1 Why Use PKB and SMS
2 What is PKB SMS Service
3 How to Use PKB SMS
4 SMS Trigger For Referral Letters
5 Benefits of Sending a Questionnaire Via SMS
- 5.1 For Patients
- 5.2 For Healthcare Teams
6 Further Information

Why Use PKB and SMS

Most organisations hold a large and regularly updated database of mobile phone numbers. This provides a convenient and readily available communication channel, especially when engaging patients in their care.

Patients receiving active care are often more engaged, and digital access to appointments, letters, and clinical data helps maintain that engagement. SMS offers a simple, effective way to reach these patients directly.

Use of SMS

Patients Know Best (PKB) can send SMS messages on behalf of an organisation, allowing them to send timely, targeted SMS messages to patients, especially when there has been recent activity in their records. For example:

A recent referral letter
A request to complete a PKB questionnaire.

What is PKB SMS Service

PKB sends SMS using the GOV.UK Notify service, which offers up to 30,000 free text messages per year. Organisations are responsible for SMS costs and must use their own to GOV.UK Notify account for this feature.

PKB can send SMS to unregistered patients to deliver notifications. This feature is available when a new referral letter is received, prompting the user to register for their record and read their letter. This addition directly supports the NHS eMeet and Greet initiative and encourages overall platform registration. Future development of this feature will also include the ability to send SMS for appointment reminders.

Key Features Within The GOV.UK Notify Account

Track message delivery in real time
Collaborate with your team within the same platform
It's fast, reliable, and committed to delivering 95% of messages within 10 seconds.

The GOV.UK Notify can send up to 100,000 text messages simultaneously, with a daily limit of 250,000. Each service (e.g., department within your organisation) receives 30,000 free text messages annually.

How to Use PKB SMS

To send SMS messages via PKB, the organisation must first register for a GOV.UK Notify account. Each organisation is responsible for its SMS costs and must use its GOV.UK Notify account to connect with PKB. Click here for steps to register with GOV.UK Notify.

Getting Started with PKB SMS

Once your GOV.UK Notify account is set up, you can begin configuring SMS within PKB. Our guide to configuring your service to PKB can be found on our manual page here.

SMS Trigger For Referral Letters

PKB will only send SMS notifications for new referrals when all the conditions are met.

When an unregistered user receives a referral letter, they will be sent the following SMS: Referral received in your Patients Know Best record if they have a mobile number on their record. Register: Register to Patients Know Best - Patients Know Best

Benefits of Sending a Questionnaire Via SMS

Sending a PKB questionnaire via SMS offers a range of benefits for both patients and healthcare teams. It is instant, efficient, and patient-friendly.

For Patients

Instant access
Patients receive the questionnaire link directly on their phone, without checking their email or waiting for the post.
Easy to complete
The questionnaire can be completed quickly from anywhere, increasing convenience and compliance.
Timely reminders
If the SMS is sent soon after a referral or appointment, it will likely be acted on while the patient is still engaged.
Patients don't need to be registered with PKB
Patients can access the questionnaire via a secure link without needing to log in.

For Healthcare Teams

Higher completion rates
SMS messages have high open rates (approximately 98%), indicating that patients are more likely to view and respond.
Faster data collection
Get clinically relevant information back sooner—e.g., for wait list validation.
Reduced admin time
Automated SMS reduces the need for phone calls and postage.
Reduce costs
Less paper and postage costs with a digital, environmentally friendly workflow.
Better data
Send questionnaires tailored to each specialty team, ensuring the right questions are asked of the right patients.

Further Information

Benefits of PKB PROMs questionnaire: a secure, efficient, and patient-centred platform for PROM's data collection
PKB questionnaire toolkit: a guide to PKB questionnaires with example templates used by patients and teams
Capturing digital outcome measures with PKB questionnaires.
Information on PKB's advanced questionnaire: features include scoring and calculations, branching, coded fields, send questionnaires to patients who aren’t registered

PKBs SMS Service