Frequently Asked Questions

 

Select one of the below categories to see some frequently asked questions on each issue:

Registration and login questions

Q: Why do I need to create an account?

A: Some parts of the site require you to be a member of the NHS. To verify this you need to set up an account on the site. With an account you can contact other members of the NHS Institute website and share your experience and advice.


Q: How do I create an account?

A: To create an account on the NHS Institute website, use the following link: Create an Account

Enter all the necessary information; your password should be longer than 8 characters.

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

 

Q: I have forgotten my username?

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


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 '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 saying my email address is already registered?

A: You have already registered for 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 an Account?'.

 

Catalogue and ordering questions

Q: How do I place an order?

A: To place an order on the website you firstly need to create an account. Refer to earlier question, 'How do I create an Account?' on this page.

Once you have an account, 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 you 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 you 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 an account. You can do this by clicking on the 'Create a Profile' link along the top of the page.

If you already have an account, 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 Contact Details'.
  • Enter your NHS email and click 'Update'.

(Note: changing your email address does not change your username, which will still be the same as your previous email.  You can change this at the same time as updating your email to keep things consistent.)

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.


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

A: You have set up your account 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 Contact Details'
  • Enter your NHS email and click 'update'
  • (Note: changing your email address does not change your username, which will still be the same as your previous email.  You can change this at the same time as updating your email to keep things consistent.)

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.

 

Graduate Scheme

 

Q: I wish to acquire access to the Graduate Scheme Area/Handbook.

A: Access to the Graduate Scheme require permission from the NHS.  To acquire access 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? 

A: Please contact The Productive Teams to require this information:


Other Questions

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