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Getting started with IT

This page was last updated: December 8th, 2021

Welcome to Cornwall IT Services. Here you can find useful information and guides on getting you started as well as help for general office task, such as installing software or a printer.
Logging On & Common Errors

Logging On

Logging on to a CITS PC

  1. At the login screen enter the ICT username and the password we have given you then click OK.
  2. You will be asked to change the password. Click OK.
  3. Enter a password of your choice in the New password and Confirm password fields and click OK.
  4. Your password has now been changed, click OK to continue and your PC desktop screen will appear shortly.

Single Sign-On

Using Single Sign-On

Royal Cornwall Hospitals Trust have invested in “single sign-on” to enable you to open applications without having to retype passwords.

When you log in to a single sign-on workstation you will be prompted to set up 5 security questions.
Setting up these questions will allow you to reset your ICT login password without having to contact the IT Service Desk. The prompt will appear each time you log in until you’ve setup your questions.

Clinical staff are eligible for a proximity sticker to attach to your ID badge to allow you to “Tap in” instead of using a username/password.

Proximity stickers are currently available from:

  • General Office (main Trelawny entrance, RCH)
  • Post Grad Centre Reception (RCH)
  • Main Reception (West Cornwall Hospital)
  • Main Reception (St Michael’s Hospital)

The first time you open an application that’s setup for single sign-on it will ask to learn your credentials. When you’ve logged in successfully your username and password will be saved into single sign-on. These credentials will now be used to automatically log you in to that application on any RCHT PC.

Common Logon Problems

Common Logon Problems

Password not accepted:

  • Check CAPS Lock
  • Check NUM Lock (especially on Laptops)

“There are currently no logon servers available to service the logon request”

  • Check network cable is connected
  • Try disconnecting/reconnecting network cable
  • If using a laptop, check Wi-Fi is switched on

Some systems require the username and/or password to be entered in CAPS (MAXIMS/PAS)

If you are still unable to log on, or you need a password reset, please call 01209 881717

Self-Service Password Reset Guides

How to Reset Your Windows Password (RCHT)

From the login screen, enter your username into the username field and then click the Forgot Password option at the bottom of the window.

You will be prompted to answer 3 security questions.

Click Next and enter your new password into the password fields.

In this video we show you how to reset your Windows password on a RCHT workstation:

How to Reset Your Windows Password (CFT)

You can reset your windows password from the login screen.

Click the Ladss Utility icon at the bottom left of the screen.

Click Reset Password / Unlock Password and then select Reset Password.

Now enter your user name, choose as the Domain and click Next.

You’ll be prompted to enter the answers to three security questions. When you’ve entered the answers click Next.

Enter a new password into the password fields and click save, then OK, then close the Window.

Now click on Other user in the bottom left of the screen and login with your newly reset password.

In this video we show you how to reset your Windows password on a CFT workstation:

How to Reset Your NHSmail Password

If your NHSmail account is locked or you’ve forgotten the password you can unlock or reset it by clicking the Unlock Account or Forgotten Password link on the login screen.

Enter your email address and last 4 digits of the mobile number registered with your NHSmail account and click Next.

Answer the security questions presented then click next.

A text message will be sent to the mobile phone number registered against your account containing a temporary password.

When you’ve received your temporary password, return to the login screen, enter your email address and temporary password and click Sign in. You’ll now be asked to enter your temporary password again followed by a new password.

After you’ve entered and confirmed your new password click submit.

You’ll now be able to login to your NHSmail account using your newly set password.

In this video we show you how to reset your NHSmail password:

How to Reset Your ESR Password

To reset your ESR password click on the Forgotten Username/Password link.

In the “forgot password” section enter your ESR username and email address. If you’ve forgotten your ESR username complete the section below to have it emailed to your account.

When you’ve entered your username and email address click Forgot Password. A message will appear to confirm your request has been submitted.

If you now go to your NHSmail account you’ll find an ESR Password Reset email. Click the link in the email to go to the change password page.

A new page will appear with an Update Password section. Enter your ESR username then enter and confirm a new password for ESR.

