FAQ's
Below are a list of FAQ's that have been pulled together during mobilisation stage and engagement events. This page will be regularly updated.
Help and Support
Q: Where do I find OPERAi support?
A: Support can be accessed from the OPERAi page and clicking on the 'blue button' and a query/question logged. The support teams aim to respond within 4 hours of the request where possible. Help pages are also available and can be accessed on the application via the Help Centre using the header bar.
Q: How do I request a NHS Wales Email address?
A: Application for NHS email - Optometry Wales
Onboarding and system roles
Q: If I have access to OPERAi via my English practice address, can I use that for referring in Wales?
A: No, the platform is specific to referral within Wales and can't be used cross border.
Q: Is there anything different for the Clinical Lead role?
A: They will be notified of any comments/messages associated with all referrals, not just their own.
Q: Should the Clinical Lead be clinical?
A: Yes.
Q: Who can be registered to use OPERAi in practice?
A: 1) All GOC registrants have be added as users for referral purposes for all the WGOS pathways.
2) Admin users with a WALES NHS email address can be added for referral tracking and patients queries on their referral status.
Q: Can DOs access these pathways as well, or are some limited to Optometrists only?
A: DOs and Optometrists are identified as Clinical Users so can access all pathways.
Q: Can Pre-reg or CLiP optometrists refer on OPERAi as well?
A: The system allows anyone with a GOC number to have a Clinical Account, so yes. It will be up to the supervising optometrist to have oversight on the management of the patient and any referral decisions.
Q: I work in a practice; how do I get access to OPERAi?
A: The practice lead will invite you to onboard to their practice via a user request link sent to your WALES NHS email address.
If you are a locum, the practice will be added to your list when you log into OPERAi.
You should ONLY refer patients from the practice you are working in, if you do not have the practice listed, please ask the lead within the practice to invite you as a user
Q: Do I have to upload my qualification certificates?
A: No, details are pulled from the GOC register. Please ensure your details on there are accurate.
Q: Can our admin teams see the status of the referrals when patients call the practice to ask?
A: Yes. They can see when the referral has been sent, completed, triaged or accepted.
Secondary Care
Q: From next week, are the HES sites ready for urgent and emergency sites?
A: Yes, all sites have given their up-to-date email endpoints for this first phase of the launch.
Q: Can I process a post-op report?
A: Due to the need for Digital Health Care Wales to engage with hospital providers regarding the processes they want to follow around post-operative reports, the function is not currently active. This will look to be implemented as part of phase 2 Secondary Care onboarding. However any referrals regarding post-op complications or second eye can still be completed via OPERAi.
Q: Will we be able to see whether an appointment has been booked following a referral?
A: You will be able to view when the referral has been triaged and actioned, but the appointment booking then becomes external to the system within the hospital’s internal booking pathways so we will not have visibility of that.
Q: Are the hospitals able to redirect a referral that would be suitable for primary care e.g. Glaucoma Filtering?
A: They cannot redirect, but the hospital can return the referral to the practice including sending a comment/message back to the practice so that it can be updated. The referral into WGOS primary care would then need to be a new referral as it has a new endpoint.
Q: Hospital discharge letters, will they still be sent out by post?
A: The normal processes for this will continue.
Q: Will BCU Hospital sites be managing the dashboard to update the referral status of referrals in this MVP version?
A: Initially, RMSL colleagues will be supporting secondary care with the administrative processes for the referral as secondary care colleagues continue to be onboarded and trained.
System Functions
Q: Is there a 'Save' button if you are part-way through the referral?
A: Not as such. Although there is no 'Save' functionality, the referral form will store details already entered for 24 hours. Therefore if you are part way through a form and lose signal, details will still be available next time you log in, within 24 hours.
Q: Will we be able to view historic referrals for a patient?
A: Yes, you will be able to see previous referrals made from your practice for patients that have occurred within the Electronic Referral System.
