Outpatients - Adult

This page is a brief guide to our Outpatient services for adults coming to the hospital for the first time. It has some information to help you before your appointment and when you arrive.

Before your appointment

It is very important you are able to attend your appointment. If you need to change or cancel your appointment please let us know as soon as possible by telephone:

  • General Outpatient Appointments: 01691 404360
  • Spinal Disorders Outpatient Appointments: 01691 664930

Opening hours: Monday to Thursday 8.45 - 5.00 and Friday 8.45 - 3.45, excluding public holidays.

If you miss your appointment and do not tell us, you  may need to go back to your GP.  One week before your appointment you may be reminded about it by text.

You should allow at least two hours for your appointment, or longer if you are also coming for tests.

If you have special needs, please call the Outpatients department and speak to a member of the nursing team to discuss before your appointment. This will allow us time to put things in place for you.

Do you need an interpreter?

If you speak little or no English and you need an interpreter, please ring the Appointments team to discuss before your appointment.  Interpreters will be accessed by our staff through a telephone system and if required, for purposes of consent to treatment, face to face, but these must be booked in advance with the Appointments team.

If you require a Sign language interpreter please ring the Appointments Team to discuss before your appointment as this must be booked in advance.

 

Planning to get here

Please visit the 'Maps, Travel and Parking' page for information on travelling to the hospital and car parking.

The closest drop-off point is outside the Main Entrance.

Hospital Transport

If you qualify for and require hospital transport, you will need to contact the following during office working hours:

  • Medical Services - if your GP practice is in England or Scotland. Telephone: 01691 650541 Monday to Friday 8.00-6.00 or if out of hours: 01743 762650.
  • Welsh Ambulance Service - if your GP practice is in Wales. Telephone: 01978 725682 Monday to Friday 8.00-4.30 or if out of hours:  0845 6076181.

What to bring with you

  • Your appointment letter
  • Any medicines you are taking (prescribed, over-the-counter or herbal)
  • Money for prescriptions or proof that you do not have to pay
  • A list of questions to ask. You may find our 'Questions to Ask about your Care' leaflet helpful. 
  • Your GP's name, address and phone number
  • Any specimen(s) you were asked to bring
  • Any mobility or hearing aids, and spectacles
  • Money for refreshments, parking, wheelchair rental (£1 coin wheelchair park available just outside the main entrance) etc.
  • Pen

Would you like a Chaperone?

If you would like a formal chaperone (another health care worker) to be with you when you are examined, please tell a member of staff. If there is no suitable chaperone, you may have to wait until a chaperone becomes available, or even reschedule your examination to a time when the chaperone can be with you.

If you feel uncomfortable about the number of people in the examining room, tell us, and we will do our best to have fewer people in the room.

Mobility Scooters

Patients who use mobility scooters are kindly requested to leave them outside of the Outpatients Department, as emergency access is needed in all areas.

Hospital wheelchairs are available to hire at a cost of £1 and can be obtained from the main entrance. If you require any assistance, please ask a member of staff who will be happy to help.  Thank you for your co-operation.

If you have any concerns

PALS is a patient friendly, easy to access service designed to provide a personal contact point to assist patients, relatives and carers.  If you have a problem that you have not been able to sort out PALS can help you resolve it. Please visit the PALS page for contact details and further information.

When you arrive

Your appointment letter should tell you where to go, but if you are unsure ask at the main reception desk. 

Please check in at the self check-in kiosks in the main entrance and make sure that we have your correct address and GP details. If you need assistance please ask at the main reception desk.

We understand that visiting hospital can be a disorientating and unsettling time for anyone, and that hospitals are busy places which can be overwhelming at times.  We want to support you and your family/carers to reduce any anxiety.  It is important to us that is there is anything you are worried or concerned about that you ask a member of the Outpatient team.  If they cannot answer the question themselves they will guide you to the right person to ask.

If you or your relative has special needs, whether physical or relating to mental health, please let one of the Outpatient team know on your arrival in the waiting area and we will do our best to assist you.

Waiting in clinic

Seating space is limited, so if you need to have someone to accompany you, please try to limit it to just one relative or friend. Delays can occur but our staff should always tell you the reason.  If you have a special reason why waiting is difficult, please let us know.  If you feel concerned about your waiting time, speak to the clinic nurse or receptionist.

Everyone is seen in order of their appointment time, not in order of their arrival.

At your appointment 

Your doctor and clinical team will make sure you are involved in any discussions or decisions about your treatment.  You are entitled to a clear explanation of your condition and your treatment choices - including any risks and benefits there may be.  So please ask if there is anything you are not sure about.

Teaching and Research

We are teaching hospital, so we might ask your permission for health care students to sit in during your consultation.  You need not have students present if you are worried about it.

You could also be asked to take part in a research project while you are a patient with us.  We will always ask for your consent and you will be told fully what is involved.

Your care will not be affected in any way if you choose not to take part in teaching or research.

After your appointment

You may need a follow up appointment. If it is within one week, the main outpatient reception staff may arrange this for you at the time but if it is longer then we will write to you.

After your appointment we will write to your GP.  We also send you a copy of this GP letter.

Prescriptions

Prescriptions given to you by your doctor or nurse must be collected from the hospital Pharmacy. If this is written out of the hospital Pharmacy opening hours, we will provide you with a different prescription to take to your local chemist. See the Pharmacy page.

Claiming for travel fares

If you receive benefits or tax credits you may be entitled to claim for your travel.  Please bring proof of your benefits or tax credits entitlement to the Hospital and take it to the Post Office in main reception.

For your safety and security

Please do not bring valuables to the hospital or leave your belongings unattended.  The Hospital cannot be held responsible for items that are lost or stolen. Staff cannot take responsibility for personal belongings.

We are working hard to prevent and control infection. You can help by washing your hands (with soap and water or alcohol gel) at the start of your visit and again before you leave the hospital.  If you see anyone or anything that concerns you, please tell a member of staff straight away. Visit our Infection Prevention and Control page for more information. 

Mobile telephones and Wi-Fi

You can bring mobile phones into the hospital, but they can cause distrurbance in some areas.  Please ask staff if it is appropriate to use your phone in whichever areas you may be.

Please see the Wi-Fi page for information on our free Wi-Fi access.

No smoking policy

Smoking, including electronic cigarettes is not allowed inside or outside the hospital grounds.

Refreshments

Food and drinks can be purchased from Denbigh's Restaurant and the League of Friends Cafe. Visit the Facilities page for opening hours and further information. There are also vending machines. Please note that there is limited availability at weekends and public holidays.

Don't eat or drink before your appointment if you have been asked not to or your appointment may have to be cancelled.  If you are not sure if you can eat of drink please ask the clinic nurse.

 

Zero Tolerance

It is your right to be treated with courtesy and respect at all times. Our staff are entitled to be treated the same way and should be able to do their jobs without fear of abuse.  We will take action over incidents of unacceptable behaviour.

 

Patient Safety Briefing 

Based on the concept of safety advice given on aeroplanes before they take off, patients can now watch a two and a half minute film to help them look after themselves during their hospital stay.

Watch the Patient Safety Briefing film

Please note: that this film is hosted by Vimeo. By clicking on the link you will be leaving our site. Vimeo may have a different privacy policy to our own and we are not responsible for their site.

You can also download the accompanying booklet Making your stay with us safe (PDF) - please note this is an external link.