Registration Authorities (RA)
Dorset Registration Authorities (RA) Function is run by NHS Dorset for NHS Dorset, primary care practices and Dorset pharmacies.
The senior responsible officer on the NHS Dorset board, for the RA function, is the Head of the Digital, Technology & Intelligence Directorate.
An NHS smartcard is needed in order to access most of the NHS clinical software. Smartcards should only be used by the individual to whom it has been issued to, and never left logged onto an unattended machine. This site is designed to provided material to assist in understanding the processes around smartcard issues and management.
The smartcard FAQs may answer your queries.
The national RA process guidance is available on the NHS Digital website. The RA process guidance clearly explains your responsibilities as an RAA or sponsor.
Stolen, lost or misused cards must be reported to the Smartcard Support Desk immediately smartcard.support@nhsdorset.nhs.uk
You can now unlock your own smartcard using the self-service portal – guidance.
How to get a smartcard?
If you work within a practice – please see your local Registration Authority Agent/sponsor for the practice, who will check your IDs, set you up on CIM and then request the Smartcard for you.
If you work within a pharmacy – If you work within a pharmacy – please see your local registration authority agent for the pharmacy, who will check your IDs, set you up on CIM and then request the smartcard for you.
CIM can be accessed via the Spine Portal. CIM will be an option on the menu “Launch Care Identity Management”. All PC’s should have the portal link as a shortcut.
How do I unlock my smartcard?
If you work within a practice – If you work within a practice – please see your local registration authority agent/sponsor for the practice, who will unlock your smartcard with you using CIM.
If you are a locum GP – contact the Smartcard Support Team who will advise you of the process or contact the practice in which you are next working at, they will be able to unlock this for you.
If you work within the CCG – Contact the Smartcard Support Team who will advise you of the process.
If you work within a pharmacy – a pharmacist, a sponsor or the registration authority agent at your pharmacy should be able to unlock your card using CIM. Instructions for the pharmacist are in the community pharmacy assistance section.
Stolen, lost or misused cards must be reported to the Smartcard Support Desk immediately.
If you are experiencing problems with smartcard software on your PC, you may need to complete a diagnostic test. The results of this test need to be sent to your IT department so they can then see what is missing from the PC and update the software. Alternatively, you can read through the NHS Digital Diagnostic Tool User Guide for further help and information.
To perform the smartcard software diagnostic test:
- Ensure all smartcards are removed from the readers and download the CIS Desktop Diagnosis Tool
- Open the downloaded ZIP file and then open the relevant folder which matches your machine.
- For 32-bit machine open CISDesktopDiagnosticTool_x86
- For 64-bit machine open CISDesktopDiagnosticTool_x64
- Navigate to your desktop and open the file named CIS_Desktop_Diagnostic_Log_YYY-MM-DD_HH-SS. This should contain all the information required from your machine.
- Send this document to your IT department for further analysis.
Under the smartcard system (CIM) it is possible for RA agents, sponsors and pharmacists to unlock cards and renew certificates. PC and software requirements – more information.
Pharmacies must now have two people within their organisation to act as a sponsor or registration authority agent (RAA).
Sponsors will be responsible for ensuring that a person in their area is suitable to have a smartcard and they must also agree what level of access that person should have (e.g. pharmacist, dispenser etc.). They should complete the request create user form below. Every pharmacy must have a sponsor. We will not be able to create new card, amend card details or add access to a users card without sponsorship from that pharmacy.
Registration authority agents will be responsible for undertaking the mandatory identity checks and should complete the create user form. Only RAA’s can undertake identity checks. A person cannot be both a sponsor and an RAA. For pharmacies that have sponsors already they will need to establish an RAA at their organisation. The alternative will be that the sponsor can continue to sponsor staff but until they have their own RAA the applicants will need to attend a Dorset CCG location to have their ID checks done in person by one of our RAA’s at NHS Dorset ICB.
For those pharmacies who do not have either a sponsor or a RAA they can send CIS RA forms for us to sponsor new applicants if they are are on the General Pharmaceutical Council Register, however, the applicant will have to attend NHS Dorset ICB for ID checks. We are unable to sponsor staff that are not on this register, therefore the organisation MUST establish a sponsor to get cards for dispensers or technicians who are not on any register we can check.
If you want to be an RAA or Sponsor for your pharmacy please see the section below Create a new Registration Authority Agent (RAA)/Sponsor
Smartcard forms
All the forms required for smartcard creation and modification are listed below. These forms must be completed, scanned and emailed to smartcard.support@nhsdorset.nhs.uk along with a photo if required.
Please note that on the request forms below the user ID information should be entered fully. For example the passport country, number and expiry date need to be accurate. The same is true of driving licenses. On the address ID we need the name of the company/organisation and the date it was issued, just entering ‘utility bill’ is not correct. These must be dated within the last 3 months.
Information if you are unsure on the relevant IDs.
The CIS form request create form needs to be completed by the sponsor for the pharmacy. This indicates that you are happy for this person to have a card and the level of access (e.g. dispenser). If the pharmacy has an RA agent the form should be given to them. If you do not have an RA agent then send this form directly by email to smartcard.support@nhsdorset.nhs.uk.
