What to expect when booking an appointment

Information about booking your appointment through Dr Doctor your online patient portal

If you’ve received a text message linking to this page, you're on a waiting list for an appointment with one of our clinical services.

We’ve introduced a new process that lets you choose a date and time that works for you. Here's how it works:

Quick overview

You’ll be asked if you still need your appointment
You’ll get a text or phone call to book
You’ll have 72 hours to book online
If you don’t book online, we’ll call or write to you
You’ll receive an appointment letter once it’s confirmed
Don’t worry if you don’t use digital tools – we’ll offer alternatives

You may receive messages from:

NHS NO REPLY
07860 039 092 (DrDoctor)

Please don’t call these numbers.

Step 1: Get ready for your appointment

Visit our outpatient services page to find helpful information, including accessibility support.

Make sure your contact details are correct. You can do this via the NHS App or contact your GP.

You can also access your records and test results through:

The NHS App
Care Information Exchange

Step 2: We'll check if you still need the appointment

If you're waiting more than 12 weeks, we’ll contact you to ask if you still need it.

You can reply:

Yes – we’ll keep you on the list
No – the clinical team will review and may discharge you to your GP
Not sure – the team will review your case or contact you

If you don’t respond, you’ll stay on the waiting list.

Step 3: Booking your appointment

6–8 weeks before your appointment is due, we’ll contact you in one of two ways:

Option A – text message

We’ll send a link to our secure online patient portal. This is called DrDoctor. You’ll be asked for your date of birth and other details to book.

You’ll have 72 hours to book online.

If you don’t book in time, don’t worry – we’ll call you.

Option B – automated phone call

You’ll be asked to press 1 to speak to a member of staff and book directly.

If we can’t reach you:

We’ll send a follow-up text asking you to call us on 020 3311 4666 (Mon–Fri, 8am – 6:30pm)
If we don’t have your number, we’ll send a letter with booking instructions

Step 4: Your appointment letter

Once booked, we’ll send a confirmation letter with everything you need to know.

Tip: You can receive letters and reminders faster through the NHS App by turning on push notifications.

Learn how to turn on notifications

If we don't hear from you

If you don’t book or get in touch, we’ll:

Refer your case back to the clinical team
Send a second letter asking if you still need the appointment

They will either:

Confirm you still need it – we’ll book for you and contact you
Decide it’s no longer needed – you’ll be discharged to your GP

Haven't heard from us?

If you're expecting an appointment and haven’t heard from us, call our Patient Service Centre: 020 3311 4666 (Mon–Fri, 8am – 6:30pm)

More information

Reminders

You’ll receive automatic reminders 7 and 3 days before your appointment.

Cancelling or changing your appointment

You can:

Use the online portal (you can only do this once)
Or call us on 020 3311 4666

If you cancel multiple times or miss your appointment without telling us, you may be removed from the waiting list.

Message senders