Patients FAQs

I’ve received a text message with a link to the online patient portal, but I can’t login with my details

To access the online portal, we need your correct details on our system. Please contact 0161 778 2233 and check we have your correct:

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

I can’t request to change or cancel my appointment by text message or online?

There are several reasons why you may not be able to request to change or cancel your appointment. We’ve listed a few below.

  • It is too close to your appointment
  • This service is not available in the specialty where you have your appointment
  • If you need transport assistance for your appointment
  • If you need a translator for your appointment

In these circumstances please contact us on the phone number in your text message or on the online patient portal.

I’ve logged into the online patient portal, but I can’t see all my appointments

If your appointment has just been booked, please be aware it can take up to 24 hours for your appointment to appear on the online portal.

I am not receiving text message reminders – should I be?

This service is currently only available in certain specialties. We hope to offer this service in other areas in 2020.

If your appointment is in one of these specialties, you may not receive reminders if we don’t have your correct mobile number. Please contact 0161 778 2233 and check we have your correct:

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

How can I stop receiving text message reminders?

You can also personalise your communication by visiting nhs.my/pat and updating your settings.

If you do not have access to the internet, you can reply STOP to any message that you receive, which will end text message reminders.

I accidently replied stop to a text message and have stopped receiving text message reminders. How do I start receiving these again?

If you have accidently ended text message reminders by replying STOP, you can receive these reminders again by replying UNSTOP to the last message you received from us.

You can also personalise your communication by visiting nhs.my/pat and updating your settings.

I am about to change my mobile number – how can I add my new number to the system?

You can update your contact details at nhs.my/pat in the settings menu.

If you cannot get online, please contact 0161 778 2233 and check we have your most up-to-date mobile number.

I have a new mobile number which I am currently using so I cannot receive the One Time Code to log in - how can I update it?

Please contact 0161 778 2233 and give reception your new mobile number.

Does it cost me to reply to the hospital?

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 also request to change and cancel your appointment online for free by following the link in your text messages or using nhs.my/pat

Can I receive email reminders instead?

If you would like to receive reminders by email, you can log in to nhs.my/pat  and change your setting to email.

Why do you want my mobile number?

We use your mobile number to send you text message appointment confirmation messages, appointment cancellation messages and reminders about your upcoming appointments. Our trusted partner – DrDoctor – will send a text message with the details of your appointment.

We also use your mobile number as part of our secure log in for the online patient portal.

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.

What is on the website link at the end of my text?

The website link will lead you to the online patient portal.

You can also log online by going to nhs.my/pat.

Once online you will be able to request to change and cancel your appointments, access maps, and read important clinic information.

How is my data handled?

To enable us to deliver this service, DrDoctor will have access to your contact information but not to detailed information about your health.

DrDoctor is accredited to the highest standards set by the NHS for protecting the healthcare information of UK citizens. For more information, see the https://my.drdoctor.co.uk/privacy.