Skip to main content

Frequently asked questions for Patients Know Best

Below are the answers to some of the most frequently asked questions for patient held records on Patient Knows Best (PKB) website:

  1. Do I need internet access to use this service?
    Yes. This is an online service and will require you or a carer to have regular internet access to receive your correspondence via the portal and to use the additional features.  If you do not opt-in, it will not affect the care that you receive from the health board.’ 
  2. What devices can I use to log in?
    You can access your PKB record from any smartphone, tablet or desktop device. There is no need to update your device or install new software. Simply use your web browser to log in. However, either you (or your carer) will need regular internet access to receive your correspondence and to access all the features.
  3. What happens if I don't want to use this service or I do not have access to the internet?
    The online patient held record is an optional service and requires you to ‘opt-in’. It provides choice to patients who wish to interact with the hospital in a digital format.  If you do not opt-in or are unable to access the internet, it will not affect the care that you receive from the health board. If you do not wish to use this service, you can ignore the invitation and you will continue to receive your hospital correspondence in the usual way.  However you can also ask a carer or family member to register on your behalf - see question 9 for more details.
  4. What correspondence is available in the patient held record?
    Once registered, outpatient appointment letters will be available to you and further correspondence will start to be available within PKB in the future. Your clinical team will also be able to securely message you.  Please note, you will still receive written correspondence in the post until all departments in the hospital are able to send their letters this way.  Some clinicians will also share resources and video that they consider will be useful to you.
  5. Will my information be held securely?
    Yes. The patient held record provided by PKB meets NHS requirements for health record systems and is fully compliant with the General Data Protection Regulation (GDPR). Only the minimum level of data necessary to verify you will be uploaded. All personal and health information stored is encrypted. PKB is the software provider selected by the health board to provide this service.
  6. Where can I find help with how to use PKB?
    You can access the Patients Know Best Help Manual here [opens in new tab].This provides a whole host of useful information about how to use PKB.
  7. Will using PKB 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 help you to be more involved in decisions.  You will receive better explanations from us and give you the tools to manage your care safely at home.
  8. Is the system secure and how can I be sure my information won’t be shared or sold?
    PKB is hosted within the NHS network, so it is 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.
  9. 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.
  10. Why is my record empty?
    We are unable to add any information until you have registered. Once you have registered, your correspondence will start to become available. In the meantime, you can add your own information, such as tracking your symptoms or recording any allergies or medication you take.
  11. Does it cost me anything?
    No, there are no costs to you as a patient as the service is funded by the health board.
  12. I’m having technical problems or issues with registering. Who should I contact?
    Please email the PKB support team at and a member of the team will be pleased to help.  You only need to provide your name, the name of the organisation that created your account (eg the hospital) and a summary of any problems you have encountered.
Follow us on: