This guide is for anyone that would like to know a bit more about how the Portal works for both staff and patients.

1. Patients attend A&E or a local minor injuries unit after an injury and are diagnosed with a simple fracture or soft tissue injury. The A&E staff use the orthopaedic guidelines to determine appropriate acute management.

2. The patient is referred to the VFC using an online form




3. The patient receives an invitation via e-mail to the VFC website to review the general information about the service and acute injurt management advice.

4. VFC staff recieve the referral into their Content Management System (CRM)

5. The Orthopaedic consultant and physiotherapist review all cases from the last 24 hours, make a diagnosis and choose the appropriate rehabilitation plan.

6. The physiotherapist calls all of the patients to inform them of their diagnosis, explain their rehabilitation plan and answer any questions. They confirm the patients e-mail address (or postal address if they're not online) which automatically triggers and email invitation to their individual portal.


7. Once the patient has been linked to the correct rehabilitation pathway by the physiotherapist, a series of automatic events are triggered to send PROMS, patient satisfaction questionnaires and timely prompts for their exercises over the next 3 months.




8. Patients can login to their Portal to review their care plan, exercises and complete the initial baseline functional score.
9. At the end of each day a report is sent to the booking team to code our activity and to make any follow up appointments required.



  • Patient interaction with different resources and completion of tasks can be monitored by physiotherapists on the CRM system. When we have a baseline of all injury outcomes we will be able to trigger alerts if a patient's scores are falling outside expected norms. We can follow up these patients to offer further advice and onward referral if necessary.
  • The CRM can produce a number of reports automatically including: number of referrals, types of injuries, number of follow ups required in each clinic and accuracy of A&E diagnosis to name just a few.

In summary: The Microsoft Dynamics CRM system allows complete management of the VFC in a safe and effective way and as it grows it will be a powerful tool for the ongoing analysis of best practice rehabilitation.