This page contains some frequently encountered issues with information as to how to solve them and whom to contact for more help.
Contact can be made via Teams, email, and internal phone using the four digits written next to the phone icon on this page (📞 XXXX).
You can find most of the contacts you need at Key People to Know.
EMIS Issues
I can’t log onto EMIS. Whom do I contact and how?
For technical issues with EMIS, such as issues logging on, contact the IT team via:
- the 🖥️ IT Issues form for non-urgent issues (it’s also on the Penrose Portal homepage, under Forms)
- call 📞 5050 or 02034745355 for urgent issues
- the Penrose Health IT Help Guide page (for urgent contacts and general IT info).
I need to change a clinical template on EMIS… who can help me?
Clinical template changes are handled by the Data Controller (see Key People to Know for how to contact them).
I don’t remember the EMIS code for my site. Can I find it in the Portal?
EMIS codes for all sites can be found on Our Sites.
Facilities Issues
Our lights have gone out in the loo. Who can change the bulbs for us as we don’t have a ladder?
If your site has any equipment in need of repair or any issues with the actual facility, you can arrange for this to be sorted by filling in the 🔨 Facilities Issues form (it’s also on the Penrose Portal homepage, under Forms).
Pay Issues
I haven’t gotten paid this month. Whom can I contact?
The best way to contact the Payroll team is:
- use the Penrose Portal form: 💰 Payroll Queries
- email: payroll.penrosehealth@nhs.net.
Patient Issues
A patient wants to make a formal complaint. Where do I direct the patient?
All the information you require for this is on our page Feedback & Complaints.
I’ve had a difficult conversation with a patient and I need to tell someone about it. Whom can I contact?
If you feel you need to talk to someone about a patient interaction, you could contact:
- your Team Lead, or
- our Patient Experience Manager (see Key People to Know for how to contact them).
Learning & Development Issues
I have been asked to complete some training but I need more information about it. Who can I contact?
Our Learning & Development Coordinator (see Key People to Know for how to contact them).
How do I access/use Penrose Academy?
See our page Penrose Academy for all the details you need about this training platform.
Penrose Portal Issues
Who writes and maintains the Penrose Portal?
The Learning & Resources Team write and edit all the information on the Portal.
You can feedback to them via:
- the form → 🗣️ Feedback on these guides (it’s also on the Penrose Portal homepage, under Forms)
- email → 📨 penrose.learning@nhs.net
Accurx Issues
How do I request an edit to/a new Accurx Template?
Fill in the form: 💬 Request a new Accurx template (it’s also on the Penrose Portal homepage, under Forms).
Who writes and maintains the Accurx Templates?
The Learning & Resources Team. See Penrose Portal Issues above for how to contact them.
Sites Issues
I have to attend the London Bridge site. Do we have any information on the Portal about this site?
You can find all the information you need about attending the London Bridge site, including information on how to get there by public transportation, here: More information about the London Bridge office.
Staff Issues
All Clinical Leads can be found at Key People to Know
Line Managers can be found on your My Info page on BambooHR.