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Why:
On average a Trust has XXXX % a high volume of mobile phone numbers. These numbers are actively updated and therefore an up to date source of information.
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SMS Token - You can either generate these SMS yourself, or you can work with your outsourced mailing company such as Synertec. This method gives a unique code to the patient to register for their account, when the click the link in the text message.
SMS Link - that directs them to use the NHS login to verify identity and create a PKB record.
Whichever type of SMS you choose, NHS providers can send a certain amount of SMS messages free of charge. For more information, please contact your PKB team.
Recommendations
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Use just one SMS. This is cheaper and is important to avoid splitting and voiding the token codes or the web addresses.
Make sure the SMS is clear and concise and either
directs the patient to the Trusts webpage with a registration button and attached FAQs for patients to ensure they understand what and why they are being asked to register and what is the benefit for them. Link to more information here
Or by clicking the token is directed to the PKB pre-populated registration page.
If there is a need to send more than one SMS, think about the message being sent and consider splitting this into two SMS. For example, first sms could be an explanation of why you want the patient to register, i.e. to view letters or to complete a questionnaire. Second, then could be the SMS to provide the link to do so.
Examples of SMS Token
Access your online health record from [Trust Name]. Register at http://joinpkb.com/?t1=xxxxxxxxxx&t2=yyyyyyyyyy More info [trust web link]
Example SMS Link
[Trust Name] invites you to access your health record details through Patients Know Best (PKB) via the NHS App. For more info: [Trust website]
[Service Name] are moving over to secure messaging and would like you to register. Click [trust website]
You are currently on our [insert speciality] waiting list for an outpatient appointment or
procedure/surgical treatment. We are reviewing our waiting lists and require some further
information from you. Please click on the following [trust website] to sign
up to our patient platform, Patients Know Best, where you will find a short questionnaire to
complete.
It is important for you to complete this questionnaire as you may be discharged to your GP
and removed from our waiting list if you do not.
Thank you,
[Trust Name]
PKB also recommends that comms is available to patients prior to a mass SMS registration campaign or continued use of SMS registrations as patients will have questions when they receive the SMS. Answering these questions is easy if you have prepared in advance, and the patients will happily proceed when they trust that you trust the security and privacy of Patients Know Best. But if the patients cannot quickly find these pre-prepared answers some of them will assume there is a fraudulent attempt to access their health care data. So it is important to do the following.
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