Everyone so often I get a notification from the NHS App and an email saying I have a new message on Patient Knows Best. I follow the links and most times all it says: [NHS Provider] Updated Inf... See more
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Review summary
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Fantastic service and collaboration from the PKB team. The app is fantastic, and we chose to partner with them for many reasons, mainly because they are leading the way in the achievement of single pa... See more
Company replied
My first attempt to register my wife and I ended in failure as I had been trying to use a single email address for us both. I spent several hours trying to cancel and re-enter the system. I decided... See more
I was having difficulty registering for PKB. I emailed, and was talked through - via email - what to do. Eventually my wife took over as nothing was working out, daily emails for over a week, until ev... See more
Company replied
Company details
Information provided by various external sources
Patients Know Best (PKB) is Europe’s largest personal health record platform, enabling patients and healthcare professionals to access real-time health information - anytime, anywhere. As the world’s first patient-controlled personal health records system, PKB facilitates borderless, integrated care wherever the patient needs it. That means any healthcare provider, whether in another area of the country or another part of the world, can immediately access all the information they need to support improved clinical decision making and the best patient care. Everything from test results, care plans, real-time monitoring data and discharge summaries, to the patient’s own data - either uploaded from their journal, wearable devices or using symptom tracking, are all available in one patient record. This also reduces the need for professionals to request background information from the patient’s regular healthcare team. In 2020, PKB became the first personal health record (PHR) to integrate with England’s national health platform - the NHS App. This extends the NHS App’s current features and sharing of GP data, to allow patients to access PKB’s full health and care record and functionality, direct from the national NHS interface. For more information on the features and benefits of Patients Know Best, visit www.patientsknowbest.com or email enquiries@patientsknowbest.com.
Contact info
Cowley Road, CB4 0WS, Cambridge, United Kingdom
- help@patientsknowbest.com
- www.patientsknowbest.com
3.3
Average
626 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 58% of negative reviews
Typically replies within 2 weeks
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Very supportive and professional ional…
Very supportive and professional introduction to CBT. Even though it was my 1st session,I am now more knowledgeable and informed regarding thought processes and behaviour changes. The health care professionals providing CBT are exceptional, professional and kind.Also the insight and support from my fellow patients is invaluable and so productive going forward. Very lucky to be a part of the programme.
8 December 2025
Unprompted review
Reply from Patients Know Best
Thank you so much for your review, it’s great to hear how positive your experience has been, and we’re really glad PKB could play a part in helping you along the way.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Share your information between healthcare providers
It was frustrating at first as I had forgotten a Trust in another area had registered me so I got completely confused when 'registering' as the first Trust came up. However, upon making my query clear in contacting the team, they were really helpful and told me where to find their Trust on the portal as currently, the original one shows up on the main page and they can't change it.
It's really important to share your information between providers as one provider may have some information that is relevant/vital to diagnosis/treatment with another provider.
8 December 2025
Unprompted review
Reply from Patients Know Best
Thank you so much for your review, and for sticking with it despite the initial confusion. I’m really glad the team could help clarify things and guide you to the right place in your PKB record.
We couldn’t agree more with your point about information sharing between providers, we want patients to be able to manage that sharing easily and feel in control, it's exactly what PKB is here to support.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
50% of my medical information…
50% of my medical information appointments, medication, history, the list goes on.is missing from this site and It’s so difficult to navigate and impossible to get the information you need. I can’t understand why my practice are still using this platform. And it interferes with my NHS platform.
5 November 2025
Unprompted review
Reply from Patients Know Best
Sorry Nick, I understand feeling frustrated if some of your information isn’t there yet. PKB provides the platform for clinical teams to share health data with their patients; our aim is for every person to have meaningful access to their own record. What currently appears, however, depends on the information that your GP or hospital has chosen to share. Some use our full functionality and share all types of information, while others introduce it in stages.
PKB certainly shouldn't interfere with your NHS services. We're fully integrated with the NHS App and NHS login. If something doesn't seem right, please get in touch at 📧 help@patientsknowbest.com; we’d really like to understand more and help. You may also find it helpful to look through our user guide for tips on navigating your record: manual.patientsknowbest.com
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Awful awful awful you cant get access…
Awful awful awful you cant get access to your records or messages this is set up for your data to be given to anyone with computer knowledge and get your personal information
4 November 2025
Unprompted review
Reply from Patients Know Best
Hi there,
I’m sorry this has been a frustrating experience.
