1. Reduce phone call volume

• Specific: Promote PKB messaging as the primary channel for appointment confirmations, repeat prescription requests, and non-urgent clinical queries.

• Measurable: Achieve a 30% reduction in phone calls related to routine inquiries within three months. Compare call volume logs and categorise inquiry types.

• Achievable: Implement a phased rollout with proactive communication to patients and staff, including FAQs, digital signposting, and staff support.

• Relevant: Reducing call volume relieves pressure on administrative teams, improving service responsiveness and capacity for urgent tasks.

• Time-bound: Review progress at 1 and 2 months, with a final assessment at 3 months to determine success and refine strategies.

2. Decrease time spent on phone calls

• Specific: Shift routine patient interactions (e.g., follow-ups, updates, repeat requests) from phone to PKB messaging.

• Measurable: Reduce time spent on phone communications by 15% over six months, by pre- and post-metrics and/or staff surveys.

• Achievable: Train staff to redirect appropriate inquiries to PKB and integrate messaging into routine workflows.

• Relevant: Optimising staff time boosts operational efficiency and helps minimise burnout.

• Time-bound: Measure baseline usage, with progress tracked at 3-month and 6-month intervals.

3. Increase patient registration to increase PKB messaging usage

• Specific goal: Increase the number of patients registered for PKB and utilising the messaging function.

• Measurable: Reach a 50% registration rate, with 30% of registered patients sending or receiving a message within six months.

• Achievable: Launch awareness campaigns via email, website banners, posters, and during consultations. Offer brief demonstrations or guides.

• Relevant: Active patient engagement is vital to replacing phone calls with digital communication.

• Time-bound: Targets should be achieved within six months of launching a structured onboarding program.

4. Improve response time for non-urgent patient inquires

• Specific: Ensure non-urgent patient messages sent via PKB receive timely responses to build trust and encourage continued use.

• Measurable: Respond to 90% of non-urgent PKB messages within 2 working days by the end of four months post-launch.

• Achievable: Create response templates for generic questions or have an administrator triage messages and forward to clinical staff when needed.

• Relevant: Fast responses increase patient satisfaction and confidence in using PKB as a reliable communication channel.

• Time-bound: Evaluate performance monthly.

5. Integrate PKB messaging into team workflows

• Specific: Ensure PKB messaging is formally integrated into daily clinical and administrative workflows, and all team members are using PKB messaging.

• Measurable: Update and distribute new digital messaging workflows across 100% of relevant team members and referring departments within three months, and audit after six months.

• Achievable: Identify key workflows (e.g., prescription queries, appointment rescheduling, general inquiries) and revise workflows to include PKB pathways.

• Relevant: Embedding PKB into workflows to standardised usage, ensuring long-term sustainability and alignment with service delivery.

• Time-bound: Complete workflow updates by month 3, with a follow-up compliance audit in month 6.

6. PKB Messaging solution for PIFU

• Specific:
  Establish PKB messaging as the standard PIFU communication channel to replace 50% of patient follow-up calls and emails.

  Measurable:
  Track calls and email logs before and after the go-live date. Aim for 50% reduction in calls and emails. Monitor PIFU interactions to ensure that at least 30% are managed via PKB messaging within the first 3 months of rollout.

  Achievable:
  Provide ongoing training and support to staff and comms with patients on the new PIFU pathway using PKB messaging. Mention PKB messaging at every interaction and focus on patient registrations.

  Relevant:
  Supports digital transformation goals, reduces clinical workload, improves response times, and empowers patients to manage their care effectively under the PIFU model.

  Time-bound:
  Full implementation to be completed and evaluated within 6 months.

1. Increase patient completion rates for advanced questionnaires

• Specific: Encourage eligible patients to complete and submit assigned advance questionnaires at least 48 hours before their scheduled appointments.

• Measurable: Achieve a 60% completion rate among targeted groups (e.g., new patients, pre-op assessments) within six months. Track completion via PKB BI dashboard.

• Achievable: Implement structured communication touchpoints (e.g., automated reminders 7 and 2 days prior), clear instructions, and support from staff at the point of booking.

• Relevant: A higher completion rate improves clinical preparedness, reduces intake time, and enhances patient safety.

• Time-bound: Reach the 60% target within six months, with progress reviews at the 3-month mark.

2. Reduce in-clinic patient data entry time

• Specific: Decrease the time clinicians and admin staff spend collecting history and entering data during check-in and in clinic appointments.

• Measurable: Achieve a 10-minute reduction in average intake time for patients who completed a questionnaire, within six months. Use appointment time logs to compare appointments with and without completed questionnaires.

• Achievable: Streamline questionnaires to include essential information only, and train staff to review submissions quickly.

• Relevant: Reducing intake time enables staff to focus on high-value tasks and clinicians to spend more time addressing patient concerns.

• Time-bound: Realise this time-saving within nine months of consistent usage.

3. Improve the quality and completeness of pre-appointment information

• Specific: Enhance the accuracy and comprehensiveness of documented patient information before consultations.

• Measurable: Achieve a 25% reduction in missing or incomplete critical data fields in patient records where advanced questionnaires were completed, within 12 months. Audit a sample of patient records for comparison.

• Achievable: Create sections in the template for vital data, write questions in patient-friendly language, and allow adequate time for completion.

• Relevant: Better data leads to more informed, focused consultations.

• Time-bound: Achieve data quality improvements within 6 months, with interim audits every 3 months.

4. Enhance patient preparedness and engagement

• Specific: Improve how prepared patients feel for their appointments by prompting them to reflect on their symptoms and priorities via the questionnaire.

• Measurable: Achieve a 15% increase in patients reporting they felt “well-prepared” or “very well-prepared” after using the questionnaire, measured via post-visit surveys or feedback forms within six months.

• Achievable: Promote the questionnaires as a patient empowerment tool and ensure clinicians reference the information during consultations.

• Relevant: Better-prepared patients lead to more productive and patient-centred consultations.

• Time-bound: Attain the 15% improvement in perceived preparedness within six months.

5. Increase clinician satisfaction

• Specific: Enhance clinician satisfaction and workflows by utilising advanced questionnaires, thereby increasing the value of pre-collected data and enhancing clinical satisfaction.

• Measurable: Reach 70% of clinicians reporting that advanced questionnaires "frequently" or "always" enhance appointment efficiency or preparedness, as measured via staff feedback surveys within six months.

• Achievable: Train clinicians on how to efficiently review and integrate questionnaire data into the consultation. Gather feedback to iterate and refine questionnaire content.

• Relevant: Clinician buy-in is critical to long-term adoption and ensuring the tool adds value to the clinical workflow.

• Time-bound: Measure satisfaction at three and six months, with changes implemented in response to early feedback.

6. Improve waitlist validation

• Specific: Use PKB Questionnaires to validate whether patients on a waiting list still require their scheduled appointment, procedure, or service. Target specific high-volume clinics or specialities where wait list management is a priority.

• Measurable: Achieve a response rate of at least 60% for wait list validation questionnaires. Measure response and outcome rates using PKB dashboard.

• Achievable: Through targeted patient communication, clear questionnaire wording and timely automated reminders.

• Relevant: Validating patient need reduces unnecessary appointments, shortens waiting times, and optimises clinic capacity.

• Time-bound: Implement the questionnaire-based validation process across selected services within six months, and reach the 60% response target within 3 months of questionnaire launch.

1. Increase digital delivery of referral letters via PKB

Specific: Transition from postal referral letters to digital delivery through PKB for patients referred to secondary care.

Measurable: Ensure 80% of eligible referral letters are delivered via PKB instead of paper within 6 months.

Achievable: Integrate referral letter workflow with PKB, include PKB registration via NHS login/texts/emails or clinic-based registration.

Relevant: Reduces administrative burden, postage costs, and letter delays while enhancing transparency for patients.

Time-bound: Reach 80% digital delivery rate within 6 months; review monthly progress from Month 2.

2. Boost PKB registration among newly referred patients

Specific: Ensure patients referred to hospital services are supported to register for PKB to view referral letters and data.

Measurable: Achieve a 50% registration rate among newly referred patients within 4 weeks of referral.

Achievable: Embed registration and links to referral letter; equip referral clinics and the booking team with the new workflow. 

Relevant: Registration enables patients to access referral information, manage expectations, and communicate with hospital.

Time-bound: Reach 50% registration within 6 months; track and report monthly uptake from Month 1.

3. Reduce printing and postage costs from referral letters

Specific: Cut costs associated with printing and mailing physical referral letters by digitising communication via PKB.

Measurable: Save £X (define based on local letter costs) per 1,000 referrals through digital-only letters, tracked quarterly.

Achievable: Shift standard practice toward PKB as the default communication channel; monitor opt-outs separately.

Relevant: Supports sustainability goals and frees admin resources for patient care tasks.

Time-bound: Demonstrate cost savings by the end of the second quarter post-launch.

4. Improve patient understanding of referral status and next steps

Specific: Ensure patients can access and understand their referral pathway using the PKB record.

Measurable: 75% of patients report understanding their referral status and what to expect next, via feedback survey within 1 month of viewing referral letter in PKB.

Achievable: Use plain-language referral letters, provide an FAQ link within PKB.

Relevant: Improved understanding reduces calls and increases patient confidence in care progression.

Time-bound: Achieve 75% satisfaction rate within 3 months of rollout, with follow-up surveys every quarter.

5. Reduce missed appointments through eMeet and Greet

Specific: Use PKB to provide referral information and appointment context within the NHSE eMeet and Greet initiative.

Measurable: Reduce Did Not Attend (DNA) rates for initial appointments by 15% within 6 months.

Achievable: Include appointment info, referral purpose, and PKB registration instructions.

Relevant: Reduces wasted appointments, improves patient engagement from the first touchpoint.

Time-bound: Review DNA rates monthly and achieve target reduction within 6 months.