Using My Patient Hub – Benenden Hospital

What is My Patient Hub?

My Patient Hub is an online platform which provides a quick and efficient way for you to view your communication and appointments with us.

Accessible through any internet-connected home PC, laptop, tablet or smartphone, My Patient Hub allows you to:

Check your previous and future appointments
View your entire correspondence history with us
Review your balance and make any outstanding payments (self-paying patients only)
Update selected personal details

I have a question about My Patient Hub

Registering and logging in

How do I log into My Patient Hub?

You can log into My Patient Hub in a number of ways:

Using the email address and Patient ID we hold for you
Using your MyBenenden credentials
With your Microsoft account
With your Amazon account

Note: You must use the same method to login as you did to register i.e. if you registered using your MyBenenden credentials, please use this method each time you log in.

What is 'MFA' (under Account Maintenance)?

Multi-factor Authentication (MFA) is an authentication method that requires you to provide two or more verification factors to gain access to a resource such as My Patient Hub.

Some of my personal data is inaccurate and I’m unable to edit it. Who do I contact?

Get in touch with our Main Reception on 01580 240333 or HubSupport@benenden.org.uk (Monday to Friday 6.30am-7pm, except bank holidays; Saturday and Sunday 6.30am-6.30pm. Please note that this email address is for questions relating to My Patient Hub only. If you have a query about your appointment, please refer to the contact details on your letter).

They'll alert our Patient Appointments team who will get in touch with you to resolve the issue.

I can’t open My Patient Hub. What do I do?

Contact our Main Reception on 01580 240333 or HubSupport@benenden.org.uk (Monday to Friday 6.30am-7pm, except bank holidays; Saturday and Sunday 6.30am-6.30pm. Please note that this email address is for questions relating to My Patient Hub only. If you have a query about your appointment, please refer to the contact details on your letter).

Your issue will be reported to our IT team, who will be in touch with a resolution.

My Patient ID isn't working when I try to register for My Patient Hub

Your Patient ID will be on the email you received from us regarding your appointment. It’s typically six to seven numbers long. Please check that you’re not trying to enter a Benenden Health membership number by mistake.

If your ID isn't recognised, please contact our Main Reception on 01580 240333 or email HubSupport@benenden.org.uk (Monday to Friday 6.30am-7pm, except bank holidays; Saturday and Sunday 6.30am-6.30pm. Please note that this email address is for questions relating to My Patient Hub only. If you have a query about your appointment, please refer to the contact details on your letter).

My email address isn't working when I try to register

To register for My Patient Hub, you must use the email address you've previously provided to us.

I can't log in using my Benenden Health details

If you’re experiencing issues logging into My Patient Hub using your My Benenden details, please email HubSupport@benenden.org.uk (Monday to Friday 6.30am-7pm, except bank holidays; Saturday and Sunday 6.30am-6.30pm. Please note that this email address is for questions relating to My Patient Hub only. If you have a query about your appointment, please refer to the contact details on your letter).

My Patient Hub dashboard

I can’t access certain areas of the hub. Who do I contact?

Please ensure that you’re using the latest operating system (OS) for your device. Older, less secure OS’ will be prevented from accessing some areas, such as Messages.

If you’re on the latest OS and are still having issues, you can contact our Main Reception on 01580 240333 or HubSupport@benenden.org.uk (Monday to Friday 6.30am-7pm, except bank holidays; Saturday and Sunday 6.30am-6.30pm. Please note that this email address is for questions relating to My Patient Hub only. If you have a query about your appointment, please refer to the contact details on your letter).

Your issue will be reported to our IT team, who will be in touch with a resolution.

I can’t view my appointment details within the hub. What do I do?

The home page will display your next appointment. If you have no future appointments, you can click on either the Booking link in the left-hand menu or the Appointment tab at the top of the page under your name.

If you feel an appointment is missing, then please contact our Main Reception on 01580 240333 or HubSupport@benenden.org.uk (Monday to Friday 6.30am-7pm, except bank holidays; Saturday and Sunday 6.30am-6.30pm. Please note that this email address is for questions relating to My Patient Hub only. If you have a query about your appointment, please refer to the contact details on your letter).

Your issue will be reported to our Patient Appointments team, who will be in touch to resolve your problem.

I can’t see my letters from Diagnostic Imaging department

All letters from Diagnostic Imaging are still being sent via post and not currently available on My Patient Hub.

I'm due to have more than one procedure. Why is My Patient Hub only showing one?

If you're visiting our hospital for more than one procedure, My Patient Hub will only display the first appointment.

How do I view my messages?

Click on "Your messages" tile, which will display a list of messages. Select the view button next to your letter. This will open your letter to view or print if required. Please ensure that you’re using the latest operating system (OS) for your device. Older, less secure OS’ will be prevented from accessing some areas, such as Messages.

I can’t access my correspondence history in the hub. What do I do?

My Patient hub will display all correspondence since March 2021 (Except from the Diagnostic Imaging Department).

Your issue will be reported to our Patient Appointments team, who will be in touch to resolve your problem.

How do I view my statement?

From the homepage, click on "View all Transactions" on the Balance tile, or click on "Transactions" at the top of the screen and click "Generate Statement".

Please note: this feature is only available for self-funding patients.

How can I make a payment on My Patient Hub?

My appointment is in the future

Click on "Bookings" at the top of the screen then click on "View booking". You'll see a "Pay" button. Please click on this and follow the instructions to make your payment.

I have already attended my appointment

From the Home screen, on the "Balance" tile click on "View All Transactions". You will see your transactions listed here, including the invoice for your appointment. To the right of your invoice you will see a pay button. Please click on this and follow the instructions to make a payment.

My information

Some of my personal data is incorrect. Who do I contact?