PKB will send notifications to users via email when there is activity in their account. The email sent is specific for the logged-in user type, e.g. patient, professional, the activity being performed and the language preference of the user.

Email notifications are sent from no-reply-uk@patientsknowbest.com.

Email notifications to patients and carers

Patients are notified immediately about important data added to their record, for all other data PKB throttles the notifications so only one email notification is sent each day.

Carers also receive email notifications about changes to a patient's record. This is so that a carer can keep up to date with the patient's health and respond on behalf of the patient.

For more information about the email notifications sent to patients and carers, please read our manual. The full text of emails sent to patients and carers can be found here.

Email notifications to professionals

Professionals are notified when they receive a message from a patient, are added or removed from a team or receive an invitation. For more information about the email notifications sent to professionals, please read our manual.

Automatic CC is a feature that allows teams to automatically receive secure messages as a group rather than as individuals. For teams who have this feature enabled, everyone in the team who is contactable receives a copy of the message. The feature is being piloted at the moment. If a team is interested in this feature, please speak to the customer success team.

Personalise email notifications

What are personalised email footers: 

Organisations can add custom text and/or a logo to the footer of the email notifications that are sent by Patients Know Best (PKB) to their patients and professionals. 

Email notifications are sent to patients by PKB whenever their record is updated, for example if data or a new team or professional is added. Email notifications are also sent to professionals if they are directly messaged on PKB. Every email notification a patient or professional receives will include the organisation's footer. 

Adding an organisation’s logo or text can make email notifications appear more familiar to patients and highlight their importance.

 The orange box in the image below shows where these appear.

Why do we use personalised email footers: 

Personalised email footers are a scalable way to give information to patients in an email invitation before they have registered for their PKB account. They can be used to reassure patients that PKB is legitimate software being used within the organisation, linking the patient to the organisation's website with further information. They can also allow organisations to have their own first line support identified for users in their organisation. 

Personalised footers can also be used to promote registration through the NHS login. As the footer will be available to patients on all notifications, if a non-registered patient receives a notification to view their record, it can be used to direct them to the NHS login to register. 

How: 

We recommend using a logo around 240x 60 pixels. The logo should not be bigger than 600 pixels.

We advise keeping any text short for usability reasons. Links can be added too if required.

For more information on how to utilise this feature and further examples of email notifications, please contact your Success PM.