Directory of Services (DoS)

Directory of Services (DoS)

The Directory of Services (DoS) is a central directory of information which provides NHS 111 call handlers and others with real-time information about services available to support a patient. Pharmacies’ services and opening hours are included within the DoS and it is important to the efficient working of NHS 111 and some other urgent care providers that information on pharmacy services is accurate to allow patients to be appropriately referred to community pharmacies.

Background

The DoS is not publicly nationally available, as it contains information such as private telephone numbers for use by healthcare professionals, but some pharmacy teams can already access DoS (via a web-based system e.g. MiDoS, or the ‘NHS Service Finder’ beta tool (currently being piloted) may be being tested for some pharmacies) and may therefore check their DoS entry is accurate or access the information related to another health and care organisation. Such systems are designed to allow real time access to the DoS via a web browser or mobile device (such as a mobile phone or tablet). It is likely that this will be the route by which more pharmacy teams will be able to check their DoS entry in the future.

NHS England and NHS Improvement and NHS Digital are considering the different ways that pharmacies can better access and correct their DoS entry, in some cases involving the need to notify local NHS 111 DoS leads. DoS checking opportunities may also be linked to past and future Quality Payment Scheme announcements.

DoS Profile Updater tool

The Directory of Services (DoS) Profile Updater, has been used in the past to assist community pharmacy contractors with entering relevant information during past Pharmacy Quality Schemes and also to update DoS information.

Changes made onto it should usually be applied at least five working days ahead. When there are timing issues with the use of this tool to update information, then other methods can be used to update DoS (see other sections of this webpage such as ‘Temporary closures and updating DoS’).

DoS Capacity status tool

The DoS Capacity status tool differs from the DoS Profile Updater (described above).

For organisations which receive login details to use it (e.g. from local DoS leads), staff from within those organisations may update certain DoS information (see the ‘Temporary closure’ section directly below).

Temporary closures and updating DoS

To help keep the DoS information accurate, contractors should aim to update their pharmacy’s profile even if temporary closures occur (whether these happen on a bank holiday or not)

NHS England NHS Improvement previously indicated: 

  • For temporary closures of more than five days, you may amend your opening times within the Dos Profile Updater. 
  • For temporary closures of less than five days, you may amend your Red Amber Green (RAG) status to ‘RED’ using the new DoS Capacity status toolif you have working login details. Local DoS leads have helped to issue logins within some areas. 

The DoS emergency change number on 0300 0200 363 may be used where necessary and if the line is open. You may also contact your local DoS lead / team.

Note that making changes to DoS does not automatically adjust the opening hours of your NHS website pharmacy profile. See how to adjust hours on the PSNC ‘NHS website and how to update your profile’ webpage.

Updating future bank holiday hours

Updating bank holiday DoS hours (if no requirement for all pharmacies to open)

PSNC and NHS England and NHS Improvement (NHSE&I) may make announcements ahead of future bank holidays if the arrangements are different to usual.

Even if there is no blanket requirement for all community pharmacies to open on a bank holiday, NHSE&I can use its usual powers to require some pharmacies to open to ensure adequate provision, if appropriate.

If you previously updated DoS (e.g. via DoS Profile Updater) to reflect your opening hours for a bank holiday, these hours will have remained in place. DoS Profile Updater can be used to update future bank holiday hours, but changes should usually be updated there at least five working days ahead. The hours listed within DoS and which you open should align with your contractual hours.

If you experience a last-minute change, for example, due to staff illness, meaning you cannot open, please review the ‘Temporary closures and updating DoS’ section above.

Contractors should also ensure that the pharmacy NHS website entry is correct for each bank holiday – this requires separate updating.

Updating bank holiday hours (8th May 2020)

This section relates to a past bank holiday.

PSNC has received queries from pharmacy teams about the process should bank holiday opening hours need to be updated in the DoS.

PSNC reported that NHS England and NHS Improvement (NHSE&I) announced on 1st May 2020 it requires all community pharmacies in England to open from 2pm to 5pm on Friday 8th May 2020 (May 2020 bank holiday).

Will I need to update my 8th May 2020 bank holiday opening hours on DoS?

Contractors must update DoS themselves, unless they have confirmation that the NHSE&I Regional Team is doing this for their region. LPCs may be able to clarify the position for contractors.

There will be no national block update of contractors’ hours on DoS for the bank holiday opening on Friday 8th May 2020, because the flexibility provided by NHSE&I means it is more appropriate for contractors to update entries.

If you have agreed opening hours with your NHSE&I team previously* or recently, your contract manager (local DoS lead) should update DoS at the end of Wednesday 6th May 2020.

