Reporting a Live Service Incident

The Incident Support Model for GP Connect makes sure that there is a clear route for end users and system suppliers to raise queries or report technical or data issues through to the appropriate place for resolution.

Reporting an Issue

You should follow these steps to report an issue:

When an end user encounters an issue they should first follow local arrangements
If this does not resolve the issue, then contact your System Supplier Helpdesk to investigate and resolve where possible
If the System Supplier Helpdesk cannot resolve or they suspect it is an issue with the GP Connect APIs then the incident should be raised with the National Service Desk (NSD)

How to contact the National Service Desk

Email: ssd.nationalservicedesk@nhs.net

Telephone: 0300 303 5035

Alternatively, you can log the incident yourself using the service portal - if you don't have a log-in, use the phone number above to set up an account.

Please provide as much information as possible to help the service desk direct your enquiry including the name of the supplier, the product that is experiencing the issue and the impact of the issue.

It is also helpful to provide as much detail on the error that is being received and any error codes or error messages. Do not provide patient identifiable data via non-secure NHS email.

More information on the service support model in contained within GP Connect Incident Support Model