Answers to commonly asked questions regarding digital letters from the patient engagement portal have been answered below.
1. What are digital letters?
- allow patients to view their letters quickly and easily
- reduce confusion from lost letters or letters arriving in the wrong order
- save the NHS money by reducing the amount of paper and stamps that we are using
- reduce our environmental impact
2. What can I expect?
You will receive new style text messages via your mobile phone, from which you will be able to access our online patient portal by following the link included in the text/email.
From the patient portal, you can:
view location information and time of appointment
view clinic information about your upcoming appointment
add your appointment to your calendar
view all upcoming appointment details in one place
continue to have easy access to digital outpatient letters
3. How do I view my digital letter?
- Click the secure link in your text message to be directed to the patient portal
- Click “view letter” and log in with your last name, date of birth and postcode
- Your new digital letter will download as a PDF and should open automatically. If this doesn’t happen, you can find and view your letter in your devices’ ‘Downloads’ area.
Your letters will be stored on the DrDoctor patient portal for future reference.
You can also log in from any device by visiting the patient portal directly. When logging in to the patient portal directly, we will send a code to your mobile phone number for security purposes.
4. How can I receive paper letters?
Patients who prefer paper letters can still receive their letters by post. We will automatically send you a paper letter if you don’t view your digital letter within three days. If you want to view your letter online and receive a paper letter by post you can also request a printed letter by:
- Replying PRINT to your original text message notifying you that you have a new digital letter
- Logging into your secure patient portal, going to the “settings” menu in the top right, and turning off the paperless option
If you change your mind at any time and want to receive your information digitally again, you can reply DIGITAL to the original text message. You can also log into the secure patient portal, go into the “settings” menu and turn on the paperless option 5.
5. If I get a digital outpatient letter, will I also get a letter in the post?
If you open and read your digital outpatient letter within three days of receiving it, you will not get a printed letter in the post. If you would like to receive an appointment letter by post, please reply to the text message you have received with “PRINT.” If you do this, you will get a digital letter and a printed outpatient letter.
6. I’ve received a text message/email with an nhs.my link in it saying that I have a new digital letter. Is this from the hospital?
Yes. They will be sent by a company we are working with called DrDoctor. They will send patients text messages from the number 07860 039 092 and emails containing a “drdoctor.thirdparty.nhs.uk” link.
This link is unique to patients for their digital letter so will look something like “https://drdoctor.thirdparty.nhs.uk/wQVZvxhYG25ZZ”.
7. How can I receive email reminders?
You can add your email address via the patient portal, under the “settings” menu, to receive email reminders as well as text message reminders.
If you cannot get online, please let us know at reception or the next time you speak to us, and we can update it for you.
8. I have received a digital letter but can’t log in to view it even though I am entering the right name, date of birth and postcode.
This is usually due to the trust having the wrong contact details for patients on our patient administration system.
Please check we have your correct last name, date of birth, postcode, mobile number and email address. We sync with DrDoctor regularly so these details will work for patients trying to log in soon.