The resources in this document have been created to help support our customers in communicating with PKB users in the management of any population health emergency.

Message For Your PKB Landing Page

Website content for Patients and Carers

The information below is intended to be added as a header or banner text to your PKB landing page (as per the sample content here).

We are using this service to communicate and share information with our patients during this outbreak. Please note, this is NOT for emergency use, and any information entered may not be viewed by professionals.

If you have a persistent cough or fever and think your symptoms, DO NOT go to your GP or A&E. Instead, please follow the NHS advice here. If your symptoms are a cause for concern, we urge you to call your GP or the emergency services on 111.

PKB Pre-Registration SMS Information

Some invitation methods, like SMS, offer limited space for detailed information compared to letters. However, SMS invitations are faster, more cost-effective, and environmentally friendly. To maximise their effectiveness and avoid confusion, it's best to pre-warn your audience via your website, social media, or email channels before sending the SMS.

PKB Pre-Registration Information

This pre-registration email can be sent to all patients prior to them receiving their PKB invitation. This helps educate and inform patients about the key features and explains which healthcare provider will invite them to use this new service.

The following message has been sent on behalf of [Name of Trust]

Dear Patient,

[Name of Trust] is introducing a new Patient Portal service that gives you secure access to your medical information from any smartphone, tablet or computer.

The service is provided in partnership with Patients Know Best (PKB). In the next few days, you will receive an email invitation from PKB with details about how you can register.

This service has been gradually rolled out across our hospitals, however, in light of the Coronavirus outbreak, we believe it’s important to make this available for all our patients so that you, and those caring for you, have access to accurate information about your health and care needs wherever you are.

Protecting our patients and healthcare services

Digital services help us to provide an alternative method of communication and support for our patients i.e., by using secure messaging, video consultations and online care planning. It may become necessary to offer these options as alternatives to face-to-face appointments, to help combat the spread of the virus, and to protect our patients and staff. As such, we would encourage you to register for this service if you have internet access.

The Patient Portal will allow you to:

View all your hospital letters and appointments online
[amend accordingly] see your test results, details of any allergies and current or previous medications
Quickly share your entire record with anyone caring for you such as family members, carers and health professionals. This can be important in emergencies.
Communicate with us online using secure messaging.

Further information can be found on our website at [link]. You can also find answers to some Common Questions below, or learn more about the features of the PKB Patient Portal at www.patientsknowbest.com.

Yours sincerely

[Insert name]

Executive Medical Director

[Name of Trust]

Common Questions

Is my information secure?

Yes. The Patient Portal meets NHS requirements for health record systems and is fully compliant with the General Data Protection Regulation (GDPR). Only the minimum level of data necessary to verify you has been uploaded. All personal and health information stored is encrypted. Patients Know Best (PKB) is the software provider selected by [Name of Trust] to provide this service.

Do I need internet access to use the portal?

Yes. This online service requires regular internet access for you or a carer to receive correspondence via the portal and use its additional features.

What correspondence is available in the portal?

Once registered, [amend accordingly] hospital letters, appointment information and any future correspondence from the Trust will start to be available within the portal. Please note, you may still receive some written correspondence in post until all departments in the hospital are live with the system.

What happens if I don't want to use the portal?

The portal is an optional service and requires you to ‘opt-in’. It provides choice to patients who wish to interact with the hospital in a digital format; it will not affect the care that you receive from the Trust. If you do not wish to use the portal, you can ignore the invitation and you will continue to receive your hospital correspondence in the usual way.

Why is the portal empty?

Once registered, your information will start to become available. In the meantime, you can add your own information, for example, by tracking your symptoms, recording any medication you take, connecting wearable devices (e.g. Fitbits or glucometers) or keeping a diary.

Can I ask a carer or family member to register on my behalf?

Yes. Family members and carers can, with your consent, register on your behalf. However, they should not use their own email account to do this. If you want a family member or carer to have access to your record, you can add them in the ‘Sharing’ section. This will allow them to set up their own portal account and give you control about the level of access they have to your record.

Why have I been invited to register with my shared email address?

[Review/ remove according to customer process] The portal is set up using the email address originally supplied by you to your GP. If you register using this shared email, you can still change this to a personal one if preferred. Find out how to change your email address once registered by clicking here.

If I experience any technical problems, who can I contact?

Please email the PKB Support team at help@patientsknowbest.com.

Where can I find out more?

Please visit the Trust website [link to PKB info page] or speak to a member of staff during your next outpatient appointment. You can also learn more about PKB’s features at www.patientsknowbest.com.

Keeping Patients Updated Through PKB

When urgent or ongoing updates are needed, PKB offers a simple way to communicate with all your patients — keeping them informed, reassured, and reducing unnecessary hospital visits.

You can:

Send mass email updates to your patients via the PKB Success Team
Publish updates in your PKB Team’s Welcome Message and Library, which are visible when patients log in
Send an Advance Questionnaire

This keeps communication centralised, fast, and aligned with your digital-first approach to care.