Patient Hub

No, NHS Highland will create the account for you as soon as (whichever is sooner):

• you are a patient of one of our hospitals and have been on one of our waiting lists for a specified number of weeks
• we book an appointment for you

NHS Highland will send you a link by text message and/or email. You can click on that link or use the button on this page to access your account. Once you have used this link you must follow the steps below:

1. If you have trouble accessing the page, please check your internet access and that you are using one of these compatible web browsers:
   • Microsoft Edge
   • Google Chrome
   • Mozilla Firefox
   • Apple Safari
   • Chrome for Android
   • Chrome for iOS
   • Safari for iOS
2. You will be taken to the login page.
3. You’ll be asked to enter either your mobile number or email address, together with your date of birth. Please enter your date of birth in the format DD/MM/YYYY
4. You will then be sent a 6-digit authentication code by text, or by email if we don’t have your mobile number.
5. Enter the 6-digit code. Please be aware the authentication code will expire in 2 minutes and 30 seconds. When the time limit expires a new code is required.

You can use the link in the text message and/or email you received. The link to your account will stay the same, so you can go back to any text message or email. Every time you receive a notification you will get a reminder of the link.

You can also access Patient Hub at any time using this link.

No, there is no need to download anything.

When NHS Highland sends you the first notification you will be sent a link. The Patient Hub is a web page that you can access at any time. For easy future access, you may want to save this link as a favourite. Each time you sign in, you will also be sent a new 6-digit security code.

Yes, Patient Hub is designed with security in mind.

Patient Hub uses two factor authentication. You begin the login process by giving us some personal information known to you: your mobile number or email address, and your date of birth. To complete the log in process, you will be sent a 6-digit security code by text message, or by email. This code can only be used once. The next time you log in, you will get a new 6-digit code.

No, you do not have a username or password.

Please respond to the notification within 48 hours.

If you do not respond you will be sent two reminders, each 48 hours apart.

If you do not respond to any of the text messages and/or emails then you will be sent a letter in the post.

You will receive a notification:

• when you have been on one of NHS Highland’s waiting lists for a specified number of weeks
• when an appointment is booked
• when an appointment is cancelled or rescheduled

You may receive up to three text messages or emails inviting you to login and respond, accept your appointment or read your letter and other information.

If you log in after the initial notification, the system will not send you any further text messages or emails regarding that referral or appointment.

The secure link requires a smart phone, tablet or a computer to access it. If you do not have a smart phone, you can receive the link and authentication code in an email.

If you don’t have a smart phone or computer, don’t worry - we will continue to contact you via telephone or letter.

You can access the link to opt out of future communications on Patient Hub, or contact NHS Highland’s Patient Hub team who can do this for you:

phone 0800 731 1304

If you decide you want to opt back in later, you can call us and a member of our team can do this for you.

Patients are used to using digital portals in their everyday lives. This will allow you to quickly and easily communicate with NHS Highland at a time that is convenient to you.

Waiting lists for appointments continue to grow. The waiting list management system will allow patients the opportunity to digitally contact us and confirm whether they still require an appointment. This will have a number of benefits:

• Reduce waiting lists so that patients who no longer require an appointment are removed from the waiting list, allowing those that do need to be seen to move along their pathway.
• Reduce the number of people who do not attend (DNA) an appointment as they no longer require treatment.
• Free admin time from multiple calls, to make new and more appointments.
• Monitor and update results in real time.
• Provide accurate and real time data around waiting list management.

Once logged in you will be able to see any referrals awaiting a response, by clicking on the referrals tab. For each referral you will be asked to select an option that best describes your situation, for example:

• “I no longer want an appointment”
• “I no longer require an appointment as my condition has improved / resolved”
• “I no longer require an appointment as I have received private treatment for my condition”
• “I still require an appointment but I am unavailable between *patient selects dates*”
• “I still require an appointment”

Patient responses will be automatically uploaded into the online portal in real-time. This will be managed centrally at Raigmore Hospital by a dedicated team. Each response will generate a different action:

• “I no longer want an appointment” or “I no longer require an appointment” - you will be removed from the waiting list and a letter sent to your GP informing them that you have been removed from the waiting list.
• “I still require an appointment but I am unavailable between *patient selects dates*” - you will remain on our waiting list and a period of unavailability will be added to your record. You will receive an appointment offer in due course within the dates that you have told us you are available.
• “I still require this appointment” - no action required. You will remain on our waiting list and you will receive an appointment offer in due course.

Yes, a letter will be sent to your GP informing them that you have been removed from the waiting list.

Yes, once this system has been fully implemented, all appointment letters and other extra information will be sent via Patient Hub. You can read them as often as you like.

Yes, all appointment letters and information will be sent via Patient Hub.