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Questions and answers

This section provides answers to the most frequently asked questions from professionals.

About Patient choice Service overview Your treatment Discharge Other frequently asked questions Range of treatment
About Patient choice
  • What is patient choice?
    The Department of Health wants to give you more choice about where you can be treated.

    Netcare has been working with its sister company, BMI Healthcare, to enable GPs to refer and book appointments at a number of BMI hospitals, for a wide range of elective procedures.

    All treatment is free for NHS patients.
Service overview
  • Can I be treated at the weekend?
    Yes. Some outpatient appointments and some admissions can take place at the weekend, although this will vary depending on the type of treatment you are having. If you want a weekend appointment, we are more likely to be able to provide one if you can be flexible about the location of the hospital.
  • Who gets confirmation of the appointment?
    Once you have chosen the hospital, date and time of your appointment and your booking has been confirmed, you will receive an appointment letter confirming the details. A copy is also sent to your GP.

    The letter will provide details of where you need to go for your appointment, and any instructions that you may need to follow in preparation of your appointment.
  • Can I be referred more than once?
    Yes. You will be able to be referred for more than one condition on separate occasions.

    For each treatment you will receive detailed information on your care based on best practice evidence produced by the National Institute of Clinical Excellence.

    Further details can be found at www.nice.org.uk
  • Can I be referred to more than one BMI hospital at a time?
    Yes. You may be referred to more than one hospital because different hospitals may specialise in different treatment and procedures.
  • Does every BMI hospital offer all types of surgery?
    No. Each hospital publishes a Directory of Services on Choose and Book of the available services provided.

    However, the BMI hospitals do cover the majority of common surgical procedures so you can choose the most suitable hospital.
  • How long will I have to wait?
    You can choose when and where you want to be treated.

    We will update the available appointment slots on the Choose and Book system every night. Once a slot is booked, it is ‘locked’ to prevent any double booking from happening.

    Your waiting time is likely to be shorter if you can be flexible about when and where you can attend an appointment.
  • Can I re-schedule my appointment once it is booked?
    Yes. Appointments can be cancelled and new ones chosen, depending on your preference.
Your treatment Discharge
  • What happens when I'm discharged?
    Discharge planning begins at admission. Your discharge requirements will be considered at each stage of your care treatment.

    You will only be discharged when the doctor confirms you are fit to be discharged following surgery. Depending on the type of procedure you have had, any requirements for wound dressing after surgery will be made before discharge.

    If you requires ongoing medication you will be given seven days supply to ensure continuity of treatment. You will be asked to visit your GP’s surgery to get further supplies if appropriate.

    This will be discussed with you before you leave hospital.
  • What happens if I am unwell after being discharged?
    In the unlikely event that you experience a problem, you will be advised to contact the hospital where you were treated.

    Depending on the problem, you may be reassured over the telephone or asked to return to the hospital where you were treated.

    If your symptoms are serious, you must call an ambulance or go to your nearest Accident & Emergency department.
  • Will there be a record of my treatment?
    Yes. A letter will be sent to your GP, detailing the treatment you have received and intended follow-up care. You will receive a copy of this letter when you are discharged.

    Additional details will be provided where these are considered helpful.

    You will be given a discharge summary when you leave the hospital for reference.
Other frequently asked questions
  • Can the consultant see my NHS medical records?
    Yes. If you have existing NHS records that are relevant to the treatment you are receiving, the consultant will be able to request that your medical records are forwarded before treatment.
  • Will transport be available for my appointment?
    If you are entitled to transport as an NHS patient, then arrangements will be made through the local NHS transport networks.

    Your local primary care trust decides whether patients are eligible for NHS transport.
  • What happens if I change my mind about the appointment?
    If you wish to change or cancel an appointment, please contact either your GP or the hospital directly.
  • What happens if things go wrong?
    In the rare event that things go wrong or you feel you need to make a complaint, please speak to the hospital’s Patient Liaison Officer who will try to ensure the issue is resolved straight away.

    We take any concerns and complaints very seriously and expect the majority of problems to be resolved at a local level.

    However, if a problem is not resolved satisfactorily, please contact the ECN Programme Director (ecn@netcare.co.uk ) or alternatively, the Healthcare Commission by visiting their website www.healthcarecommission.org.uk

    All hospitals in the ECN are inspected by the Healthcare Commission, which regulates independent and NHS hospitals.
Range of treatment