When you arrive
Your appointment letter or appointment card will tell you where to go when you arrive. It will also include information about parking and discounted parking.
If you have misplaced your appointment letter or card, you can find contact details for your clinic in our Clinic A-Z.
Getting help
If you need information, a wheelchair or any other assistance when you arrive, please speak to a member of staff at the outpatient reception desk.
If you have any questions or are unsure about what to do, our staff will be happy to help.
Accessibility and support
Please tell the clinic receptionist if you have a hearing or sight impairment.
If you feel vulnerable or uncomfortable in the waiting area for any reason, please speak to a member of the reception team.
Waiting for your appointment
Sometimes clinics run later than planned. This can happen when:
- doctors are called away to emergencies
- appointments take longer than expected
- urgent patients need to be seen
If there is a delay, clinic staff will keep you informed and will do their best to see you as soon as possible.
During your appointment
You may be seen by the consultant responsible for your care or by another member of the consultant's clinical team.
If the team decides that you need another appointment, you will be asked to arrange this before you leave.
We want you to be involved in decisions about your care. If you have any questions or concerns, please speak to your healthcare team.
How to identify our staff
All staff wear identification badges which should be visible at all times.
Nurses, healthcare support workers and domestic staff wear uniforms. Doctors and consultants do not usually wear uniforms, but may wear a white coat.
Need help or have concerns
Ask us questions
If you have any questions about your appointment, treatment or care, please speak to a member of the clinical team. We will always make time to listen and explain what is happening.
If there is anything you do not understand, please ask. We want you to feel confident about your care and any decisions you may need to make.
During your visit
If you need help while you are in the clinic, please speak to a member of staff.
If you feel unwell, vulnerable or uncomfortable while waiting for your appointment, please let the reception team know. They will do their best to support you.
Feedback
Your feedback helps us improve our services.
If you have recently visited one of our outpatient clinics, we encourage you to complete our Friends and Family Test and tell us about your experience.
Concerns and complaints
If you are unhappy with any aspect of your care or the service you receive, please speak to a member of the clinic team as soon as possible. Many concerns can be resolved quickly by the staff caring for you.
If you remain unhappy, you can contact the Patient Advice and Liaison Service (PALS).
PALS provides confidential advice, support and information, and can help resolve concerns about your care or treatment.
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