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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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
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
631 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 54% of negative reviews
Typically replies within 2 weeks
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Absolutely terrible
Absolutely terrible. Difficult to access, difficult to navigate, no information of any value.
March 26, 2025
Unprompted review
Reply from Patients Know Best
Hi Geoff,
I’m really sorry to hear about your experience. You can access your record using your PKB email and password, or with your NHS login account (if you're in England). If you run into any problems with resetting your password, the PKB admin team at your hospital can help you with this. Please contact our support team, we'll be happy to point you in the right direction.
I understand it's disappointing if there's not much data in your record yet. The information is shared by your healthcare providers. Once we know which team(s) you’re under the care of, our support team can advise on what you can expect to see in your record now and in the future.
If you're registered with a GP in England, it is now possible to retrieve your GP data into your PKB record: https://wiki.patientsknowbest.com/space/MAN/4143251489/GP+data+for+any+adult+in+England
Please don’t hesitate to reach out to us at help@patientsknowbest.com.
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Empowering and Transformational
I worked with medical students who were learning how to use Patients Know Best and I was surprised by how effective it was. I didn't think that communicating by email would be at all satisfactory compared to face to face meetings. However there were some unexpected benefits. In setting out my written discussions with the medical students I developed a clearer understanding of exactly what was causing me problems and I was able to identify issues which were easily solvable. Also I thought there would be no development of empathy in communication by email was this was not a barrier to an empathetic approach from the students. I found their advice very helpful.
May 8, 2024
Unprompted review
Reply from Patients Know Best
Thank you so much for the review 🌟 It’s great to hear communicating via PKB afforded you the space to reflect, find clarity, and have more meaningful conversations about your health. That’s exactly the kind of empowered experience that we aim to support.
Take care,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Involved in the conference Rewire.
Involved in the conference Rewire.
An outstanding team - knowledgeable,supportive and caring to patients.
I use this helpful app to deal with renal failure diagnosed 6 months ago.
I can easily access and track my blood results within 24 hours of being taken which helps me maintain control of my condition.
March 18, 2025
Unprompted review
Reply from Patients Know Best
Thank you so much for taking the time to leave a review 🌟 We're really glad to hear that PKB is supporting you in managing your condition and helping you stay informed.
Wishing you all the best, and please don’t hesitate to reach out if you ever need support.
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Very poor
Very poor. Tried using on my phone(as it’s an app) and can hardly read it. I have excellent eyesight. Spent ages going into each folder (why so many!?) and found nothing. Waste of time!!! Why do we need the nhs app and this app?!!
March 22, 2025
Unprompted review
Reply from Patients Know Best
We’re sorry to hear this. PKB is a web-based app, designed to work just as smoothly on a mobile as it does on a computer. If things aren’t displaying properly, we’d really like to help get that sorted.
Depending on your area, you can also access your PKB record from within the NHS App. This integration offers patients a fuller view of their care, beyond their GP data, including hospital test results, clinic letters, secure messaging, and more.
Your healthcare providers decide what data to share into your PKB record and when. Whilst some are sharing all data types and using PKB's full functionality, others are taking a more phased approach. Please reach out to our support team on: help@patientsknowbest.com. We can help with your display issue and check what you can expect to see in your record in the near future.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Doesn't show all my test results
Doesn't show all my test results. Claims that local hospital doesn't release them. Therefore not much use.
March 18, 2025
Unprompted review
Reply from Patients Know Best
Thanks for sharing, Martin. We understand it's disappointing when certain data is not yet available in your record.
While PKB provides the secure platform, it's down to each healthcare provider to decide what data to share and when. Some are already sharing everything with their patients, others are rolling it out in phases.
We’d be really happy to check what’s expected in your area and let you know if more data is planned, please drop us an email.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
This site is terrible
This site is terrible. I keep receiving messages saying I have messages on PKB. The only time recently that there was indeed a message there for me I found it was a questionnaire on Covid approximately 3 years out of date! I think my most recent several messages have simply been reminders to complete it and (before those) a message saying it had been withdrawn! My husband has similar issues. If we had a choice we wouldn’t go near this site.