Your PKB record is protected to NHS-level security standards, and all clinical data is encrypted, both when it is stored and when it is in transit. Only those with permission can see your record, and you can permit or revoke access at any time via the ‘Sharing’ page.
PKB doesn’t sell or share your data, nor allow open access. We're a B Corp and social enterprise, with a mission to give patients access and control over their health record data.
If you've recently registered and there's very little data showing, it’s likely because your teams haven’t started sharing data yet, or they’re releasing data in phases. If you're having trouble accessing your information, or need any support at all, please contact us on the email below. We’re here to help.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Knows Best review.
Recently read the results of my PSA level on Patients Knows Best.
Their results were totally inaccurate which was a cause of considerable concern.
I shall be now requesting for my GP practice that my account with this company be deleted.
My advice to patients would be to await test results from the GP practice or to use the NHS app.
Patients know best is a private company.
1 October 2025
Unprompted review
Reply from Patients Know Best
Hi there,
We're very sorry to hear about this. PKB doesn’t enter or alter your test results directly, we securely display the data that has been shared from your healthcare provider’s clinical systems.
Each test result in your PKB record includes details of the organisation that shared it. That organisation can check or correct anything that doesn’t look right. If you have any trouble finding the right contact, please get in touch and we’ll help you connect with them.
Each service involved in your care holds its own part of your record, often in various different systems, digital and on paper, that patients don’t usually have direct access to. PKB brings that information together securely in one place, so you and your care teams can view it when needed.
If you’re able to see hospital test results via the NHS app, it’s likely because of the service provided by PKB. We were the first PHR to link with the NHS app. You can also retrieve your GP record in PKB, the same GP data that is available in your NHS app.
PKB is an independent, certified B Corporation and social enterprise, a force for social good, built on transparency, and giving patients control of their own information.
Please reach out if you need support, we're here to help!
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Terrible
Terrible. Limited data. Hospital appts not often recorded or letters and outcome or imaging etc.. Compared to “MyChart’ which is outstanding in every way.. why don’t all NHS hospitals use MyChart????? Must be cost is all i can think of.
23 October 2025
Unprompted review
Reply from Patients Know Best
Hi there,
I understand it’s disappointing to log in and find that some information isn’t available. To explain, PKB provides the secure platform, but the information you see depends on what your connected healthcare organisations are sharing at this time. Some providers already share a wide range of data types, while others are taking a more phased approach.
If you’d like, we’d be happy to check whether your local service has plans to release more data types in the near future. We’re here to help.
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Great user experience
Great user experience, really great to have all my data in one place.
11 October 2025
Unprompted review
Reply from Patients Know Best
Hi Emily,
That’s lovely to hear, thank you for taking the time to share your experience! ⭐️
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Absolutely horrible service
Absolutely horrible service. I have not been able to access my important medical records for over a year now. My account has frozen and every attempt to reset fails. I have complained many times to no avail. You cannot call them. This is a complete waste of public money and no-one is held accountable for the appalling service that they provide.
8 October 2025
Unprompted review
Reply from Patients Know Best
Hi Jules,
I’m so sorry to hear you’ve had such trouble. We’d never want to leave someone stranded. I can’t find a support ticket under the name you’ve used here, but please do contact our support desk via help@patientsknowbest.com, we’d really like to assist.
As you're unable to pass the security check for the password reset, the PKB admin team at your local NHS Trust can manually verify your identity and reset your password and security details for you. You can find their contact information on our help pages: support.patientsknowbest.com (search: "contact details for password enquiries").
Alternatively, if you’ve previously accessed your PKB record using NHS login, you can sign in again using those details instead.
Please don’t hesitate to get in touch, we’re here to help you.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
If I could have given no stars I would…
If I could have given no stars I would have done!!
What an awful idea, who came up with ths crappy system, you cannot find anything that you actually want. There are no obvious ways to get to any of your own test results.
It is truely an awful system!!!
8 October 2025
Unprompted review
Reply from Patients Know Best
Hi Ann,
I'm really sorry to hear you’ve had a frustrating experience. That’s absolutely not how we want patients to feel when using our platform.
PKB is designed for the patient to have real-time access to their health information The test results page is one of the most visited areas on the platform, and we release around 20 million results every month for patients to view.
Your PKB record reflects the data your healthcare providers have chosen to share with you at this time. Some organisations are fully integrated and using all the features PKB offers; others are rolling it out in phases, which can affect what you see and when.
