Our Patient Administration teams

Our Patient Administration teams are responsible for booking all outpatient appointments and for surgical and diagnostic admissions into the hospital (except for diagnostic imaging).



About our Patient Administration teams

We know that hospital visits can be worrying, especially right now. We want you to know that from the moment you start your journey, you’ll receive a warm welcome, feel supported and communicated with and feel confident that your safety and privacy is as important to us as it is to you.

Our Patient Administration teams are key to ensuring that everything goes smoothly for you. Administration is split into three key areas:

Referral Management

If you’re a Benenden Health member, or you’ve been referred through the NHS, it’s likely that you’ll speak to someone in this team when you call the hospital.

As well as getting authorisation from Benenden Health to cover your consultation and any required tests at our hospital, our Referral Management team also helps with patient queries and referrals via the NHS e-Referral system. They'll book your initial consultation and send out a confirmation letter by post.

Once you’ve had your initial appointment, the team will book any follow-ups as requested by your Consultant’s secretary if you weren’t able to book these while you were at the hospital.

The team also helps our Eye Unit by confirming the dates for your eye surgery (as previously agreed with the Eye Unit) and posting out your letter.

Our reception staff

Our reception teams

When you come to the hospital, you’ll be greeted by our experienced reception team. They’ll direct you to where in our spacious Atrium you should sit, to ensure that you and other patients are safe.

If you have any questions about hospital facilities, please ask.

Surgical Administration

Theatre Bookings team

Once you’ve had your initial consultation, and your Consultant has included you on the waiting list for treatment, our Theatre Bookings team will book your pre-assessment clinic appointment and your surgery date.

Pre-assessment office

Once you’ve seen the pre-assessment nurses and had an anaesthetic review, if necessary, the administration team in the pre-assessment office will handle your results.

They’re responsible for filing your test results with your notes and highlighting any abnormal results to the clinical teams. They also liaise with your GP, Consultant and Theatre Bookings team to ensure it’s safe for you to have surgery.

Admissions team

If your surgery is taking place in our Ambulatory Care Unit (ACU) or main theatres, our Admissions team will look after you. 

The team is responsible for preparing your notes for your admission and will contact you one week before you’re due to come in. They’ll advise you when to arrive at the hospital and what to bring with you.  They’ll go through any concerns you may have and what to expect.

If staying on the ward, our Ward Administrator is available to answer any non-clinical questions you may have. This could be anything from contacting a relative, arranging transport or ordering a newspaper.

Following your surgery, and on discharge, they’ll book a post-operative follow-up appointment for you to see your Consultant, if required.

Contact us

It's easy to find out more about treatment by giving us a call or completing our enquiry form.