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Pulse Health Systems Ltd :

109 Vernon House, Friar Lane, Nottingham, NG1 6DQ

Company Number :

10301962

How can we help?

Frequently asked questions

Getting Started with Pulse Health App

How do I download/access Pulse Health App?

Pulse Health App can be accessed via your web browser and can be downloaded from the Apple App Store or Google Play Store.

How do I log in?

There are two ways to log in to Pulse Health App. Firstly, via NHSmail Single Sign On. Secondly, through registering a federated account (for NHS.uk email users). Your account will automatically be verified through both methods. If we cannot verify your account immediately, your registration request will be pending and will be sent to our moderators for approval.

How do I create / update my pin?

On first login, you will be asked to create a 4-digit pin code. This pin code will be used to access Pulse Health App. You can update your pin by going to ‘Settings’ and clicking on ‘App Lock’. Note: Fingerprint can be used as an alternative to the pin code.

How do I create and update my profile?

You will be asked to fill in your profile details upon first login. If you are using NHSmail, we will capture your first name, last name, organisation and email address through NHSmail Single Sign On. If you are using federated email access, you will be required to provide your first name, last name, organisation and email during the registration process.

After first login, you will be asked to provide further profile details, such as job title, ward, specialty and department, as applicable. You will also be able to upload a profile picture.

You can easily update your Pulse Health App profile by clicking on ‘Settings’ and ‘Profile’.

How do I invite users to Pulse Health App?

There are several ways of inviting your colleagues to Pulse Health App.

Using our NHS Directory and in-built email APIs: Click on ‘Directory’, then go to either ‘My Organisation’ or ‘NHS Global’. You can search and find your colleague’s profile. If they are a Pulse Health App user, you can start chatting to them immediately. If they are not a user, you can invite them directly via our built-in email APIs, simply by clicking ‘Invite’. An email will be triggered from pulse.health@nhs.net to the invitee’s email address, stating that you wish to invite them to use Pulse Health App.

Via third-party applications: You will also be able to invite your colleagues via WhatsApp, external email clients, text message, Facebook Messenger, Skype or any other third-party application.

Features & Functionality

How do I use the NHS Global Directory to find my colleagues?

Finding your colleagues is simple with Pulse Health App. Click on ‘Directory’ and either go to ‘My Organisation’ to search for users in your registered organisation, or if you are searching for a colleague at an external organisation, you can click on ‘NHS Global’. Type the name in the search box or use the filters to filter down your search results.

How do I know if my colleague has downloaded Pulse Health App?

In the directories, you will see multiple contact entries. If an ‘Invite’ option appears next to a contact, this means they are not yet a Pulse Health App user and can be instantly invited to download and use the app. If they do not have an ‘Invite’ button, they are a Pulse Health App user, and you can immediately start communicating.

How do I invite multiple colleagues?

Find the first colleague you wish to invite and click ‘Invite’. Once complete, search for your next colleague and click ‘Invite’. Simply repeat these steps to invite multiple colleagues to Pulse Health App.

Can I communicate with colleagues outside my organisation?

Of course. We actively encourage communication across multiple organisations to deliver effective and efficient care to patients.

How do I add colleagues to ‘Quick Contacts’?

On the chat dialogue screen, click on the three dots in the top right-hand corner. Click on ‘Add to Quick Contacts’. You will be able to see a list of ‘Quick Contacts’ within the ‘Directory’.

How do I know if my message has been delivered/read?

Click on the sent message, then click on the (i) button. We also have a coloured dot. Amber means delivered. Green means read.

How do I star messages?

Click on the message, then click on the star icon. You can view your starred messages by clicking on ‘Settings’ and going to ‘Starred Messages’.

How do I reply to a message?

Click on the message you wish to reply to, then click on the left pointing arrow to quote the message.

How do I forward a message?

Click on the message you wish to forward, then click on the right pointing arrow to forward the message. You can either select the chat or select one of your quick contacts.

How do I create a group?

Click on the three dots (or + icon on iOS) in the corner, then click ‘New Group’. Create a ‘Group name’, upload a group icon, then click ‘Next’. You will then be able to add participants by selecting the squares. Click ‘Next’, then ‘Create’.

How do I broadcast a message?

Click on the three dots (or + icon on iOS) in the top right-hand corner. Click ‘New Broadcast’. Type in the ‘Broadcast Name’. Click ‘Next’. Add participants, click ‘Next’, then ‘Create’. You will see a broadcast has now been created in your chat dialogue. You will now be able to broadcast a message to your broadcast list. A reply will come as a direct message.

How do I invite colleagues to a group?

Select the group chat you wish to invite your colleague to. Open the chat dialogue. Click on the group name. Then click ‘Add Participant’.

How do I make a voice call?

Click on a user’s contact or open your chat dialogue. Click on the telephone icon to make a call.

How do I make a video call?

Click on a user’s contact or open your chat dialogue. Click on the video icon to make a video call.

How do I make a conference call?

Currently Pulse Health App supports conference calling up to eight people. We will be increasing this in the near future. To start a conference call, simply go to the message group you wish to call. Alternatively, if this is a new group, you will need to create a new group. A third option is to start a call and add people to the call using the ‘Add Participants’ option.

How do I add participants to a call?

Whilst on the call screen, you will see an option to ‘Add Participants’. Simply click on this option and select the participants you wish to add to the call.

How do I export chats?

