Patient Hub frequently asked questions

How does Patient Hub work?

Patients with upcoming appointments will receive a text or email notification inviting them to link to the portal. If this link is not used and the letter not accessed within 48 hours, a paper copy will be sent by post.

All you have to do is to ensure your hospital records have an up-to-date mobile phone number or email address.

Do I need to create a Patient Hub account?

No, we will create the account as soon as an appointment is booked for you. You only need to access it when you need to see your appointment details.

Please make sure we have your up-to-date mobile number or email address by contacting the Contact Centre on 01709 307555.

Why am I being offered this appointment reminder service?

The Trust is offering more communication choice to patients and working hard to increase efficiency and sustainability. By improving our communication with you, you will have all your appointments in one place which makes it less likely to miss one. This will avoid unnecessary printing and postage.

How do I access to my account?

You will be sent a link by text message or email. You can click on the link in the text message / email or use this Patient Hub link to access your account.

  • Click on the link
    If you have trouble accessing the site, please check your internet access and make sure you are using one of the below compatible web browsers:
    • Microsoft Edge
    • Chrome
    • Firefox
    • Safari
    • Chrome for Android
    • Chrome for iOS
    • Safari for iOS
  • You will be taken to the login page.
  • You will be asked to enter either your mobile number or email address, together with your date of birth. Please enter your date of birth in the following format: DD/MM/YYYY
  • You will then be sent a 6-digit authentication code by SMS, or by email if we do not have your mobile number.
  • Enter the 6-digit code. Please be aware the authentication code will expire in 2 minutes 30 seconds.
  • When the time limit expires a new code is required. If the time limit has expired or the code is entered incorrectly the following error message will display: Code Verification Failed

How do I get into Patient Hub at another time?

You can use the link in the text message, the link in the appointment if you added it to your diary, or this Patient Hub link to access your appointment information at any time.

What information will I get from Patient Hub?

Patient Hub allows you to view all your appointments, letters, and messages in one location, giving you the ability to confirm, rebook or cancel your appointments. It will provide everything you would normally receive in the post.

Do I need to download Patient Hub as an app?

No, there is no need to download anything. You will be sent a link in the first appointment notification. Patient Hub is a web page that you can access at any time. For easy future access, you may want to save this Patient Hub link as a favourite. Each time you sign in, you will be sent a new 6-digit security code. There is no need to remember a username and password.

Is the link always the same?

Yes, the link to your account will stay the same. Every time you are notified about an appointment, you will get a reminder of the link. If you want to go back into your Patient Hub, just use that link. Or save the link as a favourite.

Can I only use the link they send me in the text message or email to access it?

No, you can also use the Patient Hub link.

What authentication does Patient Hub use?

Patient Hub uses two-factor authentication. You begin the login process by giving us some personal information – your mobile number or email address and your date of birth. To complete the log in process, you will be sent a 6-digit security code by text message, or by email. This code can only be used once. The next time you log in, you will get a new 6-digit code. The code is only valid for 2 minutes 30 seconds.

Do I need to remember a username and password?

No, you do not have a username or password.

Do I need to securely log in each time I access Patient Hub?

Yes, it is important to keep your data secure.

Is this service secure?

Yes, the service is designed with security in mind. The text message or email regarding your appointment will be sent to you by the Trust. Once you click on the link, you will be asked for two forms of identity, to check it really is you. This will be either your mobile number or email address, and your date of birth. This information, as well as a 6-digit authentication code, forms the secure two-factor authentication.

How will I get my appointment information?

You will be sent a link via text message or email. When you click through to Patient Hub, you will see the appointment tab on the first page. Click on ‘Appointments’ to see information on your current appointments. From here, you can accept, rebook or cancel your appointments.

Can I change my appointment?

Yes, you can either accept, rebook or cancel your appointment. If you have accepted an appointment, you can go back in and request to rebook or cancel the appointment at a later date.

Can it help me with a diary reminder?

Yes, click on the diary button to insert a reminder into your smart phone or computer calendar.

Do I need to enrol to get this service?

No, so long as the Trust has your up to date mobile number or email address, you will be sent a text message or email. You can choose how you are contacted (either via text message and/or email) so it is important that we have your correct contact details.

How long do I have to respond to the text message or email?

The link to your Patient Hub can be accessed at any time. When you log in you will be sent a secure authentication message to complete your log in. This secure code only lasts for 2 minutes 30 seconds.

What happens if I do not respond to the text message link or authentication code?

If you do not respond to the text message link within the given time, your appointment letter will be posted to you.

When do I receive an SMS notification?

When an appointment is booked or cancelled on the Trust’s system, you will receive a notification within 24 hours.

  • Depending on whether you login and accept your appointment or not, you may receive up to three notifications.
  • These notifications are sent on consecutive days.
  • After you log in, the system will stop sending you further notifications for the appointment.
  • Please log in within 24 hours, accept your appointment and view your letter. This will help to avoid the Trust sending out a letter to you in the post.

How do I access Patient Hub if I have deleted the text message or email?

I clicked on ‘rebook’, but I haven’t had a call back yet.

The Contact Centre team will call you as soon as they can. The team work Monday to Friday, 8am to 6pm.

I cancelled my appointment using Patient Hub. How do I know it has been cancelled?

You will receive call back from the booking team confirming your cancellation.

What if I do not have a smart phone/computer?

The initial link needs either a smart phone, tablet or a computer. If you do not have a smart phone, you can receive the link and authentication code in an email. If you do not have a smart phone or computer, do not worry, you will continue to receive your appointment details by letter.

What if I want to opt out, or still want to receive a letter in the post?

You can access the link to opt out of future communications on Patient Hub or contact the Contact Centre on 01709 307555.

What happens if I cannot access my appointment information?

You can contact the Contact Centre on 01709 307555 and ask for the information.

Will all my appointment letters be sent using Patient Hub, including for follow-up appointments?

Yes, once this has been fully implemented across all departments, all letters and information will be sent via Patient Hub. You can read them as often as you like.

What if I have more than one appointment?

You will be able to see all your appointments in Patient Hub. You can manage (accept, cancel or rebook) each appointment individually.

Can I look back at previous appointments?

Yes, your previous appointment data is securely held in your space.

Did this information help you?

  • Page last reviewed: 31 August 2022
  • Next review due: 31 August 2023