Train-the-Trainer Model for Large-Scale Deployments

For organisation-wide and population-level rollouts, Patients Know Best (PKB) uses a train-the-trainer approach. Organisations identify a group of staff members to become PKB Superusers/Trainers, whom the PKB Success Team then trains to become experts on the platform.

These internal trainers will subsequently deliver training to clinical and administrative staff within their organisation, ensuring efficient and scalable onboarding.

Organisational and Team Structure in PKB

PKB environments are set up as Organisations that can have many Teams. First, it's essential to understand the user roles. Then, the training requirements can be understood in relation to the set-up and the roles.

The Patient Record Team

Every organisation begins with a Patient Records Team – often referred to as the umbrella team. All patient records are initially created here, either via HL7 or manually via CSV. Patients can then be added into more specific clinical speciality teams as they go live with PKB.

Patient Experience:
In the ‘Sharing’ section of their PKB record, a patient may see multiple teams from the same organisation. This reflects the various clinical teams involved in their care.

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The Sharing Tab view in a patient record.

Flexibility for Organisations of any size

• Smaller organisations (e.g., GP practices) may operate with a single team.

• Teams can range in size and patient volume, providing flexibility for organisations of all scales.

Organisation Team Structure

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Organisation Role Structure Workflow

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Overview of PKB User Types

Each organisation will have four primary user groups, each with specific training needs. Our growing library of online materials and remote training sessions supports the rapid and effective deployment of PKB.

Organisation Admin

The Organisation Admin are responsible for overseeing PKB usage across the entire organisation and performing key tasks for all patients across all teams within the organisation.

Training will cover

• Identifying and updating patient records with missing demographics or identifiers

• Resolving demographic mismatches between PKB and incoming HL7 feeds (e.g., from laboratories) to ensure messages flow correctly

• Managing the organisation’s network, including team and user structure

• Viewing and managing code sets used across the organisation

Full documentation for Organisation Administrators can be found here.

• Users: 1 or 2 users per entire organisation

• Training time: 2 hours of in-person/virtual and online learning, (including using the test site provided).

• Typical usage time: <5 hours a month

Privacy Officer

The privacy officer (PO) user in PKB is a user who monitors and enforces correct usage by their organisation from a privacy perspective.

Training will cover

• Disabled sharing workflow

• Break the glass functionality

Full documentation for the Privacy Officer can be found here.

• Users: 1 user per entire organisation

• Training time: 1 hour of in-person or virtual and online learning, (including using the test site provided).

• Typical usage time: <5 hours a month

Coordinator

The first member of a PKB team. Coordinates team setup and user management, including adding/deactivating professionals and overseeing patient record administration.

Key Responsibilities

Each PKB team must have at least two coordinators, and every organisation must have at least one team.

Training will cover

• Registering professionals in bulk

• Creating patient records at scale

• Authorising and managing care plan templates, enabling patients to access and complete them

Supporting materials for Coordinators are included in the training resources here.

Training

• Number of Users: 2+ per team

• Training Time: 2 hours (virtual/in-person + test environment access)

• Typical Usage: 1 hour/week after initial setup

Team Professional

Add to the PKB team by the coordinator. The professional can access all patient records in the team and search for all patient records in the organisation.

This mirrors the existence of paper records, where any professional working within the team would be able to pick up and read any patient's file.

Capabilities

• Full access to view data in a patients record, ie test results, letters, answered questionnaires

• Add data, like a care plan

• Send questionnaires, with scoring and calculations, branching logic, etc

• Send and receive secure messages from patients or their carers

Training will cover

• Registering and logging in to PKB

• Searching for a patient’s record

• Adding a patient’s email address for registration (if not already added)

• Adding care plans to patient records

• Sending secure messages to patients and archiving messages

• Sending and receiving questionnaires

All functions are supported by training videos, which can be found here.

• Number of Users: 2–30 per team (varies by service type)

• Training Time: 2 hours (virtual/in-person + test environment access)

• Typical Usage: dependent on team workflows and PKB use cases

The professional can add other professionals and add data to a patients record, as well as exchange secure messages with patients, caregivers, and any other professionals added to the patient record.

Patient

Patients are at the centre of PKB. They control who can access their record and can add data, monitor symptoms, communicate with care teams, and collaborate on care plans. They can view data from all organisations and teams added to their team.

Patients can access a full PKB Manual and How-To Guide here, along with a range of patient-facing resources the team adds to the PKB Library, including guides, videos, and FAQs to support their use of the system.

Summary of Training

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Train the Trainer Model

To support large-scale and sustainable rollouts, PKB uses a Train-the-Trainer approach. This enables organisations to build in-house expertise and deliver training internally to staff.

Ongoing Training and Support

In addition to the training above to get started with a mass roll out, there is additional training and support that can be offered to support specific teams with clinical transformation of their processes and expanding their use of PKB as required.

Beyond the initial rollout, PKB offers tailored support to help teams evolve their workflows and expand their use of the platform. This includes:

• Clinical transformation support

• Advanced feature training for teams looking to deepen integration or roll out a new feature

• Top-up and refresher sessions as needed

For more information or to request additional support, contact your PKB Success Project Manager or visit the PKB Manual.