Digital Support Update: NHS Informatics Merseyside

From 1 October 2026, NHS Informatics Merseyside (IM) will provide digital support for CPCW across Cheshire East, Cheshire West, Warrington and Wirral.

This change introduces a new IT Service Desk telephone number and a new digital portal for reporting IT issues and accessing support.

Accessing IT Support

From 1 October 2026, all IT issues and support requests, including Smartcard-related queries, should be logged through the IM Digital Portal. No new login details are required, and a shortcut to the portal will be available on device home screens.

For urgent IT issues affecting patient care, multiple users, or where you cannot access the portal, contact the IM IT Service Desk on 0151 296 7777.

Smartcard Guidance

• New Smartcards: Speak to your pharmacy manager to identify your local Smartcard Sponsor. Sponsors should use the Apply for Care ID online identity verification service to request a new Smartcard.
• Smartcard access: Request access through the Care Identity Management (CIM) service, not the IM Digital Portal.
• Unlocking a Smartcard: Use the self-service unlock facility through the CIM service to reset your passcode.
• Other Smartcard support: Guidance will be available through the IM Digital Portal from 1 October 2026 for pharmacy colleagues in Cheshire East, Cheshire West, Liverpool, Sefton, Warrington and Wirral. Pharmacy colleagues in Halton, Knowsley and St Helens should continue to contact Mid Mersey Digital Alliance (MMDA).

Digital Skills Training

Digital skills training arrangements remain unchanged:

• ICB corporate colleagues: Continue to access training through the NHS Cheshire and Merseyside Staff Hub.
• Primary Care colleagues in Cheshire East, Cheshire West, Warrington and Wirral: Continue to access training through the NHS Learning Academy.

For training queries or support, contact the IM Digital Training Service.

Clinical System Support

For help with clinical system searches, reports, templates, protocols or data quality, contact the IM Data Quality Team.

Please refer to Informatics merseyside update for further information about these changes and how to access the relevant services.

View poster on Smartcard support changes from 1 October 2026