March 17, 2025
Unprompted review
Reply from Patients Know Best
Sorry about the confusing messages, Moira. Unfortunately, a clinician from Imperial sent an old questionnaire out to patients in error. This has since been removed and steps have been taken to ensure this doesn't happen in future.
We always ensure patients are notified regrading time sensitive updates to their record. We also send notifications for non time-sensitive updates such as changes to demographics or test results. These are limited to one per day, or they can be toggled off via notification preferences in your profile settings.
If you’re still facing problems with your notifications, or need any support with using your record, please get in touch with our support team, we’re here to help 💌
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Patients know Best is a great platform…
Patients know Best is a great platform for all of your health related information to be in one place.
It helps manage your appointments by having access to them at any time, see test results, assessments and care plans so I no longer need to worry about that bit of paper I got at my hospital appointment with instructions on how to help when you aren’t feeling your best.
I can add my own stuff in too, I can upload documents and add other appointments.
Not only that but I can share my information with other people, so if my husband or family need to see my results or care plan it’s easy to share with them knowing my information will always be safe and secure, I can choose who I share with and can take away sharing rights at any time if I change my mind. I can share things with my doctor or hospital consultant if they don’t have access to them on their system too.
I really like being able to see all of my information from different hospitals and doctors all in one place.
I can see a library of things my care teams want to share with me, like a hospital map for my appointment or a leaflet and video that is about my care, it’s really useful knowing the things in there are about my conditions and are right for me so I don’t have to use Google and potentially get it wrong.
March 15, 2025
Unprompted review
Reply from Patients Know Best
Thank you for taking the time to leave a review ⭐
It’s great to hear that you’re using PKB to manage your health, stay organised, and share information confidently with the people who support you.
If you ever need help or have suggestions, we’re here to help.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Love my PKB record
Love my PKB record! I get my appointment letters in PKB so quick because hate getting paper letters through the post. That has to be saving the trust money too? It was also easy to register using my NHS app login. A happy Helen.
March 7, 2025
Unprompted review
Reply from Patients Know Best
We’re so glad to hear you’re finding PKB useful. You’re absolutely right, digital letters can save money for the NHS by reducing the cost of printing and postage.
Thanks for your feedback 🫶
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Thank you for providing such a unique…
Thank you for providing such a unique solution which has enabled me to gain access to my elderly mothers blood results (and mine) and support her journey to better health. It’s also great how I can access PKB from the NHSApp!!
I have to say some of these reviews highlight people’s lack of understanding and ill judged speculation of your mission. It’s very clear to me that you provide the software not the data in it, in the same way Bill Gates provides outlook but doesn’t control the emails you receive or administer the system. I don't see people complaining to Microsoft if the hospital doesn’t email them!
I have also read the patient and clinician stories on your website site, wonderful. You should share them here in your responses to the doubters.
I think our hospital plans on sending in more soon. All good from us!
March 11, 2025
Unprompted review
Reply from Patients Know Best
Hi George 👋
Thank you so much for your kind words. We're so pleased to hear PKB has helped you access your own results and support your mum’s care. You're right, PKB provides the platform, while healthcare providers manage the data that’s shared. We really appreciate your thoughtful take 😊
It’s great to hear PKB is working well for you and your family. If you ever need support, we’re always here to help.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
The benefit of using PKB
Although relatively new to PKB I’m finding the service immensely helpful. I frequently need fast access to various test results and PKB enables me to do just this. Reading notes after surgery is reassuring and a useful tool for reminding one of physio exercises. Very beneficial.
March 14, 2025
Unprompted review
Reply from Patients Know Best
Thank you for the review! 😊 We're really glad to hear that you're finding PKB helpful, especially when it comes to quick access to your results and supporting your recovery.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
PKB record helped share information between doctors in England and Wales
I have had a PKB record for some time.
