SMS and voice message service

SMS and voice message two-way reminder service launches Friday 24th November 2017

          

Can I opt out of reminders?

Yes, of course. You can do this any of the following ways:

  1. Reply STOP to an SMS reminder you receive from us.
  2. Give your details to reception staff and request that you do not receive reminders
  3. Contact the Outpatient Booking Team on 01384 365100 and request that you do not receive reminders

How does the patients reminder system work?

Seven days before  your appointment you will receive a reminder by SMS, or an automated voice message to your landline if you do not have a mobile number recorded.

This reminder will inform you of the date, time and location of your appointment. It will also give you the option to reply YES to confirm your appointment, REBOOK to rearrange or CANCEL if your appointment is no longer required.

You will also receive an additional reminder two days before your appointment. This second reminder will not give you the option to cancel or rearrange. If you are unable to attend, please contact the Outpatient Booking Team on 01384 365100 to inform them.

 

Will my appointment be cancelled if I do not respond YES to the reminder?

If you do not respond to the SMS or call to your landline, we will assume you are still able to attend your appointment. We will not cancel your appointment if you do not respond.

 

What happens if I reply CANCEL to my appointment?

If you reply CANCEL you will  receive a message to inform you that you will be discharged back to the care of your GP and your upcoming appointment will be cancelled. It will give you the option to call the Outpatient Booking Team if you responded CANCEL in error so your appointment can be reinstated.  You will receive a letter to confirm that you have cancelled and been discharged back to the care of your GP.

 

What happens if I reply REBOOK to my appointment?

If you reply REBOOK you will receive a message to advise you that your current appointment will be cancelled and that we will contact you to arrange a new appointment. You will receive a letter to confirm that your appointment has been rearranged with details of your new appointment. Please note, rescheduling your appointment more than twice may result in you being discharged back to your GP in line with our Access Policy.

Is the appointment reminder free of charge?

The appointment reminder SMS messages and telephone calls are free to receive to both your mobile or landline. If you respond to the SMS, your reply will be charged at the cost of your standard message rate.

Will I receive a reminder for my child’s appointment?

Yes, if you child is under the age of 16 you will receive a reminder to your phone if we have a number recorded for you. For data protection reasons it will not state your child’s name but it will give the date, time and location of the appointment.

If you child is over the age of 16, the reminder will be sent to the number recorded for them which we will assume is your child’s telephone number.

 

What happens if my contact details change?

If your contact details change, please call the Outpatient Booking Team on 01384 365100. You can also  inform a staff member at the reception desk if you are visiting the hospital.

 

What happens if I respond to the reminder but then miss my appointment?

If you fail to attend your appointment without informing us, you may be discharged back to the care of your GP. If you then need a further appointment you will need to go back to your GP for a new referral. This is in accordance to our Access Policy.