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User Guidance

How do I create a Compassionate Use request?
To create a request, you will select the Create Request command on the menu bar or the Create Request button the on the site home page. This option will only be available to users who are logged in to the application. Note: You must SUBMIT the request form, not just save it, to send the information to ViiV.
How do I create an Account to Log In?
You will select the Create Profile command on the menu bar. This will provide a screen which will prompt for the information necessary to create an account and walk you through the steps. The steps will include a “verification” where an email will be sent to you to verify that the account email address, used as your id, was entered correctly.
What are the requirements for a valid password in this system?
When creating a password within this portal, the following requirements must be met for the password to be valid:
  • The password should be at least 8 characters
  • The password must include at least 1 UPPER case letter (A-Z)
  • The password must include at least 1 lower case letter (a-z)
  • The password must include at least 1 numeric character (0-9)
  • The password must include at least 1 symbol character (e.g. &, #, @)
How do I reset my password?
To reset your password, you will need to use the “Forgot Password” function found on the sign on page.
Why does it take me to my profile each time I create a request?
It is very important that we have a complete and accurate profile on all treating physicians that are requesting compassionate use medications for their patients. The system is designed to return you to your profile to assure that the information is complete and to encourage you to verify that your contact and medical license information are up to date.
Can I expedite my request if the situation is an emergency?
There is no specific “expedite” feature in the application. However, you will have the opportunity to enter this additional information on your request form.
How long will it take for someone from ViiV to contact me?
You will receive a notification that ViiV has received your request within 24 hours after you submit. Please make sure you check your “spam” folder. The email will be sent from a “no-reply@idea-point.com” email address. The ViiV Contact assigned to this request will be in contact within 5 business days. If the request, in the additional information section, indicates an emergency then the ViiV contact will try to be in contact more quickly.
What is the overall process for a Compassionate Use request?
The process starts when the request is submitted by the treating physician. Once ViiV receives the request they will contact the treating physician to confirm information about the current situation and gather any required additional information. Once ViiV has contacted the treating physician and ensured that necessary information is available they will normally make a decision on the request within a week.
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