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

Allocated team members who’ve been set up to receive PIFU notifications are alerted of a new submission in their 'Conversations' inbox. 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 the workspace switcher on the top-right of your Accurx Web page and selecting the appropriate workspace (instead of your Trust’s default workspace).

Select 'Conversations with Patients' on the left of your Accurx Web page which will take you to your team's conversations inbox. The requests are directed to the 'Unassigned' 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.

If you have notifications for the 'Unassigned' team enabled, you’ll receive a notification in the 'Inbox' panel on the top of your Accurx Web page when new patient requests come into this inbox. This will be shown by a red number next to the 'Unassigned' 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, click on the dropdown at the top of the conversation and select a colleague you'd like to assign it to 👇

You can also add an optional internal note for extra context.

Once you've actioned the request in the inbox, mark the request as done via the 'Mark done' button 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. 👉