Paying patients office

Addenbrooke's complies with national (and European Union) legislation about who is eligible for free NHS treatment.

The Paying Patients Office, is the first point of contact for all enquiries about eligibility, insurance and private treatment:

+44 (0)1223 216999 (All EU, EEA and Overseas Patients Enquiries)
+44 (0)1223 254517 (All UK Private Patients Enquiries)

Patients from outside the UK

EU and EEA patients

If you are visiting the UK specifically for the purpose of a planned treatment, you will need an E112 form as well as a referral letter from your doctor. Treatment will be provided under the same conditions of care and payment that apply in your country of residence. This could mean you have to pay a percentage of the costs personally.

Please make sure that you are aware of the conditions that apply to your treatment in the UK well in advance of your travel.

If you need emergency care or certain types of routine care because of a long term condition or pregnancy, this should be covered by your EHIC card. Please note that the terms and conditions differ from country to country and make sure that you are aware of what is covered, before you visit the UK.

Patients from outside the EU / EEA

You will be required to pay for their visit as a private patient, whether emergency, routine or planned.

Please contact the Paying Patients Office:

  • If you are visiting the UK specifically for the purpose of planned treatment
  • If you have a long term condition and may need treatment in Cambridge while visiting the UK

Q&A -  Patient Eligibility Checking  Pilot

Q Why is the Trust undertaking these pilots?

The Trust has been invited to participate in a pilot scheme by the Department of Health - the purpose of which is to identify patients eligibility to receive free NHS care. All new patients coming through either Adult Urology or Maternity Services pathways  from 1 August to 31 October 2017 will be required to show two pieces of ID – one to be proof of address, the other to be photo ID. The pilot will help to  identify those patients who are not eligible for free NHS care and they will be billed accordingly for the treatment that they receive.

Q Is this  process  discriminatory?

No, all new patients attending either adult urology or maternity services,   irrespective of their immigration status will be required to produce the necessary ID.

Q What happens if the patient does not bring in their ID?

The receptionist will go through the booking in process with each patient as usual. If the patient has been unable to provide the appropriate ID  with them to their appointment, the receptionist will telephone the Overseas Visitor and Migrant Project Manager who will come and talk to the patient to ascertain whether they have just forgotten their ID or they simply do not have it available.  If it is established that they have simply forgotten to bring it with them to their appointment, they will be asked to either post, email or bring in their ID to their next hospital appointment.

Q. What happens if the patient indicates that they do not have the appropriate ID to show their eligibility for free NHS Care? i.e. Homeless person

The Paying Patient team should be contacted for further investigations as they may be an asylum seeker (Refugee/ Asylum Seekers are eligible for NHS treatment.)    

Q What happens if the photo ID does not match the patient.

The Paying Patients team should be contacted for further investigations.  investigations.                                                                                                                    

Q Will a patients’ treatment be stopped if they don’t have their ID?

No, all patients will be treated irrespective of whether they have their ID or not. However, if it is found that they do not qualify for free NHS care as a result of their ID checks, they will be presented with a bill via the Private and Paying Patient team.

Q If all patients will be treated irrespective of the ID that they can provide,   what is the purpose of the pilot?

This is a three month pilot we have been asked to undertake by the Department of Health. Its purpose is to establish which patients are not eligible for receiving free NHS care and how easy it is to obtain the appropriate ID from all patients. In addition,  if we do find patients who are not entitled to free NHS care as part of this process we will be invoicing them  as we would any other patient required to pay for their treatment.

Q At what point will a patient be asked length of residence in the UK?

The patient will be asked this question when they book in for their appointment at reception.

Q What happens if the patient has not been resident in the UK for 12 months?

Residency status is one of the first questions that are asked by the reception team when a patient is booked in at reception. If it is found that the patient has not been resident in the UK for 12 months or more, the reception team should contact the Paying Patient Team as usual who will come and talk to the patient in clinic. The paying patient team will then take over the responsibility for the checking of the documents and complete the tick boxes on EPIC.

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