GP health records
Guidance for GP practices about what you can do when patients can’t view their GP health record in the NHS App.
What you can control
The GP clinical system reflects the NHS App. What you can control for GP health records:
You can
- give the patient full historic access or partial access to their records
- set the patient’s GP health record view from date
- remove incorrect information from the patient’s GP health record
- upload any additional documents in the appropriate file type
Patients say they can't access their medical records
What to check when patients say they can't access their medical records:
Check
- if you can see what they are looking for in their GP health record on your GP clinical system
- if you have access to view the relevant section(s)
- if the view from date in the relevant section(s) has been set far back enough
- if the relevant parts of the patient's GP health record been made available for online viewing
If the answer is yes to all of these questions, escalate to you GP clinical system supplier.
Data controller of patient information
GP surgeries are the data controller for patient information. The NHS App team and other organisations cannot amend patient records.
If you or your patients experience any technical issues with their online account, contact your clinical system supplier in the first instance.
Last edited: 24 February 2026 11:40 am