We saw over 246,000 outpatients last year across the SASH outpatient departments and this number is increasing year on year.
We hold approximately 1,450 outpatient clinics per month across the following six sites:
East Surrey Hospital, Canada Avenue, Redhill, Surrey, RH1 5RH
|Main outpatients||Purple section
Ground floor, nearest the main entrance
|Limpsfield Ward||Purple section
Many eye appointments will be on Limpsfield Ward
|Chipstead Clinic||Orange section
First floor, nearest the East Entrance
Crawley Hospital, West Green Drive, Crawley, RH11 7DH
Horsham Hospital, Hurst Road, Horsham, West Sussex, RH12 2DR
Caterham Dene Community Hospital, Church Road, Caterham, Surrey, CR3 5RA
Oxted Health Centre, 10 Gresham Road, Oxted, Surrey, RH8 0BQ
Each outpatient department is managed by an outpatient sister or charge nurse who is supported by a mix of registered nursing staff, nursing assistants and reception staff.
Before your outpatient appointment
When your GP has decided to refer you for an outpatient appointment a referral letter will usually be sent to the Outpatient booking office. This letter is then logged on our Patient Administration System on the date received and then usually sent to the relevant consultant for prioritisation. The consultant will then decide whether the appointment is “routine” or “urgent”. The letter should be returned to the Outpatient booking office within 72 working hours after which your appointment will be arranged.
Choose and Book: Your GP may enable you to book your appointment using the National Choose & Book System. If this is the case the information will be provided at the time.
Please be aware that there will be occasions when a decision is taken by your GP or one of our consultants that your appointment is considered more urgent than another. If this is the case it is common for you to be contacted by our appointment officers to arrange this. We would appreciate it if you could make every effort to take the first available appointment offered.
Your appointment letterIn general, once your appointment has been made, you will receive a letter confirming the details and any samples you need to bring. Please read your letter carefully along with any enclosures you may receive. Remember to check the location of your appointment. There will be occasions when you will be contacted by telephone to arrange and confirm the details of your appointment especially when your appointment is at short notice.
We have an outpatient appointment management system to help manage telephone queries and reduce missed appointments. This will mean that you will be automatically reminded of your outpatient appointment 7 days prior to the date of the appointment on either your home or mobile phone. You will have the option to confirm your attendance, to reschedule it or to cancel it. If you wish to reschedule or cancel you will automatically be put through to the Outpatient booking office. A further automated reminder will be sent 2 days before your appointment. Where appointments are either rescheduled or cancelled the original appointment can be allocated to another patient.
If you do not wish to receive an automated call please advise our Outpatients booking office on 01737 784 000.
Contact the Outpatients booking office
Telephone: 01737 784 000
You can contact the Outpatients booking office to change or cancel your appointment. The office is open for calls between 9-5pm Monday to Friday. Outside of these hours a message can be left which will be responded to the next working day.
When contacting the Outpatients booking office please ensure you have your appointment letter to hand. When you ring you may find you are in a queue. If you do not wish to remain in the queue, you will be given the option to hang up without losing your position in the queue. As soon as one of our appointment officers becomes available they will automatically call you back.
On the day of your appointment
What to bring with you
It is helpful to bring the following with you when you attend your outpatient appointment:
- Your appointment letter
- Any information enclosed with your appointment letter
- Any samples requested
- Any medication you are taking
- Money to pay for car parking, prescriptions and refreshments
Please report to the outpatient reception desk when you arrive. You will be checked in and any details will be confirmed against your health records (notes) and patient administration system to ensure contact information remains up to date and accurate. If your appointment is at East Surrey Hospital, you can also check in using one of the self service kiosks.
You will also be given a “Your care matters” card when you first check in by one of the receptionists. Following your visit we would very much appreciate your feedback on the care you received so that we can continually improve the service we provide.
Every effort is made to ensure that you are seen within 30 minutes of your appointment time. However, it is wise to allow more time as delays which are beyond our control can occur.
Unfortunately we are currently experiencing a high volume of appointments across many clinics which may delay the time you are seen. Information will be provided via the outpatient staff and notice boards should a delay be experienced. We do apologise for any inconvenience caused and are currently working to improve the outpatient service provided.
Your consultation and students
Our clinical staff work in teams under the leadership of a consultant and can comprise of nurse specialists, doctors, therapists and other allied health professionals as well as nursing students. You may not always see the consultant named on your visit but will see a member of their team.
As we are an Associated University Hospital of Brighton & Sussex Medical School medical students may be present.
If a nursing or medical student is to be present during your consultation and you would prefer they were not present please let a member of staff know.
After your consultation
If you need further tests or investigations the clinical staff will explain this to you and what you need to do and whether a further follow-up appointment is required.
You may also be given a clinic outcome form (yellow in colour) which you should take to the outpatient reception desk before leaving the department as this form logs what had been done and what needs to happen next.
It is usually possible for a further follow-up appointment to be made at the outpatient reception desk. However there may be occasions when this is not possible. Please be assured that you will be contacted at a later date if this is the case.
After you have attended your appointment, you will receive a copy of the letter sent by your consultant team to your GP about your outpatient visit.
Following your visit we would very much appreciate your feedback on the care you received so that we can continually improve the service we provide. Please refer to the information on the back of the orange card “Your Care Matters” that you will have been given when you first checked in and which can be done after you have left the hospital.
Although interpreter assistance is usually arranged at the time of your appointment please contact the Outpatients booking office on 01737 784 000 if you are unsure or require any other special assistance at all in the outpatient departments.
If you do not attend your appointment
If you do not attend your first appointment and have not previously contacted us, you will be logged as “Did Not Attend”. In this case the Consultant will review your case and you will receive confirmation of a new appointment by post if he/she feels this is necessary.
If you do not attend for a second time you will be returned to your GP who can re-refer you if necessary.
If you have a complaint about your appointment
We realise there is always room for improvement and welcome your feedback. In the first instance you should try the informal approach by making your complaint known to a member of the outpatient staff or outpatient booking office staff who should be able to resolve the complaint at the time.
Alternatively you may wish to contact the Patient Advice and Liaison Service (PALS) on 01737 231 958 who are able to support you to resolve the concern informally within an agreed timescale. However if you do not wish to pursue the informal route or the complaint warrants a more formal route then you should contact the SASH complaints department.
Concerns, comments and complaints
If you are unhappy with any aspect of your care or the service you receive in your outpatient clinic, please speak to a member of clinic staff as soon as possible.
If you are still not satisfied, please contact PALS (Patient Liaison and Advice Service) situated in the hospital’s main reception, adjacent to Boots Pharmacy.