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PKBs SMS Service

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PKBs SMS Service

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 can receive between 10,000 to 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 Registration Links

There are four primary ways to register patients via SMS. Please select the link that best fits your specific workflow.

1. General Registration (Recommended)

Link: https://patientsknowbest.com/register/ Best for: General invitations and mass notifications. Why: This is the most patient-friendly starting point. It clearly explains the registration process and offers the patient a choice of how to sign up, making it the most versatile option for SMS.

2. Direct NHS Login

Link: https://my.patientsknowbest.com/nhs-login/login Best for: Patients who already use the NHS App. Why: This bypasses the PKB welcome screens and takes the patient straight to the NHS Login portal. Note: Your organisation must manually add the patient to the correct clinical team for them to see their data.

3. Customised Organisation Login

Link: https://my.patientsknowbest.com/?team=ORGTEAMCODE Best for: Specific clinic or trust branding. Why: This is a branded version of the standard PKB login page. It helps build trust by showing the patient they are in the right place, though it provides less guidance than the general registration page. (Please obtain your ORGTEAMCODE from your PKB Success PM).

4. Automated Team Assignment via NHS Login

Link: https://my.patientsknowbest.com/nhs-login/login?pkbNhsLogin=true&teamCode=ORGTEAMCODE Best for: Self-referral pathways or "waiting room" registrations. Why: This is a powerful link that both authenticates the patient via NHS Login and automatically adds them to your specific team in one journey. This is ideal for workflows where the patient is not yet in your PKB system. (Please obtain your ORGTEAMCODE from your PKB Success PM).

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: https://patientsknowbest.com/register

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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