Deploy Patients Know Best

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Welcome to PKB's deployment wiki. Here, you will find instructions for your team on how to use PKB with colleagues and patients.

Workstreams for success with PKB

Rolling out a patient portal at any scale requires careful consideration and input from various angles. PKB breaks down the deployment tasks into 8 equally important workstreams to help organise the challenge into logical categories, allowing activities to be planned and progress to be tracked for each.

The Patients Know Best portal can work at the scale of an individual team, such a single GP practice or a speciality team within a hospital, to a region-wide deployment programme consisting of all hospitals, social care organisations, GP practices, and more. The time to deploy and scope of the work may be very different at these different scales, however the same workstreams will always need to be considered and are central at any level of rollout.

PKB and our customers employ specialists who are best placed to collaborate and deliver on certain workstreams, so splitting out the deployment into these categories provides clarity for both teams on what is required for a successful rollout, and allows the right personnel and resources to be identified at the earliest opportunity. As part of establishing project governance, we strongly advise all workstream leads are members of a project board which regularly meet to scope, plan, and deliver the shared plan of work.

This website provides details on the various activities that may occur in your PKB deployment, which the PKB Success team will help co-ordinate and deliver with you. For specific guidance on each workstream, please use the links below:

Giving data subjects access to and control over the sharing of their data.

As a system handling sensitive data, IG agreements are absolutely critical for any deployment. Organisations have tried and tested methods for giving professionals access to data, but giving patients routine access to and control over data is often new. It is for this reason that PKB’s own IG experts consult with Information Governance teams early in the relationship – aiding the development of new approaches if needed, and providing support for what to many Information Governance teams, appears at first glance to be a challenging new frontier.

Connecting systems around the patients

How is data going to be collected and disseminated to the patient portal? In the early stages, it’s important to strike a balance between the ideal state and ease of implementation. Our integration specialists will work with your technical teams to determine which systems are to be integrated, in which order, and using which messaging and transmission protocols.

Inviting patients to the portal.

Creating records and populating them precedes inviting patients. Patients rightly expect to see their information when they sign-up to a patient portal! Once the records have been created and data feeds established, registrations should immediately follow. There are a large number of options here, and not all organisations will have the means to use them all. We work with your delivery team to plan for the most of the following invitation opportunities as possible.

Educating and engaging professionals and patients

What is PKB? What is a patient portal? What does it mean for a healthcare professional to use one in their practice? What does it mean to a patient to have their data and tools to help manage their care? These are crucial questions that need to be answered for PKB to be a success and the communications workstream is where this information delivery is scoped, planned and carried out. There is no end to the different formats, channels and messages that can be distributed, so an ongoing effort to make reasonable decisions is needed and we commit to working with our customers to guide these efforts with this workstream.

Creating in-house PKB experts

We know that healthcare professionals drive the success of a patient portal. For a patient, their care team telling them about PKB is a more powerful message than one we can ever give. We are lucky to work with incredible, visionary healthcare professionals as customers and many of whom have become colleagues, who use our system and guide us to improve it. The training workstream is where we plan and deliver our commitment to training these users, via in-person sessions, online sessions, providing a train-the-trainer model, or with our free online resource for testing knowledge and which can be used as a reference in the future.

Providing a service to users

Patients and professionals alike are generally not used to using a patient portal. Questions occur, and we put hard work into answering these questions proactively through improving the user experience of the system, on screen help, an online manual, and other resources. However, delivering a portal at scale involves introducing a new system to many more users than other health I.T systems, which are designed for professionals only, and there will always be some of these users that have queries for us. This workstream is our recognition of the importance of this area, and in it we help set up the most fair and effective support channels for each deployment.

Our core mission

The current supply and demand of healthcare in every health system is unsustainable. People are living longer, developing multiple chronic conditions, which are increasingly life-style related diseases and diseases that require self-management. PKB allows true self-management by providing a patient with their record, and tools to work with their clinical teams. Each clinical team is different, with its own sets of pressures, requirements, targets, and ambitions. We commit to providing clinical expertise to support each individual team in designing a workflow with PKB that complements their patient’s pathways, and allows the benefits of digital, patient-centered, remote care to be realised.

Making PKB a record for life

We believe every individual has a right to their health information, and if tools exist to help them self-manage, that they should be given them. We also recognise change is difficult, time-consuming and therefore has costs. As a BCORP social enterprise, we have a commitment to reinvesting revenue to improve our system and service for the benefit of patients. We also design innovative funding models to allow healthcare organisations to pay from savings, as in our gainshare model. No matter the approach, both PKB and our healthcare partners need to design a deployment that achieves benefits and allows the work to continue to truly change healthcare and empower patients. The sustainability workstream is where we monitor and evaluate this alongside our delivery teams throughout the deployment.

If you have any questions, please contact the PKB team.

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