We understand that navigating through our ICB reporting dashboards can sometimes be challenging, and we're here to ensure you feel supported, educated, and confident in using our tools. Our comprehensive support article is designed specifically for our ICB level customers, providing all the resources you need to master our two main dashboards.

In this support article, you will find:

FAQs: Quick answers to the most common questions, helping you resolve issues swiftly and efficiently.
Glossary: Clear definitions of key terms and concepts, ensuring you have a thorough understanding of the terminology used within our reporting systems.

Our goal is to empower you with the knowledge and tools necessary to make the most out of your reporting dashboard experience. Let us help you navigate your way to success!

There are two data dashboards you can access:

1. "Accurx Plus" dashboard: Our original dashboard that that gives a full breakdown of impact and usage to areas would have bought Accurx Plus features for their practices, product by product.

2. "ICB Primary Care" dashboard: Our new additional dashboard that aims to provide a compelling report on the usage and benefits of the Accurx platform. We have completed work on data surrounding Questionnaires (Floreys), Online Consultation (Patient triage), NHS App Messaging with lots more to come.

(Image of Reporting homepage)

FAQs

Whats the difference between the two dash boards on the Reporting homepage?

Tab 1: "Accurx Plus" dashboard: Our original dashboard that that gives a full breakdown of impact and usage to areas would have bought Accurx Plus features for their practices, product by product.
Tab 2: "ICB Primary Care" dashboard: Our new additional dashboard that aims to provide a compelling report on the usage and benefits of the Accurx platform. We have completed work on data surrounding Questionnaires (Floreys), Online Consultation (Patient triage), NHS App Messaging with lots more to come.

How can I log in and access these dashboard reports?

Log on via: www.accurx.com/reporting

Both dashboards are available through this link.

To have access these reports, you will need a member of the Accurx team to set you up with a secure PowerBi account in the first instance. To do this, please contact your account manager or email customer.success@accurx.com

How do I pull your own reports from the reporting dashboard?

There are several reports that you can export from the reporting dashboard yourself, which contains all specified raw data. Some examples of reports include:
- Adoption summary report
- Monthly/weekly usage data per practice, across all products
- Monthly/weekly fragment usage reports
- Patient feedback data
- New: Feature usage reports

To export the data, hover over the dataset that you want to export and in the top right corner, click on the three dots that appear > Export data (as shown below)

Understanding the details of the 'Data' tab

SMS and Fragment

Views

There are 3 views for this data:

Summary: an overview of the data up to the previous completed week (current week will show 0), by practice. This view is built on the top of the weekly view and therefore a one-to-one match with the monthly view is impossible. When including the current week in your filters, please note that the data is partial and subject to change
By Week: an overview of the data by week, including the current week. The week is intended for Sunday to Saturday. When viewing the current week, please note that the data is partial and subject to change
By Month: an overview of the data by month, including the current month. When viewing the current month, please note that the data is partial and subject to change

The data in the views change as you change the filters.

Pay particular attention to:

The date filter:

If you select an end date that falls within the past week, both the Summary and the By Week views will show data up until the end of the selected week
If you select an end date that falls within the past month, the By Month view will show data up until the end of the selected month

The number of batches:

A batch is shown in the totals for the week or month where its first message has been sent, but not all messages in a batch are necessarily counted in the same period. This is because some messages in a batch may be staggered and sent later on. There could therefore be cases where a batch message is counted in a week with no corresponding batch. A batch is considered "sent" even if it was cancelled, as long as at least one message from the batch was sent

Accubook & Self-Book by month:

Patients have 7 days to book the appointment before the link expires, there are cases where the link was sent in one month but the patient booked in a different month. Therefore in some months, there might be more bookings than links sent
We only have a by-month split therefore response data is only added to the summary and by month views

Notes on booking links: bookings links sent via one practice to be booked at another practice are currently counted under the practice who originally sent the booking link, as opposed to the practice where the booking takes place. This is also true for the responses, where any response to cross-org booking will also be counted for the practice who originally sent the booking link

Is the dashboard live?

