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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Reviews shaping this summary
I get emails that are saying your records has been updated but please read any paper letters you get. I then find that an appointment has been cancelled ( with no notification). I get a new appointm... 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
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
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
636 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 51% of negative reviews
Typically replies within 2 weeks
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Absaloutaly useless
Absaloutaly useless, I get emails saying about my hospital updates, but cannot read them , as they have NOT sent me the invite or access codes, try to contact them and NO response, a normal email straight from the hospital would be better and NOT bother with this waste of time company
18 February 2026
Unprompted review
Patient knows best is a waste of space time and money
Patient knows best is a good heading it's a shame that the data site does not keep up. I am fed up with how poor this site is. Appointments made then cancelled with back to back e mails. Appointments that I have cancelled that are then reinstated The amount of confusion worry and stress that this site dishes out is beyond belief. I would like to end my communication with this site and get all my files deleted. Previously you made a telephone call got an date for an appointment put it in your diary/calendar. Turn up for your appointment.
I have been in hospital today for a day patient appointment. Now I have found out that the appointments that I thought I had have been changed back to the previous dates. I feel this is just another way for all the greedy people to ditch the NHS and make it go private. Get all the records by fair means or foul bankrupt the NHS and then contact all those that you have information for. How do I get off the wreck. Why is there no simple way of contacting them?
17 February 2026
Unprompted review
Reply from Patients Know Best
Sorry this has been a stressful and confusing experience for you Chris.
Your appointments are scheduled and managed by your hospital / care providers. Our platform gives you visibility of information related to your health record, if you choose to use it. You can adjust your notification preferences to reduce certain emails, although we'll always notify you about important updates such as future appointments. This can sometimes mean you see changes or corrections from your hospital team that you might not otherwise have been aware of, but it can also give you the opportunity to spot and raise any discrepancies.
I also want to reassure you that your care providers remain in control of your medical record. The clinical data shared with you via the PKB platform is encrypted, and you are in control of who you share your record with, including the ability to grant or remove access at any time.
If you’d like to stop using your PKB record or request deletion, please email help@patientsknowbest.com or use the contact form on our website, and we’ll start the process.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
There should be a no star option for…
There should be a no star option for this application it is virtually impossible to use causing frustration and stress when a simple email or message from the hospital will suffice.
Thank you for your reply however I still consider this application to be a complete waste of time and money on the part of the NHS. Sadly yet more bureaucratic mismanagement.
9 February 2026
Unprompted review
Reply from Patients Know Best
Sorry, it sounds like this has been frustrating for you.
If you’re having trouble with your login details or resetting your password, your local PKB team at the hospital can help restore access to your record. If you’re not sure who to contact, please email our support team at help@patientsknowbest.com.
If you’ve linked your record with NHS login (for patients in England and some areas in Wales), you can click the NHS login button on our login page, and sign in using those details instead.
Lisa
📧: help@patientsknowbest.com
Patients Know Best
This is the perfect way for all my…
This is the perfect way for all my medical records to be made available to me and the clinical team looking after me. The sooner it is rolled out across the whole of NHS Wales the better for everyone
2 February 2026
Unprompted review
Reply from Patients Know Best
Thank you for taking the time to share a review 😊
It’s great to hear PKB is helping you and your clinical team. As a Welsh patient myself, I completely agree, it will be fantastic to see it more widely available across Wales 🏴
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Confusing and verbose
I get emails that are saying your records has been updated but please read any paper letters you get. I then find that an appointment has been cancelled ( with no notification). I get a new appointment at a different place but no clariry as to what either appointment is about.
And the name - "Patients Know Best" is pathetic. If they did why would I see a doctor ffs?
15 January 2026
Unprompted review
Reply from Patients Know Best
Hi Bill, I understand why this has left you feeling frustrated.
Just to clarify, PKB provides the platform where your records are shared, but we're not in control of the clinical content or how and when teams choose to update patients about appointments. That being said, we very much hope your information is clear and accessible on our platform, but if something isn’t right, our technical support team are here to help. We can also guide you to the right team at your hospital, to support with your clinical concerns.
As for the name, we’re not claiming that patients know medicine better than clinicians. It reflects our mission of empowerment; everyone benefits when patients are informed, involved, and active partners in managing their health, rather than passive recipients of care. That means having access to a copy of their health record, understanding what it means, and using that insight to take part in shared decisions with carers and healthcare professionals.
