There are three states that a PIFU / Patient-Initiated Contact request could have at the point when it arrives in your inbox:

1️⃣ The request has been automatically matched to a real patient: The name and date of birth that the patient submitted matches to a real patient in the NHS spine, and the patient verified their mobile number.

You can now click into the message to view the detail of the request, and reply directly to the patient by clicking on Reply to patient.

2️⃣ There is a suggested match for the request, but this is not confirmed: The name and date of birth that the patient submitted matches to a real patient in the NHS spine, however the patient did not verify their mobile number. The match is therefore suggested, but not confirmed.

The message will appear in your shared inbox showing Patient not found.

Once you click on the message, you’ll see a suggested match. You’ll need to confirm the match or match to a different patient before you’re able to message the patient.

If the suggested match is correct, click on Confirm patient identity. You will then be asked to Confirm the patient match.

If the suggested match is incorrect, click on Match to a different patient and then search for your patient with their NHS number and date of birth.

3️⃣ The request has not been matched to a patient: The name and date of birth that the patient submitted do not match a real patient in the NHS spine.

The message will appear in your shared inbox showing Patient not found.

No match should be labelled as Unknown patient (screenshot below)

You’ll need to match this request to a real patient manually before you’re able to respond to the patient. Click into the message, and then click on Search for Patient.

From the name and/or date of birth that is present on the PIFU request, determine if you know who this patient is. If so, enter their NHS number and date of birth into the pop-up.

The patient name that matches the NHS number and date of birth that you entered will appear. Confirm that this is the correct patient by clicking Match patient, or search again if not by clicking Back.

Now you’ll see a message saying that you’ve matched the conversation to a real patient, and you’ll be able to send the patient a message by clicking Message patient.

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. 👉