Healthcare Communications: Text messages and letters from the Health Board

Aneurin Bevan University Health Board have commissioned ‘Healthcare Communications’ to provide patient communications, replacing previous provider ‘DrDoctor’.

You will receive appointment reminders and have the option to receive letters digitally through a patient portal in the future

You will receive text messages from: ‘ABUHB NHS’ in Welsh and English. You can also let us know your preferred language to receive future correspondence in either English or Welsh.

What can I expect?

Appointment Reminders: never miss another appointment

When your appointment is scheduled, you will receive a text message confirming your appointment date, time and location. Prior to your appointment you will receive a reminder text message.

Through the text message, you can conveniently manage your appointment. You can confirm your attendance, cancel or reschedule appointments, by responding to the text message.

If you do not have a mobile phone, you will receive confirmation of your appointment and appointment reminders through an automated telephone call direct to your landline telephone where you will also have the option to confirm your attendance, cancel or reschedule the appointment.

To reply to the message, you must respond with the 4 digit code next to the options. For example, the 4 digit code next to CONFIRM the appointment is ‘2751’, so you would respond to the message with ‘Confirm 2751’.

To assist the Health Board in utilising appointments effectively, please notify us promptly if you are unable to attend. This enables us to reschedule for a more suitable time and offer the appointment to someone else.

If you do not wish to be contacted via text message, you can continue to be sent appointment information via letter only. You can opt out of the text reminder system by letting our booking teams know when they are arranging your appointment.

How do I know the message I received is from the NHS?

You will receive text messages from: ‘ABUHB NHS’ or a mobile number with your appointment details. All messages will contain ‘Aneurin Bevan University Health Board’ or ‘ABUHB’.

The NHS would never require payment or ask you to provide personal details by responding to a text.

If you receive a message you are concerned about, do not reply or click on any links. If you need to check about an appointment, you should contact the telephone number on your appointment letter. The message you receive, will ask you to respond to confirm, rebook or schedule your appointment.

We would like to reassure you that your personal information is processed securely and WILL NOT be used for marketing purposes.

The Your Information, Your Rights leaflet explains why information is collected by NHS Wales and how it may be used.

Patient Letters

For the time being, you will continue to receive your letters in the same method – however, later this year you will be given the option to receive letters digitally, if you choose to do so

When you receive the text message with your appointment letter, you will have the opportunity to register for the Patient Portal’.

You can also indicate your preference for digital letters by contacting our booking team (contact details will be provided on your letter), or informing reception upon arrival for your appointment.

If you choose to receive letters digitally, you will receive your letter by text message with a secure link to the Patient Portal.

Digital letters will reach you quicker and will reduce our environmental impact by reducing paper and transportation emissions associated with traditional mail delivery.

Individuals with visual and cognitive impairments can effortlessly access and understand digital letters with the option of changing font size, colour displays and language preferences that suit your needs.

What will be the benefits if I use the Patient Portal?

By using the Patient Portal, you will be able to access all of your correspondence through one central, secure hub.

You will be able to access all of your appointment information from the palm of your hand, anytime and anywhere!
You can easily confirm your appointment, reschedule or cancel with one tap on the button.

You can add your appointment direct to your digital calendar.

The Patient Portal can be accessed from a Smartphone, tablet or desktop.

The Patient Portal will be available to you soon, we will let you know when you can register.

What do I need to do?

Please ensure we have your up-to-date mobile number and email address on our records so that we can contact you. These can also be updated at the reception desk when you arrive for your appointment.

You can also contact the Referral & Booking Centre who can update your details over the phone on 01495 765055.