Introduction

This guide provides a step-by-step approach for professionals and administrators to implement the universal onboarding process for Digital Personalised Videos (DPV). The aim is to ensure that every patient:

• Registered with a Patients Know Best (PKB) account

• They are added to the appropriate DPV team

• Receives a personalised video message tailored to their care

This standardised method helps deliver consistent, patient-centred communication at scale, improving engagement and understanding across services.

General Onboarding Methods

The three ways patients can be onboarded into a DPV team are:

• Manually adding patients individually or in bulk (via a CSV file)

• Automation with HL7 integrations, adding patients without manual intervention.

• Patient self-registration allows patients to join a DPV team by themselves using a QR code or link.

The most efficient approach for utilising administrative resources and benefiting patients is to add all patients (with exclusions) to the DPV team universally and provide each patient with a personalised video, regardless of their surgery outcome.

Post-Op Video

Providing a video to all patients saves time for the administrative teams and resources by eliminating the need to filter patients before surgery. Patients need to be given the opportunity to register throughout the pathway and are advised about the personalised video. Whether they log in and watch is their own personal health choice, which means that administrators do not need to contact patients in advance to ask about their preference. 

Universal Onboarding Pathway

This pathway combines automated and manual steps to streamline patient onboarding through the Digital Personalised Videos pathway. It ensures consistency for all patients' post-operative care and through to their follow-up.

1. Patient registration

• Patients are invited to register for PKB

  • At the point of referral, or

  • When added to the surgical waiting list.

2. Patients advised

• Patients are informed they will be added to a DPV clinical team.

3. Pre-operative phase

• Once the patient is booked for surgery or attends their pre-operative assessment, they are added to the DPV team (if not already done).

• Patients added:

  • Automatically via the "Add to Teams" integration, or

  • Manually by the administrative team.

4. Post-operatively

• Following surgery, two pathways are available based on the outcome:

  a. Uncomplicated Recovery

  • The patient is placed on a PIFU (Patient-Initiated Follow-Up) pathway.

  • No face-to-face (F2F) appointment is needed.

  • The patient receives a post-op instructional video and self-care advice via PKB.

  b. Complications or Concerns

  • The patient is scheduled for a face-to-face follow-up.

  • The patient receives a post-op video and advice for reference via PKB.

5. Booking

• The internal team follows established procedures to manage:

  • Appointments for F2F or PIFU, and

  • Access plan procedures for both.