Frequently Asked Questions

  1. Where is my personal care record stored?

    On the same secure UK Government Health and Social Care Network (HSCN) where your GP and hospital records. Data exchange is secured using Guardtime’s KSI Blockchain.

  2. Who has access to my personal care record?

    Only you and anyone else to whom you give consent to share your record.

  3. How do you protect my record from unauthorized information requests?

    Only you will be given access to your record. When you sign up, you will be able to choose your own secure login and a password. These details are unique to you and, along with your personal information, will not be shared with anyone else unless you choose to share it with them.

    This is not much different from when you access other online services, such as online banking.

  4. Can I share my personal care record with someone else?

    Yes, you may share your record with, for example, your grown-up son or daughter if you would like their support as part of your care.

  5. Can I have my children’s personal care records on my mobile device?

    Yes, you may add your children’s records to your mobile device(s) until they reach the age of 16.

    You will then need their consent if you wish to continue having access to their personal care record.

  6. Will my caregiver be able to see my record?

    If you want your caregiver to see your records, you can share your personal care record with them. It is your choice.

  7. How will you avoid patients being forced or misled into providing access to their information?

    GPs will look at each request for access to a record and do everything they can to make sure they are genuine and not being made under pressure. Sometimes, it is in the patient’s best interests for a relative or care giver to have access and this is also something that will be looked at on a case-by-case basis by your doctor. GPs are only able to refuse or withdraw access to sharing their GP record with a person if they have concerns that the person may be a victim of abuse or coercion..

  8. Can I put my own information into my personal care record?

    Yes, you can add your own height, weight and blood pressure. You can also change details about your own GP or local hospitals. If you wish to add an allergy or past operation for example, we suggest you visit your GP to tell them. When the change is made in your GP record, it will automatically be made in your personal care record.

  9. What happens to my personal care record if I leave my Clinical Commissioning Group (CCG)?

    You will retain access to your personal care record. If you change to another CCG and your new CCG has a contract with iAM, you will continue to use your personal care record unchanged. If your new CCG does not have a contract with iAM, you may pay the monthly subscription yourself and you can continue to use your personal care record.

    If you do not wish to pay the monthly subscription yourself, you may continue to view your personal care record, but no new data will be added until you or a new CCG pays the subscription on your behalf.

  10. What sort of mobile devices does my personal care record work on?

    You can keep your personal care record on smartphones and tablets using Apple iOS, Android or Windows mobile.

  11. Can I have my personal care record on more than one mobile phone or tablet?

    Yes, you can have your personal care record on as many mobile devices as you want.

  12. Can I see my personal care record on my PC?

    Yes, you can see your personal care record on any PC using your PC’s Internet browser.

  13. Is my personal care record secure?

    Yes. Your personal care record meets all the same stringent National Health Service UK (NHS) standards for security and Information Governance as your GP or Hospital computer records.

  14. What if I do not have or want a PC or phone?

    You may buy a TV set-top box from iAM that plugs into your TV or any other TV set-top box (Sky, Virgin, BT, etc.). This enables the interactive alerts and follow-up messages from your personal care record to be sent straight to your TV screen. You just use your TV remote to scroll up and down and press OK to select the answer you choose.

  15. Do I need an Internet connection to use my personal care record?

    Your personal care record is downloaded to your mobile device automatically when you do have an Internet connection. If for some reason you have lost your Internet connection, you can continue to use your personal care record on your smartphone or tablet. Then, as soon as you have an Internet connection again, your personal care record will automatically update with any changes, for example if you have seen your GP. The date and time your mobile devices were last updated is always shown in your personal care record.

  16. Does my GP know about my personal care record?

    Yes, your GP will know you have a personal care record.

  17. Will my GP mind if I have a personal care record?

    Your personal care record will support the care provided by your GP and uses authoritative data from your GP’s record.

  18. Will my GP charge me for my personal care record?

    No, your GP will not charge you for your personal care record.

  19. What is the Directory of Services on the app?

    This comes from your local NHS Clinical Commissioning Group and tells you about all the NHS Services in your local area. If any services are added or changed, these changes will automatically be sent to your personal care record so your Directory is always up-to-date.

  20. Can I believe the information in the Health Library?

    Yes. The information is accredited by the NHS National Institute for Health and Care Excellence (NICE) and is constantly updated by a NICE-accredited dedicated team of authors.

  21. What languages are available for my personal care record?

    Currently your personal care record is available in in English, Arabic, Bengali, Hindi, Mandarin, Punjabi, Spanish and Urdu. Additional languages are being added. Your personal care record shows which languages are currently available, and is automatically updated as new languages are added.

  22. Is there any help available for getting started on the Internet?

    There are a number of different services for people who want to learn about getting set up on the Internet. Many are provided by local authorities, colleges and charities. The best place to start would be your local library or community centre. NHS England is also working with the Tinder Foundation in supporting people who want to make better use of the health information that is available on the Internet. You can find out more here:

  23. Complying with Stringent requirements to project personal information and sensitive information (such as GDPR)

    We take the protection of personal and sensitive information very seriously. We provide information to all our clients who wish to manage their own personal healthcare information to explain how we look after it. We ensure that their privacy is respected, and we keep their data confidential and we protect it securely.

    We are required to meet the stringent privacy, confidentiality and security criteria to be able to access their information. The recent General Data Protection Regulations (GDPR) in Europe were aimed at increasing the privacy that organisations must take when managing healthcare data about people. It also required organisations to be accountable for how they manage personal information. We meet those requirements.

    To keep patients’ records secure and confidential, we follow the same strict policies and controls as managed by the UK Government Department of Health Information Governance Framework. Our Information Governance processes ensure our organisation and staff handle healthcare data legally, securely, efficiently and effectively to support the delivery of the best possible care.

    Since we extract the patient data from NHS system, we are mandated to conform to NHS regulations so that we can extract patients’ clinical data into our clinical repository which sits securely inside the Government’s Health and Social Care Network (HSCN). We use a third party to host our systems who is one of a small number of hosting services providers approved by the NHS on the UK Government Health and Social Care network HSCN)..

    Before we register a patient for their personal care record, we make sure they are well informed about the information we will hold about them, whom we share it with, their rights[1] and the legislation and guidelines that we must adhere to. We then gain the patient’s explicit consent to extract their data, import it into their personal care record and then deliver it to their smart mobile device.

    We make sure patents understand that once on their smart mobile device, the personal care records are theirs to share with whosoever they wish, and we advise them the best ways to protect it.

    We also make sure that a contract, usually a Data Sharing Agreement (DSA) exists with all 3rd parties, with whom we share data including the NHS.

    [1] Patients have the right to confidentiality under GDPR, Data Protection Act 2018, the Human Rights Act 1998, the Health & Social Care Act 2012 as well as the common law duty of confidence.