Who do I contact if I can't log in?
If you have problems logging in, visit the My Diabetes My Way home page on a computer and click the "login" button. Then click "login using my account". Options for "forgot username" and "forgot password" are available on this page. If you have difficulty resetting your password or username with these links then please send an email to: mydiabetes.myway@nhs.scot

Can I register with the same email address as my husband/wife/parent/child etc.?
We have been made aware that some users of My Diabetes My Way share email addresses with someone else. For example, a husband and wife, or parent and child signing up to use the system. Sharing email addresses in this way is not advised, particularly if you want to change your username to your email address. Email addresses can only be used for one user account, so if you want to update your username, please make sure that you have an email address that only you can access.

My registered GP is shown as "Dr Smith", but my doctor is "Dr Jones". Can you correct this?
We understand that some practices allocate patients equally between all of their registered doctors. This means that the GP associated with you on our system may not necessarily be the GP who you regularly see. As GP registration details are provided to us by a national administration system there is, unfortunately, nothing we can do to change this. You may, however, wish to raise this with your doctor the next time you visit your health centre or surgery.

I have recently moved house – can you update my address information?
We receive updates to address details from central NHS systems. If you have informed your GP of your address change, then this information will filter through to us shortly.

Why is my eye data missing?
Some users have queried a lack of eye data on the system, where it seems to stop at a specific date and is not updated. After investigating this it has become clear that if you have been referred to the specialist ophthalmology service (eye clinic) for your eye care, our systems do not have access to any information that is recorded. We are currently investigating ways in which we can source this information to keep the results up-to-date.

Can my council tell that my registration with the "My Account" is linked to My Diabetes My Way?
No, your council cannot tell that you are registered as a user of My Diabetes My Way. They may know that you have registered with the "My Account" System, but have no sight of the specific services that you are registered with. These may also include the National Entitlement Card and other public services, in addition to My Diabetes My Way.

I received confirmation that my enrolment was complete but have still not received an enrolment form. Is there a reason for this?
Enrolment forms are currently sent out in batches every 1-2 weeks as it can sometimes take a week or two to have the details securely generated, verified, printed and sent out. We are actively working to improve this for the future.

Why do I need to supply my details when registering?
We need to know certain details about you when you sign up to use the service so that we can make sure that we can identify you on NHS systems and link your account to your own information. You can enter this information using the secure registration form. We only ask you to supply these details once and will never pass them on to any third-parties.

What should I do when I am finished using the system?
To maximise your security online, you should always click the "logout" button in the top right of the screen. Once you have done this, close your web browser by clicking the 'x' in the top right corner.

Are there any times when I will not be able to view my information?
Every Tuesday evening between 5pm and 7pm there is a scheduled maintenance period. During this time it may not be possible to access your information. We will notify you of any periods of scheduled downtime outwith this regular window.

What does "case-sensitive" mean?
This simply means that when you enter your username or password, you must enter them as they have been sent to you. For example, capital letters must be in capitals and lower-case letters must be lower-case.

If I have a problem, who do I contact?
Depending on the nature of the problem, there are three possible routes we will guide you down:

1. Login or Technical issues: If your data is not updating, is inaccurate or there are problems with the website, then My Diabetes My Way (mydiabetes.myway@nhs.scot) will look after these issues, as well as provided login support.
2. Healthcare questions: If you have a question about your clinical information, then you should contact your usual health care professional.
3. One-time password issues: If you are not receiving the one-time temporary password or are struggling to set a new password that meets all the criteria please contact the myaccount team directly at https://signin.mygovscot.org/home/

There is a feedback form to allow you submit comments on the website, or to guide you on what to do next.

My GP is based in one health board but my diabetes consultant is based in another where I used to work. Will I have access to both sets of records or only my GP records?
We would aim to provide the full record if that is possible. If not, then it is likely that your GP will have a copy of your hospital data recorded anyway.

How often will my information be updated?
A: Normally this should happen within a couple of days of any appointments you have. It will depend on how long it takes for results to be recorded onto a computer systems that links to your diabetes record.

What is the "My Account" and why is it needed?
The "My Account" is a Scottish Government initiative which aims to give people in Scotland access to their public service records. Although it has mainly focused on working with councils to begin with, My Diabetes My Way is the first project from the NHS to become involved. The "My Account" provides the user account details (user name and password) for you to access your diabetes data.

Why do some of my records show more than once in the "history" tables?
My Diabetes My Way takes records from your GP surgery, hospital diabetes clinic, labs and other data sources. In some cases, these results may end up in all of these systems, meaning that we receive multiple "copies". We're working on filtering out duplication and showing what we believe to be the "best" records, but this work is still ongoing.

My Diabetes My Way Mobile App FAQs

Who is the My Diabetes My Way app designed for? 
The My Diabetes My Way app is designed for people who have been diagnosed with diabetes. For funding reasons it is currently restricted to people living within NHS Scotland, but we will be expanding this as soon as more sites sign-up with us.

What does the My Diabetes My Way app do? 
The My Diabetes My Way app provides secure access to your electronic personal health record. This record includes your clinic results such as HbA1c, blood pressure and cholesterol as well as allowing you to upload and view home-recorded data, see changes through time and set goals. Additionally, you can view your medication, diary and clinic letters and a variety of educational material is available too.  

Why should I use the My Diabetes My Way app? 
Patients using My Diabetes My Way report that it helps them to manage their diabetes better and make better use of consultation time with their diabetes team. Users report feeling more educated about the condition and more motivated to make positive lifestyle changes. Furthermore, data suggests that My Diabetes My Way users see improvements in their key clinical data including HbA1c, weight and cholesterol making them less likely to experience diabetes complications. 

When was the My Diabetes My Way app first published? 
The My Diabetes My Way app was first launched in Summer 2018.  

How secure is my data? 
My Diabetes My Way operates according to ISO 27001 standards around Information Security, and everything we do is underpinned with Information Governance approval from all the organisations we work with. Data is hosted within a Tier 3, Cyber-Essentials, ISO 27001 accredited data centre as used by other parts of the NHS. 

How is this funded and will I be charged anything to use it? 
The My Diabetes My Way app is free to use in areas which have subscribed to the service, which currently includes all of NHS Scotland. Please check with us (via the contact us link below), your health authority or your local GP if you are unsure. 

Can I get help using the app?
Feel free to contact mydiabetes.myway@nhs.scot and we will be happy to help you.

How can I leave feedback or suggestions for improvement? 
We are always looking for ways to improve the service we provide. You can use the Feedback section of the app itself which is accessible via the menu icon on the top right-hand corner of the screen. Alternately, you can email mydiabetes.myway@nhs.scot and we will get back in touch with you. 

What mobile devices does the My Diabetes My Way app support? 
The My Diabetes My Way app supports Apple devices (iPhone and iPad) running iOS 8.0 onwards and Android devices running Android Lollipop (5.0) onwards. We recommend you update to the most recent software on your device for the best experience. Windows devices are not currently supported.

How does the My Diabetes My Way app relate to the My Diabetes My Way website? 
The My Diabetes My Way app is designed to be a simple way to access your records on your mobile device; the website remains the main means of accessing more detailed content such as education resources and eLearning.  

Can I register on behalf of someone else, e.g. child, parent, friend etc.? 
Currently each account requires a unique email address, although we are looking to add multi-user support as part of Phase 2, which we plan to commence shortly.