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Finding the Appointments screen
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Navigating the appointments page
The appointments page is divided into two sections, upcoming & past appointments. You can click on any appointment to view the full details for that appointment.
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Upcoming appointments are ordered in ascending date order and past appointments are ordered in descending date order.
How do I access additional appointment resources?
Click on any appointment name to view full details on the 'View appointment' page
On the 'View appointment' page you will see all the appointment information at the top of the page and a number of resources below to help you prepare for your appointment.
View Library
This takes you to the library section where you may find resources from the organisations providing your care. This could include contact details, clinic maps, appointment guides and other resources relevant to your health and care such as condition-specific leaflets, links and guidance.
Add a journal entry
This takes you to the Journal section where you can document notes, questions or goals prior to your appointment. You can also document your well-being & history in preparation for the appointment.
Track your symptoms
This takes you to the Symptoms section where you can monitor and track your symptoms leading up to the appointment.
See more documentation
This takes you to the Events & messages section, where you can view messages from your team which might include previous clinic letters, details of visits and pre-consultation questionnaires in preparation for your appointment.
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How can I change the privacy of an appointment?
Click on the options menu (ellipsis) beside the appointment you wish to edit the privacy label and select 'Change privacy'.. Note: changing the privacy may result in some professionals and carers no longer being able to view the appointment.
See Privacy labels for more details on what privacy labels are.
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How can I see details on who added an appointment?
At the top of each appointment you will see the name of the user who added your appointment and an icon to represent what type of user they are:
Data from verified organisations & users will be represented by a medical institution icon
Data from patients, carers or professionals outside of PKB verified institutions will be represented by a person icon
Data from a device will be represented by a watch icon
If you click on the name of the user, a pop-up box will open with source information for that appointment which includes details on who sent the data, when they sent it and how.
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Managing appointments
Appointment messaging
Some organisations offer appointment messaging through your Patients Know Best record, this allows you to send secure messages to reschedule or cancel your appointment to the appointments team. If the organisation that added the appointment offers this service, you will see options to reschedule or cancel your appointment up until 72 hours prior to your appointment. This service is available via the PKB web application or the NHS App.
Ask to change your appointment
If the options to cancel or reschedule your appointment are available, they will appear both in the actions menu and alongside the appointment details. Select the option you wish to use. Once you have selected an option, you will be taken through a series of screens to write and review your request before sending it.
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Sending a request
Once you send your request, the message will go to the organisation’s nominated appointments team. You will then see a ‘View your request’ button beside the appointment, which will take you to the message sent.
The organisation can then update the appointment and respond to you.
When enabled by an organisation, this feature is available whether you are accessing your record via the NHS App or using a web browser.
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View your request
If you have asked to cancel or reschedule your appointment, you will be notified by email when the organisation responds, You can also click on the ‘View your request’ button beside the appointment, which will take you to the message thread, or find it in your Events & messages inbox.
Third-party appointment management
Patients Know Best offers organisations the ability to send appointments from a third party system such as DrDoctor, which can be managed through your Patients Know Best record. If the organisation added the appointment you will see options to manage your appointment.
Manage your third-party appointment
If the option to manage your third party appointment is available, it will appear in the actions menu. Once you have selected an option, you will be taken to the third party appointment system; either directly if you've logged in using NHS login, or to their login page if you logged in using your PKB username and password. If you are managing your appointment for the first time using NHS login, you will be asked to share some of your NHS login information with the third party partner, and will need to agree to continue.
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Managing your third-party appointment in DrDoctor
What happens when I manage an appointment in DrDoctor in for the first time?
When you click on manage appointment, for an appointment from DrDoctor, and have logged in to PKB with NHS login, you will be asked to share some of your NHS login information with DrDoctor. If you have logged in with your username and password you will be taken to the DrDoctor login page.
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How can I cancel my appointment in DrDoctor?
Next to the appointment, click on the options menu (ellipsis) beside the appointment you wish to cancel and click on ‘Manage’. This will take you through to DrDoctor. Once in DrDoctor click on ‘Cancel Appointment’. The cancellation will be sent to the appointment booking system. When PKB receives the appointment update a notification will be sent.
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How can I reschedule my appointment in DrDoctor?
Next to the appointment, click on the options menu (ellipsis) beside the appointment you wish to reschedule and click on ‘Manage’. This will take you through to DrDoctor. Once in DrDoctor click on ‘Change Appointment’. The request will be sent to the appointment booking system. When the appointment is rescheduled, PKB will receive the appointment update and a notification will be sent.
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How can I return to Patients Know Best after managing my appointment in DrDoctor?
Click on ‘Return to Patients Know Best’ in DrDoctor.
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Can a carer manage my appointments in DrDoctor?
No, this integration does not currently allow carers to manage appointments on a patients behalf in DrDoctor.
Can I manage my appointments in DrDoctor if I’ve accessed PKB from the NHS App?
If you are accessing PKB from the NHS App via the ‘Hospital and other appointments’ jump off point, you will access the main appointments page, which includes all appointment functionality including the option to manage third party appointments.
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If however, you are accessing individual appointments from the NHS App Wayfinder appointments summary page, you will only be able to access certain appointment functionality and will not see the option to manage third party appointments.
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Adding your own appointments
How can I add an appointment?
Click 'Add appointment' and then complete the form.
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How can I edit an appointment?
Next to the appointment, click on the options menu (ellipsis) beside the result you wish to edit and click 'Edit'. '. You can add a status to an appointment of 'Did Not Attend' or 'Cancelled' when editing appointments. Please note, you can only edit appointments that you have added. If an appointment has been added by the team caring for you, they will have to change the appointment.
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How can I delete an appointment?
Click on the options menu (ellipsis) beside the appointment you wish to delete and click 'Delete'. This option will only appear for appointments that you have added to the system yourself.
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GP Appointments
How can I book a GP appointment?
Click on the 'Book GP appointment' button.
If you have not used the service before, you will need a registration letter from your GP to use this. Further information can be found on our GP online services help pages.
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How can I cancel a GP appointment?
Click on 'Cancel' beside the appointment that you would like cancel. Once cancelled, the appointment will no longer appear on your Appointments page. For more information please see the GP online services page.
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