New digital portal marks step change in patient access

Kent and Medway Mental Health NHS Trust has launched a new online system enabling patients to access their mental health appointments at any time, in a significant move towards digitally enabled care. The platform, known as My Health and Care Record, went live on 8 April 2026 and provides secure, round-the-clock access to appointment details via both the NHS App and a dedicated online portal.

The service is designed to give patients greater visibility and control over their care, while also reducing reliance on traditional communication methods such as postal letters. Historically, appointment information was often sent by post, contributing to delays, missed appointments and increased administrative burden on staff.

By contrast, the new system integrates directly with electronic patient records, allowing appointment data to be shared automatically and in real time. This aligns with wider NHS ambitions to digitise frontline services and improve accessibility for patients.

Strong early uptake and measurable engagement

Initial data from both pilot and early rollout phases suggest strong patient engagement with the platform. During testing, around 65% of eligible patients registered for the service, significantly exceeding the original 40% target.

Since December 2025, more than 18,000 appointment bookings have been made available digitally through the system, demonstrating its operational scale even before full implementation.

More recent figures indicate rapid adoption following launch. Within just one day, over 12,000 patients, approximately 45% of those invited had signed up to access their records online.

Usage patterns also point to sustained engagement, with around one-third of registered users accessing the platform on a weekly basis. This level of interaction suggests that patients are not only registering but actively using the system to manage their care.

Enhancing clinical efficiency and patient-centred care

Beyond convenience, the platform is expected to deliver tangible benefits for both clinicians and patients. By enabling users to view appointments, complete outcome measures and prepare in advance, the system supports more focused and productive consultations.

For example, patients can complete DIALOG scores, tools used to assess wellbeing and treatment progress—before attending appointments. This reduces time spent on administrative tasks during consultations and allows clinicians to concentrate on meaningful discussions.

From June 2026, functionality will expand further to include access to clinical documents, care plans, referrals and discharge summaries. This phased approach reflects a broader strategy to gradually increase patient access to their health information while maintaining data security and accuracy.

For staff, the reduction in phone enquiries and manual administration is expected to free up time for direct patient care, an increasingly important goal amid workforce pressures across the NHS.

Part of a wider digital transformation strategy

The initiative has been developed in partnership with Care for Kent and Medway and is powered by Patients Know Best, a platform specialising in patient-controlled health records.

It forms part of a wider digital transformation programme within the trust, which serves a population of approximately 1.8 million people across Kent and Medway, alongside specialist services in neighbouring regions.

Leaders within the organisation have framed the rollout as a key milestone in shifting towards more patient-led care models. By giving individuals direct access to their health information, the system aims to improve engagement, support shared decision-making and ultimately enhance outcomes.

The move also reflects national priorities set out in long-term NHS planning, which emphasise the importance of digital tools in improving efficiency, reducing waiting times and empowering patients.

As other NHS organisations explore similar technologies, the Kent and Medway rollout offers a clear example of how digital platforms can be implemented at scale within mental health services. If sustained engagement continues and operational benefits are realised, the model could inform wider adoption across the UK, particularly in areas where access and communication remain persistent challenges.