Safe and Secure Messaging User Guide Service Members
Contents
1. Update Profile x Chat Health L Inbox Help l Sign Out ChatHealth Service Member User Guide June 2015 Page 6 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk 2 4 Accessing inboxes and the overview dashboard Message conversations in ChatHealth are accessed through service inboxes If you are a member of one service you will see a link to your service inbox in the homepage header bar see Fig 1c Item ff Fig 1c Header bar with inbox link Charlie Fairhead v E ChatHealth lf you are a member of more than one service important information about all your services is summarised in a dashboard You will see a link to the dashboard in the homepage header bar see Fig 1d Item ff Fig 1d Header bar with dashboard link Charlie Fairhead E ChatHealth The overview dashboard summarises current numbers of open conversations un transcribed conversations and unread messages in each of your services Access individual service inboxes by clicking the relevant inbox icon see Fig 1e Item f Fig 1e Overview dashboard Overview Dashboard Direct Memberships You have direct memberships not inherited through an organisation with the following services Conversations Messages Service Open Un transcribed Un read Actions Tellyshire School2. Assign see Fig 7a Item 7 Remember conversations allocated to you appear in My Conversations Open see Fig 2a Item 2 You will receive a notification by email or text message if a conversation is assigned to you by a colleague ChatHealth Service Member User Guide June 2015 Page 17 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk Fig 7a Assigning a conversation Charlie Fairhead X ChatHealth Dashboard Conversation with 447520615386 447520615380 Tellyshire School Nursing Service Opened at 04 Jun 09 00 Messages Identity Notes Attributes Assignments Transcribe Retention amp Destruction Assigned To Assigned By Assigned At Tellyshire School Nursing Service Tellyshire School Nursing Service 04 Jun 09 00 Tellyshire School Nursing Service Charlie Fairhead Charlie Fairhead 04 Jun 09 27 Assign To Lisa Duffin P ssignment Note a C Fig 7b Assigned conversation with note Charlie Fairhead X ChatHealth Dashboard Help Conversation with 447734307408 447520615380 Tellyshire School Nursing Service 1 Please contact this person tomorrow to follow up as I m on annual leave thankyou Charlie Fairhead at 04 Jun 10 00 Opened at 03 Jun 16 50 Messages Identity Notes Attributes Assign
3. ChatHealth safe and Secure Messaging User Guide Service Members https chathealthstaff leicestershire nhs uk CONTENTS 1 0 ABOUT 2 0 cece cceeccece eee ec eens eeeeceanseeeeeeasseeseceaaseeseoeasseeseoaasseeseoaaseeeeeonsseeeseoaaseeeseonsseeesones 4 20 GETTING STARTED yovcrasccscccc segs ccccccetercccesteccccessercescssedzeccetedewecessdvencctedenaceteccazepcecceaese 5 2 1 Connection ssennesnnesenneennesrrrnrnrrsnrrnrnrennrrsrrrrrnrrsnrrrnnrrrrrnnnresnrrnnrrrenrrnnrrnenrenn renne 5 22 PRECISION ea E 5 2 3 Signing in or out and returning to the homepage ccceeeeceeeeceeeeseeeeseeeeseeeeseeees 6 2 4 Accessing inboxes and the overview dashboard sssssssrssrsesrrerrrsrrrerrnerrerrrsrre gt 7 30 INBOX VIEW rss cae sachs esa ee ese eects eee ete 8 3 1 The tabs in your service INDOX seccsccecesescancecadesesssacenceeandennseundsonaenseseanceeadesesenceseesenientt 8 32 SOUT CONV SIS ONS serpere EEN E EEEE EE nde AENEA EEA 8 3 3 About conversations 00 2 0 cccccsecccececeeeeceeeeeaeeecaeeesee essa eeseeeeseueesaeesaueesseseseueesaneesaees 8 34 Oe ane ClOSed CONVC SAU ONS so acescececerecesecensasneccsecereuesacsenxecssssenesaneceacsecseanesossiecee 8 Oso DNRT ANNONA SAO aera EEE E E ENEE 9 3 6 Getting a service inbox summary from Service Information cccccseeeeeeeeeeees 9 3 7 Flags in the inbOX sstecmiice etenesherernendacenecedeneneaatenemeandesennaabecenteeadeceniecedeneiacetacecan
4. https chathealthstaff leicestershire nhs uk 5 3 Managing your memberships In the Memberships tab see Fig 13 Item f you can see details of the services and organisations to which you belong and or request to join new ones Members of multiple services will see more than one service listed see Fig 13 Item 2 Navigate to service inboxes by clicking the inbox icons see Fig 13 Item amp Remove your membership of a service by clicking the red icon see Fig 13 Item M To make a request to join additional teams and organisations e Type the name of the service you wish to join in the space provided see Fig 13 Item 3 as you begin to type service names will be recognised and appear in a drop down menu which you can click to choose e Click Request Membership see Fig 13 Item e Your membership request will be made available to the service administrator and you will be notified by email when your request is accepted or declined e Pending membership requests are displayed in Pending Membership Requests Fig 13 Memberships view Charlie Fairhead E ChatHealth Charlie Fairhead Profile EJ Profile Memberships Change Password Availability Memberships Membership Actions Tellyshire School Nursing Service a ea Waterloo Road School Nursing Team eS a ea Pending Membership Requests Currently you don t have any pending membership requests Request Membership Member