When the RAA receives the CIS – request create user form from the pharmacy sponsor they must then complete the CIS – Create user form. This is to record the ID checks that have been carried out by the RAA. You need to complete the CIS – Create User form and send it to the Smartcard Support Team. If you have an RAA they will be able to complete the ID checks prior to it being sent. This will mean the user will not have to attend a Dorset CCG location to have their ID checked.
The CIS – Modify User form should be used to request amendments to user details (such as name, photo etc.). The completed form should be sent to the Smartcard support team for the change(s) to be made.
The CIS – Assign Position form can be used to request a position be assigned to a user to allow access at your site. The CIS – Assign Position form is also used to remove a users access for your pharmacy.
Locum pharmacists
Pharmacists who are requesting locum access (FFFFF) on their smartcards must fill out the form. Once we have this form back along with points 1.1 or 1.2 AND 1.3 we can put the access on to your smartcard.
Smartcard unlocking
Smartcards can only be unlocked by the RA, sponsor or pharmacist (not locum).
It is the responsibility of the practice RAA’s to keep up to date all current users, at your site. This can all be accomplished by using the smartcard management system CIM – Care Identity Management.
Remove all old users
By deleting their access position for your site, “end dating” their positions for your site (or requesting the user to be closed via smartcard support if you know they have left the NHS for good). This should be done within 24 hours of them leaving.
Position changes, position deletion and smartcard unlocking
Position requests can be made by any one of the following:
Only the RAAgents, sponsors, Caldicott guardians or the practice managers can request position changes.
All RAAs/sponsors must have completed the appropriate RA/sponsor training course and have provided a certificate to show this, before they can make a position change request.
Request process
All requests for position changes should be sent to the smartcard.support@nhsdorset.nhs.uk. The email request should contain as a minimum the following information:
Position changes and new positions
Name and UUID of requester
Name of position to be changed (if it is a modification request)
Description of change required with the associated B code (activity) or R code (role). A description will suffice if the codes are not known
Reason for change
Position deletion
Name and UUID of requester
Name of position to be deleted
These requests will then be assessed by an RA Manager and if there are activities of a sensitive nature the RA Manager may want to refer this to Information Governance for approval.
In the event the request is rejected, the RA Manager will send an email reply to the requester indicating the request has been refused and the reason why.
The RA Manager, if happy the change is needed or will be useful, will then undertake the change. As part of the change the text box related to the change should indicate the requester’s name. The RAM will then advise the requester by email of the change completion.
Smartcard unlocking
Smartcards can only be unlocked by the RA, sponsor or pharmacist (not locum).
ID Checks
We now require NI numbers to be entered when setting up a new user in order for us to process the application. Without an NI number we will not print/issue the Smartcard. If you need help with the ID checking process please use the Identity check guidance from NHS Digital website.
To request a new RAA visit the Create a new Registration Authority Agent (RAA)/Sponsor section. If an RAA leaves your practice you must advise the Smartcard Support Team by email as only they can remove the RAA positions for the leaver. We will also need to update our RAA contact lists.
It is policy for all RAA’s when assigned to an RAA/sponsor position at a practice, pharmacy or ICB to be trained in RAA/sponsor responsibilities, ID checking responsibilities and Smartcard Management Systems (CIM).
The RAA/sponsor then needs to undertake the training which is in two parts:
- The e-learning module National RA and smartcard Policy is mandatory for Dorset and, once successfully completed, will produce a certificate that needs to be emailed with the signed RA and Sponsor Acceptance of Terms to smartcard.support@nhsdorset.nhs.uk. This training is provided by NHS Digital via e-Learning for Health and requires users to register for an account if they do not already have one. Once logged in please search for National RA and smartcard policy. If this is not available please email smartcard.support@nhsdorset.nhs.uk and we will get it added to your list of available courses
- In addition to the mandatory training, we recommend users undertake a 1-hour Microsoft Teams training on the smartcard software, Care Identity Management (CIM). This is provided by NHS Dorset Digital Support & Training Team and will ensure that you can create users, add/remove positions, unlock/re-certify smartcards and understand the processes for closing user accounts. Please email smartcard.support@nhsdorset.nhs.uk for available dates
If you are not able to attend the Microsoft Teams course, there is the option to read the how to guides on the NHS Dorset website, however it may be more difficult to support you with CIM related questions if you have chosen not to attend one of our MS Teams sessions.
Please note the RA/sponsor position will not be added to your smartcard until we receive a copy of the certificate from the online training as in 1. above.
CIM Tips
CIM Launch Care Identity Service
Care Identity Management is live and can be found on the NHS Spine Portal.
Certificate renewals issues
If the self renewal process gives an error or just keeps showing a revolving symbol, check that your smartcard is not a series 01,02,03,04 or 05. Check the number on the reverse of your smartcard in the bottom right hand corner, if it starts with the numerals 01,02, 03, 04 or 05 then you will not be able to renew it. You need to email smartcard.support@nhsdorset.nhs.uk and request a new card.
