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?
Following a successful pilot in our Paediatric Respiratory Service, which went live with the new flexible waiting list in December 2025, we are now extending this improved way of organising appointments into more services.
Instead of booking appointments far in advance, patients are added to a waiting list and we contact you six weeks before the appointment to confirm the date, time and location. Families using the Paediatric Respiratory service may already be familiar with this simpler approach.
We are now rolling this out more widely for both adults and children:
- From August 2026, the Plastic Surgery Service and Urology Service will move to the new system.
- From September 2026, the Trauma and Orthopaedic (T&O) Service will also join the rollout.
This means all four services will follow the same, clearer and more flexible appointment process.
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?
To move these services onto the new system, we need to cancel some appointments that were booked far ahead:
- Plastic Surgery and Urology appointments scheduled after 04/08/2026 will be cancelled.
- Trauma and Orthopaedic appointments scheduled after 01/09/2026 will be cancelled.
We will write to you to confirm the cancellation. After this, you or your child will be added to the flexible waiting list based on how long you have already waited and your clinical priority.
You do not need to contact us. We will send you a new appointment letter six weeks before your appointment, with all the details you need.
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