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Frequently Asked Questions

I've received a digital letter, but I can't login with my details?  

If you have followed the link in your text message and cannot login with your correct details, we probably do not have your most up-to-date details on our system. Please contact our appointment centre on 0117 342 6888 to ensure the following is up-to-date:  

  • Full name  
  • Date of Birth  
  • Postcode  
  • Mobile number  

I can log in but I can't see my letter?     

There are three main reasons why you might be able to login but no letter is showing:   

  1. The letter is for a family member or relative who is registered with the same phone number or email with the hospital  
  2. You are a patient at more than one NHS Trust and the details we have for you on our system are not up-to-date (e.g postcode or the spelling of your last name). If the other NHS Trust has the correct details, you will automatically be logged into their patient portal. Please contact the Outpatient Appointment Centre on 0117 342 6888 and check we have your correct details.
  3. You are a patient at more than one NHS Trust and when logging in chose the wrong hospital from the options. Please log out and login again, choosing UHBW when prompted.  

How can I complete my Digital Letter on my tablet or computer? 

Go to  drdoctor.thirdparty.nhs.uk/UHBW and: 

  1. Enter your last name, date of birth, and postcode and click 'Let's go'  
  2. Select the phone number you would like us to send your one-time code to  
  3. Enter the one-time code you receive and click 'Let's go'  
  4. Go to 'Letters in the top left  
  5. Find the letter you want to view and click 'View letter' 

would like to receive email notifications how can I do this?  

You can update your contact details at drdoctor.thirdparty.nhs.uk/UHBW in the settings menu.        

  1. Login to the patient portal as usual  
  2. Go to 'Settings' in the top right  
  3. Click the 'Add new' button  
  4. Click 'Email'
  5. Type in your email address  
  6. Click 'Add'  

Does it cost me to reply to a text message?  

Text message replies will be free if you have a text message bundle with your provider otherwise you will be charged at your provider's standard rate.

You can change your digital letter setting online for free by following the link in your text messages or using drdoctor.thirdparty.nhs.uk/UHBW

I am not receiving text messages with digital letters - should I be?

This service is currently only available in Glaucoma outpatient clinics from 8 August 2023, more clinics will begin using this service later in the year.

If you should be receiving digital letters but are not, we may not have your correct mobile number on our system. Please contact the Outpatient Appointment Centre on 0117 342 6888 to check we have your most up-to-date mobile number.

What is DrDoctor?  

DrDoctor is a digital health company modernising how hospitals and patients communicate. They provide a convenient way for patients to manage your appointments while reducing costs, saving time and developing better overall experiences for patients.   

How is my data handled?  

To enable us to deliver this service, we give DrDoctor only enough information to provide you with these services.  

DrDoctor is accredited to the highest standards set by the NHS for protecting the healthcare information of UK citizens as certified on the NHS England Data Security and Protection Toolkit, available to view here. For more information on DrDoctor's privacy policy, visit the DrDoctor website here - https://my.drdoctor.co.uk/privacy.

Information on the Trust's privacy policy can be found on the UHBW website