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Frequently asked questions

What will the text or automated call reminder message contain?

Reminders will inform you of the date and time of your appointment, and hospital site you are visiting.

You will need to refer to your appointment letter for the specialty of the appointment and the exact clinic location; this information can't be included in the reminder service for patient confidentiality reasons.

Will all outpatient appointments at the Trust be covered by this new service?

The majority of departments send reminders. However, a small number of clinics and departments don't send reminder, because of the nature of the service.

I don't have a mobile phone. Will I still get a reminder message?

Yes. You will receive the automated call reminder message instead of a text.  If you would prefer to receive a text reminder message please update your mobile number details when you next contact the hospital.

Does University Hospitals Bristol NHS Foundation Trust send the reminder to me or is it from another company on your behalf?

The Trust uses a third party company to provide the service. 

How can I be sure that it is a confidential service?

The service operates via a secure NHS approved connection between us and the third party company (Healthcare Communications). No patient details (for example, name, address, hospital number, gender) extend beyond these points. The third party company do not have access to view your information, as it is stored on a secure server. It is impossible for you to be identified from the message.

I am the parent/carer of a vulnerable child/adult - will I get a message? Can someone else receive my reminders for me?

If you are a parent, guardian or carer and we have your contact details on the patient's electronic file, we will send the message to you.  If the child/adult has their own contact details, we will send the message directly to them. 

If you would like to update the contact information for the person you care for, please inform the receptionist at your next appointment. 

I need to update my contact details with you. How do I do that?

Please contact the appropriate department via the telephone number on your appointment letter. Alternatively, let us know the next time you visit the hospital.

I don't want to receive a reminder message. What do I do?

You can opt out of the reminder service at any time. If you do not wish to receive a reminder message about your appointment, please inform the receptionist at your next appointment who will make the necessary changes on our patient administration system.

I opted out of patient survey text messages. Will I still receive appointment reminders?

Yes! These are separate systems so your text reminders won't be affected. If you do not wish to receive a reminder message about your appointment, please inform the receptionist at your next appointment who will make the necessary changes on our patient administration system.

Can a patient select whether they receive a Call Reminder or text message Reminder?

No. If a patient has a mobile phone number recorded on Medway they will receive a SMS reminder. Call reminders are the second option for contacting patients.

Will the Call Reminder leave a message for the Patient?

No. The Appointment Reminder system does not leave messages.

I have received a reminder message and want to change my appointment to another date. Do I need to do anything?

Yes. You need to call the number on your appointment letter and speak to the team to arrange this.

Will I still receive my reminder letter for my clinic appointment?

Yes. We will continue to send paper appointment letters.

Does it matter if I cancel or change my appointment?

We would ask you to try to attend your allocated appointment, but we do realise that this is not always possible. If you cannot avoid changing or cancelling your appointment, please remember that after two cancellations, or two missed appointments without due reason, we may discharge you back to your referring clinician (GP, other consultant, dentist).

I have more than one appointment over the next few days/weeks. Will I receive more than one reminder message?

Yes. You will receive a reminder message(s) for each appointment (so long as the department is participating in the service).

Where can I find out more information about this service?

To find out more about this service please speak to the receptionist in clinic.