Q: Can you filter the referrals by the optometrist, by urgency or other categories?
A: Yes, there are lots of filtering options on the ‘Manage Referrals’ page.
Q: Reports back to the practice, or to the GP, following IPOS- are they completed within OPERAi?
A: Reports after WGOS services are not currently in scope, but RMSL and DHCW are keen to build on this service and develop an end-to-end referral system.
Q: Do I have to input my patients record into OPERAi when referring?
A: Yes. Please speak to your PMS supplier to discuss if they already have access to an appropriate API. If they don't - ask them to liaises with RMSL to discuss setting one up.
Q: How do we find patients details if they use different names or abbreviations of their name?
A: Patient details are pulled from the NHS spine, this includes patients who sit outside of Wales. It is worth making a note of their NHS number as part of your PMS referral details.
Q: Can I download or print the referral?
A: Yes, the referral once submitted can be downloaded and either saved or printed for your records or to give a copy to the patients where indicated.
Q: Will OPERAi stay as a basic platform or is there scope for future developments?
A: OPERAi has multiple functionalities and there may be scope in time to develop its capability further.
Q: What if OPERAi doesn't work and the referrals don't reach the HES?
A: OPERAi has support teams who monitor the functionality. If for a reason the system goes down there are contingency plans in place by the BCUHB to mitigate referrals not being made.
Q: Will we still have to claim via MS form for WGOS 4 and 5?
A: Yes, this is the link to NWSSP for payment and audit of services.
Q: Will we have access to OpenEyes and OPERAi?
A: Initially access will only be to OPERAi. In the coming weeks this will change as we move to phase two of the digital project.
Referral Pathways
Q: If multiple referrals are needed, do we need to generate a separate referral?
A: Yes usually if they require different end points (sub-specialties), although a single WGOS 3 referral can be used for Low Vision Referrals to Vision Rehabilitation Officers, Third Sector or the Local Education Authority.
Q: Is it possible to refer a patient on OPERAi if they have an English GP address?
A: Yes, all patients on the NHS Spine can be added to the system.
Q: Can we refer to GPs on OPERAi?
A: Conversations with GPs are ongoing to arrange this mechanism, so for referrals and notifications during Phase 1 please refer to GP via your usual referral routes.
Q: For a Cataract referral, the list of questions for the pre-cat questionnaire appears to have reduced. Why is that?
A: The WGOS templates within the Electronic Referral System have been produced with the WGOS National Clinical Leads and have been aligned to the national standards.
Q: Does the referring practice still need to telephone for WGOS 5 IPOS referrals now that they are on OPERAi?
A: Yes, it is vital that the telephone call to your local WGOS 5 IPOS practice takes place, as they need to consider and accept/ reject your referral (based on suitability, scope of practice, availability).
Q: Will third sector referral details be included in the referral platform?
A: Yes, this include RNIB, local low vision services, social services and LEA end points. We can work to add more as the platform evolves.
Q: How are urgent referrals managed?
A: Referrals for urgent triage are processed through OPERAi and will be received by each IHC as they do now. The process in secondary care remains the same, referrals should not be emailed to the individual site addresses from the 30th March, but added to OPERAi as the referral platform.
Q: What do I do if I have an emergency referral?
A: For same day emergency referral, the process remains the same. A call to the IHC site or to on call when out of hours or weekend should be made for advice. The referral is then processes through OPERAi and in the drop-down menu- Urgent/Emergency is selected. The end point is the urgent inbox following the same process we do now.
Q: Will there be specific lists for conditions?
A: Yes. The platform has a generalised condition list, and within the body of the referral find specific conditions related to the selected condition.
Q: Can we refer to other WGOS practices where appropriate under the pathways?
A: Yes. Referral for WGOS 2-5 escalation or refinement/ filtering/ monitoring should be made via the platform rather than by the current route of emailing the practice.
PACS/ Imaging
Q: Can you upload red-free images?
A: Yes
Last updated 31.03.2026