What to change
Treat this as organisational access recovery, not a reason to create a replacement profile. Inventory any current authorised users and determine whether an organisation-controlled account already has sufficient rights. If recovery is required, follow the platform's current process using approved evidence. The handover should leave the practice able to manage the existing record without borrowing a former employee's identity or relying on a supplier's personal account.
A worked example
Illustrative example
Illustrative test: The nominated practice administrator demonstrates the appropriate access in their own authorised session. The person who originally managed a profile may have left the agency, while another authorised organisation account still holds access. The practice checks that route before beginning recovery. If no suitable account works, the nominated owner follows the official process with verified evidence. Completion is demonstrated through that person's own authorised session on the existing record, not by creating a fresh profile or borrowing a former employee's login.
What this means for your practice
A public listing can remain visible even when nobody at the practice can manage it. Start by checking existing authorised organisation accounts and recording what access still works. Do not create a replacement listing merely because a supplier employee has left. Where recovery is needed, use the platform's current ownership process with approved evidence. The finished handover should let a nominated practice administrator manage the existing record through their own authorised account. Sharing a former worker's password would not establish durable organisational control. Record who handles recovery and where the public profile can be found, so another colleague can continue the task without relying on someone's personal memory.
How to check the result
The organisation can maintain its existing record and knows the recovery owner.
A mistake to avoid
Sharing the former worker's password does not establish a sound handover.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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