What is Patient Hub?

Patient Hub is our new secure online portal, which allows you to see information on your upcoming and past appointments, and update us on whether forthcoming appointments are still required, without the need to pick up the phone and wait for your call to be answered. 

You’ll be prompted, via text message or email, to access Patient Hub. You can do this using key details, such as your phone number, email address and date of birth; a unique six-digit code will then be sent to you, to ensure your information is protected. 

From January 2023 – Referral waiting list validation

Our first phase with Patient Hub will be checking in with some of our patients who’ve been waiting the longest for an appointment. 

We are aware that the impact of the COVID-19 pandemic has meant that many of our patients are still waiting longer than we would like for an appointment with us. We also know that during these waits, symptoms could either resolve or you may have chosen to be treated elsewhere. 

We are therefore contacting some patients to check that they still need their appointment. This process helps us to reduce delays for all of our patients by ensuring we are only offering appointments to patients who need them.  

From July 2023 – Digital appointment information and letters

Our second phase includes appointment letters being sent digitally, and will allow you to confirm, rebook or cancel hospital appointments within Patient Hub. In addition, Patient Hub will allow you to access important information, such as the times and dates of your upcoming and past appointments with us, links for video appointments, and helpful information, such as maps of our hospitals and units. 

If you receive an email or text notification from Patient Hub, please login as soon as possible (within 24 hours) to avoid getting further notifications. Then just follow the instructions on the screen and answer the questions. 

Don’t worry – if we don’t receive a response from you, we will simply assume that you would still like to go ahead with your appointments. 

Coming Soon – Digital appointment information and letters in the NHS App 

In the next few months, we will begin sending your hospital appointments to the NHS App. This will give you all of the same information and control that Patient Hub offers, alongside the other fantastic features already present in the NHS App, such as your GP appointments and prescriptions, giving you one convenient place to access your healthcare. 

How do I access Patient Hub?

You can log in to Patient Hub any time you need to by visiting the Patient Hub link.

At first, you are likely to access Patient Hub following a prompt from us, asking you to do so. In the Patient Hub first phase, this will be us asking you to confirm if you still want to go ahead with your appointment.

Step 1

You will receive a text message and/or email letting you know that you have a new notification concerning an outstanding referral.  This message will contain a link to use to log in to Patient Hub.

This is a screenshot of a black graphical user interface with white text. It shows an example of the text message you will receive, with the link to log in to Patient Hub. The background is completely black, and the foreground consists of various pieces of white text. The font used throughout this image appears to be Arial or Calibri. Overall, this image conveys a sense of simplicity and minimalism. The text reads: You have a new notification concerning an outstanding referral, please click this secure link: https;// somersetft/ patientb.ubflogin to get started. If asked to provide a User Verification Code when logging in, enter ZVG (please note this is an example) Regards, Test Somerset NHS Foundation Trust.

Step 2

You will be asked to provide your mobile number and the Date of Birth for the patient. This will be your own Date of Birth, unless you are receiving this on behalf of someone you are parent/carer for who would have been named in the text message in Step 1.

this image is a screenshot of the Patient Hub login page. The background is white and the text on the page is black. At the top of the page, there is a TXT label “Sign in with mobile” followed by “You will have received an SMS asking you to log in to Patient Hub. Please enter…”. There are two input fields below labelled “The mobile phone number we contacted you on” and “AND the Patient’s date of birth (dd/mm/yyyy) with a free text box underneath "Mobile Number" and "Date of birth”. To the right of each field there is an icon depicting a mobile phone and calendar silhouette to indicate what type of information should be entered into each field. Below these fields, there is a green colour button with a white arrow pointing to the right white font text that reads "Next". Underneath, there is a grey button, which reads "Sign in with email". The font used throughout this form appears to be Arial or Calibri and relatively thin. It has rounded edges which give it a modern look. The size of each letter varies slightly depending on where it's located within each word or phrase but overall they appear to be consistent across all words/phrases on this page. Overall, this image shows what signing into an application looks like from a user's perspective.

Step 3

You will receive a 6-digit code to the mobile number or email address you are logging in with, which you will need to enter before clicking Login.