We’d be very happy to guide you through what should be there, where to look, and what to expect. Please send us a message 📧:help@patientsknowbest.com and we’ll do our best to help.
Lisa
Patients Know Best
support.patientsknowbest.com (help desk)
wiki.patientsknowbest.com/space/MAN (user manual)
Our Dr surgery knows nothing about this…
Why do our actual doctors not know about this website? We can already access our info on the NHS app. Isn’t this just another way of spreading our information around and having too much detail out there? What’s wrong with the NHS app
3 October 2025
Unprompted review
Reply from Patients Know Best
Thanks for your feedback. Your GP practice may not be actively using PKB to share data with you at this time, though every patient in England can retrieve their GP data into their PKB record via NHS login. If you received an invitation to register with PKB, it’s likely this came from your hospital or NHS Trust, rather than your GP. You can check which organisations are sharing data with you by visiting the “Sharing” section of your PKB record.
PKB and the NHS App work together, PKB was the first personal health record integrated into the app. In many areas, you can access your PKB record directly from within the NHS App using your secure NHS login, providing a single front door to more than just GP data, including hospital appointments, test results, care plans and more.
Your information is held securely, and only NHS teams involved in your care, or those you choose to share with, are permitted access to it. If you’d like help checking what’s available in your area or how your local teams are using PKB, feel free to contact our support team. We’re happy to help.
Lisa
📧: help@patientsknowbest.com
Patients Know Best
seems a waste of public money
seems a waste of public money, nothing is relevent or up to date, the discuss tab on prescriptions leads you nowhere, unable to discuss anything.
29 September 2025
Unprompted review
Reply from Patients Know Best
Hi Jean.
Sorry that you're not seeing the information you expect, I completely understand why that would feel disappointing.
Just to explain briefly: PKB provides the secure platform for your health record, but it's your healthcare teams who manage the data shared, and decide which features to utilise. If your record appears to be limited, it usually means data sharing hasn’t been fully set up yet by your provider. For example, you might see clinic letters, while other types of information, like test results, aren’t yet feeding through.
PKB supports secure messaging, so patients can contact their care teams from within their record. However, if this feature hasn't been enabled by your teams, it would explain why you’re unable to start a discussion with them at this time. If there’s something you’d like to see in your record or a feature you wish could be utilised, we recommend informing your care team and/or the local PKB team at your hospital, as patient feedback can influence what services are prioritised.
If you need help finding the right contact details, or if you'd like us to confirm what's currently available in your area, please get in touch with our support team, we're here to help!
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
I received to text from pkb 13/09/2025hem…
I received to text from pkb opened them only to find i have moved from worthing west sussex to croyden 42 miles away i have tried to change the address but not able to, then i tried to login to my account did not recognised my password this is ever time i try to login i have the same password.
This has taken 2 hours to open pkb give your self a big pat on your back for a crap job not well done.
14 September 2025
Unprompted review
Reply from Patients Know Best
Sorry to hear this, Allan!
If you've previously used NHS login to access your record, this is the quickest way to log back in.
If this is not an option for you, please reset your PKB password. If you're unable to remember your security answers, contact your local PKB team to regain access: https://support.patientsknowbest.com/en/support/solutions/articles/11000130677
In PKB, you can see the personal contact details that your hospitals, GP, and other providers have on file for you. This makes it easy to spot and fix any outdated information with them directly, ensuring your records are always accurate. Any updates you make with your providers will automatically show up in PKB.
To review the organisations connected to your record, please navigate to the sharing section.
For further assistance, please contact our support team, we're here to help!
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Could not Register with PKB
I was having difficulty registering for PKB. I emailed, and was talked through - via email - what to do. Eventually my wife took over as nothing was working out, daily emails for over a week, until eventually I was able to Register. Many thanks to Peaches Wilkes for her fantastic patience with us, and her knowledge at sorting out the problem!
21 August 2025
Unprompted review
Reply from Patients Know Best
Thank you for sticking with it, John! It’s great to hear that you reached out to our support team, and that Peaches was able to guide you through registration. I’ll make sure your kind words are passed on to her.
