What is Patient Hub?
Patient Hub is our new secure online portal, which allows you to see information on your upcoming and past appointments, and update us on whether forthcoming appointments are still required, without the need to pick up the phone and wait for your call to be answered.
You’ll be prompted, via text message or email, to access Patient Hub. You can do this using key details, such as your phone number, email address and date of birth; a unique six-digit code will then be sent to you, to ensure your information is protected.
From January 2023 – Referral waiting list validation
Our first phase with Patient Hub will be checking in with some of our patients who’ve been waiting the longest for an appointment.
We are aware that the impact of the COVID-19 pandemic has meant that many of our patients are still waiting longer than we would like for an appointment with us. We also know that during these waits, symptoms could either resolve or you may have chosen to be treated elsewhere.
We are therefore contacting some patients to check that they still need their appointment. This process helps us to reduce delays for all of our patients by ensuring we are only offering appointments to patients who need them.
From July 2023 – Digital appointment information and letters
Our second phase includes appointment letters being sent digitally, and will allow you to confirm, rebook or cancel hospital appointments within Patient Hub. In addition, Patient Hub will allow you to access important information, such as the times and dates of your upcoming and past appointments with us, links for video appointments, and helpful information, such as maps of our hospitals and units.
If you receive an email or text notification from Patient Hub, please login as soon as possible (within 24 hours) to avoid getting further notifications. Then just follow the instructions on the screen and answer the questions.
Don’t worry – if we don’t receive a response from you, we will simply assume that you would still like to go ahead with your appointments.
Coming Soon – Digital appointment information and letters in the NHS App
In the next few months, we will begin sending your hospital appointments to the NHS App. This will give you all of the same information and control that Patient Hub offers, alongside the other fantastic features already present in the NHS App, such as your GP appointments and prescriptions, giving you one convenient place to access your healthcare.
How do I access Patient Hub?
You can log in to Patient Hub any time you need to by visiting the Patient Hub link.
At first, you are likely to access Patient Hub following a prompt from us, asking you to do so. In the Patient Hub first phase, this will be us asking you to confirm if you still want to go ahead with your appointment.
You will receive a text message and/or email letting you know that you have a new notification concerning an outstanding referral. This message will contain a link to use to log in to Patient Hub.
You will be asked to provide your mobile number and the Date of Birth for the patient. This will be your own Date of Birth, unless you are receiving this on behalf of someone you are parent/carer for who would have been named in the text message in Step 1.
You will receive a 6-digit code to the mobile number or email address you are logging in with, which you will need to enter before clicking Login.
Responding to referral messages
You will enter the Patient Hub home page, so you will need to click on the Referrals button.
You will see the specialty/specialties which we believe you are awaiting an appointment with listed. You can respond for each of them, by clicking the respond button.
You will then be presented with a choice of 5 responses. Select the one which best fits for you; if you are unsure why you have been contacted or which appointment we are asking about, please select the “None of the above apply” option.
To ensure we receive your instructions, please click on the Confirm button once you are happy that the response shown on your screen is as you intended.
Responding to appointment messages
You will enter the Patient Hub home page, so you will need to click on the Appointments button.
You will first be shown any “New” appointments which you have not yet responded to, and will see the date, time, specialty, and location of those appointments.
You then have 3 choices:
- Accept (Green box)
- Rebook (Amber box)
- Cancel (Red box)
Accept Step 1 (Green box)
You will then be taken to your list of upcoming appointments. It is important to click “View” for all upcoming appointments, to see more details and your appointment letter.
Accept Step 2
When you view an appointment in Patient Hub, you will see some helpful information and features, but perhaps most importantly you will see your appointment letter.
Rebook (Amber box)
If you wish to rebook your appointment, you can let us know in Patient Hub, and we will call you back to discuss this with you as soon as we are able.
Cancel (red box)
If you wish to cancel your appointment, you can let us know in Patient Hub, and we will call you back to discuss this with you as soon as we are able.