Why are there different systems?
Across the NHS, GP practices and hospitals use separate digital systems. This means you may see your information in more than one place. We know this can be confusing, so this page explains what each system does and which one to use for common tasks.
The Three Systems You Might Use
1. NHS App
The NHS App is the main place for GP services.
You can use it to:
- Book and cancel GP appointments
- Request repeat prescriptions
- See your GP record
- View GP test results
- Submit online forms (depending on practice setup)
2. Patients Know Best (PKB)
PKB is your personal health record, used by some NHS services including GP practices, community teams and specialist clinics.
You can use it to:
- View letters and documents shared by participating services
- Track long-term conditions (symptoms, measurements, care plans)
- Securely message some hospital or community teams (if enabled)
- See a timeline of your health information from different sources
3. Sussex Hospital Portals (e.g., My Health & Care, or Trust-specific systems)
Hospitals in Sussex may use their own portals for outpatient appointments and test results.
You can use them to:
- View hospital appointments
- See hospital test results
- Read clinic letters
- Receive messages from your hospital team
Which system should I use? — Quick Guide
| Task | Use this system |
|---|---|
| Book/cancel GP appointment | NHS App |
| Request repeat prescription | NHS App |
| View GP blood test results | NHS App |
| View hospital blood test results | Hospital Portal |
| View hospital appointment letters | Hospital Portal |
| View documents shared by community or specialist teams | PKB |
| Track symptoms or upload health data | PKB |
| Send a message to your hospital team | Hospital Portal |
Why do results and letters appear in different places?
GP and hospital services use different systems. Your GP may not receive hospital results immediately, and hospitals may not be able to display GP results.
This is normal, even though it’s confusing.
What if I’m not sure where to look?
If you cannot find what you need:
- Send us a message via the NHS App,
or - Fill out an AccuRx Triage request via Wellbn.co.uk or call the surgery and our reception team will guide you.
Helpful Links
- NHS App: Search “NHS App” in your App Store
- PKB Login: https://patientsknowbest.com
- Sussex Hospital Portals: Check your hospital letter for your portal name and login instructions.
Absolutely — here are both resources:
✔ a clean comparison table
✔ a clear, patient-friendly flowchart (text version you can copy into your website, leaflet, or PowerPoint)
If you’d like, I can also turn the flowchart into a graphic PDF with WellBN branding.
COMPARISON TABLE: NHS App vs PKB vs Hospital Portals
| Feature / Task | NHS App (GP) | Patients Know Best (PKB) | Hospital Portals (Sussex) |
|---|---|---|---|
| GP appointments | ✔ Yes | ✘ No | ✘ No |
| Repeat prescriptions | ✔ Yes | ✘ No | ✘ No |
| GP test results | ✔ Yes | Sometimes (if shared) | ✘ No |
| Hospital test results | ✘ No | Sometimes (if shared) | ✔ Yes |
| Hospital outpatient appointments | ✘ No | ✘ No | ✔ Yes |
| Hospital clinic letters | ✘ No | Sometimes | ✔ Yes |
| Documents from community/specialist teams | ✘ No | ✔ Yes | ✘ No |
| View personal care plans | ✘ No | ✔ Yes | ✘ No |
| Track symptoms / upload readings | ✘ No | ✔ Yes | ✘ Some (depends on service) |
| Secure messaging with clinicians | ✔ GP forms/messages | ✔ Some hospital/community teams | ✔ Some hospital teams |
| Login type | NHS login | PKB account | Trust-specific portal |
| Best for… | Everyday GP care | Long-term conditions & shared plans | Hospital care & test results |
Flowchart: Finding your health information
START
│
▼
Are you trying to do something
related to your **GP practice**?
│
┌──────────┴──────────┐
│ │
YES NO
│ │
▼ ▼
┌────────────────────┐ Is it about a
│ Book GP appt? │ **hospital appointment,
└────────────────────┘ test, or clinic letter**?
│ │
Use **NHS App** ┌─────┴─────┐
│ │
YES NO
│ │
▼ ▼
┌─────────────────────────┐
│ Use **Hospital Portal** │
└─────────────────────────┘
│
▼
Is it about a **community
team or long-term condition
plan**, or uploading readings?
│
┌─────────┴─────────┐
│ │
YES NO
│ │
▼ ▼
┌───────────────────────────────┐
│ Use **Patients Know Best** │
└───────────────────────────────┘
│
▼
Still not sure / can’t find it?
│
▼
Contact **WellBN Reception** or message us
through the **NHS App**.