Keeping your personal details up to date in your Patients Know Best (PKB) record helps ensure you receive the right care at the right time. 

Your Patients Know Best profile is automatically updated with information from your healthcare provider’s system. Sometimes, if their records aren’t up to date, outdated details may appear in your profile. This is why it’s important to inform your GP or hospital of any changes to avoid old information being re-added to your record.


What to do if you see incorrect information

Incorrect name in your record

If you have successfully registered for PKB, your identity has already been verified using your personal details which means the record is yours . If your name appears incorrectly in your record, this is likely due to an update error from your NHS Trust or healthcare provider.

Double-check that your GP and hospital records are correct to prevent outdated information from reappearing in Patients Knows Best.

Address or contact information out of date

You can update this directly in your Profile (please see the instructions below) but also inform your healthcare provider to avoid future mismatches.

How to update your profile information


Update your name and address

  • Log in to your PKB account.
  • Go to the Profile page by clicking on your name in the top-right corner.
  • Scroll to the Address section to update your address.
  • Make any changes needed and click Save.
Updating your address in PKB won't automatically update your healthcare provider's records. Be sure to let them know directly to avoid outdated information being re-added to your record.


 
Change your email address

  1. On the Profile page, click Add email.
  2. Enter the new email address.
  3. Confirm the change by clicking the link sent to the new email address and logging in with your old email address
  4. Choose which email address should be your primary contact by selecting the appropriate option.

Remove an email address

  • Navigate to the Profile page.
  • Click Delete next to the email address you wish to remove.
  • You must keep at least one email address in your record, so if the email you wish to delete is your primary email, switch the primary address first.


Update your contact number

  • In the Phone numbers section, enter your preferred contact number.
  • You can add a mobile, home, work, or other number.
  • Select which number you’d prefer to be contacted on by choosing the primary option below the relevant number.


Change your email notification preferences

  • On the Profile page, go to Email notification preferences.
  • Choose between:
    • Default: You’ll receive all time-sensitive notifications and a maximum of one email per day about other updates.
    • Time-sensitive only: You’ll only receive critical notifications, such as appointments and new documents.


Even if you choose "Time-sensitive only," you’ll still receive notifications for changes to records of people you care for.

Why you can't edit certain information

Some key information, such as your date of birth, ethnicity, and gender, must match exactly with your healthcare provider's records. This is to ensure that the right information reaches the right record.

If you need to update these details, please contact your NHS Trust or healthcare provider directly. Once they update their system, the changes will automatically reflect in your PKB record.

Need more help?

If you’re struggling to update your profile or if the information doesn’t seem to sync correctly with your healthcare provider’s records, please reach out to your NHS Trust or healthcare provider directly. They can make the necessary changes to their system, ensuring your PKB profile stays accurate.