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?
lease 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.
