Go live and support

At the end of the integration assurance process we will ask the Partner Integration Board to give approval for your product to go live.
 
We refer to our Live environment as the  Production Environment. To request access to the live environment, complete your Production Environment Request form.

You can complete the form at any time before the Board meeting, but it will not be actioned until the Board has approved your go live.

Go live date

We will work with you to agree a go live date and send confirmation via MS Teams and email when your client id is enabled. We will work with you to arrange your handover to our live service team for ongoing support. 

You must give us a date when you start marketing your product to users.

Communications guidance 

We provide partners with communications guidance, including quotes from senior leaders, that you can use in  marketing activity.
 

Ongoing compliance

The Supplier Conformance Assessment List (SCAL) and the Connection Agreement together form the compliance documents needed to remain safely integrated with NHS login. 

Your compliance documents will be reviewed on an annual basis by NHS England to ensure that you continue to meet legal and regulatory requirements. 

NHS England reserves the right to amend the SCAL and Connection Agreement to ensure that NHS England and NHS login remain up to date with industry and government requirements. The current version of the SCAL is in Forms and documents.

You must inform us if any terms or agreements made within these documents change. We will check in with you periodically to make sure you are still aligned with our documentation. At the same time, we will also review the placement and visibility of the NHS login button on your product. 

It is a partner’s responsibility to inform us if any changes to your product or service will impact the assurances you have given in the documentation. This includes your use case, user journeys, placement of the NHS login button and any changes to the company that owns the product, such as a takeover, dissolution or change of name.  

To raise a support request to NHS login you can either:

• email the National Service Desk at [email protected]
• use the NHS England Customer Portal 
• phone 0300 303 5035

To report any service incidents to the NHS England Service Bridge:

• email: [email protected]
• phone: 0300 303 4333

 
The Service Bridge team works 24/7, 365 days a year making sure that any major incidents that impact our live service are dealt with immediately and our health critical systems are always available.

Find out more about our service, problem and incident management processes on the partner service management page. This includes information on our service level agreement and Higher Severity Service Incident (HSSI) management.

Help for NHS login users

The NHS login help centre provides guidance, and support for users.
 

If you want to make changes 

Complete the  Live Partner Change Request form if you need to make changes to your integrated product.

Changes can include:

• Scope add or remove - such as when you are live with IM1
• Use of NHS login biometric sign in
• Single Sign On (SSO) integration with, for example the NHS App
• Client friendly name change - as your product name appears to a user in NHS login (such as the Help Centre)
• Name change to your company or product
• You no longer need NHS login on your product and you want to offboard in line with Section 14 (Termination) of your Connection Agreement.

To note: We advise partners who have a need for multiple (more than 10) redirect URIs to use a “state” parameter to populate an identifier. This will help to identify different redirections.
Our Multiple redirect URIs page has the information you need to implement this

Changes we make 
 

NHS login change and release process  

We notify all partners by sending a release note that details  changes  we are going to make to the service. We give partners the opportunity to test the release in the integration test environment. 
Our service updates and releases page includes information on upcoming features and issues and all release notes.   
To get release notes via email contact [email protected]

Collaboration Sessions 

We will invite you to our quarterly collaboration sessions to share updates on NHS login development. Partners can use these sessions to suggest product features or improvements. 

Read summaries of our previous sessions to find out what we have shown partners

Research and Case Studies

We encourage partners to share user research findings or work with us to conduct user research.  This helps us to feed into the continuous improvement of NHS login.

We are also always looking for new case studies of how partner services have benefited from having NHS login on their product. 

Examples of case studies
 
If you are interested in working with us once you have gone live, contact us at [email protected] 

New Feature Request 

We like to work collaboratively with our partners and welcome feedback on product developments or enhancements. To submit a new feature request (something you would like to see as part of the NHS login product), contact us at [email protected] 

Live Partner Updates 

We send live partners a regular newsletter informing them about recent developments that have gone live and any planned updates.

Edition 1 - October 2022

Edition 2 - December 2022

Edition 3 - March 2023