Digital Letters and Reminders
We have partnered with DrDoctor to provide digital letters and reminders for the majority of Outpatient appointments. The DrDoctor platform enables us to send appointment messages via SMS (text), e-mail or letter.
As well as being more beneficial for patients, this service will help to reduce our environmental impact and provide better value for money by reducing paper use and postage costs.
You will receive a text message from 07860 039092 or an e-mail from no-reply@drdoctor.co.uk depending on your contact details. Please be assured that these are genuine and secure; but note you cannot reply to the number or e-mail. You can save the mobile number to your contacts named NNUH Hospital or similar so you know future messages are from us.
If you have registered with the NHS App, you will receive your notification via this in the first instance – See NHS App integration
This service relies on us having up to date mobile telephone and/or email contact details, so it is important that you notify your GP if you change your number or email address, as this will automatically update our records in order to provide this service.
DrDoctor are accredited to the highest standards set by the NHS for protecting the healthcare information of patients. You can view the privacy notice in relation to their services via the Personalised Outpatient Programme Privacy Notice.
Accessing DrDoctor
Every text or e-mail will include a link to take you directly (after logging in) to the relevant letter or appointment details but you can also access the DrDoctor Patient Portal here by logging in with your Surname, Date of Birth and Permanent Address Postcode. A security code will then be sent to your preferred contact method to be entered as verification to access your information.
If you have any queries about accessing the portal, how to use it or how your data is being used, DrDoctor Frequently Asked Questions (FAQ’s) are here. There is also a link on the portal for DrDoctor support (DrDoctor).
Letters
Patient letters will be made viewable in the DrDoctor Patient Portal within 24 hours of their creation.
Q. What does the patient actually receive?
A. The patient will receive a text or e-mail from DrDoctor (mobile number 07860039092 or e-mail no-reply@drdoctor.co.uk) advising them they have a letter available. They will need to sign into the portal entering their last name, DOB & Post Code, (these details must match their hospital record to be able to log on successfully) receive and enter an authentication code and can then see their letter. The letter can be downloaded to the patient’s device allowing them to print a copy if required. Patients without a smart phone will not be able to view the letter digitally so this will default to print after the online viewing time has elapsed.
Q. What happens if patients can’t or don’t want to receive digital letters?
A. It will be more efficient to use the DrDoctor platform where possible, but patients can respond to the digital letter notification text with ‘PRINT’ to request their preferences are amended to receive letters via post.
Q. What if the patient doesn’t view the digital letter?
A. If a letter is not viewed online within 48 hours of the notification being sent, then it will be printed and posted.
If the patient does not have a mobile number or email address in our records, then the letter will default to print. – Please note letters for appointments in less than 10 days time will not be posted.
Q. What if the patient needs to cancel or change the appointment?
A. The notification text or e-mail will include contact details for the relevant department.
Notifications
Most Outpatient services are enabled via DrDoctor to send patients appointment reminders via text message 7 and 2 days before their appointment date. Some services, where appropriate, have this feature disabled, please speak with the department you are receiving treatment from if you have any concerns.
Q. What does the patient actually receive?
A. The patient will receive a text or e-mail from DrDoctor (mobile number 07860039092 or e-mail no-reply@drdoctor.co.uk) reminding them of their appointment. This will include the appointment date, time & location (plus a link to sign in to the DrDoctor portal) but only the appointment letter (viewable in the Portal under Letters after signing in) will contain other important appointment specific information and instructions.
Q. Can patients opt out of the service?
A. Yes. The recommended guidance from DrDoctor is that patients are responsible for managing their own contact preferences. They can reply STOP to a notification if they do not want to receive text reminders about appointments. DrDoctor also allows patients to manage their own contact preferences by logging onto the DrDoctor patient portal.
If a patient does not have a mobile number or email address set as a contact method on the Hospital IT system, then no notification will be sent.