Service changes
1 October 2026 - NHS Cheshire and Merseyside ICB and Primary Care digital service provision
Please read the important information below about the planned changes to digital service provision for NHS Cheshire and Merseyside ICB corporate and Primary Care colleagues.
ICB corporate and Primary Care colleagues in Knowsley, Liverpool, Sefton and St Helens, along with Primary Care colleagues in Halton, should continue to access digital support services as normal.
What's changing and why?
From 1 October 2026, digital support for NHS Cheshire and Merseyside ICB corporate and Primary Care colleagues in Cheshire East, Cheshire West, Warrington and Wirral, and for ICB corporate colleagues in Halton, will be provided by NHS Informatics Merseyside (IM).
This change follows the planned national closure of Commissioning Support Units (CSUs), requiring new arrangements to ensure the continued delivery of the digital services currently provided by Midlands and Lancashire CSU across Cheshire and Merseyside. The transition has been carefully planned, with partner organisations working collaboratively to maintain service continuity and minimise disruption.
To support these arrangements and retain valuable knowledge, skills and experience, some MLCSU colleagues currently delivering these digital services will transfer to IM, helping to ensure a seamless continuation of support.
There will be no change to the digital services provided following the transfer of digital service provision from MLCSU to IM and colleagues will continue accessing digital services such as training, Smartcard services and clinical system support. For further information please refer to the information below.
Important please note: As a result of the transfer of digital services to IM, there will be a change to the IT Service Desk telephone number and the digital portal used to report IT issues and access support. Please read the guidance below.
Accessing IT support from 1 October 2026
From 1 October 2026, all IT issues and support requests, including Smartcard-related queries and issues, should be logged through the IM Digital Portal. This is the quickest and easiest way to access digital support.
No new login details are required, and a shortcut to the portal (pictured below) will also be available on device home screens.
For urgent IT issues affecting patient care, multiple users, or for problems accessing the portal, please contact the IM IT Service Desk on 0151 296 7777.
On-site digital support
On-site digital support will continue to be available for issues that cannot be resolved remotely and require a site visit. However, from 1 October 2026, on-site digital colleagues may be wearing IM-branded workwear and lanyards.
Smartcards
If you already use a Smartcard as part of your role, please refer to the guidance below.
Request a new Smartcard - new registrations only
Smartcard Sponsors are responsible for requesting new Smartcards for staff members who have not had a Smartcard before.
To request a new Smartcard registration, please speak to your pharmacy manager who will know who your local Smartcard Sponsor is.
Smartcard Sponsors should use the Apply for Care ID online ID verification service to raise a request for a new Smartcard.
Smartcard access
Smartcard access should be requested through the Care Identity Management (CIM) service. Please do not submit a support request through the IM Digital Portal.
Unlock a Smartcard
Smartcard passcodes can be reset using the self service unlock facility on the Care Identity Management (CIM) service.
Smartcard support
Smartcard support may include support with lost or expired cards and name changes.
Primary Care and Pharmacy colleagues in Cheshire East, Cheshire West, Liverpool, Sefton, Warrington and Wirral should go to the IM Digital Portal where guidance will be available from 1 October 2026 on accessing Smartcard support.
If you are a Primary Care or Pharmacy colleague in Halton, Knowsley or St Helens, please contact Mid Mersey Digital Alliance (MMDA) for Smartcard support.
View poster on Smartcard support changes from 1 October 2026
Digital Skills Training
Digital skills training will still be accessible in the same way it has been for ICB corporate colleagues via the NHS Cheshire and Merseyside Staff Hub. Primary Care colleagues in Cheshire East, Cheshire West, Warrington and Wirral, should continue accessing digital training through the NHS Learning Academy.
If you experience any problems or have any questions about digital training, please contact the IM Digital Training Service.
Further information
If you have any questions about these service changes, please get in touch.
Need help with your clinical system?
For searches, reports, templates, protocols, and data quality support, please contact the IM Data Quality Team.
Need help with digital tools or practice optimisation?
For online consultations, SMS messaging, NHS App, and digital contractual targets, please contact the IM Business Change Team.
Need to enhance your digital skills, book training, or access online learning?
Digital skills training will still be accessible in the same way it has been for ICB corporate colleagues via the NHS Cheshire and Merseyside Staff Hub. Primary Care colleagues in Cheshire East, Cheshire West, Warrington and Wirral, should continue accessing digital training through the NHS Learning Academy. If you experience any problems or have any questions about digital training, please contact the IM Digital Training Service.
