Managing your appointment

Your will receive text reminders before your appointment.

Appointments can be changed or cancelled after receiving the text reminder by replying CHANGE or CANCEL to the text message.

How it works 

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:

• request to rebook or cancel your appointments
• view location information, including a map, to help ensure you get to the right place at the right time
• view clinic information about your upcoming appointment
• add your appointment to your calendar
• view all upcoming appointment details in one place

What do I need to do?

Make sure that we have your up-to-date mobile number and email address, so that we can contact you. Ask the receptionist to check we have these details when you have your next appointment.

I have a new mobile number – can I update it?

You can update your contact details in the patient engagement portal in the "Settings" menu. If you cannot get online, please let us know and we can update it for you.

I am not receiving SMS reminders – should I be?

If we have the most recent mobile number for you then you should receive reminders by text message. Visit the patient portal and update your contact details in the "Settings" menu to make sure your details are correct.

You can also check that your hospital has the most recent number for you. If we have this, you will then receive confirmations and reminders for your future appointments.

How can I stop receiving text reminders?

You can also personalise the messages you receive by visiting the patient engagement portal 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 accidentally replied STOP to a text message and have stopped receiving text message reminders. How do I start receiving these again?

If you have accidentally 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 preferences by visiting the patient engagement portal and updating your settings.

How can I receive email reminders?

You can add your email address via the patient engagement portal, under the "Settings" menu, to receive email reminders as well as text message reminders.

If you cannot access the online portal, please let us know at reception or the next time you speak to us, and we can update it for you.

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.

Can I receive email notifications instead?

You can receive email notifications instead of a text message by changing your reminder settings in the patient engagement portal.

Is it possible to view all my appointments at the hospital in one place?

Yes, by visiting the patient portal you will be able to view your appointments and add them to your personal calendar.

What if I need to change or cancel my appointment?

When you receive your appointment notification on your mobile device you can respond to the text message with CHANGE to reschedule your appointment or CANCEL if required. If you ask the Trust to cancel your appointment you will be asked to confirm this decision by inputting your date of birth, as the Trust will not send you a further appointment for this clinic.

You can also change or cancel your appointment by following the link on your appointment notification, and managing your appointment through the DrDoctor patient portal. Clicking on your appointment within the patient portal will give you an option to change or cancel your appointment, including the option to give further information to the booking centre (i.e. your availability or your reason for cancelling).

• Follow the link in your text message or visit the patient portal directly to change it
• Enter your name, date of birth and postcode on the patient portal. We will send you a one-time code to your phone to make sure it is really you
• Once online you can request to change or cancel your outpatient appointment under the "Appointments" menu by clicking on the relevant appointment you’d like to change or cancel

You can also call the telephone number provided on your appointment letter, who will take the necessary steps for you.

Please note the direct links from a reminder message expire after seven days which means if you use this link you will be, for additional security, sent a one-time code to the registered patient mobile number before you can validate yourself.

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?

Either contact the number on your appointment letter to inform them of your new number, or you can add the details and 'opt-in' via the patient engagement portal.

What can I do on the online portal?

If you have an appointment the online portal allows you to:

• view and download appointment letters
• view the location of your appointment
• view important clinical information
• add your appointment to your personal calendar
• receive appointment reminders

What are the benefits of the online patient portal?

The patient portal ensures that appointment information is never lost and is easily accessible wherever you are and whenever you need it. Going paperless means that you are supporting the NHS to be more environmentally friendly.

What device will I need to access the online patient portal?

You will need to use a smart phone or another digital device (e.g. tablet or computer) that is connected to the Internet.

If you are not connected to a Wi-Fi network, please be aware that data charges may apply.

How is my data handled?

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

How do I know it is not a scam?

All of our digital letter invites come from the same mobile phone number: 07860 039 092. Save the number under "Barts Health NHS Trust" so you remember it for next time. 

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. Only appointments from March 2025 onwards will be visible.

Why have I been sent a code to my mobile?

If you are using a device that is not your mobile number we will, for additional security, send a one-time code to the registered patient mobile number which can be validated by last name, date of birth, and postcode. This will also occur if you are using a direct link from a notification message that is more than seven days old. This is standard security practice.

Patients at Barts Health can access their health record online through a portal called Patients Know Best.  

Once you sign up, you will be able to see your personal information, check test and scan results and hospital appointments from any device. 

Patients know best is free, easy-to-use, and hosted within the secure NHS network. This means that all personal and health information is encrypted so that you as a patient, and the people you choose, can access your health information.  

You will still receive letters and texts from us in the usual way, but this portal will give you more control of your health record.  

What do I need to do?  

If you want to sign up, you can do so here. For any questions or if you want to know more please contact the team at bartshealth.pkb@nhs.net  

Read more 

• FAQs about Patients Know Best 

• Health records 

If you need to change or cancel an appointment, book a blood test, access travel information, or check your outpatient appointment details at The Royal London and Mile End hospitals, you can use our web chat service at the bottom right of the page.

Using our web chat is easy, and requires no waiting around on the telephone. Use a phone, PC, tablet, or laptop, answer a few simple questions and a web chat agent will be with you as soon as they are available. You can use other tabs in your browser while you wait without losing your place. You can also download a transcript of your conversation for future reference. 

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