Large print appointment letters now available at QA Hospital

Some patients have told us that they are not able to access digital appointment communications for hospital appointments.

For people who don't have a smartphone, people with visual or other communication support needs, they need to receive information that is more accessible, and they haven’t been able to get it.

Portsmouth Hospitals University NHS Trust (PHUT) needs to respond to them as a reasonable adjustment under the Equality Act.

Following patients' requests, we have suggested that the Portsmouth Hospitals University NHS Trust (PHUT) provide patients with access to large print appointment letters.

PHUT has confirmed with us that after recent staff training, patients from the QA Hospital departments listed below are now able to request and expect large print appointment letters.

QA Hospital Departments

Haematology and Oncology Day unit – B level

Fracture Clinic – C level

E Level admin staff for -  Colorectal/ Bariatric/ UGI/ Vascular/ General Surgery

Orthopaedic suite – F level

Breast Services – D Level

Respiratory Outpatients – C Level

Audiology – D Level

Ophthalmology - B level

How does QA Hospital appointment messaging work

PHUT uses digital appointment communications as the default option for hospital appointments. However, now patients can choose to receive appointment information by post instead.

How to opt out of digital appointment communications

1. Informing the hospital of your preference when booking or attending an appointment.

2. When appointments are booked, these are communicated to the patient, they will receive a digital letter which gives patient the opportunity to opt out.

   
   

3. Services and the Eye Unit can do this if a patient requests it. If a patient doesn't want their mobile number as the primary contact, put the letter "n" in front of the number on the system — this stops the patient from receiving a text.

What else you need to know

1. It should also be checked when patients attend for appointments to ensure preference has not changed. For patients who wish to be excluded, the hospital teams note this on the patients file.

2. If a text message is opened by patients within 72 hours, a letter will not be automatically sent. 

3. If patients request a physical appointment letter, it should be sent.

4. Administration booking teams work to a standing operating procedure (SOP) for digital letters, and the Outpatient Booking Centre (OBC) have it written in their daily process.

If you have any questions, please feel free to email us at info@healthwatchportsmouth.co.uk