*Portal update – Friday 6th March 2020*
Earlier this week we provided you with an update on the GenderGP Portal. As you know, we have been working around the clock to settle as many people into our new home as possible and we are really making progress.
To ensure any straightforward questions can be answered in the simplest way possible, and to prevent any further delay, we wanted to share our frequently asked questions with you: https://www.gendergp.com/portal-faq/
If you do have a question, please have a look here prior to emailing in.
Here are two questions which appear to be triggering most of the email traffic:
Q. Have you received my email?
A: As soon as your message has been sent in the GenderGP Portal it is visible to the team. Based on your feedback, we are looking at ways of adding a read receipt, for added reassurance!
Q: I contacted you via email, are you still receiving these?
A: All our email addresses have been redirected to the Portal, so any email you send to us now or have sent to us at any time in the past will be received. The only exception to this is the email address support@mywebdoctor.desk.com this no longer works.
If you have sent anything to this email address we would kindly ask that you resend it to one of the following:
– Info@GenderGP.com (for general queries)
– Prescription@GenderGP.com (for prescriptions)
– Urgent@GenderGP.com (for urgent queries)
– Help@GenderGP.com (for help with Portal)
Thank you for bearing with us and we hope you have a lovely weekend x ️
Earlier this month we went live with the GenderGP Portal.
While our existing email-based system has served us well, we wanted to provide our community members with their own safe space online. Somewhere they can manage their account and receive support for their health and wellbeing, as well as somewhere they can record their feelings and even keep a diary of their experiences, if they so wish.
This has been a very long time in the planning and after many many months of hard work we pressed the button (and held our breath)!
While for many, the switchover to the new system has been straightforward, for others it has been more of a challenge, and in some cases it has led to unnecessary confusion and frustration. This in turn has led to a sharp increase in messages into the service which we are working through case by case. Because each message deserves the proper attention, it is taking some time to clear the backlog.
In the meantime we’ve produced some short videos:
2. To show you what you can expect from the GenderGP Portal
3. To show you what the team sees when you submit information
Please bear with us while we work through the backlog – we are confident that once you are in and settled you will be delighted with the new platform!
For more information you can visit here: https://www.gendergp.com/ggp-portal/ We have pulled together an FAQ here: https://www.gendergp.com/portal-faq/ and we also have three email addresses which you can use if you need to contact us.
For prescriptions: Prescription@gendergp.com
For anything urgent that cannot wait: Urgent@gendergp.com
For help with access to portal: Help@gendergp.com
A reminder that we will be working around the clock to answer all of your emails but do not worry if our response times are slower than usual. We are working as quickly as possible to answer all queries and aim to have the GenderGP Portal up to speed and glitch-free as soon as we can.
Thank you for bearing with us – The GenderGP Team
your portal doesnt work .. just leave me on email system…….I need something i can rely on, thanks..so I prefer to opt out of that
Hi Stella, Glad to hear you managed to gain access to your account. If you have any further issues, don’t hesitate to drop us an email: help@gendergp.com
My password won’t work and the reset link doesn’t send and email!
Thank you for your message Lara. Please accept our apologies for any frustrations you might have had logging in. We have identified and resolved the glitch and kindly request that you give it another go. If this fails, drop us an email at help@gendergp.com and a member of the team will do all they can to help. As you can imagine we are receiving higher than normal numbers of emails so please bear with us.
Aby, I’ve sent numerous emails and I’m sure they’re not reaching you.
I’m feeling stressed without my oestrogen
I’ve emailed directly to the info@ address
Thanks
Paula
Hi Paula, I am so sorry about the delays. I can confirm that we have received the email to the info@GenderGP.com address and I shall ask the Pathway Team to get on to this as soon as they are back on Monday. We have had some problems which have caused delays but rest assured that these are now being resolved. With many apologies, Aby
I think the new platform looks great and when once the glitch is fixed it will really help with communication. Thank you for working so hard in improving the method your services are delivered.
The portal is a good way to keep everything together, although there are some issues I’m facing trying to get onto it, as the page is blank after having used it a couple times, that being on all devices.
If that could be sorted then I’d be happy to use that instead of having to reply to emails through my usual email.
It’s a little clunky at the moment, folks, but bear with it. I’m sure that it will ‘transition’ into a really effective mechanism for communication, support and service provision over time.
Dr Webberley is totally devoted to our community. She won’t let us down!
As with a lot of new and untested systems (JPA for the RAF in 2006) there will be teething problems. I have certainly encountered my fair share on the new GenderGP portal.
However, it seems all is starting to be ironed out. I am grateful for the effort all the folk at GenderGP have put into sorting it out.
I am looking forward to advancing my own care with them. I have also found their Facebook page (I detest Facebook) very helpful for accessing information and advice.