Viewing your appointments using the NHS app

Patients can now view their appointments on the NHS App and receive appointment reminder notifications direct to their mobile phones. Some patients may also be able to receive their appointment letters on the NHS app.

This will support patients to better manage their care and keep track of booked appointments, leading to fewer missed appointments and a more positive overall patient experience.

Patients who do not have the NHS App will continue to be notified about appointments by SMS, email and letters where appropriate and in accordance with their wishes.

Below is a list of common questions you might have about our new service:

How do I know the messages sent to me are from CLCH?

We will send emails from no-reply@drdoctor.co.uk and text messages from 07860 039092. If you get a message from these, it is from us.

What is on the website link in my text?

The link takes you to your secure DrDoctor patient portal, where you can access your appointment letter and, for some services, detailed information about your appointment, such its location and maps. Patients can also check and update their contact details on the portal, although this should also be done with the service.

How do I log on to my secure online patient portal?

Patients will need to enter their last name, date of birth and postcode to access the letter via the patient portal. Patients may also need to have a One-Time passcode sent to their mobile phone. For some services, patients may also be able to see see detailed information about their appointment, such its location and maps. Patients can also check and update their contact details on the portal, although this should also be done with the service.

I have received a text message with a link to the online patient portal - why can’t I log in with my details?

If you are unable to log in to your secure online patient portal, it may be because we don't have your most up-to-date contact information. Please follow the instructions in your appointment letter to contact us with correct details of the following:

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

How do I manage my appointments?

If you need to change or cancel your appointment, please contact the service using the contact details in your letter.

What happens if I can’t open the letter using the link?

If you are unable to open the link to read your letter, you will get a printed copy in the post. If you have recently viewed a letter from another Trust using DrDoctor, you may see an error message advising you to sign in again and to choose CLCH as the Trust you wish to view your letter from.

How do I opt out of receiving letters digitally?

You can get a printed copy of future letters sent by CLCH by replying ‘PRINT’ to the message you receive or in the online patient portal. You can opt out of all text messages from DrDoctor by replying ‘STOP’ to the message, by logging onto the patient portal, or by contacting the CLCH service that sent you the letter. Replying to text messages will cost your usual network charge.

What do I do if my phone number or email address changes?

Your primary contact details are held in the NHS systems and it is important to make sure that information is sent to the correct place. If your contact details change, please let us know as soon as possible by contacting the service.

How do I add an additional contact or update existing contacts to receive letters digitally?

You can add additional contacts to receive digital appointment letters. If needed, go to the DrDoctor portal > Settings > Contact. These should be reviewed regularly and updated if your circumstances change.  

What is DrDoctor?

DrDoctor is a digital patient engagement company that modernises communication between healthcare organisations and patients. It offers a convenient way for patients to manage their appointments 24/7 without needing to call the healthcare provider.

How is patient data handled?

To deliver this service, CLCH shares only the necessary information with DrDoctor, such as your name, date of birth, postcode, and NHS number.

DrDoctor is ISO27001 accredited, demonstrating its commitment to information security. It receives only the data required to provide this service and complies with the highest NHS standards for safeguarding healthcare information in the UK. DrDoctor’s certification can be found here: https://www.dsptoolkit.nhs.uk/OrganisationSearch/8HY91

For more details on DrDoctor’s privacy policy, please visit this link: https://my.drdoctor.co.uk/privacy