Letters from NHS Lothian sent electronically
We’re moving over to sending letters electronically meaning you can view your administration letters on your mobile phone, tablet or computer.
Across NHS Lothian we send a high volume of letters by post each month. To help us reach patients quicker, reduce costs and reduce the environmental impact, we are moving to sending our administration letters electronically where possible. By administration letters, we mean letters such as Outpatient appointment letters, Cancellation letters, Add to Waiting List or Re-scheduled appointments etc.
If you have a mobile phone then you don’t need to wait for your administration letter to arrive in the post anymore as you will receive notification to view your letter at the click of a button via our online portal.
Don’t worry about missing a letter as if you don’t open the electronic letter- within 48 hours a hard copy paper version will be sent to you by post. If you don’t have a mobile phone, or you’ve not given us your mobile number, you will continue to receive paper letters in the post.
Benefits
With electronic letters you can:
- Change the text size of your letter, zoom in or out
- Have the letter read out to you
- Change the letter to another language
- Download the letter to your device (phone, tablet, laptop, computer), securely email it to yourself or someone else or print it if desired
- Automatically add the date of your appointment/admission to your phone’s calendar at the click of a button
- Save the printing and postage costs for NHS Lothian, which is also better for the environment as well
Rollout plan
Go Live date: April 2024 for first phase of letters with all patient administration letters due to be available by March 2025.
Later phases will include Outpatient, Inpatient and Radiology patient administration letters.
If you change your mobile phone number, please make sure you let us know so that we can continue to send text notifications to you.
Watch this video to see how it works in detail:
What happens when you receive the text message?
- You will receive a text message to your mobile phone with an invitation to view your letter – it will come from ‘NHS Lothian ‘ and say ‘
This is an important digital letter from NHS Lothian with information about your care. Please log in to the following link with PIN xxxx and your Date of Birth on your smartphone, tablet, laptop or PC. Thank you [——–PortalLink——–] - When you enter the Patient Portal, put in your date of birth and unique four-digit PIN from the text message. This will take you to your letter.
- You can download the letter and/or add the appointment/admission to your own calendar. It’s quick, easy, safe and secure and should the digital letter not be opened within 48 hours the system will automatically print and post a copy out to your address.
Instructions for downloading/emailing/printing from the patient portal
Downloading
How to download a copy of your digital letter
Download the digital letter by clicking the “Download” button at the bottom left of the screen
Printing
How to print a copy of your digital letter
Select the “More” button at the bottom right of the screen
On the next page select the “Print Letter” option
On the next page select your home printer
How to securely email a copy of your digital letter
Select the “More” button at the bottom right of the screen
On the next page select the “Email Letter” option
Enter the email you want to send a copy of your letter to. You’ll then be asked to create a password which will be needed to open the letter.
Frequently asked questions
What happens if I don’t receive or respond to the message sent to my phone?
If you don’t access your letter within 48 hours of receiving the text message the system will automatically generate a paper letter which will be sent to you in the post. You’ll also automatically receive a paper letter after three unsuccessful login attempts to the portal. If you need help with any technical issues on the portal, please email patientletters.support@nhs.scot
What if I don’t have a smart phone?
You will still receive a text message but won’t be able to access the portal link from your phone. You can still open the link on any other device with an internet browser (table, laptop, computer). Don’t worry though, a hard copy of the letter will automatically be sent to your home address if you do not login as described above.
How do I opt in to receive digital letters?
If we have your mobile number you are automatically opted in to receive digital letters. If your details have changed please call the number on your letter with your full name, date-of-birth and postcode or your CHI number if you know it so we can update your records.
If I delete the text by mistake after I have opened it up, how will I remember my appointment/admission date?
There is an option to add the appointment/admission to your phone calendar when you open the digital letter.
We will also continue to send our appointment/admission reminder text messages 3 days ahead of your appointment/admission.
Can I opt out of digital letters?
If you don’t want to receive appointment/admission information via text messages, contact the number on your letter with your full name, date-of-birth and postcode or your CHI number if you know it.
How can I convert my digital letter to multiple languages or change the size of the text?
You can view accessibility functionality in the top right-hand corner of the page. Features include translating your administration letter to a chosen language, creating an MP3 file, text highlighting tool, and text magnifier to allow increased text size.
If someone has my phone can they access my letter?
The system is secure – you need to put your date of birth and the pin from the text message in to be able to access your administration letter.
I am a carer and usually deal with my loved ones letters – can my number be added on to receive the letters as well
We can only send digital letters to one mobile number per patient. If you wish to change the number to yours we can do that (with consent from the patient) but please bear in mind that this will change the contact number held on the hospital system Please speak to the relevant speciality admin team. Alternatively, the patient could opt out of receiving digital letters and continue to receive a letter in the post.
How do I know the message is genuine and from you?
The patient notification message will come from ‘NHS Lothian’ rather than a number. You will be asked to use your date of birth and the PIN we have sent you. We would not ask you for any other personal details. Should the digital letter not be opened within 48 hours the system will automatically print and post a copy out to your address.
How do I get a print out of my letter?
Whilst the benefits of digital letters include saving on postage and paper, we understand that sometimes you may need a physical copy of your letter. You can download the letter to any device and print or if you don’t have a printer but know someone who has you can securely email a copy of the letter from the portal.
