SME of the Week: Patients Know Best

Holly Durrant of Patients Know Best – a DigitalHealth.London Accelerator company and our SME of the Week – reflects on the company’s recent successes including their integration with the NHS App and their collaboration with the Care Information Exchange in North West London utilising both this integration and a recent integration with Servelec’s Mosaic.

Patients Know Best

Patients Know Best (PKB) is Europe’s largest personal health record platform, enabling patients and healthcare professionals to access real-time health information – anytime, anywhere.

As the world’s first patient-controlled personal health records system, PKB facilitates borderless, integrated care wherever the patient needs it. The system connects information from primary, secondary, social and mental health care providers, to create a single, unified copy of patient data. Everything from test results, care plans, real-time monitoring data and discharge summaries, to the patient’s own data – either uploaded from their journal, wearable devices or using symptom tracking, are all available in one patient record. This allows patients to access their data online to self-manage their health and wellbeing and reduces the need for professionals to request background information from the patient’s regular healthcare team.

During 2020, PKB became the first personal health record PHR to be integrated with the NHS App, giving patients access to their data stored in PKB through the national health interface. This extends the NHS App’s current features and sharing of GP data to allow patients to access PKB’s full health and care record and features directly from the national NHS interface. PKB also integrated with NHS Login last year to make access and registration even more convenient for patients – both through the NHS App and the PKB web interface.

‘The Care Information Exchange’ (CIE) is the name given to the PKB platform in North West London (NWL) where the team has been using PKB since 2016 to provide the UK’s largest personal health record system, with the potential to support the 2.4 million citizens of NWL. From March 2020, CIE/PKB worked with NHS Digital to allow patients from all GP practices across North West London to use the NHS App – PKB integration to access their hospital records from the acute hospitals participating in the CIE network within the NHS App interface. This supports patients to have a fuller record available behind the digital ‘front door’ of the NHS App. 

Furthermore, in February, PKB’s integration with Servelec’s Mosaic software was made available for patients in North West London. This allows patients and professionals to see social care data from Mosaic within a patient’s CIE record. This is the first time a PHR has integrated health and social care data from multiple institutions for a patient to access.

This integration with Mosaic is a result of NHS Digital’s ‘Digital Social Care Pathfinders Programme’, supporting Westminster Borough Council which aimed for greater collaboration between health and social care settings. Alongside the hospital and GP data, patients can now access social care data from Westminster City Council & the Royal Borough of Kensington and Chelsea, London Borough of Hammersmith and Fulham and Brent Council – all within their CIE record.

Find out more about Patients Know Best:

Find more out about North West London’s Care Information Exchange here: For individuals in North West London who have been cared for by the provider organisations using PKB/CIE, you can find out more information and register here: 

Information on the PKB/Servelec integration for social care data can be found here:

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The DigitalHealth.London Accelerator is a collaborative programme funded by London’s three Academic Health Science Networks – UCL Partners, Imperial College Health Partners, and the Health Innovation Network, MedCity, CW+ and receives match funding from the European Regional Development Fund.