Support from Different Organisations

Hospital

Some links on this page have been colour coded to make it easier to find the information you need:

Quick Read
In-depth
Clinical level

OUTPATIENT LOCAL SUPPORT - SELF REFERRAL

A Simple introduction on referrals

From NHS England, the British Medical Association and the National Association for Patient Participation
A number of organisations provide a simple introduction on referrals which is expanded on further in the frequently answered questions below.
What happens when you are referred by your GP to see a specialist? 1792_PatientReferralA4PORT_1.pdf

Appointments

Booking and rearranging hospital appointments has become a simpler process with the use of the NHS app. However, for those who prefer not to use the NHS App you can still phone the hospital directly and there is help to do that.

investigations and test results

The responsibility of following up any investigations / test results that have been organised by hospital clinicians always lies with the hospital and there is information how you can contact the hospital directly if you have any concerns.

local hospitals

Links to the main large local hospitals:

changing an appointment

Please note

  • If you do miss your appointment, most hospitals will refer you back to your GP and they will need to start the process again. Not only is this a bureaucratic process for GP practices but it will delay both yourself and also another patient been seen earlier if they had been able to have your missed appointment.
  • Most patients would like to be seen as soon as possible, so it is not normally possible to push one patient’s appointment ahead of other patients’ appointments unless for some reason it has become more urgent clinically than when it was originally booked (e.g., new symptoms since the referral suggests a risk of cancer).

You have two options to change appointments, using e-referral service or contacting the relevant hospital directly.

E-REFERRAL SERVICE

Using the e-referral service you can check your appointment details, change your appointment, cancel your appointment or cancel your referral. NHS Choices allows you to do this with a booking reference number and password or access code.

From NHS Choices
Book an appointment using the NHS e-Referral Service Book an appointment using the NHS e-Referral Service – NHS

To Log in you require

  • Booking reference number – provided by your GP practice
  • Year of birth
  • Access code or Password- provided by your GP practice

If you have forgotten/lost your login details:
Contact the practice and they can help you.

If you have your Booking reference number and login details but need assistance:
Call the NHS e-Referral Service Appointments Line for help choosing, booking, changing or cancelling your appointment.

  • Phone: 0345 608 8888
  • Textphone: 0345 850 2250

CONTACTING THE RELEVANT HOSPITAL DIRECTLY

Includes common hospitals used by Buckinghamshire Patients
Each hospital used by Buckinghamshire patients also allow you to change appointments by contacting them directly, either using the number on the appointment letter or using details on the relevant website.

For Stoke Mandeville, Amersham and Wycombe hospitals, and the community hospitals at Marlow, Chalfonts and Gerrards Cross, Buckingham and Thame (Buckinghamshire Healthcare Trust)
They recommend you call the number on your appointment letter to change your appointment. Outpatients – Buckinghamshire Healthcare NHS Trust

For Wexham and Heatherwood Hospitals (NHS Frimley Health Foundation Trust)
You are able to change appointments by phone Outpatients guide | NHS Frimley Health Foundation Trust

For Hillingdon and Mount Vernon Hospitals
Manage your appointment Manage your appointment | The Hillingdon Hospitals NHS Foundation Trust

For the Royal Berkshire and the Princes Charles eye unit (Royal Berkshire Healthcare trust)
You can rebook and cancel your appointments by text message, or over the phone.  Your Appointment | Royal Berkshire NHS Foundation Trust

For St Marks
You can change your outpatient appointment time. Outpatients – St Mark’s Hospital

patient advisory liaison service (PALS)

Only In the very unlikely event that you are unable to resolve your issues around appointments by contacting the relevant outpatient’s appointment team or directly contacting the relevant department should you escalate your issue to the patient advice and liaison service. This service is in heavy demand so please use it only if necessary.

WAITING TIMES

From NHS choices
Guide to NHS waiting times in England Guide to NHS waiting times in England – NHS

If you feel that your waiting time has exceeded the usual NHS waiting time then contact the hospital directly. Contact details for your local hospital can either be found on the letter sent to you by the hospital or from the previous question (on changing your appointment).