Open the chat dialogue, click on the three dots, then click ‘email chat’. Please do not share via unauthorised email service systems. You are a data controller under GDPR guidance in that instance. You have a legal obligation and legal responsibility to look after you patient’s or client’s data.

How do I send an image / video?

You can either send an image or a video from your camera roll, or take an image or a video through the application. To send an image/video from your camera roll, click on the attachment icon, then click ‘Gallery’. To take a photo/video, select your camera. Always take clinical images via the application in order for them not to sync with your camera roll.

How do I send a file?

Click on the attachment icon and select ‘file/document’.

How do I send a voice memo?

Click on the microphone to record a message. Once finished, click ‘Send’.

How do I delete a message?

Select the message you wish to delete. Click on the trash can icon.

How do I set my status?

You can set your status manually or automatically. Simply go to ‘Settings’, then click ‘Status’. You can toggle between ‘Manual Status’ or ‘Automatic Status’. ‘Manual Status’ sets your status indefinitely. Alternatively, you can set up your working hours through ‘Automatic Status’. You will be able to set statuses such as ‘At Work’, ‘On Call’ and ‘Offline’, so you can get the best out of Pulse Health App and separate your work life from your personal life.

How do I get support or provide feedback?

Click on ‘Settings’, then go to ‘Support’ or ‘Feedback’. Click on ‘Support’ if you are having an issue with the application. There is a 1,000-character-limit text box and the ability for you to share screenshots with us to help with your problem.

Alternatively, if you would like to request a new feature, provide feedback, or just want to say how much you like Pulse Health App, you can do this by clicking on the ‘Feedback’ option.

How do I change notifications?

On certain devices, you will be able to change your notification sound and vibrate options. You will also be able to mute notifications, but we would advise against this, as you may miss important messages.

How do I change my password?

If you are using NHSmail, you can change your password through the NHSmail portal. If you are using federated access, you can change your password by clicking on ‘Settings’, then ‘Change Password’. Your password is required to be a minimum of eight characters and must include a special character, number and capital letter.

How do I log out?

Click on ‘Settings’, then ‘Log Out’.

Security & Compliance

How is Pulse Health App secure?

Pulse Health App is fully end-to-end encrypted. We have various cyber security accreditations, and we follow NHS and ICO information governance guidelines as well as UK Data Protection Law and GDPR. For security details, please click on the ‘Security Centre’.

How do I report a data breach?

You can report a data breach by clicking on ‘Settings’, ‘Support’, then ‘Report a Breach’. Alternatively, you can report a data breach via this website within the ‘Security Centre’, or email pulse.health@nhs.net.

How is Pulse Health App different to WhatsApp and other providers?

Pulse Health App has been specifically designed for the NHS. We are the only provider with a Full NHS Directory. This allows you to find your colleagues instantly. You will not need to share your personal number with anyone. You can separate your personal messages from your work messages.

WhatsApp is great; it is the pinnacle of a communication tool. But it is built for personal communication and is not designed for the NHS and Social Care environment. Use WhatsApp for your personal communication and separate your personal life from your work life. Trust us; you will be thanking us soon enough.

Can I share Patient Identifiable Data (PID)?

Yes. Our end-to-end encryption is safe for PID.

Am I allowed to use Pulse Health App?

Of course. Pulse Health App is freely available to all NHS and Social Care workers.

User Support

Do I have to pay for Pulse Health App? (hint; NO)

Absolutely not!! Pulse Health App is free to the end-user and always will be.

Can non-clinical teams use Pulse Health App?

We highly recommend that Pulse Health App is used for non-clinical purposes as well. Whether this is for arranging portering services, domestic services or for discussion amongst administrative and clerical teams, Pulse Health App is a great communication and collaboration tool designed for the NHS and Social Care sector.

How do I become a Pulse Health App Champion?

Contact pulse.health@nhs.net and state that you would like to become a Pulse Health App Champion. A Pulse Health representative will be in contact shortly.

Organisation Support

How do we get an Organisational Admin Panel?

You can contact us directly through our form, or email us at pulse.health@nhs.net. Alternatively, you can procure us via the ‘Clinical Communication Tools Framework’ delivered through NHSx. A Pulse Health App representative will then be in touch as soon as possible.

Can our organisation use Pulse Health App for free?

Yes. Pulse Health App provides a limitless ‘Free Tier’, allowing organisations and their users to use the app freely as they wish.

What do we get for the Licensed Tier?

Please refer to our ‘Organisations’ page.

Troubleshooting

What happens if I lose my device?

If you lose your device, please contact us immediately via pulse.health@nhs.net. Please also change your password either via the NHSmail portal or via the Pulse Health App. We are able to remote wipe accounts in case you lose your device. The 15-minute lockout will also protect unauthorised access.

Can I register with a non-NHS email account?

Selected organisations federated with NHS will be allowed to use Pulse Health App. We do not allow Gmail, Hotmail, Yahoo or any other email providers to register with Pulse Health App. We are a ‘closed’ communication platform.

What do I do if I have forgotten my password or pin code?

You can click ‘Forgot Password’ if you are using federated access. If you are using NHSmail Single Sign On, you will need to do this via the NHSmail portal. If you have forgotten your pin code, click on ‘Forgot Pin’. Follow the instructions to reset your password or pin code as required.

What do I do if I have an issue on the app?

Please reach out to us either through the ‘Support’/’Feedback’ options within the app, or email pulse.health@nhs.net.
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