Frequently asked questions

Why are you changing how you manage appointments?

Our new booking process aims to make sure that you receive appointments in order of the time you have waited, medical priority and to avoid repeated rebooking. We know that booking appointments nearer to when they are due reduces the chance of short notice cancellations made by both you and the hospital.

What is the new way of managing appointments?

Instead of being booked into appointments many months in the future, you will be added to a waiting list in order of clinical need and the date you were referred. We will make appointments about six weeks before, and we will work down the waiting list to book appointments. When you are placed on the waiting list, you will be booked into a ‘waiting list’ which is not a real appointment.

Are all services changing to this new way of booking?

No, some services do not need to move to this system. This may be because they do not book their appointments as far in the future, or they are a service where patients are seen within a few weeks (for example patients with a fracture). The service may also be in the process or waiting to change to this new way of booking.

Will I be forgotten if I am on a waiting list?

No. The waiting list is an electronic record held on our systems. Our teams carefully manage these lists, and they will make sure that all patients are booked according to clinical need and waiting time. You may notice on the NHS app that you have been placed in a waiting list or holding appointment roughly two years into the future. This is to make sure that you are not forgotten or lost.

My letter says an appointment was rescheduled onto a waiting list, will I still be seen?

Yes, you will be seen if you still need an appointment. We will order appointments based on clinical need and date referred. If you have been informed you have been added to a waiting list, we will book your appointment and contact you with the details six weeks before that date.

My letter says an appointment was rescheduled onto a waiting list, when will I be seen?

Our team will make sure that that you are seen in order of waiting time and medical urgency. You may find that you will be seen sooner than your original appointment date, but if not, it will be as close to that date as is clinically needed.

How can I find out how long I am likely to wait?

You can use the NHS app to check that you are on a waiting list, view your estimated waiting time, and find out who to contact if you have any issues. Find out more and download the NHS app here.

For information about waiting times please visit the guide to NHS waiting times on the NHS website.

My symptoms have got worse; can I be seen quicker?

If your symptoms get worse or are worrying you more while you are waiting to be seen by the hospital, please contact your GP who can ask for advice from one of our specialists if needed.

If you feel that you are seriously unwell, please call 111 or, in an emergency, call 999.

You can also visit the NHS website - www.nhs.uk for advice on helping you take control of your health and wellbeing.

What if I can't make or want to change my appointment date or time?

Your appointment letter will contain information on how to contact the booking teams to change your appointment. When you contact the booking team, please let us know if there are dates you won’t be able to make for a week or more.

What if I do not want to be seen?

Please let us know. It is important that you do this as soon as you can so that we can offer the appointment to someone else. Your letter has all the information on how to contact the booking teams.

The NHS app says I have an appointment two years in the future, but I have been told I have been added to a waiting list?

You may notice on the NHS app that you have been placed in a waiting list or holding appointment about two years into the future. This is to make sure that you are not forgotten or lost. Please do not come to the hospital as it is not a real appointment. Your real appointment will be sent to you by letter (digitally or in the post) about six weeks before the appointment date.

What information does the Trust need to communicate with me effectively?

Please let us know if any of the following have changed:

Your GP practice
Your home or postal address
Your mobile or landline telephone number
Your email address

You can let us know by contacting the booking team or by informing the clinic staff the next time you attend an appointment.

How can I check my appointments and letters?

When a new appointment is made for you, an SMS text message and/or email is sent to you. The SMS/email contains a link that you click to look at your appointments and appointment letters stored securely in the Patient Hub website.

Please follow the steps below to access your letters.

Click on the link given in the text message/email from Patient Hub.
The screen will show ‘Sign in with mobile’; this can be changed to ‘Sign in with email’ if you prefer.
When asked, enter your mobile number or email address and your date of birth.
Patient Hub then sends a 6-digit code by SMS text or email.
Enter the 6-digit code (please note, for security the code won't work after two minutes).
You are then securely logged into Patient Hub and can access your letters.

If you cannot use the digital system a letter will be sent to you in the post.

New appointment booking process (November 2025)