What devices can I use MySpire on?
You can access MySpire on a variety of mobile and desktop devices, including iPhones, iPads and Android. You can log in to MySpire via any browser including Chrome, Safari and Internet Explorer. Please note, MySpire is not a downloadable app and you will not see it in the App Store or Google Play.
How do I change my password?
Once you’ve logged into MySpire, go to MySpire account where you'll be able to see and edit your password.
Who do I contact if I need help whilst using MySpire?
If you need any help – please look through our FAQs first – including our “How to find what I want” section.
What do I do if I don’t think the information about my appointments is right?
The information you see on MySpire is updated in real time and should be correct. Please check this information against your appointment letter or email which the hospital has sent you. If there are any differences please contact the hospital where your appointment is taking place and they will be able to help you.
Why can’t I change my GP details?
If you have an appointment or treatment booked with Spire that the NHS is paying for, you will not be able to amend your GP details as this is linked to the information the NHS provided to us at the time of your booking.
Why do you ask for credit/debit card details?
If you’re paying for your treatment
We take credit/debit card details on arrival at the hospital reception or over the telephone to cover any additional costs of care (such as diagnostic tests) in line with our patient terms. Payment will usually be taken on the day of your appointment. If we have been unable to take payment on the day of your appointment, you will receive an invoice statement shortly after your visit and after seven days your card will be charged automatically.
If you have private medical insurance
Some people find that they are not fully covered by their insurance policy. This is usually due to having an excess on the policy or because certain investigations or treatments are not covered due to an annual limit.
Please note that pharmacy items prescribed on a private prescription for outpatient visits are not covered by any insurer and you will need to pay for these by credit/debit card.
As a result of insufficient cover, you may have incurred charges that need to be paid. These outstanding charges may not be identified until several weeks after your hospital visit and when your insurer has settled only part of our invoice. We will, therefore, ask you for credit/debit card details, which will enable us to take care of any outstanding payments not covered by your policy.
We will hold your card details for a period of time but may need to request them again for future visits. The process is simple. Your insurer informs you that there are outstanding charges due to Spire Healthcare and we will write to you to confirm the amount you need to pay. You will have seven days from the date of our letter to query this outstanding payment before your card is debited.
If you're an NHS patient
The NHS covers all the costs of your treatment with us. We will ask for credit/debit card details to cover extra personal items, such as phone calls or newspapers, just as you would in an NHS hospital.
Note for all patients
Credit/debit card details are held securely on the hospital system in accordance with industry standards. You will have seven days in which to query any charges. If you have any queries regarding any charges on your invoice statement, the hospital’s central finance office is available to discuss this with you.
Why can’t I change or update my method of payment?
For certain appointments we are not able to accept a change in your method of payment:
- Appointments booked and paid for online are not editable as payment has already been made and logged against your details – you'll be able to update your payment method if any further appointments are made
- If you’re going to the hospital for treatment and being admitted, you will not be able to change the method of payment as it has already been pre-authorised
- If the NHS is paying for your treatment at Spire, you will not be able to amend this as it is linked to your NHS details
- If you have more than one imaging appointment on the same day, you won’t be able to vary the method of payment for each appointment via MySpire – if you wish to pay for each appointment using a different payment method please notify the hospital when you arrive
How secure is my data?
Spire Healthcare understands the importance of privacy and security and you can be assured that your data is safe and securely protected. For more information please take a look at our Privacy Notice. If you wish to view or change the way in which Spire sends you information, please go to the Communication preferences section.
How do I delete a MySpire account?
If you no longer wish to use MySpire and want to delete your account, please contact the hospital you last visited who will be able to remove your account details.