My Health and
Care Record

My Health and Care Record, powered by Patients Know Best (PKB), is a secure online personal health record where you can see most of your appointment letters and results. It can be accessed from any device, or the NHS App, at any time, and is free to use.

My Health and Care Record logo

Queen Victoria Hospital is rolling out My Health and Care Record to patients who have provided us with an email address. Invitations will be sent from Patients Know Best who power the platform. Over the coming months, your information relating to letters, appointments and test results will be available.

What are the benefits of My Health and Care Record?
  • It is a secure space where you can see your hospital appointment/clinic letters, and test results
  • Instant notifications when new information is available
  • Your information is available to you on any device with internet access, anywhere and at any time
  • You have the option to securely share this information with your family, carers and health professionals, if you want to
  •  It reduces the number of paper letters sent so is better for the environment.

Patients who have provided an email address or mobile phone number may receive an invitation to register for My Health and Care Record (powered by Patients Know Best). If you have not received an invitation but you have been a patient recently, you can register via the link above.

Need help signing in or registering? You can find more information by clicking this link.

How does it work?

This video will explain how to register for My Health and Care Record (powered by Patients Know Best)

Is my data safe?

Your health, your data, and your peace of mind.
Find out more here.


Below are some frequently asked questions from our patents.

Is it easy to use?

Yes. Choosing to register means, in future you will receive the majority of your hospital letters through the platform, all of your information is stored securely in one place. If you miss a notification, do not worry  we will know to send you a letter.

Learning how to use a new online platform may seem overwhelming at first, but it has been designed to be simple, straightforward and secure. This guide will help you through the process of registering.

What happens if I do not want to use this service or I do not have access to the internet?

The online patient held record is an optional service and requires you to ‘opt-in’. If you do not opt-in or are unable to access the internet, it will not affect the care that you receive. If you do not wish to use this service, you can ignore the invitation and you will continue to receive your hospital correspondence in the usual way.

If you have opted in to this service and then change your mind and no longer wish to access My Health and Care Record, you can contact if you then decide you do want access we can also add you back in.

Why have I received an invite from Queen Victoria Hospital when I have not been to you?

Queen Victoria Hospital runs a number of clinics based at other hospitals and healthcare facilities.

Whilst you may not have been to its hospital in East Grinstead, you may still be seen by Queen Victoria Hospital clinicians. This is why you have received an invite to join My Health and Care Record.

You can find out more about the other locations Queen Victoria Hospital works in here.

Can I ask a carer or family member to register on my behalf?

If you want the family member or carer to have access to your portal record they can be added in the ‘sharing’ section. This will allow them to set up their own account and allow you to control the level of access they have to your record. For more information click here.

Your family member/carer will need to use the web-based version of My Health and Care Record to see information about you, not the NHS app.

Is the system secure and how can I be sure my information will not be shared or sold?

My Health and Care Record (powered by Patients Know Best) is compliant with the NHS network, so it is just as secure as the information we already hold on you.

However, it is unique because it also gives you, the patient, access to your information via any web-enabled device. Patient information is encrypted (or coded) and only people who have permission to view your information can do so.

You can read Queen Victoria Hospital’s privacy information here.

Why is there limited information in my record?

Queen Victoria Hospital is implementing My Health and Care Record in phases. In the coming months you will be able to see your appointments, appointment/clinic letters and test results.

Information relating to appointments/treatment prior to the hospital introducing My Health and Care Record will not be available digitally here.

Will I receive my letter in the post when I have read it online?

Your appointment letter will remain in your digital health record on My Health and Care Record, meaning you do not need a paper copy.

Do I need to print out my letter?

You do not need to print our your letter and bring it with you to your appointment. If you want to print it at home for your own reference you can by downloading it.

How will I know if there is new information?

When you register you will be asked to provide an email address. A notification will be sent to this email address when new information is available.

Why can't I see my child's record?

Queen Victoria Hospital is currently unable to facilitate online access for patients who are under 16 years old, or access for Parents/Carers to see the records of patients who are under 16 years old.

Does this mean I will not receive any letters or texts from QVH?

Your appointment letters will be available to view digitally within My Health and Care Record. If you do not access them after receiving the email notification, they will be posted to you.

You will continue to receive text message reminders as long as we have your mobile number and you have not previously opted out.

Are other hospitals using this?

Yes. Many other trusts across Sussex and the UK are using My Health and Care Record (powered by Patient Knows Best). So if you are a patient at another Trust who is also using the same system to send health information to you then you will see that data in your record too, meaning a fuller, more comprehensive personal health record.

What type of password should I use?

To ensure that your information is secure, we ask that you choose a good password when you first register.

It must:

  • be 10 or more characters long.
  • contain at least one uppercase letter, one lowercase letter, one special character and one number.
  • have valid special characters such as: !”#$%&’*+,-.\:;<=>?@[]^_`{|}~
I want to query, confirm, cancel or rebook my appointment, who do I contact? Or I think the appointment details are incorrect, what do I do?

If you need to speak to us about your appointment or think any of the details are incorrect, please let us know. You can find details of the relevant team on the appointment letter.

I am having technical issues with registering. Who should I contact?

If you have any technical queries about My Health and Care Record (powered by Patients Know Best), please contact their help desk on and they will be happy to help.

You can also access the user guide here.

I have a query about the information stored online. Who should I contact?

If you have any queries about the information about you in My Health and Care Record please email and a member of the team will be pleased to help. You only need to provide your name, the name of the organisation that created your account (e.g. QVH) and a summary of any problems you have encountered.

You can also access the user guide here.

You can also read Queen Victoria Hospital’s privacy information here.

Can I opt out of receiving letters digitally?

If you do not want to receive your letters digitally please do not click on the link in the notification email. By not opening the link, a copy of the letter will be sent to you in the usual way through the post.

Can I opt out of My Health and Care Record?

If you no longer want to be registered for the My Health and Care Record platform you can email and the team can help you. Please note this can de-register you from all hospital trusts that are sending you information via this platform, not just QVH.

Privacy statement

This privacy statement discloses the privacy practices for and, the websites of Queen Victoria Hospital NHS Foundation Trust. It applies solely to this website; links within this site to other websites are not covered by this privacy statement

Information collection and use

Queen Victoria Hospital NHS Foundation Trust does not store or collect any personal information about site users. The system will record your email address and other information if volunteered to us by you. This information shall be treated as confidential. It may only be used for internal review and to contact you regarding any feedback. You can read our patient privacy notice here.

Virtual clinics

We will ensure that any information you provide to us will be held securely and will only be accessed by specifically authorised members of staff. However, please be aware that communications via email using the internet is not guaranteed to be a secure method of transfer particularly if you are using a public network, and you will need to be careful about who has access to your email account. If you have any questions related to the security of your information please contact our Data Protection Officer at

Data protection

The Data Protection Officer for the Trust is:
Dominic Bailey, Information Governance Lead
Telephone: 01342 306623
Please contact Dominic if you have any questions about the privacy and confidentiality of your information or a general query about how we use your data.


The QVH website does not leave cookies on a visitor’s computer or device and is therefore compliant with the 2011 Privacy and Electronic Communications Regulations.

Notification of changes

Queen Victoria Hospital NHS Foundation Trust reserves the right to change the privacy statement without notice. It is the responsibility of users to check this privacy statement regularly.

Page last updated: 22 February 2024