For patients
Your practice uses Jump. Here is what that means for you.
Jump is the software your practice uses to keep your records, book your appointments and send you messages. We are not your healthcare provider, and we do not make decisions about your care.
If you need something, contact your practice.
Not us. Your practice holds your record, decides who can see it, and deals with everything to do with your care. That covers essentially anything you are likely to want.
Contact your practice
- Booking, changing or cancelling an appointment
- Test results, prescriptions and referrals
- Seeing or correcting what is in your record
- A concern or complaint about your care
- A link that has expired, or trouble signing in
- Changing the phone number or email they hold
- Anything urgent
- Anything you are unsure about
Signing in
There is no password to remember.
When your practice sends you something, the message contains a secure link. Opening it sends a one-time code to the phone number or email address your practice has on record. Enter the code and you are in.
The portal carries your practice’s name and branding, so it should look like them rather than like us. Links expire after a set period, which is why an old one may stop working and a new message is needed.
If a message asks you for a password, a card number or a payment to release results, it did not come from your practice through Jump. Contact your practice directly.
You cannot reply to messages here. To speak to someone, call the practice.
What you can do in the portal.
Practices choose which of these to switch on, so you may not see all of them. Whatever is available appears when you sign in.
Book and change appointments
See what is available and book it yourself, or reschedule something you have already got, without waiting on the phone.
Fill in forms before you arrive
Questionnaires and health forms your practice sends ahead of an appointment, completed on your phone in your own time rather than in the waiting room.
Read messages from your practice
Reminders, instructions and updates, kept together in one place instead of scattered across texts and email. You cannot reply to these. The portal is not a chat channel, and nothing urgent should ever wait in a message queue - call the practice instead.
See appointments, invoices and records
What is coming up, what you have been charged, and the parts of your record your practice has chosen to share with you.
Your practice holds your record. We hold it securely for them.
In data protection terms your practice is the controller and we are the processor. They decide what goes in your record and who is allowed to see it. We store it, protect it, and do what they instruct us to do with it.
- Only your practice's staff can see your record
- Access is controlled by role, so staff see what they need for your care and no more. Jump staff do not routinely access patient data, and every access is logged.
- It is encrypted, and it stays in the UK
- Encrypted both while it travels to us and while it is stored, on UK-hosted infrastructure, processed in line with UK GDPR.
- We do not sell it
- Not to advertisers, insurers, data brokers or anyone else. Practices pay us for the software; patient information is not part of how we make money.
- We are held to the same standards as NHS systems
- Cyber Essentials Plus certified, with the NHS Data Security and Protection Toolkit in place. We work to the clinical safety standards DCB0129, which is in progress and not yet certified, and DCB0160.
- You have rights over your data
- You can ask for a copy of your record, or ask for something inaccurate to be corrected. Because your practice controls the record, those requests go to them and they will action them with us if needed.
Questions we are asked most.
- I got a text with a link. Is it genuine?
- A genuine link takes you to a page branded with your practice's name and asks for a one-time code sent to the number or email they hold for you. It will never ask for a password, a card number, or a payment to release results. If anything looks off, do not use the link - ring your practice and ask.
- Why can I not reply to a message?
- The portal is deliberately not a chat channel. A reply typed into a message queue can sit unread, which is unsafe if it turns out to be urgent. Where your practice needs something back from you they send a form or a booking task you can complete, and that comes straight back to their team. For anything else, call them.
- My link has stopped working.
- Links expire after a set period, on purpose, so an old message cannot be used to reach your information later. Ask your practice to send a new one.
- Can Jump staff read my medical records?
- Not routinely. Access is restricted and logged, and it happens only where it is necessary to support or fix the system for your practice. We cannot look your record up on request, including if you ask us to.
- How do I get a copy of my record, or correct something wrong in it?
- Ask your practice. They control the record and handle subject access and correction requests under UK GDPR, and they can instruct us where our help is needed.
- My practice does not use Jump. Do you hold anything about me?
- No. We only hold records for practices that use Jump, and only what those practices put in. If you are not a patient of one of them, there is nothing of yours here.
Still not sure who to ask? Ask your practice.
They can see your record, we cannot, and they can answer far more than we can. If it turns out to be something only we can help with, they will tell you - or you can write to us at hello@usejump.co.uk.