5. Index ro Q Alcategories v Interpreting STOP messages Help Call Process Interpreting STOP messages 1 First search the help articles using the form above Many questions have been answered Published at 08 Oct 13 17 by Jimmy Systemadmin before through existing articles If you can t find an answer to your question then place a Help Call Userguide update One of our system ambassadors will respond A message from the ChatHealth team as soon as possible Place a Help Call a Published at 29 Aug 18 51 by Jimmy Systemadmin 6 1 Placing a help call If you cannot find a help article which answers your questions you can access help from a service administrator by placing a help call An administrator will respond to you or if they cannot help they will escalate your help call to an organisation administrator or system administrator To place a help call click Place a Help Call see Fig 17 Item and complete the form ChatHealth Service Member User Guide June 2015 Page 31 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent
6. Messages Identity Notes Attributes Assignments Transcribe Retention amp Destruction Mobile Number 447734307408 Service User Name Save Changes ChatHealth Service Member User Guide June 2015 Page 13 Copyright Leice https chathealthstaff leicestershire nhs uk 4 5 Adding notes to a conversation tem TI can be added to a conversation in the Notes tab of conversation view see Fig 5 Item p The ChatHealth system is not intended to be used as a record keeping system all conversations and accompanying information are purged once closed and transcribed Do not add notes which would be better placed in the patient record To add a note e Add notes in the free text space provided see Fig 5 Item 2 e The text box can be made larger by dragging the bottom right corner In some browsers see Fig 5 Item amp e Click Save Changes see Fig 4 Item M Fig 5 Conversation Notes Charlie Fairhead E ChatHealth Conversation with 447734307408 447520615380 Tellyshire School Nursing Service 1 Opened at 03 Jun 16 50 Messages Identity Notes Attributes Assignments Transcribe Retention amp Destruction Save Changes Comment ChatHealth Service Member User Guide June 2015 Page 14 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire
7. NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk Closed conversations which are yet to be transcribed will be marked with a red Transcription Outstanding inbox flag see the section entitled Flags in the inbox The total number of closed conversations in your caseload which are waiting to be transcribed is also highlighted in a grey flag on the inbox tab dropdown see Fig 9b Item Click the download icon see Fig 9b Item for a shortcut to conversation transcribe view Fig 9b My conversations closed Charlie Fairhead E ChatHealth Leicestershire Partnership NHS Trust Tellyshire School Nursing Service Go to Tellyshire School Nursing Service My Conversations Closed Unassigned Conversations All Conversations O m Un read Started At Last Message At Actions Open Closed 03 Jun 16 50 03 Jun 16 52 alg Stopped All ChatHealth Service Member User Guide June 2015 Page 22 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk 4 11 Locking a conversation A conversation can be locked to prevent it from being purged or assigned Click the padlock icon see Fig 10 Item f to lock or unlock a conversation You can add a note explain
8. Nursing Service 2 2 3 Q gt Rydale High School Nursing Tean 0 0 ChatHealth Service Member User Guide June 2015 Page 7 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk 3 0 INBOX VIEW Your service inbox is unique to your service It will only display messaging conversations which have been assigned to your service or sent directly to your service by a service user 3 1 The tabs in your service inbox Your service s conversations with service users are organised into several different inbox tabs A new conversation initiated by a service user will always first display in Unassigned Conversations see Fig 2a Item A conversation will display in Unassigned Conversations until it is assigned to a service member s caseload My Conversations see Fig 2a Item 2 displays conversations which are assigned to your caseload All Conversations see Fig 2a Item amp displays all conversations associated with your service This includes conversations assigned to your caseload conversations assigned to your colleagues caseloads and unassigned conversations The ChatHealth system allows all service members to see and access all their colleague s conversations to enable openness and easy workload management 3 2 Sorting conversations All Conver
9. first be assigned to your caseload To assign an un assigned conversation to yourself see the section entitled Assign to Myself You can assign a conversation to a colleague s caseload if the conversation is currently assigned to you To assign a conversation from you to a colleague Choose a conversation in My Conversations Open see Fig 2a Item 2 Click the eye icon to enter conversation view see Fig 2a Item W Click the Assignments tab see Fig 7a Item Choose a colleague from your service or an associated service in the Assign To drop down see Fig 7a Item 2 e You can write a note to accompany the assignment in the space provided see Fig 7a Item This is helpful to explain to your colleague the reasons for assigning the conversation and any actions you might expect them to take The note will be attached to the conversation when it appears in your colleague s caseload see Fig 7b Item ff e Click Assign see Fig 7a Item M Conversations assigned from you to a colleague will no longer appear in My Conversations Open see Fig 2a Item 2 To assign a conversation to yourself from a colleague Choose a conversation in All Conversations Open see Fig 2a Item amp Click the eye icon to enter conversation view see Fig 2a Item W Click the Assignments tab see Fig 7a Item ff Choose yourself in the Assign To drop down see Fig 7a Item Click
