The Trust operates a text and phone call service in place of appointment reminder letters.
If your appointment is booked more than four weeks in advance, you may receive a text or phone call reminder. 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. Others will receive an automated call, or a phone call from call centre staff.
People who fail to attend their appointments cost the Trust more than £6 million per year. It is important you respond to texts and calls so that your appointment can be given to another patient if you can no longer attend. If, for any reason, you can no longer attend your appointment, please contact the number on your appointment card at the earliest opportunity.
Please note reminder phone calls may be recorded for quality and training purposes.
Why is the Trust offering an appointment confirmation service?
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, and missed appointments cost us more than £6 million per year. 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?
The new text and phone call confirmation service will replace the current appointment reminder letters.
If your appointment is booked more than four weeks in advance, you may receive a text or phone call reminder.
Most eligible patients who have supplied their mobile numbers will receive a text reminder. Others will receive an automated call, or a phone call from call centre staff. You will be contacted a few days before your appointment.
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.
All patients over the age of 70 will receive calls from call-centre staff or, if a mobile phone number has been given, a text message will be sent.
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, simply text back the word ATTEND, or, if you cannot attend, call the booking centre on 01282 803353 to cancel.
If you receive an automated call, you should follow the instructions, pressing the appropriate button on your telephone to confirm, cancel or rearrange your appointment.
If you receive a call from call centre 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. The text message to the mobile number recorded on our system.
When will the reminders take place?
You will be contacted a few days before your appointment.