NHS.mail – Secure, Fast and Free Communication

“One small step for us, one giant leap for our organisation”

-Care Provider in Hertfordshire

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1. What is NHS Mail?

  • Fast and secure communication between GP Practices and care homes
  • No more faxing, which is costly, timely and unsecure (NHS England recently announced faxing would no longer be supported)
  • Sharing of information such as GP summaries, discharge assessments and medication queries
  • Prompt triage of GP visit requests as emails can be forwarded instantly to clinical staff
  • Entries on System One can be emailed to care manager to ensure all clinical reviews and actions can be communicated to all staff
  • Discharge or transfer information can be scanned and then emailed
  • Meeting GDPR regulations for CQC and statutory bodies.
  • Provides great risk mitigation for Data Breach
    • The 2019 National Offer is for x1 Shared site Mailbox and between 2 and 10 personal NHS mailboxes, meaning 24/7 email access for each site

    2. How to sign up
    1 – Locate your NHS Data service code

    2 – Register for your NHS Data Security and Protection Toolkit (a short questionnaire)

    3 – Collect the documents and information you will need to answer the 56 mandatory questions included within the Toolkit:

    • Data Protection Policy
    • Data Quality Policy
    • Data Security Policy
    • Data Security breach reporting process
    • Record Keeping Policy
    • Network / IT Security Policy
    • Business Continuity Plan for Data Security Breach
    • Information Asset Register (IAR)
    • Record of Processing Activities (RoPA)
    • Guidance for staff
    • Privacy notice
    • Also ensure you know who manages Data Security for your Home / organisation

    4 – Complete the mandatory questions within the Toolkit

    5 – When the progress header of the toolkit shows 56 of 56 questions answered, and 42 of 42 Assertions completed, publish the Toolkit (it will show “Standards Met”)

    6 – Claim your FREE secure NHS email accounts, by clicking here

    You will need to know the current email addresses and mobile phone numbers for all staff whom you are giving an NHS email account to.

    7 – Share your new site-specific NHS email address with your stakeholders and services; GPs, Pharmacists, Dentists, etc

    I’ve called the NHSmail helpdesk and have been asked for my ‘local administrator’ – who is this?

    As a care home you do not have a local administrator. Instead your accounts are managed by the National Administration Service (NAS).

    Need help?

    Exeter Helpdesk for NHS Digital: exeter.helpdesk@nhs.net

    NHS ODS code issues:  0300 303 4034

    NHS DSP Toolkit issues: 03332001133

    HCPA assistance: 01707 536 020 – Ask for NHS Mail team

    Digital Social Care Guidance

    3. Using NHSmail
    Once your care home now has access to NHSmail, it is important to make sure you keep staff permissions up-to-date. You will also need to re-submit your Data Security & Protection Toolkit on an annual basis.

    Detailed information can be found in the Guide for Social Care Organisations.

    Managing Staff Permissions

    Each care home is allowed x1 Shared Site Mailbox (e.g. care.xxxxx@nhs.net) and between 2 and 10 personal NHS mailboxes (e.g. john.smith1@nhs.net).

    Two of the personal NHS mailboxes should be Shared Mailbox Owners – they are responsible for controlling access to the shared site mailbox.

    Note: For the personal NHS mailboxes, it is important to choose staff who genuinely need access to NHSmail. Any mailboxes not utilised for 90 days will be de-activated and permanently deleted after a further 90 days.

    What if a new staff member requires an NHSmail account?

    This can be requested by the Shared Mailbox Owner by emailing the national helpdesk at careadmin@nhs.net. They should include the new starter’s name, a personal mobile number (as the password will be sent via text message) and an individual email address (as they will be sent an email with their username and link to their NHS account). They should also let them know if the staff member had access to an NHSmail account at their last organisation. See the Guide for Social Care Organisations for more details.

    What if a person who has a personal NHSmailbox is leaving the organisation?

    The person or the Shared Mailbox Owner needs to notify the national helpdesk at careadmin@nhs.net with their name and date of leaving. They should also let them know if they are moving onto a new social care organisation. If the person is leaving social care altogether, their account will be permanently deleted 30 days after being marked as a ‘leaver’. See the Guide for Social Care Organisations for more details.

    To comply with GDPR regulations, it is important the national helpdesk are notified before the person leaves.

    What if a person works across sites and needs access to more than one Shared Site Mailbox?

    This is possible but the person or the Shared Mailbox Owner needs to notify the national helpdesk at careadmin@nhs.net with the permissions they require. The helpdesk will advise on next steps.