This image is a screenshot of a login screen. It features a white background with text in the centre that reads "Security code". The text is black and likely written in Arial or Calibri. There is a one input field below the text for entering the six-digit security code. The field has a label text that reads “Enter the six-digit code sent by SMS to your phone number ending 981.” Below the input field there is a green colour button with a white arrow pointing to the right white font text that reads "Login”, which will allow users to access their account once they enter their credentials correctly.

Responding to referral messages

Step 1

You will enter the Patient Hub home page, so you will need to click on the Referrals button.

This image is a screenshot of a phone with an electric blue graphical user interface, application and NHS Somerset NHS Foundation Trust logo. The background of the image is white while the foreground consists of various shades of blue. In the top left, there is a large black text that reads "Welcome". Underneath there is another rectangular TAB named “Referrals” with red and white elements inside it. TO the right there is another rectangular TAB named Appointments. Underneath there are two TAB’s labelled Letter and Messages. All four boxes are various shades of blue and have rounded corners which give them a modern look. The font used for all the texts in this image appears to be Arial or Calibri, giving it an eye-catching appearance. The overall design looks professional yet simple.

Step 2

You will see the specialty/specialties which we believe you are awaiting an appointment with listed.  You can respond for each of them, by clicking the respond button.

This image is a screenshot of a Referral view within Patient Hub. It features a blue rectangle with white text on top and white and blue NHS logo. The main text reads "Referrals" with two smaller labels named “To do” and “History “. Underneath there’s a white background with black text reading: “Please provide a response for the following referrals. Referral for Occupational Therapy appointment at Musgrove Park Hospital”. Below the text there is a green colour button with a white text that reads "Respond”, which will allow users to Respond. Overall, this image conveys information about how users can view their referrals and associated information via the platform using this application’s interface. The text likely written in Arial or Calibri.

Step 3

You will then be presented with a choice of 5 responses.  Select the one which best fits for you; if you are unsure why you have been contacted or which appointment we are asking about, please select the “None of the above apply” option.

This image is a screenshot of a 'Referrals' TAB, captured from a mobile device, predominantly featuring a grey coloured text menus displayed against a white background. The text is an interactive list, includes options such as 'To do', and 'History'. The list continues with more detailed text, presenting potential reasons for cancelling an appointment such as 'I have got better and no longer need the appointment' and 'I have had the appointment elsewhere and no longer need to be seen'. Additional options include 'I have changed my mind and no longer wish to be seen' and 'I would like to go ahead with the appointment and remain on the waiting list'. The final option is 'None of the above apply'. The text is presented in a clean, simple font likely Arial or Calibri. The overall colour scheme of the image is dominated by white and blue.

Step 4

To ensure we receive your instructions, please click on the Confirm button once you are happy that the response shown on your screen is as you intended.

Additional Captions: A blue rectangle with black lines. A white background with black text. OCR: Referrals To do History I would like to go ahead with the appointment and remain on the waiting list. Thank you for your response, you remain on our waiting list and we will be in touch when we are ready to book your next appointment.

 

Responding to appointment messages

Step 1

You will enter the Patient Hub home page, so you will need to click on the Appointments button.

This image is a screenshot of a mobile phone displaying a WEB based application interface, from the NHS Somerset Foundation Trust. Dominated by a combination of blue and white colours, the interface contains several text elements, including "Welcome", "Referrals", "Appointments", "Letters", and "Messages". The layout suggests a well-structured and organized design, making it user-friendly for easy navigation. The text appears in a clear, readable font, and the background alternates between blue and white, creating a pleasant contrast. The text within the interface appears to be of a standard, and is presented in a clean, simple font likely Arial or Calibri. The image overall gives the impression of a professional healthcare application, designed with user experience in mind. Additional Captions: A blue rectangular object with white text. A screenshot of a blue and white box. A blue card with white text. A blue rectangle with white text. A blue and white square with a red line and a white text. A blue and red card with white text. A blue and white rectangular box.

Step 2

You will first be shown any “New” appointments which you have not yet responded to, and will see the date, time, specialty, and location of those appointments. 

