FAQs

What benefit do I get from using MyWay Diabetes?

Feedback and user stories from people with diabetes who are using diabetes show great benefit from use. Clinical teams describe a different kind of consultation with platform users based on knowing where the key measures are in relation to best practice. More formally we know from research that

People with diabetes benefit in two different ways from using the MyWay Diabetes platform:

• 90% of users report better diabetes management, improved diabetes knowledge and improved motivation and better use of their consultations.
• Users also reductions in weight, blood pressure, cholesterol and average blood sugar (HbA1c) levels. This means that the users will also have a lower risk of things like ischaemic heart disease, myocardial infarction, heart failure, stroke, amputation, blindness and ulceration of feet and logs.

More info here www.mwdh.co.uk/sope

In short by providing you with your data and with information and course content, the platform helps you to make the best decisions you can for your health, now and in the future.

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

If you have problems logging in, visit the MyWay Diabetes 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 family member?

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

We have been made aware that some users of MyWay Diabetes 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 MyWay Diabetes account.

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 support@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.

How do I get the codes which are needed on the registration page?

If you have registered for online services (e.g. if you use an app to order your repeat prescription) with your GP you will have been sent the three codes in a letter. If you have not registered for online services you will need to contact your practice to see how this can be done.

What should I do when I am finished using the system for the day?

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 support@mwdh.co.uk and we will be able to provide you with your username.

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 email us at support@mwdh.co.uk and we 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.

Feedback: 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 is 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 support@mwdh.co.uk to provide us with details so that we can investigate this further.

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.

How up to date is the information on MyWay Diabetes?

The information, external links and eLearning courses 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 MyWay Diabetes, 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.

How do I know if my data is safe?

You can read a summary of how MWDH operates including information on how the staff and company policies and processes are designed with security in mind here (link to www.mwdh.co.uk/sope)

Can I use MyWay Diabetes to share my data?

Currently, we do not have the ability for you to share parts or all of your data (including any which you input yourself) with other people using the Web App. You can of course physically show, discuss or tell people about this information at your discretion.

I’ve got an idea for how you can improve MyWay Diabetes?

We would love to hear any of your ideas. Please fill out the contact us form or email us directly on support@mwdh.co.uk, and let us know how we can make things better for you.

How can I make a complaint?

We're sorry to hear that we haven’t lived up to your expectations of our quality of service. Please either get in touch on support@mwdh.co.uk or fill out the contact us form.