UHBW launches digital appointment letters

Patients at University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) can now view and download their appointment letters online.

The move, in partnership with digital patient engagement platform DrDoctor, aims to improve patient experience, help cut the number of missed appointments, and reduce postal costs and the Trust’s environmental impact.

Digital Letters has launched this week initially for our adult services at our Bristol hospital sites, with a view to extend to patients at Weston General Hospital in due course.

Patients will receive a text message or email containing a link to a secure portal, which they can log on to access their appointment letters. Their information will be instantly available via PC, smartphone or tablet. If the text or email isn’t opened within two days, a paper letter will automatically be sent out.

Patients who want to continue to receive paper copies can opt out of the digital service by replying PRINT to their text message notification, or by logging into the patient portal, going to the ‘Settings’ tab, and turning off the paperless option.

All texts come from the same central number which is currently used for NHS text reminders - 07860 039092, with emails coming from no-reply@drdoctor.co.uk.

The launch follows a successful trial with patients at Bristol Eye Hospital earlier this year. Bristol Eye Hospital has sent over 13,000 appointment letter notifications to patients since October (2023), with over 55% of patients opting to view their appointment letter online.

Scott Deacon, Clinical Director of Outpatients at UHBW said: “Our pilot at the Bristol Eye Hospital is a good indication that many patients have a preference to receive communications digitally. We look forward to expanding the service across most of our outpatient clinics in the next few months.  

“Less movement of paper and earlier delivery times have advantages for both the environment and patient convenience. Prompt communication of appointment invitations, in combination with the DrDoctor text appointment reminder service we already have in place, work together to reduce the likelihood of a patient forgetting to attend their appointment, reducing the number of wasted NHS appointments.

“While the feedback on digital appointment letters has been very positive, patients who wish to remain receiving physical appointment letters will be able to do so, ensuring the different needs of our patients are met.”

More information about the new service can be found on our website.