Communications (Posters and PowerPoint Slides)
The following resources are available to help support the promotion of the support changes from 1 October 2026.
Posters
View poster about the IT support changes from 1 October 2026.
View poster on Smartcard support changes from 1 October 2026
PowerPoint Slides
View PowerPoint slides about the IT support changes from 1 October 2026.
Information Cards
Please ask the field support engineers visiting your site for printed copies or get in touch.
View Information Cards about the IT support changes from 1 October 2026.
Frequently Asked Questions (FAQs)
From 1 October 2026, digital support for ICB corporate and Primary Care colleagues in Cheshire East, Cheshire West, Warrington and Wirral, and for ICB corporate colleagues in Halton, will be provided by NHS Informatics Merseyside (IM).
This change follows the planned national closure of Commissioning Support Units (CSUs), requiring new arrangements to ensure the continued delivery of the digital services currently provided by Midlands and Lancashire CSU across Cheshire and Merseyside. The transition has been carefully planned, with partner organisations working collaboratively to maintain service continuity and minimise disruption.
To support these arrangements and retain valuable knowledge, skills and experience, some MLCSU colleagues currently delivering these digital services will transfer to IM, helping to ensure a seamless continuation of support.
There will be no change to the digital services provided following the transfer of digital service provision from MLCSU to IM and colleagues will be able to continue accessing these services as normal such as digital training, Smartcard services and clinical system support. However, there will be a change to the IT Service Desk telephone number and the digital portal used to report IT issues and access support.
From 1 October 2026, NHS Cheshire and Merseyside ICB corporate colleagues, along with Primary Care colleagues in Cheshire East, Cheshire West, Warrington and Wirral, and ICB corporate colleagues in Halton, should access digital support through NHS Informatics Merseyside (IM).
From 1 October 2026, all IT issues and support requests, including Smartcard-related queries and issues, should be logged through the IM Digital Portal. This is the quickest and easiest way to access digital support.
No new login details are required, and a shortcut to the portal will also be available on device home screens.
For urgent IT issues affecting patient care, multiple users, or for problems accessing the portal, please contact the IM IT Service Desk on 0151 296 7777.
The IM Digital Portal will be available from 1 October 2026 for ICB corporate and Primary Care colleagues in Cheshire East, Cheshire West, Warrington and Wirral, in addition to ICB corporate colleagues in Halton. Until then colleagues should continue to access support through existing support arrangements.
From 1 October 2026, the IM Digital Portal should be used to log and track all new IT support requests. In the IM Digital Portal, these requests are referred to as incidents rather than tickets, and you will receive a reference number for each request.
IT issues and service requests raised before 1 October 2026, that are still open/active, do not need to be re-logged. Updates will be available through a link on the IM Digital Portal to the MLCSU Self Service Portal. The MLCSU Self Service Portal will remain available until all outstanding requests have been resolved.
There will be no change to the digital services provided such as Smartcard support, training, data quality services and system support (for example, clinical system searches, reports and templates).
Colleagues will be able to continue accessing these services as normal. However, there will be a change to the IT Service Desk telephone number and the digital portal used to report IT issues and access support.
From 1 October 2026, all IT issues and support requests, including Smartcard-related queries and issues, should be logged through the IM Digital Portal. This is the quickest and easiest method of accessing digital support.
No new login details are required, and a shortcut to the portal will also be available on device home screens.
For urgent IT issues affecting patient care, multiple users, or for problems accessing the portal, please contact the IM IT Service Desk on 0151 296 7777
Access to the IM Digital Portal will not be available until 1 October 2026 for ICB corporate and Primary Care colleagues in Cheshire East, Cheshire West, Warrington and Wirral, in addition to ICB corporate colleagues in Halton. Until then, please continue to access IT support through existing arrangements.
If you are not able to access the IM Digital Portal from 1 October 2026, you will still be able to access IT support. Please contact the IM IT Service Desk on 0151 296 7777 and a member of the digital team will help log your IT issue or request and will enable access to the IM Digital Portal.
IDA (the IM Digital Assistant) is an AI-powered virtual assistant available through the IM Digital Portal who can help with IT support. IDA can provide step-by-step guidance and log and track requests on your behalf.
Where additional support is needed, IDA will connect you to a digital colleague through live chat to help resolve your query as quickly as possible.
