NES Innovation and Workforce Diversification

I don't see the Dermatology functionality, no CHI look-up or Dermatology tag. 
 

I can log in to the PhotoSAF mobile application, but my app does not look like the demo / I don’t see the Dermatology tag or workflow.

There are some Health Boards who were customers of Consultant Connect before the ANIA Digital Dermatology project. It is possible your account was set up by your Health Board prior and you have not yet been given a Dermatology role for your account.  Please contact us.

To access the Dermatology functionality on Consultant Connect, the Health Board must add the user to the Digital Dermatology Azure Active Directory group. 


Or, if you are sure you have been given access, please see the issue: I can’t see my photos when I go to attach them to a SCI Gateway Referral. 

 

I can’t see my photos when I go to attach them to a SCI Gateway Referral / my photos didn’t load to the National Digital Platform. 

 

If you are able to open the National Digital Platform attachments page on your SCI Gateway Referral and you do not see your photos, please check the following:

• The most common issue is that an existing user of Consultant Connect (someone who was using the app prior to the release of the Digital Dermatology Functionality). If the person taking the photos was not able to tag the photos as Dermatology (the new functionality), the photos will not be sent to the National Digital Platform and therefore will not be available on SCI Gateway. Please see the example photos of the tag functionality below. 
• Additionally, you can see this functionality in this video demo at the 1:50 mark. 
• Or, you can follow the end-to-end user guide.

• To resolve this for future patients and photos, please update your Consultant Connect mobile application. Guidance to do so is here. Or, you can uninstall and reinstall the application on your mobile phone. 
   
• To resolve this for previous patients and photos taken, the user who took the photos can add the Dermatology tag to the photos on the Consultant Connect website. An example of what the tag functionality looks like is below. 
  The photos must have a CHI number and the CHI look-up feature is available on the website. The CHI number is editable only until the photos are tagged and sent to the National Digital Platform. 

The second most common issue is that your log-in expired as you were using PhotoSAF. If that is the case, you will have received an email which says: 

"An error occurred while uploading your recent PhotoSAF session to the National Digital Platform (NDP).

This usually means you need to re-authenticate with your NHS Scotland credentials.

You can do this by clicking here, otherwise the upload will be retried automatically next time you log in to Consultant Connect." 


You can click the link provided, or for more information, please see the troubleshooting item: Re-Authentication / Why am I being asked to log in again.


If the above has not resolved the issue, please contact us.

Alternative methods of re-authentication:

You can tap the re-authentication notification on the CHI look-up, or log in to the web app or mobile app again, the photos will successfully upload. 

You can also re-authenticate by accessing the profile tab on the mobile app and swiping down from the top of your screen.

This guidance is available in a document form here. 

My photos didn’t save on the mobile app.

The most likely cause of this is that your phone lost internet connection. The photos will be saved on the PhotoSAF mobile application until your connection is reestablished. The photos will upload once you have an internet connect. If you are offline for long periods of time, please use the offline SOP.

My photos are padlocked and I can't see / edit them anymore

The photos on the app will be covered by a lock symbol 15 minutes after they are taken on the PhotoSAF mobile application. 15 minutes was chosen to allow for the average appointment and administration time. The lock is to safeguard against access by others and screenshots in the event of a misplaced or shared device.

If you save the session without the Dermatology tag, it will be possible to delete photos from the PhotoSAF website. This is because the encounter will be editable until it is sent to the NDP and made available to SCI Gateway. 

I want to do a watch and wait / how do I access the photos I’ve taken?

If you do not want to send the photos as part of a referral right away, the photos you have taken can be accessed on the Consultant Connect web application. You will have been emailed a link to the encounter immediately after saving your session on the PhotoSAF mobile application. You can use your NHS log-in to access to access the Consultant Connect web application. The photos can be downloaded and moved to the patient’s EPR, if required. Please follow all safe data storage and deletion policies in your practice. 
 

