Everyone so often I get a notification from the NHS App and an email saying I have a new message on Patient Knows Best. I follow the links and most times all it says: [NHS Provider] Updated Inf... See more
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Review summary
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Fantastic service and collaboration from the PKB team. The app is fantastic, and we chose to partner with them for many reasons, mainly because they are leading the way in the achievement of single pa... See more
Company replied
My first attempt to register my wife and I ended in failure as I had been trying to use a single email address for us both. I spent several hours trying to cancel and re-enter the system. I decided... See more
I was having difficulty registering for PKB. I emailed, and was talked through - via email - what to do. Eventually my wife took over as nothing was working out, daily emails for over a week, until ev... See more
Company replied
Company details
Information provided by various external sources
Patients Know Best (PKB) is Europe’s largest personal health record platform, enabling patients and healthcare professionals to access real-time health information - anytime, anywhere. As the world’s first patient-controlled personal health records system, PKB facilitates borderless, integrated care wherever the patient needs it. That means any healthcare provider, whether in another area of the country or another part of the world, can immediately access all the information they need to support improved clinical decision making and the best patient care. Everything from test results, care plans, real-time monitoring data and discharge summaries, to the patient’s own data - either uploaded from their journal, wearable devices or using symptom tracking, are all available in one patient record. This also reduces the need for professionals to request background information from the patient’s regular healthcare team. In 2020, PKB became the first personal health record (PHR) to integrate with England’s national health platform - the NHS App. This extends the NHS App’s current features and sharing of GP data, to allow patients to access PKB’s full health and care record and functionality, direct from the national NHS interface. For more information on the features and benefits of Patients Know Best, visit www.patientsknowbest.com or email enquiries@patientsknowbest.com.
Contact info
Cowley Road, CB4 0WS, Cambridge, United Kingdom
- help@patientsknowbest.com
- www.patientsknowbest.com
3.2
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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I can always rely on PKB
I can always rely on PKB to keep me updated with my forthcoming appointment.
November 15, 2024
Unprompted review
Reply from Patients Know Best
Thank you, Phil, for your 5-star review! 🌟 We’re so pleased to hear that PKB is helping you to stay informed and manage your health appointments 😊
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Patients Know Best - highly recommended
I have used Patients Know Best for a number of years.if you want to keep records of your medical appointments, prescriptions, reports etc there is no better system. My recent personal experience with Patients Know Best staff in resolving an issue reinforced the efficiency and friendly service which supports the value of the overall program. I can highly recommend Patient Knows Best. The service provided by the staff is second to none.
November 13, 2024
Unprompted review
Reply from Patients Know Best
Thank you for your the wonderful feedback! 🌟 We’re delighted to hear that PKB has been so valuable to you, and that our support team were there to provide efficient support when you needed it. 😊
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Honestly, it's pretty great
Honestly, I think it's pretty great, and it gets better all the time. Being able to see my latest results , see graphs of trends, the new 'search for tests' clever drop-down, amazing. Remember when only your doctor had access to this!
I just wish I got my hospital tests in the same place
November 14, 2024
Unprompted review
Reply from Patients Know Best
Thank you so much for your lovely feedback, Peter! 😊 We’re thrilled to hear that you’re finding the platform helpful and enjoying our latest test result features. It’s great to see patients like you are benefitting from having more control and visibility over their health information.
Please reach out to us on help@patientsknowbest.com, we'll let you know if your hospital is planning to use PKB in the near future, and we can advise on how you can share your record with professionals individually if you wish.
We’re always working to make PKB even better, so it’s wonderful to know the improvements are making a difference for you. Thank you for taking the time to share your experience!
Lisa
📧: help@patientsknowbest.com
Patients Know Best
A shambles and a farce
A dysfunctional and a cheaply made and designed platform that gets worse as time goes by. Display of results is inconsistent, there is no history of the results, no search function and the appointments, even the very old ones, are crammed between the most recent blood results. That says a lot.
At times, PKB send you an email alert that your data has been updated. You click on the link to see what has happened and it takes you to the personal data page whereby nothing has been changed. The people behind it are unprofessional, clueless and have no interest in the patients and/or their benefit. Their reply, always, is "we are aware of the problem and we are working to fix it". The old problems are never fixed and new problems result in this process. An absolute shambles and an insult to the NHS to have an association with such low quality service.
PS: their uselessness has exceeded all measures. See their reply. Even when they cut and paste they chose redundant information. Low IQ, inability to read and their actions add insult to injury. They are an absolute disaster and a disgrace. NHS do fire PKB and get decent people to start afresh with modern and compatible platform and hire those who are keen to do a good job. We deserve better. Shame on you PKB and big time. You make me sick!
November 1, 2024
Unprompted review
Reply from Patients Know Best
Thank you for your feedback. We're sorry to hear about your experience, and I’d like to provide some clarity to help you make the most of PKB.
Notifications Panel: The panel on your homepage shows recent updates to tests, messages, and appointments. To see detailed information for each data type, click the icons below (e.g., “Appointments” or "Tests") to navigate directly to each section.
Test Results: On the “Tests” page, you’ll find a “Latest” view with recent results and a “Trend” view that tracks changes over time. Clicking on a test opens a detailed history, including a graph for visual tracking. You can also use the search bar in this section to quickly locate specific tests.
Email Notifications: PKB notifications inform you of new entries or updates in your record, such as new test results, and include a link to log into the relevant page. When demographic information is updated, an 'update to your profile' notification may be sent. We’re currently resolving a bug that may trigger notifications for some minor backend demographic updates, and we apologise for any inconvenience this may have caused. Demographic updates are limited to one notification per day by default, and you have the option to change your notification preferences (in your profile) to time-sensitive data only, if you wish.
PKB’s mission is to empower patients with access to and control over their health information. We care and we’re here to support you. Please reach out to our support team as we'd like to help.
Warm regards,
Lisa
📧: help@patientsknowbest.com
Take utmost care who you want to have…
Take utmost care who you want to have your medical records. Hovering in the background is an American insurance company waiting to take control. I would never freely give my medical records to a company that is profit generated. My Health Centre released my medical records without my permission even though I had completed a form to keep my medical records at the Health Centre
August 11, 2024
Unprompted review
Reply from Patients Know Best
Thank you for sharing your concerns. I’m sorry to hear how unsettling this has been for you, and I’d like to help clarify a few points.
PKB is an independent social enterprise, proud to be a B Corporation, meaning we’re driven by a social mission to empower patients and improve healthcare.
NHS/healthcare providers store and manage patient records as part of delivering care. Often records are stored on paper or in various systems that patients are unable to access. PKB was created to put the patient in control, it's securely hosted, encrypted and only you decide who else can access your record once you've registered.
If you have any concerns, please don’t hesitate to contact us at help@patientsknowbest.com, and we’ll be happy to assist further.
Lisa
📧: help@patientsknowbest.com
Patients Know Best
PKB has really helped me manage my…
PKB has really helped me manage my mums’ care with her as her nominated carer. English is not her first language so being added as her carer in her PKB record, I am able to help her quickly. For example, if she receives any blood results I can see what these are as I will also receive an email notification. I can also view any discharge summaries quickly alongside any clinical letters without having to chase up the hospital or GP for this.
November 7, 2024
Reply from Patients Know Best
Thank you so much for your feedback! 😊 It’s wonderful to hear how PKB has helped support you with your mum’s care. Being able to access her information quickly must make such a difference.
We’re so glad PKB is making things easier for you both. It’s exactly why we do what we do. Thank you for sharing your experience! 💜
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Excellent
Very efficient Service, very helpful IT Team, got my system up and running very quickly and asked if there was anything else they could do to help.
October 29, 2024
Unprompted review
Reply from Patients Know Best
Thank you so much for the review, Gill! 🌟 If there's anything more we can assist you with, please don’t hesitate to reach out.
