My Health and Care Record - powered by Patients Know Best (PKB)
In 2025, we’re making it easier for you to access your own personal health record. By working together with a trusted partner, Patients Know Best (PKB), you’ll soon be able to view your Kent and Medway Mental Health NHS Trust records securely through the NHS App, or via a website login.
What this means for you
From Winter 2025, we will be rolling out new features for you. You will soon be able to:
- See your appointment details and letters online 24/7, day and night
- Receive notifications about upcoming and newly-booked appointments
- View key information about your care, including care plans
- Access helpful resources related to your treatment
- Amend and cancel appointments online
- Choose digital access to reduce paper usage and support sustainability
This is completely free, secure, and designed to give you more control over your personal health record.
How to access your record
We’ll be introducing My Health and Care Record gradually, rolling it out service by service. When your care team begins using the system, you’ll receive an email invitation from Patients Know Best (PKB) with a link to register. This email will include everything you need to get started.
Once you’ve registered, you’ll be able to view your information in two ways:
- Through the NHS App - available on your phone or tablet
- Through the Patients Know Best website via my.patientsknowbest.com, using a secure login you’ll set up during registration
You’ll see the Patients Know Best name on your registration email, on the login screen, and on any notifications you receive - so you’ll always know it’s the same trusted system keeping your health information safe.
Please check with your care team that they have your most up to date email on file so that you can receive this invitation.
Your data, your choice
If for any reason, you’d prefer not to have this information available in the app, you can opt out by contacting our Information Governance team
Email: kmmh.infoaccess@nhs.net
Telephone: 01795 514 525.
When will this be available?
Rollout of My Health and Care Record will start from Winter 2025. We’ll keep you updated on when it will be available for your service.
Frequently Asked Questions
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.
If you’re already using PKB with another NHS organisation, there’s nothing more you need to do. Once our systems go live, your Kent and Medway Mental Health NHS Trust health record will appear alongside any other records you can already access - all in one secure place. This means you won’t need to register again, and you can view your trust letters, appointments and care plans as part of your existing account.
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.
Here is a list of all of the available features that you’ll will be able to view at launch:
- Appointment letters
- Care plans
- Discharge summaries
- Letters from your care team
- Additional information shared by your care team
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.
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.
