FAQ's for support staff

PKB has it's own dedicated helpdesk available by emailing help@patientsknowbest.com or submitting a ticket. Some of our larger sites choose to be the first step in the help process, using their own service desk to monitor and address queries from the organisation staff and the patients they care for.

Below is a summary of the most common enquiries reported to our helpdesk with standard responses and information required to address the query.

Error codes

  • When a user hits an error on PKB they given a support code
  • The code gives the developers information on
    • The patient’s PKB ID
    • Timestamp
    • Which page they were on etc.
  • They are asked to send it through via a form to the helpdesk


Sorry you are having difficulties, and thank you for sending the code through.

Please could confirm what steps you took in your account before the error came up?

I have passed this onto our developers who will be in touch shortly.

Best Wishes,

Replying to alerts/invitations

  • All alerts or invitations come from PKB on the email messages@patientsknowbest.com
  • Sometimes users reply to the email alert wanting to speak with their clinical team rather than logging in and using Discussions
  • We forward emails over to the helpdesk and explain the process to them
  • If their enquiry to their clinician appears to be urgent we might recommend they phone the service or we might sent a direct message BCC’ing the clinician



By replying to the invitation you have sent your message to PKB at messages@patientsknowbest.com which we forward onto our helpdesk here at help@patientsknowbest.com which is how I have come to your message. These invitation and reminder emails are generated through the site rather than directly from your clinician's email so if you want to contact your clinician you will need to email them directly, although once you are registered on the site you can message them via the 'Discussions' tab.

Is there anything I can help you with or did you just need to contact your clinician?

Best Wishes,

Issues logging in

  • If a patient states they cannot log in we need to work out
    • Have they forgotten their password?
    • Have they tried manual reset?
    • Are they using the app or the webapp?


Sorry that you have been having difficulties. Are you trying to access your PKB account using the app or online at my.patientsknowbest.com?

When you registered you should have set a secret question, if you click 'Forgot password' at the log in screen you will be able to reset your password yourself using this question and your DOB and postcode.

It is also possible that your browser is autofilling the fields for you, but the saved answer may be incorrect. If you click between field and the log in button, rather than using shift or enter, it can prevent this incorrect autofilling.

Let me know how you get on; the next step would be to contact the coordinators at your hospital department to reset your password for you, but it is much quicker to see if you can reset yourself.

Best Wishes,

Password reset

  • This solution asks for the information necessary to get in touch with the coordinator for a password reset
  • It also gives them a direct link to the password reset page to complete themselves


Sorry to hear this {name},

Could you let me know which hospital and clinical team is looking after you?

In the meantime, I wanted to double-check that you have already tried the manual reset option:


Adding carers and carer access to patients

  • This may be useful to explain the carer role
  • Shows how a professional can add a carer
  • You may also be contacted by carers saying their child’s account is “empty”
    • They log into their own account first which may well be empty
    • Then navigate through to their child’s account via “Sharing”



A carer with full access to the record can do anything within the record that the patient can do. Carers/Friends and family can be given access to the patient's account by either the patient or the clinical team.

Option A - Clinical team adds the carer:

The clinical team can set this up by entering the record via their list of patients, going to the 'Team' section within the patient's account, selecting 'Friends/Family', and lastly 'Add a Carer' . The clinician then adds the family member using their email address. The carer will then receive an email to complete registration. If they then forget their password, they can answer their security questions to reset it.

Option B - The patient adds the carer:

The patient can set this up by logging into their account, going to the 'Sharing' section - 'Friends/Family' - Add a Carer' and then adds the family member using their email address. The carer will then receive an email to complete registration. If they then forget their password, they can answer their security questions to reset it.

Adding a carer creates the carer their own PKB record which they will access when they log in. This is an unpaid for record that will be blank and they will NOT see the patients information within it. To add things to the patient's record or to view information within it they need to enter their own record, go to 'Team' - 'Friends/family' and they will see the patient's name under 'People I Look After' and can access the patient's record this way.

Privacy query

  • Useful text to explain in more detail our privacy model and requisite accreditations and standards
  • Useful if someone says they do not wish to participate with the system on the grounds of thinking it is insecure


Thank you for your recent email, it's always a pleasure to discuss privacy and is a topic we care deeply about. I have included some general information below regarding our privacy policies, however if you have further questions please do let me know.

When a user registers, they are asked to accept the user agreement:


Which in turn mentions our privacy policy:


Briefly, as the privacy policy mentions, we are registered with the UK's ICO and comply with the DPA for EEA patients. All our UK customer data are hosted in a UK NHS N3 data centre and we do not transfer the data outside the EEA. Note that you, the patient, may still copy your data or give consent for the viewing of the data, by a third party outside of the EEA, e.g. a US physician. But that would be under your consent and control.

Regarding the security of the data, we host UK data in a secure NHS N3 data centre, to ISO 27001 standard. We also encrypt each patient's record with a unique public key, and only the patient – and the people the patient chooses – have the key with which to decrypt the record. No third parties (including PKB) have access to that decryption key so none of them can access a patient's data without that patient's permission.

I do hope the information provided is helpful and please do let me know if you have any further queries.

Kind regards,

Patient wanting to update their demographics

  • Earlier this year we locked down some of the demographics section so patients cannot edit
  • This response links to a blog explaining why and the new workflow they should follow

Dear {name},

To change your demographic profile, you will need to contact your clinical team to have them change it for you. We have this feature because verification is an important part of our process to ensure that all medical data including messages and lab tests are being sent to verified individuals. We have a blog to help explain in more details.

To do so, please log onto your PKB record, click on 'Discussions' to send a message to your clinicians to have them update your profile.

Let me know if there is anything else I can do to help.

Details needed for developer investigation

  • This is the kind of information we should try to gather each time an error is hit to maximally assist the developers and limit back and forth information gathering


PKB Account: Carer, Patient, Clinician, or Coordinator

Environment: UAT, Sandbox or PROD

Device: Tablet or Computer? iOS or Android? if computer, what browser? (IE, Firefox, Chrome, Safari)

Logins (if on UAT):


Support code (if any) or email address of requestor:

Time and day of error: