Account Data and Reporting FAQ

This article covers FAQs relating to common data and reporting questions specific to areas where Accurx Paid features have been procured

Brooke Roberts avatar
Written by Brooke Roberts
Updated in the last 15 minutes

FAQs

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.

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 STP/ICS contract

    • The practice may be part of a testing/pilot scheme with our product team and user researchers

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. 👉

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