Reconnect to the NHS App following a change in clinical system

Information on helping patients reconnect to NHS App services and related error codes following a change in clinical system.

The NHS App connects to the main prescribing cost centre ODS code of the practice. It doesn’t connect to branch ODS codes.

When two practices merge, they will move to one main prescribing cost centre ODS code.

Inform us that you are changing clinical system or merging practices in advance.

Changing clinical system

Following a migration, we recommend advising patients with an NHS login to sign into the NHS App, or other GP apps, using the NHS login service.

This will either create a link to an existing online services account or create a new online services account for a patient.

Patients will then have access to the default services controlled by the practice without having to contact the practice.

Patients that do not want to use the NHS login service will have to contact the practice to receive online login credentials.

ARTICLE

Switching patient facing services off

Patient facing services (PFS) are Apps, like the NHS App, which allow patients to digitally access NHS services. Patient facing services are sometimes switched off which can impact how patients can access services.

Change in clinical system: 3C error code

If the patient doesn’t reconnect to the NHS App, they will see a 3C error code.  A 3C error means the user cannot connect their NHS App to the GP's clinical system to mirror their online account.

Verification

Route 1 – Video

Route 2 – PIN document

If the user verifies their identity by video, they will reconnect to the new online account created on your system.

If no online account is recreated, the user will have nothing to reconnect to.

If the user has manually entered their PIN document into the NHS App, they will need to reconnect to the new system with a new PIN document.

How the NHS App team can help

Inform us  that you are changing clinical system or merging practices in advance.

We can prepare a tailored response for if a 3C error is reported to inform the user of potential downtime and what to do in the meantime.

This include asking patients to:

email the practice directly to order their prescription

phone directly to book an appointments

The NHS App service desk does not have the authority or ability to view or advise about data migration when changing clinical system or merging practices. Please contact your system supplier.

Last edited: 2 October 2025 2:19 pm