Newcastle Hospitals are now using a secure website to check if patients still need their appointment.
We’re making it easier and faster for patients to confirm their waiting list status, through online access via smartphone, tablet or computer.
This allows hospital teams to understand who may no longer require an appointment, avoiding unnecessary patient contact and ensuring a focus on patients who still need to be seen.
To make sure messages can be sent in a timely manner and to the correct device, patients are asked to make sure the hospital has an up-to-date mobile number.
All patient’s referrals with Newcastle Hospital will be viewable in the same place. This makes it convenient and quick to necessary information, with less paperwork to juggle or store.
This electronic waiting list validation will be rolled out across in stages across different services to help tackle the waiting list backlog.
Dermatology patients will be the first to be contacted under the initiative.
How does it work?
1. Patients will be sent a text message from Newcastle Hospitals with a link to follow.
2. Click on the link to confirm mobile number and date of birth when asked.
3. A 6-digit authentication code will be sent by SMS.
4. The code should then be entered into the secure page to unlock it and access your account.
5. To view appointments, simply click on the Referrals tab.
6. Select the relevant referral from the list and respond with:
- I still require my outpatient appointment and want to remain with Newcastle Hospitals. I would be willing to transfer consultant if that meant I would be treated sooner
- I still require my outpatient appointment and want to remain under the same consultant with Newcastle Hospitals
- I no longer require my outpatient appointment as my symptoms have resolved and I am happy to be discharged
- I no longer require my outpatient appointment as I have already received treatment for this condition
- I no longer require my outpatient appointment as I have moved out of the area and am waiting for treatment closer to home
- I would like to speak to someone before I decide (you will be contacted by the Trust). None of the above options apply
7. Updating preferences: Patients can opt out of the service by simply clicking on the Profile tab.
If you need any support with accessing the system, please contact the waiting list validation team on 0191 223 1155
Frequently asked questions
1. What is waiting list validation?
We want to check that patients still need their referral to our waiting list. As we introduce this across all specialties in a staged approach over the next few months (starting in September 2023), you will receive a text inviting you to link to a secure website. If this link is not used and you don’t respond within 72 hours, a paper copy will be sent by post.
All you have to do is to ensure your hospital records have an up-to-date mobile phone number.
When you have an opportunity to access your referral confirmation online there are benefits for both you and the Trust.
- Paper referral letters can be delayed in the post, are easily mislaid, and it can be confusing to keep track of many different referral letters
- You will help save money through reducing postage and printing and help us reach our goal to achieving Net Zero (carbon neutral) by 2030.
2. Do I need to create an account?
No, the hospital will create the account for you. As soon as you are a patient of the hospital and a referral is requested there will be an account in your name. You only need to access it when you need to see your referral details.
Please make sure we have your up-to-date mobile number by contacting a member of your specialty booking team or when you next attend the hospital please speak to a member of the admin team at reception.
3. Why am I being offered this new referral update service?
Newcastle hospitals are offering more communication choice to patients and working hard to increase efficiency and sustainability. By improving our communication with you, you will have all your referrals in one place which makes it less likely to miss the details. As part of our Net Zero (carbon neutral) promise, this will avoid unnecessary printing and postage.
4. I am on a waiting list but have not received a text. What should I do?
This service is being rolled out across Newcastle Hospitals in stages, meaning patients under different services and clinics will be contacted at different times. You don’t need to do anything or contact the hospital if you haven’t yet received a text. However, you can make sure we have your up-to-date mobile number by contacting a member of your specialty booking team or when you next attend the hospital please speak to a member of the admin team at reception.
5. How do I access to my account?
The hospital will send you a link by text message. You can click on the link in the text message / email or use this link http://www.newcastle-hospitals.nhs.uk/patient-hub/ to access your account.
You must then follow these steps:
- Click on the link. If you have trouble accessing this site, please check your internet access and that you are using, and that you are using one of the below compatible web browsers: Microsoft Edge, Chrome, Firefox, Safari, Chrome for Android, Chrome for iOS., Safari for iOS
- You will be taken to the login page.
- You’ll be asked to enter either your mobile number or email address, together with your date of birth, please enter your date of birth in the following format:
DD/MM/YYYY.
- You will then be sent a 6-digit authentication code by SMS, or by email if we don’t have your mobile number.
- Enter the 6-digit code. Please be aware the authentication code will expire in 2 minutes and 30 seconds.
- If the time limit has expired or the code is entered incorrectly a new code is required.
6. How do I get into the patient hub at another time?
You can use the link in the text message, the link in the referral notice, or from the patient hub page on the hospital website to access your referral information at any time.
7. What information will I get from the patient hub?
You are able to view all your referrals in one convenient location. It will provide everything you would normally receive in the post.
8. Do I need to download an app?
No, there is no need to download anything. When the hospital sends you the first referral notification, they will send you a link. You can access the portal at any time. For easy future access, you may want to save this link as a favourite. Each time you sign in, you will also be sent a new 6-digit security code. There is no need to remember a username and password.
9. 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 a referral, you will get a reminder of the link. If you want to go back into the portal, just use that link. Or, for easy future access, your device should allow you to save the link as a favourite.
10. Can I only use the link they send me in the text message or email to access it?
No, you can also use the Patient Hub link on this website – https://www.newcastle-hospitals.nhs.uk/patient-hub/
11. What authentication does the patient hub use?
It uses two factor authentications. 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 log in 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. The code is only valid for 2 minutes?.
12. Do I need to remember a username and password?
No, you do not have a username or password.
13. Do I need to securely log in each time I access the patient hub?
Yes, it is important to keep your data secure. The code via text message or email is very fast.
14. Is this secure?
Yes, the service is designed with security in mind. The text message regarding your referral will be sent to you by the hospital. Once you click on the link, you will be asked for two forms of identity, to check it really is you. 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 2-factor authentication.
15. How will I get my referral information?
You will get a text message with a link. When you click through the portal you’ll see the referral tab on the first page you see. Click on ‘Referrals’ to see information on your current referrals and their status
16. Do I need to enrol to get this service?
No, so long as we have a mobile number or email address registered with the hospital, the hospital will send you a text message or email. You’ll be able to choose how you are contacted (either via text message and/or email) so it is important that you make sure that we have your correct contact details.
17. How long do I have to respond to the text message or email?
The link to your account 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 one minute.
18. What happens if I do not respond to the text message link or authentication code I receive?
If you do not respond to the text message link within the given time, your referral letter will be posted to you.
19. How do I access my referrals if I have accidentally deleted the text message from my phone?
There is a link on the hospital website that directs you to the portal.
20. I clicked on ‘call me back , but I haven’t had a call back yet
The hospital team will call you as soon as they have availability. The speciality team staff work between 8am and 4pm.
21. What if I don’t have a smart phone? Or a computer?
The initial link needs either a smart phone, tablet or a computer. If you do not have a smart phone, you can receive the link and authentication code in an email. If you don’t have a smart phone or computer, don’t worry, you will continue to receive any information about the waiting list by letter in the post.
22. 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 the Portal. This does mean that you will need to wait for updates through the post.
23. What happens if I cannot access my referral information?
On this web page there is a link to the portal. This is provided so that you can access the portal via our website. If this approach is not successful, you can contact the hospital and ask for the information.
24. Will I receive follow-up information through the portal?
Yes, all referral follow-up will be sent via the portal.
25. What if I have more than one referral?
You will be able to see all your referrals in the portal. You can manage each referral individually.
