Trust pilots new booking system

North Tees and Hartlepool NHS Foundation Trust is making life easier for patients by offering more control over their appointments using the NHS app.

A new app-based booking system is now available for gastroenterology outpatients.

NHS app

Using the NHS app, patients will be able to access a new appointment function which allows the patient to book, rearrange or cancel their appointment at their convenience.

The system is easy to use and is part of the existing NHS app; patients who already use the free app do not need to download any kind of add-on or extension.

Piloting the system in gastroenterology outpatients will allow the trust to assess patients’ experiences of using the app prior to achieving the Trust’s aim of offering the service to all outpatients users by February 2024.

The Trust is keen to stress that patients who prefer to receive a letter can continue to do so.

Using the NHS app

Welcome to a quick overview of a big change to the way patients can access their appointments at North Tees and Hartlepool Foundation Trust
As part of an NHS England drive North Tees and Hartlepool are moving outpatients appointments into the NHS app
As well as cancelling confirming and amending appointments patients will also be able to view important appointment details like directions, time of appointment and duration.
It is very important to note physical letters will not stop. Physical letters will only stop when a patient chooses.
There will be SMS notifications and this may cause confusion. It is essential we are all as aware as possible of this to support our patients. Spread the word!
It is likely some patients may notice the providers within the NHS app. We are using HealthCall as our main provider, however it is likely Netcall and DrDoctor will be visible through wider activity.
The key information is
26th September live Gastroenterology Outpatients appointments will start appearing in the NHS app.
Patients will receive NHS notifications (SMS, App notification or email) for each new, amended or cancelled appointment in Gastroenterology
We are also sending SMS notifications for waiting lists validation starting the 27th September. This will be delivered through NetCall

Book, rearrange and cancel at the touch of a button

Kath Tarn, head of outpatients and place based care, said: “The new function on the NHS app makes managing your appointments much easier but we appreciate some people will prefer the traditional paper-based appointment system.

“Patients will be offered the chance to make, rearrange and cancel their appointments with the app. It’ll provide reminders of your appointment and alert you if anything changes.”

Ease of use

Rowena Dean, chief operating officer, commented: “Making sure it was easy to use was really important to us. I think people will find the app very intuitive and will master it really quickly.

“It’s completely secure and every patient’s confidentiality is guaranteed.”

Patients who do not want to use the NHS app can still receive reminders via text or email.
The new booking system comes as part of a wider programme of digital-based support at the Trust for patients which is being rolled out. This includes a new ‘Patient Hub’ for outpatients on waiting lists to manage all outstanding referrals online.