COVID-19 Communications

The resources in this document have been created to help support our customers to communicate with PKB users in the management of COVID-19.

1. Message for your PKB landing page

Website content for Patients and Carers

The information below is intended to be added as a header or banner text to your PKB landing page (as per the sample content here).


We are using this service to communicate and share information with our patients during the Coronavirus outbreak. Please note, this is NOT for emergency use and any information entered may not be viewed by professionals.


If you have a persistent cough or fever and think your symptoms may indicate Coronavirus, DO NOT go to your GP or A&E. Instead, please follow the NHS advice here. If your symptoms are a cause for concern, we urge you to call your GP or the emergency services on 111.


2. Welcome Message for PKB user interface

Please note, information on how to update your welcome message can be found here. Example welcome message below:

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We are using this service to communicate and share information with our patients during the Coronavirus outbreak. You have access to your clinical correspondence, appointments and important information including allergies, medications and test results. You can also use other features to help manage your care.

Please note, this service is NOT for emergency use and information entered may not be seen by professionals. If you have a persistent cough or fever and think your symptoms may indicate Coronavirus, DO NOT go to your GP or A&E. Instead, please follow the NHS advice here. If your symptoms are a cause for concern, we urge you to call your GP or the emergency services on 111.

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3. PKB Pre-registration SMS information

Certain invitation methods can only provide a limited amount of information. SMS invites offer far less information than a letter, but they are less costly, faster, and better for the environment. However, it's a good idea to notify your audience this is coming in advance by posting information across your social media channels prior to sending out the SMS invitations.

4. PKB Pre-registration email information

This pre-registration email can be sent to all patients prior to them receiving their PKB invitation. This helps to educate and inform patients about the key features and also explains which healthcare provider is about to invite them to use this new service.

(Please note this is issued via MailChimp from help@patientsknowbest.com. MailChimp allows us to choose a "from" email address that is from the NHS Trust, so it appears to come from your organisation).


The following message has been sent on behalf of [Name of Trust]

Dear Patient,

[Name of Trust] is introducing a new Patient Portal service that gives you secure access to your medical information from any smartphone, tablet or computer.

The service is provided in partnership with Patients Know Best (PKB). In the next few days, you will receive an email invitation from PKB with details about how you can register.

This service has been gradually rolled out across our hospitals, however, in light of the Coronavirus outbreak, we believe it’s important to make this available for all our patients so that you, and those caring for you, have access to accurate information about your health and care needs wherever you are.

Protecting our patients and healthcare services

Digital services help us to provide an alternative method of communication and support for our patients i.e., by using secure messaging, video consultations and online care planning. It may become necessary to offer these options as alternatives to face-to-face appointments, to help combat the spread of the virus, and to protect our patients and staff. As such, we would encourage you to register for this service if you have internet access.

The Patient Portal will allow you to:

  • view all your hospital letters and appointments online

  • [amend accordingly] see your test results, details of any allergies and current or previous medications

  • monitor your health condition and track your symptoms

  • access care plans and other resources to help manage your care safely at home

  • quickly share your entire record with anyone caring for you such as family members, carers and health professionals. This can be important in emergencies.

  • communicate with us online using secure messaging and video consultations (where required).

Further information can be found on our website at [link]. You can also find answers to some Common Questions below, or learn more about the features of the PKB Patient Portal at www.patientsknowbest.com.

Yours sincerely

[Insert name]

Executive Medical Director

[Name of Trust]


Common Questions


Is my information secure?

Yes. The Patient Portal meets NHS requirements for health record systems and is fully compliant with the General Data Protection Regulation (GDPR). Only the minimum level of data necessary to verify you has been uploaded. All personal and health information stored is encrypted. Patients Know Best (PKB) is the software provider selected by [Name of Trust] to provide this service.

Do I need internet access to use the portal?

Yes. This is an online service and will require you or a carer to have regular internet access to receive your correspondence via the portal and to use the additional features.

What correspondence is available in the portal?

Once registered, [amend accordingly] hospital letters, appointment information and any future correspondence from the Trust will start to be available within the portal. Please note, you may still receive some written correspondence in post until all departments in the hospital are live with the system.

What happens if I don't want to use the portal?

The portal is an optional service and requires you to ‘opt-in’. It provides choice to patients who wish to interact with the hospital in a digital format; it will not affect the care that you receive from the Trust. If you do not wish to use the portal, you can ignore the invitation and you will continue to receive your hospital correspondence in the usual way.

Why is the portal empty?

Once registered, your information will start to become available. In the meantime, you can add your own information, for example, by tracking your symptoms, recording any medication you take, connecting wearable devices (e.g. Fitbits or glucometers) or keeping a diary.

Can I ask a carer or family member to register on my behalf?

Yes. Family members and carers can, with your consent, register on your behalf. However, they should not use their own email account to do this. If you want a family member or carer to have access to your record, you can add them in the ‘Sharing’ section. This will allow them to set up their own portal account and give you control about the level of access they have to your record.

Why have I been invited to register with my shared email address?

[Review/ remove according to customer process] The portal is set up using the email address originally supplied by you to your GP. If you register using this shared email, you can still change this to a personal one if preferred. Find out how to change your email address once registered by clicking here.

If I experience any technical problems, who can I contact?

Please email the PKB Support team at help@patientsknowbest.com.

Where can I find out more?

Please visit the Trust website [link to PKB info page] or speak to a member of staff during your next outpatient appointment. You can also learn more about PKB’s features at www.patientsknowbest.com.