The Holly Hospital

The Holly Hospital FAQs

• How do I get an appointment to see a consultant?
  If you are paying for your treatment yourself, you can book an appointment with a consultant directly online. If you are using Private Medical Insurance (PMI), your insurer may require a referral letter from your GP before booking. Once you have your referral, you can arrange your initial consultation online. Please note that a GP referral is required for some medical specialties.
• How long would it take me to get an appointment?
  We aim to offer private patients an appointment within just a few days, at a time that works best for you. Our clinics offer flexible scheduling so you can choose appointment times that fit around your daily commitments.
• Can I choose which consultant I'd like to see?
  Yes, as a private patient you can choose your consultant.
• Would my surgery be conducted by a junior doctor?
  No, our hospital only works with consultants and therefore you can be assured of the highest level of clinical care. Your appointments, surgery and follow ups will be conducted by your consultant.
• What should I do if I can’t make my appointment?
  If you think you are going to miss your appointment please call our Reservations Team as soon as possible on 020 8936 1200.
• What should I bring with me?
  If you are coming to The Holly Hospital as a day case patient you might want to bring comfortable clothing and some personal toiletries. If you are going to be staying with us overnight or for a longer period then you should also bring nightwear.
  
  Please bring all your current medications (including homeopathic and herbal medicines) with you with the original packaging and labels. Please also bring sufficient medication to last you throughout your anticipated stay.
  
  You might also like to bring something to keep you entertained such as magazines, books, a tablet, laptop or knitting.
• Can I use my mobile phone in the hospital?
  Yes, as long as it does not disturb your treatment or the other patients.
• Can I access WiFi at the hospital?
  Yes, WiFi is available free of charge in all areas of the hospital. You just need to enable WiFi and click on "HH guest".
• Can I smoke in the hospital?
  Patients and visitors are not permitted to smoke anywhere within the hospital building or grounds.
• Do you cater for vegetarians?
  We cater for all dietary requirements including vegetarian and kosher choices and special diets such as gluten-free.
• Can my family or visitors get anything to eat at the hospital?
  Family and friends can order food from our kitchen but there will be a charge. Alternatively there are several shops/cafes/restaurants on Queen’s Road, within a few minutes’ walk of the hospital.
• What time is my operation?
  The time of your operation depends on a number of factors, such as how many patients your consultant has to see, and therefore we are unable to give you an exact time for surgery.
  
  While the time given in your admission letter is the time you need to arrive at the hospital, and not the time of your surgery, it is important that you arrive on time as your consultant and anaesthetist will want to visit you and our nurses will need to prepare you for surgery.
• Can I eat and drink before my operation?
  You may need to refrain from eating and/or drinking prior to your operation, but this will be detailed in your admission letter along with any other instructions such as needing x-rays or blood tests before coming into hospital.
• Do I have to remove my jewellery and piercings?
  Yes, all body piercings and other jewellery should be removed before you arrive at the hospital. Plain wedding bands may be worn but will need to be covered with tape during surgery. Before your operation, you will also need to remove any nail varnish, nail extensions and cosmetics.
• When can I go home?
  This is dependent on your recovery but your consultant or nurse will advise you how long you will need to stay in hospital for.
• Can I spread the cost of my treatment?
  There are options to spread the cost of your treatment with Chrysalis, with offers of up to 24 months at 0% interest. Please contact 0333 323 2230 for more information, or use our finance calculator on the website.
• What charges can I expect if I am a self-paying patient?
  If you require any outpatient procedures or treatment, you may be charged separately by both your consultant and the hospital for the same procedure, as follows:
  
  

  • Consultation fee – direct from your consultant
  • Tests and examinations – from the hospital and consultant
  • Minor surgical procedures – from the hospital and consultant
  • Blood tests and/or histo-pathology – from the hospital
  • Diagnostic tests (eg X-rays, ultrasound scans) – from the hospital
  • Physiotherapy treatment (including crutches) – from the hospital
  • Prescriptions for drugs and any take-home medication – from the hospital.

  
  
  If you have any queries about the cost of any treatments or tests that your consultant has requested, please speak to a member of staff before going ahead with the treatment.
  
