Outpatients

Image of staff member in clinical setting

About outpatients

We see over 400,000 outpatients each year across a wide range of services and sites.

In addition to our Royal Surrey site in Guildford, we also hold clinics at Haslemere, Cranleigh, and Farnham Hospitals, as well as multiple other locations across Surrey and Hampshire.

We are also introducing a number of new appointment types, recognising that coming to hospital can be quite disruptive to your day. These include: telephone or video appointments; ‘straight to diagnostic tests appointments’; group clinics, virtual clinic reviews and advice and guidance. For more information about the different clinic types, please click here.

When you are first referred to us

A doctor will review your referral and decide on the best way to manage your care needs, including the most appropriate appointment type for your condition.

There are a number of different appointment types available. These include:

If the doctor decides that the best option for your care is to manage your referral via a virtual review option, all of your clinical information and results will be reviewed by the most appropriate clinical expert.

It is also important to note that this does not mean that your care is not as good because you have not been personally seen by a doctor, nurse or other healthcare professional.

Our alternative appointment types are there to ensure that attending your medical appointment does not disrupt your day-to-day life as far as possible.

How we will tell you about your appointment

We will write to you or call you to confirm a date and time for your appointment.

We will let you know all the information you need regarding your appointment, including anything you need to bring such as, medication, samples – or diagnostic tests we would like you to go for.

If we let you know about your appointment by letter, please read this carefully as it will confirm the location or type of appointment we have booked for you.

You may receive a text reminder to your mobile or a call from us up to seven days before to your appointment.

If you want to opt out of this service please email us rsc-tr.OPDApptCentre@nhs.net or contact the Appointments Team on 01483 464 002 advising us that you wish to opt out.

To cancel or rearrange...

To cancel or rearrange…

Please give us as much notice as possible if you need to cancel or rearrange your appointment (whether a remote or face to face appointment) by calling the number on your letter or given to you at the time of booking.

Patients who do not attend their appointment may be discharged back to their GP. 

Did you know that patients who do not attend for their appointments cost the NHS on average £160 for each missed appointment?

About 7 per cent of our outpatient consultations are missed with no notification – these are not only costly but also result in longer waiting times for other people who need to be seen, which can delay treatment. 

If you think you are going to be late on the day, please telephone 01483 464 002 and we can communicate a message to the appropriate clinic for you.

National Telephone Appointments Line (TAL) Customer Services line

Monday to Friday 8:00am to 8:00pm [excluding bank holidays]
Bank holiday opening hours are 8:00am to 4:00pm (closed Christmas Day)
Telephone: 03456 088 888
E-mail: enquiries@hscic.gov.uk
Internet: www.nhs.uk/referrals

Confidentiality and your information

Protecting your information is important to us, so if you do contact us you will be asked some security questions before we can assist you.

If you need an interpreter or signer

Please contact our Patient Advice and Liaison Service (PALS). 

Patient Advice and Liaison Service [PALS]

Monday to Friday 9:00am to 3:00pm [excluding bank holidays]
E-mail: rsc-tr.PALS@nhs.net
Write: PALS Service
The Royal Surrey County Hospital
Egerton Road
Guildford
SURREY
GU2 7XX

On the day of your appointment

Please remember to bring with you:

  • Your appointment letter
  • Any samples as requested
  • Please bring a list of any medication you are taking
  • Change to pay for
    • Car parking if you are driving,
    • Prescribed medication following your appointment
    • Refreshments

If you are attending the Eye Clinic/Ophthalmology and you wear glasses for reading or for distance vision, please bring your glasses with you.

Parking

Parking can be difficult at peak times during the day, so please leave extra time to allow for parking.

If you are attending The Royal Surrey County Hospital, our main car park is pay and display, so please bring plenty of change with you. There are top up machines located in the hospital if you are longer than expected at your appointment.

Please make a note of the bay number where you have parked in case you need to top up.

If you are attending Haslemere Hospital, there is limited free parking adjacent to the Outpatients Department.

If you are attending Cranleigh Hospital, you will need to park in the payable public car parks in the village that are located behind the hospital.

When you arrive

The location of your Outpatient appointment will be included in your appointment letter, please help us by arriving on time for your appointment.

When you enter the main entrance of the hospital you will enter on Level B, this is the same level as most of our Outpatient Clinics. If you are unsure of where you need to go or need some assistance with directions, please ask at our reception desk located in the main entrance.

Please make your way to the appropriate location. Most outpatient departments now have self-check in screens for you to use. Once you have checked in, please take a seat in the adjacent waiting area.

We aim to see you within 30 minutes of your appointment time, although some patients need longer and unexpected delays can happen. You will be able to check the progress of the clinic on the information screens in the waiting areas. If you have any concerns regarding the waiting times, any questions regarding your appointment or you cannot see you details on the information screen please ask a member of the nursing team.

Your consultation

Your appointment will be with one of our consultants who may have a team of junior doctors and nurses that work with them. You may not always see the consultant named on your letter, however you will be seen by a member of their team who is familiar with your case.

There may be medical or nursing students present during your consultation. If you would rather they were not present during your consultation please let a member of the nursing team or a doctor know.

After your consultation 

If you need further tests, investigations or procedures, the doctor/ nurse will explain what you need to do or where you need to go. Where possible we will arrange for these to be completed on the same day. Other tests or investigations will require you to re attend another day and these departments will contact you to arrange an appointment date and time.

If you need to have a procedure or an operation, you will be contacted by the Admissions Team to arrange a date and provide instructions after you have left the hospital.  If you have any questions and concerns regarding your inpatient stay you can contact the Admissions team. 

Admissions Team

Opening times: Monday- Friday 08:30 – 17:00
Telephone: 01483 464 102
E-mail: rsc-tr.AdmissionDepartment@nhs.net

If the doctor/ nurse would like you to book a further appointment you may be able to book this at the reception desks. If the reception team are unable to book your next appointment we will request that our Outpatient Appointment Centre will arrange this for you.

Pharmacy

Pharmacy is located on level B for Outpatient prescriptions.

Monday to Friday – 9:00am to 5:45pm.

Royal Surrey Charity