We have invested £1.5m to transform our Main Outpatients Department. The initial phase of this redevelopment was completed in June 2016 and we opened our new Main Outpatient Entrance on Monday 13th June 2016 where you will now find check in kiosks linked to a patient calling system that will direct you to the various elements of your appointment using large information screens within the outpatient areas. We have a new appointment desk, a new café, and new open plan ground floor and upstairs waiting areas. In addition, you will now find our new phlebotomy rooms just inside the new main entrance in an area where we also hold our anticoagulation clinics. The second and final phase of this work, which completes improvements to the outpatient waiting areas, provides new patient toilet facilities, and refurbishes x ray reception, x ray waiting areas and x ray changing facilities started in August 2016. During this second phase of works, patients for x ray need to go to the main outpatient appointment desk when they arrive (because our radiology reception area is out of action) and wait in the main outpatient waiting area. Please bear with us. We have staff and volunteers on hand to help you when you arrive.
Last year, more than 354,000 appointments were held in our Outpatients Department.
If you are coming for an Outpatient appointment, you may find it helpful to have a read through the guide to outpatients on this site. It details the location of various clinics, what to expect when you visit Outpatients, how we hold information about you and how to get to the hospital.
If you have any appointment query, please contact the teams on the following numbers:
If you wish to cancel an appointment and you do not wish to rebook please email firstname.lastname@example.org. Please note that as you do not wish to have a further appointment you will be discharged back to your GP.
If you need an x-ray or ultrasound the doctor will give you a request form to take to Radiology. In some cases, such as ‘one-stop’ clinics you may have your investigation carried out on the same day and given the result to take back to your clinic. For all other clinics an appointment will be sent to your home address within 10 working days.
If you need a non-urgent prescription the doctor will usually give you a form to take to your GP. If your prescription is required urgently, or if the medicine is normally only available from the Hospital Pharmacy, the clinic doctor will give you a prescription to take to the Hospital Pharmacy. Prescription charges apply unless you are exempt from payment.
The Pharmacy department in partnership with Boots Pharmacy is located on the ground floor of the main Outpatients department.
Please note that ambulance transport can only be provided for patients who have a medical need, and cannot travel by any other means. Ambulance staff are able to care for patients during the journey to and from hospital; parents or responsible adults should accompany children; and a friend or relative may only be booked as an escort, with the authorisation of a doctor, if there is a medical need. If you require an ambulance to bring you to hospital and do not have transport booked please contact your GP for your first appointment only. Further bookings need to be authorised by your hospital doctor, and made by the transport staff at the desk in the main Outpatients department, which is open from 9am to 5pm.
If you receive income support, family credit or unemployment benefit you may be able to claim travel costs. To enable us to reimburse you, you will need to bring with you confirmation from the DSS of your entitlement, your bus or train ticket, and your hospital appointment letter or card. Please ask at the reception desk about payments. Alternatively you may claim on a HC5 form through your local DSS office.
If you wish to be treated as a private patient please tell your doctor, or telephone 020 8546 6677 for further information. Coombe Wing is our 22-bed dedicated private patients’ unit with Outpatient and Physiotherapy suites. All private patient income is reinvested back into the hospital.
The Information We Collect About You And How It Is Used
Under the 1998 Data Protection Act, you have a right of access to your health records. Everyone working for the NHS has a legal duty to keep information about you confidential. At Kingston Hospital we ask you for information so that you can receive proper care and treatment. We keep this information, together with details of your care, because it may be needed if we see you again. We may use some of this information for other reasons:
Partner organisations, with whom information may be shared, subject to protocol: strategic health authorities; NHS Trusts; primary care groups; social services; education services; voluntary sector providers; private sector providers.
If, at any time, you would like to know more about how we use your information you can speak to the person in charge of your care or to the Head of Governance on 020 8546 7711 ext 2522.
Comments, Suggestions and Complaints
We hope you are satisfied with the care you receive as an outpatient at Kingston Hospital. We welcome any comments you may have about our outpatients service and facilities. Things do sometimes go wrong despite our best intentions and we want to know when problems arise so we can put them right. If you want to make a comment, suggestion or a complaint, we suggest that in the first instance you:
If this does not resolve the problem, you may wish to follow the formal complaints procedure, in which case please write to:
Kate Grimes, Chief Executive, Kingston Hospital NHS Foundation Trust, Galsworthy Road, Kingston upon Thames, Surrey KT2 7QB
Kingston Hospital takes part in the national Friends and Family test and this will be rolled out in all outpatients’ areas durong 2014.
Patients with sensory impairment
Patients with a hearing impairment can be provided with portable induction (hearing) loops on request. If you require a British Sign Language interpreter, you need to give us as much notice as possible. The Trust is registered with TypeTalk for those patients who use text phones.
Patients with a visual impairment can be provided with information in braille, tape, or large print on request.
Recording Your Needs
It would be helpful for our staff to keep a record of your needs to enable us to give you any assistance you may require for future appointments. Therefore, with your consent, this would be indicated on your health records with, for example, a symbol for visual or hearing impairment.
Kingston Hospital has a Disability Equality Group that looks at ways of improving our services for disabled people. If you fill in the patient satisfaction questionnaire, which you will find in all outpatient areas, your comments and suggestions can be addressed by the group.
If a patient wishes to see a doctor of the same sex, we will try to meet this request wherever possible.
We aim to provide interpreting services for patients for whom English is not a first language. Please note that it is important that you give us as much notice as possible to enable us to provide this service.
Kingston Hospital Trust provides spiritual care through its Chaplaincy Department, which is available on request.