FREQUENTLY ASKED QUESTIONS
How do I arrange an appointment?
By contacting one of our surgeon’s Medical P.A’s directly. Alternatively, you can contact us by phone on 020 8185 0815or email info@chelseasurgical.org, and our team will assist you with the booking process.
Do I have to have a referral?
You can refer yourself or be referred by a medical professional. Please use the forms available on the Referrals page.
What do I need to bring to my initial consultation?
If you have had previous scans (MRI, CT or X-Ray) related to your condition, please bring these along to your consultation. Please also bring any copies of letters from your GP or specialists.
What happens at the initial consultation?
Your consultant will listen to you carefully, assess what is wrong, and then design a step-by-step treatment and recovery plan that’s right for you. He or she may request further investigations to assist in the diagnosis such as an MRI, Ultrasound, X-Ray and/or blood tests.
How do I pay for my consultations?
Our payment policy differs for self-pay and insured patients:
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For Self-Pay Patients: Full payment is required to confirm your appointment. Our primary method is to process payment securely over the phone during your booking call, using our secure virtual payment system. We accept major credit and debit cards. If payment isn't taken over the phone, a provisional appointment will be made, and you'll receive an email from Touchpoints.health with a secure link to pay your invoice online. You can also pay by bank transfer; our bank details will be provided on your invoice. Your appointment is not guaranteed until payment is received.
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For Insured Patients: It is your responsibility to confirm coverage with your insurer in advance. While we can assist with claims, you remain ultimately responsible for your care's payment, including any shortfalls or excesses. For full details, please refer to the Terms & Conditions on our website.
How do I find out the cost of my surgery?
A quote will be provided detailing all costs applicable for your care.
What is Touchpoints.health and why do you use it?
Touchpoints.health is our secure online patient portal. We use it to provide you with a convenient and secure way to access all your important information related to your appointments and care. Through your Touchpoints.health portal, you can:
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Access all your letters from your doctor.
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View your upcoming appointments.
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View all your invoices (for self-pay patients, including payment information). You will receive a separate email from Touchpoints.health with instructions on how to set up your password and access your portal shortly after your booking.
What happens if I need to cancel my consultation?
We require a minimum of 24 hours notice to cancel or reschedule your appointment without charge.
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If you cancel or reschedule with at least 24 hours notice, you will be issued a full refund. Refunds typically take 3-5 business days to process.
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Cancellations made with less than 24 hours notice or missed appointments (no-shows) are not eligible for a refund of the pre-paid fee; the full fee will be retained.
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Weekend Cancellations: If you need to cancel your appointment over a weekend, please email info@chelseasurgical.org. These cancellations will be processed on Monday morning. Please note that our standard 24-hour cancellation policy still applies for refund eligibility. For comprehensive information, please see our Terms & Conditions on our website.