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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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
638 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 50% of negative reviews
Typically replies within 2 weeks
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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
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
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