10. is accepted or declined ChatHealth organises teams into hierarchies of services and sub services An organisation can have many services and a service can have many sub services ChatHealth Service Member User Guide June 2015 Page 5 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk 2 3 Signing in or out and returning to the homepage Once registered as a service member click Sign In See Fig 1a amp to get started whenever you visit https chathealthstatf leicestershire nhs uk Enter your login details in order to access messages You can Sign Out by clicking the dropdown arrow near your user name in the header bar see Fig 1b Item ff Return D homepage at any time by clicking the header bar ChatHealth logo see Fig 1b Item 2 Fig 1a Homepage 1 2 Register Sign In E ChatHealth Safe and secure messaging between healthcare professionals and service users Latest Help Articles Interpreting STOP messages Userguide update Guidance for LPT school nurses Team member userguide See all help articles 01 May 15 25 19 Mar 12 42 Welcoming Norfolk school nurses to the team Top award for improving patient experiences See all news articles About Blog Legals Leicestershire Partnership NHS Trust Fig 1b Header bar
11. network cable Or on a laptop or mobile device in a building where you can connect to the organisation s secure wireless wifi network Or on a laptop or mobile device offsite where you can connect to the internet using a network cable wireless wifi or 3G 4G connection then connect to your organisation s secure network using a VPN connection with smartcard smartkey verification or similar Registration Follow these steps to register as a first time user Go to https chathealthstaftf leicestershire nhs uk Click Register See Fig 1a f on the right hand side of the main navigation bar Complete the on screen registration form by inputting your email address and a password of your choice Passwords must be a minimum of eight letters including at least one capital letter and one non textual character A message with a confirmation link will be sent to your email address from noreply chathealth leicestershire nhs uk Go to your email inbox in the usual way for example via Microsoft Outlook or webmail Open the email and click Confirm my account You ll be redirected to the ChatHealth system login page Enter your login details You can now find a team and request membership Click Join a team click the search tab to search for your team by name then click Request membership Your membership request will be made available to the team administrator and you will be notified by email when your request
12. view it and or save it to a folder of your choice and or print it Fig 8 Conversation Transcribe Charie Fairhead E ChatHealth Conversation with 447734307408 Opened at 03 Jun 16 50 closed at 04 Jun 11 08 Ea Messages Identity Notes Attributes Assignments Transcribe Retention amp Destruction Full Transcript A full un redacted transcript can be downloaded in Portable Document Format PDF here a Conversation Transcript PDF a Partial Transcript Instructions Use these instructions to provide a partial transcript useful in record keeping in a PAS Steps 1 Select the messages you wish to transcribe from the left hand list 2 A partial transcript will be automatically populated in the text box on the nght 3 Select all the text in the transcript box and copy and paste it into your records 4 Click Mark Transcribed at the bottom of the message list to confirm you have transcribed the messages Information to Transcribe Output Select All SMS text message conversation via the ChatHealth messaging system El Conversation Opened Conversation opened with 447734307408 03 Jun 16 50 39 Za Conversation Assignment at 03 Jun 16 50 ChatHealth Service Member User Guide June 2015 Page 20 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk
13. 4 9 Retention and destruction of conversations and information Information about the retention and destruction policy relating to a conversation and the retention and destruction status of a conversation can be seen in the retention and destruction tab see Fig 9a Item ff All conversations and accompanying information are deleted once closed and transcribed How and when conversations are deleted is managed by a service administrator 4 10 Closing a conversation A conversation should be closed when the episode of care is thought to be complete To close a conversation click the red eye icon see Fig 9a Item in conversation view Closed conversations which are assigned to you will appear in My Conversations Closed see Fig 2a Item B and in All Conversations Closed see Fig 2a Item amp Fig 9a Closing a conversation Charlie Fairhead E ChatHealth Conversation with 447734307408 io A 44 92ZU01950U I ellysnire ocnoo Nursing service Opened at 03 Jun 16 50 Ea Messages Identity Notes Attributes Assignments Transcribe Retention amp Destruction Is this the text number for the school nurse I d like some help please Yes my name s Charlie I m the school nurse Thanks for getting in touch How can help l m really concerned about my weight Not sure what to do about it ChatHealth Service Member User Guide June 2015 Page 21 Copyright Leicestershire Partnership
