Outpatients
What is outpatient care?
Outpatient care means attending a clinic appointment without staying overnight in hospital (which is inpatient care). If your GP or another healthcare professional refers you to a specialist with expertise in a particular condition or disease, you will be added to the waiting list and sent a first (or ‘new’) appointment when one becomes available.
At this appointment, the clinical team may:
- Arrange tests.
- Offer advice.
- Provide treatment.
You may be offered follow-up appointments until your condition has been treated. Once your care is complete, you will be discharged back to your GP, who may continue to support your healthcare needs.
NBT move makers
At Cossham Hospital and the Brunel Building at Southmead Hospital, we have a team of volunteers known as Move Makers. You can normally find them near the entrance, wearing bright green or pink polo shirts. They can help with:
- Appointment check-in.
- Wheelchair assistance.
- Sighted guidance.
- Directions and general support.
If you need help finding your clinic or moving around the building, just ask one of the team.
A buggy service is also available in the Brunel Building for patients who need additional assistance.
Appointment changes
When you receive an outpatient appointment letter, please check that you are available and can attend on the date and time given. You do not need to contact us to confirm this.
If you cannot attend and need to cancel or reschedule, contact us as soon as possible.
- Alternative appointments may not be available immediately, and you may return to the waiting list.
- Mondays are our busiest day, so you may experience longer waits.
- You can cancel by email if you prefer.
Most outpatient appointments are booked by Centralised Outpatient Services, but some services use their own booking teams. Please check your letter for the correct team contact details.
Centralised Outpatient Services
Telephone: 0300 555 0103
Information we need
To protect your privacy under the Data Protection Act, we will need the following information when you phone or email, so that we can deal with changes to your appointment:
- First name and surname.
- Date of birth.
- First line of your address.
- Hospital or NHS number.
We ask that you treat all our staff with kindness and respect. Our booking teams are administrative staff who are not clinically trained. Please do not share detailed medical information with them.
Patient contact information
We will send appointment letters, texts or emails to the contact details we currently hold for you. If you need to update your contact information, please tell us the next time you call or visit the hospital, or update using the NHS App.
If you’ve changed your name or address, you will need to inform your GP Practice, as they are the primary holder of your health records. Any updates you make with your GP or through the NHS App will automatically update our hospital systems.
If you have ever had a temporary address, please let your GP know that you are no longer there. If the temporary address is not end dated by your GP Practice, we may continue to use old or incorrect contact information.
What to expect at your appointment
When you attend your outpatient appointment, you will be seen by a consultant doctor or member of their clinical team. This may be a non-consultant doctor, nurse or other healthcare professional with specialist expertise.
You may be seen by a female or male member of staff. If you have a preference, please contact the relevant Booking Team when you receive your appointment letter.
During your appointment, you may need an examination, tests or treatment. You may be asked to undress or remove some items of clothing for the examination.
You are welcome to bring a family member, friend or carer with you. However, please avoid bringing children where possible, as they cannot be left unattended.
To help you and the clinical team focus fully on discussing your health concerns, please put your mobile phone on silent or switch off during your appointment.
Only urgent or essential medications in small quantities will be prescribed during your outpatient appointment. Regular medicines will continue to be prescribed by your GP in the usual way.
Digital communications
NBT now send digital communications to patients, supported by our technology provider DrDoctor. Most outpatient services use this, which allows us to contact you by text message and/or email.
- Visit NBT Digital Communications for more information.
- Messages will come from phone number 07860 039092.
- Appointment letter will be sent online.
- If it is not opened within 48 hours, a paper copy will be sent to you in the post.
- Appointment reminders will be sent closer to the appointment date.
- Video appointments can be arranged in some services, and in this case a link will be sent to you by text a few hours before your online appointment.
As we embed this new technology, you may receive duplicate communications, either digital or paper letters. We are working on this and thank you for your patience.
We understand that not all our patients wish to receive digital communications. You can opt out (stop) digital messages by:
- Replying directly to the text message.
- Using the DrDoctor website.
- Contacting the Booking Team listed in your appointment letter.
Appointment type and location
NBT holds outpatient appointments at several locations, including Cossham Hospital and different locations at Southmead Hospital. Most appointments are in-person (face-to-face), but some may take place by telephone or video. The type of consultation you receive will usually be decided by the clinical team.
Please check your appointment letter carefully to see the location type of your appointment before you travel. If there is a difference between your letter and your text reminder, please contact the Booking Team noted at the top of your letter.
Waiting in clinic
If you have been waiting more than 30 minutes for your appointment and have not been seen, please speak to the receptionist to let them know you are still waiting. They can check how much longer you may need to wait. Our clinics and buildings are busy, and we want to be sure we are aware of every patient who is waiting.
Some patient appointments may take longer than expected, which can lead to delays. We appreciate your patience and understanding. As you may need to see more than one member of the clinical team, or have tests during your visit, please plan to be at the hospital for several hours.
Telephone appointments
Not all services are able to offer telephone appointments. If the specialty service is able to provide a telephone appointment, you may receive a call before or after your scheduled time. Please allow 45 minutes either side of your appointment time.
If you have not received a call within this timeframe, please contact the Booking Team at the top of your letter so that your appointment can be rearranged.
Hospital transport
Hospital transport is arranged by your GP, who will see if you are eligible based on strict national criteria. If you think you may quality, please speak to your GP Practice directly.
The hospital does not arrange or manage transport services, but there are several independent transport providers who operate in the area.
It is important that you keep the number of your transport provider safe, as you will need this for future journeys.
Inform your provider if your appointment is cancelled or rescheduled, as they will need to change your transport.
Patients using hospital transport may experience a waiting time of 2 to 4 hours after their appointment, before being collected. Please bring along essential medication such as insulin and snacks or drinks with you. If your appointment is booked for late afternoon, we recommend that you contact the Booking Team on your appointment letter, to check if your appointment can be moved to an earlier time.