MyPathway Help and Support

Mersey Care NHS Foundation Trust

Frequently Asked Questions

This page provides some answers to questions you may have about MyPathway

What is MyPathway?

MyPathway is provided for patients of Mersey Care St Helens Musculoskeletal Service. It is an app for your smartphone, tablet or computer that will give you information about your treatment, and allow you to answer questions about your progress.

How do I view my appointment?

Your MyPathway timeline will show any future or previously attended appointments, and tapping on them will allow you to see more information such as maps on how to get there, in a pop-up information box.

How do I change, cancel or speak to someone about my appointment?

For any queries relating to your appointment, please contact the Therapy Department at Mersey Care on 0151 430 1060.  If you are not able to make or no longer require your appointment, please contact the Therapy Department on this number and let them know - this will free up much needed appointments for other patients.

I have forgotten my password

If the system won't accept your password or you have forgotten your password, you can reset it by visiting and clicking on the "Forgot password" link at the bottom. You then simply type in your email address and you should receive an email with a single-use password reset link that works for only a short period of time. The reset password link will be sent from: i-Focus Mailer <> If you don't receive it in your inbox, please check your junk / spam mail folder.

If the system won't accept your new password this may be because it is on the list of commonly used passwords which our system will not accept for security purposes. Please try an alternative password.

For your protection, we will not send this email to an address we do not recognise, to avoid letting someone else gain access to your account.

How do I change my email address?

To change your email address, click on 'Profile' in MyPathway; click on the edit icon to the right of your email address; input the new email address and click on the tick icon.  For security reasons, an email will be sent to your old and new email addresses - please follow the instructions in the email.

There are several ways to do this. You could do any of the following:

  1. Go back to the original invitation email and click the link;
  2. You could look in your browser history;
  3. You could visit and enter your email address and password for MyPathway.  When you are there you may like to bookmark it in your browser for future reference
  4. If you have bookmarked it before, you can just use the bookmark.

Alternatively, you can download the MyPathway app for your smartphone or tablet (Android or iOS), so that MyPathway will easily be available to you at any time.

How do I download the App for a mobile device?

you can select the app for download in Profile (displayed on the blue bar) and then ‘mobile apps’

How will I be told about my appointments?

A box will appear in MyPathway giving you the details of your appointment location and time, and helpful additional information (such as maps on how to get there) may also be given to you. MyPathway may also send you reminders about appointments a few days in in advance. Please note, it will not show any appointments with your GP or with other hospital services outside of the St Helens Musculoskeletal Department.

I have technical query about MyPathway

If you require technical support with accessing MyPathway, please contact the app developers via email: and, if you are able to, please provide the following information as this will help them to resolve your issue more quickly:

  • Explain the nature of the problem
  • Include a screenshot of the problem
  • Confirm what device you are using to access MyPathway
  • Confirm whether you are using the web app or the phone app
  • If you are using the web app: confirm what internet browser you are using
  • If you are using the phone app: confirm what operating system you are using

The inbox is regularly monitored and the MyPathway Technical Support Team aim to provide a response within 2 working days.

I have a health related question

Please contact the Therapy Department at Mersey Care on 0151 430 1060 for any health or care related enquiries.

Is my data safe?

When you register to use MyPathway, the Privacy Policy is provided to you, explaining what we do with your data; you can view this at any time in the app.  It can also be found by clicking on the 'Settings' icon in MyPathway. You can give or decline permission at any time.  The data is stored securely in an NHS-approved data centre that fully complies with the EU's GDPR and NHS requirements. Your data is managed by the Mersey Care NHS Foundation Trust and processed by ADI on their behalf. Contact details: Musculoskeletal Team Lead, St Helens Therapy Department, The O'Hanlon Centre, Peasley Cross Hospital, Marshalls Cross Road, St Helens WA9 3DE, Tel: 0151 430 1060