14. are received whilst you are unavailable o Or Reply with a message and re assign conversation which applies both of the actions above lf you chose an option involving auto reply write your reply message in the space provided see Fig 16 Item A statutory footer pre populated by a service administrator will also be added lf you chose an option that involves re assigning the conversation choose how you would like the message to be re assigned see Fig 16 Item M Click Save Changes see Fig 16 Item You will now be unavailable to the team and your settings will be effective When you make yourself available your settings will become inactive but remain the same ready for the next time you make yourself unavailable You can exit the manage availability actions settings window without saving changes by clicking Close see Fig 16 Item ChatHealth Service Member User Guide June 2015 Page 29 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk Fig 16 Manage availability actions settings Availability for Tellyshire School Nursing Service am curently unavailable to this service When a conversation assigned to you receives a message Re assign conversation and reply with a message v Reply with Message The following footer will be app
15. ce Member User Guide June 2015 Page 10 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk 4 0 CONVERSATION VIEW Conversation view enables you to see the messages in a conversation and accompanying information send a response to a message from a service user and perform a number of administrative tasks related to conversations which are accessed by tabs across the top of the view 4 1 Viewing and administrating a conversation in conversation view To enter conversation view click on the eye icon to the right of the relevant conversation in inbox view see Fig 3a Item ff Fig 3a Accessing conversation view Charlie Fairhead E ChatHealth tershire Partnership NHS Trust Tellyshire School Nursing Service Go to Tellyshire School Nursing Service My Conversations Unassigned Conversations BAKOD With Started At Last Message At Assigned To User Actions E 447734307408 FA 03 Jun 11 59 03 Jun 13 31 Tellyshire School Nursing Service 2 447520615386 03 Jun 13 13 03 Jun 13 13 Tellyshire School Nursing Service pa Frederick Brown 07 Nov 14 42 17 Nov 16 45 Tellyshire School Nursing Service 3 Daniel Morgan 03 Apr 15 07 10 Apr 16 17 Tellyshire School Nursing Service Click the Messages tab to see the messages in a conversation see Fig 3b Item ff Messages view i
16. ced without LPT s express consent https chathealthstaff leicestershire nhs uk 4 8 Transcribing a conversation A transcript of a conversation can be obtained in the Transcribe tab of conversation view see Fig 8 Item J Transcripts are useful for record keeping purposes Transcripts of a partially completed conversation i e open not closed can be obtained using the Partial Transcript feature see Fig 8 Item amp To obtain a partial transcript e Select the individual messages you wish to transcribe from the left hand list by checking the check boxes see Fig 8 Item and Item You can easily select all the messages in the conversation by checking Select All see Fig 8 Item M e A partial transcript will be automatically populated in the output box on the right see Fig 8 Item P e Select all the text in the output box then copy and paste it into the patient record To copy and paste right click the highlighted text and select copy then go to the patient record right click and select paste e Click Mark Transcribed at the bottom of the message list to confirm you have transcribed the messages Messages you have marked as transcribed will now be removed from the partial transcript list to avoid duplicate record keeping A full transcript of a completed conversation will become available once the conversation is closed see Fig 8 Item 4 Click on the PDF document icon or title to
17. d Conversations see Fig 2a Item ff 3 5 Starting a new conversation To start a new conversation with a service user Click the start a new conversation icon see Fig 2a Item Choose to send As an SMS message from an appropriate number Enter the intended recipients mobile phone number under With Enter your message and choose where you would like to assign responses Click Send Message 3 6 Getting a service inbox summary from Service Information Click the service information icon see Fig 2a Item to see a summary of current message management in the service The summary shows how many conversations are currently open closed or un transcribed and how many messages are un read Fig 2a Inbox view Charlie Fairhead E ChatHealth J tnership NHS Trus Tellyshire School Nursing Service Go to a School Nursing Service 1 3 My Conversations Unassigned Conversations All Conversations With Started At Last Message At Actions 447734307408 2 03 Jun 11 59 03 Jun 13 31 V 447520615386 ZB 03 Jun 13 13 03 Jun 13 13 ChatHealth Service Member User Guide June 2015 Page 9 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk 3 Flags in the inbox A number of different notification icons in inbox view indicate
18. d without LPT s express consent https chathealthstaff leicestershire nhs uk A 12 RENING 1OINDOX VICW areas ar ainst eaters A 4 13 Marking conversations as JUNK ccccccccecceeeceeeseeeseeeeeeseeeseeeseeeseeeseeseesaeees 5 0 UPDATE PROFILE VIEW sissctetesececatasacetededacetetacedecaiecusetedetuantedesssrtecatetstecsdsaedadeds 5 1 Using profile view to edit your personal details and preferences 06 5 2 About notifications and notification preferences ccccccceccceeeceeeeseeeeeeeeaeeees 5 3 Managing your memberships ccccceeceseeceseeeeceeeceeeeceueesueeseeeesseeeseeeessees 54 Changing YOUR DASSWONG sininen a es S9 Managing your availabilty serseii n ai EEE O OT E E E OE aac ate E a 61 IPIACING A NCIO Call ssaaecenicedasealsateedulcadsudaltadendaliudsncahsedsidubsedsstolsdsitalsadondalendsatates ChatHealth Service Member User Guide June 2015 Page 3 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk 1 0 ABOUT ChatHealth is a confidential help and advice tool enabling safe and secure messaging between healthcare professionals and service users It is a web based application for staff designed to manage the clinical risks of using messaging with service users in frontline healthcare environments A range of safety features hel
