Rearrange or cancel appointment - Saint Mary's Hospital

NEW: Digital appointment letters, in partnership with DrDoctor

Manchester University NHS Foundation Trust, in partnership with DrDoctor, a digital health company, is introducing digital appointment letters to support:

Easy and quick access to your appointment letters
Reduce confusion from lost letters or letters arriving in the wrong order
Improve accessibility for all our patients
Save the NHS money by reducing the amount of paper and stamps we are using
Reduce our environmental impact

Over the coming months, when we send you an appointment letter, we will also send you a text message with a link (nhs.my/mft) to our online portal, which allows you to view and download your appointment letters on your mobile phone, tablet or computer.

How do I view my digital letter?

We will send you a text message (and email if requested) when you have a new digital appointment letter to view online
Click the link in your text message (nhs.my/mft) to go to your secure patient portal
Click ‘View letter’ and login using your last name, date-of-birth and postcode
View and download your new digital letter online as a PDF. Your letters will be stored here for future reference
You can access your appointment letters from any device by visiting nhs.my/mft

When using a different device, we will send a code to your mobile phone number for security.

Patients who prefer printed appointment letters can still receive their letters by post as usual.

Frequently Asked Questions

What should I do if I have a question about my appointment or the letter received?

You should contact the department who has sent the letter using the contact details provided on the letter.

How do I continue to receive my printed appointment letter by post?

The Trust is Digital by Default and will send appointment letters to all our patients digitally where a valid mobile number is available. Patients who prefer paper letters can still receive their printed appointment letters by post:

If you don’t view your digital letter within 3 days of receiving your text message we will automatically send you a paper letter.
Logging in to your secure patient portal, going to the ‘Settings’ tab in the top right, and turn on the paperless option
Reply PRINT to your text message notifying you that you have a new digital letter

If you choose to have your letters printed, you can still access them digitally using the DrDoctor portal.

How do I know this is not a scam?

All of our digital letter invites come from the same mobile phone number: 07860 039 092. And the link to view your digital letter starts with https://nhs.my.

If you choose to have your letters printed, you can still access them digitally using the DrDoctor portal.

I’ve received a digital letter, but I can’t log in with my details

The two most common reasons are:

When the letter is for a family member who we have your mobile phone for (e.g. a child) you need to use their date of birth to verify
We have an old home address on our system and you may need to log in with your old address details

If you cannot log in with your details, please contact the department you have been referred to and check we have your most up-to-date:

Full name
Date-of-birth
Postcode
Mobile phone number

I can log in but when I try to open my digital letter I get a 404 error message

The main reason why you might get a 404 error message when trying to view your PDF:

You are a patient at more than one NHS Trust and when you logged in you chose the wrong Trust portal to log in to.

How can I complete my digital letter on a tablet or computer?

If you have followed the link in your text messages and cannot log in with your correct details, it is likely we do not have your most up-to-date details on our system. Please contact the department you have been referred and check we have your most up-to-date:

Full name

Date-of-birth

Postcode

Mobile number

I would like to receive email notifications, how can I set that up?

You can update your contact details at nhs.my/mft in the settings menu, and following these steps:

Log in to the patient portal nhs.my/mft
Go to ‘Settings’ in the top right corner of the screen
Click the ‘Add new’ button
Click ‘Email’
Type in your email address
Click ‘Add’

Does it cost me to reply to text messages?

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 change your digital letter setting online for free by following the link in your text messages or using nhs.my/mft

I am not receiving text messages with digital letters, should I be?

We have now rolled out digital letters in most departments across the Trust.

If you should be receiving digital letters but are not, we may not have your correct mobile number on our system. Please contact the telephone number in your appointment letter and check we have your most up-to-date mobile number.

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.

How is my data handled?

To enable us to deliver this service, we give DrDoctor only enough information to provide you with these services.

DrDoctor is accredited to the highest standards set by the NHS for protecting the healthcare information of UK citizens as certified here: https://www.dsptoolkit.nhs.uk/OrganisationSearch/8HY91.

For more information on DrDoctor’s privacy policy please see https://my.drdoctor.co.uk/privacy.

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Planning your visit to MFT

At Manchester University NHS Foundation Trust (MFT) we have been working hard to reduce the risk of spreading Coronavirus (COVID-19) by introducing new processes and protocols to ensure the safety of our patients, visitors and staff at all of our hospitals and community locations.

Please be assured that our hospitals are safe and there are a number of strict infection prevention measures in place to protect you and our staff.

Attending a planned inpatient procedure

If you are attending MFT for a planned inpatient procedure, it is no longer a routine requirement to self-isolate for 14 days. This is in line with national guidance for all, including those extremely vulnerable to COVID-19.

Ahead of your appointment, you will have been in contact with your consultant, doctor or GP who will have talked you through the following recommended guidance for planned procedures:

Follow comprehensive social distancing and hand hygiene measures for 14 days before your planned procedure (click here for government advice on social distancing).
Three days before your planned procedure, you will have a COVID-19 test to ensure you are not positive for the virus.
You will need to self-isolate from the day you have your COVID-19 test until your admission into hospital.

However, we do understand that each patient’s circumstances are different and in some cases you may be advised to self-isolate for 14 days prior to your procedure. You can also opt-in to do this yourself based on your individual circumstances if you wish to do so.

