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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What people talk about most
Reviews shaping this summary
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
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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
3.2
Average
631 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 55% of negative reviews
Typically replies within 2 weeks
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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
The idea of being told about…
The idea of being told about appointments and having information before the dr informs you is a great idea however! Why is the information not explained in detail ? it may say you have a hospital appointment but it does not say which hospital ,crazy! and this applies to just about everything I have seen on this site.
26 July 2025
Unprompted review
Reply from Patients Know Best
Hi Derek,
I understand you’re having trouble finding some appointment details in your record. For hospital appointments, there should also be a corresponding appointment letter. You'll find your letters in the Events and Messages section of your PKB record. If a letter isn’t visible there, your healthcare provider may have sent it to you by email or post instead. We're happy to help guide you to where the information should be or who to contact at your hospital, please reach out to our support team on help@patientsknowbest.com
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Useless and Pointless
Three weeks ago, I got a message from PKB through the NHS app saying I had a letter from my consultant. This was very important because I was waiting for a major decision on my treatment, which is going to impact the rest of my life. I logged on and saw the letter. Around 30 mins later I tried to log on again to re-read it and it wouldn’t accept my password – the same one I had used just 30 mins earlier. So, I went through the password reset procedure. It takes you to a support ticket site with various fields to fill in (password resets can’t be done online in the normal way as with other organisations, and there’s no help centre to call), so I created the ticket. I got an automated email saying someone would contact me as soon as possible. Nine days later no-one had contacted me, so I raised another support ticket. This time it gave me a new ticket number and said, again, someone would contact me ASAP. Another week went by – nothing.
So, as a result of PKB’s own error and their non-existent technical support, I was effectively locked out of communication with my consultant – the exact opposite of why PKB exists - with no way of restoring it.
What exactly is the point of this organisation? By not working properly it actively harms patients by denying then access to their essential medical communications.
Recommendation: avoid PKB at all costs. Just use old fashioned letters, emails or phone calls to communicate because these things work. PKB does not. It appears to do nothing that established systems of communication don't already do and makes it impossible to fix the problem. It is a. useless and b. pointless. (NB. I want to de-register but it’s not clear how to do that either.)
2 July 2025
Unprompted review
Reply from Patients Know Best
Hi Ed,
I’m so sorry to hear about your experience, thank you for raising it. I’ve looked into your request history and I can see how this unfortunately played out.
Firstly, please rest assured that you can reset your PKB password independently at any time via this link: https://my.patientsknowbest.com/forgotPasswordForm.action
If your security details are not recognised, the next step is to contact your local trust administrator; they will verify your identity and restore access. You can also use your NHS login as an alternative way to sign into PKB.
We sent an immediate email response to you, with above guidance after receiving both of your support requests, along with a note inviting you to reply if you still needed help. However, I suspect these emails might have landed in your junk folder by mistake. And unfortunately, at the same time, a system message was triggered, confirming receipt of your ticket and advising someone will be in touch. That email should not have been sent and it has understandably set the wrong expectation.
I’ve made changes to ensure this doesn’t happen again, and I’ll also follow up with you directly via your support ticket. I'm really sorry again for the confusion and delay you experienced.
Lisa
📧 help@patientsknowbest.com
Patients Know Best
Still waiting on results
I was a big fan of Patientview. You always got blood results a day after they were taken. However Patient Knows Best is a very poor replacement.
I am still waiting for my June monthly blood results to be updated. This is about the third time I have had to contact PKB regarding this issue.
They responded by saying..yet again..I should chase up my health board.
I am dealing with a life threatening disease, dialysis and working. I have enough on my plate, without chasing up results.
The whole point of this app was for patients to easily access their test results.
Why should I chase it up?
I put all this in my reply to PKB and I have heard nothing back.
They really don't care.
Very poor attitude and very poor performance. Its a shame as the idea behind it all was excellent. It is just poorly executed.
16 June 2025
Unprompted review
Reply from Patients Know Best
I’m glad you contacted our support team, and thank you for your patience as we worked with UKKA to figure this out at the time. As I understand, the results hadn’t yet reached UKKA due to delays at the hospital lab. We appreciate how frustrating that must have been. Even when something’s outside our direct control, we’ll always do our best to make sure you’re informed.
Please don’t hesitate to get in touch again if you need any further support.
Take care and best wishes,
Lisa
📧 help@patientsknowbest.com
Patients Know Best
Contradictory times
My video appointment with physiotherapy was at 9.50. However, I received a confirmation that it was at 10.50 and consequently missed it. I can't get another appointment until July and have wasted this morning. When I rang to make another appointment, out-patients claims it doesn't send confirmation and this must have come from PKB.