It’s always been fascinating to review my blood results - especially as they always become available to me more quickly than if I sought to get them from my GP. I have a benchmark for my bloods, I understand when something isn’t right, which has helped when I have had any episodes of being unwell.
I had a health scare last year and was able to show my blood results to clinicians in England and vice versa (letters/discharge summaries) in Wales when I returned home. All my follow up clinic letters (including letters shared from English trusts with my doctors in Wales) are available . These document my planned care and treatment and allow me to self manage and have reduced time spent chasing information from different places. This was particularly helpful at a time when I had received care in 3 different hospitals. As the patient, I was able to share my health information with doctors who otherwise would not have had access to reports and scan results.
I’m not sure what I’d do without my PKB record. Thank you ☺️
November 12, 2024
Unprompted review
Reply from Patients Know Best
Thanks for sharing your experience, Sarah! 😊 It sounds like PKB made a real difference in helping to join up your care across borders. We're so glad your record saved you time and helped get the right information to the right people when you needed it.
It’s great that you can rely on your PKB record for quick access your results, and the reassurance of being able to track changes over time.
Diolch yn fawr ❤️
Lisa
📧: help@patientsknowbest.com
Patients Know Best
PKB. An effective system for communicating with healthcare professionals.
I had the opportunity to work with medical students and uterlise the PKB electronic system for contacting the medical students, with challenges that were affecting my health and wellbeing. The purpose of was to ascertain the effectiveness of communicating confidential health issues, for a group of medical students to discuss as a team and make suggestions to assist my health. I was sceptical regarding such a system. As previously I had spoken to medical students face to face. However, using the PKB system I found I was able to consolidate my key anxieties and symptoms. I was also able to do this at a time that suited me best. Sometimes very early mornings. The students responded with strategies and directions to medical professionals, suggesting the words to use and helping me to prioritise my concerns and symptoms.
PKB proved to be an effective system for enabling a patient to receive timely advice and feel listened to and be confident that progress, was being made , re diagnosis and subsequent treatment by appropriate healthcare personnel.
December 4, 2024
Unprompted review
Reply from Patients Know Best
Thank you for sharing your experience! 😊 We're really glad to hear that PKB gave you the space to reflect and communicate your concerns in a meaningful way, helping you feel reassured and supported.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
It is a terrible app
It is a terrible app. Why do some GP Hospitals use it. Basically asks patients to fill in blanks. Only provides blood test results nothing else I use the app at my hospital for information
March 10, 2025
Unprompted review
Reply from Patients Know Best
Dear Juliet,
I’m sorry to hear that PKB hasn’t met your expectations. Your healthcare provider(s) decide what information to share through PKB, so while you’re currently seeing blood test results, some organisations also include letters, appointment details, and other records.
If you'd like to check what information your hospital plans to share, or if we can help in any way, please feel free to reach out. We want to make sure you get the most out of your record.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Keep stalling and fobbing me off with…
Keep stalling and fobbing me off with promises of deleting my account despite asking them to do so several times over 3 weeks
March 2, 2025
Unprompted review
Reply from Patients Know Best
I'm sorry for any frustration you've experienced. We take data privacy seriously and follow security measures when processing deletion requests. As your health record is managed by your healthcare provider(s), we require their formal approval before proceeding.
If you've been waiting longer than expected, we'd really like to get this resolved for you as soon as possible. Please reach out to us at help@patientsknowbest.com and we'll ensure this is taken care of.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Account deletion Fiasco
Instead of deleting the account as requested, they fob you off by replying and promising that the account will be deleted IF I want it deleted. Of course I want it deleting hence the reason for contacting you to delete it.
February 24, 2025
Unprompted review
Reply from Patients Know Best
I’m very sorry for any frustration, Karry. We confirm your request to make sure you have the support you need and to ensure it's handled the right way. Since your healthcare provider manages your patient record, we need their approval before making any changes.
