The NHS Institute for Innovation and Improvement website is now being administered by NHS Improving Quality - the Productive Series and other products are still being provided by Delivery Partners and supported by NHSIQ, and all material relating to the Productive Series is still accessible.

The NHS Institute closed on 31 March 2013. If an item you are looking for is not available here, you'll be able to see all publicly available content on The National Archives website: http://webarchive.nationalarchives.gov.uk/*/http://institute.nhs.uk.
X
This site uses cookies to help performance and allow us to improve your browsing experience. You can click here to view the cookies we use on this website along with information on how to restrict cookies using your browser settings. By clicking on the Continue button, you accept the terms of our privacy policy on our website.



   
i
| | |

Frequently asked questions

Select one of the links below find answers to your queries:

Registration questions Catalogue and ordering questions
Zip file questions Graduate scheme questions
The Productive Series questions Problems viewing videos
Other questions Problems with Web seminars




Registration and login questions

Q: Why do I need to create a profile?

A: Some parts of the site require you to be a member of the NHS. To verify this you need to set up a profile on the site.

Q: How do I create a profile?

A: To create a profile on the NHS Institute website, use the following link: Sign up and use your NHS email address.

Enter all the necessary information. Your password should be longer than 8 characters and is case sensitive.

An email will be sent to your in box for this email address with a confirmation link. You will need to click on this link to activate your profile. Once you have clicked on the link your profile will be activated and you will be able to log in

Enter all the necessary information. Your password should be longer than 8 characters and is case sensitive.

Q: I have forgotten my username?

A: Your username is usually the same as the email address with which you registered on the site.

Q: I have forgotten my password?

A: If you have forgotten your password you can request a new one using the following link: Forgotten Password.

Alternatively, you can access this page by going to the Login Page and then selecting 'Forgotten Password' button at the bottom of the page.

If you are still having problems, then please contact the NHS Institute support team.

Q: The site is saying my email address is already registered?

A: You are already registered on the site, if you have forgotten your password then a new one can be sent to you using the following link: Forgotten Password.

Alternatively, you can access this page by going to the Login Page and then selecting 'Lost Password' button at the bottom of the page.

If you are still having problems, then please contact the NHS Institute support team.

Q: The site is telling me I need to log on, but I don't have a log in?

A: You may need to log on to access restricted parts of the site.  If you do not have a log in, then you will need to create a profile. To create a profile refer to the earlier question, 'How do I Create a Profile?'.

Catalogue and ordering questions

Q: How do I place an order?

A: To place an order on the website you firstly need to create a profile using your NHS email address. Refer to earlier question, 'How do I create a Profile?' on this page.

Once you have a profile, go to the 'Catalogue' pages. Browse around the catalogue until you have found the product you wish to purchase. If the product can be purchased by hard copy, confirm any terms and conditions and then enter the quantity you wish to purchase then select 'Add to Cart button'. This will add the product into your shopping cart. You may continue to add products into your cart.  

Once you have completed shopping and wish to purchase the products in your cart, then select 'My basket' along the top and select 'Checkout' to complete the checkout process. Follow the instructions on the page and then confirm the order. You will be sent an email confirming your order once you are finished, this will include your order number which you must keep safe.

Note that you may not always be able to change the quantity, as some products are restricted as to how many you can buy. 

Q: The catalogue is saying my organisation has reached its limit of hard copies ordered.

A: Some documents, for example, The productive series hard copies are limited as to how many you can buy in total. If you receive this message then contact the NHS Institute support team with your name and the organisation you work for. 

Q: I cannot download any publications from the catalogue.

A: To order from the catalogue you need to create a profile. You can do this by clicking on the 'Sign up' link along the top of the page.

If you already have a profile, please make sure that you are using your NHS email account. If you have registered with your home email account then you will not be able to download many publications.  

To change your email address to your NHS account follow these instructions:

  • Log into the site.
  • Click on 'My Profile' along the top of the page.
  • Click on the link stating 'Edit General Details'.
  • Click on ‘Contact info’
  • Enter your NHS email and click 'Update'.

(Note: changing your email address does change your username.)

If your email is setup to use your NHS email account and you are still having difficulties, ensure that your 'pop-up blocker' has an exception to allow the NHS Institute to create pop-ups.

If you are still having problems, then please contact the NHS Institute support team.

Q: I am not part of the NHS, can I still purchase products?

