Patient Hub

No, NHS Highland will create the account for you when you have been on one of our waiting lists for a specified number of weeks.

NHS Highland will send you a link by text message or email. You can use that link or the button on this page to access your account. Once you have used this link you must follow the steps below:

1. If you have trouble accessing the page, please check your internet access and that you are using one of these compatible web browsers:
   • Microsoft Edge
   • Google Chrome
   • Mozilla Firefox
   • Apple Safari
   • Chrome for Android
   • Chrome for iOS
   • Safari for iOS
2. You will be taken to the login page.
3. You’ll be asked to enter either your mobile number or email address, together with your date of birth. Please enter your date of birth in the format DD/MM/YYYY
4. You will then be sent a 6-digit authentication code by text, or by email if we don’t have your mobile number.
5. Enter the 6-digit code. Please be aware the authentication code will expire in 2 minutes and 30 seconds. When the time limit expires a new code is required.

You can use the link in the text message and/or email you received. The link to your account will stay the same, so you can go back to any text message or email. Every time you receive a notification you will get a reminder of the link.

You can also access Patient Hub at any time using this link.

No, there is no need to download anything.

When NHS Highland sends you the first notification you will be sent a link. The Patient Hub is a web page that you can access at any time. For easy future access, you may want to save this link as a favourite. Each time you sign in, you will also be sent a new 6-digit security code.

Yes, Patient Hub is designed with security in mind.

Patient Hub uses two factor authentication. You begin the login process by giving us some personal information known to you: your mobile number or email address, and your date of birth. To complete the log in process, you will be sent a 6-digit security code by text message, or by email. This code can only be used once. The next time you log in, you will get a new 6-digit code.

No, you do not have a username or password.

Please respond to the notification within 48 hours.

If you do not respond you will be sent two reminders, each 48 hours apart.

If you do not respond to any of the text messages and/or emails then you will be sent a letter in the post.

You will receive a notification when you have been on one of NHS Highland's waiting lists for a specified number of weeks.

You may receive up to three text messages or emails inviting you to login and respond. If you log in after the initial notification, the system will not send you any further text messages or emails regarding the referral.

The secure link requires a smart phone, tablet or a computer to access it. If you do not have a smart phone, you can receive the link and authentication code in an email.

If you don’t have a smart phone or computer, don’t worry - we will continue to contact you via telephone or letter.

You can access the link to opt out of future communications on Patient Hub, or contact the Patient Hub team who can do this for you.

Patients are used to using digital portals in their everyday lives. This will allow you to quickly and easily communicate with NHS Highland at a time that is convenient to you.

Waiting lists for appointments continue to grow. The waiting list management system will allow you the opportunity to contact us digitally, and confirm whether you still need an appointment.

This has a number of benefits overall:

• Patients who still require care are able to access appointments sooner, as waiting lists are kept up to date and no longer include people who no longer need treatment.
• Patients are less likely to miss appointments they no longer need, avoiding unnecessary travel, disruption, and time away from work, family, or other commitments.
• Patients can be offered appointments more quickly when capacity becomes available, helping them progress through their care pathway without unnecessary delays.
• Patients can be confident that waiting list information is accurate and up to date, supporting fair and effective management of access to care.

Once logged in you will be able to see any referrals awaiting a response, by selecting the referrals tab. For each referral you will be asked to select an option that best describes your situation, for example:

• “I no longer want an appointment”
• “I no longer require an appointment as my condition has improved / resolved”
• “I no longer require an appointment as I have received private treatment for my condition”
• “I still require an appointment but I am unavailable between *patient selects dates*”
• “I still require an appointment”

Patient responses will be automatically uploaded into the online portal in real-time. This will be managed centrally at Raigmore Hospital by a dedicated team. Each response will generate a different action:

• “I no longer want an appointment” or “I no longer require an appointment” - you will be removed from the waiting list and a letter sent to your GP informing them that you have been removed from the waiting list.
• “I still require an appointment but I am unavailable between *patient selects dates*” - you will remain on our waiting list and a period of unavailability will be added to your record. You will receive an appointment offer in due course within the dates that you have told us you are available.
• “I still require this appointment” - no action required. You will remain on our waiting list and you will receive an appointment offer in due course.

Yes, a letter will be sent to your GP informing them that you have been removed from the waiting list.