PKB supports trusts' elective recovery plans for Waiting List Validation (WLV) with our understanding that it's about capturing more and better data about patients waiting on lists.

Waiting list validation via PKB can be done extremely quickly and efficiently to meet the current NHSE deadlines using a manual workflow that requires no technical integration, so this should not be seen as a limiting step.

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Trusts can use PKB to validate patients regularly using the questionnaire tool, checking if they still need to be on the list, who can travel to other surrounding hospitals for their appointment and who is available at short notice if cancellations occur. The trust team removes any patient no longer needed on the list, ensuring the waiting list is accurate and up to date and allowing other patients to be treated quicker by utilising appointment slots in the trust and surrounding hospitals.

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This is the suggested manual workflow PKB can help you set up. Contact your Success PM for further guidance.

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Use cases 

Mid Yorkshire Hospitals NHS Trust

Completed a trial implementing tailored Waiting List Validation Questionnaires sent to patients via PKB across 14 clinical specialities. With patient response rates of 50-80%, they achieved an immediate 6% reduction in the waiting list and an estimated £14,000 saving in clinical costs if the patients who were discharged had missed appointments. With proven positive impact, this is now being expanded across more specialities, integrating automation for more effective pathway management. To read the full case study, click here.

• 6% of patients requested to be removed from the waiting list, resulting in improved efficiency and reduced backlog. 

• Estimated cost savings of £14,000 in clinical expenses for a small cohort by avoiding unnecessary Did Not Attends (DNAs).

• 94% of patients requested to remain on the waiting list, ensuring appropriate prioritisation and care delivery - of the patient responses received, 48% were submitted via PKB, with 47% completed within 2 hours. This rapid response time provided the Trust with a real-time snapshot of the waiting list, which is essential for effective management in the face of constant changes.

Example Advanced Questionnaire (AQ) template

University Hospitals of North Midlands

As part of a nationwide programme, UHNM is using PKB APIs to trigger the sending of questionnaires to patients, gathering BMI stats from patients awaiting surgery. They use this data to decide whether their surgery is still okay to proceed or whether patients must be put on a weight management programme or delay their surgery.

• Focused on the provision of digital weight management services that can be delivered flexibly, without the need for people to travel

• Promote rehabilitation for surgery 

• 12 weeks programme

• The pilot programme is for a 12 month period

Hull University Teaching Hospital

Key features 

All services validating waiting lists can use key PKB features to capture data. Below is a list of them.

Questionnaires 

Patients can initiate a questionnaire by clicking Start Questionnaire on their homepage or directly within the NHS App. Once completed, the questionnaire can be sent to a professional or team.

Teams using the questionnaire tool can ensure the outcome of clinical reviews is recorded, and the patient has a copy. Teams can also identify patients suitable for virtual appointments or PIFU.

Advanced Questionnaires 

PKB’s advanced questionnaire functionality includes:

• Scoring and calculations

• Branching, allowing patients to complete the parts of the questionnaire that are relevant to them

• Coded fields questionnaires can be mapped to clinical codes

• Patients can save drafts

• Send questionnaires to patients who aren’t registered or already in your team

Workflow 

Validate the Trusts Waiting list in line with NHSE. 

Patients will be added to the team, and a questionnaire will be sent asking if they still want their appointment. Once the Trust collects the response, they can Validate their waiting list and either discharge the patient from the PKB team or keep the patient in the team, sending a waiting list validation Questionnaire as needed and in line with NHSE guidelines. For those patients not registered in PKB, the Trust will send a digital letter to the patient's PKB record or SMS to encourage them to register for PKB and complete the waiting QA.

Example goals for WLV team

Reduce waiting list for the ………… team by December 2025 (... months post admin team go live) from (current waiting list times) to ( %) by validating all patients on the waiting for appointments by sending them a digital questionnaire through PKB instead of by post or not at all.  Current waiting list rates are (%). …. months post-going live, the team compared the waiting list of patients with and without a PKB record. It is a local NHS priority to reduce waiting lists to save money.

Reduce the number of missed appointments (DNA) for the rheumatology team by Sept 2025 (12 months post team go live) from (current missed appointments) to ( %) by sending all appointment letters and appointment details into PKB instead of by post. Current missed appointment rates are (%). 12 months post-going live, the team compared missed appointment rates of patients with and without a PKB record. It is a local NHS priority to reduce missed appointments to save money.

Further information

• Digital support at every stage of the pathway, how PKB can support trusts with their elective care pathways

• Mid Yorkshire Teaching NHS Trust uses Patients Know Best for Waiting List Validation case study

• Hull University Teaching Hospitals NHS Trust's journey with PKB is utilising PKB to capture data ahead of appointments, freeing up capacity. This is being implemented across their surgical pathways

• The Rheumatology Team is seeing cost benefits in using PKB to streamline processes, saving admin time and money

• Waiting well: Prehab, staying well while waiting for surgery/treatment, including resources and information to check the patient’s situation