What is the Patient Hub?
Patient Hub is a secure system we use to send appointment information and updates digitally.
It helps you receive messages quickly and, in some cases, respond or confirm your appointment.
By default, we will contact you by mobile if we have your details.
Which services will be using Patient Hub?
Patient Hub is being introduced gradually across our services.
By November 2026, the following specialties will be using Patient Hub to contact patients about their appointments:
- Ophthalmology
- ENT (Ear, Nose and Throat)
- General Surgery
- Neurology
- Rheumatology
- Endocrinology
- Diabetes
- Endoscopy
- Urology
- Cardiology
We will continue to expand this to more specialties over time as the system is established.
Do I need to do anything?
No — you do not need to do anything.
Where available, Patient Hub will be used as the main way we communicate with you about your appointments.
If we already have your mobile number or email address, we will automatically send your appointment information digitally.
If we do not have your contact details, or if you do not respond to your digital appointment within 48 hours, you will still receive your appointment information by post.
What has changed when I call the hospital?
When you call us, you may notice:
- Updated recorded messages
- More options to help you get information quickly
- The ability to request a call back instead of waiting
- Options to cancel or request changes to appointments
These changes are designed to make it easier to access the help you need.
Will I still be able to speak to someone?
Yes, absolutely.
If you need to speak to someone, you will still be able to do so. The new options are there to give you more choice and reduce waiting times.
What is a call back option?
A call back option allows you to request a call from us without needing to stay on hold.
If this option is available, you will be offered the choice during your call.
Why did I receive an automated call about an appointment?
In some cases, we may contact patients using an automated phone call when appointments become available.
This helps us:
- Offer appointments more quickly
- Make use of short-notice availability
- Reduce waiting times
Will I be speaking to a real person?
Yes.
The automated call is used to check your availability. If you are available, you will be connected to a member of staff who will:
- Confirm your details
- Book or adjust your appointment
Will my appointment be booked automatically?
No.
Your appointment will not be booked or changed automatically. A trained member of staff will always complete the booking and ensure you are notified.
How will you contact me?
We may contact you by:
- NHS App notification
- Text message
- Letter
- Telephone
You may receive a combination of these depending on your appointment.
Can I reply to messages?
In some cases, yes.
You may be able to:
- Confirm your appointment
- Let us know if you cannot attend
- Follow instructions included in the message
Each message will explain what you need to do.
Is my information secure?
Yes. Your information will continue to be handled securely and in line with NHS data protection standards.
What if I do not use a mobile phone or email?
That’s absolutely fine.
We will continue to contact you by letter or telephone if digital communication is not suitable.
Why have I been asked to confirm my appointment or whether I still need care?
From time to time, we may contact you to check whether you still need your appointment.
This helps us:
- Keep our waiting lists up to date
- Offer appointments to other patients more quickly
- Reduce delays
What should I do if I don’t understand a message I receive?
If you are unsure about any communication, please contact the service listed in your message or appointment details.
A member of the team will be happy to help.
Who can I contact for more information?
If you have questions about your appointment or any messages you receive, please contact your usual hospital service.