Warm regards,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Haven't signed up but really angry with…
Haven't signed up but really angry with my GP surgery for inviting me to sign up to this PRIVATE social enterprise. Trying to access test results/letters from GP but being redirected to this app.
November 5, 2024
Unprompted review
Reply from Patients Know Best
Thank you for your feedback, and I’m sorry to hear about your concerns.
Patients Know Best (PKB) is indeed a technology platform with a social purpose, and we’re proud to be a recognised B Corporation, meeting high standards of positive social and environmental performance.
NHS providers rely on partnerships with trusted software platforms to manage health records. The NHS App displays your GP health record, with data flowing from the system used by your GP practice. PKB provides a broader personal health record, including information from hospitals, GPs, mental health services, and data you enter yourself. You can access PKB directly or view parts of it within the NHS App for a seamless experience. Your clinical data is encrypted, and can only be accessed by you, and those authorised by you.
If you have questions about registering or need support, please feel free to reach out. We’re here to help!
Warm regards,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Empowered Care: A Game-Changer for patients
I cannot express enough how transformative the “Patients Know Best” platform was during my adult son’s recent hospital stay. Having real-time access to his blood results and written reports allowed me to process information effectively and truly understand his care. It created an environment where everyone worked together as a team, sharing responsibility for my son’s health.
At both Worthing and Bart’s hospitals, this system completely changed my experience. I no longer had to rely solely on doctors for updates, as I could check the information myself, alleviating some pressure from the medical team. This not only gave me a clear understanding of my son’s condition but also allowed me to witness when the medications finally started to work the positive changes in his blood results immediately, rather than waiting for the next day’s ward rounds.
Overall, “Patients Know Best” made a significant difference in our journey, keeping everyone on the same page and empowering me as a caregiver. I highly recommend this platform for any patient or family navigating their own or a loved one’s hospital care.
July 9, 2024
Unprompted review
Reply from Patients Know Best
Thank you so much for sharing your experience, Kerry 🌟 It’s wonderful PKB had such a valuable impact on your journey, helping you stay informed and connected during your son’s hospital stay. Stories like yours are why we’re here—to empower patients and carers with meaningful access to health information 💙
Warm regards,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Appalling !
Appalling !! as a renal patient the information given does not give the time the information is recorded patient access was a much better programne this is a waste of time
October 25, 2024
Unprompted review
Reply from Patients Know Best
I’m sorry to hear that you’re finding PKB difficult to use, Raymond.
Timestamps are available within your record, such as when a test was taken, and when test results were added. If you’re having trouble locating this information or if anything seems unclear, please reach out to us at help@patientsknowbest.com—we’d be happy to assist and help make PKB work better for you. Please also take a look through our user manual: https://wiki.patientsknowbest.com/space/MAN
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
This bunch of chancers are costing us…
This bunch of chancers are costing us all huge amounts of money. I have a message waiting for me apparently, and the only way of accessing this is via their application/website. I have read their terms and conditions, investigated their ownership, and now I understand a little about their business model. I'm really unimpressed. I have no intention of giving any third party access to my data, encrypted or not. I would suggest you think long and hard before you do. The end result is that I have had to telephone the NHS trust this morning to find out what that communication might be. The NHS are not aware of anything - if this is a ruse by PKB to get patients to sign up then it's shameful - wasting not only my time, but the valuable time of the NHS. PKB is therefore introducing delay and confusion and for what benefit? They've inserted themselves uninvited into a relationship that is already hard enough to manage.
** In response to comments from PKB. This is all window dressing that doesn't address the concerns of most patients. Frankly, I am more concerned that clinicians read my notes when I see them, and they don't. They either don't have access, or if they do they don't have time. What I know about my records is of limited value to me. I'm not a prescribing qualified physician. This is an answer to the wrong question and I remain of the opinion, a waste of money. As for securely offering access - that's just very unlikely. There isn't an information system on the planet that's never been compromised. Do I believe that the original remit won't be changed over time to allow pharmaceutical companies access to patient data? No I don't. It's gold to them. Unless I have misread, they number amongst your funders. Your response also mentions that access via your systems is optional. Then put that prominently on your communications so that they sound a little less like a fair accompli.
