Why

Getting patient feedback on PKB is an essential process for teams and organisations using PKB, checking the efficiency and useability and the opportunities to get feedback to make changes and improvements to their service.

Organisations want to gather feedback from patients using PKB at a organisation and team levels. There may be more features or data that would be useful or ways in which patients are using PKB that the team and organisation hadn't thought of, making them aware of the key features and data patients value most. This can support feature business cases or be used for case studies or awards the organisation is working on.

How

Teams and organisations can create a patient feedback questionnaire at any time to evaluate the use of PKB as the digital solution in the pathway.

Feedback surveys can be done through Microsoft Forms or Survey Monkey and added to the trust welcome message or added to the PKB library. It is important that feedback is done outside PKB as the answers need to be anonymous.

How to send feedback forms

Patients can join PKB's user research groups and attend our PUG events, and there is also Patient Advisory Group within some of the organisations using PKB as their Personal Health Record solution. However, teams and organisations still want to get feedback on everyone using PKB.

What

Surveys or questionnaires can be added in PKB as a link that will redirect patients outside of PKB. The answers from the form or questionnaire will be saved into their chosen system. It's important that patient feedback surveys are not done inside the patient's PKB record and that the answers are anonymous.

Example patient feedback form

Example, patient feedback questions

Patient Satisfaction Questionnaire for Patients Know Best (PKB)

Thank you for being a registered user of Patients Know Best (PKB). Your feedback is invaluable to us as we strive to continually improve our services. Please take a moment to complete this questionnaire to help us understand your satisfaction levels and preferences regarding PKB.

Demographic Information:

  1. Age (single select):

  • Under 18

  • 18-25

  • 26-35

  • 36-45

  • 46-55

  • 56-65

  • 65+

  1. Gender (single select):

  • Man

  • Woman

  • Other

  • Prefer not to say

  1. Ethnicity (single select):

  • White - British

  • White - Irish

  • White - Any other White background

  • Mixed - White and Black Caribbean

  • Mixed - White and Black African

  • Mixed - White and Asian

  • Mixed - Any other mixed background

  • Asian or Asian British - Indian

  • Asian or Asian British - Pakistani

  • Asian or Asian British - Bangladeshi

  • Asian or Asian British - Any other Asian background

  • Black or Black British - Caribbean

  • Black or Black British - African

  • Black or Black British - Any other Black background

  • Other Ethnic Groups - Chinese

  • Other Ethnic Groups - Any other ethnic group

  • Not stated

  • Not known

(3b) Is English your first language?

Yes 

No 

  1. How would you rate your IT proficiency (single select)?

  • Beginner

  • Intermediate

  • Advanced

  1. How helpful is it to access your health information on PKB?

    • Very helpful

    • Somewhat helpful

    • Neither helpful nor unhelpful

    • Somewhat unhelpful

    • Very unhelpful

  2. Overall, how satisfied are you with your experience using PKB?

    • Very satisfied

    • Somewhat satisfied

    • Neither satisfied nor dissatisfied

    • Somewhat dissatisfied

    • Very dissatisfied

  3. How likely are you to recommend PKB to a friend or family member (single select)?

  • Very likely

  • Likely

  • Neutral

  • Unlikely

  • Very unlikely

  1. Which features do you use on PKB (multi select):

  • Blood tests

  • Radiology reports

  • Outpatient appointments

  • Radiology appointments

  • Letters

  • Adding my own data

  • Measurements

  • Other

  1. How did you hear about PKB (Single select):

  • Letter from hospital

  • Word of mouth

  • Hospital Poster

  • Digital TV Screen within the Hospital

  • From my GP

  • From my Consultant

  • Text message

  • Hospital kiosks

  • Local newspapers

  • Other

  1. How often do you use PKB (single select):

  • Daily

  • Weekly

  • Monthly

  • Seasonal

  • Yearly

  • Never

  1. Which of the following do you think would be most useful in PKB (multi select):

  • Messaging my clinical team

  • Link to my video appointment

  • Library with all relevant information

  • Individual or condition care plans

  • Digital questionnaires throughout my treatment 

  • Ability to reschedule/ cancel my appointment.

  • Other

Further information