Frequently asked questions regards your PHR

Click on the link ‘Register for your PHR’.

You can only register for a PHR account using a personal email and personal UK mobile number. You will be asked to verify both of these as part of the registration process so do check that you have entered your details correctly.

Once you have submitted your details, you will need to verify your email address. Once you have verified your email address, you will then be sent a verification code via text message to your mobile phone. You will have three attempts to enter your verification code.

Please note, your email address will need to be verified within 24 hours, otherwise you will need to start the registration process again.

The PHR system will not allow records to share email addresses so you must register using an email address that is personal to you and that only you have access to.

If you haven’t received a verification email, please check your junk mail. If no email has been found, you can click on the ‘Help’ button on the registration page and select: ‘Resend registration confirmation email’.

Once your details have been verified, you will be able to log into your PHR using your email and selected password.

After logging in, further verification will be required through your mobile phone. You will be prompted to input the code sent to the UK mobile phone number you have registered with and select verify. Please note, you will have three attempts to enter your verification code. If you do not receive a code, please click on the ‘Resend’ button.

When all verification is complete, you can then access the ‘My Details’ section of your PHR account, where you will need to enter your personal details.

To sign up for a PHR account, you will need to provide a personal email address – not a shared email address – and personal UK mobile phone number.

A verification email will be sent to confirm that you have access to that account, followed by a further verification code via SMS text message to the phone number you have provided.

Once verification is complete, you will then be asked to complete the ‘My Details’ section of the PHR which will enable you to provide the details to set up your patient record, including your home address and additional personal information including: full name, date of birth, gender identity and sex assigned at birth. Please be assured that this information is stored confidentially and is not connected to your general NHS record and/or NHS number.

The PHR system uses a national post code service which in some instances may not contain details of new developments or newly registered properties. If your postcode isn’t recognised, you can still set up a PHR by calling 0300 303 3989 – the advisor will then ask one of our team to contact you to review this.

Please note, for security reasons, you are unable to change your email and mobile number on your PHR account once registered. Should you wish to make a change, you will need to contact 0300 303 3989 and you will need to verify your identity before any changes can be made. This is to ensure others who know your contact details cannot take control of your PHR account.

Please note, you will not be able to set up a new PHR account using an email address which is already registered on the PHR system.

You can reset your password by clicking the ‘Help’ button on the PHR log-in page. This option allows you to reset your password as well as resend your verification email if you have not already completed this part of your registration.

If you experience any problems, please call 0300 303 3989 and an advisor will ask one of our team to contact you.

Once you have successfully set up your PHR, you can manage and book your sexual health appointments online. After logging in, go to the ‘Appointments’ section on the home page and click the ‘Book Appointment’ button.

To ensure the right appointment for you, you will be prompted to answer some questions. Based on your answers, you may be offered a telephone or face to face appointment. Some appointments for more complex issues will not be able to book online and you will need to call 0300 303 3989. The system will also tell you if you are trying to access an appointment for a service we do not provide at our clinics.

You will able to view, cancel and rebook through the appointments section on your online PHR.

Please note, if you need HIV PEPSE or Emergency Contraception (EC), please call our clinics directly on 0300 303 3989, or consider walking in to one of our hubs during our opening hours, instead of trying to book online.

If you have any problems logging into your account, first check that you are entering all details correctly.

The ‘Help’ function contains links to both reset your password or to re-send a verification email.

If you are still experiencing problems accessing your online PHR account, please contact 0300 303 3989.