    Managing the Data Security & Protection Toolkit

    Your organisation’s Toolkit, whether completed by the care home or by head office, must be completed every year. Please make a note of your renewal date and take steps to prepare and submit your next year’s Toolkit prior to the one year-anniversary of the last submission. Failure to do so on time could result in your home’s NHSmail access being taken away.

    If any evidence changes throughout the year, you can review and republish your Toolkit assessment at any time.

    Need help?

    Further guidance on using NHSmail is available in the easy-to-read Guide for Social Care Organisations.

    NHS social care email users that have joined NHSmail by the registration portal can contact the national administration service for email support via careadmin@nhs.net or by calling 0333 200 1133. All NHSmail users can also contact the national helpdesk via helpdesk@nhs.net or call 0333 200 1133. The NHSmail service provides a national helpdesk 24 hours a day, 365 days a year.

    List of providers already using secure mail


    Care Home NameAddressTownPostcodeNHS email address
    31 Bushey Hall Road31 Bushey Hall RoadBusheyWD23 2EEcare.watford.caremanagementgroup3vl3ga@nhs.net
    Anson CourtShakleton WayWelwyn Garden CityAL7 2FFenhertsccg.ansoncourtwelwyngardencity@nhs.net
    Apton Road (HCC)34 Apton RoadBishops StortfordCM23 2SNcath.sharples@hertfordshire.gov.uk
    Ashview Nursing HomeWare RoadWidfordSG12 8RQenhertsccg.ashviewwidford@nhs.net
    Autumn Vale Care CentreDanesbury Park RoadWelwyn Garden CityAL6 9SNenhertsccg.autumnvalewelwyn@nhs.net
    Baldock Manor4 London RoadBaldockSG7 6NDenhertsccg.baldockmanorbaldock@nhs.net
    Beane River View1 Beane ViewHertfordSG14 3UDenhertsccg.beaneriverviewhertford@nhs.net
    Beau Sejour12-14 Castle RoadSt AlbansAL1 5DLcare.stalbans.beausejourcareservicVL3FT@nhs.net
    Belmont ViewHailey LaneHertfordSG13 7PBenhertscg.belmonthertford@nhs.net
    Benslow Nursing HomeBenslow RiseHitchinSG4 9QYenhertsccg.benslownursinghome@nhs.net
    Bentley HousePegs LaneHertfordSG13 8EGenhertsccg.bentleyhousehertford@nhs.net
    Brent CottageAdmirals WalkHoddesdonEN11 8ABenhertsccg.brentcottagehoddesdon@nhs.net
    Broad Oak Manor Nursing HomeBroad Oak EndHertfordSG14 2JAenhertsccg.broadoakmanohertford@nhs.net
    Broadview8 Great North RoadWelwynAL6 0PLenhertsccg.broadviewwelwyn@nhs.net
    Bullsmoor Lodge35/49 Bullsmoor RoadEnfieldEN3 6TEcare.enfield.bullsmoorlodgevl0jr@nhs.net
    Burleigh House41 Letchworth RoadBaldockSG7 6AAenhertsccg.burleighhousebaldock@nhs.net
    CourtlandsCourtlands CloseWatfordWD24 5GWcare.watford.courtlandlodgevl3gr@nhs.net
    Cromwell Avenue9 Cromwell AvenueCheshuntEN7 5DJenhertsccg.cromwellavenuecheshunt@nhs.net
    Elizabeth House Residential Care HomeElizabeth CloseWelwyn Garden CityAL7 2JBcare.wgc.elizabethhouseresidevndge@nhs.net
    ElmhurstWindhillBishops StortfordCM23 2NFenhertsccg.elmhurstbishopstortford@nhs.net
    ElmsideElmside WalkHitchinSG5 1HBenhertsccg.elmsidehit@nhs.net
    Falcon House Residential HomeGeorge GreenBishops StortfordCM22 7PPenhertsccg.falconhousebishopstortford@nhs.net
    Forest Care Village Elstree and Borehamwood10-20 Cardinal AvenueBorehamwoodWD6 1EPcare.forest.forestcarevillageelsvlwq9@nhs.net
    Fosse HouseErmine CloseSt AlbansAL3 4LAcare.stalbans.fossehousevl3h6@nhs.net
    FourfieldsRosedale WayCheshuntEN7 6HRenhertsccg.fourfieldswalthamcross@nhs.net
    Foxholes Care HomePirton RoadHitchinSG5 2ENenhertsccg.foxholescarehomehitchin@nhs.net
    Frank Foster HouseLoughton LaneTheydon BoisCM16 7LDcare.theydon.frankfosterhousevl2fa@nhs.net
    Garden City CourtWhitewayLetchworthSG6 2PPcare.letchworth.gardencitycourtvm6mj@nhs.net
    Gombards6 London RoadWelwyn Garden CityAL6 9ELenhertsccg.gombardswelwyngardencity@nhs.net
    GreenacresWellfield CloseHatfieldAL10 0BUenhertsccg.greenacreshatfield@nhs.net
    Grace Muirel House104 Tavistock AvenueSt AlbansAL1 2NWcare.stalbans.gracemurielhousevm6gq@nhs.net
    Greenwood Lodge11 Barry CloseChiswell GreenAL2 3HNenhertsccg.greenwoodcottagestalbans@nhs.net
    GuysfieldWillian RoadLetchworth Garden CitySG6 2ABcare.guysfieldletchworth@nhs.net
    Halcyon DaysThe Old RectoryHitchinSG4 7LUenhertsccg.halcyondaysgraveley@nhs.net
    Hargrave House103 Cambridge RoadStanstedCM24 8BYCare.stansted.hargravehouseVL2G6@nhs.net
    Harpenden Bethesda Home201 Luton RoadHarpendenAL5 3DDCare.harpenden.harpendenbethesdahomVL3HX@nhs.net
    Heath LodgeDanesbury Park RoadWelwyn Garden CityAL6 9SNenhertsccg.heathlodgewelwyn@nhs.net
    Highbury Rise6 Highbury RoadHitchinSG4 9RWenhertsccg.highburyrise@nhs.net
    Highfield Care Home34 - 36 Hoe LaneWareSG12 9NZcare.ware.highfieldcarehomeVM5TX@nhs.net
    Hillcrest10 Great North RoadWelwynAL6 0PLenhertsccg.hillcrestwelwyn@nhs.net
    Hillside Rest Home39-43 Kingsfield Road, OxheyWatfordWD19 4TQcare.oxhey.hillsideresthomevl3j8@nhs.net
    Hixberry Lane40 Hixberry LaneSt AlbansAL4 0TZlisa.whitmarsh@hertfordshire.gov.uk
    Homeside6 Great North RoadWelwynAL6 0PLenhertsccg.homesidewelwyn@nhs.net
    HonisterEllenbrook LaneHatfieldAL10 9RWenhertsccg.honisterhatfield@nhs.net
    Howe Dell ManorOld Rectory LaneHatfieldAL10 8AEenhertsccg.howedellmanorhatfield@nhs.net
    Humfrey LodgeRochelle CloseThaxtedCM6 2PXcare.thaxted.humfreylodgeVL2GR@nhs.net
    Isabel Court (HCC)1-6 Isabel CourtHoddesdonEN11 0LQJill.Hetherington@hertfordshire.gov.uk
    Jacobs Neurological CentreHigh Wych RoadSawbridgeworthCM21 0HHRhc.neuroadmissions@nhs.net
    Jacobs Neurological Centre The GardensHigh Wych RoadSawbridgeworthCM21 0HHRhc.neuroadmissions@nhs.net
    Jubilee CourtLonsdale RoadStevenageSG1 5BSenhertsccg.jubileecourtstevenage@nhs.net
    Kestrel Grove Nursing HomeHive Road, Bushey HeathBusheyWD23 1JQCare.bushey.kestrelgrovenursingHVLKAF@nhs.net
    Kingfisher Nursing HomeCollege RoadCheshuntEN8 9NQenhertsccg.kingfishercheshunt@nhs.net
    Knebworth Care Home59 London RoadKnebworthSG3 6JEcare.knebworth.knebworthcarehomevm9fw@nhs.net
    Lambourne Grove HPFTHixberry LaneSt AlbansAL4 0TZlambourn.grove@nhs.net
    Lammasmead61 LammasmeadCheshuntEN10 6PFenhertsccg.lammasmeadbroxbourne@nhs.net
    Langley View Residential Home60 Langley RdWatfordWD17 4PNcare.watford.langleyviewresidentiVM1RC@nhs.net
    Lannock ManorHitchin RoadHitchinSG4 7EEenhertsccg.lannockmanorhitchin@nhs.net
    Libury HallLibury HallGreat MundenSG11 1JDenhertsccg.liburyhallware@nhs.net
    LogandeneAshley CloseHemel HempsteadHP3 8BL
    Lugano Residence for the Elderly3 Powell RoadBuckhurst HillIG9 5RDcare.buckhurst.luganoresidenceforthVL2HR@nhs.net
    Martins HouseJessop RoadStevenageSG1 5LLenhertsccg.martinshousestevenage@nhs.net
