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.
What's included in this toolkit:
Levels of support: first, second and third line support given to patients
FAQ's for support staff: common enquiries with standard responses and information
Submitting a helpdesk ticket: how to report a query to the PKB support team
Service Level Agreement: maintenance and emergency action along with support desk commitments