https://my.patientsknowbest.com

Patients are now able to use Patients Know Best (PKB) to view parts of their hospital or mental health record online. PKB is a free, secure online platform that’s being used by:
– Mid and South Essex NHS Foundation Trust
– Essex Partnership University NHS Foundation Trust
– And many other NHS organisations around the country

It allows patients to see some of the information held by these NHS Trusts, such as:
– Upcoming hospital or mental health appointments
– Appointment letters (for some services)
– Test results, such as radiology reports
– Hospital discharge summaries

It’s designed to help patients stay informed and involved in their care. Some services also offer additional features, such as messaging, questionnaires, and information libraries.

Accessing your GP health record via PKB
Patients also have the option to link their GP health record to their PKB account. This is the same information that is already available through the NHS App. To do this, you’ll need to actively request access through your PKB account. The process is managed entirely by PKB, not the GP practice. Linking your record is completely optional and won’t affect the care you receive from us.

Please note: Patients Know Best is not managed by GP practices. We’re not able to help with queries about hospital records or technical issues.
If you need support using PKB or have questions about your hospital or mental health information, the best place to start is with the Trust providing your care:
– Mid and South Essex NHS Foundation Trust
– Essex Partnership University NHS Foundation Trust

How to register and access your PKB account
You can access PKB in two ways:
-Through the NHS App on your smartphone or tablet
-By visiting the PKB website at https://my.patientsknowbest.com and clicking ‘continue to NHS login’

Once you log in, if information is available for you, it will appear automatically in the NHS App under sections like:
-Hospital referrals and appointments
-Messages
-Test results and imaging

Notifications and privacy
When new information is added to your record, you’ll receive an email from no-reply-uk@patientsknowbest.com. If you’ve enabled notifications in the NHS App, you may get alerts there too.

You remain in control of your record. You can:
-Choose who can see your information (e.g. family members, carers, healthcare professionals)
-Decide whether to share your full record or just selected parts
-Update your sharing preferences at any time

https://www.england.nhs.uk/long-read/you-and-your-general-practice-english/

From Monday 6 October 2025,

Orsett Surgery and King Edward Drive Surgery will be moving to the Total Triage model

What is Total Triage?

Total Triage is a workflow system where every patient provides information which is triaged by a GP before any GP appointment is booked.  This enables a GP surgery to prioritise their capacity to support those most in need of care.  This information is triaged by one of the GPs who will decide what the best course of action is based on that information. 

You may be offered a face to face or telephone appointment; you may receive a reply from the GP with self-care advice or you may be signposted to a more appropriate service.

All nurse and HCA appointments can be booked directly via reception without the need for an online triage form.

There will be Q&A sessions at both surgeries in September for patients to attend to learn more about Total Triage:

Saturday 6 September 09:00-11:00 at Orsett Surgery
Friday 12 September 13:00-14:00 at King Edward Drive Surgery
Tuesday 16 September 14:00-15:00 at Orsett Surgery
Saturday 20 September 09:00-11:00 at King Edward Drive Surgery

On 23rd June 2025, it was announced that people living with obesity will be able to begin accessing tirzepatide (Mounjaro®) for weight loss purposes in primary care settings. However, the national announcement on 23^rd June does not mean people will be able to get a prescription for tirzepatide (Mounjaro®) on this day.

Weight management services are locally commissioned at an Integrated Care Board (ICB) level, so services will differ in ICBs across the country. In mid and south Essex, access to tirzepatide will initially be through specialist weight management services only. Access to tirzepatide (Mounjaro®) through primary care is not expected to start in mid and south Essex until later in 2025.

COMPLAINTS PROCEDURE

If you wish to raise a concern or make a formal complaint about the care, treatment or service you have received at the surgery, you can either send an email in to the Practice Manager via practice.managerf81137@nhs.net. We will acknowledge receipt of your complaint within 24 hours and will aim to have a full response within 30 days.

Alternatively, you can contact the Mid and South Essex Integrated Care Board via the following means:

Telephone:   01268 594444

Email:             Mseib.complaints@nhs.net

Write to:       Mid and South Essex Integrated Care System
Phoenix House, Christopher Martin Road, Basildon, Essex SS14 3HG

If you are not happy with the final decision, you can contact the Parliamentary and Health Service Ombudsman to review the complaint.  The Parliamentary and Health Service Ombudsman makes final decisions on unresolved complaints about the NHS in England and is independent of the NHS:

Telephone:   0345 015 4033

Website:       http://www.ombudsman.org.uk

Can’t find the time to see a GP or nurse during normal surgery hours? Why not book an appointment in our Extended Access clinics.

Extended Access appointments are available on Mondays to Saturdays and are hosted by the various surgeries within the PCN, both for face-to-face appointments and telephone consultations.

The Stanford-le-Hope PCN consists of:

Orsett Surgery & King Edward Drive Surgery
Hassengate Medical Centre
Horndon-on-the Hill Surgery
Southend Road Surgery
Neera Medical Centre
Sorrells Surgery.

Please contact your surgery for availability and to book an appointment