Levels of Support

The organisation support team will operate as the first line of support for their patients. Queries such as password resets and registration reminders cannot be managed by Patients Know Best as they require access to the patient’s record and identity verification.

Second line technical queries should be sent to help@patientsknowbest.com which will raise a ticket in our support desk. The PKB support team will provide technical assistance and process patient de-registrations.

Support tickets requiring more in depth technical investigation or data point deletions will be escalated to our third line developer team.

Example first line support queries

Registration advice

Some patients may require support with the registration process. For example, if a patient is unable to locate their original email invitation, a coordinator can locate the patient’s record and trigger a reminder email.

Please see our list of Frequently Asked Questions.

Password reset

Patients are able to reset their own password by confirming their security information. However, if this information is not accepted, a member of the organisation support team will need to verify the patient’s identity. Once the patient has been verified, a coordinator can trigger a password reset from within the patient’s record. This will allow the patient to create a new password and security question.

Clinical queries

Patients may contact with questions about the clinical data within their record, such as their test results or appointments. Patients Know Best does not have access to any clinical information in patient records and is unable to assist with these queries.

Update personal information

Patients may contact the organisation support team to update the demographic information within their hospital record. Patients may also wish to change their registered email address.

De-registration

If patients wish to de-register from PKB, the organisation support team can provide help and advice. If the patient still wishes to remove their access, the coordinator will need to verify the patient’s identity and send the de-registration request to help@patientsknowbest.com. PKB will require the patient’s email address to locate the record and remove access.