Who do I contact if I can't log in?

If you have problems logging in, visit the My Diabetes My Way Somerset home page on a computer and click the "login" button. If you have previously registered, then please login using your username and password. If you cannot remember your username then please try your email address as this is the default setting.

Can I register with the same email address as my husband/wife/parent/child etc.?

Unfortunately not. For security reasons, we would strongly advise against this as your email address is used to verify your identity and your My Diabetes My Way Somerset account contains personal and sensitive information relating only to you.

We have been made aware that some users of My Diabetes My Way Somerset share email addresses with someone else. For example, a husband and wife, or parent and child signing up to use the system. Please only use your email address for your My Diabetes My Way Somerset account.

I received confirmation that my enrolment was complete but have still not received my letter with my verification code

These letters are not immediately generated. Before we can send out your verification code, we must make sure that our system has all your information through from your GP’s system and that this is secure and accurate. Once these details are matched then we can generate and send your verification code. We do aim to send these out to you as soon as we can, although we must make sure everything is correct before doing so.

Where do I go to enter my verification code?

The website address is in the letter you received but you can also access it by going to https://somerset.mydiabetes.com/Verify.

What do I do if my verification code is not working?

Make sure that you are typing the code exactly how it appears on your letter. Please also check that you are entering the same email address that you registered with. If you still experience issues, then please email us at somerset@mwdh.co.uk.

I haven’t received my email verification link.

You will only receive this link if you haven’t already verified your email. If you have then you will move directly to set your username. Please check your junk and spam folders in your email if you are waiting on the email verification link.

How do I find out my username?

During the registration process, you will be asked to set your username. If you don’t set one, then it will default to your most recently confirmed email address. If you have forgotten your username then you can email us at somerset@mwdh.co.uk and we will be able to provide this for you.

I haven’t received my password reset email.

Please check your junk or spam folders first as they may have gone in there. If you still can’t see it then you can use the ‘Forgot Password’ link on the Login section of the website.

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 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.

I have forgotten my password

You can reset your password by clicking the ‘Forgot Password’ option on the Login section.

I can’t remember my username

This should be in the email you received after setting it. If you haven’t kept this email, then get in touch with us at somerset@mwdh.co.uk and we will be able to provide you with your username.

Are there any times when I will not be able to view my information?

Every Tuesday evening between 5 pm and 7 pm 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 out with 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:

Technical issues: If your data is not updating, is inaccurate or there are problems with the website, then somerset@mwdh.co.uk will be able to resolve these issues.
Healthcare questions: If you have a question about your clinical information, then you should contact your usual health care professional.
If you have any general feedback about improvements that could be made to the website, then you can submit comments on the ‘feedback’ section of the site.

Why are some of my data missing?

If you notice that you are missing any data or any of it is inaccurate then please get in touch with us at somerset@mwdh.co.uk to provide us with details so that we can investigate this further.

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 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 to a new 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.

My GP is based in one CCG, 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?

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 system that links to your diabetes record.

Why do some of my records show more than once in the "history" tables?

My Diabetes My Way Somerset takes records from your GP surgery, hospital diabetes clinic, labs and other data sources. In some cases, these results may end up in all 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.

How up to date is the information on My Diabetes My Way Somerset?

The information and external links are kept up to date via an Education group which meets every two weeks. This group consists of diabetes specialists including consultants, nurses, dieticians and patient representatives.  Alongside developing most of the content that’s on the My Diabetes My Way Somerset website, the Education group reviews the links to all external resources at least every 12 months to make sure the information that is provided is accurate and in line with current national guidelines.  

How do I know that the training courses are of good quality?

All training courses which you will find on the App or website have been developed by a multi-disciplinary team of diabetes experts with input from patients during the development process. The courses are then independently accredited by QISMET (Quality Institute for Self-Management Education and Training) to ensure that they meet your needs for self-learning and management.

Mobile App FAQs

How safe is my data on the App and Website?

We take data security very seriously. Your data is handled under an information security management system which is awarded ISO27001 status. In short, this means that policies and procedures are in place which covers legal, physical and technical controls which address our approach to information risk management.  Please also look at the Privacy notice (in the My Links section of the App) for a more detailed description.

What can I do if I have an idea or a complaint about the App?

Please note any clinical questions must be directed to your healthcare team.

We would encourage anyone who has an idea, has feedback about how the service could be improved or wishes to make a complaint, to use the feedback form on the App. We welcome all feedback and we try to work with you to resolve any issues you may have and/or understand and adopt any ideas for improvement which you may suggest. You can also use this form should you wish to request a copy of data held about you by the App.

What benefit do I get if I make use of the App or website?

A range of published surveys and research show that people with diabetes can benefit in two important ways. In a survey of over 1,000 patients, about 90% of users report better diabetes management, improved diabetes knowledge, improved motivation and better use of their consultations. When academics from the University of Dundee looked back at user data compared to data from those who did not use the platform, they saw reductions in weight, blood pressure, cholesterol and average blood sugar (HbA1c) levels.

The HbA1c values have been used to estimate the benefit of just the HbA1c reduction and this shows that user populations have a lower risk of things like ischaemic heart disease, myocardial infarction, heart failure, stroke, amputation, blindness and ulceration of feet and legs. In short, by providing you with both your data and tailored content, the App helps you to make the best decision you can for your health at any given time point.

Can I use the App to share my data?

Whilst the app is designed to integrate with your healthcare record and display your diabetes data in a helpful easy to understand way, it does not currently allow sharing of data from the App to any other systems. The only way you can ‘share’ is by physically showing your device screen to another person.

I have enabled notifications on my phone but do not get any notifications, is there a fault?

The app is behaving as expected. For a variety of reasons, the current version of the app was not designed to push notifications to users. Whilst you can enable this setting, currently, it will not affect how the app operates.

I cannot find any settings to help with my vision impairment in the App

The app is designed to react to your device settings so if you change font style or size, the text will match in the app. Similarly, if you change the colour settings/contrast on your device this will be reflected in the app.