Frequently Asked Questions

What is Patient Knows Best?

Patient Knows Best (PKB) is a secure online service that allows you to store your health records in one place, to give you instant access to, and better control of, important information such as appointment letters, appointment details and access to a range of test results which have been undertaken at the hospital.

What devices can I use to log in?

You can access your PKB record from any smartphone, tablet, or desktop device.  There’s no need to update your device or install new software. Simply use your web browser to log in at my.patientsknowbest.com. 

You can also use the QR code on your invite letter if you have one.  However, either you (or your carer) will need regular internet access to receive your correspondence and to access all the features.

Can I access my information on the NHS app?

Yes, you can link your account to the NHS app and receive notifications via the app.

You will be able to access appointment details available in PKB via the NHS app, this will later extend to appointment letters. You can continue to access this information directly within PKB; this information will only be accessible to you via the NHS app if you provide consent (this is done within the NHS app).  The Trust will share NHS numbers of people signed up to PKB with NHS England for this purpose, the NHS app needs to know who is associated with PKB so it can find the information you want and access.

For more details on the NHS app please visit www.nhs.uk/nhs-app.

For information on how to link your PKB account to the NHS App please see: York and Scarborough Teaching Hospitals NHS Foundation Trust - Linking to the NHS app (yorkhospitals.nhs.uk)

How will I know if you have sent me something on PKB? 

You can receive smartphone notifications from the NHS App when there are new messages in PKB. 

You will receive these notifications for new activity in the Events & messages section, which includes messages from their professionals, new documents, and information on hospital visits and consultations (questionnaires).

You can read your messages from within the NHS App by tapping on the notification. 

To learn how to manage NHS App notifications, see https://www.nhs.uk/nhs-app/nhs-app-help-and-support/nhs-app-account-and-settings/managing-nhs-app-notifications/. 

I already have GP online access. Why do I need this?

PKB is used by NHS organisations across the U.K for sharing information between patients and their healthcare professionals. We chose it for our patients because it is the most secure and advanced system which, unlike your GP online access, this means you can:

• See data from your hospital, not just your GP for a more complete record.
• Add your own data to track your own health (i.e. your symptoms).
• Connect over 100 devices (i.e. blood pressure monitors and weight scales).
• Access your record while travelling outside the UK if you ever need to.
• Choose what parts of your record to share e.g. your general health but not sexual health information.

Do I have to use PKB?

No, it’s optional and for your convenience. However, it helps to ensure all the people caring for you have the information required to support your needs.

Your account also gives you access to information that we have not previously shared with you such as test results. When new information is available, PKB sends you an email alert to notify you. Any carers you have shared your record with will also get these alerts to help you manage your care accordingly. 

You can continue to receive letters from the Trust in the normal way, if you wish to.

If you do choose to use PKB but don’t read a letter has been added, you will receive the letter in the post.  This is to ensure that we do everything we can to alert you to an appointment.

Will this affect my care?

No, this will not affect the care you already receive from us.  Instead, it’s designed to improve your care and experience, and give you instant access to appointment dates and appointment letters By viewing your appointment letters with PKB, it also means we can save money on postage and allocate this funding where it’s most needed.

Is the system secure; and how can I be sure my information won’t be shared or sold?

Patients Know Best is hosted within the NHS network, so it’s just as secure as the information we as a hospital hold about you.  We chose this system because it meets the stringent NHS requirements for health record systems and is fully compliant with the Data Protection Legislation 2018.  All personal and health information is encrypted (or coded), with PKB only having access to your NHS number. This means only you and the people you choose can access your health information.

The Trust will continue to share necessary information about your care with your GP etc. outside of PKB.  For more information please see our patient privacy notice.

What is the Trust’s relationship with PKB?

The Trust commissions PKB to provide this service for our patients.  We ask them to set up a record for you; they maintain this on our behalf.

When you choose to activate your record, the Trust continues to be in control of the information in this record and any direct correspondence in this, but PKB are responsible for your account information and any information you choose to add to the account. This includes where you allow other members of your family, or clinical teams to view the information within PKB.  Please see PKB’s privacy notice.

The Trust ensures that we have agreements that document this relationship with PKB which we can make available to you if you email yhs-tr.FOIRequests@nhs.net.

Can I ask a carer or family member to register on my behalf?

Yes, family members and carers can, with your consent, register on your behalf. However, they should not use their own email account to do this.  If you want the family member or carer to have access to your record they can be added in the “sharing” section. This will allow them to set up their own account and allow you to control the level of access they have to your record.

Why have I been invited to register for PKB by one Trust but the logo and welcome message refer to another Trust?

When you register for PKB via an invite from York and Scarborough Teaching Hospitals NHS Foundation Trust, you will see our logo.  However, if you have been a patient with another Trust in the past your record may reflect this and show their welcome message and logo.

You can go to the sharing tab of the PKB manual and check which trusts and organisations you are sharing your PKB record with and amend if you wish.

What information is available in PKB?

Your PKB record will include your basic information identifying you, including your NHS number.  It will also allow you to access some of the letters the Trust would normally post to you.  You can also see appointment details, and a range of test results which have been taken at York & Scarborough Teaching Hospitals Trust.  Please do not contact your GP practice if you cannot find the information you are looking for.

You can add your own information, such as tracking your symptoms or recording any allergies or medication you take.  Please note, your care team will not be able to see the notes that you make, these are for your records so that you can track your health of symptoms in a digital journal.

Does it cost me anything?

No, there are no costs to you as a patient as the service is funded by the trust. We will recoup costs through a reduction in paper and postage expenses as a result of correspondence being sent to you digitally.

I have opted in to digital correspondence.  Can I opt out? 

Yes.  If you no longer want to use your PKB account, please contact us, details below. We will contact the PKB support team who can remove your email from your account. This means that you will no longer receive email notifications about changes to your record and you will no longer be able to log into your account.

You can move back to paper correspondence at any time.  Please send us your request to the following addresses:    

Information Governance
York and Scarborough Teaching Hospital NHS Foundation Trust
York Hospital
Wigginton Road
York
North Yorkshire
YO31 8HE

Or by email to yhs-tr.Information.Governance@nhs.net.

Please include your name, address, date of birth and NHS number if you have it.  It may take a short while to update the computer system following receipt of a request.  

I’m having technical problems, who should I contact?

Please email PKB directly at help@patientsknowbest.com.  You only need to provide your name, the name of the organisation that created your account (i.e. this hospital) and a summary of the problem(s) you have encountered.

Who should I contact if I have any questions or need help?

For questions or support using this service, please email help@patientsknowbest.com.