The raw data in the dashboard is updated daily so that means that any numbers/stats you are seeing, are refreshed daily.
The only part of the dashboard that is updated less frequently than that is the graph on the ‘Adoption Trends’ > ‘Summary’ tab. This is updated at the end of every month to show you visually how adoption has changed over the past month.

How do I flag any outdated/incorrect data in the dashboard?

The data that we use to populate the dashboard is data that we receive monthly from NHS Digital.
If for example a practice closes and you don’t see this reflected in the dashboard straight away, this is because we will wait to receive the updated dataset from NHS Digital each month so that we are sustainably updating the data, from a centralised source of information.
If for any reason there are any discrepancies that you spot in the data, please do let your relevant Account Manager know or contact support@accurx.com

What does it mean if a practice has ‘adopted’ a feature in the dashboard?

If a practice is shown as having ‘adopted’ a feature in the Adoption tab of the dashboard, this means that the practice has used that particular feature in question, within the last 28 days.
If the practice hasn’t used the feature within the last 28 days, they won’t be classified as actively using the feature and therefore will not show up as having adopted the feature. Where a practice hasn’t adopted a feature, this is an indicator that they may need more time and support to fully embed that feature into their normal ways of working.

Why do some practices have access to features that the ICS hasn’t procured?

In the Adoption tab > Adoption Summary, you may see that some practices have access to features that haven’t been procured by the commissioning body. There could be a number of reasons for this but if you do have any queries, do let your Account Manager know and they will be able to confirm the exact reason for you:
- A practice is currently on a free trial of a particular feature
- The feature has been procured directly by the practice, PCN or Federation, outside of the ICB contract
- The practice may be part of a testing/pilot scheme with our product team and user researchers

Where can I access NHS App messaging data?

You can access all NHS App data through the "ICB Primary Care dashboard". Once you have logged into the dashboard, select "NHS App Messaging" in the top right hand corner of the screen. Here you have access to the following data, reports and statistics:

Messages sent that didn't require a fall back SMS per practice
Average fragments saved per practices
% of patients with NHS App downloaded
% of patients with notifications enables on NHS App
Messages sent over time through the NHS App
Messages sent per product over time through the NHS App

How can I see my Fragment usage and savings across the ICB?

Within the ICB Primary care dashboard, set more compelling detail and reports on Fragment savings and NHS App recommendations, select "Click here for NHS App messaging details" within the NHS App Messaging tab:

Here you can see the following:

Total fragments saved
Fragments saved with Patient Questionnaires (Batch)
Fragment saved with Batch Messaging
Fragment savings per product
Fragment savings per practices
Fallback SMS sent by Practice and reason for the fall back SMS
Fragments saved if Patients messaged within the NHS App, had notifications turned on and read the message within the expected timeframe
Patients with the NHS App downloaded
Patients with the NHS App turned on

Can we have a demo on ICB dashboard functionality?

Yes absolutely, we are happy to walk you through the functionality the dashboard has to offer and how to get the best out of it. Please contact your Account Manager or email customer.success@accurx.com

Can I have a PCN login?

We can offer a limited number of PCN logins, please contact your relevant account manager about this to discuss in more detail.

How do I export data from the dashboard?

This can be done with ay of the dashboard tables you see. Simply hover over the table you wish to export and you will see a series of icons appear (see image above)
Select the ellipsis (...) that gives you more options
Select Export
This data will then appear in your downloads as an excel file.

Where can I see an overview of who has access to what products?

Within the adoption page, on the left hand side you will see "Plus Adoption Trend" with all of the products list below it. Select any of these products and you will see the "number of Practice who have access", the % of practices who have tried the feature (used it once) and finally the % of Practices who have used the product in the last 28 days. See image below.

Where can I see the number of Patient Triage requests my practices are receiving?

On the Usage tab, select Patient Triage.
Here you will see a graph that shows the ICBs total "Patient Triage requests submitted by week.
To the right of the graph is a table that displays the breakdown of Patient Triage requests per practices.
Some examples of the data you can see within the table including:
- Patient List size
- Total Patient Triage Requests received
- Total Patient Triage Requests received per 1000 population
- Patient Triage Requests received in the last 28 days per 1000 population
- Patient Triage Requests received in the last 7 days per 1000 population

Why is all the product data not visible within the new ICB Primary Care dashboard?

