Important patient information about our outpatient clinics

We are updating the way our clinics are organised in our electronic patient record system. 

We recently contacted patients by text message to ask if they still needed their appointment. We are now updating the way our clinics are organised in our electronic patient record system. Over the next few months, you may receive additional messages from us about your appointment. This explains what is happening and what to expect.

What is changing?

Next year, we are moving to a new electronic patient record system. It will improve how we schedule outpatient appointments, helping us use our clinic time more efficiently and provide fairer access to care.

To prepare for this change, we need to reorganise some of our current clinic schedules. As part of this work, your appointment may need to be moved into a new time slot. Your appointment time and/or date may change. 

What are the benefits to you?

• Our new system gives you fairer access to care and is more efficient.
• Appointments that are no longer needed can be offered to others on our waiting lists.
• When rebooking first appointments, we will take into account how long each patient has already waited.
• Standardising clinic times across our hospitals will improve the consistency of patient care. 

How does this affect you?

Between July and August 2026, our system will send you an automatically generated notification telling you that your appointment has been cancelled. You do not need to contact us - we will automatically arrange a new appointment for you. 

We aim to send you a new appointment within 28 days of the cancellation notification. If you do not receive a new appointment within 6 weeks of the cancellation, please contact our call centre on 020 8333 3216.

Thank you for your patience while we make these improvements.

Frequently Asked Questions

• What if I am unavailable for my new appointment?

  Once you have received confirmation of your appointment, if you need to rearrange it to an alternative time, please contact the outpatient call centre on 020 8333 3216. If no appointments are available when you call, we will add you back to the top of the waiting list for the next available appointment.

• Does this mean I will have to wait longer?

  Where we need to reschedule appointments, we are carefully planning this to minimise disruption to patients. We will prioritise patients based on clinical need and how long they have already been waiting. The overall wait for many patients will not significantly change. 

• Do I need to respond to the cancellation message?

  No. We will send you a new appointment within 6 weeks of cancellation. If you have not received a new appointment within 6 weeks after the cancellation, please call our call centre on 020 8333 3216

• How will I be communicated with?

  You will receive messages about changes to your appointments by text message (SMS) or from a notification from the NHS App (if you are signed up to this), otherwise you will receive a printed letter. 

If you don't need your appointment, please contact the outpatient call centre on 020 8333 3216.