Using the Check-In Patient Portal

1. Tap the secure link in your SMS or email reminder.
2. Enter your mobile number or email address and your date of birth.
3. Enter the one‑time passcode (OTP) sent to you by SMS or email.
4. Enter your first name and last name. These details must match the information your clinic has on record.

Once registered, you will only need to enter your mobile number or email address, date of birth, and OTP at login.

1. Tap the secure link in your SMS or email reminder.
2. Enter your mobile number or email address and your date of birth.
3. You will receive a 6-digit OTP by SMS or email.
4. Enter the OTP to log in.

If this is your first time logging in, you will also be asked to enter your first and last name. These details must match the information your clinic has on record.

Try the following:

• Make sure your mobile number starts with 04 and has 10 digits (no spaces or symbols)
• Enter your name and date of birth exactly as recorded by your clinic
• Enter your date of birth in DD/MM/YYYY format.

If you enter the wrong OTP too many times, your account may be temporarily locked.

If you are still having trouble, clinic staff can help you check in at reception or by phone.

Try the following:

• tap “Tap here to resend”
• wait a few minutes and try again
• check your mobile reception or internet connection.

Messages will be sent to the mobile number or email address used when the appointment was booked.

To update your contact details, please contact your clinic.

Go to Account in the menu and select Log out.

Before your appointment, you may receive:

• an SMS notification with a secure check‑in link, or
• an email reminder (if you have provided an email address).

These messages will guide you through the check‑in steps.

No. When you arrive, you can:

• check in using a self‑service kiosk, or
• ask reception staff for help.

The Patient Passport is a unique QR code in your Check‑In Patient Portal. It allows you to check in faster at kiosks.

You can save it to your Apple or Google Wallet.

You will receive a ticket number and instructions.

• If you check in at a kiosk, instructions appear on the screen and on your printed ticket.
• If you check in on your phone, instructions appear on your device.

When it is your turn, your ticket number will appear on the waiting area screen to tell you where to go. If you provided a mobile phone number, you will also receive an SMS telling you where to go.

After logging in to the Check-In Patient Portal, you will see your next appointment on the Home screen under the Today and Upcoming heading.

You will see the date, time and location of your appointment.

Select View info to see more details from your clinic. To view additional appointments, select Appointments from the menu.

1. Find your appointment in the Portal
2. Select Reschedule or Cancel 

Your clinic will review your request and contact you to confirm a new appointment or discuss other options.

If your appointment is within the next  24 hours, the reschedule option may not be available.

If this happens, please contact your clinic using the phone number shown in your appointment details.

There are two permission levels: Full access and Restricted access.

With restricted access, you can see:

• appointment details
• banners  
• inbox messages
• resources
• forms

The person you are linked to can manage or remove your access at any time.

You can link another person to your account either from the login screen or within the Patient Portal.

From the login screen (Carer login): Register or sign in as a carer, then select Link New Patient. Follow the prompts to connect to the patient’s Check-In account.

From within the Patient Portal: Once logged in, go to the Account menu and select Link New Patient. Follow the prompts to complete the linking process and access the patient’s Check-In account.

Check‑In is a simple, self-service option used in NSW Health hospitals and community health services to allow patients and visitors to let the clinic know they have arrived for an appointment, walk-in service or visit.

It improves the ​arrival and waiting experience, using a combination of Check-In kiosks, SMS notifications and an online Check-In Patient Portal (for booked appointments).

If you have a booked appointment at a participating clinic or service, you can use the Check‑In Patient Portal on your mobile phone, tablet, or computer to manage appointment‑related activities before and after your visit.

Using the portal, you can:

• view upcoming appointments
• request to reschedule or cancel an appointment
• receive messages and information from your clinic
• complete forms before or after your appointment
• check in when you arrive
• receive notifications when it is time for your appointment.

You can use the portal if you:

• have a mobile phone, tablet or computer
• have an upcoming appointment at a participating clinic
• have a mobile number or email address.

You need a mobile number or email address to use the Check-in Patient Portal.

If you don’t have access to either, please contact your clinic for help.
 

Yes. Check‑In meets government data protection standards and follows NSW Health privacy and security requirements.

You can also help keep your information secure by:

• not sharing your login details
• using a secure internet connection
• logging out when you finish using the portal.

1. Select Account at the bottom of the screen.
2. Choose My Details.

If you need to update your details, select ‘Request to update’, complete the form, and submit your request.

No. You cannot send messages to your clinic.

Your clinic may send you messages through the Portal. When you receive a new message, you will get an SMS notification.