3 June 2025
Unprompted review
Reply from Patients Know Best
Thanks for taking the time to leave a review, Rose. That sounds incredibly frustrating, especially with such a long wait for your next appointment.
We notify patients by email when new or updated information is added to their record. Our emails don’t include any clinical details, such as appointment times, just a prompt to log in. All clinical information in your PKB record comes directly from your hospital’s systems.
We’d be happy to take a look and help work out what happened. You can reach us at help@patientsknowbest.com.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
PKB review
On the whole PKB system updates quickly and test results are easily located. Downloading of clinic letters is simple but adding additional information from various departments is not as straight forward.
1 June 2025
Unprompted review
Reply from Patients Know Best
Thanks so much for the review! I'm glad you're finding test results and clinic letters easy to access.
Some departments may not yet be set up to share information, so you might not see everything straight away. More data is being added over time as systems connect to PKB. In the meantime, you can also add your own information, such as recording your appointments and notes, or tracking your symptoms.
If you’d like to check what should be available in your area or if you need any support, we're here to help!
Lisa
📧: help@patientsknowbest.com
Patients Know Best
I wrote earlier under 'Take Note'
I wrote earlier under 'Take Note'. I just wanted to let readers know I have been informed by my Health Trust my record has been deleted by PKB. I have no way of knowing that this has actually happened, I just have to take their written word of this action.
31 May 2025
Unprompted review
Not fit for purpose
Absolute rubbish. In the past I foolishly registered with this excuse of a system. The email address I used is now defunct. I have changed it many times to my current email address and PKB changes it back to the old one every time. Contacting the "help" desk about this merely results in buck passing. Shoddy and best avoided. After all why bother when your medical centre has ALL the information you need. A total waste of time.
Edit: your reply simply illustrates my point regarding buck passing. IF you provide transparency then surely you can arrange the change of email address, since it is in your best interest to do so as users of my data. As I have mentioned, I neither need or want your services, please remove my details.
21 May 2025
Unprompted review
Reply from Patients Know Best
Sorry to hear this, Paul. PKB is synced with your NHS record, giving you visibility of the details that your care teams have on file. If an old deleted email address re-appears, it’s because it’s still stored in your NHS record.
If any of your information is out of date, it’s important to update it directly with your GP or hospital. Any changes they make will then be reflected in your PKB record.
We know it can be frustrating to see outdated details; our aim is to give you transparency, so you can address any discrepancies and stay better informed about your health.
If there’s anything else we can help with, please don’t hesitate to reach out.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
No useful info, bring back NHS app
I used to be able to get information off the NHS app, eg test results, prescriptions (current and past). The PKB site is devoid of all useful info and just a puff site (full of hot air). I have no problem using private contractors, I just need something that works.
15 May 2025
Unprompted review
Reply from Patients Know Best
Thanks for your feedback. Just to reassure you, the NHS App is still very much available. The data you've accessed previously is part of the GP health record. If you've recently selected “Get my GP data,” in PKB, this will have started the process to pull that same data into your PKB record, but it will not remove it from your NHS app.
PKB is fully integrated with the NHS App, and through the service we provide, patients can also access hospital test results, correspondence, and more, all from within the app.
I know it’s disappointing if your PKB record isn’t showing all the information you were expecting. Some NHS teams are sharing a wide range of data types already, while others are taking a more phased approach. Please do reach out to our support team, we’d be happy to check what’s being shared by your healthcare providers and help you get the most out of your record.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Utterly pointless.
Utterly pointless.
I signed up after a prompt from my NHS Trust. There’s nothing there! Even less than the (patchy) NHS App if that’s possible. No appointments (past or future) no test results, no referral letters. It seems I have to created the content (no doubt so the App owner a sell it).
Don’t bother! It’s just another chancer trying to make a buck or two off the inadequacies of the NHS App.
9 May 2025
Unprompted review
Reply from Patients Know Best
Thanks for sharing your feedback, Mark. We understand it can feel disheartening to register and not immediately see the information you’re expecting.
Just to clarify, PKB is a secure platform that allows your NHS providers to share a full range of health information with you. Some providers have fully integrated systems that are regularly sending all data types, while others are releasing data gradually.
Your NHS Trust invited you because they already have a record for you in their system, and now that you're set up, you'll receive updates when new information is added. If you’re under the care of other trusts, they may also choose to share your data with you through PKB. We’d be very happy to check what’s available and what’s planned at your NHS trust(s), please reach out to our support team.
