“I certainly wouldn’t want to be getting any results from tests without having heard from my consultant first of all.”
My Care user interface for mobile phone app(Image: Belfast Trust)
A Northern Ireland wide phone app has left a Lisburn patient in medical distress following claims of a “serious condition” being revealed before a doctor could present test results.
NI is the first UK region to fully role out the ‘MY Care’ App through the Encompass IT system, with a Co Down councillor raising concerns of a potential system “blip”.
The premature disclosure of the patient’s illness was alerted to her phone App without any warning or discussions from a consultant on how to handle the information about her wellbeing, which she should have had.
Lisburn and Castlereagh City Council (LCCC) recent full council heard that a local resident had been sent a diagnosis of a “serious condition” to her phone without first being contacted about her test results.
In chambers, Downshire East DUP councillor Uel Mackin said:”It’s a while since we had the Trust here to speak with us and I think it is time they came back again to address people’s concerns of which I get phone calls on each week.
“I have heard in the passed few week of one issue where a lady has had some tests carried out.
“The result of that test were put onto the Encompass system before she had a consultation with her consultant.
“It wasn’t good news, but she had to learn about it from an IT system rather than be able to discuss it with her doctor.
“I would like to think that is a blip, but I think we need clarity around how the system is working.
“I certainly wouldn’t want to be getting any results from tests without having heard from my consultant first of all.
“I propose that we invite both the health trusts of Belfast and the South Eastern along to the chamber.”
Downshire East Cllr Uel Mackin.
Outside chambers, Councillor Mackin added:”All I can add is that this is a middle aged woman and all I can say is that the results were not good.
“She was left with this serious diagnosis on her phone and no one to talk to about it. And I would not be surprised if there were more patients affected in such a way.”
In May 2025, Northern Ireland became the first region in the UK to implement a single, unified digital health and social care record system across all its Trusts, with the final roll-out of the Encompass programme completed.
The programme generated the ‘My Care’ App, with Health Minister Mike Nesbitt encouraging people to sign up service, which gives patients instant information on their phones to their medical records.
Health Minister Mike Nesbitt (UUP) and South Eastern Trust chief executive Roisin Coulter
The Local Democracy Reporting Service (LDRS) contacted both Belfast and the South Eastern Trust for clarity on the matter of the Encompass App.
The South Eastern Trust acknowledged to the LDRS that the claims involved one of its patients.
A spokesperson said:”The South Eastern Trust takes patient safety and communication very seriously and would like to sincerely apologise if a patient received distressing information on their My Care App, before they had the opportunity to discuss their diagnosis with a Clinician.
“The Regional encompass team works hard to try and ensure this does not happen and the Trust would like to offer immediate support to any patient in this situation.
Radiology and Pathology results are not automatically released to My Care.
“These are normally only shared when a Clinician makes a decision to do so, helping to prevent patients receiving a potentially distressing diagnosis through the App.
“The Trust always considers the balance of risk between sharing too little information and too much information.
“The My Care App does include outpatient letters and blood test results and many patients find this access very helpful, as it enables them to be better informed about their own health and allows them to prepare questions in advance for their clinician.”
The LDRS contacted the Department of Health (DoH) though it says it has was not aware of any such complaints or incidents with the My Care App.
A spokesperson said:”The Department of Health takes patient safety and communication extremely seriously.
“While no incident or complaint of this nature has been reported to the department, it would not be appropriate to comment on an individual case.
“We would encourage any patient with concerns to discuss these with their clinician so that the matter can be fully reviewed and lessons applied if required.
The spokesperson added:”Through the My Care App, service users can access information such as medications, appointments and some test results.
“To minimise the risk of patients receiving potentially distressing information unexpectedly, abnormal radiology and pathology results are automatically held and are only released when a clinician decides it is appropriate to do so.
“My Care is an optional service that gives patients greater control over their own healthcare by providing personalised and secure access to parts of their medical record.
“This can support service users to manage their conditions, prepare for appointments and engage more effectively with clinical teams.
“Patients can continue to interact with health services through traditional methods, including letters and phone calls, if they prefer.”
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