Your online appointment letter

We want to make it as quick and easy as possible for you to receive your appointment letters.

So now you can receive LNWH appointment letters by text message.

Once your appointment has been booked, you will receive a text message, letting you know when and where your appointment will take place. This message will include a web link, which you can tap to read your appointment letter online.

To log in, you just need:

  • the short code provided in your text mesage
  • your date of birth.

If for any reason you don’t access your online appointment letter within 48 hours of us sending it to you, we'll also send you a copy in the post, just in case.

Our online letters mean that you’ll receive your letter more quickly and reliably. You also won’t need to worry about losing it – it’ll be there in your online portal whenever you need it.

Some of our services will not provide online appointment letters straight away. For these services, you will continue to receive letters in the post until they are able to introduce online appointment letters. This is likely to happen in early 2021.

Checking and updating your contact details

It’s important that we have your up-to-date contact details, so we know that you are receiving your appointment letters.

You can check that we have the right phone number, email address, and home address for you by using the self-check in kiosks when you visit our outpatient departments.

Or you can call us to update your details on 0208 235 4200.

What's in your online letter

Your online letter will include important information about your appointment.

For example, this might include:

  • the date, time and location of your appointment
  • who will be seeing you 
  • whether you need to bring anything to your appointment
  • any special instructions you may need to follow.

Along with your appointment letter, you will also be able to access other useful information online. This might include:

  • additional information about a service or procedure
  • a map and some directions for finding us.

Using your online appointment letter

Confirming or rebooking your appointment

Once you've read your appointment letter, you can confirm, reschedule or cancel your appointment with us by using the online buttons.

You can also add the appointment to your electronic diary, if you have one.

It is important you let us know as soon as possible if you are not able to attend so that we can make sure the appointment slot can be given to someone else.

Don’t forget – if you cancel an appointment rather than rebooking it, you may be discharged from the service.

Translating or enlarging your online letter

You can translate your online letter into more than 90 languages.

If you're visually impaired, you can enlarge your online letter or read it with a screen reader.

Printing or emailing your online letter

Your online letter is yours to manage as you wish. You can:

  • print the letter
  • email it to yourself or someone else (for example, if you need to share it with your employer for any reason, or if you are being accompanied to your appointment by a friend or family member)
  • save it to your computer
  • simply leave the letter online and access it via your text message link whenever you need it.

Text us to confirm, reschedule or cancel your appointment

Shortly before your appointment, we'll send you a reminder about it by text message.

You can reply to our text reminders to confirm, reschedule or cancel your appointment.

Just follow the instructions in your text reminder so that we know if you’re able to attend.

When you’re replying to us, please remember to include the short code provided in your reminder message. This means that we can tell which appointment you are confirming, rescheduling or rebooking.

It is important you let us know as soon as possible if you are not able to attend so that we can make sure the appointment slot can be given to someone else.

Don’t forget – if you cancel an appointment rather than rebooking it, you may be discharged from the service.

At the moment, we can’t include the details of your appointment in your text reminder for data security reasons. Please check your original appointment letter for more details about what your appointment is for and where it will take place

Unsubscribing, or receiving letters in the post

If you don’t use a smartphone, or would prefer not to receive online appointment letters, you can let us know by texting STOP to one of your appointment notifications.

We will make sure that you continue to receive letters in the post.

Why we collect your information

We collect and record information about you so we can give you the right care and treatment. It’s important we:

  • have enough information to help you make the right decision about your care
  • are able to learn from your experience, and improve care for everyone
  • are able to investigate your complaints or concerns.

We ask for your contact information so we can:

  • let you know when your next appointment is by writing to you, sending you an SMS text message, or calling you
  • send you SMS text messages to remind you that your next appointment is soon

You can opt-out of receiving SMS text notifications at any time by texting STOP to one of your appointment notifications. We will make sure that you continue to receive letters in the post.

We will also collect information from you that is not related to your care when you sign up for something on our website or in person. For more information, read Why we collect information through our website.

You can access your information if you:

  • see a different healthcare professional
  • move to another area or need to use another service

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