FAQ - Frequently Asked Questions

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We hope that this section will answer some of your questions. 

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For all inquiries relating to your care please contact our head office, on: 020 8519 3606. 

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1. Can I change my appointment date and time?

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Yes, you can. Please call our head office (020 8519 3606) for any queries relation to your appointment. Our staff will be happy to help you, where possible, with your request. All we ask is that you give us 48 hours notice of any change you wish to make. This allows us to find other patients to fill the appointment slot that you were booked into.

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2. Can I request a different doctor? 

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We generally recommend that you stay with with the same doctor throughout your time with us. This guarantees continuity of care. However, if you wish to change for a valid reason, such as: you would prefer a doctor of a different gender, we will do our best to accomodate you.

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3. Why have I received a letter because I Did Not Attend (DNA) my appointment?

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If you fail to attend an appointment we will send you a letter informing you that you Did Not Attend (DNA). This work slightly differently for each service; in some cases it is for missing one appointment, while in others it is two. But do not worry just follow the instructions in the letter and you will be able to re-book your appointment. Please note that if you miss multiple appointments then you may be discharged back to your GP.

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4. A family member is your patient but does not speak very good English, what should I do? 

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We can also arrange for a telephone translation service: Language Line to provide this service. However we require 48 hours notice to arrange this. If the patient feel more comfortable with a trusted family member or friend to translate for them then this is also an option.

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5. My doctor ordered some test, can you give me the results over the phone? 

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Unfortunately our administration staff cannot give out test results very the phone. The doctor will go through the results with you during your follow-up appointment, or if you have been discharged back to your GP, they may request that they do this. 

If the results of your test require urgent action we will contact you.

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6. I have a question for my doctor can you give me their contact details?

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Unfortunately we cannot give this information to patients. We can forward your query to the doctor and then contact you with their response.

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7. I require a copy of my medical records, how can I get them? 

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You can request your medical records by phone, in person or by email. Ideally we prefer that you do this by  email as we must keep records of such requests. Once you have outlined your request you will be required to complete and sign a consent form. We will then proceed with your request in line with current legal guidance. Our time frame for completing requests is 28 days. However, if the request requires a large amount of data processing in may take longer. 

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Please see our 'Patients' section for more information on how we use your data. 

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8. Can I be seen as a private patient?

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Unfortunately we cannot see any private patients. 

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9. Can I have a chaperone during my appointment?

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Yes you can. Just make the request to the clinician and one will be provided for you. You can also ask a member of your family of a trusted friend to act in this capacity, though we usually recommend that someone who has been trained to be a chaperone fill this role. Please be aware that clinicians also have the right to ask for one of our members of staff to act as a chaperone.