19. e inbox flag see the section entitled Flags in the inbox ChatHealth Service Member User Guide June 2015 Page 23 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk 5 0 UPDATE PROFILE VIEW You can view and amend your personal information and settings by clicking Update Profile Find Update Profile by clicking the dropdown arrow near your user name at the top right of the screen in the header bar see Fig 11 Item J Fig 11 Accessing update profile view lie Fairhead Update Profile 1 X ChatHealth PS snou 5 1 Using profile view to edit your personal details and preferences In profile view you can add or edit your name mobile phone number job role and preferred communications method for receiving notifications For example you can add your name to display your name rather than your email address on your messages to colleagues and on other system notes To add or edit your personal details and or preferences e Click the Profile tab see Fig 12 Item J e Add or edit your personal details and or preferences spaces provided see Fig 12 Item 2 then click save changes see Fig 12 Item M Fig 12 Editing your profile E ChatHealth Charlie Fairhead Profile EA Profile Memberships Change Password Availability Profile Email ji
20. edeneteaetenes 10 SrA UE 6 MESSE e 10 ae EPON OUS ana eee 10 I MaK AS UR ee E E E ee 10 3 7 4 Stopped conversation ccccecccseeeceeeeeeeeeeseeeseeeeeseeeeaeeeeseeeseesseeesseeesseeesseeeeas 10 4 0 CONVERSATION VIEW seaaassnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn mnnn nenna nnne 11 4 1 Viewing and administrating a conversation in conversation VICW cesceeeeeeeees 11 AD PSSION 10 EE E E E E E A A A E A A 12 4 3 Responding to a message cccccccecccseccneeeceeeceueceeeeceeeceueeeeeeseeeteeeeseeeseeeseueeneeesaees 12 4 4 Adding a service users name cccccccecccecceeceeceecaeeceesuecaeeseesueeceeseeseeseeseeseenees 13 4 5 Adding notes to a conversation ccccecccceeeeceeeeceeeeseeeeseeeessueeseueesaueeseeeseeeeseeeesees 14 4 6 Assigning attributes to a conversation cccceeccsececeeeceeeeaeeeseeecaueeeeeeseeesueeneeenaees 15 4 7 Assignments and assigning a CONVErSATION ccceeceeeeeseeeeceeeeseeeeseeeeseeeeneeeesees 17 4 9 Retention and destruction of conversations and information ccccceseeseeeneees 21 A NO GIOSINO a CONN Cl SAUOW ccee scope cect eres ccee aeasete eee oeeecoee anette cee eats eoeseoreecea 21 AAT EOCKNO a CONV CS AON sennen EE EEE EER EEEREN 23 ChatHealth Service Member User Guide June 2015 Page 2 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduce
21. ended to this message We respond most quickly to messages that need urgent attention and we aim to respond to all messages within 24 hours Monday to Friday If you need to contact us Monday to Friday 9am until 4pm call 0300 3000 007 If you need help in the meantime contact your doctor visit a NHS walk in centre or call NHS Direct on 111 If it is an emergency dial 999 or visit A amp E For our safety and yours we store your messages on electronic records Records can be seen by other healthcare professionals but we all follow strict confidentiality rules and your School Nurse will explain more about this Re assign To Service Inbox Tellyshire School Nursing Service v Ra Close Save Changes ChatHealth Service Member User Guide June 2015 Page 30 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk 6 0 HELP ChatHealth has a number of inbuilt features to help you access support A range of help articles are available in the Help Index which is accessible by clicking Help in the header bar see Fig 17 Item The most recent help articles are also featured on the homepage You can search help articles using keywords in the search box see Fig 17 Item 2 You can refine the search by category Fig 17 Accessing help Charlie Fairhead E ChatHealth or ME OGG Help
22. ilability Ea Service Availability Actions T Te ChatHealth Service Member User Guide June 2015 Page 28 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk To manage the actions taken by the ChatHealth system when you are unavailable Identify the row for the service where you want to manage your availability Staff who are members of one service will see only one row In the actions column click the edit icon see Fig 15 Item to manage the settings The manage availability actions settings window will open Begin by checking the box to make yourself unavailable to the service see Fig 16 Item Use the drop down box see Fig 16 Item 2 to choose how you would like the ChatHealth system to respond if it receives a new message In a conversation assigned to your caseload when you are unavailable Options include o Do nothing which will not respond to new incoming messages but will prevent colleagues from assigning conversations to your caseload whilst you are unavailable o Reply with a message which will send an auto reply to any new incoming messages whilst you are unavailable o Re assign conversation which will assign the conversation to a colleague or to the service inbox Unassigned Conversations see Fig 2a Item J if any new messages
