1 What
2 Why
- 2.1 Benefits of SMS PKB Registration
- 2.2 SMS Messages Can Be Sent
3 When to Send SMS
4 How
5 Recommendations
- 5.1 Example SMS Templates
6 Supporting Communications

What

You can invite patients to register for Patients Know Best (PKB) by sending an SMS directly to their mobile phones. If patients have smartphones, they can quickly register with one tap or be directed to the organisation's PKB webpage to register via NHS Login.
This method is highly scalable, allowing you to register large groups of patients at once or target individuals as needed.

Why

Most healthcare organisations maintain extensive, regularly updated databases of patient mobile numbers. SMS messaging provides a direct, convenient channel to engage patients and encourage their involvement in their care journey.

Benefits of SMS PKB Registration

Increased patient engagement through easy digital access to appointments, clinical letters, and results.
Reduced costs of paper and postage.
Higher completion rates for digital clinical questionnaires.
Lower rates of DNA's (Did Not Attend appointments).

SMS Messages Can Be Sent

To all patients at once (e.g., at initial organisation go-live or as part of business-as-usual).
To specific cohorts (e.g., by specialty or care pathway).
At key points in a patient’s care journey (e.g., appointment bookings, test results, referrals).

When to Send SMS

Mass Campaigns

At organisation go-live, encourage all patients who have had contact within the last X years but do not have an email address to register via SMS.
Ongoing campaigns targeting unregistered patients.

Targeted Campaigns

When clinical teams go live, send SMS to unregistered patients in those teams.
Before a patient’s appointment or activity, prompt them to register to access their information.

General Activity Notifications

New appointment bookings.
New clinical correspondence (e.g., referral or discharge letters).
New test results (lab, imaging).
Digital questionnaires (e.g., Waiting List Validation, Pre-Op assessments).

How

There are three main options available for sending SMS messages:

SMS Token

Generate unique codes through your Organisation or outsourced providers, such as Synertec. Patients click the SMS link and use the token to register.

SMS Link via PKB Service

Use PKB’s SMS service to direct patients to verify their identity via NHS Login and create a PKB record.

Advanced Questionnaires

Use SMS to send a questionnaire link to unregistered patients. After completing the questionnaire, they are prompted to register via NHS Login.

Note: NHS providers can send a set amount of SMS messages free of charge. Contact your PKB Success Project Manager for more information.

Recommendations

Having an SMS template to support patient registration, using the recommended points below, can help encourage registrations and reduce patient queries about the content.

Use a single SMS where possible. This avoids message splitting and link or token corruption, especially on older phones.
Keep the SMS clear and concise.

Either link to the Organisation’s PKB webpage with FAQS and a registration button.
Or directly link to PKB’s pre-populated registration page via token.

If two SMS messages are necessary

First SMS: Explain the reason for registration (e.g., access to letters or questionnaires).
Second SMS: Provide the registration link.

Example SMS Templates

SMS Token Example

Access your online health record from [Trust Name]. Register at http://joinpkb.com/?t1=xxxxxxxxxx&t2=yyyyyyyyyy More info [organisation web link]

SMS Link Example

[Organisation Name] invites you to access your health record details through Patients Know Best (PKB) via the NHS App. For more info: [Organisation website]

[Service Name] are moving over to secure messaging and would like you to register. Click [trust website]

Waiting List Validation Example

You are currently on our [insert speciality] waiting list for an outpatient appointment or procedure/surgical treatment. We are reviewing our waiting lists and require some further information from you. Please click on the following [Organisation website] to sign up for our patient platform, Patients Know Best. You will find a short questionnaire to complete there.
It is important for you to complete this questionnaire, as you may be discharged to your GP
and removed from our waiting list if you do not.
Thank you,
[Organisation Name]

Supporting Communications

To ensure a successful SMS campaign, preparing clear communications for patients in advance helps build their trust in the security and privacy of PKB and ensures they don't think it is fraudulent. Below are some essential examples of communications that need to be shared.

Publish information on the organisation’s website about PKB and the registration process.
Direct patients to NHS Login links from prominent locations on your website, such as the homepage navigation.
Brief all staff, including call centre, reception, clinical, and support staff, so they can confidently answer patient queries.
Use social media to raise awareness and build trust.

Patients who receive well-supported communications are more likely to trust the SMS content and complete registration without concern.

Don't hesitate to get in touch with your PKB Success Project Manager for further assistance with setting up SMS registration campaigns.

Registration by Verified SMS