Frequently Asked Questions
Q: How to register for PHR
A : You will be required to confirm your email, then your mobile number as part of your confidentiality and privacy. This process will take place as follows:
- Register your initial contact details
- Confirm your email address by clicking the link in your email address. Click the help button if you do not receive your email (check your junk folder(s)). You will need to verify your email address within 24 hours. If you do not verify your email address within this time period, you will need to register again.
- Log in with your email and password.
- Confirm your mobile number by entering the code we have sent to your mobile number. You will have three attempts to enter your verification code. Use the resend button if you have not received a code.
- Complete all the details in the ‘My details’ page and click save. Your registration is now complete, and your account will be active.
Q: I haven’t received the verification email – what should I do?
A: Check your email address is entered correctly. Check in your junk folder(s) and that your email client does not block emails from unknown addresses. If this is not the problem, you can ask the system to re-send your verification. You need to verify your email within 24 hours otherwise you will need to start your registration again.
Q: My postcode isn’t recognised
A: We use a national database of postcodes to find addresses. Unfortunately, we have to wait for the database to be updated with new postcodes for newly built or registered properties. You can still create a PHR but will have to be invited by our staff. Please email ch-tr.sexualhealth@nhs.net - our team to contact you.
Q: I can’t log into my account
A: You can reset your password by clicking the ‘Help’ button. You can then reset your password or resend your verification email if you have not already completed this step as part of your registration. Once completed you will be able to log in using your email address and new password.
Q: How do I update my email or number in PHR
A: This facility is not currently available in PHR however we are currently reviewing options. We can update this for you. We just need to confirm your identity so please email two forms of ID to ch-tr.sexualhealth@nhs.net
ID should include:
- Utility Bill or Driving Licence; AND
- Passport or Birth Certificate
If you are unable to do so please, please call 020 8401 3766 - the advisor will ask one of our team to contact you.
Once we have updated your mobile and/or email address, you will need to sign back into your account and re-verify your details within 24 hours. If you do not complete verification within 24 hours, you will not be able to access your PHR account and will need to follow the instructions for ‘I can’t log in to my PHR – what should I do?’.
Q: I’ve missed a section on the form?
A: Double check you have completed every section correctly, including entering dates in the correct format.
Q: When I try to book an appointment, I cannot see any slots
A: When we are fully booked, no slots will show, please try again the next morning from 8:30am for a slot the following day.
Q: I don’t want to receive communications any more
A : You can manage some of your own communication preferences in your PHR. Click on the ‘Alert Settings’ menu item to change your settings.
Q: PHR says someone needs to talk to me over the phone, how long do I wait for a call?
A : We aim to contact anyone receiving this message within 2 working days (Monday to Friday, excluding bank holidays).
Q: How can I book?
A : Once you have logged in you can book an appointment for many of our services. Click on the ‘Appointment’ button and follow the triage options to be directed to options for appointments.
Q: When are slots released?
A : Slots are released for booking at 8:30am Sunday to Thursday and you will be booked for the next working day. i.e slots will be released Monday for Tuesday
Q: Why can’t I book further ahead than the next working day?
A : Due to the high demand of the clinic we only allow next day bookings otherwise we would be booked up for months. Next day booking ensures you get seen promptly without much delay.
Q: How long do appointments take?
A : Appointments can take up to two hours to complete so please make sure you have adequate time before booking.
Q: Can I rebook an appointment
A : Most appointments can be booked, cancelled and rebooked through PHR online. Some appointments for more complex issues are not yet available to book online and you will need to call 0208 401 3766.
Q: Can I cancel?
A : Yes, you can. Go to the Appointments tab and click the cancel button.
Q: How do I order a testing kit?
A : Once you have logged in you can request a free STI test kit via your dashboard. Click on the ‘Order a test kit’ button, then click the ‘Sexual Health (STI) Testing’ option and answer a few questions to enable us to send you the correct test kit.
Q: How many test can I order in a year
A : For most people, we recommended testing every three months, so there is a maximum online ordering quantity of four at home STI test kits per year per patient.
If you require additional test kits please ring 0208 401 3766.
Q: I cannot get enough blood out when doing the test kit, can I just come in?
A : If you are having difficulty please call 0208 401 3766 - we will be able to allocate you an appointment with a nurse for bloods.
Q: Do I need to book an appointment for condoms?
A : No
Q: What do I do if I am a contact of someone with a diagnosed STI?
A : Please book an appointment online or call the service (0208 401 3766)