We are adding to the new primary care dashboard Product by Product and involves a lot of team members capacity and cannot be done in one mass data migration. We will aim to have all Accurx Plus product data in this new dashboard in the coming months.

If there is specific data that you would like to have export that is not available on either dashboard, please raise this with your account manager who will be able to assess if this is possible.

Is there a guide for using the dashboards?

As well as these FAQs, we are working on a number of click through demos that will be available within this support article that you are free to share with your team members to guid them through our dashboards.
In addition to this, if you wish to have a short call with our team to talk you through some of the main features of the ICB dashboard and primary care dashboard, please reach out to your Account Manger.
We have added a number of helpful information flags within the Primary care dashboard to help you are you explore. To view this, simply hover over the information icon (i) that you will see next to many of the tables, stats and graphs. (see image below)

Glossary

SMS and Fragments Summary Table

Product	Name of the column	What does this include?	What does this NOT include?
COMMUNICATIONS	Communications	“Simple Messages” + “Video Links” + “Questionnaires” + “Appointment Reminders” + “Patient Triage Links” + "Accubook Messages" + “Booking Links”	Messages sent via the NHS App and email are not included
	Communication Fragments	“Simple Message Fragments” + “Video Link Fragments” + “Questionnaire Fragments” + “Appointment Reminder Fragments” + “Patient Triage Link Fragments” + "Accubook Fragments" + “Booking Link Fragments”	Fragments sent via the NHS App and email are not included
SIMPLE MESSAGES	Simple Messages	“Single Simple Messages” + “Batch Simple Messages”	Messages sent via the NHS App and email are not included
	Simple Message Fragments	“Single Simple Message Fragments” + “Batch Simple Message Fragments”	Fragments that would otherwise have been sent via the NHS App (batch only) are not included
SINGLE SIMPLE MESSAGES	Single Simple Messages Desktop	All single messages sent via desktop including those with response links and attachments	Messages sent via email are not included
	Single Simple Message Desktop Fragments	Fragments for “Single Simple Messages Desktop”
	Single Simple Messages Web	All individual messages sent via Web, including those with response links and attachments	2FA messages, medical record requests (record view) confirmation texts
	Single Simple Message Web Fragments	Fragments for “Single Simple Messages Web”
	Single Simple Messages with Attachment or Reply Desktop	Messages contained in “Single Simple Messages Desktop” that have response links or attachments	Messages sent via email are not included
	Single Simple Message with Attachment or Reply Desktop Fragments	Fragments for “Single Simple Messages with Attachment or Reply Desktop”
	Single Simple Messages with Attachment or Reply Web	Messages contained in “Single Simple Messages Web” that have response links or attachments	Messages sent via email are not included
	Single Simple Message with Attachment or Reply Web Fragments	Fragments for “Single Simple Messages with Attachment or Reply Web”
	Single Simple Messages with Attachment or Reply	“Single Simple Messages with Attachment or Reply Desktop” + “Single Simple Messages with Attachment or Reply Web”	Messages sent via email are not included
	Single Simple Message with Attachment or Reply Fragments	“Single Simple Message with Attachment or Reply Desktop Fragments” + “Single Simple Message with Attachment or Reply Web Fragments”
	Single Simple Messages	“Simple Messages Desktop” + “Single Simple Messages Web”	Messages sent via email are not included
	Single Simple Message Fragments	“Single Simple Message Desktop Fragments” + “Single Simple Message Web Fragments”
	Single Simple Message Emails	Number of Single Simple messages sent via email
BATCH SIMPLE MESSAGES	Batch Simple Messages	Number of simple messages sent in batches instead of one by one	Messages sent via NHS App or email are not included
	Batch Simple Message Fragments	Fragments for “Total Batch Simple Messages”	Fragments that would otherwise have been sent via the NHS App are not included
