Patient Hub

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What is Patient Hub?

Patient Hub is a secure online portal (secure website) which allows you to access all your hospital outpatient appointment information in one place, by using your smartphone, tablet, or computer.

Patient Hub prompts you, via text message or email, to access the portal using either your mobile number OR email address and date of birth. You will receive a 6-digit security number on your mobile phone to enable you to log in.

You can then confirm, rebook, or cancel hospital appointments online and access supporting information, including appointment letters.

Outpatients

We are now sending out outpatient appointments electronically via email or text message. These are being sent out by our patient portal called Patient Hub. This helps to get your appointment details to you as quickly as possible.

If you receive an email or text notification from Patient Hub, please log in as soon as possible to access the appointment details; if you do not log in, you will receive 2 further texts reminding you to do so. When you have logged in, please accept, cancel, or request a rebooking of the appointment, and view additional details in the accompanying letter.

If you have requested a cancellation or rebooking of your appointment, the relevant team will contact you within 2 working days to confirm this request and change the appointment accordingly. If we are unable to contact you within this timescale, we will rebook or cancel your appointment as per your request. If you are requesting rebooking or cancellation at less than 24 hours’ notice, please phone us to ensure we can offer the appointment to another patient.

Please ensure you open and read the PDF document as this is your appointment letter. Giving patients access to appointment letters online and having the option to add the appointment to electronic calendars is shown to have significant benefits in ensuring patients attend their appointments. By reducing the printing and postage of paper letters, the Trust not only saves money, time, and resources, but will take a step closer to achieving its Net Zero (carbon neutral) promise by 2030.

Please ensure we have the most up-to-date contact details (mobile phone number and/or email address) for you to be contacted via Patient Hub.

Updating your personal information

Please help ensure that the information we hold about you is up-to-date via this link – https://forms.office.com/r/YJD9z62gLX, or using the QR code below.  We will ensure your information is processed in line with UK Data Protection laws.

What information will I get from Patient Hub?

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

Do I need to create a Patient Hub account?

No, the hospital will create the account for you. As soon as you are a patient of the hospital, and an appointment is booked there will be an account in your name. 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 a member of your specialty booking team or advising a member of staff when you next attend.

How do I access Patient Hub?

The hospital will send you a link by text message or email. Alternatively, you can log in via the link below.

1. Click on the link – https://patienthub-rcht.onmats.com/i/patients/login
   You will be taken to the login page (shown below).
2. 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).
3. You will then be sent a 6-digit authentication code by SMS text message (or by email if we do not have your mobile number). Please note, the 3-letter verification code that is sent with your email / text message is only needed by patients with the same mobile number and date of birth, for example twins, and you will be prompted to use this in this scenario.
4. Enter the 6-digit code. Please be aware this authentication code will expire in 2 minutes and 30 seconds. If the time limit expires a new code is required.

I accepted my appointment on Patient Hub and now I cannot see it

When you accept your appointment on Patient Hub, it will no longer show as a New Appointment, instead the details will be under the Attending tab in appointments.

There are 3 tabs:

• New – new appointments which have not yet been confirmed
• Attending – all outstanding appointments for which you have confirmed attendance
• History – all past appointments, including those cancelled

Where is my letter?

Beneath the appointment details you will find the appointment letter. Alternatively, you can click on the Letter tile on the home screen of Patient Hub and view it there.

I am having trouble accessing Patient Hub. What should I do?

If you have trouble accessing this site, please check your Wi-Fi or internet access is working, and that you are using one of the compatible web browsers listed below:

• Microsoft Edge
• Chrome
• Firefox
• Safari
• Chrome for Android
• Chrome for iOS
• Safari for iOS

Please ensure you enter mobile number or the email address we contacted you on. Please also enter your date of birth using this format: DD/MM/YYYY. If you are still unable to log into Patient Hub, please call us on 01872 252201 (lines open Monday to Friday, 9.00 am to 12.00 noon, except Bank Holidays) and one of the team will help you.

What should I do if I have been locked out of my account?

If you enter the wrong 6 digit authentication/security code by mistake, you will see the following message displayed ‘Password incorrect. Account has been locked. Consult your system administrator’.  If this happens, please wait 15 minutes and your account will automatically unlock and you will be able to try again.

Can I access Patient Hub at any time?

You can use the link in the text message or email, the link in the appointment you added to your diary, or access via the Patient Hub page on the hospital’s website to access your appointment information at any time.

What happens 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 your hospital who can do this for you. This does mean that you will not receive any reminders about your appointments.

Please call us on 01872 252201 (lines open Monday to Friday, 9.00 am to 12.00 noon, except Bank Holidays), or email rcht.outpatienttransformation@nhs.net, and one of the team will help you.

Other questions

Why am I being offered this new service?

The Trust is offering more communication choice to patients and working hard to increase efficiency and sustainability. By offering this service, you will receive your appointment details earlier than you would receive it in the post.

Do I need to download the Patient Hub as an app from an app store?

No, there is no need to download anything. When the hospital sends you the first appointment notification, they will send you a link. The Patient Hub is a web page that you can access at any time. For easy future access, you may want to save this link as a favourite. Each time you sign in, you will also 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 will stay the same, so you can go back to any text message or email. 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, for easy future access, your device should allow you to 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 on this website.

What authentication does Patient Hub use?

Patient Hub uses two-factor authentication. You begin the login process by giving us some personal information known to you – your mobile number or email address and your date of birth. To complete the login 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.

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 hospital. Once you click on the link, you will be asked for two forms of identity. This will be either your mobile number or email address and your date of birth. This information, coupled with a 6-digit authentication code, forms the secure 2-factor authentication.

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 later.

If you wish to rebook or cancel an appointment, the relevant team will contact you within 2 working days to confirm this request and change the appointment accordingly. If we are unable to contact you within this timescale, we will rebook or cancel your appointment as per your request. If you are requesting rebooking or cancellation at less than 24 hours’ notice, please phone us to ensure we can offer the appointment to another patient.

Can it help me with a diary reminder?

Yes, you can click on a diary button to add a reminder to your smartphone or computer calendar.

Do I need to enrol to get this service?

No, if we have your mobile number or email address on your hospital records, we will send you a text message or email. You will be able to choose how you are contacted (either via text message and/or email) so it is important that you make sure that we have your correct contact details.

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

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

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

If you do not respond after three notifications, 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 patient administration system, you will receive a notification within the next 24 hours. Depending on whether you log in and accept your appointment, you may receive up to 2 further invitations to log in. These notifications are sent on consecutive days.

If you log in on receipt of the first notification, the system will stop sending you any further notifications.

How do I access Patient Hub if I have accidentally deleted the text message from my phone?

There is a link in your diary reminder or use the link on the hospital website to access Patient Hub.

I clicked on ‘rebook’ or ‘cancel’, but I have not had a call back yet.

The hospital booking team will call you within 2 working days. The booking team staff work between 0830 and 1600 hours, Monday to Friday (except Bank Holidays).

I requested rebooking of my appointment using Patient Hub. How do I know it has been rebooked?

You will receive a call from the hospital booking team confirming your rebooking request and will either be given another appointment during that call or added back to the waiting list. You will receive a confirmation of this cancellation by text or email.

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

You will receive a call from the hospital booking team confirming your cancellation and will also receive a confirmation of this cancellation by text or email.

Will all my appointment notifications and letters be sent using Patient Hub?

Yes, once this has been fully implemented, all letters and other extra information will be sent via Patient Hub.

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.