    Monread LodgeLondon RoadKnebworthSG3 6HGenhertsccg.monreadlodgeknebworth@nhs.net
    Mountbatten LodgeOld Crabtree LaneHemel HempsteadHP2 4EXcare.hemel.mountbattenlodgevl3kv@nhs.net
    Nightingale Nursing Home85 New RoadWareSG12 7BYenhertsccg.nightingalenursinghomeware@nhs.net
    Oak Cottage4 Wilkins Green LaneHatfieldAL10 9RTenhertsccg.oakcottagecarehatfield@nhs.net
    Park View Residential Home118 Gammons LaneWatfordWD24 5HYCare.watford.parkviewresidentialhvl3l8@nhs.net
    Pinelodge Care HomeGraveley RoadStevenageSG1 4YScare.watford.pinewoodlodgevl3nn@nhs.net
    Pinewood LodgeOxhey DriveWatfordWD19 7HRcare.watford.pinewoodlodgevl3nn@nhs.net
    Providence CourtProvidence WayBaldockSG7 6TTenhertsccg.providencecourtbaldock@nhs.net
    Queensway House148 Jupiter DriveHemel HempsteadHP2 5NPenhertsccg.queenswayhousehemelhempstead@nhs.net
    Quince House77 Adeyfield RoadHemel HempsteadHP2 5DZcare.hemel.quincehousevl3lg@nhs.net
    Scarborough House (HCC)395 Scarborough AvenueStevenageSG1 2QAlesley.simpson@herfordshire.gov.uk; jaqui.philo@hertfordshire.gov.uk
    Seymour House13-17 Rectory RoadRickmansworthWD3 1FHcare.ricky.seymourhousevl3m4@nhs.net
    Shenleybury HouseBlack Lion HillRadlettWD7 9DEcare.shenley.shenleyburyhouselimivl3m5@nhs.net
    Sloe Hill Residential HomeSloe Hill Mill LaneSt IppoytsSG4 7NN enhertsccg.sloehillhitchin@nhs.net
    St Audrey'sChurch StreetOld HatfieldAL9 5ARenhertsccg.staudreyshatfield@nhs.net
    St Catherines Nursing HomeSpring RoadLetchworth Garden CitySG6 3PRcare.stcatherineslgc@nhs.net
    St Christopher's Nursing HomeDrakes WayHatfieldAL10 8XYenhertsccg.stchristophershatfield@nhs.net
    St Michaels House71 Howell RoadWelwyn Garden CityAL7 3SFkaren.matthews@hertfordshire.gov.uk
    Stagenhoe ParkSt. Paul's WaldenHitchinSG4 8BYenhertsccg.stagenhoehitchin@nhs.net
    The Chase Care Centre4 Printers Avenue, Off Whippendell RoadWatfordWD18 7QRcare.watford.thechasecarecentrevm75h@nhs.net
    The Orchard Nursing Home129-135 Camp RoadSt AlbansAL1 5HLcare.stalbans.theorchardnursinghomesvnajv@nhs.net
    The Priory HospitalLongcroft LaneHemel HempsteadHP3 0BNrichard.ball4@nhs.net
    The White House Nursing HomeGillison CloseLetchworth Garden CitySG6 1QLenhertsccg.whitehouseletchworth@nhs.net
    Vesta LodgeWatling ViewSt AlbansAL1 2PBcare.stalbans.vestalodgevl3n1@nhs.net
    Villa ScalabriniGreen StreetShenleyWD7 9BBcare.shenley.villascalabrinivl3n2@nhs.net
    Wensley House Residential HomeBell CommonEppingCM16 4DLcare.epping.wensleyhouseresidentvl2p7@nhs.net
    Westbourne Residential Care Home9 Bedford RoadHitchinSG5 2TPenhertsccg.westbournecarehome@nhs.net
    Westgate House Care CentreTower RoadWareSG12 7LPenhertsccg.westgatehouseware@nhs.net
    Westmeade69 Westmead CloseCheshuntEN7 6JRenhertsccg.westmeadecheshunt@nhs.net
    Windmill Lodge2 Windmill HillBuntingfordSG9 9JPenhertsccg.windmill.lodgebuntingford@nhs.net
    Winnett Cottage111 Hertford RoadStevenageSG2 8SHenhertsccg.winnettcottagestevenage@nhs.net
    Wisden CourtWIsden RoadStevenageSG1 5JDenhertsccg.runwoodhomesstevenage@nhs.net
    Woodland GroveRectory LaneLoughtonIG10 3RUcare.loughton.woodlandgroveVM8VF@nhs.net
    Woodlands View Residential and Nursing HomeMagpie CrescentStevenageSG2 9RZenhertsccg.woodlandsviewstevenage@nhs.net

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