Measuring the Impact of PKB Implementation

Implementing Patients Know Best (PKB) is more than deploying a new digital tool it's an opportunity to drive real clinical transformation. To demonstrate and sustain the value of PKB, it's critical that all teams establish a clear plan for goal setting, evidence gathering, and outcome measurement from the outset of implementation.

Why Set Goals and Capture Metrics

Successful adoption of PKB supports clinical transformation strategies and digital health objectives. Our experience shows that teams that define what they want to achieve and track their progress are better able to realise and demonstrate the benefits of PKB.

Setting measurable goals helps:

• Build compelling business cases.

• Provide evidence for case studies, awards, and publications.

• Support continuous improvement and scaling across departments.

• Demonstrate tangible impact for patients, staff, and the broader healthcare system.

Start with Goals

We recommend that each team set SMART goals:
Specific, Measurable, Achievable, Relevant, Time-bound.

These goals should reflect what the team wants to achieve through PKB, whether it is improving communication, reducing missed appointments, or empowering patients with access to their medical records. SMART goals help focus efforts, monitor progress, and evaluate success.

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How to Create SMART Goals

PKB provides the following tools:

• SMART goal template to document agreed outcomes.

• Examples SMART Goals for PKB Implementation

• Pre-Metrics for an IBD Team: Use of PKB Messaging: pre-metrics that can be amended for any team wanting to roll out PKB messaging.

• Guidance on reviewing and updating goals regularly.

• A use case/case study template to capture outcomes and share learning.

• Benefits tracking: collect metrics, set goals, deliver outcomes

• Metrics collection for a PKB rollout: what metrics do you need to gather and what questions do you need to answer

  • Benefit Prerequisite Questions: helping focus benefits into realisation

Examples of SMART Goals

Example:
Reduce the number of missed appointments (DNAs) for the rheumatology team by 20% by September 2025 (12 months post go-live), by sending all appointment details through PKB instead of by post. Baseline DNA rate is 18%.

This aligns with local NHS priorities and supports cost reduction and improved service delivery.

Reviewing and Updating Goals

We recommend reviewing team SMART goals every three months in structured sessions. These reviews should involve the PKB Success Project Manager and the Clinical Engagement Lead/Project Manager, allowing teams to:

• Reflect on progress.

• Adjust goals or approaches as needed.

• Capture new opportunities for innovation.

Gathering Evidence

Collecting baseline data before go-live is essential to measure impact accurately. Your evaluation should include a blend of:

• Patient-reported outcomes (e.g. satisfaction, activation).

• Clinical outcomes (e.g. condition management, reduced hospital visits, reduce appointments, reduce DNAs etc).

• System efficiencies (e.g. time saved, cost savings, reduced workload).

• Digital engagement metrics (e.g. secure messages sent, care plans shared compared to current phone calls, emergency appointments, triage, etc).

• Qualitative feedback (from patients and clinicians).

• Research outputs (for publications, innovation showcase, etc.).

Approaches to Evidence Collection

Evidence can be gathered through:

• Surveys and questionnaires

• Data from clinical systems

• PKB analytics dashboards

• Interviews and focus groups

• Audit and evaluation frameworks

• Data quality team

• National or local initiatives

Next Steps for Teams

1. Define your SMART goals before go-live.

2. Gather baseline metrics and agree on outcome measures.

3. Embed regular review sessions into your project plan.

4. Use PKB templates and resources to support your evaluation.

5. Share your success through case studies and awards.

Further Information

• Benefits tracking: gather baseline metrics, establish clear objectives, and work towards achieving successful outcomes

• Metric collection: Defining necessary metrics and questions based on organisational focus.

• Benefit Prerequisite Questions: helping focus benefits into realisation

• Maternity team SMART goals: giving each patient a care plan, empowering them to throughout their pregnancy and birth

• Heart Failure team SMART goals: reducing face-to-face appointments

• Reduce DNAs with PKB: improving patient communication and access to information, providing insights and cutting costs.

• Benefits of sharing test results:  including Sussex benefits of releasing results

• Benefits of sharing letters in PKB: cost and environmental benefits of sharing letters digitally

• Benefits of sharing radiography reports in PKB: allow patients and clinicians easy access to data