I haven't received my invitation
Your invitation comes from your practice as both a text message and an email. Each carries the same link, so use whichever reaches you first: actioning one of them is enough.
Before contacting anyone, it is worth checking:
- Your text messages, including any junk or filtered message folder
- Your email inbox and its junk or spam folder
- That your practice has your current mobile number and email address
If it still isn't there, your practice needs to send it again. We cannot send you an invitation, and you cannot request one yourself — only your practice can issue it.
Contact your practice and ask them to re-send your SurgiHub invitation.
Setting up the app for the first time
You only need to do this once.
- Open the first link in your text message to download the SurgiHub app.
- Return to the message and tap the second link. This signs you in to the account your practice has already set up for you.
- Choose your password, and complete the details you are asked for. These include your email address and a photograph of yourself, which you upload from your phone's photo library. Once you are finished, you will be taken to your home page.
Two things you'll be asked for: your email address and a photograph of yourself. Both are required.
Keep a note of the email address and the password you choose. Together they sign you back in if you're ever signed out, and your email address is how you recover a forgotten password.
The photograph is uploaded from your phone's photo library, so have one ready. Any clear picture of your face will do, and you can swap it later under Profile. It lets your surgeon's team confirm they're speaking with the right person, and only they can see it.
I can't sign in
If you've forgotten your password:
- On the sign-in screen, tap Forgot Password.
- A verification code is sent to the email address your practice has registered for you.
- Enter the code and choose a new password.
If the code doesn't arrive, check your email's junk or spam folder.
If it says your account doesn't exist, your invitation may not have been sent or completed yet — see I haven't received my invitation.
Still stuck? Contact your practice.
I have a new phone
Nothing is lost. Your information lives in your SurgiHub account, not on your phone.
- Download SurgiHub from the App Store or Google Play on your new phone.
- Open it and sign in with the same details as before.
- If you can't remember your password, follow I can't sign in.
If your mobile number has also changed, tell your practice, and update it in the app under Profile. Your number is how the practice sends you reminders.
What am I looking at? (your feed)
Your Feed is the home screen of the app, and it is where your surgical team sends you things: videos about your operation, documents to read, and forms to fill in.
Items appear in stages, so you see what you need when you need it — from your first consultation through to your recovery. New items arrive on their own as your surgery gets closer. You do not need to go looking for them.
When you have finished with an item, tap Mark as viewed. This tells your team you have seen it, so they don't need to chase you.
If something looks like it's missing, it may simply not have been sent yet. If you were told to expect something specific and it isn't there, ask your practice in
Chats.
Your practice may upload forms for you to complete, such as your pain monitoring or medical history. Your answers go to your surgical team as part of your record.
- Tap the form in your feed, then tap Open Link to open it.
- Answer each question and make sure you submit the form at the end.
- Tap Mark as Viewed. This tells your team you have seen it, so they don't need to chase you.
Please answer honestly rather than optimistically. Your team uses these answers to follow your progress before and after your operation.
The form itself opens on a separate service chosen by your practice, so it may look different from what is described here. If you have trouble completing a form, contact your practice.
Submitted something you think is wrong? Tell your practice via
Chats and they will sort it out.
How do I sign my consent form?
Your consent form arrives in your feed like any other item, before your operation.
- Tap the consent item in your feed.
- Read it through. It explains the operation you have agreed to and what it involves.
- Tap Click here to sign, and sign on your phone.
- Tap Submit.
Once submitted, it is filed with your booking as a formal document, and your surgical team and the hospital can see it.
To read it again later, go back to the same step in your pathway. The option there changes to opening your consent form, so you can look at it whenever you like. It opens as a document, which means the usual buttons on your phone are available: you can copy it, or share it, for instance to send yourself a copy or to pass it to another doctor.
If you have questions about what you are consenting to, do not sign yet. Ask your surgeon or their team first — in Chats, or at your next appointment.
How do I ask my practice a question?
Use the Chats tab. It goes straight to the practice, and it is better than telephoning and leaving a message.
- Open Chats. A coloured badge means there is something you haven't read.
- Select the applicable chat, type your question and send it.
Chats are not watched around the clock. Messages are read during practice hours. If something is urgent, ring your practice rather than waiting for a reply.
How do I send a photo of my wound?
If your team has asked to see how your wound is healing, you can send a photo in Chats, in the same conversation you use for questions. It is shared securely and stays with your surgical record.
Only send photos when your team has asked for them, or when you have a concern you have already raised with them.
A photo is not a substitute for being seen. If your wound is getting worse, or you feel unwell, ring your practice rather than sending a photo and waiting.
How do I let my family follow along?
You can give one person — a partner, family member or friend — their own view-only access, so they can follow your surgery journey. On the day of your operation, they also receive text message updates as your day progresses.
- Go to Profile, then Next of Kin.
- Tap Invite Next of Kin, choose their relationship to you, and enter their name and mobile number.
- Tap Send Invite. They receive their own invitation and set up the app on their own phone.
They can see your journey but cannot change anything. This is useful if you would rather someone else kept track of appointments and information for you.
Changed your mind? Go to Profile, then Next of Kin, and tap the red cross beside the person listed to remove them. You can then invite someone else.
I'm not getting notifications
Most often this is your phone's settings rather than the app.
- On iPhone: Settings → Notifications → SurgiHub, and turn Allow Notifications on.
- On Android: Settings → Apps → SurgiHub → Notifications, and turn them on.
- Check your phone isn't in Do Not Disturb or a Focus mode.
- Make sure you are signed in — notifications stop if you have been signed out.
Text message reminders go to the mobile number your practice has for you. If yours has changed, update it under Profile and tell your practice.
Even with notifications off, everything still arrives in your feed. Open the app now and then as your surgery approaches.
Changing my phone number or details
Update your contact details and password under Profile in the app.
Please keep your mobile number current — it is how your practice reaches you with reminders and updates.
If your name or date of birth changes, you can update it yourself under Profile, and please tell your practice as well. The hospital matches your booking against those two details, so what we hold and what your practice holds need to agree.
Your practice is the right place for anything to do with your operation, your appointments, your account or your records. They know you and they can see your booking.
The quickest way is a message in Chats if you can already sign in, or a phone call to your rooms if you cannot.
If something is urgent, telephone your practice. Don't send a message and wait.