You are here: Home → Patients → Frequently asked questions

Frequently asked questions

How do I book, change or cancel my appointment?

You can book online using the information provided in your Appointment Request letter. You can also contact the Appointments Line on 0345 6088888. They will be happy to book your appointment for you. Sometimes hospitals do not have their appointments linked to Choose and Book and when this happens, you need to contact the hospital directly to book your appointment. This will be indicated on your Appointment Request letter by a picture of a phone next to the relevant clinic.

If you are calling your local hospital to make an appointment and cannot get through, this could be because the hospital is getting a large volume of calls. If this happens, you can contact your local Patient Advice and Liaison Service (PALS), who can ask the hospital to get in contact with you. You can get details of your local PALS from your GP surgery or online.

If you are calling The Appointments Line and cannot get though, this may be because the service is also getting a large volume of calls. If this is the case, you will get a message telling you that the service is busy and asking you to call back later. On many occasions, although the automated message asks you to call back, your call will be answered fairly promptly.

For complaints about the service you received from the Appointments Line, email directly to bact@nhsdirect.nhs.uk

What do I do if I have not got my reference number and password details?

If you do not have this information, you should contact your GP practice who can provide you with this so that you can book your appointment. The national Choose and Book team do not have access to your personal information so cannot provide this for you.

Why do I get the message "no appointments available"?

This is because the hospital has not released any appointments into Choose and Book. Individual hospitals are responsible for making their appointments available through Choose and Book to make sure patients and GPs and other referrers can book electronically.

You now have the option to contact the clinic where you wish to book your appointment and they will contact you once an appointment is available.

Do I have a choice of hospital for my treatment?

All patients now have the right to choose which hospital provider they are referred to by their GP/referrer. This legal right, which was introduced in April 2009, lets patients choose from any hospital provider in England offering a suitable treatment that meets NHS standards and costs.

Now patients can choose which hospital they are seen in according to what matters most to them, whether it's location, waiting times, reputation, clinical performance, visiting policies, parking facilities or patients' comments. Patients can also choose to go to independent sector providers who have a contract with the NHS.

A choice of hospital is available for most patients and in most circumstances. Exceptions include emergency and urgent services, cancer, maternity and mental health services. If you need to be seen urgently by a specialist (for example, if you have severe chest pain), your GP will send you where you'll be seen most quickly.

For more information about hospital choice visit www.nhs.uk/choices

Can I choose which consultant I see?

Patients who are referred for a first outpatient consultant-led appointment are able to choose from any clinically appropriate provider in England, and from April 2012, people will not only be able to choose where they are treated but who provides their secondary care services.

Providers are already listing named clinicians against their services on Choose and Book, and from April 2012, patienst will be able to choose which named consultant-led team they would like to be referred to as long as it is a clinically appropriate option for their referral.

A named consultant-led team is where a consultant retains overall clinical responsibility for the service, team or treatment. The consultant will not necessarily be physically present for each patient’s appointment, but he/she takes overall clinical responsibility for patient care.

Why have I been sent a reminder letter (or letters) about my appointment?

For routine appointments, The Appointments Line automatically sends out two letters to remind patients to book their appointment. For routine appointments, the first letter is sent 14 days after the patient has been referred by their GP/referrer and, if the appointment is still not booked, the other letter is sent another 14 days after the referral.. Letters are sent out sooner for more urgent referrals.

Sometimes these letters are written and sent just before or as you make your booking.

Sometimes the hospital you have booked your appointment with is using a system that is not yet linked to the Choose and Book service. This may mean that extra copies of letters are written and sent unless the hospital updates Choose and Book.

Why have I been locked out?

Choose and Book uses record locking to protect the confidentiality of each patient's appointment requests. As a security measure, if somebody experiences a system error this lock remains in place. After 30 minutes of inactivity Choose and Book removes the lock but if you are still having difficulties, you can contact The Appointments Line on 0345 608 8888 who can remove the lock for you.

Why have I not received a confirmation letter?

You may not get a confirmation letter from your local hospital as some hospitals choose not to send confirmation letters. If you are worried, and cannot print your confirmation yourself via the Choose and Book system then you should contact the hospital directly to make sure they have a record of your appointment.

Alternatively, you can contact the Appointments Line on 0345 6088888 who will be able to look into your appointment details for you.