Your new password will need to meet the following criteria:

  • It’ll need to be at least 8 characters long
  • It must not include any adjacent repeating characters like Cornwall or Waterloo
  • It’s can’t contain more than three consecutive characters eg changeme1234 or ABCDchangeme
  • It can’t contain any part of your name or username
  • And it cannot match any of your last 12 passwords.

When you’ve found a password that works click Confirm Password and you’ll be logged in to ESR.

In this video we show you how to reset your ESR password without contacting the IT Service Desk:

How to Reset Your HealthRoster Employee Online Password

To reset your HealthRoster Employee Online password click on the Forgotten Password link.

Next, enter your NHSmail email address and click Submit.

A temporary password will now be sent to your NHSmail account. Login to NHSmail to retrieve the password.

Return to the HealthRoster login screen, enter your username and temporary password and click Log in.

You’ll now be prompted to change your password. Enter your temporary password and then enter a new password in the fields below.

In this video we show you how to reset your HealthRoster/Employee Online password without contacting the IT Service Desk:

NHSMail & Staff Wi-Fi

NHSmail (Email)

Logging in to NHSmail (e-mail)

You are only permitted one NHSmail email account. NHSmail is your primary e-mail source.

If you are new to the trust an NHSmail account will have been created for you.

If you have come from another trust you will need to ensure you have been marked as a ‘Leaver’ in order for CITS to then mark you as a ‘Joiner’.

You can call CITS on extension 1717 to obtain or re-confirm your login details.

After logging into the PC you will double click on the NHSmail 2 icon the desktop to open NHSmail. Select the word login in the top right of the webpage. Login with the username and password provided. You will also be prompted to answer 3 security questions.

Once your details have been updated on NHSmail 2 you can access your emails via Outlook if preferable.

You can search for information on NHSmail via our Self-Service Portal and additional guidance can be found on our Training Portal in the N-S section.

Staff Wi-Fi

Accessing Staff Wi-Fi

To use this service log on to a Trust PC using your ICT username and password. To register for staff Wi-Fi please click the button below.

Register for Staff Wi-Fi

Register for Staff Wi-Fi

Register for access to the Staff Wi-Fi
for Internet access on your personal devices.

Access to the Wi-Fi is for personal use only, provided this is in your own time and does not interfere with the performance of your duties or the duties of other staff or contractors. It will not allow staff to access Trust information systems apart from web access to the NHS email system.

This service is provided on a best endeavours basis and is NOT supported by the CITS Service Desk. Advice and FAQS are provided on the link above.

What are Phishing emails?

Phishing emails are sometimes suspicious-looking emails sent by fraudsters, often recently by organised crime gangs who masquerade as someone you trust, such as your bank, a legitimate supplier, the NHSmail team, Cornwall IT Services or even a scanner or fax machine on the NHS network in Cornwall!

What is their aim?

Their aim is to obtain information from you, e.g. your NHSmail username and password, your online banking details or the username and password you use to access a secure website. Sometimes their aim is to install a virus that will enable them to gain access to your information or to encrypt your files and hold them to ransom.

What do they look like?

Some look like genuine emails that you would typically expect to receive. Very often the fraudsters will go to great lengths to make their email look like it is genuine, including pictures from genuine websites and other links to click on that take you to the real site to lead you into a false sense of security. Most of them are unsolicited but given the fact that legitimate senders often use emails as a quick and easy means of communication the fraudsters email may arrive perhaps when you are expecting a parcel to be delivered or when an invoice is due from a supplier.

The NHSmail service blocks millions of suspect emails every day but occasionally some do get through the filters as the people that send them continually attempt to evade the filtering system.

What Happens if I Respond to a Phishing Email?

If you respond to a suspect email or click on a link the email contains, your details could be compromised and the fraudster could use your NHSmail account to send thousands more suspect emails to other NHSmail users.

What can I do to Avoid Getting Caught out?

