We regularly send SMS messages to patients on our Specialist Clinics waiting lists to confirm if they still require an appointment. This process is known as a Waitlist Audit.
Why we contact you
We review our waiting lists to:
- keep our records up to date
- stay in touch while you wait
- make sure appointments go to patients who still require care
During the review, you will be asked if you still need your Specialist Clinics appointment. If you no longer need the appointment, please let us know.
When we contact you
We will contact if you have been waiting more than 12 months. We will then contact you every 6 months after.
How we contact you
If you have provided us a mobile number, you will receive a text message (SMS) with a secure link.
The SMS messages will look like the below:
- The SMS will come from VicKey or Northern Health.
- The link will direct you to the VicKey portal or a Northern Health form.
- If you are waiting for multiple appointments, you will receive a separate message for each one.
Responding to a waiting list review
Step 1: Click the link in the SMS.
Step 2: Confirm your details
Step 3: Select one of the following options:
- Yes – if you still need your appointment
- No – if you no longer require the appointment (e.g., treated elsewhere or your condition has improved)
What happens next?
If you respond ‘Yes’
- You will stay on the waiting list.
- We will contact you when an appointment becomes available.
If you respond ‘No’
- You will be removed from the waiting list.
- A letter will be mailed to you and your GP.
- If you require care in the future, a new referral from your GP will be needed.
If you don’t respond
- You will be sent two reminder SMS messages
- If you don’t respond, you will be removed from the waitlist
Other times we may contact you
We may also contact you about your appointments and referrals by SMS. It will show up on your phone as “NorthrnHlth”. Please see Virtual Mailroom.