	Simple Message Batches	Number of batches sent for simple messages
	Batch Simple Message Emails	Number of batch messages sent via email
	Batch Simple Messages NHS App	Number of batch messages sent via the NHS App
	Batch Simple Messages NHS App Fragments	Fragments associated with batch messages sent via the app
VIDEO LINKS	Video Links	“Video Links Desktop” + “Video Links Web”
	Video Link Fragments	“Video Links Desktop Fragments” + “Video Links Web Fragments”
	Video Links Desktop	All video invites sent from Desktop
	Video Link Desktop Fragments	Fragments for “Video Links Desktop”
	Video Links Web	All video invites sent from Web
	Video Link Web Fragments	Fragments for “Video Links Web”
QUESTIONNAIRES	Questionnaires	“Single Questionnaires” + “Batch Questionnaires”	Messages sent via NHS App or email are not included
	Questionnaire Fragments	“Single Questionnaire Fragments” + “Batch Questionnaire Fragments”	Fragments that would otherwise have been sent via the NHS App (batch only) are not included
SINGLE QUESTIONNAIRES	Single Questionnaires	All paid for and free single messages that contain links to questionnaires, as well as reminder and confirmation messages	Messages sent via email are not included
	Single Questionnaire Fragments	Fragments for “Single Questionnaires”
	Single Questionnaire Emails	Number of single questionnaires sent via email
BATCH QUESTIONNAIRES	Batch Questionnaires	All paid for and free batch messages that contain links to questionnaires, as well as reminder and confirmation messages	Messages sent via NHS App or email are not included
	Batch Questionnaire Fragments	Fragments for “Batch Questionnaires”	Fragments that would otherwise have been sent via the NHS App are not included
	Questionnaire Batches	Number of batches sent for questionnaires
	Batch Questionnaire Emails	Number of batch questionnaires sent via email
	Batch Questionnaire NHS App	Number of questionnaires sent in batch messaging, that have been delivered via the NHS App
	Batch Questionnaire NHS App Fragments	Number of fragments associated with questionnaires sent in batch messaging, that have been delivered via the NHS App
APPOINTMENT REMINDERS	Appointment Reminders	Appointment reminders, post-appointment messages and appointment cancellation confirmations
	Appointment Reminder Fragments	Fragments for “Appointment Reminders”
	Pre-Appointment Reminders	Total appointment reminder messages sent (before appointment).
	Pre-Appointment Reminder Fragments	Fragments for “Pre-Appointment Reminders”
	Post Appointment Messages	Total post appointment messages sent.
	Post Appointment Message Fragments	Fragments for “Post Appointment Messages”
	Cancellation Confirmations	Total appointment cancellation confirmation messages sent
	Cancellation Confirmation Fragments	Fragments for “Cancellation Confirmation Fragments”
PATIENT TRIAGE LINKS	Patient Triage Links	Patient triage 2FA messages, confirmation messages once the triage is submitted
	Patient Triage Link Fragments	Fragments for “Total Patient Triage Links”
ACCUBOOK	Accubook Messages	All Accubook links sent (no matter the shot number) and any reminder, confirmation or cancellation messages sent subsequently
	Accubook Message Fragments	Fragments for “Accubook Messages”
	Accubook Bookings	This is the number of bookings made. In the summary tab, it is total bookings from Jan 2021; and in the By Month tab, it shows bookings made per month.
SELF BOOKING LINKS	Booking Links	“Single Booking Links” + “Batch Booking Links”
	Booking Link Fragments	“Single Booking Link Fragments” + “Batch Booking Link Fragments”
SINGLE SELF-BOOKING LINKS	Single Booking Links	All single self-book links, including those for covid and flu vaccines, and any confirmation or failure messages sent subsequently
	Single Booking Link Fragments	Fragments for “Booking Links Single“
BATCH SELF-BOOKING LINKS	Batch Booking Links	All self-book links sent in batches, including those for covid and flu vaccines, and any confirmation or failure messages sent subsequently
	Batch Booking Link Fragments	Fragments for “Batch Booking Links”
	Booking Batches	Number of batches sent for self-book messages
	Self-Book Bookings	This is the number of bookings made. In the summary tab are the total bookings from Jun 2022 (when Self-book launched); and in the By Month tab it shows bookings made per month.