Please get in touch with our support team via email on help@patientsknowbest.com, quoting the word 'Trustpilot' in the subject.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
IT Dept Were Great !
For my recent minor case all communications and my treatment went perfectly. I could not be happier. Then I get a tricky IT glitch and you would think it would take forever (or never) to sort out but..….it was fixed really quickly and Peaches / IT dept were incredibly helpful. Clear proof to all the complainers that there is good work going on behind the scenes!
8 January 2026
Unprompted review
Reply from Patients Know Best
What a lovely review, thank you Jason! I’m glad everything was sorted for you quickly, and I'll be sure to pass your kind words on to Peaches and the team.
Take care and best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Got the job done
I have been going to many different departments and trusts trying to get details for over four months. I have requested SARs and gone through multiple layers of information request databases… only to receive nothing that is of use.
I eventually got through to peaches at patients knows best, the NHS itself has taken four months to not complete the various requestsAnd still has a waiting list of over nine months.yet peaches somehow managed to get 80% of the information I required in less than three weeks. The only things I don’t have are handwritten records and original ECG results printouts
I would say have your patience nose best IDs securely available somewhere in case you ever become unconscious for a length of time and people can’t access your details properly or if you get brain damage and forgetbecause that’s what happened to me….
6 January 2026
Unprompted review
Reply from Patients Know Best
Thank you so much for sharing your experience. I’m really pleased that Peaches was there to help you access the information you needed, to make such a difference after all that time. If you ever need support with your record, we’re here to help.
Take care and best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Utterly pointless
Utterly pointless:
this app is designed so that stupid nhs trusts can delay, in my case *more than a month* , releasing certain information to patients. This includes a blood test for possible prostate cancer, and simple x rays reports. It’s well known that a month’s delay in starting cancer treatment can mean a 10% reduction in survival, so patients need to get that (PSA) result asap, so they can ask their GP for a retest, to check that any spike is just temporary, not a sign of cancer. Yet PKB facilitates this nonsensical behaviour. And my local trust won’t even tell me who at the Trust makes these stupid, dangerous decisions.
PKB, please publish here who exactly at my Trust, uhsussex, makes these decisions. This trust is just delaying the release of my results to me, and many other patients of my GP, because it can.
Utterly pointless, not least because patients will simply contact their GP and hospital departments to get the results.
The app is called “Patients know best”, not “Trusts know best”
19 December 2025
Unprompted review
Reply from Patients Know Best
Hi Steven, I wanted to acknowledge this review and note that you contacted our support team directly at the time. I’m really glad you did, as we were able to advise and share the contact details for raising your concerns with the Trust.
Just to clarify: a clinician’s access to your results is never affected by any delay in PKB, it’s a patient-facing restriction only. The requesting clinician receives results from the lab immediately, so there should be no delay to care, diagnosis, or treatment.
PKB’s default approach is to deliver results directly to patients as soon as they’re available, providing immediate access. Where a Trust applies a delay to specific test types, we’re required to respect that and follow their configuration. However, we’ll still notify the patient that a result is ready, even if the value is temporarily hidden. You're then free to follow up with your GP or hospital team, though some results may not be accessible to reception staff until a clinician has reviewed them.
Thank you again for sharing your experience and feedback. We advocate for greater transparency and patient access wherever possible, and we’re always here to support with any technical issues in your record.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Reply from Patients Know Best
Thank you Christine, I’m really glad we could help to get things sorted quickly for you. We really appreciate you taking the time to leave a review!
Lisa
📧: help@patientsknowbest.com
Patients Know Best
I would give it zero stars if I could
I would give it zero stars if I could. There is no way I can ever log in to this thing: there are apparently several ways you get log into the app, but none of them ever works!!! I’m sure someone will now write a lovely,supportive reply to my review, just as they always do to respond to all the bad reviews( of which there are loads!! And none of it will matter anyway, as obviously nothing is ever being done in order to help the app work better!!)
10 December 2025
Unprompted review
Reply from Patients Know Best
I'm sorry Irena, I can hear how frustrating this has been for you. Login issues are genuinely something we can help with.
PKB has one main login page, where you can sign in using the username and password you set up at registration. Some people choose to link their NHS login as an additional route. Occasionally, NHS login setup can fail if your details match up with more than one record, and that’s something we can absolutely help you to resolve.
If you're already registered but are struggling to reset your password, we'll connect you with the right team to sort that out quickly.
Please email help@patientsknowbest.com with the subject line “Trustpilot”, that way we can make sure it’s picked up promptly by the team.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
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
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