Before contacting the contact centre, you may be able to view your appointment details and related information using the NHS App.
The NHS App allows you to:
View your upcoming hospital and GP appointments
Access hospital letters and appointment documents
Complete digital questionnaires
Receive notifications about changes to your care
The NHS App is secure and available 24 hours a day.
Cancelling or changing your appointment
At Moorfields we have partnered with DrDoctor to enhance how we connect and communicate with our patients, an innovative platform designed to enhance how we connect and communicate with our patients. This partnership reflects our commitment to improving patient experience and streamlining care pathways.
The DrDoctor Patient Portal is a secure and convenient digital solution designed to enhance your experience as a patient.
Through DrDoctor, you can manage your appointments and access important information about your care.
Important information about cancelling or rescheduling your appointment
If you cancel your appointment on DrDoctor then you will be discharged from Moorfields. If you want to be seen by us in the future, then you will need a new referral from your GP or optician.
If you would like to continue your eye care with Moorfields, but need to change your appointment, please choose to reschedule your appointment on DrDoctor instead of cancelling.
If your appointment is within two working days and you need to urgently cancel or reschedule your appointment please Contact Us.
Confirming your appointment
Your appointment letter is your confirmation. There is no need to call us to confirm you are attending your appointment. If you have received a letter, we are expecting you on the date, time and location shown.
Frequently Asked Questions (FAQs) about appointments and reminders
What can I do on the DrDoctor portal?
If you have a scheduled appointment the DrDoctor portal allows you to:
Request to cancel or reschedule your outpatient appointments
View the location of your appointment
View your appointment letters and your outcome letters digitally
Receive appointment reminders
How do I set up DrDoctor?
Make sure that we have your correct mobile number and email address so that we can contact you.
If your mobile number or email address needs to be updated please Contact Us
Why can’t I log into DrDoctor?
If you are sure we have your correct mobile number and email address and you are having technical issues or unable to log in to DrDoctor please visit the DrDoctor Support Helpdesk
How do I know if my cancelling or rescheduling request has been actioned?
After you submit a cancelling or rescheduling request through the DrDoctor patient portal or via SMS, your request will be sent our admin team. Our admin team will review your request within two working days.
Once your request has been actioned you will receive an appointment cancellation or appointment rescheduled letter. Our admin team may need to call you to reschedule your appointment.
Can I reschedule any type of appointment?
Most appointments can be rescheduled through the DrDoctor patient portal. Some clinics have opted not to enable DrDoctor. This may be because the clinic runs infrequently or the appointments that run in these clinics are clinically urgent.
If you need to cancel or change your appointment and are unable to do this through the DrDoctor patient portal please Contact Us
Why can’t I reschedule my appointment?
We understand that you may sometimes need to change your appointment. If you cannot attend, please let us know as soon as possible so that we can offer the appointment to another patient.
Under Moorfields’ Patient Access Policy, patients with a routine outpatient or diagnostic appointment may normally cancel and rearrange their appointment once.
If you need to cancel and reschedule a second appointment, please Contact Us. If you request to reschedule a second appointment, your clinician will review your care and decide whether it is appropriate to offer you another appointment or discharge you back to your GP.
Who can I contact if I have a question about my appointment?
If you still have a question about your appointment after checking the DrDoctor patient portal and the NHS App please Contact Us.
What number will DrDoctor text me from?
You will receive notifications from DrDoctor from 07860 039 092.
How do I opt out of DrDoctor notifications?
To stop receiving text messages about future appointments, reply STOP to any message from DrDoctor. This will stop all future text message communications from Moorfields regarding your appointments.
If you opt out of DrDoctor digital notifications, your letters will be sent by post instead.
How is my data handled by DrDoctor?
To enable us to deliver this service, DrDoctor will have access to your contact information but will not have detailed information about your health.
DrDoctor is accredited to the highest standards set by the NHS for protecting the healthcare information of UK citizens. See their certification.
For more information, please see DrDoctor’s privacy policy.
Where can I find more information about DrDoctor?
You can visit DrDoctor’s FAQs website for more information.
Cancellations by us
We try to keep every appointment we make, but medical emergencies and unforeseen circumstances mean that we sometimes have to cancel appointments. If this happens, we will arrange a new appointment for you as quickly as possible. Please note that we are unable to reimburse you for any costs incurred as a result of a cancellation.