  Hospital invoices are due for payment immediately upon departure from the hospital. Consultant invoices will be sent to you separately from the consultant’s office.
• Why do I have to bring a credit or debit card to the hospital for it to be swiped?
  We will take a swipe of your debit or credit card when or before you arrive for your appointment or admission. We will record and securely store your card details and, in the event that you incur additional charges that are not covered by your insurance, employer or self-pay package, we may use these details to take payment. We accept all major credit cards.
  
  The way in which we store your card details complies with Payment Card Industry Data Security Standard (PCI DSS), which was developed by Visa, MasterCard and other credit card providers, protecting cardholder data from fraud. We will not use your stored card details if you do not incur any additional costs.
  
  If you do not have a debit or credit card, it's acceptable for a friend or a family member to store their card details on your behalf. We will not ask you for your card details every time you attend unless the stored card has either expired or if we stored your details more than 6 months ago.
  
  If you are insured, we will still ask for your card details as we may need them to pay for items not covered by your insurer. This may include items such as take-home drugs, phone calls, visitor meals, crutches and insurance excesses or shortfalls.
  
  Similarly, if you are a self-pay patient and have paid up-front for a self-pay package, we will still ask for your card details. This is because you may still incur additional charges not included in your package price. These may include items such as take-home drugs, visitor meals or further tests.
  
  We will give you a detailed statement showing any outstanding charges before we take payment. You will have a minimum of 10 days to query your bill and/or make payment. We may then use your stored card details to take the payment but we will send you confirmation in the post.
• How can I pay my invoice?
  Payment can be made by cheque (made payable to The Holly Hospital), or by any major debit and credit card (except American Express), by phone or in person.
  
  You can also pay by bank transfer to our account with the Bank of Scotland: Sort Code 12-01-03, Account Number 10131267, ensuring you quote your name and hospital account or invoice number as the reference. We no longer accept cash payments.
• If I have a procedure, will I be issued with a hospital and consultant invoice?
  Yes you will. The consultant charges for their consultation and also charges if any procedure has been performed. The hospital then charges for use of its equipment and any hospital services.
• Can you send my hospital invoice to my medical insurer?
  Yes we can, as long as we have your policy or membership number and also your authorisation number.
  
  Please note that if you have seen a consultant, they will also send you an invoice, which is separate and in addition to the hospital’s and you should forward this to your insurer too.
• Can I see a private GP?
  Yes, you can book appointments directly with us. You can also easily book an appointment online with our GPs, however you do need to call us for same day appointments.
• I am disabled/require assistance during my visit, who do I need to tell?
  Please let our staff know your requirements when you contact us. We are happy to make suitable arrangements before your visit to make sure your visit is as comfortable as possible. If you’d like to bring a friend or family member with you, please feel free to do so.
  
  Some of our staff have disability awareness training.
• Is the hospital wheelchair accessible?
  The main entrance has level access, and there is also level access from the main entrance to:
  
  

  • Main Reception
  • Accessible Toilet
  • Consulting Rooms
  • Imaging
  • Physiotherapy

  
  
  We also offer:

  • Lift access to the wards
  • Dedicated spaces available in the car park for Blue Badge Holders
  • Wheelchairs to support people with mobility issues

  
  
  In the event of an emergency, we have specific emergency evacuation procedures for disabled visitors.
• What services do you have available for patients and visitors with visual impairment?
  We offer a range of features to support patients and visitors with visual impairment, including:

  • High colour contrast walls and doors
  • Contrast markings on glass doors and full-height windows
  • Information available in large print on request
  • Patient menu available in braille.
• What services do you have available for patients and visitors with hearing impairment?
  We provide hearing induction loop systems in the reception and main patient waiting area to support patients and visitors with hearing impairments. The fire alarm also has flashing lights.
  
  Our team is always happy to assist to make sure your visit is smooth and comfortable.
• What services do you have for patients who require assistance with interpreting?
  We can arrange telephone interpreting services through The Big Word for patients who require language support. Please let us know in advance if you need interpreting assistance so we can have everything prepared for your visit.
• Do you offer appointments at quieter times?
  Yes we can make appointments available at quieter times for people who are anxious in crowds.