Frequently asked questions (FAQs) - hand hygiene and infection prevention and control online modules

The learning modules are labelled according to health profession categories. It is recommended that healthcare workers complete them as follows:

• Nursing module - nurses to complete
• Medical module - doctors to complete
• Allied Health module - allied health professional to complete (for example, occupational therapist, physiotherapist)
• Dental module - anyone working within a dental/oral health setting
• Non-clinical module - healthcare support staff to complete (for example, staff who work in the same areas as patients: orderlies, volunteers, ward clerks, cleaning and food services)
• Renal module - staff working within a dialysis setting
• Royal Australasian College of Surgeons module - surgical trainees and surgeons to complete
• Standard theory module - anyone who does not fit the above categories; for example ambulance staff, health staff who have no contact with patients
• Student module - all students to complete
• Annual auditor validation module - only trained hand hygiene auditors who have attended additional auditor training are to complete this annually
• Auditor pre-workshop module - people registered to attend a face to face hand hygiene auditor workshop

Click on the incorrect module on your task list, then press the 'cancel enrolment' button. This will remove the module from your task list. Then you need to follow the steps to enrol in a learning module as above.

Pressing the 'Start module' button triggers a new window to open containing the learning module content. If your internet browser is set to 'block pop-ups', then this could be the reason why you are unable to open the module. Check and reset your internet browser security options to allow pop-ups from the NHHI learning site, and the module should open.

The old Infection Control Orientation modules (direct, indirect and minimal contact) have been superceded by a new Basics of Infection Prevention and Control Orientation Module. This module is suitable for staff working in both clinical and non-clinical settings.

You do not need to complete the entire module in one sitting. The modules will save each section/part that you complete. You do need to complete the quiz, or the assessment, to save your progress for that section/part and before you can commence the next section. Once you have completed a section/part, you can do the next section/part of the module immediately, or at a later time.

You will be issued a completion certificate each time you complete an online learning module in the NHHI Learning Management System (LMS).

When you complete a module, a pop-up message will automatically appear giving you the opportunity to view or send the completed certificate to your registered email address.

Your certificate(s) are also accessible at any time within your NHHI LMS profile.

To retrieve a completion certificate from your profile in the NHHI LMS, please follow the steps below:

1. Log in to your profile at https://nhhi.southrock.com
2. In the Shortcuts menu on the right hand side of your home screen, select the option 'My Certificates'
3. A new screen will open and your current certificates will be visible
4. To open and view a certificate, click on the orange square with the white 'eye' icon under the 'Action' column

The certificate will open in a new window, you can save or print the certificate from here.

As a region administrator, you have access to the training records for all staff linked to organisations within your region group in the NHHI Learning Management System (LMS). You can access a staff member’s completion certificates following these steps:

1. Log into the NHHI LMS at  (https://nhhi.southrock.com/) 
2. Open the ‘Organisation’ menu item in the left hand side menu
3. Select ‘Learners’
4. Enter the staff member’s full name, login ID or email address in the keyword search field
5. Click the ‘Find Learner’ button. Thestaff member’s name will appear in the list below if registered within your region.
6. Select the staff member’ss name form the name column
7. In the new left hand side menu that appears, select ‘Achievements’
8. Four icons will appear on screen. Select the ‘Certificates’ icon
9. A list of current certificates will appear on screen. Select the certificate you are looking for by clicking on the ‘eye’ icon in the ‘Action’ column to view the certificate

The certificate will open in a new window. You can download and save or print this certificate.

As organisation administrator, you have access to the training records for all staff linked to your organisation(s) in the NHHI Learning Management System (LMS). You can access learner completion certificates following these steps:

1. Log into the NHHI LMS at (https://nhhi.southrock.com/) 
2. Select the ‘Organisation’ circular icon from the icons that appear on the right hand side of the home screen
3. The ‘Organisation Details’ screen will open. If you have access to more than one organisation, please select the relevant organisation from the ‘Select Organisation’ drop-down menu
4. Select the ‘Staff’ tab to view the list of all of the staff attached to that organisation
5. Locate the relevant staff member’s details in the list and in the ‘Go to’ column for the learner choose ‘Achievements’ from the drop down options that appear
6. Four icons will appear on screen. Select the ‘Certificates’ icon
7. A list of  current certificates will appear on screen. Select the certificate you are looking for by clicking the orange square with the white ‘eye’ icon under the ‘Action’ column to view the certificate

The certificate will open in a new window. You can download and save or print this certificate.

It is recommended that you complete the general learning modules annually, and have annual reminders built into the learning system to ensure you stay current. However, please note that your local requirements for your organisation may differ. Please refer to your directives for your organisation from your jurisdiction or governing body.

Auditor certificates are only valid for one year.

The NHHI learning modules do not have an allocated number of CPD points. Self-directed learning earns 1 CPD point per hour of study, therefore each learner should keep a record of the length of time taken to complete the module for their own records.

The Australian Commission on Safety and Quality in Health Care is not a Registered Training Organisation. The online modules that we provide through our Learning Management System are free to access upon registration but are not accredited. Please contact your professional association or professional registration board for further information if you wish to use these modules as part of your continuing professional development and require accreditation of this learning.

The certificate name is generated from what is entered into the profile on registration, or the subsequently updated user profile.

If your certificate has someone else's name then you have logged into that person's profile instead of creating your own profile. Please log out and create your own profile from the login page for the LMS.

