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NHSmail and DSPT troubleshooting and FAQs

We answer your questions 

Answer:

NHSmail is an encrypted email service which meets the secure email standard (DCB1596). This is required for sending emails to and from health and social care organisations. It has been approved by the Department of Health and Social Care for sharing patient identifiable sensitive information and it is freely available to social care organisations as it is funded by the NHS.

Answer:

To apply for an NHSmail account you need to be CQC registered and have achieved approaching standards or higher level of DSPT compliance. You can find information on registering a social care organisation for an NHSmail account on the support NHS website.

Answer:

The Digital Social Care website has lots more information about the role of the toolkit in sharing information safely, and easy to follow advice and guidance on secure email systems.  A local and national support programme has been set up to help social care providers with the DSPT and data protection.  You may find the digital readiness self-assessment tool helpful in identifying your organisation's IT training and support needs.

Answer:

Social care providers are finding NHSmail is benefiting their service and people who use their service in other ways:

  • NHSmail is the main way you can send sensitive information to health services. It is an easy, secure and convenient way to send and receive accurate and timely information such as medical and prescription notes, test results and CPN reviews. To find out more about accreditation processes for other secure email options, please visit the Sharing Care Records via Email page on the Digital Social Care website. 
     
  • You can find a number of case studies from social care providers which demonstrate the benefits that they’ve found through being DSPT compliant and using NHSmail 

  • it creates an improved audit trail and leads to increased safety of residents
     
  • residents and service users are benefiting from care staff and nurses spending more time with them
     
  • family can be given informed updates about their loved one’s health conditions more quickly
     
  • access to e-learning for health resources
     
  • The secure email system supports CQC KLOEs (C3.3 and W2.8)
     
  • You can list your job vacancies on the trac.jobs website which is for all health sector jobs and NHS vacancies.
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Helping you troubleshoot NHSmail issues

You can find support with the following topics on the Digital Social Care website:

  • How to add users to your shared mailbox
  • How to access and activate your NHSmail account
  • How to add an NHSmail account to Outlook
  • How to give more staffs NHSmail accounts
  • How to open your shared mailbox
  • How to reset your password
Answer:

To add new users, a request should be sent from the site shared mailbox to careadmin@nhs.net with the following information:

  • New user’s name
  • New user’s mobile phone number (must start with 07)
  • New user’s email address
  • Confirm if their account will be linked to the shared mailbox (this is not mandatory) and if the account will be an owner or member
Answer:

If the shared mailbox members/owners are no longer present, please contact careadmin@nhs.net or call 0333 200 1133 to go through the authentication options to enable the linking of new users to the mailbox

Answer:

For social care providers, you will need to request additional accounts through your local NHS England area team lead – email nhsi.miduecoperations@nhs.net with your request.

If your request is approved, you will need to email the National Administration Service (careadmin@nhs.net) stating that the additional account has been approved and ask for the account to be created.  You will need to provider a personal mobile phone number for the person you are setting up for the password to be sent to.

Answer:

If you have forgotten your password, or are locked out of your account, can reset the password by:

  1. When trying to log in, click the button next to “Unlock Account or Forgotten Password?”

  2. Enter your NHSmail email address, along with the last 4 digits of the mobile telephone number that is linked to your NHSmail account. 

  3. You will then be asked to provide specific characters from the security questions you set when signing into your account for the first time.

  4. If these are completed correctly, you will receive a new password by text message.

  5. Go back to the login page and login using your email address and the password just sent to your mobile phone. 
Answer:

You will need to speak to the shared mailbox owner of your premises account and they will need to contact careadmin@nhs.net or call 0333 200 1133 to confirm they can authenticate you, and ask them to reset your password

Answer:

If you cannot email from the share mailbox, for example, if the members/owners have come inactive, they can reactive their account by logging into their NHSmail account.

If the shared mailbox members/owners are no longer present, please contact careadmin@nhs.net or call 0333 200 1133 to go through the authentication options to enable the linking of new users to the mailbox.

Answer:

The document NHSmail: Data Retention and Information Management Policy includes details of how to recover a deleted account as well as information on account status and retention period. 

Answer:

If you have received your personal NHSmail account and not your shared NHSmail account you should contact the careadmin@nhs.net providing you first and last name and organisation data services (ODS) code.

Vice versa, if you have received your NHSmail account and not your personal NHSmail account you should contact the careadmin@nhs.net providing your first and last name, organisation data services (ODS) code and the name of the organisation/site shared mailbox that you have been set up with.

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The Data Security and Protection Toolkit (DSPT)

Answer:

The data security and protection toolkit (DSPT) is a free online self-assessment tool that allows organisations to assess and publish their performance against ten data security standards. It's not just about technology - it's about any information you hold about any person including staff, residents or visitors.

All organisations, including social care providers, that access NHS patient data must provide assurance through the toolkit that they are able to process, handle and share personal data and information securely and assure themselves that they meet GDPR requirements.

The DSPT must be completed every year and runs annually from 1 April to 31 March. You can go in and out throughout the year to make updates at any time.

You’ll need to know your organisational data service (ODS) code to get access to national systems like the toolkit and NHSmail.

Find out more about the code and how to find it from the Digital Social Care website.

Answer:

We recommend that all CQC registered adult social care providers complete the DSPT now.  It is a contractual requirement in all continuing health care contracts.  Organisations which have previously accessed NHSmail without DSPT compliance will now need to register with the DSPT. If you don’t register with the DSPT, then at some point in the future, you may no longer be able to use NHSmail.

Answer:

If you need support registering for the Toolkit, we have produced guidance on how to do this: Registering for the Data Security and Protection Toolkit.

Answer:

The toolkit should be completed every year, usually by 31 March. This means that to become and / or remain compliant you will need to complete the 2021/22 Toolkit by 30 June 2022.

Answer:

For most questions, your answers and evidence will be transferred across automatically.  There are just a few questions that are new or have changed too much for that to be possible.

Answer:

Reflecting the need for adult social care services to operate in a way which meets the national data security standards, the option of publishing at entry level will come to an end on 31 December 2020. However, from April 2021, if you have done most of the DSPT but have a bit more work left to do, you’ll be able to get credit for the progress you have made by publishing at “Approaching Standards.” To do this, you’ll need to submit an action plan saying how and when you will complete the remaining items.

Answer:

Completing the DSPT will help you demonstrate that you meet CQC expectations.  In particular, question C3.3 from the Key Lines of Enquiry (KLOE) asks: “How are people assured that information about them is treated confidentially…?” Question W2.8 asks: “How does the service satisfy itself that it has robust arrangements… in line with data security standards?”

Answer:

Completing the DSPT will help you demonstrate that you meet CQC expectations.  In particular, question C3.3 from the Key Lines of Enquiry (KLOE) asks: “How are people assured that information about them is treated confidentially…?” Question W2.8 asks: “How does the service satisfy itself that it has robust arrangements… in line with data security standards?”

Answer:

No, but organisations are asked to register with the DSPT straightaway and to complete it as soon as they can do.

Answer:

Digital Social Care has produced a how-to guide and a range of templates to help you to complete Standards Met.

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