Overview

Hospitals are bigger than GP surgeries and are usually used for inpatient stays and more complex medical procedures.

To receive hospital care, you will usually need the referral of your GP, unless in the case of an emergency. Accident and Emergency (A&E), sexual health clinics, walk-in centres, and out-of-hour services do not usually require a GP referral and patients can walk in and be seen.

Please note A&E should be visited for serious and life-threatening conditions only.

Hospital treatment at NHS hospitals is free within the UK if you are a resident. The following treatments are free to all, including overseas visitors, in NHS hospitals in England:
• Accident and Emergency (A&E) services up until the point of hospital admission,
• family planning services,
• treatment for most infectious diseases, and
• treatment for physical or mental conditions caused by torture, genital mutilation, domestic violence, or sexual violence.

Once you have a referral and have decided on a hospital, you can book an appointment using the NHS e-referral Service. If your referral is for non-urgent care, you have the right to start treatment led by a consultant within 18 weeks of being referred, unless you want to wait longer.

Regarding care at NHS hospitals, you have a legal right to request a doctor different from the one provided by the NHS if you’re likely to wait longer than the maximum waiting time for that service or if you are having difficulties with that provider. You are also able to choose which consultant-led team will oversee your treatment, as long as that team provides the treatment you require. More information regarding what choices about the options you have in choosing your care can be found here. If you’re not offered a choice or are refused, contact your local integrated care board.

University College London Hospital (UCLH)

The University College London Hospital is an NHS hospital and therefore is free of charge for residents. A&E is available at UCLH but should only be used for urgent medical attention as waiting times can be very long. If you have an urgent but non-life-threatening issue, contact NHS 111 before arriving at the hospital. This way, you will receive guidance on the most suitable care location, as the emergency department may not always be the most appropriate choice.

Services
If non-urgent medical attention is required, a GP referral is usually required and an appointment should be made to see the needed services. UCLH provides both inpatient and outpatient services depending on the medical condition that requires attention. Services offered at UCLH include areas such as cancer treatment, cardiology, children’s services, critical care, women’s health, trauma, infection control, and other health services. UCLH provides a list of services and providers on their website which can be accessed here.

• 020 3456 7890 or 0845 155 5000 (Switchboard)
• Accidents and Emergencies: dial 999
• Go to University College Hospital’s website 

Royal Free London Hospital

The Royal Free London Hospital is an NHS hospital and is therefore free of charge for residents. A&E is available at Royal Free London but should only be used for urgent medical attention as waiting times can be incredibly long. Similarly, if you require an elective procedure, waiting times at this hospital are similar to the national average and can be accessed here by clicking on the service area you will need. If you have an urgent but non-life-threatening issue, contact NHS 111 before arriving at the hospital. This way, you will receive guidance on the most suitable care location, as the emergency department may not always be the most appropriate choice.

Services
The Royal Free London Hospital offers an extensive range of acute and specialist services. Specifically, the Royal Free is a specialist centre for transplant services, vascular surgery, hemophilia, amyloidosis, and infectious disease as well as including a high-level isolation unit for the treatment of infectious diseases. The Royal Free provides both inpatient and outpatient services depending on the medical condition that requires attention. The Royal Free has several services for referred patients including blood tests, cardiology, children’s services, trauma, women’s health, and others. The Royal Free provides a list of services and providers on their website which can be accessed here.

• 020 7794 0500 (Switchboard)
• Accidents and Emergencies dial 999
• Go to Royal Free London Hospital’s Website 

Complaints

If you would like to complain about a hospital service, you should do so to the hospital directly.
You can usually do this by contacting the Patient Advice and Liaison Service (better known as PALS) at the hospital:

University College Hospitals Patient Advice and Liaison Service
(for informal and quick resolution)
Telephone: 020 3447 3042
Email: uclh.pals@nhs.net

University College Hospitals
To make a formal complaint about University College Hospitals:
Telephone: 020 3447 7413
Email: uclh.complaints@nhs.net

The Royal Free Hospital Patient Advice and Liaison Service
Telephone: 020 7472 6446 or 020 7830 2577 Monday to Friday, 9am to 5pm
Email: rf.pals@nhs.net

If you would prefer not to approach the hospital about the complaint, or if it is solely about the commissioning of the service, you can contact North Central London Integrated Care Board.
NHS North Central London ICB, Complaints Team, 2nd Floor, Laycock PDC, Laycock Street, London, N1 1TH
Telephone: 020 4515 1448
Email: nclicb.complaints@nhs.net