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Manage provider profiles

Many NHS organisations and independent health providers access their unique service profile on the NHS website.

Your profile allows users to view information about opening times, services and facilities, staff information and more.

The FAQs on this page answer the most commonly asked questions about managing service profiles on the NHS website and using the profile editor.

Email the service desk team at nhswebsite.servicedesk@nhs.net if you still need help after looking at the FAQs.

What information can be displayed on a profile?

Organisations can manage and upload their own content to the profile, including images and videos. It's also a good opportunity to showcase any specialist services and facilities you provide.

Some of the information you should keep updated includes:

  • general information such as address, contact details and opening hours
  • appointment information
  • information about facilities and services you provide
  • your patient registration process
  • staff profiles
  • local news and health-related articles
  • practice surveys and patient participation information
  • Care Quality Commission (CQC) rating

An important feature of your profile is the ability to view and respond to user comments and feedback about your services.

Read more about how to manage user comments.

How to get an account and editing rights

All organisations have a profile template on the NHS website and should have received their account, username and password.

The communications and IT team are usually the designated profile editors. You can email nhswebsite.servicedesk@nhs.net to find out who the administrator is for your organisation, or to change the designated person.

How can I delegate editing rights to another person?

Only 1 person in an organisation can be assigned as the overall account manager. But the account manager can delegate multiple editors. The list of managers is regularly verified and responsibility can be reassigned if necessary.

As soon as the account manager has delegated permissions to an editor, they'll be sent an email notifying them of their editing rights. The email will contain a username and password, unless the person already has an NHS website account.

As the main account manager, you'll be able to see a list of who has delegated permissions. Please note, the system does not have approval or preview functionality, which means you will not be able to sign off changes made by people you've delegated editing rights to.

Have you forgotten your password?

To reset your password, click on the "Forgotten your password?" link below the account log-in field. Enter the email address used to set up your account and click "Reset password". A new password will be emailed to you.

How do I edit a profile?

It's easy to manage and edit your profile.

Log in with the username and password provided by the service desk when you registered for an account.

Profile information is organised into modules. Modules you can edit have an "edit" button.

To make changes:

  1. Click the "edit" button on the module you want to update.
  2. If you do not want to make changes, click the "cancel" button.
  3. Once you're happy with your changes, click the "save" button.
  4. If you save changes by mistake, you can click the "undo" button.

Some modules, such as centrally managed NHS website data, will be marked as "This cannot be edited". If it's possible to edit the data on a different page, it will be marked as "How do I edit this?"

Clicking on this button displays text explaining whether the module is centrally managed, or if the information can be edited in a different area of the site (such as reusable contact information).

You can view your changes immediately, so you can see how your pages look with certain fields populated.

How do I add or remove services or departments?

  1. Once logged in, go to the "Department and service view".
  2. Click on the "edit" button to the right of the service you want to delete.
  3. Scroll down to the bottom of the page and click on the "delete department" link on the right.

Hospitals and clinics

The information about services and departments on your profile comes from data supplied by the NHS e-Referral Service.

Using the trust profile, you can add additional services and departments not included in NHS e-Referral, plus additional information about treatments.

We have services located in other trusts' or organisations' hospitals – does the system show that these services belong to our trust or organisation?

Once the ODS code for the service at that location is correct and belongs to your trust or organisation, it should be listed as belonging to you. The first 3 letters are your trust's or organisation's ODS code.

If you do not have the correct code, email nhswebsite.servicedesk@nhs.net

We have more than 200 services at our trust – am I expected to add them all?

We do not expect this system to be able to represent the full scope of your sites and services. We advise editors to prioritise the information by what is most important or most likely to be accessed by the public.

Finer details and specific information about a service can be added as a narrative in the text boxes provided.

Hospitals and clinics in PIMS

What's the difference between hospitals and clinics in PIMS?

We categorise sites as hospitals or clinics. Hospitals are sites with overnight-stay facilities. Everything else is categorised as a clinic. However, they could also be units, community centres, GP surgeries and so on.

How do I change a clinic to a hospital type?

PIMS editors do not have permission to change the category of a site. You'll need to email nhswebsite.servicedesk@nhs.net

I've seen clinics and hospitals in our profile that do not belong to our organisation. Why is this and can I delete them?

There are several reasons why you might have sites in your profile that your trust or organisation does not manage.

In most cases, it's historical data that either existed before a trust merged, or it was added by editors that preceded you. Editors do not have the permission to delete sites. But you can hide them from public view.

In exceptional cases, such as having an unusually high number of hidden clinics or hospitals, the service desk may be able to delete them for you.

How can I add missing hospitals and clinics to our profile?

Email nhswebsite.servicedesk@nhs.net if there are clinics or hospitals missing from your profile. They'll help you add them. Please include your ODS codes in your email.

How can I avoid duplicating information that's already on our own website?

The NHS website is not currently able to syndicate content from local websites to the national site. However, you can syndicate all the information from your NHS website profile to your own website.

Find out more about how to connect and syndicate our content to your services.

In the meantime, we suggest adding hyperlinks on your NHS website profile directing patients back to your website.

How do I obtain web stats for a profile?

Once you've logged into your account, the number of visits to your profile is displayed at the bottom of each page. This is split into the numbers for the current month and the past 12 months.

Page last reviewed: 24 March 2020
Next review due: 24 September 2020