Training Modules
HomeCall Centre Application
Issuance Portal
Health Care Professional Portal
Administration Portal
Generating Synthetic Data
Unique Password Creation
The National Pandemic Flu Service (NPFS) Health Care Professional has two areas of functionality which are as follows:
Clinical Assessment. If a Caller has flu like symptoms the call centre agent can use the application to take them through a series of questions to result in a clinical assessment of their condition. The outcome may be authorisation of an antiviral or alternatively other care adive such as call 999, contact your GP etc
Manage URN. For a patient that has already been authorised for an antiviral this functionality allow the call agent to search for details of URN if they are lost plus check the status of a URN and also cancel an authorised antiviral before it has been dispensed
Select the Course of Treatment
Ending the Call Mid-Assessment
Open this link to access the NPFS Health Care Professional Application www.nationalpandemicfluservice.nhs.uk/hcp. It may be advisable to create a bookmark if you will access the application frequently.
At any time you can safely use the training system to become familiar with the functions of the live system. Any actions you take will not be reflected in the live system and you will have no impact on services or patients. training.nationalpandemicfluservice.nhs.uk/hcp
In order to use the NPFS HCP Application the user must be been assigned one of the following roles:
The functionality available to a user will be dependent on the role assigned which is summarised in diagram below:
Enter your unique Username and Password. These will be supplied by your Team Leader.
Your password must be changed at the first login. Full instructions are provided later in this guide.
Your account will be locked out after 3 unsuccessful login attempts. Your Team Leader will need to reset.
In order to discourage easy-to-guess passwords, the new password must either be a passphrase (preferred) or it should meet the following complexity requirements:
The password must be at least 10 characters long.
The password must contain at least one uppercase letter.
The password must contain at least one number.
The password must contain at least one special character (such as !,?,@,#,$,%,&,* and +)
A table showing a full list of special characters can be found at the following location:
You may have multiple roles available. Select the most appropriate role for the tasks that you need to complete.
Your Session - Confirms the username and role you are currently logged in as, as well as your login time and role once you have selected it.
Logout - Displayed on all screens, click here to logout of system
This screen allows the Call Centre Advisor to begin a clinical assessment for a Caller by selecting Start Now or alternatively aceees the Manage URN finctionality by selecting Manage URN
The Call Script & Hints (a.k.a. Grey Floaty Box) will appear on every screen from this point onwards. It has a number of important functions to help with the assessment process.
Three navigation buttons are provided allowing rapid movement through the assessment process.
Undoes the previous action and navigates back, allowing amendments to be made
Re-apply the previously undone function and move forward
Allows you to quickly end the assessment and return to the start, for example if the Caller no longer wants to continue
There is an Answers tab where a patients answers are recorded. This is updated with each answer selected on a page as you progress through the assessment
You can provide feedback on the Pandemic Flu service at any time whilst on the portal, by clicking the ”Provide feedback on the Pandemic Flu service” link on the right of every page.
This is important, and will help us improve the service offered.
This can be used either for feedback from your own experience, or for the patient you are talking to, for example if the questions are unclear for them.
This will allow you to enter in the type of feedback, including a free text field to provide specific information.
You (or the patient if it is their feedback) can choose to be contacted about this feedback, or not.
If they choose to be contacted, the next page will ask for their name and contact details.
In addition to feedback there is a range of other supporting functionality which is available throughout any assessment these include:
The patient needs to provides confirmation that they agree with the terms of use and wish to proceed to the assessment
Select Agree if the patient provides confirmation that they agree with the Terms of Use and wish to proceed with the assessment.
If the patient does not accept the Terms of Use select Disagree which will end the assessment. A further screen will be presented that needs to be read to the Caller confirming why they cannot proceed and offering them the option to restart.
If the HCP is in a surgery then they should make an appointment for the patient to see a GP.
If assessment is being carried out by the GP he should select agree after explaining to the patient why their consent is required and continue with the assessement.
The UK country the patient is currently located in needs to be recorded.
This is important as all countries may not be NPFS at the same time. The outcome of the clinical advice may also differ by UK country.
The Healthcare Professional needs to confirm whether the patient is a UK resident or a foreign visitor.
For foreign visitots, following the clinical assessment questions you will be asked to gather further official patient identification information.
The Healthcare Professional should gather the following information:
Patient Details must be entered correctly for the patient to be able to collect Antivirals (if they are issued).
Remember - getting the date of birth right is really important for correct dosage calculation - a valid date must be input for you to be able to click 'continue'.
The Healthcare Professional will then be presented with a number of question which are used to make an initial assessments of a patient symptoms. This is to confirm that the symptoms are no associated with a more serious condition.