Patient Inbounds

Views

There are 3 views for this data:

Summary: an overview of the data up to the previous day, by practice. This view is built on the top of the daily
By Day: an overview of the data by day, an overview of the data up to the previous day
By Week: an overview of the data by week, including the current week. The week is intended for Sunday to Saturday. When viewing the current week, please note that the data is partial and subject to change
By Month: an overview of the data by month, including the current month. When viewing the current month, please note that the data is partial and subject to change

The data in the views change as you change the filters.

Pay particular attention to the date filter:

If you select an end date that falls within the past week, both the 'Summary' and the 'By Week' views will show data up until the end of the selected week
If you select an end date that falls within the past month, the By Month view will show data up until the end of the selected month

Name of the column	What does this include?
Patient Triage	All patient triage inbound messages. Included Admin & Medical. This also includes patient triage inbound messages sent via a Receptionist on behalf of the patient - “Patient Triage Medical Requests” + “Patient Triage Admin Requests”
Patient Triage Medical Requests	Patient triage inbound messages of the type “Medical Request”
Patient Triage Admin Requests	“Patient Triage Admin Doctor's letter” + “Patient Triage Admin I Need Help with Something Else” + “Patient Triage Admin Patient Needs I Help with Something Else (Proxy)” + “Patient Triage Admin Referrals” + “Patient Triage Admin Repeat Prescriptions” + “Patient Triage Admin Fit (Sick) Notes” + “Patient Triage Admin Test Results”
Patient Triage Admin Doctor's letter	Patient triage inbound messages of the type “Doctor’s letter”
Patient Triage Admin I Need Help with Something Else	Patient triage inbound messages of the type “I Need Help with Something Else”
Patient Triage Admin Patient Needs I Help with Something Else (Proxy)	Patient triage inbound messages of the type “I Needs I Help with Something Else” via a proxy (someone else writing the request on behalf of a patient, like a carer)
Patient Triage Admin Referrals	Patient triage inbound messages of the type “Referral”
Patient Triage Admin Repeat Prescriptions	Patient triage inbound messages of the type “Repeat Prescription”
Patient Triage Admin Fit (Sick) Notes	Patient triage inbound messages of the type “Fit (Sick) Note”
Patient Triage Admin Test Results	Patient triage inbound messages of the type “Test Results”
Responses to Simple Messages	Patient replies to GP messages
Responses with attachments to Simple messages	Patient replies to GP messages where a file has been attached

GPs to Healthcare Professionals

Views

There are 3 views for this data:

Summary: an overview of the data up to the previous day, by practice. This view is built on the top of the daily
By Day: an overview of the data by day, an overview of the data up to the previous day
By Week: an overview of the data by week, including the current week. The week is intended for Sunday to Saturday. When viewing the current week, please note that the data is partial and subject to change
By Month: an overview of the data by month, including the current month. When viewing the current month, please note that the data is partial and subject to change

The data in the views change as you change the filters.

Pay particular attention to the date filter:

If you select an end date that falls within the past week, both the Summary and the By Week views will show data up until the end of the selected week
If you select an end date that falls within the past month, the By Month view will show data up until the end of the selected month

Name of the column	What does this include?	What does this NOT include?
Total accuMail messages	Total messages sent from accuMail Desktop and accuMail Web. This includes outbound messages and replies to conversations if the reply was sent from accuMail Desktop or accuMail Web	Messages sent from NHS Mail (normal email) in response to an accuMail message

If you still have any questions or concerns, feel free to chat with us using the green message bubble in the bottom right-hand corner of this page. 👉

Screenshot 2024-06-19 at 16.05.21.png

Batch Messaging: How to use guide

How to procure Accurx products for your Practice, PCN or Federation

SMS costs: Fragment Resource Centre

Accurx Web: How to send Batch Messages

Reporting Dashboards: Messaging Channels and Fragments