Booking Process is changing

Change in Appointment Process

We’re improving the way we book and manage appointments at St George’s Hospital through a phased rollout.

What’s changing?
Starting in December 2025, we will begin with the Paediatric Respiratory Service. This means that if you or your child are receiving care from this service, you may notice some changes in how appointments are scheduled and managed. Our Paediatric Respiratory service is introducing a new flexible waiting list. Instead of offering you an appointment a long time in advance, we will place all patients on a waiting list and contact you six weeks before your appointment, to let you know the date, time and location.

Why is this happening?
We’re making these changes to improve your experience, reduce waiting times, and make it easier to manage appointments.

What do you need to do?
This page will explain everything you need to know, including how the changes may affect you and what steps to take if needed.

 What benefits does this change provide?

• This change is designed to help us see most patients sooner.
• This flexible waiting list makes it easier for the hospital to continually prioritise We follow strict criteria to offer appointments first to those with the highest clinical need and take into account how long each patient has waited.
• Booking appointments less far in advance will reduce the number of appointments cancelled by the hospital due to unforeseen events.
• It is also likely to mean fewer appointments are cancelled by patients. Currently, around 8000 patients a month do not attend their appointment and do not let us know that they cannot attend. This wastes over 2600 hours of clinical time each month that could be used to see patients. By booking appointments nearer to when they are due, we hope to reduce the likelihood of patients not attending appointments.

 How does this affect you?

We will be cancelling Paediatric Respiratory appointments which were due to take place after XXXXXX. We will write to you, confirming the cancellation of the appointment. Your child will then be added to the flexible Outpatient waiting list in order of how long they have waited and their clinical priority. You won’t need to contact us until we send you an appointment letter six weeks before the new appointment, confirming the date, time and appointment details.

If you change your address, email or phone number

It is very important to let us know as soon as possible, so that you don’t miss any messages about appointments. Please call us on 0208 725 0007 to update your details.

Frequently asked questions

 What if I am unavailable for my appointment?

• Once you have received your appointment confirmation letter, if you need to rearrange it to an alternative time, please contact the outpatient call centre on 0208 725 0007. If no appointments are available when you call, we will add you back to the top of the waiting list.
• Will I be forgotten if I am on a waiting list?
  The outpatient waiting list is recorded on the hospital’s patient administration system and is reported on weekly to make sure that all patients who should have been, have been booked an appointment.

 Does this mean I will have to wait longer?

We expect this new flexible waiting list will be more efficient and so we hope that the average waiting time will reeduce.

 Do I need to respond to this letter?

• You don’t need to respond to this letter. Your new appointment letter will contain appointment details and contact information.
• How will I be communicated with?

You will receive text messages from the Trust about any upcoming appointments. You will not be able to reply to the text.

 If you don’t need your appointment

If you no longer need your appointment, please contact the outpatient call centre on 0208 725 0007

Yours sincerely

Appointments team