If you’re having trouble resetting your password because the system isn’t accepting your security answers, don’t worry. This guide explains how to troubleshoot common issues and get back into your Patients Know Best (PKB) record.


Jump to: What to Do If You Still Can’t Remember Your Answer


When resetting your password, you’ll be asked to provide some of the following details that were set up when you registered your record:


  • Last Name
  • Date of Birth (entered as Day, Month, Year)
  • Postcode
  • Answer to Your Security Question



Each of these fields must match the information in your record with the you originally provided during registration.


Last Name

  • Ensure you’re entering your last name exactly as your NHS trust or healthcare provider have recorded.
  • Double-check for spelling mistakes or errors (e.g., hyphenated names or special characters).


Date of Birth

  • Make sure you’re not accidentally selecting the wrong year or date from the dropdown menus.


Postcode

  • Enter the full postcode of the address you registered with including spaces.
  • If you’ve moved since registering and updated your address, ensure you’re using the postcode linked to your patient record.


Security question

When you registered for your PKB account, you were asked to choose a security question from the following list and provide an answer:


  • What was the street you lived on when you were 10 years old?
  • What is your maternal grandmother's maiden name?
  • What was the name of your first pet?
  • What was the first name of your best friend when you were a teenager?
  • What was the make and model of your first car?
  • What is the middle name of your father?


During the password reset process, you’ll need to correctly answer the security question you selected when you first registered.

What to do If your security answer isn't accepted


Double-Check Your Answer

Your security answer must match the one you set when registering your account:

  • Check for spelling errors, such as names or addresses.
  • If you entered uppercase or lowercase letters during registration, ensure the same case is used.
  • If your answer included abbreviations, punctuation, or spaces, make sure these are also entered exactly as they were set.


Try Alternative Spellings or Formats

If you’re unsure of the exact answer, think of how you might have entered the information:

  • Did you include a full name (e.g., “Jonathan” instead of “Jon”)?
  • Did you use abbreviations (e.g., “St.” instead of “Street”) or middle initials?
  • For the car model, did you enter just the make (e.g., “Ford”) or the full make and model (e.g., “Ford Fiesta”)?

What to Do If You Still Can’t Remember Your Answer

If your security answers continue to be rejected:


Login using NHS Login

If you’ve previously accessed Patients Know Best with your NHS login, you can click the blue 'Login with NHS login' button on our sign in page:



Contact Your NHS Trust or Healthcare Provider

  • Your healthcare team can verify your identity and assist with updating your security information.
  • This may involve answering additional questions to confirm your details.
  • Patients Know Best can't reset your password or give access to your records. If the password reset doesn't work, please get in touch with your healthcare provider for help.


Tips for security answers


→  Choose an answer that's easy for you to remember but hard for others to guess.
→  If you update your security question, make a note of the exact format or spelling of your answer.


Need More Help?

For further assistance, you can refer to: