NHS Mail (Outlook) Accounts
When accessing a pharmacy shared mailbox for the first time, you need to type in the full NHS Mail address to help Outlook find it!
Email via community pharmacy shared mailboxes is now the primary method of communication between NHS Lothian and community pharmacies. It is important that ALL pharmacy staff have their own NHS Mail Outlook accounts linked to the shared mailbox and staff check this mailbox at least three times a day throughout the week. Emails will include
- Urgent Drug
- Alerts and Recalls
- Scottish Government Circulars
- Discharge Letters
- NHS Lothian Contracts
- Prescription Cascades (lost/stolen/missing prescriptions)
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
ServiceNOW Portal
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:
- New NHS Mail Outlook accounts for new staff
- Reactivation/unlocking of existing accounts
- Deletion of accounts for staff leavers
- Password resets
- Linking/unlinking from a pharmacy’s shared mailbox
- Updating the user’s details such as name, job title, location and contact telephone number
The benefits to community pharmacy users of using Service Now include:
- Each request is given a unique call reference number for easier tracking and progress by Directory Services and users
- Users who log requests will be emailed regular updates on the progress of their requests
You can log into (at the login page, please hit ‘external login’ and use an NHS email account as a username) Service Now at:
https://nhsses.service-now.com/sp
If you are a locum or have any problems logging into Service Now to log a request, you can also email completed forms to Loth.directoryservices2@nhs.scot. Please see below for the user guide. Please note Service Now replaces the previous process of emailing request forms to Directory Services mailbox.
Multifactor Authentication (MFA)
When logging into Outlook at the beginning, you may be prompted by the screen to set up authentication method. Multi Factor Authentication app can be a bit flaky and stop working suddenly via the Authenticator App – it’s best to choose to verify using a 6 digit code texted to your personal mobile instead. We therefore strongly recommend you avoid downloading the authenticator app 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.
Password Resets
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.
Support
If you have any problems logging into Service Now to log a request, you can also email completed forms to Loth.directoryservices2@nhs.scot 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!