Before you visit
Patient information
The practical detail of coming to see us: what to bring, what happens on the day, how results and records are handled, how payment works, and what you are entitled to expect from us.
The essentials
Where we are, and when we are open
Opening hours
- Monday - Sunday
- Open 24 hours
- Public holidays
- Open 24 hours
Emergency medical and surgical interventions are delivered 24 hours a day, every day of the year.
This page is not for life-threatening emergencies
Preparing
What to bring to your appointment
None of this is bureaucracy. Each item below exists because its absence regularly costs a patient either money or an accurate diagnosis.
Identification
Any government or work identification. We need to be certain whose record we are writing in.
Previous results and letters
Laboratory results, scan reports, discharge summaries and referral letters - even old ones. They frequently prevent a repeat investigation you would otherwise pay for.
Your medicines
The actual packets if you can, or a written list with the doses. Guessing at a dose is the single most common source of avoidable error.
Someone with you, if it helps
A relative or friend is welcome, particularly for an older patient or a difficult conversation. Two people remember more than one.
Insurance or HMO details
If you intend to use cover, bring the card and the scheme details.
Your questions, written down
Write them before you arrive. Almost everyone forgets the question that was worrying them most until they are back in the car park.
On the day
What actually happens, in order
So that nothing about the visit is a surprise - particularly for a first appointment or an anxious patient.
Before you arrive
Check whether you need to fast
Some blood tests need it. If investigations are booked, we tell you when we confirm the appointment - if you are unsure, telephone rather than guess.
On arrival
Reception and registration
Your details are taken or confirmed, and a record is opened if this is your first visit. Arriving ten minutes early makes this painless.
The consultation
History, examination, discussion
The clinician takes your history properly, examines you, and discusses what they think is going on. You are entitled to ask them to slow down or explain again.
If tests are needed
Investigations arranged
Samples are usually taken at the same visit. Where imaging is required, it is arranged and you are told when to expect it.
Before you leave
Your written plan
The diagnosis or working impression, the treatment, any prescription, and the next review date. Check it before you go, and say so if something is unclear.
Afterwards
Results and follow-up
Results are explained by a clinician rather than issued as bare figures. Follow-up can be in clinic or by video, whichever is sensible.
Fees, cover and records
The administrative questions, answered plainly
Transparent Fees
We provide complete clarity on costs before any care begins. You will always be given a clear, itemised written fee quotation for your consultation, diagnostics, surgery or treatment package so you know exactly what to expect.
Insurance & HMO
We accept leading private health insurance plans and HMO schemes. Please provide your provider details when booking or contact our administrative reception team before your appointment to verify your pre-authorisation.
How to pay
Payment is made online, through one secure payment page that works the same way wherever in the world you are paying from. It accepts debit and credit card, bank transfer and the common mobile payment methods, and issues a receipt immediately. We will never ask for card details by telephone, email or WhatsApp.
Your medical records
You may ask to see what is written about you and request a copy. Records are released to you, or to someone you have authorised in writing — not to a relative simply because they ask.
What you can expect from us
Your rights as a patient
Written as commitments you could hold us to, not as aspirations.
- To be treated with dignity and courtesy, whatever your circumstances.
- To have your condition and options explained in language you understand.
- To ask questions, and to ask them more than once.
- To refuse a treatment, or ask for time to think about it.
- To request a second opinion, from us or from elsewhere.
- To confidentiality, including from your own relatives if that is your wish.
- To see what is written about you, and to ask for a copy.
- To complain, and to be told what came of it.
What helps us treat you well
What we ask of you
Care is a two-way arrangement, and these five things measurably change the outcome.
- Tell us the whole history, including things that feel embarrassing.
- Tell us every medicine and supplement you take, including herbal ones.
- Tell us if you have not taken a treatment as prescribed - we would rather know.
- Keep appointments, or cancel them so somebody else can use the slot.
- Treat our staff and other patients with the same courtesy you expect.
Concerns and complaints
Ready when you are
Book an appointment, or telephone the clinic if you would rather talk it through with a person first.