Outpatient Appointments During Industrial Action
Please be aware that your appointments may be subject to change during the period of Industrial Action - 24th February to 28th February.
Ashford and St Peter’s Hospitals NHS Foundation Trust and Royal Surrey NHS Foundation Trust have jointly launched a new secure patient information portal called MyCare. This is linked to our joint electronic patient record system.
MyCare is a secure online platform that enables users to view their hospital appointments and other information from their hospital record, in a similar way to the NHS app and many of the online services offered by GP surgeries.
You can access MyCare from your computer, tablet, or smartphone.
Over time we plan to grow the functionality of MyCare with the possibility of being able to rearrange appointments online, view test results, contact your clinical teams and reduce the necessity for paper letters and documents.
The benefits of using MyCare include instant access to your information and reduced reliance on paper letters which are easily mislaid. It will also help us to become more environmentally friendly and reduce printing and postage costs, saving the two Trusts a significant amount of money that can be invested in clinical services.
Frequently Asked Questions
Below are answers to some common questions about MyCare. If your question is not answered on this page, take a look through our extended guidance on topics including appointment letters and accessibility.
▶ What can I do on MyCare?
Once registered, you will be able to:
- View your outpatient appointments and appointment letters.
- View your recorded health information, such as key metrics and allergies.
- Receive and store copies of letters from the hospital about your care, such as clinic letters and discharge letters.
Please note, not all types of appointments and letters are available on MyCare. But, as we continue to develop the portal, more appointments will be available and new features will be introduced.
▶ How do I register?
When you are scheduled a new outpatient appointment, we will automatically send you a text message, from the sender ID NHSMYCARE, inviting you to join the MyCare patient portal, please click on the secure link and follow the instructions as prompted.
You will also receive an invite to register if you attend one of our emergency department services, are admitted to hospital or are added to a waiting list.
The patient portal is only available to patients 16 years and older who have an NHS Number and a UK mobile number registered on the hospital record. During registration, you will need to enter a personal email address and have to hand the UK mobile number that is registered on your hospital record in order to receive a five-digit verification code.
If you have an upcoming appointment but have not received an SMS text invitation to register, you can register through the MyCare website. You will need your NHS number to complete your registration in this way.
▶ Can I choose to opt out?
Joining MyCare is optional and if you do not sign up, we will continue to communicate with you by post and phone.
However, you will miss the opportunity to have your outpatient appointments, letters, and your hospital health records accessible to you online.
If you choose not to register now, you can change your mind at any time when you have an upcoming outpatient appointment with us.
▶ How do I opt out?
If you do not wish to register and do not want to receive further invitations to join, you can send the text message PORTAL HTLD STOP to 62277.
If you have already registered, but no longer wish to use MyCare, you can use the Delete my account option in the My Details section of the portal. You will need to be logged in to MyCare to access this link. If you delete your account, you will not be sent any further invites to register.
If you are unable to action either of the above, you can contact our Patient Advice and Liaison Service (PALS) who will be able to request this for you.
If you change your mind, you can re-register at through MyCare website, you will need your NHS number to do this.
If you requested to opt-out through PALS, you will not be able re-register online, you will need to contact PALS to request to reverse your decision.
▶ Will I see all my hospital appointments on MyCare?
Not all types of appointments are available on MyCare , as we continue to develop the portal, more appointments will be available online.
Most notably appointments for Neurophysiology, Cardio physiology, Clinical Measurements, Imaging and Intervention Radiology are not currently included.
Historic appointments will display from 29th January 2024, appointments before this date will not show.
▶ How do I reschedule or cancel my appointment?
Unfortunately online reschedules and cancellations are not currently available, although we plan to introduce this in the future.
If you need to make a change to your appointment, please refer to the contact information within your appointment letter, if this is not available, please contact the department / service you are under using this link.
▶ Do I need to confirm my attendance for my appointment?
When you view your appointment, you will see an option to Confirm Attendance. If you select this it will feed through to your hospital patient record and will help our teams to know to expect you.
Even if you do not use this option, we will still be expecting you to attend. When you attend for your appointment, you should follow the instructions within your letter to confirm your arrival.
If you need to cancel or change your appointment, please refer to your appointment letter for details on how to contact us to do this.
▶ Got a problem with the portal?
If you experience a technical issue using MyCare, please refer to the Help Centre available at the MyCare login page and within MyCare itself.
For any questions or issues related to your clinical care, please contact your care team using the contact details on your appointment letter, if this is not available, please contact the department / service you are under using this link
Pre-operative assessment (POA) health triage questionnaire
The pre-operative assessment (POA) health triage questionnaire will be sent to you if you are eligible and have been advised you need to have an operation by their hospital clinician.
Your responses will help the POA team book you into the right type of pre-assessment appointment based on your current health status and needs.
▶ About the POA health triage questionnaire?
The questionnaire has been designed by our expert team of clinicians and with patient feedback.
You will be asked a series of questions about your current health conditions and some social questions.
Please answer these as fully and honestly as possible so we can book you into the correct type of pre-assessment appointment.
▶ Eligibility for the questionnaire?
The questionnaire will only be sent to patients who are suitable to receive it. Patients who may not require a general anaesthetic, or who require urgent treatment, will not receive it.
▶ What to expect?
If you are eligible, you will receive an email inviting you to complete the questionnaire via the MyCare patient portal. It should only take between five to 10 minutes to complete.
If you are already registered on MyCare, click the link in the email message and this will take you to the POA questionnaire.
If you are not yet registered, you will be asked to sign up first through the MyCare website, you will need your NHS number and access to the UK mobile number that is registered on your hospital record in order to receive a five-digit verification code .
Once registered, you will be redirected to the questionnaire, or you can access the questionnaire by going to the ‘questionnaires’ section of MyCare.
You do not have to answer all the questions in one go, as your changes will be saved at the end of each section. You can return to the questionnaire in the ‘questionnaires’ section of MyCare. Please remember to submit your questionnaire once you have completed it.
Once submitted, the questionnaire will appear in ‘completed questionnaires’.
▶ What happens if I do not complete the questionnaire?
Please do not worry if you do not complete the questionnaire. You will still receive an appointment for your pre-operative assessment. This will most likely be a telephone appointment in the first instance, but you may also be required to attend the hospital if you need to be seen face to face.
If you have any technical issues accessing or completing the questionnaire, please refer to the support article in the MyCare help centre. Please note, we cannot provide medical assistance or answer any questions about your condition via this form, it is for technical issues only. If you have non-technical queries, please contact the team providing your care.
▶ Where can I find surveys I previously completed or still need to complete?
Surveys you have either already completed, or still need to complete, can be found under Questionnaires on the homepage of MyCare, or from the Menu at the top right of the page.