In December 2020, the old style nhs.net accounts were migrated onto a new platform – Microsoft Outlook 365. All NHS Mail accounts for Scotland on this new platform now end in ‘nhs.scot’.
Email via community pharmacy shared mailboxes is now the primary method of communication between NHS Lothian and community pharmacies. Emails will include urgent drug alerts and recalls, important Scottish Government circulars, hospital discharge letters for patients, NHS Lothian contracts and services information, cascade messages (such as lost prescriptions), and important updates on various community pharmacy topics.
It is therefore vital that all pharmacy staff have their own NHS Mail Outlook accounts linked to the shared mailbox, and it is important that staff can check this mailbox at least three times a day throughout the week.
If you have recently received login details for your new NHS Mail Outlook account ending in nhs.scot, you should log in (ideally using the Edge or Chrome browsers) at:
https://outlook.office.com/mail/
We recommend you log into your NHS Mail Outlook account weekly to keep it active and avoid it being deleted by IT housekeeping.
All requests regarding Outlook accounts can now be self-logged by users in community pharmacies using the NHS’s IT portal Service Now which is accessible from all community pharmacy computers. Requests which can be logged on Service Now include:
The benefits to community pharmacy users of using Service Now include:
You can log into Service Now at:
https://nhsses.service-now.com/sp/
Please see below for the user guide. Please note Service Now replaces the previous process of emailing request forms to Directory Services mailbox.
When logging into Outlook at the beginning, you may be prompted by the screen to set up authentication method. We strongly recommend you avoid downloading the authenticator app which can be unreliable, and instead choose the process where Outlook will text a six digit code to your mobile phone. To set this up, click the link ‘I want to use a different method’ then choose ‘phone’ and continue to fill out your details.
If you just have forgotten your password, but have successfully logged into your account within the last few weeks and MFA is working fine for you, you can try resetting your password via this link: https://passwordreset.microsoftonline.com
When choosing your new password, remember that it needs to be at least 14 characters long, and contain a mix of upper and lower case characters, plus a number. It should not be easily guessable, not contain your name or the word 'password', or be the same as previous passwords used. Further details can be found in the document in the Useful Links section below.
If this doesn’t work for you, you can either log a password reset request via Service Now or call eHealth on 0131 536 5050 (9am-5pm, Mon to Fri) to log a Service Now request for you. You will receive a new password letter at the pharmacy.
If you have any problems logging into Service Now to log a request, you can also phone the eHealth helpdesk (9am-5pm, Mon to Fri) on 0131 536 5050 to log a call on your behalf on Service Now. For certain requests they may say that you need an NHS line manager to put it through - just remind them that you are an external contractor and not NHS staff and therefore have no NHS line manager!
NHS Mail Outlook application form (updated March 2023)
Getting set up for Service Now self-service (how to log on the first time and set up MFA)
Service Now user guide (how to log different types of requests)
Setting new passwords and acceptable Microsoft password criteria