Organisations are data controllers, and Accurx processes this data. To perform this role effectively and safely, it's crucial that we are informed of closures, mergers, and when our software has been decommissioned.
Closures and Mergers
Some Accurx products schedule the future collection of patient information, such as scheduled questionnaires. We want to ensure that patients are not submitting information to a closed organisation. The specific process will depend on which products your organisation has access to. If you are unsure, please contact our Support Team for assistance.
Decommissioning Accurx
Accurx needs to be informed by the user if their organisation is decommissioning one or more of Accurx's products. Even if a paid contract ends, your practice will still have access to Accurx Lite.
Similar to closures, some products schedule future patient information collection. We aim to ensure patients aren't submitting information that won't be seen. Other products, such as Accumail, allow for two-way communication with other healthcare professionals and will need to be deactivated to prevent you from continuing to receive unsolicited inbound messages (unless you have previously opted out of this feature).
How to inform Accurx
If your organisation is closing, merging, or decommissioning Accurx, please inform us as soon as possible by:
Opening a live chat
Sending an email to support@accurx.com
Once we receive your notification, we will follow the procedure below:
We will document your closure date and notify the relevant teams.
On the day of the organisation's closure, our team will action anything that needs wrapping up (see "What the Accurx Team Will Do" below).
We will then send you confirmation that we have actioned the closure and any outstanding processes.
What you need to do
There are a couple of things you will need to keep in mind or action in the run-up to closing:
Scheduled Questionnaires and SMS Messages: These will need to be cancelled from the closing date.
Action: Please cancel these manually in Manage Organisation. See how you can do this here.
Patient Responses and Questionnaires: Please refrain from sending these out in the 7 days leading up to closure/merge. The inbox is specific to the organisation, so you will lose access to these messages when it closes.
Inbox: Please mark all open tickets as done, and save everything to the record that needs saving.
Patient Triage (If Applicable): Your Patient Triage link will need to be removed from any active website as it will no longer be active. Enable the 'Suspend Patient Triage access during out of hours' option and change the opening hours to 'Closed' for all days
Appointment Reminders (If Applicable): Please delete any Accurx Appointment Reminders you have set up. More info on how to do this here.
Templates: Templates you've created are per organisation and will be lost. We recommend copying and pasting the content of any templates you've created at the organisation into a Word document.
Note: Anything created under 'My Templates' will still be accessible, as these are linked to your account rather than your organisation.
What will the Accurx team do?
We will disable the organisation's link for Patient Triage and deactivate the organisation's NHS app <> Patient Triage integration.
We will cancel all Appointment and Post-appointment reminder messages (including Friends and Family tests).
We will cancel any active Self-Book links from the point of closure onwards.
We will remove the organisation's accuMail inbox and set up an auto-reply to say that the organisation has closed and that they should resend their message to the correct organisation for the patient.
We will switch off Record View for your organisation.
We will unlink your organisation from any accuBook networks and put your patients in a cancelled state/mass cancel your patients.
We will archive all users from the closed organisation
We will inform the user who told us about the closure/merge once this has all been actioned.
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. 👉