Virtual clinics

What is a virtual clinic?

• Virtual clinics are outpatient appointments conducted by telephone or video link. This means that you do not have to attend the hospital’s outpatient department.
• Please ensure you are prepared for your virtual appointment and have an up to date list of your medication and any questions.
• Please be ready five minutes before your allotted time as these clinics have to run to time.

Why have they been set up?

• They have been set up to reduce the number of times you need to attend the hospital to see your specialist team.
• This decision might be subject to change nearer to the time of your appointment.
• They are designed to be more convenient for you as well as saving you time and travel costs.

How do the telephone clinics work?

• As with any other clinic appointment, you will be sent your clinic date and time in the post, and the telephone number from which we are calling you. This is so that you recognise the call and if you have phone blocking on your device you can take the necessary steps to receive the call.
• During your allocated appointment time we ask you to be available five minutes beforehand, remain close to your telephone and make sure it is not in use.
• If you are using a mobile phone please ensure you have a signal strength of at least 3 bars We will call you on the number of your choice. We recommend choosing a number where you will feel comfortable talking to us.
• We will ask you some security questions to confirm we are talking to the correct person.
• If you need to speak to more than one healthcare professional during your consultation you will be provided with details of how to join a conference call, if this is appropriate.

How do the video clinics work?

• As with any other clinic, you will be sent your clinic date and time in the post.
• During your allocated appointment time we ask you to have access to a telephone in case of technical difficulties.
• The hospital uses Microsoft Teams for video appointments. You can join video appointments through MyChart (our secure patient portal) or by email if you prefer. See CUH Guidance on video consultation appointments.
• Choose a location with good lighting, a strong, stable internet connection and where you will feel comfortable talking to us.
• Always perform a test of your system prior to the appointment and contact us on 01223 274634 if you have any difficulties.

What if I prefer to come to clinic?

• If you have tests or other appointments scheduled at the hospital, or if you are concerned about these changes please contact us on 01223 274634 to discuss whether it would be better for you to come to the clinic in person.

Will I always be followed up in this manner, instead of coming to the hospital?

• No, the virtual clinics are intended to occur between visits to Addenbrooke’s Hospital.
• You may need to have blood tests or other investigations performed at your GP’s surgery or local hospital as a result of this appointment. We will let you know if this is required.

What if others want to listen to our consultation?

• We will need to hold the initial consultation with you, as you are our patient. We may have other clinical staff participating in the consultation; we will inform you if this the case and the reasons why.
• If you wish others to listen in on our consultation that is entirely your choice and decision.

What if I am not able to keep the virtual clinic appointment?

• Virtual clinic follow-ups have the same rules as any other outpatient clinic appointments in the hospital.
• If you are unable to attend your virtual appointment please contact us to arrange a more suitable date/time.
• If you do not answer the telephone number you have specified within the first few minutes of your appointment time, we will make two further attempts to contact you. If we are unsuccessful this will create a Did Not Attend (DNA) record. If you DNA twice we cannot offer you any further appointments and you will be discharged from the service back to the care of your GP.

You are always very welcome to contact us for further advice and information about this:

Telephone: 01223 274634

Email: lducambridge@nhs.net

Key points

• Virtual appointments are formal hospital consultations
• Be prepared with your concerns, questions, up to date medication list
• Be ready 5 minutes before your appointment
• Be in a safe location where you can hear clearly and are able to talk
• Check your device/technology is functioning in advance of the appointment
• Contact us if the appointment is no longer convenient

Patient advice and liaison service (PALS)

PALS is here to provide help, advice, support and information and to listen to your suggestions and concerns. If you, your relatives or your carers are unhappy with any aspect of your care, or the service you receive while you are attending an outpatient clinic or via the virtual clinic, you or they should speak to a member of the clinic staff as soon as possible. If you feel unable to speak directly to staff, then contact PALS on 01223 216756 or email them at pals@nhs.net and they will assist you.

You can ask a friend or relative to speak to us on your behalf, but we must have your permission before we can discuss your personal circumstances with anyone else. Very often problems can be resolved straightaway, so please contact us as soon as possible so you can be reassured about any aspect of your care. The PALS office is usually open Monday to Friday 09:00 to 16:00.

Contact us

Lysosomal Disorders Unit (LDU) Box 135

Cambridge University Hospitals NHS Foundation Trust

Hills Road, Cambridge CB2 0QQ

Telephone +44 (0)1223 274634

e-mail Lducambridge