Patient reminder service

If your appointment is booked more than few weeks in advance, you may receive a text or automated voice reminder. You can check with the receptionist to see whether your clinic is covered by the service.

Most eligible patients who have supplied their mobile numbers will receive a text reminder. Those with only a landline will receive an automated voice call.

It costs the Trust £160 for every missed appointment. It is important you respond to texts and calls so that this time can be used if you can no longer attend.  If, for any reason, you can no longer attend your appointment, please follow the instructions in the text or contact the clinic.

Please note reminder phone calls may be recorded for quality and training purposes.

 

Frequently asked questions about the service

Why is the Trust offering an appointment confirmation system?

Our aim is to ensure as many patients as possible receive the care they require. Every year, thousands of appointments are wasted when patients fail to attend. It costs the Trust £160 for every missed appointment. The new reminder system is designed to ensure you are reminded of your appointment confidentially and efficiently, and have more opportunity to confirm or cancel your booking.

How are reminders made?

If your appointment is booked more than a few weeks in advance, you may receive a text or automated voice call reminder.

Most eligible patients who have supplied their mobile numbers will receive a text reminder. Those with only a landline will receive an automated call.

I am a carer for a patient – how will I be contacted?

If you are a carer for a patient, you can register to receive texts on their behalf by speaking to the clinic receptionist.

What should I do when I am contacted?

It is important that you respond to texts and calls so we can either confirm your appointment, or allocate it to another patient if you can no longer attend.

When you receive a text, please follow the instructions.

If you receive an automated call, you should follow the instructions, pressing the appropriate button on your telephone to confirm, cancel or change your appointment.

If you receive a call from clerical support staff, you will be asked a series of questions, which will include you confirming your date of birth.

Do the calls cost me anything?

The telephone service is completely free of charge. Text replies will be charged at your standard network rate.

Is there anything I need to do now?

If you have not already done so, please speak to your clinic’s receptionist to ensure all your contact details, including your mobile number, are up-to-date.

When will the reminders take place?

You will be contacted a few days before your appointment.

Will my personal details be secure?

The service fully complies with the Data Protection Act. For full details, click here.

How do I stop the texts if I no longer want to receive them?

Please contact your clinic who will ensure that you are removed from this service.