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Creating a new NHS England: Health Education England, NHS Digital and NHS England have merged. More about the merger.

About Q-Flow and the National Booking Service

An overview of the National Booking Service, how it works and its users, including details of user groups and their permissions in Q-Flow.

About the National Booking Service

The National Booking Service (NBS) is a national service that supports members of the public to book and attend appointments across England.

NBS is made up of 6 products:

  • Book a coronavirus vaccination – for the public to book and manage coronavirus (COVID-19) appointments
  • Book a flu vaccination – for the public to book and manage a free NHS flu vaccination appointment at a pharmacy
  • Q-Flow admin console – for staff at vaccination sites to oversee their site(s), and create and manage appointments
  • Check a vaccination appointment service (Check-In app) – for vaccination site staff to view details of a patient’s appointment and check them into appointments 
  • 119 training tool - for 119 agents to familiarise themselves with the various booking journeys so they can support the public
  • NHS App users can also book or manage a coronavirus (COVID-19) vaccination appointments.

How the National Booking Service works

  1. Site managers at vaccination sites create appointment availability in the Q-Flow admin console.
  2. Members of the public who are eligible for a vaccination receive an invitation from the national call and recall service.
  3. Members of the public visit, or call 119 to book their vaccination.
  4. If the user has consented to be contacted, they will receive email and/or SMS notifications containing details of the appointments, including booking references.
  5. When the member of the public arrives at the vaccination site for their appointment, they give their booking reference to the arrival steward. The steward uses the Check a vaccination appointment service (Check-In app), if utilised by the site, to verify the appointment details. 
  6. At the pre-vaccination clinical assessment, the assessment clinician may use the Check a vaccination appointment service (Check-In app) to bring up the patient's NHS number to find them more easily in the Point of Care system.

Last edited: 16 November 2023 1:51 pm