FAQ

How do I report incorrect data in my PKB record?

We built our software to help patients manage their own healthcare. We do this by putting the patient in control of all information about them, and who gets to use that information with them.

Medical data inside your record can come from any organisation who has your consent to access to your record, including your doctors, nurses and relatives. Information may also be transferred automatically from an organisation's medical records system. Each data entry point will have a 'source' to identify where this data has come from. At any point, if you spot some inaccurate or incorrect data, you should contact the source so they can rectify the data in your record and their own medical records system.

We advise teams to publish information on their data correction process and contact details in their team's library section of your record so please check there first to follow their guidelines. Alternatively, in most areas of PKB, you can use the 'discuss selection' option by clicking the box beside the item and then selecting discuss. You can then send a message with this data to the source of the incorrect data and they can follow their internal process to correct the information.

How do I know my records are safe and secure?

We encrypt the data at the patient level. That means the patient is the only person who can access their data, and they give others access (and can also revoke it). Patients Know Best is incapable of misusing the data because we cannot even get to it. The technical barriers we put in place are what allow governments and large health care providers to trust us with large data sets about large numbers of patients. This is why we are the only company to have passed the security and privacy requirements to enter the NHS secure network and as a result we are able to transfer data from there to patients' homes.

How much does PKB cost?

PKB software is usually paid for by clinical teams who then provide accounts to patients, free of charge. Each patient can then invite their doctors and nurses to use the software with them, free of charge.

Does PKB work outside the UK?

Yes, you can use PKB on anywhere in the world, all you need is a computer or phone connected to the internet. Indeed, PKB is particularly useful to patients who live or are treated across borders, because health care institutions don't tend to be very good about talking to each other within countries, let alone between them! With a PKB record, you can collect, access and share your records from all your interactions with different health care institutions. And, PKB is compliant with data protection regulation in the UK, EU as well as the United States (i.e., HIPAA compliant).

How is PKB different to NHS efforts like the Summary Care Record?

The NHS Summary Care record is just what it says it is: a summary of the care the NHS has delivered. It does not include the full medical history and consultations, just a summary. For patients with complicated and rare conditions, this is not enough. It is also focused on the NHS, and does not include other useful records from all the other people who help the patient, including patient charities, social workers, private practitioners, family members, nor the patient himself.

How is PKB different from Google or Microsoft?

There are a few differences between Patients Know Best and other providers of patient-controlled records like Google Health or Microsoft HealthVault.

Encryption: First, we encrypt the data at the patient level. So the patient is the only person who can access their data, and they give others access. This means that Patients Know Best is incapable of misusing the data because we cannot even get to it. Google, Microsoft and others have promised that they would never misuse the data, but you would be relying on their promise. The technical barriers we put in place are what allow governments and large health care providers to trust us with large data sets about large numbers of patients.

Integration: This is why, second, we are the only company to have passed the security and privacy requirements to enter the UK National Health Service secure private network. So we can transfer data from there to patients' homes. Note that although we started off in the UK, we serve patients globally, and NHS approval has meant that other countries are beginning to use our software, including those in the EU, USA and Middle East.

Workflow: Third, our focus is on the patient working with their clinical team, rather than just the patient. Because we include tools that are useful to both parties – online consultations, online prescribing, personal health plans – then both of them can use the software to save time and money. This is why patients who spend time using our software get good feedback from their clinicians, whereas patients using other services are often disappointed that clinicians will not look at their records or use it with them.

What browsers does PKB support?

The majority of users log into the PKB web site. The site is designed to be responsive (any page looks good on any screen size device) with familiar web-based behaviours.

PKB works on all modern browsers (Chrome, Safari, Firefox, IE 11+), so as long as the system used supports these browsers - there should not be an issue.

PKB is optimised for use via mobile devices with screen 320 px and wider which includes Android (Chrome/Firefox) & IOS 8 and up (Chrome/Safari/Firefox).

Will PKB automatically log me out if I am inactive?

PKB will log you out after 20 minutes of inactivity. Care plans and messages are automatically saved as drafts every minute, but any other changes made will be lost.