Contractors need to update their DoS entries to ‘open’ if there won’t be any local automatic adjustment of pharmacies and the pharmacy was previously set to be ‘closed’ on this date within DoS (e.g. during previous Pharmacy Quality Scheme work to update DoS). Other organisations may rely on DoS information to assist them making referrals to pharmacies marked ‘open’.

Contractors won’t need to adjust DoS if they have previously set their DoS profile to ‘closed’ during past Pharmacy Quality Scheme work updating DoS, and their NHSE&I Regional Team will also allow them to close on the bank holiday.

It is also important for contractors to update their DoS entry so that NHS 111 does not send a patient to a closed pharmacy, for example, as part of the Community Pharmacy Consultation Service (CPCS).

Contractors can use the DoS Profile Updater to make the necessary change by the end of Wednesday 6th May 2020 (midnight). DoS Profile Updater needs to be used two working days ahead for the change to be implemented by local DoS leads. If you experience a last minute change, for example,  due to staff illness, meaning you cannot open, you will need to use the DoS emergency change number instead: 0300 0200 363 (as well as notifying NHSE&I).

*NHSE&I’s Primary Care Bulletin referenced the method of notifying the NHSE&I regional office (i.e. the local DoS lead) in the usual way and updating DoS via that route.

Are there other options in an emergency to update DoS about 8th May bank holiday opening hours?

As mentioned, if you have unexpected later changes to opening hours, you need to be made onto DoS to ensure DoS accuracy, then use the DoS emergency change number on 0300 0200 363.

The methods above are the recommended routes for those few that need to make last-minute adjustments to DoS 2020 opening hours. We cannot yet recommend the method below, given the short timescales, however, PSNC is aware some contractors have recently used other methods to update DoS bank holiday opening hours.

  • Some pharmacy teams may have been given login details and direct access to the directoryofservices.nhs.uk tool. NHSE&I may be rolling this out to some pharmacies as an extra way to update DoS information such as opening hours and capacity status. Some pharmacies have gained access after their local DoS leads or local partners have issued login credentials and information. This online tool is an alternative to the DoS Profile Updater tool. PSNC continues to have ongoing discussions with NHSE&I about the challenges with a wide and speedy roll-out of a new tool to community pharmacies during the ongoing COVID-19 pandemic.

NHS Pathways tool

The NHS Pathways tool is not publicly available.

Commissioners are provided with information about the demand and supply of healthcare skills and services in their area via the combined use of the NHS Pathways tool and the Directory of Services. Whilst NHS Pathways provides the clinical assessment, the Directory of Services holds a comprehensive list of primary care services available that can be used to refer patients into.

NHS Service Finder beta tool

NHS Service Finder beta tool (within pilot) is a free online search tool that:

  • Allows pharmacy team members and other healthcare professionals to search for service information quickly, allowing a patient to be signposted to the most appropriate service for their needs.
  • Provides access to information from the Urgent and Emergency Care Directory of Services and nhs.uk. This includes non-public telephone numbers (where available) and information about who is eligible for the service and how to refer a patient.
  • Includes maps and directions to the services, plus the ability to email service information directly to your patient.

Read about NHS Service Finder within the FAQs section further below.

DoS FAQs

Q. I am updating my DoS profile and have come across these service terms, what is Pharm+, CPCS, CPCS+, CPCS++?

The Community Pharmacy Consultation Service (CPCS) is known by the following service names on the NHS 111 Directory of Services (DoS) to reflect the two stands of the service (urgent medicine supply and minor illness):

“Pharm+”, “CPCS”, “CPCS+” and “CPCS++”

Pharm+ Standard pharmacy service provision plus urgent medicine supply
CPCS Minor illness provision with 24-hour or longer referral time-frame
CPCS+ Minor illness provision with 12-hour referral time-frame
CPCS++ Minor illness provision with 6-hour referral time-frame

The clinical information contained on these different DoS service entries is based on the minor conditions identified for referral to a community pharmacist (referred to in Annex D of the Service Specification). Read more at CPCS.

Q. Is updating DOS still linked with the Quality Scheme?

As of May 2020, the Pharmacy Quality Scheme was not active. Archived info is here.

 

NHS Service Finder FAQs

About NHS Service Finder and how to use it

Q. What is NHS Service Finder ?

NHS Service Finder is a free online search tool that:

  • Allows pharmacy team members and other healthcare professionals to search for service information quickly, allowing a patient to be signposted to the most appropriate service for their needs.
  • Provides access to information from the Urgent and Emergency Care Directory of Services and nhs.uk. This includes non-public telephone numbers (where available) and information about who is eligible for the service and how to refer a patient.
  • Includes maps and directions to the services, plus the ability to email service information directly to your patient.

