Email notifications

PKB sends out email notifications to your main email address. See Updating your Profile for details on changing your email address. The email notifications are designed to inform you about a change in your record, such as a new test result, but without including clinical information. Each message has a link to log into the page in PKB to see the relevant information securely. 

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• Someone, such as a professional, sends you a message. A reminder email is also sent the next day if you haven't opened the message. 

• A new letter or document is added to your record e.g. discharge summaries or clinic letters.  

  • If you haven't opened the message containing your letter or document, a reminder email is sent at 6 am the next day.  Only one reminder is sent. 

• There are changes to the information in your record e.g. we receive new test results for you 

• Changes in sharing e.g. if there is a change to who has access to information in your record.

• Coming soon: Appointment reminders will be sent by default. Reminders will only be disabled if the organisation that created the appointment has specifically requested that they are not sent.

If you have been invited but have not registered yet, you will be notified about appointments, messages, consultations, plans, and changes to sharing.

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Emails are sent from no-reply-uk@patientsknowbest.com.

Coming soon: Appointment reminder email notifications

• Appointment reminder emails are schedule to go live late June/early July 2026.

• Appointment reminders will be sent by default. Reminders will only be disabled if the organisation that created the appointment has specifically requested that they are not sent.

• An email reminder will be sent to patients and their carers 7 days and 2 days before their scheduled appointment.

• The link in the email will take the patient or carer to the appointment details in the patient's record

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Future enhancements:

PKB can already send Notifications & Messages (N&M) in the NHS App for appointment activity, which includes sending an NHS App message and an associated native Apple or Android push notification. 

Later in 2026 we plan to expand our existing Notifications & Messages (N&M) in the NHS App for appointment activity, to include sending appointment reminders via Notifications & Messages in the NHS App

User Journey

• Patients will receive an appointment reminder message in the NHS App message inbox alongside an associated push notification. 

• Clicking on the push notification will take the patient through the authentication process to open the NHS app and then go straight to the message in the NHS App Messaging inbox. 

• The message will contain a summary of the appointment reminder and a link to view the appointment. 

• Clicking on the link will take the user to the PKB ‘View appointment’ page inside the NHS app.

Email notification fallback

1. If the message sent to the NHS App is read within 4 hours of sending, PKB will NOT send an email notification

2. PKB will send an email if:

   1. We receive a ‘rejected’ or ‘un-notified’ status 

   2. We don’t receive a ‘notified’ status within 1 hour

   3. If the NHS App message has not been opened within 4 hours

SMS notifications

Organisations might ask PKB to send SMS notifications.

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