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Basic Rescheduling FAQs

I have received a text message with a link to the online patient portal - why can't I log in with my details?  

If you have followed the link in your text messages and cannot log in with your correct details, we may not have your most up-to-date details on our system.  Please contact the Appointments Team on 0117 342 6888 or the number on your letter and check we have your most up to date:  

  • Full name  
  • Date of birth  
  • Postcode  
  • Mobile number  

We could have your mobile or/and email address recorded on our systems for multiple patients, for instance if you are responsible for the management of a family members appointments.

I am not receiving text messages - should I be?  

If you are not receiving appointment confirmation or reminder messages, the clinic which you are attending may not yet have appointment reminders in place  or we may not have your correct mobile number on our system.  Please contact the Appointments Team on 0117 342 6888 to check we have your most up-to-date mobile number.    

I have changed my mobile number - how can I add my new number to the system?  

Please contact the Appointments team on 0117 342 6888 to check or change your mobile number.

Does it cost me to reply to a text message?  

Text message replies are free if you have a text message bundle with your provider otherwise you will be charged at your provider's standard rate.   

How do I know if my request has been processed/actioned  

After you submit a rescheduling request through the DrDoctor Patient Portal or via SMS, your request will be sent to the hospital. Staff will respond to your request using the same method that you contacted them, either the patient portal will be updated, or you will receive an SMS notification. If the change could not be actioned, you will be informed by the same methods. 

Can I reschedule any type of appointment?  

Most appointments can be rescheduled through the DrDoctor Portal or via SMS. However, there may be exceptions. It may not be appropriate to change very urgent appointments or those related to sensitive health conditions remotely.  Additionally, appointments that are within two working days will in most cases require direct contact with the  hospital's appointment team.   

What happens if I have an emergency and need to cancel or reschedule last minute?  

In the case of an emergency that requires you to cancel or reschedule at short notice, please contact the hospital directly by calling.  

Can I use the remote rescheduling service to notify the clinical  team of changes to my medical condition?  

No. You should not use the Appointment Rescheduling Service to send important medical information. Please contact the hospital directly if you experience any changes to your medical condition.  

Can I receive email notifications as well as text messages?  

Yes, if we have your email address, we will also email you.  

What is DrDoctor?  

DrDoctor is a digital health company modernising how hospitals and patients communicate. They provide a convenient way for patients to manage your appointments while reducing costs, saving time, and developing better overall experiences for patients. See the DrDoctor webpage for more information.

What is on the website link at the end of my text?  

The website link will lead you to the online patient portal. You can also log online by visiting the secure patient portal.  

Once online you will be able to request to change and cancel your appointments, view your digital appointment letters, access maps, and read important clinic information. 

What if I do not want to receive SMS reminders?  

You can opt out of receiving SMS reminders for your appointments at any time. To opt out, inform hospital staff during your next visit or by calling. It is important to keep your communication details and preferences up to date at the Trust. 

How is my data handled?  

To enable us to deliver this service, we give DrDoctor only enough information to provide you with these services. DrDoctor is accredited by the NHS for protecting the healthcare information of UK citizens - find out more.