  • Don’t reveal your password to anyone verbally, via email or by entering it onto any website other than the NHSmail portal at The NHSmail team or Cornwall IT Services will never ask you for your password although in order to reset your password if you have forgotten it they might ask you for specific characters from the answers to your NHSmail security questions that you should have set.
  • To help you identify untrustworthy emails, a warning message may appear at the top of any email you receive which contains a link that is confirmed as malicious, has not been verified by the NHSmail anti-virus service or appears to come from an NHSmail account when it does not.
  • Treat any unsolicited email with caution, even those sent from somebody you think you know and especially any that contain an attachment or link.
  • If you receive an email saying that your account needs to be ‘verified’ (or similar) which apparently comes from Cornwall IT Services, the NHSmail team, your bank, PayPal, an online auction site (e.g. eBay) or an online shopping site (e.g. Amazon) it will not be legitimate.
  • Avoid clicking on links or opening attachments in emails from an unexpected or unusual source.
    Microsoft Word, Microsoft Excel, Adobe Portable Document Files (PDFs) and attachments ending in .XML, .JS, .EXE, .BAT or .ZIP can all be used to install malicious software. These type of malicious attachments are known as Trojans.
  • If you click on an email attachment and receive a warning that a program will run, or that macros need to be enabled DO NOT allow the program to run and DO NOT enable macros.
  • Be wary of links you don’t know. These may appear to look like websites you are familiar with, but the address can be (subtly) different.
    You may also see links that mask the actual address that say, for example, ‘click here‘ or have a shortened link such as ‘
  • Avoid downloading or installing additional software or web browser plug-ins such as Adobe Flash Player from untrusted web sites.

What Should I do if I Think I may have Received a Suspicious Email?

  • Please forward as an attachment any phishing emails that you receive to the (if you are unsure how to do this please contact the CITS Service Desk for advice)
  • If you have clicked on a link contained in a phishing email, opened an attachment from a phishing email, enabled macros, allowed a program to run or entered your NHSmail password onto a suspicious website please contact the CITS Service Desk immediately on 01209 881717. It is strongly recommended that in any of these circumstances that you disconnect your PC from the network and/or remove the power cable without shutting down the computer first. If you need assistance with this please telephone the CITS Service Desk.

If you are at all in doubt about the origin or validity of an email you receive DO NOT open it.

What can Cornwall IT Services do to Help?

The CITS Service Desk can provide advice if you receive a suspicious email that you think might be a phishing email. They can also ensure that, if it is found that you have become the victim of a phishing attack and potentially revealed your NHSmail password to a fraudster, your password is reset as well as your security questions to ensure that there is no further risk of compromise. The Service Desk provides the first point of contact if your NHSmail account has been compromised as the result of a phishing attack and can help to establish a dialogue with the relevant teams in Cornwall IT Services who can help recover your NHSmail account and record the incident and alert the relevant staff members within your organisation and help to put in place measures to prevent similar incidents occurring.

Cornwall IT Services provide local protection by ensuring that the CITS PC that you use to access your NHSmail account is:

  • Running a supported and fully up to date operating system, applications and web browser plug-ins
  • Running up to date anti-virus products
  • Enabled to access the Internet through a dedicated web gateway to help prevent you accessing malicious sites that attempt to install software onto your PC.

How to Report Spam & Phishing Messages

If you receive a spam or phishing message in your inbox it’s important that you report it to the NHSmail help desk for analysis and monitoring.

Forward the email as an attachment to

For instructions on how to forward a message as an attachment please see our guides below.

In NHSmail – Outlook Web App (

  1. Select the email from your inbox.
  2. Click on the “New mail” icon in the top left of the screen.
  3. Drag and drop the spam email from the email list onto the body of the new blank email.
  4. Enter into the To: field.
  5. Enter an appropriate subject into the subject field. It’s recommended that you use spam, phishing or malicious depending on the type of email you are reporting.
  6. Click Send.

This video shows how to can report spam, phishing and malicious messages in NHSmail Outlook Web App:

In Outlook 2010 with Report Phishing button

  1. Select the email from your inbox.
  2. Click the Report Phishing button from the “Home” tab of the Outlook ribbon.
  3. Confirm the email subject and add a description.
  4. Click Report then Click OK.