Those who do self-isolate for 14 days will still be required to have a COVID-19 test three days before their planned procedure at MFT.

Attending an outpatient appointment

If you are attending MFT for an outpatient appointment, such as for an x-ray or diagnostic test, there is no requirement for you to self-isolate ahead of your appointment. However, please follow comprehensive social distancing and hand hygiene measures for 14 days prior to your appointment.

Please do not visit the hospital if you have a high temperature, a new continuous cough or a loss or change to your sense of smell or taste.

Please do not visit if you feel unwell or have had contact with a confirmed COVID-19 case.

Please be reminded to follow good hand hygiene measures, adhere to social distancing guidance and wear a face mask to reduce the spread of the virus.

Thank you for helping us to reduce the spread of Coronavirus.

Your appointment letter will give you the time, date and location of your appointment. It is very important that you attend the appointment. If, for any reason, you need to cancel or rearrange an appointment or an operation, please see the details below to find out how to contact the right team.

Gynaecology (Oxford Road Campus)

Benign Gynaecology

(0161) 701 0754 (8.30 am – 4.30 pm)

Reproductive Medicine (New Saint Mary’s)

(0161) 276 6000 (8.30 am – 4.30 pm)

Warrell Unit (Uro-gynaecology)

(0161) 276 6332 (8.30 am – 4.30 pm)

Colposcopy

(0161) 276 6365 (8.30 am – 4.30 pm)

Oncology

(0161) 701 7552 (8.30 am – 4.30 pm)

Maternity (Obstetrics) – Oxford Road Campus

Antenatal

(0161) 276 6409 / (0161) 276 6377 (8.30 am – 5.00 pm)

Your operation

If you are not able to attend for surgery or you wish to change it to a more convenient time, please tell us as soon as possible so we can give your appointment to another patient.

You can change or cancel your operation date by calling the service where you are being treated – you will find contact details either on your appointment letter.
To help us deal with your request as quickly as possible, please ensure that you provide the following information:

• Your full name
• Your NHS number or date of birth
• A contact telephone number or email address
• The date your surgery is booked for

If you cannot attend and do not notify us in advance, you might not be automatically issued with a new appointment and could have to return to your GP to make a new appointment with us. Please see our patient access, booking and choice policy for more information.

Information regarding your appointment

Reclaiming travel costs

If you are claiming benefits or are on a low income, you may be entitled to reclaim all or part of your travel costs. Please take your receipts with proof of your entitlement to benefits to the Cashiers’ Office. This is open Monday – Friday, 9.00 am – 1.00 pm and 1.30 – 4.00 pm. Please note that taxi fares are not reimbursed. For further information contact the Hospital Travel Cost Scheme Helpline on 0845 850 1166, website: www.nhsbsa.nhs.uk.

Please leave plenty of time to find a parking space as the car parks are busy.

Ambulance transport

If you have medical needs that require ambulance transport, you must contact your GP to arrange this for your first visit.

Prescriptions

If you are given a hospital prescription by the doctor this can only be dispensed by the Hospital Pharmacy, which is located on the ground floor of the Manchester Royal Eye Hospital and is open from 9.00 am until 5.00 pm, Monday – Friday. Delays are possible so please be aware of this when planning your journey.

Alcohol/recreational drugs

Alcohol and recreational drugs are not permitted on hospital premises. Patients or visitors who are considered to be intoxicated or in possession of alcohol or recreational drugs will be asked to leave the hospital.

Infection control

Hand washing is the most effective way of stopping the spread of germs and bacteria. Always wash your own hands and insist that others wash theirs to protect you. You should always wash your hands:

After visiting a toilet.
After changing nappies.

You should also use alcohol gel dispensers where available.

Teaching and training

We are involved in teaching medical, nursing and other students and because of this there may be students in the clinic.

Staff will ask you beforehand if you would mind students being present. Although we would appreciate your agreement, we do realise that you may wish to talk with the doctor/nurse privately. We will always respect your wishes and whatever you decide will not affect your treatment in any way.

What will I need to bring?

You will need to bring all medicines, inhalers, creams or other medications that you use in their original packaging (if possible) or any records you may have about your condition.

What facilities are available?

A restaurant and coffee shop are available on the ground floor of the hospital and there is also a shop opposite the out-patient department. Breastfeeding/baby changing facilities are available; please ask staff. A multi-faith prayer room is available on the ground floor and first floor of the hospital site. If you wish to speak to a faith leader, please ask a member of staff.

What will happen when I arrive?

You will need to book in at the reception desk. The receptionist will check that your details are correct. You will be advised where to wait.

We would ask you to be patient as appointments vary. Patients are seen in the order of their appointment time. Sometimes it appears patients are seen ‘out of turn’ but this is normally because they are seeing a different clinician. A member of staff will call your name. You may have your weight, height and blood pressure checked and may need to provide a urine or blood sample. It may be necessary to carry out further tests on the day of the appointment so please allow time for this when planning your visit.

At the end of your visit an appointment sheet will be given to you to hand in at the reception desk. It is important that you do not forget to arrange your next appointment before you leave. If you require an ambulance please let the receptionist know.

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