The Referral Management Service (RMS) is based at University Hospital Crosshouse and is responsible for booking outpatient clinic appointments within hospital services for a range of specialities and locations across NHS Ayrshire and Arran
When patients contact the service – whether it is to confirm, change or cancel an appointment – we will aim to answer all calls as quickly as possible. However, at times when staff are particularly busy dealing with calls, callers will be placed in a queue and will be answered as soon as a member of staff becomes available. We will let you know where you are in the queue. You can also request a call back if the line is busy, and you can’t wait for your call to be answered.
When calling the service, please make sure that you have your appointment letter to hand, as we will ask for your name, date of birth, contact telephone number and your Community Health Index (CHI) number. Your CHI number can be found under the date of your letter. By having these details to hand, we can manage your call quickly and effectively.
The contact details for the Referral Management Service can be found on all outpatient appointment letters. If you need to contact the service, call 01563 827070.
Callers should note that all calls made to and from the Referral Management Service may be recorded for training or monitoring purposes. If you do not wish your call to be recorded, please let the member of staff who is dealing with your call know.
Outpatient information
The outpatient information below will give you information in relation to what to expect coming into the outpatient clinic setting.
Before your appointment
Before your appointment, we may check your:
- hospital records
- Emergency Care Summary
- family doctor (GP) summary records
This ensures we have the latest clinical information for you.
Special arrangements
Please contact the Referral Management Service if you need support for your appointment.
We can arrange:
- a language interpreter, or sign language assistance if you are deaf
- assistance if you are visually impaired.
- lifting equipment if you have difficulty standing, or transferring from a wheelchair.
Guide and hearing dogs are permitted within the outpatient department.
How you can help
You can help by:
- attending your agreed appointment – if you cannot attend or will be unavailable, please contact us as indicated in your appointment letter
- following any instructions provided to prepare for your appointment
- bringing the appointment letter or card with you
Travel information
Full details on public transport are available from Traveline: 0871 200 22 33
Disabled parking is available at all NHS Ayrshire and Arran hospitals. Car parks at main hospital sites are very busy, so please allow extra time for parking.
Facilities
Toilets with wheelchair access, baby changing, and breastfeeding facilities are available in outpatient departments.
Wheelchairs
Wheelchairs are available on request. Ask staff when you arrive if you need assistance.
Smoking policy
Smoking or using electronic cigarettes is not allowed around doorways or anywhere on hospital grounds. If you feel you need to smoke, please allow extra time to do so away from hospital entrances and grounds.
Mobile phones
Follow any posted signs in the department. Please switch off phones before your appointment, and respect others’ confidentiality by not taking photographs or videos.
Your appointment
Arrive at the department on time to book in. If tests (such as an x-ray) are needed, you may need to visit other departments, potentially extending your visit.
On arrival
On arrival, nursing or administrative staff may ask questions related to respiratory conditions. This helps us to progress patients safely through our outpatient department. Please follow any seating instructions provided.
After your appointment
If a follow up appointment is required, please arrange this with the receptionist before leaving the department. Your GP will receive a letter about your visit, though some may be delayed until test results are available.
The clinician may:
- write directly to you with findings
- send a copy of the letter to your GP
Expenses
If eligible for travel expenses, visit the cashier at University Hospital Crosshouse or University Hospital Ayr.
Bring relevant benefit documents and travel tickets. If no cashier is available, complete an HC5 NHS Scotland Refund Claim Form. This is available from the receptionist.
Confidentiality and the use of patient information
NHS Ayrshire and Arran ensure your personal information is accessible only to authorised personnel.
Our staff have a legal, ethical, and contractual duty to keep personal health information secure and confidential. For more on data protection, refer to our Data Protection Notice or ask staff for a copy.
It’s okay to ask questions
We encourage questions about your condition, treatment, and care options.
Shared Decision Making is about moving away from the doctor knows best culture. This means your doctor or health professional should understand:
- what matters to you personally
- what your goals are
Here are the NHS Inform BRAN questions, which you may want to think about when asking your clinician about any proposed tests:
- B: What are the Benefits?
- R: What are the Risks?
- A: What are the Alternatives?
- N: What if I do Nothing?