Text Reminders - Frequently Asked Questions

Across WWL’s services, we are re-introducing text reminders for outpatient appointments.

As part of this we have included the below frequently asked questions to help you get set up.

For more information about text reminders please click here.

• Should I be receiving text reminders?

  We are currently rolling this service out across WWL and we will update patients as the service expands into further specialties.

  If you should be receiving text reminders but are not, we may not have your correct mobile number on our system. Please contact the WWL Appointment Centre on 0300 555 4567 and check we have your most up-to-date mobile number.

• I've received a text message with a link to the online patient portal, but I can't login 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 WWL Appointment Centre on 0300 555 4567 and check we have your most up-to-date:

  • Full name
  • Date of Birth
  • Postcode
  • Mobile number
• How can I stop receiving text message reminders?

  If you do not wish to receive any further text message communications about your upcoming or future appointments you can reply STOP to any message that you receive. Please be aware this will stop all future text message communications from the Trust regarding your appointments.

  You can also update your communication preferences by visiting nhs.my/wwl, logging in and updating your settings.

• I accidentally replied to stop a text message and have stopped receiving text message reminders. How do I start receiving these again?

  If you have accidently 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 by visiting nhs.my/wwl, logging in and updating your settings.

• 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/wwl in the settings menu.

• I have a new mobile number which I am currently using so I cannot receive the One Time Code to login - how can I update?

  Please contact the WWL Appointment Centre and provide your new mobile number to update your records. You can call 0300 555 4567 or email appointments@wwl.nhs.uk

• Does it cost me to reply to WWL?

  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 also request to change and cancel your appointment online for free by following the link in your text messages or using nhs.my/wwl

• Can I receive email reminders instead?

  If you would like to receive reminders by email, you can log in to nhs.my/wwl and change your setting to email.

• Why do you want my mobile number?

  We use your mobile number to send you text message appointment confirmation messages, appointment cancellation messages and reminders about your upcoming appointments. Our trusted partner – DrDoctor – will send a text message with the details of your appointment.

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

• How is my data handled?

  To enable us to deliver this service, DrDoctor will have access to your contact information but not to 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 https://my.drdoctor.co.uk/privacy.

• 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 message?

  The nhs.my website link will lead you to your my.drdoctor.co.uk online patient portal. We use the nhs.my link to reduce the length of our text messages.

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

• I can't request to change or cancel my appointment by text message or online

  There are several reasons why you may not be able to request to change or cancel your appointment. We’ve listed a few below.

  • It is too close to your appointment
  • This service is not available in the specialty where you have your appointment
  • If you need transport assistance for your appointment
  • If you need a translator for your appointment

  In these circumstances please contact us on the phone number in your text message or on the online patient portal.

• 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.

  If you still can’t see all your appointments it may be that this service is not available for your clinic. Please refer to your letters and other communications.