5 Questions to Ask Your Hospital Consultant’s Secretary

5 Questions to Ask Your Hospital Consultant’s Secretary

In the NHS, a Hospital Consultant’s Secretary is the “power behind the throne.” They manage the consultant’s diary, the waiting list, and the flow of clinical letters.

Developing a professional and polite relationship with them is the single best way to navigate hospital care efficiently.

If you are following up on a recent appointment or waiting for surgery, here are the five most effective questions to ask.

1. “Can you confirm the exact diagnosis on my file?”

Doctors often use medical jargon during appointments that can be hard to remember later. The secretary has access to the “clinic letter” sent to your GP.

• Why it matters: Knowing the exact clinical name of your condition allows you to research it accurately and ensures there hasn’t been a misunderstanding between the hospital and your GP surgery.

2. “What is the specific treatment plan the Consultant has noted?”

Whether it is a new medication, a referral to a different department, or a surgical procedure, the secretary can read back the Consultant’s instructions.

• Pro Tip: If the Consultant mentioned an operation, ask the secretary for the OPCS code (the procedure code). This is incredibly helpful if you have private medical insurance or need to look up specific recovery times.

3. “Am I officially on the waiting list, and what is the current average wait?”

Don’t just ask “when is my surgery?” Ask if you are active on the list.

• The “Short Notice” Tactic: Tell the secretary: “If there is a cancellation, I am available to come in at short notice.” Secretaries hate empty operating slots; if you are flexible, you may jump ahead of others who require weeks of warning.

4. “When was the last correspondence sent to my GP?”

Sometimes the delay in your treatment isn’t a long waiting list, but a letter that hasn’t been typed or sent yet.

• Action: If they haven’t sent the letter, ask politely when it might be dictated. If it has been sent, you know the next step is to contact your GP to discuss the results or prescription.

5. “What is your direct contact information?”

Hospital switchboards are notoriously difficult to navigate.

• The Goal: Ask for a direct dial number or a departmental email address.

• The Personal Touch: Get the secretary’s name and use it in future correspondence. While “bribery” with wine or chocolate is a bit of a cliché (and often against NHS trust gift policies!), simple genuine kindness and patience go a long way. These professionals deal with stressed, angry people all day; being the one polite caller usually gets you much better results.

Summary Checklist for Your Call

Before you hang up, ensure you have:

• [ ] The Secretary’s name and direct extension.

• [ ] The Diagnosis (correctly spelled).

• [ ] Confirmation of your waiting list status.

• [ ] An estimated timeframe for your next step.

Important Note: If you feel the consultant isn’t the right fit for you, the secretary is generally not the person to ask for a “second opinion.” You should discuss a second opinion with your GP, who can facilitate a referral to a different specialist.

Email Example Template: Follow-up on Appointment/Surgery

Subject: Follow-up: [Your Full Name] – [Your Date of Birth] – [Your NHS Number or Hospital Number]

Dear [Secretary Name or “Consultant’s Secretary”],

I hope you are having a good week.

I am writing to kindly request an update regarding my care under [Consultant’s Name]. I was last seen in the clinic on [Date of your last appointment] regarding [Name of your condition, if known].

Specifically, I would be grateful if you could clarify the following:

1. Waiting List Status: Could you please confirm if I have been officially added to the waiting list for [Name of procedure/surgery]?

2. Estimated Timeline: Do you have a current “average wait time” for this procedure? I understand these times can fluctuate, but a rough estimate would be very helpful for my planning.

3. Short-Notice Availability: Please note that I am happy to be contacted at short notice should any cancellation slots become available. My best contact number is [Your Phone Number].

4. GP Correspondence: Has the clinic letter from my last appointment been sent to my GP yet?

Thank you very much for your time and for all the work you do to keep the department running smoothly.

I look forward to hearing from you.

Kind regards,

[Your Full Name] [Your Address] [Your NHS Number]

3 Tips for Email Success

• The Subject Line is Key: Most secretaries search their inbox by NHS Number or Date of Birth. Including these in the subject line means they can find your file before they even open the email.

• Be the “Easy” Patient: By mentioning that you are available for cancellations, you are solving a potential problem for the secretary (filling an empty slot), which makes them more likely to keep you at the front of their mind.

• Give it 5 Days: Unless it is an urgent medical change, wait at least 5 working days for a reply before calling. Emails provide a paper trail, which is often more reliable than a phone message.