Answers to share with your patients

These answers are written for patients. You’re welcome to copy them into your own emails, website or reception notes. “We” and “us” mean your clinic.

What is the patient portal?

It’s your own secure area on our website. You can use it to book and cancel appointments, see your results once they’re ready, read your aftercare advice, fill in forms before you come in and ask us a question. We’ll give you the address, or you’ll find it in any email we send you.

Do I need a password?

No. When you sign in, you type your email address and we email you a six-digit code. Type it in and you’re signed in.

How do I sign in?

1. Go to our portal and select Sign in.
2. Enter your email address and select Email me a sign-in code.
3. Find the email from us. The code is in the subject line.
4. Type the code in and select Verify & sign in.

Use the email address you gave us.

My code hasn’t arrived. What should I do?

Check your junk or spam folder first. The first email from us sometimes ends up there. If it still isn’t there after a minute or two, check you typed your email address correctly, select Use a different email and try again. If you’ve never booked with us or been added by us, you won’t get a code, so please contact us.

My code doesn’t work.

Each code lasts 10 minutes and can only be used once. If it has run out, or you’ve typed it wrongly too many times, go back and ask for a new code. We will never ask you to read your code out to us.

How do I book an appointment?

Select Book (or Book an appointment once you’re signed in), choose what you’d like to book and pick a time. New patients can book a first appointment without signing in. If you’ve been here before, we’ll email you a code to check it’s you.

How do I cancel or change an appointment?

Sign in, go to Bookings, find the appointment and select Cancel appointment, then Yes, cancel it. To move an appointment, cancel it and book a new time. If you paid a booking fee, cancelling late may mean it isn’t refunded; you’ll see our cancellation window before you confirm. If you can’t cancel online, please call us.

Where are my results?

Sign in and go to Results. Your results appear once your practitioner has published them. For your privacy, we never put results in an email or text. We only let you know they’re ready.

Where is my aftercare advice?

Sign in and go to Treatments, then open your treatment. Your aftercare is at the top. We also email you the important points, including when to contact us straight away.

How do I ask a question?

Sign in and go to Questions, type your question and select Send question. Questions are processed by an AI system. General and admin questions may get an automatic reply, shown as Automated answer. Questions about your own symptoms, results or treatment are checked by a clinician first, and the reply is shown as From your clinician. You’ll be asked to agree to this before your first question, and again if the wording changes. To stop using questions, contact us.

How do I change my details or stop messages?

Sign in and go to Settings. Under Communication preferences you can choose whether we contact you by Email and Text message (SMS). Some messages you need for your care, such as payment requests, forms to fill in before an appointment and video appointment links, are still sent. To change your email address, please contact us.

Can I put the portal on my phone like an app?

Yes. On an iPhone, open it in Safari, select the Share button and then Add to Home Screen. On Android, open it in Chrome and select Install app when the message appears.

How do I ask you to delete my data?

Sign in, go to Settings and select Request data erasure under Your data & privacy. We’ll stop using your data for marketing straight away. Clinical records that the law says we must keep are kept for their set period, then removed.

I’m still stuck. Who can help?

Please contact us directly. Our contact details are at the bottom of the emails we send you.