Please note
Most patients would like to be seen as soon as possible, so it is not normally possible to push one patient’s appointment ahead of other patients’ appointments unless for some reason it has become more urgent clinically than when it was originally booked (e.g., new symptoms since the referral suggests a risk of cancer).

patient advisory liaison service (PALS)

Only In the very unlikely event that you are unable to resolve your issues around appointments by contacting the relevant outpatient’s appointment team or directly contacting the relevant department should you escalate your issue to the patient advice and liaison service. This service is in heavy demand so please use it only if necessary.

TEST RESULTS (INCLUDING BLOOD TESTS, X- RAYS, BIOPSIES ETC) GENERATED BY A HOSPITAL CLINICIAN

In the NHS the important overarching principle which guides any test (including blood tests, X-rays, biopsies etc.) is that
“the clinician who orders the test is responsible for reviewing, acting and communicating the result and actions taken to the patient” (even if the patient has been discharged from hospital or outpatients). [ P5 discharge-standards-march-16.pdf and Duty of care when test results and drugs are ordered by secondary care ]

So normally the hospital clinician who ordered the test will feed back the result in the next appointment they have with you or write to you with the result.

GP practices will not chase or interpret and act on results generated by hospital clinicians. Not only is not part of their role but in addition, GP practices interfering with the hospital’s legal responsibility could have consequences for the GP practice and can blur accountability.

how you can contact the hospital for test results

So, if your GP practice is not able to help what can you do if you have concerns around test results generated by your hospital specialist?

If you have a concern around a hospital generated test then there are a number of options in contacting the secretary of the department you have attended to raise your query.

  • The secretaries’ direct number will be found at the top of any clinic letter after any attendance or you can ring the hospital switchboard and ask to be put through to the relevant department.
  • The department direct line can also often be found from the relevant hospital website.

For Stoke Mandeville, Amersham and Wycombe hospitals, and the community hospitals at Marlow, Chalfonts and Gerrards Cross, Buckingham and Thame (Buckinghamshire Healthcare Trust)
You can often find the contact details at the bottom of the page of the relevant department under services Our services – Buckinghamshire Healthcare NHS Trust

For Wexham and Heatherwood Hospitals (NHS Frimley Health Foundation Trust)
You can on occasions find the contact details under the relevant department page (e.g., Cardiology for heart problems) on the services page Services | NHS Frimley Health Foundation Trust. On the right-hand side of the department page, you usually have the name of each consultant and this may help when you ring the department to narrow down which is the best secretary for you to speak to.

For Hillingdon and Mount Vernon

For the Royal Berkshire and the Princes Charles eye unit (Royal Berkshire Healthcare trust)
You can on often find the contact details under the relevant department page (e.g., ophthalmology for eye problems) on the services page Our services | Royal Berkshire NHS Foundation Trust

For St Marks
You can find the contact details on the relevant department page under Services Services A-Z – St Mark’s Hospital

patient advisory liaison service (PALS)

Only In the very unlikely event that you are unable to resolve your issues around hospital generated tests by contacting the relevant department should you escalate your issue to the patient advice and liaison service. This service is in heavy demand so please use it only if necessary.

Guidance for Clinicians:

From NHSE
“Standards for the communication of patient diagnostic test results on discharge from hospital” discharge-standards-march-16.pdf

From the BMA

hospital medication queries

This is explained in detail, see questions “Who has the responsibility of prescribing medication after an NHS outpatient appointment or an inpatient stay?” and ” Can a hospital doctor choose any drug to prescribe for me?” in the section ” Organsiational medication issues frequently asked questions” under the prescriptions and medicines management section.

contacting specialist hospital nurses

If you are already under the departmental team (e.g., Heart failure team, rheumatology team you can contact the relevant Specialist Nurse for advice, just search under “the relevant department team” (e.g., Rheumatology). If you contact switch board and ask for the named nurse you will at least be able to leave a message for the specialist nurse to ring you back. If you continue to have difficulties contacting the specialist nurse then you should contact the department secretary who can relay a message to the specialist nurse.

