Information about your appointment at hospital
- We aim to provide a quality of care we would want for ourselves, our family, and our friends.
Privacy and dignity
- We are committed to the delivery of high quality services, affording our patients the same privacy, dignity, respect and compassion that we would want for ourselves, our family and friends. Find out about patient privacy and dignity at our hospitals.
What to bring with you
- We have provided a list of items that you need to bring with you for your hospital appointment. Find out what to bring with you to hospital.
Where to go when you arrive at hospital
Patients are asked to report to the reception area indicated on their appointment letter.
- When you receive a letter, giving you information of the date and time of your appointment, it should state which reception area that you need to attend. If you are unsure of where to go, ask at the main reception/information desk located in the main hospital entrance area.
- Outpatient areas have reception desks where you need to book in for your appointment. You will be asked to confirm your details and this would be the time that you could change details of your address or telephone number if necessary. The receptionist will then direct you to the waiting area for the clinic that you are attending.
- It is important that you arrive in plenty of time for your appointment. If you are delayed for any reason we ask that you telephone the relevant department.
Friends and Family Test
The Friends and Family Test is a simple question that patients are asked about the care they have received. The test is part of a way of gathering patient feedback and driving improvement in NHS hospital services across the country. To find out more about the Friends and Family Test click here.
Text reminder service
We have introduced a new outpatient text reminder service to try to reduce the 14,000 outpatients appointments that patients fail to attend each year. It is a service where patients choose to receive a text reminder message to their mobile phone, rather than a reminder letter.
Patients will still receive their initial appointment letter containing all the clinical details, but instead a of reminder letter they will receive a text message.
If you wish to receive text message reminder please let the outpatient receptionist know your mobile number. If you do not wish to receive text reminders please also let our receptionists know.
How to cancel an appointment
- Your appointment letter should have a telephone number listed for changing or cancelling your appointment.
- For follow up appointments please telephone the appointment clerk via the hospital switchboard on tel: 01432 355444
What happens if you miss an appointment?
- If you miss an appointment and want to schedule another one, please telephone the number on your appointment letter.
- If you miss an appointment and do not notify the Trust, you may be returned to the care of your GP and will need to arrange a visit with them to be re-referred.
- All our staff actively promote the 'Clean your hands' campaign as an important way of controlling infection. Alcohol gel is available at the end of every patient bed and patients are encouraged to ask staff whether they have cleaned their hands. Find out more about infection control at our hospitals.
Looking after your personal property
- We make every effort to ensure your belongings are safe and secure whilst you are in hospital. However, you are advised to bring only essential items into hospital as these are not insured under any hospital policy and will remain your own responsibility if they are lost.
Telephone & mobile phones
- Mobile telephones are only permitted in the main corridors of the hospital, as the use of these may interfere with medical equipment. If mobile phones are brought into hospital, please ensure that they are switched OFF when entering a ward of clinical area.
- A personal phone for each patient is included in the 'Patientline' entertainment system.
- Public payphones are available for outgoing calls and these are located near the main reception. These telephones cannot receive incoming calls nor can they take phone cards. We do supply a limited number of public payphones to use from wheelchairs. Please ask the ward staff where the nearest one is situated.
Interpretation and translation services
- Interpretation services are available on request. Please ask the ward sister or enquire with PALS based at the main reception.
Patient advice – We are here to help
- The Patient Advice and Liaison Service (PALS) provides advice, help and support to patients, families, carers and visitors