Outpatient information

HHFT offer telephone and video appointments where clinically appropriate.

Individual video appointments are completed using Attend Anywhere. Please see patient guides for Attend Anywhere below.

Virtual patient groups are completed via MS Teams

What is a Patient Initiated Follow Up (PIFU)

Patient Initiated Follow Up, often referred to as ‘PIFU’, puts you in control of making an appointment when you need it and provides you with direct access to guidance when you need it.

The majority of patients with stable long-term conditions do not require regular follow up by the hospital team.  Research has shown that regular visits do not help to prevent your condition returning, or identify new problems.  Instead of being offered regular clinic visits and routine check-ups with your consultant, PIFU patients can make their own appointment only when they need it e.g. when you experience a flare-up of your condition - reducing the unnecessary anxiety, travel and time spent waiting for a routine follow-up.

How does it work?

You will be advised by your specialty whether your condition is now suitable to have follow-ups as patient initiated, instead of the regular appointments scheduled by the hospital. Your clinician will have advised you about the process and given you this patient information sheet for you to read through.

How do I organise my PIFU follow Up?

The specialty caring for you should provide you with clear guidance on how you will get in touch with them. Make sure when you get in touch to organise your follow up that you were put onto a PIFU previously.

How many times can I be put on a PIFU?

There is no limit on the amount of times you can be put on a PIFU. This will be determined by the specialty to ensure it is appropriate as part of your care.

Do I need to tell my GP about being on a PIFU?

No as part of the process the specialty caring for you should send a discharge letter to the GP informing them you are on the PIFU pathway

When not to use PIFU

If you require urgent medical advice, you should contact your GP, NHS 111, your local Walk-in centre or, if you are really unwell, your local Emergency Department (A&E) via NHS 111 or 999.

We use the secure online portal Patient Hub, which allows you to confirm, rebook or cancel your hospital appointments online, using your smart phone or computer.

All you have to do is provide us with an up-to-date mobile phone number.

Click here for further information

My Medical Record is a system that gives you more opportunity to manage you own hospital care, allowing you to connect with clinicians and receive information online to reduce the need for hospital appointments.

It is a secure website providing you with access to your own online health record, containing information jointly managed and maintained by you and us.

The service has the potential to contain a complete summary of your medical history, enabling you to manage your healthcare from home. We have developed this free service because our research has shown that patients value the ability to have access to their hospital information online.

You can register using your email address and mobile phone number. Once registered, you can log in to view information sent to you by the hospital and record information about your condition. In some cases, it may also allow clinicians to carry out consultations either over the telephone or using webcam technology.

Click here for more information about My Medical Record

Each missed outpatient appointment costs the NHS £160. Reasons for non-attendance include patients failing to alert the Trust when they no longer wish to attend or are unable to attend.  Another reason could be down to an appointment confirmation letter failing to reach patients or advance booking which could sometimes mean patients genuinely forgetting their appointment. 

Our appointment reminder system addresses all of these factors by reminding the patient of the date, time and location of their appointment. It also gives them the opportunity to cancel or rearrange their appointment if no longer required or inconvenient. This gives us the opportunity to offer the appointment to another patient, which in turn helps reduce the waiting times.

What does this mean for me?
You will receive an automated reminder call from Hampshire Hospitals NHS Foundation Trust seven days before your appointment. Please be aware that this will show as coming from the following number: 0300 772 9733

This automated call will indicate which hospital your appointment will take place at and will also offer you the opportunity to confirm, rebook or cancel your appointment. If you don't make a selection from one of the options that you hear, the service will try to reach you again over the course of the following days.

If a mobile telephone number has been provided, a text message reminder will be sent three days before your appointment.

Please be aware that if you have a smartphone, the text message may show on your home screen. If you are concerned about people seeing this message, you will need to adjust the options on your phone to stop the message flashing up.