For Wexham and Heatherwood Hospitals (NHS Frimley Health Foundation Trust)

  • Specialist Nurse Directory Specialist Nurse Directory | NHS Frimley Health Foundation Trust . The search box is just to the right side and above the blue banner “Specialist Nurses”.
  • If you still have difficulties, you can contact the relevant secretary by finding the contact details under the relevant department page (e.g., Cardiology for heart problems) on the services page Services | NHS Frimley Health Foundation Trust . On the right-hand side of the department page, you usually have the name of each consultant and this may help when you ring the department to narrow down which is the best secretary for you to speak to.

For Stoke Mandeville, Amersham and Wycombe hospitals, and the community hospitals at Marlow, Chalfonts and Gerrards Cross, Buckingham and Thame (Buckinghamshire Healthcare Trust)
There is no list of specialist nurses however there is a list of services Our services – Buckinghamshire Healthcare NHS Trust which often includes direct contact details for each department. You can contact the department for more information on the relevant specialist nurse. Alternatively, you can ring switchboard and ask for the relevant specialist nurse (e.g., heart failure) even if you do not have the name of the nurse.

For Hillingdon and Mount Vernon Hospital
There is no list of specialist nurses however there is a list of services (e.g., rheumatology)  Our services | The Hillingdon Hospitals NHS Foundation Trust which on occasions includes direct contact details for each department. You can contact the department for more information on the relevant specialist nurse. Alternatively, you can ring switchboard and ask for the relevant specialist nurse (e.g., heart failure) even if you do not have the name of the nurse.

For the Royal Berkshire and the Princes Charles eye unit (Royal Berkshire Healthcare trust)
There is no list of specialist nurses however there is a list of departments  Our services | Royal Berkshire NHS Foundation Trust which includes direct contact details for each department. You can contact the department for more information on the relevant specialist nurse. Alternatively, you can ring switchboard and ask for the relevant specialist nurse (e.g., heart failure) even if you do not have the name of the nurse.

For St Marks
Specialist Practitioners Specialist Practitioners – St Mark’s Hospital

patient advisory liaison service (PALS)

Only In the very unlikely event that you are unable to resolve your issues around specialist nurses by contacting the relevant nurse or directly contacting the relevant department should you escalate your issue to the patient advice and liaison service. This service is in heavy demand so please use it only if necessary.

Transport to and from hospital

NHS choices provide a summary and there is detailed local information in the link to transport

From NHS Choices
How to organise transport to and from hospital How to organise transport to and from hospital – NHS

There is detailed information in the section transport on how to get to hospital.

blood tests

Note: For GP generated blood tests you do not need a form as your GP will generate the form electronically in your consultation.

For Stoke Mandeville, Amersham and Wycombe hospitals (Buckinghamshire Healthcare Trust)
Blood tests Blood Tests (Phlebotomy) – Buckinghamshire Healthcare NHS Trust

For Wexham and Heatherwood Hospitals (NHS Frimley Health Foundation Trust)
Blood tests Blood tests | NHS Frimley Health Foundation Trust

plain x-rays

Note: For GP generated plain film X-rays you do not need a form as your GP will generate the form electronically in your consultation.

For Wexham and Heatherwood Hospitals (NHS Frimley Health Foundation Trust)
Information includes St Marks
Plain film X-ray Radiology | NHS Frimley Health Foundation Trust

View your personal health record online

From Hillingdon Hospitals NHS Foundation Trust
View your personal health record online | The Hillingdon Hospitals NHS Foundation Trust
Your record may include these details from your treatment at our hospitals (Hillingdon and Mount Vernon):

  • blood test results (some results have a 28-day delay before displayed in CIE)
  • x-ray and scan reports (all radiology reports have a 28-day delay before displayed in CIE)
  • letters and discharge summaries
  • appointment dates and times, both past and future

You may also see information from any recent treatment at these hospitals: Charing Cross, Queen Charlotte’s & Chelsea, Hammersmith, St Mary’s, Western Eye, Chelsea & Westminster, West Middlesex, Ealing and Northwick Park.

