PKB - Frequently Asked Questions

Why have I been contacted by Patients Know Best
As you have been a patient at Medway NHS Foundation Trust, your record has been added to this organisation. Unfortunately, if the demographics we had on file for you locally did not match your Patients Know Best record, they will have been overwritten. We are sorry for the inconvenience caused.

You can update the demographics manually here, but the details will continue to be overwritten unless they match what is held by all organisations that are sharing data with you. Please can you confirm your NHS number, Date of birth and current address and we will ensure the details held at at the Trust are updated to reflect this .

Medway NHS Foundation Trust organisation can now share the data it holds for you into Patients Know Best, however you have full control over your record. If you do not wish for your record to be shared, you can simply revoke the access we hold for you. For more information on how you can do this, please click here.

How will I be notified of new information in my record?
You will be sent an email to the email address you provided when you registered.

What information will be in my record?
You will see the last two years of appointments and letters. Currently this does not include radiology appointments and letters.

The trust is working hard on adding more letters into the portal such as radiology appointment letters, and other clinical letters during 2023.

Letters which are not read in the portal will be sent out by post. If the appointment is within seven days you will always receive the letter in the post.

You can add your own information if you wish, such as tracking your symptoms or recording medications you are taking. You can also keep your own notes to monitor your condition.

Do I need internet access to use the portal?
Yes as this is an online service and will require you or, a carer, to have regular internet access to receive your letters and use any additional features.

Why is the portal empty?
Some patients may not have any information in their records when they first register however this will change over time as you visit the hospital for treatment. You can still add your own information, such as tracking your symptoms or recording any medication you take.

Do I have to pay for this service?
No, there is no cost to you. Using the portal will help us to reduce costs such as paper and postage which can be reinvested to provide better care.

Other ways to register for PKB
Click here for other ways to register (e.g letter invite, SMS or email) 

Do I need an email address to register? 
Yes. you can only use one unique email address per registration e.g. you can’t use a family shared email if your family/friend already uses that email for their PKB accountIf you are registering through the NHS App, it will automatically use the email address associated with that account. 

I share an email with another person how can I register 
Emails need to be unique per patient – they cannot be shared across patients (i.e. the same email cannot be used for a parent and a child). Each patient requires an individual email. 

Why is the portal empty? 
Some patients may not have any information in their records when they first register however this will change over time as you visit the hospital for treatmentYou can still add your own information, such as tracking your symptoms or recording any medication you take. Watch our helpful guide explaining how you can use Patients Know Best to add your own information and the benefits of doing so.

Why am I receiving multiple notifications
This may happen when the discharge  documentation is updated by your clinical team ,during your stay as a inpatient or after you have been discharged from the hospital.

My information on the portal is incorrect
Contact the Trust by emailing to change your informationThis will then be updated in the portal when you are next booked an appointment and contact your GP practice to update your details. 

Why can’t I see my appointment information?
For patients who visited Medway NHS Foundation Trust within the last two years (before October 2023), your historical appointments will be available in PKBAny future appointment information will show immediately in PKB when an appointment has been bookedUnfortunately, Radiology appointments are not yet included. 

Why can't I see any data for a young person/child? 
Data is only available for patients over the age of 18, when you reach the age of 18 you will start to see any data that the Trust sends, appointment and discharge letters.  

Who do I contact if I am experiencing technical problems? 
For technical issues please email the technical team at PKB, or complete this form. Do not share any personal or clinical information with the team at PKB. 

What happens if I don't want to use the portal? 
This is your choice if you want to interact with the hospital in a digital way and requires you to ‘opt in’. Ignore the emails inviting you to register if you choose not to use this method. 

Who do I contact for any other issues or queries relating to the portal? 
For any queries not covered above, or if you require more support and information (e.g. resetting a password), you can securely email the team at

Will the data I add from my Fitbit device be monitored by my clinical team?
No.The data you add to PKB will not be monitored routinely by clinical teams, the record is for you to track your data, if you have any concerns regarding your health please contact your GP, if your surgery is closed, please call 111. In the event of a life-threatening emergency please call 999. 

When I log into PKB i can see a welcome message from another Trust

You will see the welcome message for the Trust that created your record, if you go to the sharing option this will show you all the Trusts and teams you are sharing your data with. PKB is available in Dartford and Gravesham Trust and soon to be Maidstone and Tunbridge Wells NHS Trust.