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PIFU / Patient-Initiated Contact: What happens once a patient has submitted a request?
PIFU / Patient-Initiated Contact: What happens once a patient has submitted a request?

Find out how you and your team will receive patient requests

Ali Hoernle avatar
Written by Ali Hoernle
Updated over a week ago

Allocated team members who’ve been set up to receive PIFU notifications are alerted of a new submission in their Conversations. To access your shared inbox and view PIFU / Patient-Initiated Contact requests, please ensure that you’ve navigated to your team’s shared workspace by clicking on Organisation at the bottom of the left-hand panel within Accurx (instead of your Trust’s default workspace).

Select Conversations which takes you to your team inbox. The response is directed to your “To Assign” inbox.

Patient-initiated requests are labelled as a Medical Request or Admin Request so you can easily determine which colleague needs to be assigned the message.

You’ll also receive a notification in Conversations of new patient requests that come into your inbox. This will be a red number in the top right-hand corner of the Conversations box, indicating how many unread messages you have in your shared inbox.

The allocated team members will also receive email notifications for incoming patient requests (for more information about these notification emails see this support article). At least 2 team members should be allocated to receiving these notifications, and to accepting responsibility for checking in Accurx for patient requests. The allocated team members must ensure they review new patient-initiated messages within the timeframe agreed with their patients (e.g. within 2 working days).

To assign the patient request to a colleague, please click on the pencil at the top of the conversation and select a colleague you'd like to assign it to.

Once you've managed the request in the inbox, click "Mark as done" to move this request into the Done folder. This will help to keep the inbox tidy with the most recent requests in the Open folder.

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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