You then have 3 choices: 

  • Accept (Green box)
  • Rebook (Amber box)
  • Cancel (Red box)

This image is a screenshot of a mobile application interface, from the NHS Somerset Foundation Trust. Dominated by a combination of blue and white colours, the interface contains several text elements, including "Welcome", "Referrals", "Appointments", "Letters", and "Messages". The layout suggests a well-structured and organized design, making it user-friendly for easy navigation. The text appears in a clear, readable font, and the background alternates between blue and white, creating a pleasant contrast. The text within the interface appears to be of a standard, and is presented in a clean, simple font likely Arial or Calibri. The image overall gives the impression of a professional healthcare application, designed with user experience in mind. The image overall gives the impression of a professional healthcare application, designed with user experience in mind. Additional Captions: A blue background with white text.

Accept Step 1 (Green box)

You will then be taken to your list of upcoming appointments.  It is important to click “View” for all upcoming appointments, to see more details and your appointment letter. 

This is a screenshot of a mobile phone, displaying Patient Hub, a WEB based application, specifically the Appointments section. It appears to be an appointment booking interface, displaying various categories such as 'New,' 'Attending,' and 'History.' The 'Attending' section highlights that these appointments are ones the user has confirmed attendance for. There's a specific appointment scheduled for Wednesday, 12th July 2023 at 9:40, under the category 'Endocrinology' at North General Outpatients. The interface also provides options to 'View,' 'Rebook,' or 'Cancel' the appointment. The colour scheme of the application primarily consists of a blue background with white text, providing high contrast and readability. The text within the interface appears to be of a standard, and is presented in a clean, simple font likely Arial or Calibri.

Accept Step 2

 When you view an appointment in Patient Hub, you will see some helpful information and features, but perhaps most importantly you will see your appointment letter.

This image is a screenshot of a mobile phone displaying a medical appointment reminder of a Patient Hub, a WEB based application with menu options such as "Appointments", "New", "Attending", and "History" visible at the top. The reminder informs a patient named Ph Lima about an upcoming Endocrinology appointment on Wednesday, 12th July 2023, at 09:40, asking them to come to the North Reception General Outpatients Department. The patient is also urged to read a letter, seemingly attached as a pdf file named "b6.pdf". There's a prompt suggesting that the patient can add this appointment to their calendar by clicking on the 'Download' button. The dominant colours in the image are white and blue, suggesting a clean, professional design for the app. The text within the interface appears to be of a standard, and is presented in a clean, simple font likely Arial or Calibri.

Rebook (Amber box)

If you wish to rebook your appointment, you can let us know in Patient Hub, and we will call you back to discuss this with you as soon as we are able. 

The image is a screenshot of a mobile phone interface, from an appointment managing application called Patient Hub. The screen displays a dialog box with the message "Confirm. We will attempt to call you back within 2 working days. Are you sure you want to continue?" with options to proceed or cancel. Below this dialog box, there is more text, suggesting that these are appointments the user has indicated they will be attending. An appointment is scheduled for Tuesday, 20th of June, 2023, at 10:20 for Endocrinology in North General Outpatients. There are also options to rebook or cancel this appointment. The dominant colours in the image are grey and white, which are typical for many mobile interfaces. It is an important screenshot, intended to confirm the details of a medical appointment and to illustrate the functionality of the app. The text within the interface appears to be of a standard, and is presented in a clean, simple font likely Arial or Calibri.

Cancel (red box)

If you wish to cancel your appointment, you can let us know in Patient Hub, and we will call you back to discuss this with you as soon as we are able. 

This image depicts a screenshot from Patient Hub, a WEB based application. The interface contains several lines of text, appearing to be a sort of confirmation message, informing the user that a call back attempt will be made within two working days. The user is asked if they are sure they want to continue with this action. Additionally, there is a mention of appointments the user has committed to attending. One of these appointments is dated Tuesday, 20th June 2023, at 10:20 am, is labelled as Endocrinology, and is set to take place at the North General Outpatients. There are options to rebook or cancel this appointment. The dominant colours in the image are grey and white. The text within the interface appears to be of a standard, and is presented in a clean, simple font likely Arial or Calibri.