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We're getting in touch while you wait for your appointment

 

If you're currently waiting for an outpatient appointment, you may receive a text message from us in the near future inviting you to join a virtual conversation. We’re contacting some patients to confirm whether they still need their appointment, to ensure our waiting lists are accurate.

Who does this applies to?

We are starting with patients on the trauma and orthopaedic outpatient waiting list, expanding to other services in the coming months.

Why are we contacting you?

Hospital teams regularly check their waiting lists to make sure the information is up to date.

Some patients may have:

  • Received treatment elsewhere
  • Moved to a different area
  • No longer need their appointment

By contacting you directly, we can:

  • Make sure you're still waiting to be seen
  • Reduce missed appointments and clinic delays
  • Help patients get the right care, at the right time

What will you be asked to do?

If you're one of the patients we contact, you’ll receive a text message with a secure link. When you click the link, a short online chat will open.

You will be asked to:

  • Confirm your identity using basic details
  • Answer a few simple questions about whether you still need your appointment
  • Access helpful information about managing your health while you wait

This chat is automated and is not monitored by staff. If you need to speak with someone, contact details will be provided within the chat and on our website.

Virtual chat example

Here is an example of what the text message and virtual chat will look like:

What happens next?

  • If you still need your appointment, we will keep you on the waiting list and contact you as soon as one becomes available
  • If you tell us you no longer need the appointment, we will remove you from the list and confirm in writing
  • If your clinical team believes you should remain on the list, we will contact you to discuss this further

We are unable to give an exact date for your appointment, but we will be in touch as soon as we can offer you one.

How long will you be waiting?

  • Unfortunately, we are unable to give you an estimation of when you might hear from us to arrange and appointment, but please be assured we will contact you as soon as an appointment becomes available. Further information on waiting times is available on the NHS 111 Wales website by selecting Betsi Cadwaladr University Health Board from the list. 

Support while you wait

We understand that waiting can be difficult. Our self-care while you prepare for treatment hub includes:

If you are in crisis or need urgent support, please contact emergency services or your GP immediately.