Patients Know Best (PKB) is designed to give you access to important letters and documents from your healthcare provider. If you’re having trouble viewing a letter, there could be several possible reasons:

  • Device compatibility: Mobile devices sometimes struggle to open certain types of files. A PC or laptop is often better equipped for this task.
  • Corrupted file: If the document didn’t download correctly, it may be incomplete or unreadable. Even retrying to download it might not work if your browser has saved (cached) the damaged version.
  • PDF viewer issues: Outdated or misconfigured software can prevent PDF files from opening.


Switch to a PC or laptop

If you’re using a smartphone or tablet, try opening the letter on a PC or laptop. These devices can handle more file types and often avoid compatibility issues.


Clear your browser cache

If the document won’t open even after downloading it again, your browser might be showing a saved version of the corrupted file. A corrupted file simply means something went wrong when the file was downloaded. This can prevent the document from opening or displaying properly. Clearing your browser’s cache and re-downloading the file usually resolves the problem.

  • Open your browser’s settings (usually under “Privacy” or “History”).
  • Clear your cached files or browsing data.
  • Revisit your patient record and download the document again.


Update or change your PDF viewer

Update your current viewer: Popular options include Adobe Acrobat Reader and Google PDF Viewer.

On Android devices:

  • Go to Settings > Apps.
  • Select your PDF viewer and tap Clear defaults.
  • Reopen the document and choose a different app as your default.

On Apple devices:

  • Install the Acrobat Reader app from the App Store. Launch the app.
  • On the bottom menu bar, select Files.
  • Locate the file on your iPhone and select it.
  • You can now scroll through and read your letter.


Use the NHS App

If you've used Patients Know Best within the NHS app, your letters will also be available there, offering an alternative way to view them. Log in to the NHS App and check your record for the document.


Report the document issue

If you still can’t open the letter, report the issue directly in PKB:

  • Click the Report document error button next to the letter.
  • Follow the on-screen advice.


What happens after reporting an Issue?

Before the letter’s planned print date: If you have clicked on the button before the letter's planned print date, a printed copy will be sent to your registered address.

After the print date: If you have clicked on the button after the letter's planned print date, you will be directed to contact your healthcare provider.