Preparing for an appointment

In this section:

If you have been referred to our hospital, we will contact you with an appointment date and time

  • If we have your mobile phone number, you will receive a text message with a link to view your appointment letter.
  • If you prefer to have your appointment letters posted, you can reply to the text message with the word PRINT, or you can call the number on your appointment letter to let us know.
  • If we have your mobile number, you can sign into the website http://my.drdoctor.co.uk/login/ich to view all your appointment letters. You will need to enter your name, date of birth, and postcode. We will send a one-time code to your mobile phone for security reasons.
  • If we have your email address, but not your mobile phone number, we will send you an email with a link to your appointment letter.
  • If we do not have your mobile phone number or email address, you will receive an appointment letter in the post.

Communication preferences

Call the number on your appointment letter:

  • if you would like appointment letters in large text.
  • if you would like appointment letters sent by postal letter

Changing or cancelling your appointment 

For some appointments, patients can sign into our portal http://my.drdoctor.co.uk/login/ich and request a cancellation or a change of appointment date. The request will be sent to our administration team who will action the request for you.

For some appointments we will send a text message where you can reply with the word ‘CHANGE’ or ‘CANCEL,’

Alternatively, you can call the number or use the email address on your appointment letter, or contact our booking team between 8:30am - 6:30pm, Monday to Friday by calling 020 3313 5000, or email: i.outpatientappointments@nhs.net.   

If you don't contact us and you do not attend, you may be removed from the waiting list and may not be sent another appointment date.

If you are calling on behalf of a family member, the patient must give verbal permission for the relative to discuss their appointments.

Check which appointment type you have

Your appointment letter or text message will tell you which type of appointment you have. You will be asked to either: come to one of our hospitals for an appointment in a clinic, have your appointment by telephone or have your appointment by video. 

Do not come to hospital if you have a video or telephone appointment.

  • If you have a telephone appointment, wait for us to call you. The number may appear as ‘unknown’. Be ready to take your call from 1 hour before the appointment time until 2 hours after the appointment time.

  • If you have a video appointment, use the link in the letter to join 5 to 10 minutes before the appointment time. View our video consultation how to guide. If we experience any technical problems during your appointment, we will call you by telephone instead.

  • If you have a face-to-face clinic appointment:

  • use the hand gel provided on arrival or wash your hands

  • follow any signs to direct you to your clinic room

  • check-in with the receptionist when you arrive. Digital self-check-in is available in some locations if you wish to use it. Check signs in the clinic area for more information.

  • If you have a clinic appointment and have symptoms of a respiratory illness such as flu or COVID-19 or have had vomiting or diarrhoea in the last three days, please reschedule your appointment. This is to make sure you are not infectious to other patients.

Accessibility support

Read more on accessibility support, including carers, interpreting, disabled access and more, here.

Bringing someone with you

You are welcome to bring a family member, friend or carer to your appointment. However, please view our visiting guidelines.

What to bring to your appointment

Check your appointment letter for anything specific you need to bring with you or prepare for. It would also be helpful if you could bring the following:

  • your full address and telephone number(s)
  • your appointment letter
  • your GP’s name and address
  • money to pay for any prescriptions, or an exemption card
  • a list of questions you may want to ask your consultant
  • a list of any current medicines and supplements you are taking, including the dose, so the doctor can check this. You can write the list or ask your GP for a list.

How to get to hospital for a clinic appointment

If possible, take public transport. Parking is limited.

Visit our getting to hospital webpage for information on:

  • how to get to our hospitals
  • parking
  • support to travel because of a condition or mobility issues
  • support with the cost of travelling to hospital

Outpatient clinic locations

We run outpatient clinics at Charing Cross, Hammersmith and St Mary's hospitals.

Main Outpatients at Charing Cross Hospital

The main Outpatients Department at Charing Cross Hospital is located on the first floor. From the main lobby, you can reach it via the lifts, escalators, or stairs. There are two clinics: A&B and C&D which are next to each other near the blood test department.

Please note that some clinics may be located on the first floor as well as in other areas of the hospital. To confirm the location of your clinic, refer to your appointment letter, consult the building directory, or ask for assistance at the main reception.

Charing Cross Hospital is located at Fulham Palace Road, London, W6 8RF.

The what3words address to the main entrance of the hospital: ///stocks.quiet.youth

Main Outpatients at Hammersmith Hospital

Main Outpatients department is located on the ground floor in Zone A at Hammersmith Hospital. Follow the signs to Zone A.

Please note that some clinics are located in other areas of the hospital. To confirm the location of your clinic, refer to your appointment letter, check the building directory, or ask for assistance at the main reception.

Hammersmith Hospital is located on Du Cane Rd, London W12 0HS.

The what3words address to the main entrance of the hospital: ///jabs.cases.navy

The what3words address to the north entrance of the hospital: ///store.cowboy.boots

Main Outpatients at St Mary’s Hospital

Main Outpatients department is located in the Main Outpatients building at St Mary’s Hospital. Access to this building Winsland Street which is off Tanner Lane.

Please note that some clinics are located in other areas of the hospital. To confirm the location of your clinic, refer to your appointment letter, check the building directory, or ask for assistance at the main reception.

Main Outpatients building at St Mary’s Hospital is located on 8 Winsland St, London W2 1PZ

The what3words address to the Main Outpatients building: ///flash.elbow.model

If you are running late for your appointment

If you arrive more than 10 minutes late for your appointment, we may not be able to see you. If you are running late, call us on the number on your appointment letter.

Accessing health records

Access your personal health record and view appointment information, through:

Advice and support

Advice and support You can find further information in your appointment letter, and staff can answer most questions and concerns. Alternatively, please contact the patient advice and liaison service (PALS).

Further quick links

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