On-site digital support will continue to be provided for IT issues that cannot be resolved through the IM IT Service Desk and require a site visit.
From 1 October 2026, colleagues may notice digital colleagues wearing IM-branded workwear and lanyards on site.
Yes. The IM IT Service Desk can be contacted on 0151 296 7777. Please note that you should only call the IM IT Service Desk for urgent IT issues affecting patient care, multiple users or if you are unable to access the IM Digital Portal. Until this date, please continue to access IT support through existing arrangements.
No. All IT issues and support requests must be raised through the IM Digital Portal.
This is the quickest and easiest way to access digital support.
No new login details are required, and a shortcut to the portal will also be available on device home screens.
For urgent IT issues affecting patient care, multiple users, or for problems accessing the portal, please contact the IM IT Service Desk on 0151 296 7777.
Yes. Colleagues will have access to a shortcut to the IM Digital Portal from their device home screen (pictured below).
This will provide convenient access to log and track IT support requests and support from 1 October 2026 onwards.
This shortcut will replace the MLCSU Service Desk and MLCSU Chatbot icon on your device home screen from 1 October 2026.
The IM Digital Portal will be available from 1 October 2026 for ICB corporate and Primary Care colleagues in Cheshire East, Cheshire West, Warrington and Wirral, in addition to ICB corporate colleagues in Halton. Until then colleagues should continue to access support through existing support arrangements.
From 1 October 2026, the IM Digital Portal should be used to log and track all new IT support requests. In the IM Digital Portal, these requests are referred to as incidents rather than tickets, and you will receive a reference number for each request.
IT issues and service requests raised before 1 October 2026, that are still open/active, do not need to be re-logged. Updates will be available through a link on the IM Digital Portal to the MLCSU Self Service Portal. The MLCSU Self Service Portal will remain available until all outstanding requests have been resolved.
IT issues and service requests raised before 1 October 2026, that are still open/active, do not need to be re-logged. Updates will be available through a link on the IM Digital Portal to the MLCSU Self Service Portal. The MLCSU Self Service Portal will remain available until all outstanding requests have been resolved.
From 1 October 2026, all new IT support requests should be logged through the IM Digital Portal.
In the IM Digital Portal, logged IT issues and support requests are referred to as incidents rather than tickets, and you will receive a reference number for each request.
Digital skills training will still be accessible in the same way it has been for ICB corporate colleagues via the NHS Cheshire and Merseyside Staff Hub. Primary Care colleagues in Cheshire East, Cheshire West, Warrington and Wirral, should continue accessing digital training through the NHS Learning Academy. If you experience any problems or have any questions about digital training, please contact the IM Digital Training Service.
Request a new Smartcard - new registrations only
Smartcard Sponsors are responsible for requesting new Smartcards for staff members who have not had a Smartcard before.
To request a new Smartcard registration, please speak to your pharmacy manager who will know who your local Smartcard Sponsor is.
Smartcard Sponsors should use the Apply for Care ID online ID verification service to raise a request for a new Smartcard.
Smartcard access
Smartcard access should be requested through the Care Identity Management (CIM) service. Please do not submit a support request through the IM Digital Portal.
Unlock a Smartcard
Smartcard passcodes can be reset using the self service unlock facility on the Care Identity Management (CIM) service.
Smartcard support
Smartcard support may include support with lost or expired cards and name changes.
Primary Care and Pharmacy colleagues in Cheshire East, Cheshire West, Liverpool, Sefton, Warrington and Wirral should go to the IM Digital Portal where guidance will be available from 1 October 2026 on accessing Smartcard support.
If you are a Primary Care or Pharmacy colleague in Halton, Knowsley or St Helens, please contact Mid Mersey Digital Alliance (MMDA) for Smartcard support.
View poster on Smartcard support changes from 1 October 2026
As a result of the IT support changes taking effect from 1 October 2026, there will be no changes to your computer access or Virtual Private Network (VPN). The underlying digital infrastructure remains unchanged.
What is changing is how you access IT support. From 1 October 2026, you will need to use the IM Digital Portal to report IT issues and submit support requests.
If you require urgent IT support, please contact the IM IT Service Desk on 0151 296 7777 from 1 October 2026.
Please be assured that on-site digital support will continue for issues that cannot be resolved remotely.
For Smartcard support, guidance and useful links will be available through the IM Digital Portal, along with a dedicated form for submitting Smartcard-related requests, including lost or expired cards and name changes.