The organisation support team will operate as the first line of support for their patients. Queries such as password resets and registration reminders cannot be managed by Patients Know Best as they require access to the patient’s record and identity verification.
Second line technical queries should be sent to help@patientsknowbest.com which will raise a ticket in our support desk. The PKB support team will provide technical assistance and process patient de-registrations.
Support tickets requiring more in depth technical investigation or data point deletions will be escalated to our third line developer team.
Example first-line support queries
Access levels for Organisational Support Teams:
To deal with most first line queries the support team will need access to PKB using a coordinator login. This login will allow them to view demographic information of the patient, reset passwords and invite them to join the organisation. No clinical information is available.
To support other trust level queries the support team will need to use a professional login, as they will need to see clinical information within the patients PKB record and cross check this with the Organisations PAS, but as the patient records team has no data access by default it is likely the support team will need to break the glass to access the patient's record.
Registration advice
Some patients may require support with the registration process. For example, if a patient is unable to locate their original email invitation, a coordinator can locate the patient’s record and trigger a reminder email.
Please see our list of Frequently Asked Questions.
Password reset
Patients are able to reset their own password by confirming their security information. However, if this information is not accepted, a member of the organisation support team will need to verify the patient’s identity. Once the patient has been verified, a coordinator can trigger a password reset from within the patient’s record. This will allow the patient to create a new password and security question.
Clinical queries
Patients may contact with questions about the clinical data within their record, such as their test results or appointments. Patients Know Best does not have access to any clinical information in patient records and is unable to assist with these queries.
Update personal information
Patients may contact the organisation support team to update the demographic information within their hospital record. Patients may also wish to change their registered email address.
Deregistration
If patients wish to de-register from PKB, the organisation support team can provide help and advice. If the patient still wishes to remove their access, the coordinator will need to verify the patient’s identity and send the de-registration request to help@patientsknowbest.com. PKB will require the patient’s email address to locate the record and remove access.
Data Quality Issues:
If patients report to PKB a letter is not displaying correctly or an appointment states DNA when in fact they did attend. Or maybe a lab result is displaying incorrectly, PKB can not see this information within a patient's record as the data is encrypted. The organisational support team can log into PKB using a professional login and investigate the reported issue. Once investigated i.e. cross checked PAS with PKB to determine outcome, can then relay this back to PKB or the relevant parties within the Trust.
Most common queries here are:
Letter / Document not displaying correctly or missing form account
Appointment displaying incorrectly / mis information or missing form account
Incorrect letter uploaded to PKB
Pathology / Radiology missing or incorrectly displayed.
Organisational Admin:
Aside from general first, second and third line support, the Organisation will need key individuals to access to The Organisation Administrator Account, to complete certain administrator functions such as checking for demographic mismatches between PKB and incoming HL7 feeds e.g. from the laboratory. This is a minimal role that requires a minimum of two people to hold and generally involves checking this account once a week or twice a month to cross check data. Click here for information on the Org Admin functions
Privacy Officer:
The privacy officer (PO) user in PKB is a user who monitors and enforces correct usage by their organisation from a privacy perspective. Generally the Privacy Officer Role does not sit within the organisational support team but you do need to know who holds this role within the organisation in case you or PKB get any queries that need to be actioned. Click here for more information on the functions of a Privacy Officer.
For further information please speak with your PKB Project manager.
Example Second and Third-line support queries
There are some queries which the trust team cannot support a patient or clinical professional with. These can be any technical support of the platform; such as feature requests, technical investigations and data point deletions.
On every page of PKB there is a support code which can aid PKB’s support and technical support investigations. When contacting PKB, it is important to include this information to speed up the investigation from the teams.