If your certificate has your name spelled incorrectly, this is because you entered your name incorrectly on registration. Please contact the Commission to provide the name you registered with, and the correct spelling and this can be rectified and your certificate reissued. You can correct your name yourself in your profile, however for any certificates already completed, the name will not change automatically. All future certificates will appear with the correct name.

The NHHI learning modules are freely accessible to all users, without any requirement to be registered in the NHHI learning system. When an organisation registers, its name will appear in the drop down box for new individual users, which means it can run reports on staff completion of the modules.

If your organisation wishes to be able to run completion reports, please provide the information below as part of completing the Contact us form and your organisation will be included in the learning system:

• Name of organisation:
• Address:
• Name and email of person requiring reporting access: (more than 1 person can be nominated)

Please ensure you use your workplace email to provide the information to the Commission, including your position details to demonstrate why you need access to your organisation’s reports.

Please ensure that the person requiring reporting access has already registered in the system as a learner.

Each staff member is still required to complete the individual registration process to create their own profile the first time they attempt to use the system. Each staff member only requires one login. Multiple logins will be removed from the system.

For all other enquiries please complete the Contact us from for submission to the Commission’s NHHI Help Desk.

There are several reasons your learner profile may have been suspended. The most common reason is that your learner profile has been inactive for a long period of time. If your learner profile has been suspended, all your learning history is stored in the LMS. Your learning history is not deleted and can be retrieved at any time. Please do not create a new learner profile. This document will provide you with information regarding what you need to do to reactivate your learner profile in the NHHI LMS.

There are several reasons you may be having trouble logging into the NHHI Learning system.

Are you using the correct URL - nhhi.southrock.com?

The NHHI Learning System is used by healthcare workers all across Australia, and has been set up so that learners are able to complete modules and keep a record of their achievements on an ongoing basis. The system also takes into account that some learners may not have an email address or may not have an organisation in which they currently are employed.

If you are having trouble logging in, there are several ways you may be able to resolve this for yourself. Please read through each of the sections below to identify what may be causing you difficulties.

No. If you believe you already have a learning account, please contact the NHHI Help Desk at handhygiene@safetyandquality.gov.au for assistance with locating your account details.

In March 2016 a new learning management system was introduced for the NHHI. If you completed a package before this time, you will need to register again.

If you are not registered, please close this page and press the 'REGISTER NOW' button on the login page.

Please remember to provide as much information as possible on registration (including your place of employment/study and your employee/ student number) and please keep a record of the email address you used to register with, as this is the only way the Commission can contact you through the system.

Talk to someone on the NHHI Help Desk so they can check your details.

Go to the Contact Us page and complete the form for submission to the Help Desk. Your enquiry will be attended to within 5 business days. Please do not send multiple enquiries within this timeframe.

You may phone the Help Desk on  02 9126 3511 from 10am-2pm (AEDT) business days.  

The NHHI system requires both the first name and surname fields to be filled in on registration. If you do not have a surname please enter a middle name, OR an x in the surname field. Please note that the text you enter in the surname field will be visible on your certificate.

Please ensure you are not cutting and pasting your email into the two boxes. You must type into both boxes. Please also ensure you have not entered a space before or after your email address in either box. Once you have checked this, please email for assistance if you continue to receive the error.

Q: What is my Login ID?

A: If you supplied an email address on your initial registration, then your Login ID is the email address that you entered when you registered.

If you didn't supply an email on registration your Login ID is likely to follow the following conventions:

• firstname.lastname eg. john.smith OR
• firstname_lastname eg. john_smith

Your Login ID is not your hospital login/employee number or anything you use in a local computer system.

Login details would have been emailed to you upon registration, if you supplied a valid email address. The email will be from notifications@southrock.com. Please check your junk/spam folder for your login details as emails generated by the NHHI system are sometimes redirected there. If you can't find your login details, use the 'FORGOTTEN LOGIN ID OR PASSWORD' button on the login page.

Q: What is my password?

You were asked to nominate your password when you registered with the system. If you've forgotten your password, please close this information page and press the 'FORGOTTEN LOGIN ID OR PASSWORD' button on the login page.

Please copy and paste the link received into the address bar of your internet browser. Once you have pasted the link, please press return/enter to go to the password reset page. Enter your new password two times, then go to the login page and login.

PLEASE NOTE: This is the most common issue people have with trying to log in. If you don't receive an email from the system, please check your junk/spam folder. If it is not there it is likely you did not provide an email address when you registered OR the email address you provided is now out of date OR incorrect.

The forgotten password email should arrive in your inbox within half an hour after using the forgotten password function. If you do not receive it after this time please do the following:

• A. Check your junk and spam folders for the forgotten password email - if found, mark the email as "NOT JUNK", then follow the prompts to login or change your password.
• B. Try using the forgotten password again, but this time with an alternate email that you may have used when registering. For example, you may have entered your work email for the 'forgotten password' however when you registered you may have used a personal email address or vice versa.
• C. If you have tried all of the above steps that are relevant to you, it is likely that you may have missed entering an email into your profile, or you entered your email address incorrectly. In this case you need to complete the Contact us form. Please include as much information as you can, otherwise we may not be able to help you.

Please complete the Contact us form.

The Commission will arrange for a manual update of your profile with the new details and send your login details to you.