If you’d like to follow up, please contact us on help@patientsknowbest.com, and we’ll get this sorted for you as quickly as possible.
Best wishes,
Lisa
📧 help@patientsknowbest.com
Patients Know Best
So much more efficient to receive everything digitally
So helpful to receive my blood test results digitally via Patients Know Best. I like having the results to hand when I speak to my GP, I feel informed which leads to a much more productive conversation. Also thrilled to hear this service is being extended to document delivery too, so much more efficient to have everything in one place in digital format and no more lost letters in the post! Thank you!
February 28, 2025
Unprompted review
Reply from Patients Know Best
Thank you for your 5-star review! 🌟
We're so pleased that PKB has helped you feel more informed and engaged in conversations with your GP. With digital letters in your record too, alongside your test results, you'll have everything in one secure place, making it easier to keep track of your health.
We appreciate your feedback and are always here if you need any support.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
DO NOT CREATE AN ACCOUNT WITH PKB
This organisation keeps spamming me with invites to create an account. The spam emails give the impression they are part of the NHS, they are NOT.
There is no "unsubscribe" link in the emails and I did not give them permission to contact me.
My NHS Trust has obviously passed on my email address to this organisation.
DO NOT BE FOOLED INTO CREATING AN ACCOUNT WITH THESE SCAMMERS, the NHS App does it all.
**UPDATE TO REPLY**
Same generic response as all the other responses.
You did not answer my concerns, ie
*why you have my email address
*why can't I unsubscribe from your spamming emails
*Confirm all the info you provide is already available via the NHS App
So, I ask again - How do I unsubscribe and have my email (and any other personal data) removed that you hold about me without my permission?
:(
February 26, 2025
Unprompted review
Reply from Patients Know Best
I’m sorry for any frustration caused. Your NHS Trust looks after your health record, and they are using PKB to provide you with secure access to a copy of your information. We don’t store or control your data, just provide a safe way for you to view and manage it.
Health records are usually stored on paper or in systems that patients can’t access. PKB puts you in control, letting you decide who can see your data and even restrict access if needed.
Please reach out to our support team, we'd really like to help.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
No help to increase font on letter
Had a letter sent to me within 'Patients Know Best'. it took a lot of trial and error and frustration finding the right link to click on to get this letter. Then the font was too small. I am short-sighted so I managed to print the letter but could not read it. There was no way of increasing the font on the letter before printing it. I could enlarge it on the lap-top screen but not on the pdf. I rang the hospital, no body knew what I was talking about. I rang my GP and they didn't know anything about it. Absolutely dreadful.
February 24, 2025
Unprompted review
Reply from Patients Know Best
I’m really sorry for the frustration you experienced. We want make accessing your health information easier, not more difficult. You should be able to zoom in on the PDF using the PDF viewer installed on your device.
If you’re still having trouble, please reach out to us our support team, we’d be happy to guide you through accessing your letter in a way that works best for you.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Impressed
As a patient who has had recent appointments at Medway Hospital and Maidstone hospital, using patients know best is great for appointments . After a recent trip to A&E at medway I was surprised my discharge notes were on patients know best before I got home . Hopefully I will see more of my own data in the future
February 14, 2025
Unprompted review
Reply from Patients Know Best
Thank you for your wonderful review, Elisabeth! 😊 It’s great to hear that PKB has been helpful for keeping track of your appointments and that your A&E discharge notes were available so quickly. We’re always working with NHS teams to make more of your health information accessible, so hopefully, you’ll continue to see even more in the future!
If you ever have any questions, feel free to reach out. 💙
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Thin end of wedge. NHS being privatised and this company is par and parcel of it.
Thin end of wedge.
February 19, 2025
Unprompted review
Reply from Patients Know Best
I understand your concerns, John, but I want to reassure you that Patients Know Best (PKB) is not a private healthcare provider. We are an NHS-approved platform enabling patients to securely access their health information. You can find out more here: https://patientsknowbest.com/about/
If you have any questions, our support team are very happy to help, please get in touch.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
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