Really appreciate you taking the time to leave a review. If you ever need support with your PKB record, please don’t hesitate to get in touch 😊
Lisa
📧 help@patientsknowbest.com
Patients Know Best
Inportant documents that I could not download
I had a very inportant appointment at the hospital they sent me a letter to which I could not download. Which is very frustrating especially as it's to with your health. I could not get into app as it was saying it was wrong password. I filled out a form to get a ticket to complain and get help cancelling the app I did this 3 times and knowone bothers to get back to you. This app is not good and in my opinion it's just another way for the government to make money. I need to someone to contact me and give me instructions to cancel app and delete my personal information to do with my medical history. If not I'm going to my local mp to report this I'm not happy what is point of having if you can never see your medical notes it's useless
18 August 2025
Unprompted review
Reply from Patients Know Best
I’m so sorry for the frustration you’ve had trying to log in, and for the delay in our response.
I believe we’ve replied to your support ticket with step-by-step guidance on how to access your record or reset your password. We've also sent the contact details for the local PKB support team at your hospital, as they can help directly with login issues, record access, and anything that needs verifying.
Please don’t hesitate to get back in touch if you need anything else, we’re here to help.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Reply from Patients Know Best
Great to hear it! Thanks so much for leaving a review 🌟
Lisa
📧: help@patientsknowbest.com
Patients Know Best
I couldn’t download consultants letters.
21 August 2025
Unprompted review
Reply from Patients Know Best
Hi Patricia,
Sorry to hear that. Could you kindly contact our support team and let them know more about the issue, for example, whether the letters weren’t available in your record, or if something went wrong when trying to access them?
PKB provides the platform, while it’s your healthcare team who decide what information is shared. If something’s not working as expected, we're here to help. You can reach the support team: at help@patientsknowbest.com
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Brilliant product
We recently worked with the Patients Know Best technical team on an integration project, and found the collaboration to be really straightforward. The team were professional, responsive, and a pleasure to work with. Their platform is an excellent way to support a unified health record, making it easier for patients and professionals to work from the same information. We look forward to continuing our partnership with the team at PKB.
16 July 2025
Unprompted review
Reply from Patients Know Best
Thank you for the kind words and for sharing your experience! 🌟 Great to hear everything went smoothly with the integration and that the platform’s working well.
We're here to help so if you ever need support, please reach out: 📧: help@patientsknowbest.com
Lisa
Patients Know Best
Fantastic service and collaboration…
Fantastic service and collaboration from the PKB team. The app is fantastic, and we chose to partner with them for many reasons, mainly because they are leading the way in the achievement of single patient records. Shortages of data are outside of their control, and time will see this improve. But now, PKB means people using our tests can see their results in the NHS App, which is great for our customers. Thanks for an overall great product, service and experience.
15 July 2025
Unprompted review
Reply from Patients Know Best
Thank you so much for taking the time to share your experience 🌟 Great to hear the integration is adding value by making test results more accessible. We really appreciate the partnership, and your kind words!
Lisa
📧 help@patientsknowbest.com
Patients Know Best
Patients Know Best
Patients Know Best has been a complete revelation to me recently. My aunt was admitted suddenly to Chelsea & Westminster Hospital after a fall which has required a complex operation and long term recuperation. Her son lives in Australia so was unable to be with her but because she had given permission to share her medical information via PKB he not only knew immediately she was admitted to hospital but has had access to her ongoing treatment. Despite being the other side of the world he feels informed, could reassure her in the confusion of a post-operative situation and can continue to support if she’s worried or unsure about what is happening. It would be even better if the platform could include surgeons notes and proposed care plans so patients families could help more with the process of rehabilitation?
For us PKB has meant both the patient and their family has been kept in the loop without needing to repeatedly ask questions and disturbing already busy staff. I just wish PKB was available to everyone, my parents live in the West of England and I’m crossing my fingers that the platform is expanded quickly.
12 August 2025
Unprompted review
Notifications of updates
Everyone so often I get a notification from the NHS App and an email saying I have a new message on Patient Knows Best.
I follow the links and most times all it says:
[NHS Provider]
Updated Information for [My Name]
That's it. I have no idea if the update is important as I don't know what has been updated and there are no other details or documents included.
31 July 2025
Unprompted review
Reply from Patients Know Best
Hi,
Thank you for taking the time to leave this feedback- would you mind telling me which Trust/Hospital you receive these messages from? It is not expected that these types of notifications are sent so it might be that they are doing it in error, if you would be happy to tell us which hospital this relates to we can investigate with them- please email us at help@patientsknowbest.com
Many thanks,
Chris
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