Appointments & Health records
We provide a support service to all outpatient and inpatient visitors to the Trust. We are responsible for all outpatient clinics, appointment bookings and the quality and availability of your medical record. We also offer a meet and greet service provided by our team of receptionists. Here's more about what we do:
- Appointment Services: Customer Care, negotiation / booking of New and follow up outpatient
- Clinic Administration: Setting up of and changes to clinic templates, capacity monitoring, Validation and Referral Management.
- Reception: Reception duties for all outpatient clinics, booking of follow up appointments, customer
- care and admissions of elective patients.
- Health records: Casenote requests, filing and retrieval of casenotes, Digitising of Records, and Subject Access Requests/access to medical records
Accessing your health records
Where to find us:
Calderdale Royal Hospital (CRH)
Health Records Department
Requests must be made via the Access to Health Records Department.
- The Trust will provide your information within one month (this can be extended dependent on the complexity of the request) from the receipt of your application
- All such requests must be made via the Access to Health Records Department. The request should contain adequate supporting information such as your full name, address, date of birth, NHS number, etc. This is required so we can verify your identity and locate your records. If you wish to do this via a form, you can get the form by clicking here
- Information will be provided free of charge except where requests are unfounded or excessive, in particular repeat requests then the Trust may either charge a reasonable fee or refuse to act on the request.
Please send completed forms to:
Access to Health Records Office
Record Services Department
Calderdale Royal Hospital
To make a request (supporting documentation will be required to verify identity) or ask a question, please telephone 01422 222 065 with your query, or contact us by email at firstname.lastname@example.org
Some of our outpatient appointment letters are being sent digitally to patients, if their mobile phone is registered with us.
We know not everyone will choose this option, so if the digital letter is not accessed within 24 hours, or no mobile number is held, a letter will be automatically sent in the post. The digital letter will also be deleted.
Patients can view all their appointment details on their smartphone or cancel or confirm their appointment in one click. This can also be added directly into the patient’s digital calendar as a further reminder prompt.
How it works
This is highly secure and tested method. Letters are accessed by a unique link and 4-digit PIN.
Patient experience is improved with several features:
- Rather than waiting for letters to arrive, digital delivery is instant and patients can now see and control their appointments at the touch of a button.
- Patients can access their appointment information anytime and anywhere by smartphone. Details can be emailed and printed off too
- Appointments can be cancelled with one click, so more patients are likely to cancel, releasing appointments for other waiting patients
- The appointment can be added directly into the patient’s digital calendar to reduce the risk of forgetting their appointment and keep their treatment on track
- Work out travel plans with a live home to hospital Google map, and real-time travel times
- Add speech, reading and translation options to digital text. The letter can also be read aloud in multiple languages to the patient too!
- Patients less confident with technology or without access, will still receive a letter in the post (letters are also sent if the unique link hasn't been clicked within 48 hours)
We believe this will help support a reduction in non-attendance and wasted appointments; meaning patients can be seen quicker and services run more efficiently.
Q: If someone has my phone can they access my letter?
A: There is an additional level of security in that Date of Birth verification is required to access your appointment letter.
Q: If I delete the text by mistake after I have opened it up how will I remember my appointment date?
A: As well as patient appointment communications, we run an appointment reminder service so patients remember the key details of their upcoming appointment. Once the appointment has been confirmed on a smartphone, it will automatically link to the mobile phone calendar.
Q: Can I opt out of receiving it?
A: Patients can opt out of text messaging at any time by speaking to a member of our Appointment Centre team on 01484 355370.
Q: What happens if my phone isn’t working on the day of my appointment and I can’t access the digital letter?
The same procedure should be followed as if a patient has not brought their physical letter to an appointment. Turn up at the hospital and book in on the self-check machines using your date of birth.
Q: What happens if I cancel my appointment on my phone?
A: Please contact our Appointment Centre team on 01484 355370 to arrange a new appointment.
Q: When will a physical letter be sent out if a patient does not access the digital letter?
A: If you do not access your letter on your mobile phone for whatever reason within 24 hours of receiving your text link, the system sends you a postal letter, which you should expect to receive within two days. The digital letter is also deleted at this point.
Q: Will all outpatient letters be sent digitally?
Some departments organise their own letters, including cardiology, radiology, child health and physiotherapy.
In 2017 we introduced Electronic Patient Records (EPR) in our Trust.
If you have attended hospital since May 2017, you will be able to see your record online through a patient portal called Your EPR. It is a convenient and secure website to help manage your health.
Your EPR lets you view information about your health care:
- See GP copy letters (those written after 4th June 2018)
- Review your recorded allergies
- See future appointments
- See selected data from your hospital records including test results
- View patient education leaflets
How to register for Your EPR (you must do this before you can access the system)
You can register when you attend any Outpatient appointment or if you are admitted to our hospitals as an inpatient. The process is explained below:
- When you attend your appointment we will ask you to sign a registration consent form. This form must be completed before leaving the hospital, or brought back to your next appointment.
- You need to provide us with a personal email address and a memorable date. To help keep your information safe this must not be your own birthday.
- Please remember the date you provide as you will need it to activate your account.
- You will then receive an email invitation (within two working days), from Calderdale & Huddersfield NHS Foundation Trust and Bradford Teaching Hospitals NHS Foundation Trust.
- Follow the instructions in the email to activate your account.
- You can also give consent for others to manage the account, including care givers who help manage the health care of loved ones
Once you've completed the registration process you can access YourEPR anywhere where you have an internet connection.
Is my information secure?
Yes it’s totally secure. The system is compliant with all web security policies and provides you with the ability to securely view your health information. Your EPR is a password protected secure website. All messages are encrypted (put into code) to ensure security. Only people you have authorised and your care provider and our staff can view your information.
How do I access Your EPR?
Once your account is set up, you can access Your EPR from anywhere you have access to the internet.
Can I register online for My EPR?
To help us keep your information safe you must register in person at our hospital. You’ll then receive an email to complete the registration process.
I can’t remember the memorable date I gave you
If you have forgotten your memorable date please email email@example.com
Can I get a copy of my letter another way?
If you don’t have access to the internet you can request a copy of your letter when you attend your appointment. This request will be sent to your consultant’s secretary, who will send it to you.
Note: The letter needs to be typed up and then authorised by a consultant before it can be added to your record. It may take between two to four weeks to appear on YourEPR.
Can I register for Your EPR via my consultant’s secretary?
You must complete the consent process in person at our hospital or at your next visit. Please don’t contact the medical secretaries as they will be unable to help you.
How long will it take before I receive my invitation email to complete the registration process?
Please allow two working days – and don’t forget to check your junk mail. If you have not received a mail within two working days please email firstname.lastname@example.org
How long does it take for copy letters to appear on my record?
The letter needs to be authorised by a consultant before it can be added to your record. It may take between two to four weeks to appear.
Katharine Fletcher, General Manager, Outpatient Services and Records - Tel: 01484 355 445
Joanne Machon, Matron (interim), Outpatient Services – Tel: 07584 506 900
Kimberley Scholes, Operations Manager – Tel: 07824 596 422
Emily Dewey, Appointment Centre Manager (acting) - Tel: 01484 355 549
Jackie Sellars, Health Records Manager – Tel: 01422 224 119