23. ility When you are unavailable the ChatHealth system can auto reply to new messages received in conversations in your caseload It can also re assign the conversation to your colleague s caseload or to the service inbox when a new message is received Make yourself available or unavailable in Availability see Fig 15 Item f Members of multiple services will see multiple services in availability view see Fig 15 Item 2 Your availability to a service is shown in the Availability column see Fig 15 Item amp It is also indicated by red or green shading on the row red indicates unavailable and green indicates available To make yourself available or unavailable to a service e Identify the row for the service where you want to manage your availability Staff who are members of one service will see only one row e Inthe actions column click the red cross to make yourself unavailable or the green tick to make yourself available see Fig 15 Item M e Confirm your change by clicking OK in the dialogue window which appears e Your availability will be updated in the Availability column and the row will change colour from red to green if you have become available or green to red if you have become unavailable Fig 15 Availability view Charlie Fairhead E ChatHealth Membership availability was successfully updated Charlie Fairhead 5 Profile Memberships Change Password Availability Ava
24. ing why a conversation is locked see Fig 10 Item To add or edit a lock note e Click the speech bubble icon see Fig 10 Item amp e Enter a new note or amend the existing note in the space provided e Click Save Changes Fig 10 Locked conversation Charlie Fairhead F ChatHealth Conversation was successfully updated Conversation TEANA CA T 447520615380 Tell with 447734307408 yshire School Nursing Service This conversation is locked While the conversation is locked it cannot be Re assigned Deleted Closed and transcribed but not to be unlocked until we have we have an issue with this service user s record Ea B Opened at 03 Jun 16 50 closed at 04 Jun 11 08 Messages Identity Notes Attributes Assignments Transcribe Retention amp Destruction Is this the text number for the school nurse I d like some help please Yes my name s Charlie l m the school nurse Thanks for getting in touch How can help l m really concerned about my weight Not sure what to do about it 4 12 Returning to inbox view To return to inbox view from conversation view click the inbox icon see Fig 10 Item 7 4 13 Marking conversations as junk Junk conversations e g unsolicited advertising messages can be isolated by clicking the Mark as junk icon see Fig 10 Item Conversations marked as junk will appear in All Conversations Junk see Fig 2a Item amp marked with an orang
25. l nurse l d like some help please Yes my name s Charlie l m the school nurse Thanks for getting in touch How can help Charlie Fairhead School Nurse queued at 03 Jun 16 51 l m really concerned about my weight Not sure what to do about it Message a ChatHealth Service Member User Guide June 2015 Page 12 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk 4 4 Adding a service user s name A known service user s name can be added to a conversation in the Identity tab of conversation view see Fig 4 Item Adding a service user s name will change the service user s identity in inbox view from their phone number to their name see Fig 3a Item and Item amp Adding a name can be particularly helpful for identifying service users who have provided their name compared to service users who wish to remain anonymous This can bea useful aide to record keeping Names and numbers are disassociated when the conversation is closed To add a name e Enter the service user s name in the space provided see Fig 4 Item 2 e Click Save Changes see Fig 4 Item amp Fig 4 Conversation identity Charlie Fairhead E ChatHealth Conversation with 447734307408 447520615380 Tellyshire School Nursing Service Opened at 03 EE
26. ments Transcribe Retention amp Destruction Is this the text number for the school nurse I d like some help please 447734307408 received at 03 Jun 16 50 Yes my name s Charlie I m the school nurse Thanks for getting in touch How can help Charlie Fairhead School Nurse delivered at 03 Jun 16 52 I m really concerned about my weight Not sure what to do about it 447734307408 received at 03 Jun 16 52 This conversation must be assigned to yourself before you can post messages Assign to Myself Charlie Fairhead Tellyshire School Nursing Service ChatHealth Service Member User Guide June 2015 Page 18 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk Closed and locked conversations cannot be assigned Conversations can be assigned to the service inbox for your service or to the service inbox for a service at another level of the organisational hierarchy Conversations assigned to the service inbox will appear in Unassigned Conversations see Fig 2a Item ff You D see the assignment history of a conversation in the Assignments tab see Fig 7a Item 5 ChatHealth Service Member User Guide June 2015 Page 19 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reprodu
27. mmy endicott leics nhs uk Full name Charlie Fairhead Mobile number Job role School Nurse Preferred Communication Method for notifications Short Message Service SMS Ep Save Changes ChatHealth Service Member User Guide June 2015 Page 24 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk 5 2 About notifications and notification preferences The ChatHealth system sends notifications to help you respond to messages transcribe and delete conversations in a timely way For example you will be sent a notification if a conversation which is assigned to you receives a new message and you can be sent notifications if new conversations arrive in Unassigned Conversations In Profile View you can choose your preferred communications method for receiving notifications see Fig 12 Item Choose email to receive notifications by email or choose Short Message Service SMSY to receive notifications by text message to your own mobile handset To receive notifications by text message you must also provide a mobile phone number see Fig 12 Item 2 ChatHealth Service Member User Guide June 2015 Page 25 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent
28. nhs uk 4 6 Assigning attributes to a conversation Attributes assigned to a conversation can be seen in the Attributes tab of conversation view see Fig 6a Item ff Attributes are a way to tag important pieces of information to the service user or conversation For example you might tag the service user with an age attribute Attributes are a useful data recording tool because they can be used to create reports which help profile the service users and conversations in the system New pre populated attribute templates must be created by a service administrator For example the administrator might create a new template attribute called Does this service user own a smartphone Possible answers might be yes no and don t know The attribute would now be accessible to service members in conversation view The ChatHealth system is not a record keeping system Attributes should not be used to record information which would be better placed in the patient record To edit or delete attributes which are assigned to a conversation or service user e Click the edit icon to the right of an assigned attribute see Fig 6a Item 2 e Or click the delete icon to the right of the assigned attribute see Fig 6a Item Fig 6a Conversation Attributes Charlie Fairhead E ChatHealth NHS Conversation with 447734307408 oe c KJ a A a Assign Attribute Opened at 03 Jun 16 50 Messages Identity Notes At
29. p to ensure no message goes unanswered The system is designed to NHS information governance standards providing a secure alternative to staff conducting messaging from mobile handsets The transcribing interface promotes timely record keeping and auditability Service users can send SMS text messages from their own handsets in the usual way at the usual cost Smartphone users will soon be able to download the password protected ChatHealth instant messaging IM app for iOS and Android devices This will provide them with a greater degree of information security and free messaging within their data plans ChatHealth pulls together all service user SMS and IM messaging into a single management portal which supports team based working and triage based service delivery Combined with assignable caseload management this enables the delivery of industrial scale messaging enquiry services which can still ensure a personal touch ChatHealth Service Member User Guide June 2015 Page 4 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent 2 0 2 1 https chathealthstaff leicestershire nhs uk GETTING STARTED Connection To use the ChatHealth system you must be connected to your organisation s secure network 2 2 Either on a desktop or laptop in a building where you can connect to the organisation s secure network by attaching a
30. relevant to the attribute see Fig 6b Item 2 e Click Create Assigned Attribute see Fig 6b Item amp Fig 6b Add a new assigned attribute E ChatHealth New Assigned Attribute Name Also discussed in clinic appointment Value Select One Has not attended clinic appointments ance reate Assigned attribute ChatHealth Service Member User Guide June 2015 Page 16 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk 4 7 Assignments and assigning a conversation Conversations can be assigned in the Assignments tab of conversation view see Fig 7a Item f Assigning helps to distribute caseloads and responsibility Assigning a conversation to yourself makes that conversation part of your caseload Assigning a conversation to your colleague makes that conversation part of your colleague s caseload Conversations assigned to your caseload can be found in My Conversations see Fig 2a Item 2 A conversation will stay in your caseload until it is re assigned or closed and purged from the system New messages sent by a service user to an open conversation in your caseload will be added directly to the relevant conversation To perform any administrative tasks related to a conversation including sending a response the conversation must
31. s the default view when entering conversation view Other administrative tasks can be accessed by other tabs across the top of the view see Fig 3b Item to Item ChatHealth Service Member User Guide June 2015 Page 11 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk 4 2 Assign to myself To perform any administrative tasks related to a conversation including sending a response the conversation must first be assigned to your caseload You can do this by clicking Assign to Myself when viewing a conversation that is not assigned to you If you are a member of more than one service you can use the dropdown to assign the conversation to your caseload in a different service 4 3 Responding to a message To respond to a message in a conversation e Type your response in the message area see Fig 3b Item e Or insert a pre populated message by clicking Select Template see Fig 3b Item M and choosing from the list of available templates e Click Send see Fig 3b Item Fig 3b Conversation View Charlie Fairhead E ChatHealth Conversation with 447734307408 447520615380 Tellyshire School Nursing Service Messages Identity Notes Attributes Assignments Transcribe Retention amp Destruction Is this the text number for the schoo
