Digital letters and text reminders

DrDoctor text message exampleNew patient communication portal at BWC

A new patient communications portal – DrDoctor – is being piloted in a number of specialties with the aim of finding a more interactive way of communicating with our patients, families and service users.

Our patient admin teams will be using the DrDoctor system to send two-way text messages, asking key questions such as if you can still attend, to patients that are on a Outpatient waiting list.

The aim is to reduce the number of appointments that get missed and to offer cancellations up to other patients.

Departments including Radiology, Urology, Diabetes, Specialist Eating Disorders, ENT and the ADHD team are making use of the secure portal to contact patients via a text message to involve patients in the allocation of their appointments and to fill any slots that become available at short notice due to cancellations.

If you do receive this a message from us, please do not ignore it - your response is crucially important to help us manage our waiting list.

Using DrDoctor, which is widely used across the NHS, we will be able to send appointment letters via email, should you choose to provide us with your email address.

 

How it works

  1. If you are waiting for an appointment, and you've have given us your mobile number so that we can contact you, we’ll send you a a text message from +44 7860039092 asking you to respond to an online question
     
  2. Follow the drdoctor.thirdparty.nhs.uk link in your message to answer the question about if you need your appointment
     
  3. Once you've responded, we'll ask you to verify your date of birth, if you are answering on behalf of someone else, please use the patient’s date of birth.
     
  4. Depending on your response, you will either remain on our waiting list or if requested we will discharge you back to the care team that referred you.

    Please note your comments will only be used to manage our waiting lists and will not be reviewed by a clinician.

    If you have a medical problem or concern, and are unsure what to do, please contact your usual healthcare provider (e.g. your GP, pharmacist or NHS 111) directly.

Frequently asked questions

Is the link in the text message trustworthy?

The drdoctor.thirdparty.nhs.uk link in your text messages are trustworthy and are delivered by our partner DrDoctor.

DrDoctor is accredited to the highest standards set by the NHS for protecting the healthcare information of UK citizens. For more information, see the NHS Data and Protection Toolkit certification www.dsptoolkit.nhs.uk/OrganisationSearch/8HY91 and DrDoctor’s privacy policy my.drdoctor.co.uk/privacy

Why are you asking me for my Date of Birth?

After you have answered the question, we will ask you to confirm your Date of Birth so the booking team can confirm that the text message was sent to the right person.

If the Date of Birth you give is different from the Date of Birth we have on record for you, we will be able to see this and follow up with you as appropriate.

If you are answering on behalf of someone else, please use the patient’s date of birth.

I gave the wrong answer what do I do?

If you have answered the question wrong, do not worry you can go to answer the question again and you will find information about who to contact.

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