The welcome messages in PKB, for both a patient and a professional can be edited through the coordinator role. These messages display on the home page of the users account and are the same for that user type across the whole team.
The professional welcome message may be used to remind members of your team to about certain tasks to be done (e.g. make sure to add the "New Patient" care plan to every new referral's account after you register them) or who to contact within the department if they get stuck.
Deployments typically use the patient welcome message in 3 different ways.
These are the features we are using/what to do with your record
PKB offers a wide variety of different tools for teams to use with patients, and you may choose to focus on certain ones (e.g. lab results, symptom tracking, journal entries) and the welcome message is a suitable place to set this expectation with the patient and explain the workflow
This is not an emergency service- You can expect a response in x days
The PKB Discussions section is a convenient way for patients to contact you at a time that best suits them, however it can be useful to set an expected response time so that patients understand that messages will not get checked in a contemporaneous manner and that they may need to wait a couple of days. A professional is always notified of a new message in their PKB account so that you do not have to have the website logged in at all times, but you may want to set aside a period of time each day, or a couple of times a week to go through those messages.
Linking to a particular resource- care plan/consultation
Some of our deployments need patients to fill in care plans and consultations periodically, in some cases these are pre-appointment assessments, and so the teams use the welcome message to signpost to the resource. This can be done as a list of instructions on where to click or as a direct link embedded using HTML. If you would like to embed links or pictures, or change the default formatting of your welcome message please speak with your Success Team contact.
Example welcome messages
The following sets the standard for how swiftly patients can expect the team to respond, you want to even provide urgent care details here
"This is a service provided by the [team] at [organisation]. Please note that this is not a 24 hour emergency service. Please contact the [team e.g nurses] if you require advice or support through the PKB messaging service. We will aim to respond to you Monday to Friday within 48 hours. We would like you to record your symptoms at least twice a week, if you start to have an increase in your symptoms you should record these more regularly."
The following mentions 2 different pieces of functionality; symptom tracking and consultation forms
"Hello and welcome to your [condition] patient portal, please use your portal to monitor your [condition] symptoms and keep your health care data in one place. Please track your [condition] symptoms below at least monthly. Please complete your [condition] Symptom Chart, which is under 'Send Consultation' a few days before your next appointment"
You may also want to mention how to access care plans
"Please complete your Self Management Plan, accessible through the Treatment Tab: -Click on Plans -Select the Self Management Plan -Edit Plan, Complete and Save"
Welcome message vs Information about the Team
Please note that a patient will only see the welcome message of the first team they are invited to, so if a patient is part of multiple teams they will not see the welcome messages from any subsequent teams. A way work work around this is to use the "Information about the Team" which is also editable via the Coordinator account under the Institution tab. Any information written here is then seen by the patient under their Sharing section when they click on a particular team they are part of.
Adding a weblink to your welcome message
If you want to create a weblink in your welcome message you will need to use the follow HTML code
Where you should replace the following:
- URL- this should be the web address for the site or page you want to link to e.g. https://www.asthma.org.uk/
- TEXTYOUWANT- this should be the text you want to form the link e.g. click here for more information
So in full your welcome message might say:
There a lot of resources on the Asthma UK website which you may want to refer to, click here for more information
Which will be coded as:
There a lot of resources on the Asthma UK website which you may want to refer to, <a href="https://www.asthma.org.uk/>click here for more information</a>