2 minute read
Improving our patients’ experience with digital developments
We have recently made some significant improvements to our patients’ experience with digital developments to the appointment system.
We have implemented a new digital appointment letter viewing system and a new text message service for our outpatients.
Digital appointment letter viewing system
We have introduced a new electronic system that enables outpatients to view and download their outpatient hospital appointment letters instantly via a patient portal.
The service, named DrDoctor, is designed to make it easier for outpatients to view hospital appointments online via the internet, smartphone, tablet or device at any time.
If we have the patient’s mobile phone number stored on our records, they will receive a text message that will take them straight to a secure DrDoctor log in portal to set up an account that requires their full name, date of birth and postcode; allowing them to view upcoming appointment letters online.
If they sign up to DrDoctor, they will no longer receive a paper copy of their future outpatient appointment letters. If they change their mind, they can update their letter preferences via the DrDoctor portal. If patients are unable to view their letter online or do not click on the link from the text we send to them, we will continue to send them their appointment letters by post. Lynne Fenwick, director of information and IT, said: “We are proud to be working in partnership with DrDoctor to offer this efficient service to create a high quality experience for our patients.”
Text message service for our outpatients
We have also introduced a new electronic text message system that reminds outpatients about their upcoming outpatient appointment. Patients will receive a reminder seven days before and 48 hours before their appointment via an SMS text message. The new service is designed to make it easier for patients to remember their upcoming hospital appointment and respond to the text to cancel or reschedule if they need to. If we have a patient’s mobile phone number stored on our records, they will receive the SMS text message to remind them about their upcoming appointment. They will be given full instructions in the text message. Please note that paediatric outpatient parents/carers, paediatric diabetes parents/ carers, breast unit outpatients and fracture clinic outpatients will be able to respond to the text currently to cancel or reschedule their appointment. All other specialities will be able to call an outpatient appointment phone line listed in their text to reschedule or cancel their appointment. If they do not receive a text message, they will receive a telephone call from the outpatients’ department to confirm their appointment closer to the time.