INPATIENT LOCAL SUPPORT - SELF REFERRAL

INPATIENT STAYS

Coming out of hospital can be much more complicated than going into hospital.

As NHS choices suggests
“If you or someone you know goes into hospital, help and support should be arranged before you go home (are discharged).” Arranging care before you leave hospital – NHS 

We have provided information how this might happen.

Transport to and from hospital

NHS choices provide a summary and there is detailed local information in the link to transport

From NHS Choices
How to organise transport to and from hospital How to organise transport to and from hospital – NHS

There is detailed information in the section transport on how to get to hospital.

GOING INTO HOSPITAL (ADMISSION)

From NHS Choices

There is much more information in the section on Transport.

inpatient: keeping in touch

For Stoke Mandeville, Amersham and Wycombe hospitals, and the community hospitals at Marlow, Chalfonts and Gerrards Cross, Buckingham and Thame (Buckinghamshire Healthcare Trust)
Keeping in touch with family and friends with the support of PALS How we support you – Buckinghamshire Healthcare NHS Trust

Most hospitals allow you to send messages to patients (see under hospital services for each hospital) but it is not clear other hospitals allow video consultations with the support of hospital I-pads. Individual hospital wards should be able to inform you if this available in other hospitals.

visiting and staying with your child

From NHS choices

decisions and support in hospital and on discharge

From NHS Choices

From Gov UK
Hospital discharge service guidance Hospital discharge service guidance – GOV.UK

From Age UK
An excellent review of being in hospital and the discharge process intended for older people but applies to younger groups. Of particular note are the two Age Uk Factsheets “Hospital discharge” and “intermediate care and reablement” at the bottom of the page which you can download. Getting help after hospital discharge Elderly care after hospital discharge | Age UK

From Carers Bucks
Covering Stoke Mandeville Hospital, Wycombe General Hospital, Amersham Hospital and Wexham Park Hospital
We can advise you on current hospital visiting protocols and infection and control measures, and help you understand the hospital process and discharge planning as it unfolds. We offer telephone information, advice and emotional support, signposting to a wide variety of practical support, also advising on the full range of carer issues. Hospital Work – Carers Bucks

From the Red Cross Home from Hospital Service
The service includes: rebuilding confidence, collecting prescriptions, offering companionship and assistance with shopping. This service is free and available to anyone living locally.

From Buckinghamshire Council
What is Discharge to Assess? What is Discharge to Assess?

patient advisory liaison service (PALS)

Only In the very unlikely event that you are unable to resolve your issues around discharge by contacting the relevant inpatient team should you escalate your issue to the patient advice and liaison service. This service is in heavy demand so please use it only if necessary.

HOSPITAL MEDICATION QUERIES

This is explained in detail, see questions “Who has the responsibility of prescribing medication after an NHS outpatient appointment or an inpatient stay?” and ” Can a hospital doctor choose any drug to prescribe for me?” in the section ” Organsiational medication issues frequently asked questions” under the Prescriptions And Medicines Management section.

FREQUENTY ASKED QUESTIONS

Overview and some general information

From NHS Choices
“About NHS hospitals, booking and changing appointments with the NHS e-Referral Service and going into hospital.”
Hospitals – NHS  Hospitals – NHS

From Patient info
NHS and Other Care Options (includes small section on hospital services) NHS and Other Care Options | Health | Patient

From Patient info
This is intended for clinicians

NHS referral process and outpatients

From NHS Choices

From NHS Choices

 

DISCLAIMER: This website is provided for information only and does not provide medical advice, diagnosis or treatment. It does not replace the advice, diagnosis and treatment provided by a medical professional. We will not accept responsibility for any loss, damage or injury that arises from the use of this website.

Links are provided for information only and though we endeavour to ensure the information is accurate, we cannot accept responsibility for the sites linked to or the information found on these sites. A link to a site does not indicate approval or support of the site. While we endeavour to make sure that downloadable content is free from viruses, we cannot accept any liability for damage resulting from a virus infection.

Skip to content