Frequently Asked Questions

Patient information

Can I be treated if I live overseas or am not a UK resident?

Yes, you can be treated if you are an overseas patient or a non-uk resident. You would need to have funds in place to guarantee treatment. This would be either a self funding method or via a recognised insurance company. We do not accept travel insurance policies.

Do I need to have private medical insurance to be treated?

No, you can self fund for treatment. We don’t accept travel insurance. Some insurance companies we require a letter of guarantee and this will need to be presented in advance of treatment. All authorisation numbers need to be given in advance of treatment.

Can visitors stay overnight?

We don’t offer this facility unless the patient is 16 years or under, they require a translator or need a full time carer.

Will I need a GP referral?

No, you can self refer, however your insurance company may not authorise payment for your treatment if you self refer. You will have to speak to them to confirm. If they don’t authorise, you will need to self pay.

Can I smoke in the hospital?

Our no smoking policy applies to all staff, patients and visitors on Hospital premises – both inside and outside. The policy complies with national guidance on smoke-free environments in hospitals.

Making an appointment

How can I book an appointment with a consultant?

Simply email a request for an appointment to [email protected] and this will be confirmed within one working day. Alternatively you can call our outpatients team on 020 7806 4060. Urgent appointments will be made on the same working day where appropriate.

How can I check my appointment date and time?

You can ring your consultant’s secretary to check your appointment details; if you don’t have their secretaries phone number you can ring Outpatient Appointments on 020 7806 4060.

What if I can't attend my appointment?

If you can’t attend your appointment you can ring our Outpatient Appointments number 020 7806 4060 or you can notify the consultant’s secretary.

Coming into Hospital

Is there car parking?

Our patient car park is now closed due to ongoing building works. There is a Public Car Park on Kingsmill Terrace (just off Acacia Road) with prices starting at £3.50 for one hour.

There is also limited metered parking in the surrounding streets.

What time are visiting hours?

We have no set visiting hours, but we’d advise visitors do not plan to visit too early or too late in the day. Patients needs to be well enough and happy to receive visitors.


What clinical services does the Hospital provide?

Please visit our Service page.

How can I find a phone number?

Please visit our Service page or ring our switchboard on 020 7806 4060.


How can I apply for a job?

Please visit our Career page.

Our charity

How can I make a donation to St John’s Hospice?

Please visit St John’s Hospice’s website.

Comments or complaints

How can I make a comment or complaint?

Whether you are a patient, relative or a visitor to the Hospital of St John & St Elizabeth we hope your experience is positive.  We take pride in looking after its patients, endeavour to provide the best levels of care and are continually looking at ways to improve our services and facilities. From our dedicated staff to expert consultants, every effort is made to make their stay safe and as comfortable as possible.

We value feedback from patients and regularly monitor our performance and listen to views of those using the Hospital.

General comments and suggestions

General comments and suggestions are always welcomed. These can be made by speaking to a member of staff or department manager at the time of your visit to the hospital, or by using our confidential email service.

Patient satisfaction questionnaires

Patient Satisfaction Questionnaires are available in all wards. Many of the support departments also have questionnaires, Kiosks and feedback forms. External consultants analyse the questionnaires and provide reports to the Hospital.


Complaints procedure

  • We ask that if you do encounter any problems, however small, you tell us. We are continually striving to improve our service and care, and your comments and feedback will help us to do this.
  • If possible, please tell us of your concerns while you are in the Hospital. Each clinical department and ward has a manager. Please ask to speak to them directly – they are always happy to help or
  • Write to the Hospital’s Chief Nurse or email us at: [email protected].

Mr Andrew Gallini

Chief Nurse
Hospital of St John & St Elizabeth
60 Grove End Road

A copy of the Hospital’s complaints procedure is available on request.

What happens next?

  • If your complaint is verbal, we try to respond immediately or at least within 24 hours.
  • If your complaint is in writing, the chief nurse will acknowledge receipt within 2 working days. It may sometimes be possible to answer the complaint within this initial response.
  • We register the complaint onto our Datix complaints database, alert any members of staff involved and commence our investigation.
  • After investigation into the complaint, you will normally be sent a full reply within 20 working days with a full explanation of the results and any details of any action taken as consequence. It can take time to establish the facts and circumstances. If this is likely to take longer than 20 working days the chief nurse will advise you of this.
  • We meet with any staff concerned and take any remedial action as might be appropriate.

We are a member of the Independent Sector Complaints Adjudication Service (ISCAS) and abide by its Code of Practice. If you are not satisfied with the way we have handled your complaint after receiving a full response you can contact ISCAS.

Independant Sector Complaints Adjudication Service
70 Fleet Street


Telephone: 0207 536 6091
Email: [email protected]

If you are unhappy about how the complaint is being handled, you may also complain directly to the Care Quality Commission (CQC). Please note that the CQC do not handle complaints. The contact details are below.

Care Quality Commission
Finsbury Tower
103-105 Bunhill Row

Telephone: 020 7448 9200
Fax: 020 7448 9222
Fax: 020 7448 9222


I can't find my question listed here, what shall I do?

Feel free to email us on [email protected] or give us a ring on 020 7806 4000 for any further questions.

    Make an enquiry