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Each patient receives a letter at their home address. The letter has registration instructions and customised registration codes with a date the codes expire.
The user starts registration by visiting joinpkb.com - the website details are provided in the letter.
The user enters the date of birth of the patient's record. This date is not included in the letter, so this is a check that the person receiving the letter knows the patient's date of birth.
The user enters the invite code and activation code from the letter. The codes decrypt the patient's record, allowing the person registering to see the record.
The user enters an email address, password and security question.
PKB sends a confirmation message to the email address of the user.
The user clicks the link in the confirmation message, linking the address to the patient's record.
The user can log into PKB with this email address and password to see their record.
If the codes have expired, a coordinator in the Umbrella team can add the patients email address to the PKB record, automating a registration email to the patient.
The letter
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Why this letter works
The text the letter has been perfected from repeated experiments across different hospitals. Varying from this letter leads to cash releasing benefits from lower registration rates and lower engagement because patients do not understand what they need to do. They also cause higher technical support costs for the hospital and to PKB, along with complaints and negative reviews. So PKB requires all customers to use this letter, and changes must be agreed with PKB to prevent lower benefits and higher costs.
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