32. sations and My Conversations can be sorted to show only conversations which have un read messages that require attention only open conversations only closed conversations only stopped conversations only conversations marked as junk or all conversations To sort conversations e Click either inbox tab see Fig 2a Items 2 and e Choose a sorting option e g Un read from the dropdown 3 3 About conversations Each row displaying in the inbox represents a conversation with a service user see Fig 2a Item Each conversation consists of one or more messages The messages in a conversation can be seen in Conversation View 3 4 Open and closed conversations A conversation becomes open when a message is first received from or sent to a service user ChatHealth Service Member User Guide June 2015 Page 8 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk A conversation becomes closed when it is closed by the healthcare professional because the episode of care is complete All closed conversations are either due to be transcribed or due to be purged from the system Closed conversations cannot be re opened Once a conversation with a service user is closed any further message sent by that service user will open a new conversation in Unassigne
33. ship to EA Start typing a few letters of the service team name Request Membership a ChatHealth Service Member User Guide June 2015 Page 26 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk 5 4 Changing your password In the Change Password tab see Fig 14 Item you can change your password To change your password e Enter your current password see Fig 14 Item 2 e Enter your new password first and confirm by entering it a second time in the spaces provided see Fig 14 Item amp e Click Change Password at the bottom of the page see Fig 14 Item M Passwords must be a minimum of eight letters including at least one capital letter and one non textual character Fig 14 Change password view Charlie Fairhead E ChatHealth Charlie Fairhead Profile Profile Memberships Change Password Availability Change Password Existing Password we need your current password to confirm your changes New Password Confirm New Password Change Password ChatHealth Service Member User Guide June 2015 Page 27 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk 5 5 Managing your availab
34. tributes Assignments Transcribe Retention amp Destruction Assigned Attributes Attributes are a way to tag pieces of important information relating to the Conversation or the Service User Assigned Attributes Conversation 4 Attribute Actions Also discussed in clinic appointment G D Assigned Attributes Service User 5 Attribute Actions ChatHealth Service Member User Guide June 2015 Page 15 Copyright Leicestershire Partnership NHS Trust LPT 2014 All Rights Reserved No part of this document may be reproduced without LPT s express consent https chathealthstaff leicestershire nhs uk To assign an attribute to a conversation e Click the icon to the right of Assigned Attributes Conversation see Fig 6a Item P or click the drop down arrow at the top right of the page see Fig 6a Item and choose Assign Attribute e Choose an attribute to assign from the drop down menu see Fig 6b Item f e Enter an accompanying value relevant to the attribute see Fig 6b Item 2 e Click Create Assigned Attribute see Fig 6b Item amp To assign an attribute to a service user e Click the icon to the right of Assigned Attributes Service User see Fig 6a Item 3 or click the drop down arrow at the top right of the page see Fig 6a Item and choose Assign Attribute e Choose an attribute to assign from the drop down menu see Fig 6b Item f e Enter an accompanying value
35. when action is required to be taken 3 7 1 Un read message This blue icon indicates that messages in a conversation are un read see Fig 2b Item ff A number on the icon indicates how many messages are un read in the conversation The icon will clear after messages have been viewed for around 10 seconds once a conversation has been assigned 3 2 Transcription outstanding This red icon indicates that a conversation is closed but un transcribed see Fig 2b Item 2 3 3 Marked as junk This orange icon indicates that a conversation is marked as junk see Fig 2b Item 3 4 Stopped conversation This red icon indicates that a conversation has been stopped by the service user who has sent a stop opt out message see Fig 2b Item M This automatically closes the conversation to prevent further messages being sent to the service user Fig 2b Flags in the inbox Charlie Fairhead E ChatHealth Tellyshire School Nursing Service Go to Tellyshire School Nursing Service My Conversations Unassigned Conversations All Conversations With Started At Last Message At Assigned To User Actions 447734307408 EA 03 Jun 11 59 03 Jun 13 31 Tellyshire School Nursing Service 447520615386 03 Jun 13 13 03 Jun 13 13 Tellyshire School Nursing Service Frederick Brown EJ 07 Nov 14 42 17 Nov 16 45 Tellyshire School Nursing Service Daniel Morgan CJ 03 Apr 15 07 10 Apr 16 17 Tellyshire School Nursing Service ChatHealth Servi
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