October 25, 2024
Unprompted review
Reply from Patients Know Best
Thank you for sharing your concerns with us. I’m sorry to hear of your frustrations.
To clarify, we provide a secure software platform to help patients access and manage their own health data. The clinical and demographic information in your PKB record is a real time reflection of your hospital record, allowing you to have visibility over your data.
When healthcare providers update or add new information to your record, PKB sends an email to keep you informed. The email will indicate the type of change, such as a new test result or an updated appointment. If you receive a message about a “profile update,” this usually refers to changes in demographic details.
Registering with PKB is entirely optional. We’re here to give patients the choice to access their health data, putting them in control. The NHS relies on various software systems to manage data internally, many of which are not accessible to patients. PKB is designed to give patients more transparency and easier digital access to their own records.
If there’s anything we can do to help, please feel free to reach out to our support desk on help@patientsknowbest.com.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Missed an appointment due to the influx…
Missed an appointment due to the influx of emails (9+) regarding notifications, letters, appointments, amendments, cancellations - i had (unknowingly) two back to back appointments the amount of emails confused the hell out of me with differing information - nothing was clear and so i missed an appointment both a waste of NHS and my time.
The user interface is to be honest absolute rubbish.
Online help is rubbish.
I do not trust this shambles of a company and will be trying to opt out.
September 2, 2024
Unprompted review
Reply from Patients Know Best
Thank you for sharing your experience—I'm so sorry to hear that you missed an appointment due to excessive emails.
We limit certain notifications by default to avoid overwhelming you with messages. For example, we'll send a maximum of one email per day regarding test results or demographic updates. However, for time-sensitive updates, like an upcoming appointment, there's no limit applied as we think it's important to keep you informed.
The flurry of notifications you received were due to changes made by your clinical team in their hospital system. These updates are immediately reflected in your PKB record, allowing you, the patient, to have visibility and control over your data.
Our support team would be happy to guide you in adjusting your notification settings or offer tips on using PKB. Just drop us an email at help@patientsknowbest.com—we’re here to help!
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Awful people
Awful people, who keep sending me emails about a change in my records, there has been no change I don’t want to be part of patients know best, if I know best then delete my account please and stop sending pointless emails
October 23, 2024
Unprompted review
I do not want this
I do not want this, I don't recall ever signing up for it, I can't find any way to leave and keep getting emails and it's linked me to sussex hospital via my nhs account. I don't live in Sussex.
It means I can't link to my local provider, every time I follow the link sent to me by my local provider, it takes me to sussex hospital.....
October 14, 2024
Unprompted review
Reply from Patients Know Best
I’m sorry to hear about your experience, Caz.
The welcome message displays the provider that first created your PKB record. Rest assured, this does not prevent other teams from connecting with you. Anytime one of your healthcare providers uses PKB, you’ll be automatically connected to their team via your NHS number. To see which teams you are currently connected with, please go to the 'sharing' section of your record.
If you’d like assistance, please don’t hesitate to reach out at help@patientsknowbest.com—we’re here to help!
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Technical help.
I had a technical problem updating and saving my personal details as I had changed my email account and forgot my login details. Stuart Chappell, a
Support Agent, was fabulous! Not only did he help me solve the problem but the instructions he supplied were detailed and clear - a rare event these days! First rate help and service. Thank you Stuart.
October 9, 2024
Unprompted review
Reply from Patients Know Best
Thank you for sharing your positive experience! 🌟 I'm delighted to hear that you can access your PKB record again thanks to Stuart's first rate assistance! I'll be sure to pass along your kind words.
If you ever need further support, we're here to help!
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Absolute waste of time and public…
Absolute waste of time and public money. Another unnecessary system that adds zero value.
October 7, 2024
Unprompted review
Reply from Patients Know Best
Hi Charles,
We’re sorry to hear that you feel this way. Our goal is to provide a useful platform that gives patients easy access to their health information, bringing together data from hospitals, GP records, and other providers in one secure place. We believe this added visibility can empower patients and support more informed healthcare decisions.