If you’re registered with a GP in England, you can add your GP record into PKB by logging in with NHS Login and clicking ‘Get my GP Data’ to start this process.
PKB was well established by the time the NHS app was introduced in 2020, and we're proud to be the first personal health record (PHR) integrated with it. As a social enterprise and certified B Corp, we’re committed to empowering patients with access to the information needed to better understand their health.
Best wishes,
Lisa
help@patientsknowbest.com
Patients Know Best
This is a completely useless service
This is a completely useless service. I registered years ago and there is not a single piece of information about my health in the entire app. A total waste of money
1 May 2025
Unprompted review
Reply from Patients Know Best
I’m really sorry to hear you’ve been left disappointed, especially as the service you're looking for is exactly what our platform is here to facilitate. The data you see in your record depends on what your provider(s) have chosen to share so far. We want every patient to access to a copy of their full health record, and it’s something we’re constantly working towards in partnership with the NHS and other healthcare providers.
I can see you've also contacted our support team, thank you. We've reached our with further information on how to check what your specific NHS Trust is sharing through this service.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
This site has shut me off from my NHS…
This site has shut me off from my NHS App. Unable to access important information
17 April 2025
Unprompted review
Reply from Patients Know Best
Hi Peter,
It seems you tried to view your PKB record from within the NHS App, but couldn’t remember your password, and just to top it off, you had trouble resetting it too. I’m so sorry for the hassle, that must have been very frustrating.
Thankfully, I can see you raised a support ticket, and with help from your NHS team, you’re now back up and running. The good news is that you only need to enter your PKB password once in the NHS App to link your accounts, so things should be much easier from now on.
If there's anything else you need, please get in touch, we’re here to help!
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
WONDERFUL SERVICE/SYSTEM!
This is a wonderful service. I had a few technical problems my end - but Sarah and Stuart were simply amazing navigating me through a few issues I had registering with Patientsknowbest. They offered phenomenal clear instructions and showed such compassion and patience too. With the latter help of my amazing Doctors Practice I am now fully registered and benefitting from this practical resourceful service. Sincere thanks to you all - you are simply the best!
4 March 2025
Unprompted review
Reply from Patients Know Best
Thank you for taking the time to leave a review! I’m so glad our team were able to help you through the registration process and that you’re now benefiting from your PKB record.
If you ever need any further support, we’re always here to help.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Pretty disappointing
Pretty disappointing. Been using for a little while and all it does is let me see appointment letters that I get by email anyway. No results visible and nothing else either. Pretty useless and I can’t see myself using it much longer. Maybe it the way the Trust I am with has set it up, but it seems like a waste of time and money. My GP system lets me see a whole lot more.
2 April 2025
Unprompted review
Reply from Patients Know Best
Thank you for sharing your feedback, Andrew. I’m sorry you’re not seeing much of your hospital data yet. You're correct that the information you see depends on what your NHS Trust decides to share, and whilst many are sharing test results, appointments etc, others are releasing data at a more gradual rate.
If you're an NHS patient in England, you can now retrieve your GP data into PKB too, storing it alongside other health records in one secure place. Log into PKB using your NHS login account, and click 'Get my GP data' to start this process.
We’re here to help so please feel free to reach out if you’d like any support with using your record.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Got there eventually!
After a frustrating few months of being unable to set up a PKB account and receiving several automated responses which didn’t help, I eventually received a personal reply from Stuart. He has been exceptionally kind and patient and was able to take me through the process of setting up and accessing a new account.
I can’t thank him enough.
31 March 2025
Unprompted review
Reply from Patients Know Best
Thank you so much for your kind words, we’re really glad to hear that Stuart was able to guide you through registering for your PKB record 😊
If there’s ever anything else you need, feel free to reach out to us anytime.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Leave me alone!
I’m a bit confused why a private company is requesting to have my personal information and keeps sending me message after message that are so akin to scam phishing emails it’s unreal. This is just another step towards our new corporate for profit NHS.
27 March 2025
Unprompted review
Reply from Patients Know Best
Thanks for your feedback and sorry to hear of your concerns. NHS providers use many digital or paper-based systems to store medical records, most of which are not visible to the patient. Your NHS provider is using an NHS-approved, patient-controlled platform (Patients Know Best) to give you transparency over your own data, to help manage your care.
Please rest assured that we're not asking for information from you. Your healthcare providers remain in control of your health record data, we're simply providing a secure gateway for you to access and manage it yourself. Data is encrypted in storage and in transit, and PKB are not permitted access to your record. Only you (and the clinicians/carers that you choose) can view your record.
Please reach out to our team if you'd like support.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
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