This video shows how you can report spam, phishing or malicious messages to the NHSmail Help Desk using the Trend Micro Report Phishing button – a plugin for Outlook 2010:

In Outlook 2010 without Report Phishing button

  1. Select the email from your inbox.
  2. From the “Home” tab, select ‘More’ and then select ‘Forward as Attachment’.
  3. In the new email window enter into the “To” field.
  4. Click Send.

This video shows how you can report spam, phishing or malicious messages to the NHSmail Help Desk if you’re using Microsoft Outlook 2010:

Installing software and devices

Install Software

How to install applications from Application Catalog.

  1. Open Application Catalog by double clicking on the desktop shortcut.
  2. Select an application from the “All” applications list. Or Select an application category then click on the required software. Or Type the name of the desired application into the search field and press return on your keyboard. Then select the application you wish to install.
  3. Once selected click Install.
  4. Click Yes to confirm you wish to install the selected software.
  5. A message will appear on screen advising that the installation is complete.
    Click OK.
  6. Once the application has been installed it will be ready to use. If your computer needs to be restarted to complete the installation you will receive a prompt on screen.

Install Printers

How to install a networked printer onto your Windows 7 device.

  1. Open Internet Explorer from the Taskbar icon or via the Start menu.
  2. From the “Favourites” bar or Favourites list select Printers.
  3. If you are using a desktop computer you should see a list of nearby printers.

    To install a printer click on the name of the printer you wish to install.

    If you are on a wireless network or wish to install a printer from another area please go to the next step.

  4. If you have already selected your printer please go to the next step.
    If you already know the name of a printer you wish to install enter the CITS name in the search box and press return on your keyboard.

    You can now begin installing the printer by clicking on its name.

  5. If you have already selected your printer please go to the next step.
    You are also able to search for a printer via the area and site dropdown lists.

    Click on the Area​ dropdown list and select an area.

  6. If you have already selected your printer please go to the next step.
    Once an area has been selected click on the Site dropdown list and select a site within that area.

    A list of available printer in that site will appear. Click on the printer name to begin installing the printer.

  7. You will be prompted to confirm the installation of the selected printer. Click Yes.
  8. Once complete you will be given the option to view installed printers. Click on the link “Click here to open the printers folder on your machine”.
  9. Your installed printers will appear in this window.
  10. If you wish to set a printer as your default printer right click on the printer and select Set as default printer.

    A green tick icon will indicate that the selected printer is now the default for you on that PC/Laptop.

Working Remotely


Clinical Applications

Clinical Applications

Please select your role type from the options available below. Each section will give you an overview of the main systems you will need in your role.

IT training Course Booking System (Book Now)

The IT Training Online Booking system enables the selection of a course and booking of a student onto a single course, or multiple courses for a single student using a shopping cart style system.

The benefits to this new booking system include:

  • Realtime booking from “any” internet connection.
  • Ability to select the date and/or location are available for.
  • Receive booking confirmation email with details and link to booking details.
  • Be able to self cancel and rebook within minutes, no need to call training.

Open Book Now

Contact the IT Training Team

The Training department are available during normal working hours on 01872 25 4628 or via email at

Data Quality

Data Quality

Good data quality is vital to ensure patient care is delivered effectively and accurately on a day to day basis throughout the NHS. Reliable data is essential for all staff involved with patient care from receptionists to clinical staff to secretaries.

Accurate information captured is essential for:

  • Efficient delivery of safe patient care.
  • Minimising clinical risk.
  • Clinical Governance, which insists on accuracy.
  • Providing reliable information on the Trust performance in providing patient care.
  • Funding.

It is imperative that patient details; name, date of birth, address, telephone and GP details are checked with the patient whenever they attend or are admitted to keep our hospital records up-to-date and accurate.

The Data Quality Team are a pro-active team responsible for monitoring, assisting and ensuring that patient data on hospital systems is accurate, complete and reliable. Their day to day tasks range from merging duplicate patient records, updating information that has been incorrectly entered; ensuring patient’s demographics are accurate and also dealing with adoption and transgender records.

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