FAQs

I’ve received a text message with a link to the online patient portal, but I can’t login with my details?

If you have followed the link in your text messages and cannot login with your correct details, we probably do not have your most up-to-date details on our system. Please contact us on the contact details listed at the bottom of this page and check we have your most up-to-date:

• Full name
• Date of Birth
• Post code
• Mobile phone number

I’ve logged into the online patient portal, but I can’t see all my appointments?

If your appointment has just been booked please be aware it can take up to 24 hours for your appointment to appear on the online portal.

This service is available for most outpatient clinics across Aintree. There are a few specific appointment types that might not be included in this list. Please contact the Trust using the contact details listed below if you are unsure about your appointment.

I can’t request to change or cancel my appointment by text message or online?

There are several reasons why you may not be able to request to change or cancel your appointment. We’ve listed a few below. 

• It is too close to your appointment
• This service is not available in the specialty where you have your appointment
• If you need transport assistance for your appointment
• If you need a translator for your appointment

In these circumstances please contact the Aintree on the phone number in your text message or on the online patient portal.

I am not receiving text message reminders – should I be?

If we have the most recent mobile number for you then yes, you should be receiving reminders by text message. If you are not receiving text messages, please contact Aintree on the number provided in your appointment letter and check we have your most up-to-date mobile number.

This service is available for most outpatient clinics across Aintree. There are a few specific appointment types that might not be included in this list.

How can I stop receiving text message reminders?

You can also personalise your communication by visiting nhs.my/Aintree and updating your settings.

If you do not have access to the internet, you can reply STOP to any message that you receive, which will end text message reminders.

I accidentally replied stop to a text message and have stopped receiving text message reminders. How do I start receiving these again?

If you have accidentally ended text message reminders by replying STOP, you can receive these reminders again by replying UNSTOP to the last message you received from us.

You can also personalise your communication by visiting nhs.my/Aintree and updating your settings.

I am about to change my mobile number – how can I add my new number to the system?

You can update your contact details at nhs.my/Aintree in the settings menu.

If you cannot get online, please contact Aintree using the contact details listed in the contact section below and check that we have your most up-to-date mobile number.

I have a new mobile number which I am currently using so I cannot receive the One Time Code to log in - how can I update it?

Please contact Aintree using the contact details in the contact section below and give reception your new mobile number.

Does it cost me to reply to the hospital?

Text message replies will be free if you have a text message bundle with your provider otherwise you will be charged at your provider’s standard rate.

You can also request to change and cancel your appointment online for free by following the link in your text messages or using nhs.my/Aintree.

Why do you want my mobile number?

We use your mobile number to send you text message appointment confirmation messages, appointment cancellation messages and reminders about your upcoming appointments. Our trusted partner, DrDoctor, will send a text message with the details of your appointment.

We also use your mobile number as part of our secure log in for the online patient portal.

What is on the website link at the end of my text?

The website link will lead you to the online patient portal.

You can also log online by going to nhs.my/Aintree.

Once online you will be able to request to change and cancel your appointments, access maps, and read important clinic information.

How is my data handled?

To enable us to deliver this service, DrDoctor will have access to your contact information but not to detailed information about your health.

DrDoctor is accredited to the highest standards set by the NHS for protecting the healthcare information of UK citizens. For more information, see the https://my.drdoctor.co.uk/privacy.

Patient Access Contact Details

To check your contact details are up to date, or if you have any questions, please phone the specialty where you have your appointment: