Specialist clinics in hospitals

Public hospitals provide professional expertise that is often not available in the primary and community health sectors. Specialist clinics in hospitals are an important link between hospital care and the community, providing access to:

• Medical, nursing, midwifery and allied health professionals for assessment, diagnosis and treatment
• Ongoing specialist management of chronic and complex conditions, in collaboration with community healthcare professionals
• Related diagnostic services, such as pathology and imaging
• Pre- and post-hospital care, and in some hospitals, maternity care

These specialist clinics, sometimes called “outpatients,” are for people who are not currently admitted to hospital. There are many different clinics to help with a particular health problem, condition or service. The range of clinics provided at any hospital is determined by local healthcare needs. To find out about the clinics near you, contact your local hospital or local doctor.

Referrals to a specialist clinic#

Patients are referred to specialist clinics by primary care doctors, specialists and other community-based providers, as well as by clinicians in emergency departments, inpatient units and other parts of the hospital.

Once the health service accepts your referral, clinic staff will book your appointment based on the information the referring doctor has provided about your condition, including how urgent it is. You may receive an appointment date straight away, or be placed on a waiting list. The clinic will contact you and your doctor about the outcome of your referral.

Your referral may not be valid indefinitely. If it has expired, clinic staff may ask you to return to your local doctor or referring specialist to have it renewed.

Waiting times#

Waiting times vary across specialties and hospitals. If you are concerned about managing your condition while you wait, speak to the doctor who referred you. They may be able to suggest treatments to help you in the meantime.

Your local doctor is usually the best person to manage your health until you are seen at the hospital. Contact them if you are worried about your condition, and they can let the clinic know if your condition is getting worse. In an emergency, dial your local emergency number (for example 911 in the US and Canada, 112 across the EU and many countries, 999 in the UK, or 000 in Australia) for an ambulance or go to an emergency department.

Arranging your appointment#

You will receive a text, letter or phone call from the clinic offering you an appointment, and you may receive other messages about it as well. For example, some doctors may ask you to have tests such as x-rays or blood tests done before your appointment.

Many specialist clinics are open Monday to Friday during business hours and are closed on public holidays. Some clinics run only on a specific day and time. Let the clinic know if your address or phone number changes so they can still contact you.

You may also receive other information, including:

• Clinic phone number: a number to call if you have questions about your appointment.
• Patient identification number: depending on the hospital, you may be given a patient number to quote when you call, which helps staff view your appointment history.
• A map: showing transport options, parking and where to find the clinic.
• Patient rights and responsibilities: explaining your rights as a patient, including the privacy and confidentiality of your health information.
• Telehealth: how to arrange a telehealth appointment.
• Interpreter information: how to arrange an interpreter, including a number to call.

If you need an interpreter, staff will book one for you. Check your letter for the timeframe to make a booking, as interpreters can be difficult to arrange at short notice. There is no charge for using an interpreter. The clinic can also provide cultural support and liaison services for patients from diverse cultural and language backgrounds.

Appointments for people with special needs#

Hospital clinics will accommodate patients with special needs. If you are hearing or visually impaired, need an interpreter or other liaison support, or want a carer, family member or supporter to attend with you, let the clinic know before your appointment so that assistance can be arranged.

Changing or cancelling your appointment#

If you need to change your appointment, contact the clinic as soon as possible. Staff can move it to a more suitable date or time, although this might mean a longer wait. Notify the clinic as soon as you know you cannot attend.

If you miss appointments without notifying the clinic, you may have to start over by getting a new referral from your local doctor. If you no longer need your appointment, please tell the clinic. Letting them know if you cannot attend helps reduce waiting times for other patients.

Preparing for your appointment#

Before your appointment:

• Write down any questions you have for the doctor, nurse or allied health staff.
• Obtain any test results needed for your appointment.
• Make a list of any medication or supplements you take.

On the day, bring:

• The appointment letter you received
• Any relevant x-rays, scans (such as a CT scan or ultrasound), blood tests or other results
• A list of your current medication, and any medication or dietary supplements you may need during your visit
• Any identification or concession cards you hold
• Your local doctor’s address and phone number
• Toys or books for any children attending with you

Transport and support#

Specialized transport assistance can be arranged for people who have a clinical need. Discuss with your referring doctor whether you need transport help and what type. Some health systems also offer travel and accommodation assistance for people in rural or remote areas who must travel a long way for care; your local doctor or hospital can help you find out what is available.

You are welcome to bring a friend, relative, supporter or carer to your appointment. If you need someone to care for you at home, it is important that your carer comes with you. If you are cared for in a nursing home, it is recommended that a staff member attends with you.

Patient set-down and pick-up zones are usually located close to the specialist clinics, and the hospital can give you information about car parking and parking charges.

When you arrive#

When you arrive, go to the reception check-in desk. Staff will check your details and may ask to see any relevant cards. They will then direct you to the waiting area. Some hospitals use automated check-in systems; follow the directions in your appointment letter or ask reception staff.

Allow up to two hours for your appointment. All patients are given a specific appointment time, but more than one patient may share that time because several staff members work in the clinic at once. Delays can occur, for example if staff need to discuss a complex diagnosis with a patient or are needed urgently elsewhere. If there is a delay, the staff will keep you informed, and another appointment can be arranged if you cannot wait. Plan to arrive about ten minutes early to complete any paperwork, especially at your first visit.

Will I be seen by students?#

Patients may be seen by a range of healthcare professionals, including students from allied health, nursing and medicine at different stages of training. Public hospitals are teaching hospitals, and students interact with patients to build their clinical knowledge. However, it is your right to refuse to be seen by a student. Your doctor should introduce any additional staff to you, and if you do not want them present, simply let the doctor know. This will not affect your care in any way.

Asking questions#

If you do not understand something discussed during your appointment, ask for it to be explained again. You can ask the doctor, nurse or allied health staff questions at any time. If you need a medical certificate, ask the doctor during your appointment.

How many appointments will I need?#

The number of appointments depends on the reason for your referral. Specialist clinic services are provided only for as long as you need the expert care or opinion of a hospital specialist. The staff you see will discuss how many visits you are likely to need. When you no longer need to attend, you will be discharged back to the care of your local doctor or another community service, and a letter will be sent to your referring doctor about the care you received.

What if I don’t have a doctor?#

All patients are encouraged to have a local doctor. Specialists deal with a specific aspect of your health for a limited time, while a local doctor knows about all of your health needs and is usually the first person you see when you want help or advice. Your local doctor also helps you manage your health between specialist visits, or once you no longer need specialist care. This is important in helping you stay well and in making sure any new problems are diagnosed and treated as early as possible.

Concerns and feedback#

You can give your opinion about the care or service you receive in any part of the hospital, whether a compliment or a complaint. Most public hospitals have a patient representative, whose name and phone number the health service can provide. This person is your contact if you have any concerns or compliments about your treatment, and they will work with you to resolve any complaint or, if necessary, investigate it further.

Key points#

• Your referring doctor may be able to suggest treatments to help you while you wait to see the hospital specialist.
• If you need someone to care for you at home, it is important that your carer comes with you to the appointment.
• The hospital’s patient representative is your contact if you have any concerns or compliments about the treatment you received.