Part of Guide for volunteers: Helping someone set up their NHS App
When to refer someone to a GP practice
If the person faces significant difficulties setting up their NHS account, particularly if:
- they don't have the required ID and require a PIN document for access without ID
- they don’t have a postcode and need their NHS number to complete set-up
- they're experiencing technical issues that you can't solve
- they need additional support due to accessibility needs
- they are unsure about any aspect of the registration process
Let them know they can visit their GP practice in person for direct assistance or call their practice to request the necessary registration details.
Volunteer support tips and accessibility considerations
- don't take or keep notes containing personal information
- respect privacy: Position yourself so you can guide without seeing sensitive information
- allow plenty of time as the verification process can take several minutes to complete
- ensure stable internet connection before starting
- keep leaflets handy: The NHS App toolkit contains helpful leaflets that users can take home
- explain to those with visual impairments that the NHS App and website are compatible with screen readers
- remember that not all users have strong digital literacy or confidence
After each session
Log out: Ensure they've logged out properly if using a shared computer.
Log in again: Ask them to confirm they're comfortable with the process of logging in to their account at https://www.nhs.uk/nhs-app/account/ or on the NHS App.
Biometrics: Check whether those using the App on their own device can set up fingerprint detection or facial recognition to log in to their NHS App, instead of using a password and security code each time.
Further support: Remind them they can access help through the App's help function at the top right of the screen or at nhs.uk/nhs-app.
Do not keep any personal information and documents: Make sure you have not kept any personal information and check that all personal documents have been collected.
Last edited: 2 July 2025 4:10 pm