We use a secure chat bot service (known as a Virtual Assistant) that integrates with our core clinical system (RiO).
Through the Virtual Assistant, you will be able to view your upcoming appointments and request cancellations securely to allow your clinicians to reutilise your slot and to contact you to arrange a follow up.
Not all services are enabled to use the Virtual Assistant, therefore please follow the guidance on your appointment letter / correspondence.
To activate the Virtual Assistant, click or tap the button labelled "Chat" in the bottom-right of this page, then type in what you would like to do.
Your NHS Number should be located on your appointment letter. You can also authenticate using your surname, postcode and date of birth.
Alternatively, you can still contact your service on the telephone number provided on your appointment letter.
Further help on finding your NHS Number can be found on the NHS website.
You can talk to the Virtual Assistant using natural language. Instead of saying "appointments", try saying "I'd like to view my appointments". These requests are handled better by the Virtual Assistant as the context is more easily determined.
In the event that you are unable to authenticate to use the Virtual Assistant, you can still contact your service on the telephone number provided on your appointment letter.
This occurs when attempting to authenticate without your NHS Number. Whilst it is possible for most people, there are occasions where your surname, postcode and date of birth are not sufficient to uniquely identify you (e.g. twins).
If you wish to use the Virtual Assistant, please locate your unique NHS Number and use it to authenticate. Alternatively, you can still contact your service on the telephone number provided on your appointment letter.
The ideal details needed to authenticate are:
If you don't have your NHS Number, you will need the following to authenticate:
To confirm your identity, a PIN is sent to the mobile number on your patient record. If this is incorrect, you will need to raise this with your clinician during your appointment so your mobile number can be updated in the system.