If it is a newer card you should ask an RA or sponsor to try to ‘repair’ the card in the service section of the users profile in CIM. Contact your IT Team and check the Identity Agent and Oberthur middleware setup is correct. Finally, if this does not work send an email to smartcard.support@nhsdorset.nhs.uk and request a new card to be printed.
Smartcard authentication issues
If you get the revolving arrows going round and round whilst in CIM smartcard unlock or the issue certificate function, this is a known national issue.
The problem is related to the type of smartcard readers being used. Some card readers which are located in keyboards have this issue. The resolution is to use 2 Omnikey readers and replace the keyboard with a keyboard that does not have a smartcard reader.
If you are a GP practice call Trusted Technology Partnership on 01425 470888 and they will help resolve the issue. Pharmacies will need to call their own IT support. If you feel able to sort the issue yourself there are two documents which may help you correct the smartcard unlocking issue:
All the forms required for smartcard creation and modification are listed below.
These form must be completed, scanned and emailed to smartcard.support@nhsdorset.nhs.uk along with a photo if required.
Please note that on the request forms below the user ID information should be entered fully, for example the passport country, number and expiry date need to be accurate. The same is true of driving licences. On the address ID we need the name of the company/organisation and the date it was issued, just entering “utility bill” is not correct. These must be dated within the last 3 months.
If you are not sure please read the ID checking instructions. The document is called “NHS Employers Identity Checks”.
CIS Request Create User Form – This form authorises the new staff members smartcard application and needs to be completed by the pharmacy sponsor. If you do not have an RA Agent then send this form directly by email to smartcard.support@nhsdorset.nhs.uk
CIS Create User Form – This form documents the new staff members ID and will need to be completed by the Registration Authority Agent (RAA). Please send the completed forms along with a photo to smartcard.support@nhsdorset.nhs.uk
CIS Modify User Form – This form requests amendments to the smartcard users details (e.g. name, photo etc.)
CIS Position Assignment Form – This form requests access to be added or removed to/from your organisation. Please send the completed form to smartcard.support@nhsdorset.nhs.uk
Contact us by e-mail for any support or general enquiries regarding smartcards.
All smartcard forms can be sent via email.
Vespasian House,
Barrack Road,
Dorchester,
DT1 1TG
FAQs
It will be up to the practice to initially deal with this through local disciplinary procedures. Breaches in security should be reported to the Registration Authority Manager via an email to smartcard.support@nhsdorset.nhs.uk.
No. The national model requires the sponsor to be a different person to the one dong the ID checks and issuing the card or changing permissions (RA).
No. This would be a breach in national and local policy. It is accepted that staff work in teams but a member of staff should remove their card when not present and all staff should have their own smartcards.
You can access the smartcard management software via the Spine Portal on the internet (must have an N3 connection). You should then select the Launch Care Identity Management option.
The certificates on each card will last 3 years. You will then get a notification to self-renew. You can self-renew your certificates 3 times, after that a new smartcard will need to be issued.
Any pharmacist should be able to unlock your smartcard or renew the certificates. If you have an RA or sponsor at your pharmacy they will also be able to unlock your smartcard or reset the certificates.
No card, no access. There is no fall-back log-on process available.
If you think you have lost your smartcard please email smartcard.support@nhsdorset.nhs.uk and ask them to cancel the lost smartcard. They will then issue a replacement and send it out to the surgery or pharmacy. The replacement card will be sent out locked. You will need to ask your RA or sponsor to unlock this for you, ensuring you enter your own password.
Speak to the RA/sponsor in your practice or pharmacy, they will be able to unlock this for you. Smartcards cannot be unlocked remotely. You can also make an appointment to come in to the CCG (Vespasian or Canford House) and we can unlock this for you. You must be present and enter your own password for the card to be unlocked.
Please refer to your IT support teams who will be able to ensure the latest smartcard software is installed.
Practice: Trusted Technology Partnership
Pharmacies: Contact your IT Team
NHS Dorset ICB: Email smartcard.support@nhsdorset.nhs.uk
Locums should have their own smartcards. The practice or pharmacy RA/sponsor should add a position to their smartcard for your organisation, and also remove this once the locum has moved on.
The card contains a unique user identifier number and your PIN (which is encrypted) and a photo. No other personal information is stored on the card.
Practices: For problems with a PC, smartcard reader or software, call the Trusted Technology Partnership help desk on 01425 470888. For issues relating to the smartcard permissions, lockout or general queries, please contact the Smartcard Support Team on smartcard.support@nhsdorset.nhs.uk
Pharmacies: For problems with a PC, smartcard reader or software, call your IT Team. For issues relating to the smartcard permissions, lockout or general queries, please contact the Smartcard Support Team on smartcard.support@nhsdorset.nhs.uk
NHS Dorset ICB: For problems with a PC, smartcard reader or software, email itservicedesk@nhsdorset.nhs.uk. For issues relating to the smartcard permissions, lockout or general queries, please contact the Smartcard Support Team on smartcard.support@nhsdorset.nhs.uk
