Thousands of patients are transforming the way they manage their healthcare, as Maidstone and Tunbridge Wells NHS Trust’s (MTW) patient portal marks two years of delivering faster, easier and more connected access to NHS services.
Nearly 210,000 people are now registered, with around 30,000 logins every week. Powered by Patients Know Best (PKB), the secure online platform has become a vital tool for helping people stay informed about their care wherever they are.
Since launching in 2023, the portal has quickly evolved into a central hub for managing hospital care, making it easier than ever for patients to access key information and stay connected with their clinical teams.
Through the portal, patients can view clinical letters and appointment details, receive appointment notifications, request to cancel or reschedule appointments and keep track of important updates without needing to call hospital teams.
A recent development has also enabled users to view radiology reports such as x-rays, MRIs and CTs in the portal after they have been reviewed by a clinician.
More than 17,000 appointments have also been cancelled or rescheduled online, giving patients greater control and helping clinics manage their capacity more efficiently.
The environmental and financial benefits continue to grow too. More than £500,000 has been saved through reduced printing and postage, and 1.8 million sheets of paper have been avoided – including around 600,000 printed appointment letters. These improvements support the Trust’s wider commitment to sustainability, enabled by PKB’s digital-first approach.
Reflecting on the impact of the portal, Steve Orpin, Deputy Chief Executive and Chief Finance Officer, said: “The portal puts patients in control of their care, giving them instant access to results, letters, and appointment information. It helps them plan ahead, stay informed, and feel more confident about their care. At the same time, it frees up our staff to focus on direct patient care.
“The feedback has been overwhelmingly positive, and patients are already asking for more features, which shows how valuable the portal has become and how we can continue to improve the experience for everyone who uses it.
“Our ongoing work with PKB will continue to enhance the platform, broadening the range of information available and strengthening communication between patients and clinical teams.”