UCP Valida Support
To increase the support available to our users, we have now launched a dedicated support telephone option for Valida related issues. IT helpdesks or users can call our UCP support team on:
020 3880 0285 between 9am and 5pm, Monday to Friday.
Through our dedicated Valida support line, we are able to help users
- Guide users through the configuration process (over the phone or via live MS Teams sessions)
- Troubleshoot error messages seen on Valida including “Unable to access software”
- Assist with Smartcard registration questions or issues
- Provide EMIS Valida Configuration Credentials
- Guide users on how to use the Valida tile to access the UCP Please remember to first troubleshoot any issues to do with the performance of the application with your IT Support Teams, so they can rule out any local issues. The contact us form will continue to be available on our website. For more information, please visit our UCP Website Access Page
When calling the support line 020 3880 0285, it will be helpful to provide the following information (if applicable), as this will speed up diagnosis and issue resolution:
- The ODS code of your organisation.
- Any error message(s) you are seeing – if you can provide the exact wording.
- When the error first occurred.
- If the issue affects multiple users within the organisation.
- If the issue affects multiple patients.
- The version of the Valida Client – this can be found by pressing the 3 lines (hamburger menu) then ‘About’
- EMIS users: If you are calling about a configuration issue, to fix this with the help of our team, you will need
Administrative Rights in EMIS (i.e. be able to add and edit users).
Users have two alternative UCP access routes available, whilst we work to resolve the Valida issues:
- The London Care Record Health Information Exchange (this may be known as Cerner HIE) from within your EPR systems.
- UCP Web Portal access.
Note: Please continue to report issues, so that we can address them and make the UCP better