Questions
How long will I wait for an appointment?
Fill this in: realistic waiting times for a routine appointment, an urgent one and a follow-up. A real number, even an uncomfortable one, is better than a vague answer nobody can plan around.
What if I need to cancel?
Fill this in: the notice you need, how to cancel, and whether a missed appointment is charged for. Give the notice in hours and the charge as a plain figure.
Can I see the same clinician each time?
Fill this in: whether continuity is possible, how to ask for it, and what happens when that person is away.
Do I need a referral?
Fill this in: whether you accept patients directly, and which situations require a referral from somebody else.
Can I get a second opinion?
Yes, and it is a reasonable thing to want. We will give you your records to take — see Your records and privacy.
How do I get a repeat prescription?
Fill this in: how a request is made, how long it takes, and how the prescription is collected. Include what happens when a review is due first.
Can I bring somebody with me?
Yes, to any appointment, and they can stay in the room. Two people remember an explanation better than one.
Do you see children?
Fill this in: from what age, who must attend with them, and who may consent to treatment.
What if I am running late?
Fill this in: how long an appointment is held, and whether a late arrival is seen in a shortened slot or rebooked.
Why did I wait past my appointment time?
Usually because somebody ahead of you needed more time than expected, which is the same thing we would do for you. If a delay is long, reception can tell you how long rather than leaving you guessing.
Can I have the results by phone or email?
Fill this in: how results are given, how long they take, and why some of them are only given in person.
How do I make a complaint?
Fill this in: who to write to, how long an answer takes, and who to escalate to if the answer is not satisfactory. Naming the external body is a sign of confidence, not of weakness.