A: Sort of.  A lot of products, especially within the Productive Series, are only licensed for NHS England users. However, there are many other publications that can be bought for a fee without an NHS England account, and these can be purchase here: www.institute.nhs.uk/bookshop.

Licensing deals are available to organisations outside of NHS England. To find out about this please email: worldwide@institute.nhs.uk.

Q: The publication says it is free to NHS staff, why am I getting charged?

A: You have set up your profile not using your NHS email address.  

To change your email address to your NHS account follow these instructions:

Log into the site.

  • Click on 'My Profile' along the top
  • Click on the link stating 'Edit General Details'
  • Click on ‘Contact info’
  • Enter your NHS email and click 'update'
  • (Note: changing your email address does change your username.)

Go back into the catalogue and try again.

If you are still having problems, then please contact the NHS Institute support team.  

Q: I have not yet received my order?

A: If you have not received your order within 7-10 working days, please contact the NHS Institute support team quoting: your order number, delivery address including department and office hours contact number. 

Zip file questions

Q: What is a zip file and how do I use it?

A: A 'zip file' groups a number of files together, and compresses large files so that they're smaller and easier to download. They have '.zip' at the end of the name.  Zip files are created and opened with software tools whch can be downloaded from the internet. The best known tool is WinZip, which may already be on your PC.

Q: How do I download the zipped file to my computer?

For Microsoft PC:

  1. Double click the file icon. You'll see a box asking you save the file.
  2. Click 'Save'; save it to your computer desktop, or to the directory where you want it. It will be saved in the Downloads folder in your Documents or user directory.
To un-zip a file:
  1. First, find the zipped file, either by using Windows Explorer (the tool for navigating your computer, not Internet explorer). Open windows explorer by  Start> Accessories> Windows Explorer or by going straight to the directory where the file is: using navigate direct to the file using: Start > My Documents, or Start> My Computer> [the directory where you saved the file]
  2. Right-click the file name; the shortcut menu appears. Move your cursor over the line 'WinZip"'(or name of the zip tool you have instead of WinZip) and the submenu appears. To open the file, select 'Extract to here'.
  3. Alternatively you can click the 'open with..' line, and choose 'open with WinZip'.

For Mac:

  1. Save the zip file to your desktop. It may be saved in the Downloads folder in your Documents or user directory.
  2. Double-click the zip file to unzip. Depending on your settings, downloaded files may automatically extract to a new folder. The original zip archive will be saved; check for a folder with the same name as your zip file.

Q: I don't have WinZip on my computer.  Where can I download a zip tool?

Search the internet for 'free download zip utility' to find offers of free tools. PLEASE NOTE: the NHS Institute cannot take responsibility for any tools outside of the NHS Institute website which you download from the internet.  Some common tools: PentaZip, PicoZip, PKZip, PowerArchiver, StuffIt

Graduate Scheme

Q: I wish to acquire access to the Graduate Scheme area / handbook.

A: Access to the Graduate Scheme requires permission from the NHS. Please contact the NHS Institute support team with the following information:

  • Name
  • Your job title
  • Your Strategic Health Authority
  • Your involvement with the Graduate Management Scheme
  • Your reason for requesting to view the Graduate Scheme handbook / documentation areas

The Productive Series

Q: I am not part of the NHS, can I still sign up for Productive Ward / Leader / Community Ward etc?

Videos

Q: How do I get my videos to work.

There are a few reason why you may not be able to view our videos:
  • check to see that you have Adobe Flash Player installed by visiting this page: http://www.adobe.com/software/flash/about/. After installing this please check the video again.
  • If Adobe Flash Player is installed and you still cannot see ANY videos please contact your IT department as they may have prevented you from seeing them.
  • If it is only one video that you cannot see then please contact webteam@nhsiq.nhs.uk and supply us with a link to the page that the video appears on.

Problem with Webseminar

Q: How do I get my Web seminar to work.

We have a comprehensive user guide to help you get online.

Q: I cannot see it properly in my browser.

If you are using Firefox as your browser you may encounter some problems. We recommend Internet Explorer.

Q: It will not work at all.

Some Information Technology (IT) departments disable access to this facility. Please contact them to see if they can unblock it as the NHS Institute regularly uses WebEx for online education.

Other questions

If you have any problems that are not answered above please contact the NHS Institute support team.