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Sign-in help and frequently asked questions


Why doesn't my sign-in work?
How do I change my password?
What if I've forgotten my password?
I'm having problems with cookies.
Can I sign-in from any computer?
Why can't I book a nurse appointment?
Why can't I book more appointments?
Why are no appointments available?
Is My Health Online a free service?


Why doesn't my sign-in work?

Password is cAsE sEnSiTiVe. So it may be that your CAPS LOCK key is set incorrectly.
If you still can't sign in we may be experiencing technical problems so please try again later. If you've done this and still cannot sign-in contact us at Amb_myhealthonline@wales.nhs.uk and we will investigate further.

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How do I change my password?

There is an option to change your password on the 'My Profile' page once you have logged in.

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What if I've forgotten my password?

Your surgery will be able to reset your password, please contact them directly.

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I'm having problems with cookies

You need to enable cookies to use this system. We keep track of your user session using cookies, so your browser must accept them for the system to work correctly. We don't keep any information about you with these cookies, in fact we send a fresh one every time you return.

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Can I sign-in from any computer?

Yes. You can use our online service from any computer. You don't need to re-register. Just be sure to sign-out when you have finished using the service!

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Why can't I book a nurse appointment?

If your practice does not offer nurse appointments via My Health Online you will not be able to book one, and will have to contact the practice in the usual way. Many practices don't offer nurse appointments because unlike most doctors, nurses book very different amounts of time for different procedures. Practices may be concerned that patients would book into the wrong appointment slot.

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Why can't I book more appointments?

The maximum number of appointments that you can hold and still book is set by your practice. This is mostly done to make it fair for everyone and avoid abuse of the service. Some people have found that if they have a regular nurse appointment it prevents them from booking more appointments through My Health Online. In this case ask your doctor or receptionist to consider increasing the limit (the same limit applies to every patient).

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Why are no appointments available?

Sometimes you may find that your doctor has no appointments available through My Health Online for several days. If you need an appointment more urgently please contact your practice directly and explain your needs.

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Is My Health Online a free service?

Yes, My Health Online is provided free of charge to Welsh practices and their patients.

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Still having problems? Please contact us at Amb_myhealthonline@wales.nhs.uk for further information or advice.