Additionally, the photos will still be visible on the SCI Gateway referral attachments screen.

I have saved a valid patient against the wrong practice in error.

This will require a Helpdesk request. Please contact us identifying the incorrect and correct GP practice.

Note: you may need to notify your local Health Record Management team to ensure any data processed by downstream systems is reviewed and remediated as required.

I work at more than one GP practice, how do I switch between them on the app?

Please check your profile in the PhotoSAF mobile application for a list of practices you are registered to. If you are registered at more than one GP practice, you can change the practice you are working at on your profile on the PhotoSAF mobile application. You can do this by tapping the practice you are working at. If you don’t see the practice you are working at, please contact your local Helpdesk to be registered. 

It is important that you choose the correct practice, otherwise photos will be saved for patients against the wrong GP practice and will not be visible on SCI Gateway. You will be alerted when doing a CHI look-up if the patient is not registered at the practice you are working at in the PhotoSAF mobile application. This will appear in orange text with a warning triangle.

I used the wrong patient’s CHI number.

If you used the wrong patient’s CHI number and the session has been sent to the National Digital Platform, please contact us for data correction. 
 

Please include the date and time the photos were saved. 

Note: you may need to notify your local Health Record Management team to ensure any data processed by downstream systems is reviewed and remediated as required.
 

Why can't I see my Practice in my Organisations list on the mobile app Profile screen

If you don’t see the practice you are working at, please contact your local Helpdesk to be registered.

My CHI look-up isn’t working - CHI service is unavailable

I am seeing a message 'The demographics service is currently unavailable. Please try again later.'
The most likely cause of the CHI look-up failing is a lack of internet connection. Please check your wifi or mobile data connection. If you are offline, please use the offline SOP.

I lost internet access when I saved my PhotoSAF mobile application session

The photos will be saved on the PhotoSAF mobile application until your connection is reestablished.

I don’t see the photos I’ve taken in Docman.

Photos will not automatically be sent to Docman after saving a session on the PhotoSAF mobile application. Photos will be sent to Docman after submitting a SCI Gateway Referral if your practice has this configured. 

If you want the photos to be saved in Docman, it is possible to download the photos from the Consultant Connect web application.

I didn’t tag my pictures as Dermatology but I want to tag the photos after I saved the session on the PhotoSAF mobile application. 

If you did not choose the Dermatology tag on PhotoSAF mobile application, the pictures will not have been sent to the National Digital Platform and therefore the encounter is still editable on the Consultant Connect web application. It is possible to add the tag to the encounter by logging-in to the Consultant Connect web application and editing the tag on the encounter.

Once you have added the Dermatology tag to the encounter, it will trigger the encounter to be sent to the National Digital Platform, which will make it available on SCI Gateway. The encounter will no longer be editable after it is sent to the National Digital Platform.

I am still getting photos emailed to me

Users will continue to have photos emailed to them if they are existing/previous users of Consultant Connect. This is existing functionality of the Consultant Connect service and is not superseded by Dermatology. 

Users can disable this functionality in their settings. Practice Managers can email hello@consultantconnect.org.uk to request that this is disabled at a practice level. 

Users who were only granted access to Consultant Connect for Dermatology should not receive photos by email. These users should receive a hyperlink to the photos on the Consultant Connect website. 

How to clear your cache

Android Phones: 

To clear your cache and cookies on an Android device, you can use the Chrome browser to do the following: 

1. Open the Chrome app
2. Tap the three vertical dots in the top-right corner
3. Select History from the dropdown menu
4. Tap Clear browsing data
5. Select the checkboxes for Cookies and site data and Cached images and files
6. Choose a time range - All time
   
   Further details provided by Google can be found here

Apple iPhones:

To clear the cache and cookies in Safari on an iPhone, you can: 

1. Open the Settings app
2. Tap Safari
3. Tap Clear History and Website Data
   
   Further details provided by Apple can be found here

If you are using other default browsers on your phone, please follow similar processes of clearing that browser's cache.