TABLE OF CONTENTS

Finding Your Appointment Information

When you receive a notification about an appointment in Patients Know Best (PKB), here's where to find the details:


Primary Location: The Diary Section

  1. Log in to your PKB record
  2. Click on the Diary tab in the main navigation
  3. Select Appointments from the dropdown menu
  4. Your upcoming appointments will be listed here with basic details (date, time, and department)
Important: The most complete appointment information appears in the appointment letter, not in the appointment listing itself.


Where to Find Your Appointment Letters

Appointment letters contain important details like:

  • Exact location (building, floor, room number)
  • Pre-appointment instructions
  • Contact information for the clinic
  • Any preparation needed (like fasting before a blood test)

These letters can be found in the Events & messages section of your record, typically 1-3 days after the appointment appears in your Diary.


Timeline for Appointment Information

Understanding when information becomes available can help manage expectations:

  1. Initial notification: You receive an email notification that an appointment has been added to your record
  2. Basic details appear: The appointment shows in your Diary section with date and time
  3. Detailed letter follows: The complete appointment letter appears in Events & messages, usually within 1-3 days
  4. Postal backup: Some hospitals also send a physical letter by post as a backup wheras others will only send a postal letter if the digital copy hasn't been read.
If your appointment is very soon and you haven't received the detailed letter, contact your healthcare provider directly.


Cancelling or Rescheduling Appointments

If you need to change or cancel an appointment:


Using PKB (if available)

Some healthcare providers allow appointment management directly through PKB:

  1. Go to your appointment in the Diary section
  2. Look for Cancel or Reschedule options in the actions menu
  3. These options will only appear if:
    • Your provider has enabled this feature
    • It's more than 72 hours before your appointment
  4. Follow the on-screen instructions to request the change

Contacting Your Provider Directly

If the online options aren't available or your appointment is within 72 hours:

  1. Check your appointment letter for contact details
  2. Call the number provided on your letter
  3. If you can't find this information, use our directory of appointment contacts to find your provider
Remember: The PKB support team cannot change, cancel, or provide details about your appointments. Only your healthcare provider can help with these requests.


Common Appointment Questions


I've received a notification but can't see any letter

This is normal - the notification indicates an appointment has been added to your record, but the detailed letter usually follows later, either to your record or by post depending on your healthcare providers procedures. Check the Events & messages section over the next few days, or contact your healthcare provider if your appointment is imminent.


I need to know where my appointment is being held

If your appointment is soon and you don't have the location details:

  1. Check the Events & messages section for the appointment letter
  2. Call the appointment number on your provider's website
  3. Use our directory of appointment contacts to find the right department


I have a question about preparation for my appointment

For clinical questions (like whether fasting is required for a blood test), always contact your healthcare provider directly. The PKB support team cannot provide clinical advice or appointment-specific information.