These include:
If the patients answers /’yes/’ to any of these questions the patient should be made aware of the clinical advice presented
Following completion of the initial assessment further details of the patient need to be gathered.
The First name, Surname and Postcode need to be gathered for the patient. The Gender and Date of Birth will be pre-populated with data entered previously
Patient Details must be entered correctly for the patient to be able to collect Antivirals (if they are issued).
If you make any errors in entering the information you must use the 'Undo' feature to return to the necessary page to correct the information.
Applicability: Healthcare Professional – GP Only
If a user has a role of Healthcare Professional – GP only they will be presented with options to either follow the clinical algoritm (like other users) or alternatively bypass the algorithm and directly prescribe an antiviral.
The on screen text contains a note advising that the algorithm should be followed and warn against by-passing the algoritm.
Note: Heathcare Professional – Non GP and Health sector employee will always have to follow the algorithm.
When following the algorithm a series of questions will be presented the answers to which need to be gathered from the patient. There are critical pieces of information that need to be submitted for the system to advise on an appropriate treatment course for each assessment.
The Swabbing allows Public Health England to collect swabs from a sample of the infected population to provide data for analysis.
This page will only appear if the patient has been assessed and they are going to be provided with an unique reference number for an anti-viral.
If the patient agrees to participate in sample testing they must provide contact details including address and telephone number. Address can be input via postcode search or entered manually.
The address search will be prepopulated with the Postcode entered earlier in the assessment.This can be changed if required.
If the Find Address is selected another box will appear which will have a dropdown menu with all addresses that fall within the postcode entered.
The correct address should be confirmed with the call and Confirm address selected.
If the address cannot be found the patients address can be entered manually following the Enter address manually link and populating the following fields with information supplied by the patient.
It is also mandatory that the patient provides phone contact details in order to complete the swabbing participation section.
The patient may be sent a swabbing pack by post.
Applicability:
The system will show a recommended dosebased on the information provided:
The Health Care professional should then select the antiviral and dosage from the drop down menu. If an antiviral or dosage is selected that does not match the recommended dose a justification must be given:
If you have stock of the drug you can chose to issue to the patient at this point. Issue from locally-held stock should be selected and a dispensing reference added.
Once the Assessment has been completed, either by following the algorithm or bypassing it, the results page is presented.
This page has useful information for the patient, either read it to them or use the ‘Print this Page’ button at the bottom to provide them with a paper copy of the information.
If an antiviral has been authorised and not issued from locally held stock a patient will be issued with a URN. This needs to collect from an antiviral collection point you must ensure they record the URN generated for them by the system and advise them of the ID requirements for antiviral collection.
Note: If an antiviral has been issued from locally-held stock, a URN and advice how to find a collection point. This information should be ignored as not relevant as the patient already has their antiviral and does not need to go to a collection point.
Make sure patient is aware that ID is required for both the flu friend AND the patient in order to collect the antivirals. Accepted forms of identification are shown on the authorisation page
Additions forms of ID can be seen by selecting View others form of Identification.
To help the patient to identify a collection point that is convenient for them, click Show nearest collection point
The Collection Point Finder will automatically search for the 5 nearest Collection Points based on the postcode provided for the assessment.
You can manually change the postcode / enter a new postcode / Town / County to locate a Collection Point that is convenient for the patient.
By clicking on the name of the Collection Point in the list, full details are provided for you to relay to the Caller.
There is also a direction link to googlemaps to assist in directing the Caller to the nearest collection point.
If a patient wants to end an assesssment the HCP should press the End Call button in the grey “floaty box”.
The next screen will allow you to choose a reason for ending call and exiting the assessment.
In addition to the drop-down list, there is a free-text field to enter supporting information.
Each Call Centre will have a different way of managing any escalation calls so please refer to local guidance.
Select Manage URN from the opening screen.
The Manage URN function can be used for a number of purposes:
You can find a URN in the system using either the URN itself, or by supplying a post code, date of birth and gender on the following screen.
All URNs matching the supplied search criteria are shown.
Note: It is possible and valid for multiple URNs with the same number to exist.
Ensure that the correct URN for the Caller is identified before proceeding.
To ensure that the corrct URN is selected the Caller should be asked to confirm the patients Name, Date of Birth and Postcode.
To cancel a URN, select the correct row in the table and select the Cancel URN button
The next screen will prompt you to provide a reason for cancellation. The option of “Other” will prompt you to enter details in a free text box.
You will then be prompted to Confirm the cancellation of this URN:
Clicking on Proceed will cancel the URN, providing confirmation that the URN has been cancelled.
Clicking Restart will return you to the main screen.
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