Your outpatient appointment

Before your outpatient appointment there are a few items we suggest you bring with you:

• Your appointment letter or appointment card
• Information about you; including your address, your GP’s address and for children, their school address.
• Medicines and allergy treatments; the names of the medication, what you’re taking it for and how often you take it.

Find out what to do if you have special requirements.

When you arrive at the hospital

When you arrive, you will be provided with a surgical face mask to wear at all times. All patients and visitors must wear this, unless you have a medical exemption or are under 11 years old. Other face coverings are not permitted. 

You will also be asked to sanitise your hands using the hand gel and wash your hands more often while in our hospitals. You may also be asked some questions about why you're attending the hospital and whether you have any symptoms.

Please do not attend our hospitals if you have Covid-19 symptoms or have tested positive  or you've been sick or have diarrhoea. If you need to cancel or change your outpatient appointment, please get in touch as soon as possible using the details at the top of this page. 

We're working hard to keep our patients, staff and visitors safe. Please do your bit by following this guidance if you attend or wish to visit someone at one of our hospitals.

Where to go

Your appointment letter or appointment card should tell you where to go when you arrive.

If not, please call the number on your appointment letter or appointment card to find out where you should go. If you misplace your appointment letter or card, please contact central appointments.

Please arrive 10 minutes before your appointment. Every missed appointments costs the NHS £160.

When you arrive at the clinic/department

On arrival, please speak to the clinic receptionist, who will explain what you need to do next.

When you see the doctor

At your appointment, you may be seen by the consultant in charge of your care, or by another doctor who works on the consultant’s team. If the consultant or doctor decides that you need to be seen again, you will be asked to book a further appointment with the clinic receptionist before you leave.

Is it okay to ask lots of questions?

Yes. We want you to become involved in your healthcare and play an active part in decision making. We will always make time to listen, so please speak up if you have any queries or concerns.

How to identify our staff

All staff in our hospitals wear identity badges, which should be visible at all times. Ask any member of staff to show you their badge, and they’ll be happy to do so. Staff such as nurses, healthcare support workers and domestics all wear uniforms. Doctors and consultants don’t have uniforms, but may wear a white coat.

Will I come into contact with students?

It’s possible that you will come into contact with students, as all our hospitals are involved in teaching students. They may help with giving you direct care or examinations (under supervision) and you might be asked to discuss your condition with students. You have the right to refuse to be seen or treated by students – refusal will not affect the rest of your care.

Will I be asked about my ethnicity?

Everyone belongs to an ethnic group and all patients are asked to describe theirs. We collect this information to:

• Understand the needs of patients from different groups and provide better services
• Identify risk – some patients are more at risk of specific diseases
• Make sure that our services are reaching all our local communities
• Comply with the law which gives public authorities a duty to promote race equality.

You do not have to answer the question but providing this information is very important. The information you provide will be treated as part of your confidential NHS notes. 

Will I be asked to take part in research?

Our staff are involved in a variety of research projects and at some stage in your treatment you may be asked to be involved with one of these projects. Any research you are asked to take part in will be relevant to your care. You have the right to refuse to be involved in any research – refusal will not affect the rest of your care.

Do you need my consent before treatment or surgery?

Yes, we do. We won’t go ahead with treatment or surgery without your permission. And you have the right to refuse any treatment or examinations. If you are not able to give your consent, staff will act in your best interests.

I am an overseas visitor – will I have to pay for my treatment?

Yes, the NHS charges overseas patients, unless they are exempt. Clinic staff or the Paying Patients Office (tel 020 346 55028) can advise you about this.

Where do I get my prescription?

If the doctor prescribes new or different medication, he/she will either write and inform your GP or give you a prescription to take to the hospital pharmacy, which you can find:

Newham University Hospital

Zone 4 on the ground floor corridor
Opening hours: Monday to Friday, 9am-5pm, Saturday 9.30am-12noon

The Royal London Hospital

 The Lloyds Pharmacy is near the main entrance
Opening hours:  – 9am to 5.30pm - check with Lloyds

St Bartholomew’s Hospital

Ground floor KGV – again, it is a Lloyds Pharmacy
Opening hours: Monday to Friday, 9am-5.30pm – check with Lloyds

Whipps Cross University Hospital

Outpatient Dispensary/Shop on the ground floor, next to the United News Shop in the Outpatients building in the Yellow Zone
Opening hours: Monday to Friday, 9am-5pm

The standard prescription fee will be charged unless you are exempt from charges. If you are exempt, please provide proof – for example, an exemption certificate. Hospital pharmacy prescriptions are not valid for dispensing by your local community pharmacist and you should therefore collect your prescription items before you leave the hospital.

Important Note:

Patients or their representatives may be required to provide proof of identity for the collection of certain pharmacy items supplied against a prescription at the hospital pharmacy.

Follow-up appointments

If you need to come back for follow-up care, an appointment will usually be made before you leave the clinic. If not, we’ll send you a letter to invite you back.