Can I specify a preferred contact number?
As a matter of good practice, we would ask that you update us of any changes in your contact details. This will allow us to contact you in a timely manner. You can do this via your GP at time of referral, or speak to the clinic receptionist or admin team at the hospital. 

Do I need to register?
No. You will automatically receive reminders unless you have already told us you don’t wish to receive them. 

Will all clinics be included?
No. Patients for certain specialised clinics and where it might be required to have multiple appointments close together will not receive reminders.

How much will it cost?
Reminder calls and texts are provided to you free of charge.

How will my personal information be used? 
The provider of this service will not have access to any Trust systems. Therefore no previous medical history or reason for your appointment will be shared. All calls are recorded for training and monitoring purposes. 

Can I opt out of this process?
Yes. You can opt out of receiving reminder calls and text messages. Just let us know when you book your appointment or when you are in the hospital. 

Why is the system not recognising when I press a digit?
There are two settings on landline phones, tone and pulse. For the system to recognise you are pressing the digits, your phone needs to be set to pulse.

Why am I not able to listen to the message that is left on my answer machine?
If you have a voicemail on your home phone or mobile device that has a voice message, the reminder system will interact by introducing the hospital reminder and then asking if you are the patient. It will then ask you to confirm by pressing a digit, if you do not interact, the message will not be left.

Will my appointment be cancelled when I select to cancel or rebook?
Following your reminder, if you select to cancel or rebook your appointment unless you speak with a member of the booking team, this appointment will not be cancelled.

Why am I still getting reminders for an appointment I have cancelled or rescheduled?
Unfortunately the system does not run in real time, so if you have cancelled or changed your appointment during the reminder stage, you may still receive a call or text.

Automated call reminders  are processed  between seven and five days before the appointment. Text reminders are processed three days before the appointment.

Can I just receive the text only service?
Not at the present time. We are updating the current service further and in future you will be able to choose how you wish to be contacted with your appointments.  This can be via email, text or letter.

Why has the system called me six times?
The number of the times the automated call reminder attempts to make a call is dependent on how many contact numbers we have for you. If we have two numbers, it will try each of them three times, seven days before your appointment, unless you answer and make a selection. A further two attempts will be made to each number the following day, with a further attempt made to each number five days before your appointment.

Once you have confirmed you are attending, rescheduling or cancelling then you will not receive any further attempts to remind you of your upcoming appointment.

Andover Outpatient Reception
01264 835216

The main outpatients department is located next to the Minor Injuries Unit and there is parking available very close to the entrance. A range of medical and surgical clinics take place in the department and many of the same consultants run clinics at both Winchester and Andover.

Medical booking team medical.bookingbnh@hhft.nhs.uk 01256 314061
Surgical booking team surgical.bookingbnh@hhft.nhs.uk 01256 314063
Head and neck booking team headandneck.bookingbnh@hhft.nhs.uk 01256 314062
Women's health booking team womenshealth.bookingbnh@hhft.nhs.uk 01256 314064

The main outpatients department is located near to the main hospital entrance.  However, if you have difficulty walking the short distance or require assistance to any part of the hospital, please let a member of the Outpatient Reception staff or the nearby Information Desk know and they will be able to assist you.


Winchester Outpatient Reception

The outpatient department is located on Level B, Burrell Wing. 

To access the department, please park in the main multi-storey car park and follow the signs to Burrell Wing.  Alternatively, if you have a disabled parking permit or are being dropped off by a friend or relative, please use Burrell Car Park as this is close to the department.

For information about other transport routes to the hospital please click here

If you would like to cancel or re-book it, or have any clinical questions, please contact the relevant specialty's secretary. 

Surgical booking team

 SurgicalUnitOffice@hhft.nhs.uk or T. 01962 824142

Head and neck booking team

 head&neck.services@hhft.nhs.uk or T. 01962 824143

Medicine Booking Team  medical.BookingofficeRHCH@hhft.nhs.uk or T. 01962 824141


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