NHS Connect

NHS.net Connect – Key Changes for Social Care Providers

 

NHSmail is transitioning to NHS.net Connect, introducing a new platform called Launchpad. The changes are designed to simplify administration, improve self-service, reduce reliance on the NHSmail Helpdesk, and make it easier for social care organisations to register, manage users, and access support. The changes have been heavily informed by feedback from social care providers



Why do I need NHS Connect?

What Will Stay the Same

 

For most social care staff, day-to-day use will be unchanged:

 

• Existing nhs.net email accounts remain the same
• Staff will continue to: 
• Use Outlook.
• Access shared mailboxes.
• Send and receive emails as they do today
• End users do not need to take any action to move across to NHS.net Connect. The transition will happen automatically. 
• The NHSmail Helpdesk will continue to be available for support. 
• Some processes will still require Helpdesk involvement, particularly: 
• Restoring deleted accounts.
• Situations where nobody has access to an existing shared mailbox.
• Approving additional accounts above agreed limits. 

 

What Is Changing

 

1. NHSmail Portal is Being Replaced by Launchpad

 

The current NHSmail Portal is being replaced by a modern platform called Launchpad. Rather than being a single portal for everything, NHS.net Connect will use:

 

• Launchpad
• A revised Support Site
• A new onboarding/registration process.

Users who visit the old portal will be redirected to the new experience through links and signposting. 

 

2. More Self-Service for Social Care Providers

 

One of the biggest changes is that shared mailbox owners will gain significantly more control over managing users. Previously many tasks required a Helpdesk ticket. 

 

New actions available to mailbox owners

 

Owners will be able to:

 

• Reset user passwords.
• Reset multi-factor authentication (MFA).
• Disable user accounts.
• Mark staff as leavers.
• Create new user accounts.
• View and manage users linked to their shared mailbox. 

Impact on Social Care

 

This means:

 

• Faster onboarding of new staff.
• Quicker resolution of password issues.
• Reduced waiting time for Helpdesk responses.
• Greater local control over account administration. 

3. New User Accounts Can Be Created Locally

 

Shared mailbox owners will be able to create accounts directly through Launchpad instead of submitting Helpdesk requests.

Benefits include:

 

• New starters can be set up much more quickly.
• Accounts should be available within approximately an hour after creation.
• Less administration for providers and the Helpdesk. 

Current Limitation

 

• Sites will generally be able to self-manage up to 10 user accounts.
• Requests for additional accounts above this threshold may still require Helpdesk approval. 

 

4. Simpler Registration for New Social Care Organisations

 

A major focus of the redesign is improving registration for new social care providers. 

 

Current Challenges

 

Providers currently need multiple pieces of information, including:

 

• Registered email address.
• CQC Contact ID.
• CQC Location ID.
• Other registration details. 

This often results in users abandoning and restarting registrations.

 

New Process

 

The new registration process will:

 

• Use a single public-facing entry point ("one front door").
• Allow organisations to start registration using just their CQC-registered email address.
• Automatically cross-reference organisation information.
• Use modern security measures such as one-time passcodes (OTP).
• Provide visibility of registration progress and status. 

Impact on Social Care

 

• Easier registration of new care providers.
• Reduced administrative burden.
• Less need to gather multiple reference numbers before starting.
• Better visibility of application progress.

 

5. Improved User Experience Through Personalisation

 

Unlike the current portal, Launchpad can be tailored to different user groups. 

 

For social care providers this may include:

 

• Relevant quick links.
• Links to frequently used care systems.
• Important announcements and alerts.
• Easier access to guidance and support resources. 

The intention is that Launchpad becomes a central access point for services and information used by care providers. 

 

6. Changes to New Account Setup

 

The process for issuing credentials to new users is changing. 

 

Current Process

• Initial passwords are sent by SMS.

New Process

• Users receive a secure link.
• They verify their identity.
• They create their own password at first setup

Benefits

• Better security.
• Less need to reset passwords after first login.
• Improved onboarding experience. 

Key Benefits for Social Care Providers

 

The changes should deliver:

• ✅ Less reliance on Helpdesk tickets.
• ✅ Faster password resets and MFA recovery.
• ✅ Faster onboarding of new staff.
• ✅ Easier management of leavers.
• ✅ Ability to disable accounts immediately when required.
• ✅ Simplified registration of new care organisations.
• ✅ Better visibility of account and registration status.
• ✅ More personalised and relevant user experience.
• ✅ Improved security and identity verification.

Further Help