You can access NHS Service Finder from any device with an internet connection.

NB: Please use an up to date browser e.g. Internet Explorer 11/iOS 10 or above.

NHS Service Finder team have prepared help and guidance section which includes links to videos which explain more such as:

Q. How do I search for other health and care organisations?

See NHS Service Finder’s guidance:

Q. How do I find non-public phone numbers for other health and care organisations listed on NHS Service Finder?

Use one of the search options to look-up the organisation (see question above). If you know which organisation, it is best to use the ‘Check details of a specific service’ option.  Non-public telephone numbers will be displayed (where available).

Q. Are all NHS health and care organisations listed?

The majority of NHS health and care organisations are listed and this is rising rapidly. Regional DoS leads have been asked to ensure that all relevant local organisations are listed on NHS Service Finder as quickly as possible.  Please view the quick guide to searching for services help pages above to ensure the right search results. If you can’t find what you’re what you’re looking or something is wrong  please use the feedback option (see question below).

Q. How do I provide feedback about NHS Service Finder?

Feedback is absolutely crucial to ensure NHS Service Finder is continually improved to meet your needs, and that the information that it displays is more relevant, more useful and more accurate. Your local expertise and knowledge is extremely valuable to the project team.

See NHS Service Finder’s guidance:

For more about information shown on NHS Service Finder – more questions below.

Q. How Is NHS Service Finder information sourced regarding pharmacy services?

NHS Service Finder pharmacy information is sourced from the urgent and emergency care Directory of Services controlled and maintained by local DoS team as per the table below.

Information displayed by NHS Service Finder Source of information Pharmacy contractors can update this via DoS Profile Updater (if it is open)?
Pharmacy name Directory of Services controlled and maintained by local DoS team. Yes
Address excluding postcode As above Yes
Postcode As above Yes
Public phone number As above Yes
Website As above Yes
Opening hours (which should align with contractual hours) As above Yes
Email address The email address displayed within NHS Service Finder pharmacy profiles is controlled by the local DoS leads. No. At present the email cannot be updated via DoS Profile Updater. See FAQ directly below.

If you have any questions about the “Important information (Non Public)” section of NHS Service Finder please contact your local DoS team / lead or provide feedback via NHS Service Finder as per other questions in this FAQs section.

Local DoS leads have been updating pharmacy profiles so more of them use the NHSmail shared mailbox.  For consistency each pharmacy profile should have its shared NHSmail address being shown. This also helps with continuity because multiple members can link into the shared mailbox if there an unexpected sick leave. If your pharmacy is new and still needs to set-up shared NHSmail read about the set-up processor psnc.org.uk/nhsmail. Read more about updating email address if your NHSmail shared email address is not yet showing within the question below.

Technical queries and escalation (about updating information displayed by NHS Service Finder)

Q. How Is NHS Service Finder pharmacy email address sourced? How can I update the email address?

The email address displayed by NHS Service Finder is controlled by local DoS leads (as per the table above). If an email address displayed by NHS Service Finder needs updating then you may contact the local DoS lead / team directly or alternatively can use NHS Service Finder feedback ‘information is wrong’ option (so that NHS Service Finder team within two working days can pass the update to the local DoS lead/team who have also been asked to process changes). Please allow six working days before chasing your local DoS lead/team. LPCs may be able to advise you about your local DoS contact details.

Note: You cannot currently use DoS Profile Updater to update the email address.

Q. I have noticed some information within my NHS Service Finder pharmacy profile which I’d like to update?

For updating general pharmacy information (other than email address which is dealt with above), Pharmacy teams should use the Directory of Services (DoS) Profile Updater if it is open or contact their local DoS lead / team. Updates to DoS Profile Updater should be processed by local DoS leads.

You can also use NHS Service Finder to provide feedback about information which needs updating.

You may alternatively use NHS Service Finder feedback ‘information is wrong’ option. NHS Service Finder team aims to contact the DoS lead / team within two working days who will then deal with the query. Please allow six working days before chasing your local DoS lead/team. LPCs may be able to advise about the contact details of DoD leads/teams.

See also NHS Service Finder team’s help and guidance section which includes links to videos which explain more such as:

Additionally: if you have any questions about the “Important information (Non Public)” area of NHS Service Finder please either: contact your local DoS team / lead or provide feedback via NHS Service Finder.

 

Further info

See tools / info:

If you have queries on this webpage or you require more information please contact it@psnc.org.uk. To share and hear views about digital developments with like-minded pharmacy team members, join the CP Digital email group today.

 

 

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