Patient Hub FAQs

• 1. How does it work?

  In autumn 2024 our outpatient clinics across Southport and Ormskirk hospital sites will begin to use Patient Hub, this will show you your appointment information and also your appointment letter. Outpatient clinics at St Helens and Knowsley sites will be available in the Patient Hub at a later date.

  Those clinics where you can use Patient Hub will send a text or an email inviting you to access Patient Hub using a link. You will be able to use the link any time. However if you do not open your appointment letter within 48 hours, the letter will be sent out via post.

  This service relies on communicating with you via text message and/or email, so it’s important to check that we have an up to date mobile phone number and email address when you next visit.

• 2. Do I need to create a Patient Hub account and remember a username and password?

  No, all patients with a registered mobile number and/or email address will automatically have access to this service. You do not need to create a username or password to access Patient Hub.

  You will need to securely log in each time you access Patient Hub and 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 either your mobile number or email address and your date of birth to login.

  This will be followed by a 6-digit authentication code which will be text or emailed to you. This forms the secure two factor authentication to enable login. 

  This service relies on communicating with you via text message and/or email, so it’s important to check that we have an up to date mobile phone number and email address when you next visit.

• 3. How do I access my account?

  The hospital will send you a link by text message or email. You should then follow these steps:

  • Click on the link
  • You’ll be asked to enter either your mobile number or email address, together with your date of birth.
  • You will then be sent a 6-digit authentication code by text, or by email if we don’t have your mobile number.
  • Enter the 6-digit code. Please be aware this secure code only lasts for two and a half minutes.
  • You should be securely logged into Patient Hub.

  Please note: If the appointment is for your child, please use your mobile number or email address and their date of birth to log in.

  If we have duplicate record on our systems you may be asked to enter a User Verification Code when logging in, please enter this code that is sent to you at the end of the notification.
   

• 4. What information will I get from Patient Hub?

  Patient Hub allows you to view all of your outpatient appointments, letters and messages in one convenient location. As well as access to all your appointment information, giving you the ability to confirm, request to rebook or cancel your hospital appointments. It will provide everything you would normally receive in the post. 

• 5. Do I need to download Patient Hub as an app from an app store?

  No, there is no need to download anything. Patient Hub is a web page that you can access at any time. When the hospital sends you the first appointment notification, they will send you a link to access Patient Hub. For easy future access, you may wish to save this link as a favourite on your device.

• 6. Is the link always the same?

  Yes, the link to your account 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. Or, for easy future access, your device should allow you to save the link as a favourite.

• 7. Can I change my appointment?

  Yes, you can either accept, request to rebook or cancel your appointment. If you have accepted an appointment, you can go back in and request to rebook or cancel the appointment at a later date.

  Please note if you wish to cancel or rebook within three days of your appointment date, you will need to contact us using the phone number on your appointment letter. 

• 8. Can it help me with a diary reminder?

  Yes, you can click on a diary button in the current appointments tab to insert a reminder (or, ‘download calendar file’) into your smartphone or computer calendar.

  In the Profile tile of Patient Hub you’ll be able to choose how you are notified if you have a preference between text or email.

  It is important that you make sure we have your correct contact details.

• 9. Can everyone use Patient Hub?

  Currently, only gynae outpatient clinics are using Patient Hub, as part of a pilot project. Following this pilot, we anticipate use of Patient Hub for all outpatient clinics in a phased approach.

  If you have a smartphone, tablet or computer, then you can access Patient Hub.

  The initial link needs either a smartphone, tablet or a computer. If you do not have a smartphone you can receive the link and authentication code in an email. You need access to either email or text messages to use Patient Hub.

  If you don’t have a smartphone or computer, don’t worry, you will continue to receive your appointment details by letter in the post, together with all the other information. 

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

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

  If you do not respond to the notification, you will be sent a further two reminder notifications.

  If you do not respond to any of the notifications, your appointment letter will be posted to you.

• 11. How do I access Patient Hub if I have accidentally deleted the text message or email?

  If you have added a diary reminder from Patient Hub, you will have a link in the diary reminder. Alternatively, you can go to the Patient Hub page on the Mersey and West Lancashire Teaching Hospitals NHS Trust website.

• 12. I clicked on ‘rebook’ but I haven’t had a call back yet

  The hospital booking centre agents will call you as soon as they have availability.

• 13. I cancelled my appointment using Patient Hub. How do I know it has been cancelled?

  You will receive a call back from the hospital within 72 hours to confirm your cancellation.

• 14. 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. Opting out also means you will not receive any appointment reminders.

• 15. Will all my appointment letters be sent using Patient Hub?

  Yes, all letters and other extra information will be sent via Patient Hub. You can review them as often as you wish.

• 16. How will I know where to go when I arrive for my appointment?

  Your letter will include a site map which you can download to your smartphone, tablet or computer.

• 17. Will I receive follow-up appointments through Patient Hub?

  Yes, all appointment letters and information will be sent via Patient Hub.

• 18. 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

   

• 19. Where can I find my appointment 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.

• 20. 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 01695 656680 (lines open 8am - 8pm Monday - Friday (excluding Bank Holidays)) and one of the team will help you.

• 21. 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.

• 22. 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. For easy future access, your device should allow you to save the link as a favourite.

• 23. 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.

• 24. 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.

• 25. Do I need to securely log in each time I access Patient Hub?

  Yes, it is important to keep your data secure. Patient Hub can only be accessed using the 6-digit security code and two-factor authentication. Each security code can only be used once.

• 26. 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 two-factor authentication.

• 27. 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.

• 28. 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.

• 29. 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.

• 30. What happens if I cannot access my appointment information?

  You can contact the Access and Booking Team on 01695 656680 (lines open 8am - 8pm Monday - Friday (excluding Bank Holidays) and one of the team will help you.

• 31. Can I look back at previous appointments?

  Yes, your previous appointment data is securely held in your space.

• 32. What if I don’t have a smartphone or a computer?

  The secure link requires a smartphone, tablet or a computer to access it. If you do not have a smartphone, you can receive the link and authentication code in an email.

  If you don’t have a smartphone or computer, don’t worry - you will continue to receive your appointment details by letter in the post, together with all the other information.