Some outpatient appointments can be managed using the My RFL Care Patient Portal.
If you need to cancel or change your appointment, you can continue to call our booking centre or service, or use our online form to make a change.
Any changes you make to your appointment using My RFL Care will automatically update our hospital system — you will receive a text confirming your change has been successful.
If your appointment was booked using the NHS e-Referral Service and you want to make a change, you can do so by calling 0345 608 8888 from 8am to 8pm Monday to Friday, and 8am to 4pm on weekends and bank holidays (closed on Christmas Day), or by visiting the referral page on the NHS website.
Patients should not call the Royal Free London to book, rebook or cancel their NHS e-Referral Service appointment.
Under the ‘appointments’ section of the portal, your upcoming appointments will be displayed in date order. Select the appointment you would like to manage.
The options available to manage this appointment will be displayed. If the options to change or cancel your appointment appear greyed out, this appointment cannot be managed via My RFL Care.
If the options to reschedule an appointment are available in the patient portal, this short video takes you through the steps to change the date or time of your appointment.
Please note, you will receive a text message confirming your changes have been successful. The text message will display the new date and time of the appointment and the appointment details will update in the ‘appointments’ section of the portal.
You will not receive a new appointment letter — refer to your original appointment letter for information such as the location and contact details for the service, or the department responsible for your care.
Once you have logged in to My RFL Care, you can do this by selecting the appropriate appointment in the ‘appointments’ list and select the appointment you want to cancel, then select ‘manage’.
You will need to read the guidance and confirm you want to cancel your appointment as well as select a reason for cancellation.
To accompany the appointment cancellation, you will also be sent a text message advising you that you have a new letter from us.
By selecting the link in the text message, you can view the letter confirming the cancellation of the appointment.
There are several reasons why you may not be given an option to change your appointment using the patient portal. This may include:
- Not having any alternative appointment slots available.
- Your appointment may have been previously rescheduled by the hospital or by you a few times.
- Your appointment cannot be changed online because it may be time sensitive, or requested changes will need to be reviewed and assessed. This may need to be discussed before changes can be made.
- Your appointment may have been booked via the NHS eReferral Service.
If you are unable to reschedule online, you can contact the department directly using the phone number on your letter.
If you cancelled your appointment by accident, please call the outpatients appointment centre on 020 7443 9757. You can call Monday to Friday, 8am to 5pm to reschedule your appointment.
You do not need to contact the hospital regarding any changes you made on My RFL Care. Your hospital record will be updated automatically.
Each time you make a change to your appointment on My RFL Care, you will receive a text message confirming the action you have taken. You will also be shown an updated screen on the portal.
If the action to change or cancel has not completed for a technical reason, you will be advised that your request is pending — sometimes there may be a delay of a few minutes in receiving a confirmation text message.
There are only a limited number of changes that can be made to the time/date of an appointment in the portal.
If you need to make further changes to the same appointment, you will need to contact the outpatient appointment centre, or the service your appointment was booked for. The details should be available at the top of your appointment letter.