Thank you for sharing your thoughts. If there’s specific feedback on how we can improve, or if you would like any technical support, please contact our team using the email below.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Fabulous platform that provides autonomy!
Fabulous platform that finally allows patients autonomy over their results, scans etc which offers more options, more knowledge capability, etc - a really worthwhile tool. Great customer service too!
October 7, 2024
Unprompted review
Reply from Patients Know Best
Thank you so much for the 5 stars, Julia! 🌟 We're thrilled to hear that PKB has helped you feel more empowered and in control of your health information. And we're glad our support team could be there for you, too! 😊
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Check with your health centre whether you need them
I have been invited "to access 'my' medical information to help 'me' manage 'my' health.
I already can access it via the website of the local medical centre, so what do I need this lot for?
The wording of the ‘invitation’ email says:
“For more information on Patients Know Best please visit ourwebsite.”
However, all clicking the link does is send you to (in my case) my local health authority. I really despise this type of ‘false link’. Why not send us genuinely to the company’s website, tell us, upfront, who they are and that they are ‘appointed’ by the relevant health authorities to offer us a way of accessing our medical records (seemingly via their software). What’s wrong with that Messrs Al-Ubaydli?
From my check on Companies House today, this company is classed as
‘62012 - Business and domestic software development’.
If you really want to know about the company, check Companies House.
By the way: If ‘Patients Know Best’ why do we need doctors and hospitals?
When it came to deciding which pills to take my mother thought that she ‘knew best’ – She didn’t, and I’m sure it shortened her life.
October 7, 2024
Unprompted review
Reply from Patients Know Best
Thank you for sharing your thoughts, Charles.
The invitation to view your health record, sent by your NHS Trust, contains a link to their webpages with more details on this service, to reassure you that PKB is an NHS-approved digital platform.
While GP record systems offer some access to primary care information, PKB combines data from hospitals (test results, letters, appointments), social care providers, and even data you add yourself, supporting coordinated care across all your healthcare teams.
Our name isn’t just a statement—it’s a mission. We believe everyone benefits when patients are knowledgeable about their health and have access to their data. Our goal is to empower patients with the information they need to make informed choices alongside their healthcare teams, supporting a collaborative approach that combines medical expertise with the patient’s own insights.
PKB is a software platform and an innovative social enterprise, recognised as a B Corporation. Our role is to support the NHS and other healthcare providers by offering patients a secure way to view and share their health information.
Thank you again for sharing your perspective—it helps us keep making PKB better for everyone. Please reach our to our support team if you need anything - we're here to help! 😊
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Read the proper privacy policy
Not the fluffy nonsense about data encryption and security.
Not touching this with a bargepole.
October 7, 2024
Unprompted review
Reply from Patients Know Best
Hi there,
Sorry to hear this. We'd really like to hear more to see how we can help. Please send your concerns to help@patientsknowbest.com, and our support team will be in touch soon!
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
Inundated with emails about new information when there is never anything new
I get daily emails (sometimes more than one a day) from Patients Know Best saying that my profile has been updated. A link to see the change is included in the email. There is never a change in my profile. I don’t get anything useful like consultants’ letters or test results. I am not sure what is the point of this app.
October 5, 2024
Unprompted review
Reply from Patients Know Best
Hi Virginia,
Thank you for getting in touch with Patients Know Best and I'm sorry for any confusion caused by the email notification you have received.
As your hospital has 'updated your profile', this is a change to your demographic information, such as name, address, ethnicity etc. The link in the email will take you to the Profile page as this is where your demographics are stored. Some of these updates can be quite minor, such as an extra line in your address.
Clinical updates such as appointments or test results will be indicated in the email received. This data is sent to your PKB record from your hospital team. Please get in touch with our support team on help@patientsknowbest.com and we'll be able to provide more information on the data types your hospital is currently sharing with patients, and what you can expect to see in the future.
Best wishes,
Lisa
📧: help@patientsknowbest.com
Patients Know Best
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