My Health and Care Record - powered by Patients Know Best (PKB)

Patients Know Best (PKB) is a secure, NHS-approved service. It helps you view and manage your health information. It is already being used by many other NHS trusts.

We’ve chosen PKB because it puts you in control and works safely with the NHS App.

No. If you already have a PKB account, your Kent and Medway Mental Health NHS Trust record will appear automatically once our service goes live.

You’ll be able to see everything in one place using your existing login.

At launch, you’ll be able to see:

• Appointment information
• Notifications about your appointments
• General information and resources shared by your care team

Clinical documents will be added later as part of a phased rollout.

We’re introducing the service in stages to make sure it’s safe, clear and works well for everyone.

Starting without documents allows us to test and improve the system before adding more detailed information. We’ll let you know in advance when documents are introduced, though this is expected in Summer 2026.

We want to give you better access to your care, reduce delays, and improve the way we work together.

Lots of NHS organisations already offer this. We’re proud to be catching up and offering the same modern, joined-up care.

If you already have the NHS App, you won’t need to do anything extra. If not, you can use the PKB website or download the NHS App on your phone or tablet.

Yes - using the service is your choice.

You’ll get a letter and/or email asking if you’d like to register for the service. If you don’t want to take part, simply ignore this letter and do not register for the service - you’ll continue to receive printed letters about your appointments as normal.           

Yes. Patients Know Best is used by the NHS and meets strict security and data protection rules.

Only you and the people involved in your care will be able to see your information.

You can still use the service on a computer, through the Patients Know Best website.

If you don’t have access to the internet at all, that’s okay - we’ll continue to send letters and update you in the usual way.

No - we will only be able to see the mental health section of your health record.

The Patients Know Best system is designed with privacy in mind. It organises health information into categories (mental health, general health, social care, and sexual health). Our trust will only have access to the mental health section by default.

You are always in control of your information. You can choose to share more of your record with us, or keep other parts private. This is so you can feel confident in how your information is used, while still allowing for safe, joined-up care when it matters most.

We’re here to help. When you receive your invite, it will include step-by-step guidance.

We’ll also have a support line and information on our website if you need more help. We’re also training our teams all about the system, so you’ll be able to talk with your team directly. If they can’t answer your questions, they’ll be able to point you in the right direction.

Yes - once you’re registered, you can add personal notes, including symptoms and diagnoses to help manage your care. This is optional and entirely up to you.

Yes - you’ll be able to share access with a carer, family member or friend if you choose to.

You’ll be in control of who sees what.

Not yet. For now, the service is mainly for viewing and updating your records. You can continue to get in contact with your healthcare team through your usual methods.

Yes. When you register for the service, letters such as appointment details will be delivered via My Health and Care Record instead of via post. If you wish to continue to receive paper letters, you can:

• Speak to your care team, who can update your preference
• Or contact our Information Governance team to opt out

You can change your preference at any time.