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.
Role specific training introductions
For trust-wide and population wide deployments, PKB uses the 'train-the-trainer' approach. The Trust/organisation will need to identify staff to become PKB superusers/trainers and PKB will train them to become expert users of the platform. The superusers will then be able to roll out the training to all the clinical and admin staff that will use PKB.
PKB provides Face-to-Face (F2F) training for superusers and either F2F or remote training via Skype or Join.me screen sharing software for any professional users. The training can be delivered to groups or at one-to-one sessions as required.
We estimate that initial superuser training will take one day - possibly separated into several 2 hour sessions over a few days depending on staff availability.
Superusers will be fully trained (using a test site) on how to use PKB as a patient, professional and co-ordinator and will receive tips and ideas on how to train others in PKB use. They will receive full support from a PKB Customer Success Team member throughout their time in this role including regular meetings, and any refresher/top-up training for themselves that is necessary. The Customer Success Team member will accompany and support the superuser during the first training sessions they run if required.
We estimate the professional training will take approximately 1 hour for the superuser to deliver to Trust staff - we will provide test sites to facilitate this.
All professionals being trained by the superuser will be shown the patient portal in order to view how PKB appears from the patient perspective as well as the professional perspective and will be able to practice on a test site using a test patient and professional.
PKB will provide full ongoing support to the superusers during training and post “go-live” date. PKB will keep the superusers/trainers updated of any upgrades and new features during regular meetings and calls and support them to resolve any potential issues. This will be done through our dedicated Customer Success Team Operative. We will also provide continual support to all users of the software via our customer service desk.