Improving the outpatient experience

Our Trust will be rolling out a new digital appointment system. DrDoctor alerts patients to new appointments, and allows them to reschedule or cancel where necessary, on their smartphone. Patients will also be able to access appointment letters on their smartphone. The system is intended to improve the patient experience, but will also reduce non-attendances, cut unnecessary calls, and better use staff time.

Updated 7 April 2020. Our Trust has expanded our new digital appointment system to most adult and paediatric services on the Chelsea and Westminster Hospital site,

DrDoctor alerts patients to new appointments, and allows them to reschedule or cancel where necessary, on their smartphone. Patients will also be able to access appointment letters on their smartphone. The system is intended to improve the patient experience, but will also reduce non-attendances, cut unnecessary calls, and better use staff time.

The system has run at West Middlesex Hospital for some time.

See appointment letters on your phone

View and download your hospital letters instantly on your mobile phone, tablet or computer with our new digital letter service. 

You will receive a text message notifying you that you have a new letter to view online. Simply log in to our secure patient portal to view and download your letter. 

To help save paper and postage, if you view a letter online, we won’t send you the letter by post. If you would also like to receive your letter by post, you can request this online.

If you don’t view your letter online, we will send it to you by post.

For more details on viewing your letters online see the how-to guides below.

Why are we introducing digital letters?

Allowing you to view and download your letters online helps us to:

  • Deliver appointment letters instantly
  • Reduce confusion from lost letters or letters arriving in the wrong order
  • Save the NHS money by reducing the amount of paper and stamps we are using
  • Reduce our environmental impact 

How to view your digital letter

  • You will receive a text message notifying you that you have a new digital letter to view online. If we have your email you will also get an email.
  • Follow the link in the text message to our secure patient portal or visit nhs.my/chelwest and log in with your name, date of birth, and postcode.
  • To check it is really you, we may send a unique one-time code to your mobile phone number.
  • View and download your new digital letter online as a PDF. All your digital letters will be stored here on our patient portal. 

How to view your digital letter and receive a printed letter

If you don’t view your digital letter online, we will automatically send you one by post. 

If you view your letter online, we won’t post you a printed letter unless you request one.

There are two ways you can request a printed letter:

  • Log in to our secure patient portal, go to the settings tab in the top right, and turn off the paperless option. 
  • Reply PRINT to your text message notifying you that you have a new digital letter. 

How to request a printed letter

To receive all your future letters digitally, please opt to go paperless. You can do this by:

  • Log in to our secure patient portal, go to the settings tab in the top right, and turn on the paperless option. 
  • Reply DIGITAL to your text message notifying you that you have a new digital letter. 

Where are digital letters happening?

A trial across most services at West Middlesex was successful, with the majority of patients viewing their letters online. 

Frequently Asked Questions: 

I’ve received a text message with a link to the online patient portal, but I can’t log in with my details?

If you have followed the link in your text messages and cannot log in with your correct details, we probably do not have your most up-to-date details on our system. Please contact the relevant reception and check we have your most up-to-date:

  • Full name
  • Date of Birth
  • Postcode
  • Mobile number 

I am not receiving text messages with digital letters—should I be?

This service is being rolled out for most services at both sites.

If you are not receiving either appointment reminder text messages or digital letter text messages, we may not have your correct mobile number on our system. Please contact the relevant reception department and check we have your most up-to-date mobile number. 

I opted to go paperless but I would like to receive printed letters again. How do I do this?

If you would like to receive printed letters by post again you can do this by logging in to the online patient portal at nhs.my/chelwest, going to your settings in the top right and turning off paperless letters.   

I am about to change my mobile number—how can I add my new number to the system?

You can update your contact details at nhs.my/chelwest in the settings menu. 

If you cannot get online, please contact the relevant reception and check we have your most up-to-date mobile number, and correct name, postcode, and date of birth. 

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?

Please contact the relevant reception and inform us of your new mobile number.

Does it cost me to reply to a text message?

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. 

You can change your digital letter setting online for free by following the link in your text messages or using If you cannot get online, please contact the relevant reception and check we have your most up-to-date mobile number, and correct name, postcode, and date of birth. 

Can I receive email notifications about my digital letters as well as text messages?

If we have your email, we will also email you.

Why do you want my mobile number?

We use your mobile number to send you a text message appointment confirmation messages, appointment cancellation messages, appointment reminders and notifications when your digital letters are ready. Our trusted partner—DrDoctor—will send a text message with the details of your appointment and digital letters.

We also use your mobile number as part of our secure login for the online patient portal.

What is DrDoctor?

DrDoctor is a digital health company modernising how hospitals and patients communicate. They provide a convenient way for patients to manage your appointments while reducing costs, saving time and developing better overall experiences for patients. 

What is on the website link at the end of my text?

The website link will lead you to the online patient portal. 

You can also log online by visiting nhs.my/chelwest.

Once online you will be able to request to change and cancel your appointments, view your digital appointment letters, access maps, and read important clinic information.

How is my data handled?

To enable us to deliver this service, we give DrDoctor only enough information to provide you with these services.

DrDoctor is accredited to the highest standards set by the NHS for protecting the healthcare information of UK citizens. For more information, please click here

Feedback from the pilots will inform how the full system is rolled out across West Mid and thereafter the rest of the Trust.

Feedback

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