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.do.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 using NHS login then you will continue to use this to access your account.

If you registered before NHS login was introduced then you can sign in using your email address and password. If you cannot remember your password then please use the 'Forgot Password' option. 

Can I register with the same email address as my family member?

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.

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. 

What is NHS login?

NHS login allows you to access lots of different health and care websites and apps with just one set of login details. You can securely access many digital health and care services with one email address and password. We use NHS login as our default process for registering for MyWay Diabetes.

You can find out more about NHS login here.

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.

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 are 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 that 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.do.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 at 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.