Patient and GP updates

May 2022 Update

Switchboard

We have now been able to open our phone lines up between the hours of 9.30am - 12.30pm and 1.30pm - 3.30pm, so if you need to call us with urgent matters, we hope that you will find it much easier to get through. Remember that answers to many general queries can be found on our website, so check there before calling. The switchboard at the clinic has been opened for longer hours and is being answered by a new member of staff, so would ask for some patience if they do not know the answer to your question first time.

 

Letters

As the clinic has started seeing more patients recently, there has been a delay in letters being sent out to patients. To remedy this, we have brought in extra staff and so the delay in getting your letters should become smaller as they settle into their new roles.

March 2022 Update

First Appointments

We are inviting patients for appointments who were referred in June 2019. If you were referred before this date please email us on NCTHGeneral@nottshc.nhs.uk to let us know and we will check the list.

 

Contacting the clinic

The Nottingham Centre for Transgender Health has over 5,000 patients who are either being seen or on the waiting list. A significant number of patients are contacting us by telephone and by email, we do try to respond as quickly as possible and would ask that repeat emails are sent for the same topic or to the different email accounts we have as it delays overall response.

 

Video Consultation Appointments

We have been made aware that occasionally patients are joining for their appointments and cannot see the clinician and equally that Clinicians are joining for the appointment and cannot see the patient. Our clinicians are usually very timely and if you cannot see them within 5 minutes of your appointment there is an IT problem as they will be there waiting for you.  If a clinician is unable to attend the appointment a member of the team will contact you. We are looking at different VC platforms and will update patients with any changes.

December 2021 Update

We are pleased to have 3 new nurses join the team in July and August who will be undertaking first assessments and review/follow up appointments with patients.  Another member to join the team from October, is Dr Angela Chandresena who is also a working GP when not in the clinic. To hear a little more about each one, please go to Meet the Team.

Further exciting news has been additional funding from NHS England which will see two medics and two further nurses join the team, which will increase our clinical capacity to see more new patients. Keep an eye on our update for news of when they start in post once the recruitment process has finished.

Patients referred in January 2019 are being invited for appointments, which is giving a waiting time of 35 months. We would ask that anyone who receives a letter and no longer wants to be seen does let us know as we do contact patients again if they do not reply, which takes time away from booking appointments and sending our more invitation letters.

Please remember we do not get told if you change your NHS number, or move address or GP, unless you let us know. If we don’t know your address and have changed your NHS number, we cannot find you.

July 2021 Update

Waiting list

Our current waiting time is 37 months on average for a new patient referral and we are offering appointments to people referred in April 2018 via letter for an Opt-In appointment.  It is very important that we have your up to date details. If you think your details may have changed since you last contacted us/were referred please email NCTHGeneral@nottshc.nhs.uk

The waiting list has approximately 2,500 people waiting to be seen for a first appointment with the clinic having an active caseload of 1,500+ patients.  Due to the number of patients being seen and the demand upon the email accounts and telephone, we do apologise in advance for any delays you may experience.

May 2021 Update

Waiting List

We are currently offering appointments to people referred in March 2018 via letter for an Opt-In appointment and for this reason it is very important that we have your up to date details. If you think your details may have changed since you last contacted us/were referred please complete the our change of details form and send it to email NCTHGeneral@nottshc.nhs.uk.

The waiting list has approximately 2,500 people waiting to be seen for a first appointment with the clinic having an active caseload of 1,500+ patients.  Due to the number of people being seen and the demand upon the email accounts and telephone, we do apologise in advance for any delays you may experience.

 

Patient Emails

Due to the increasing numbers of emails which is sadly becoming unmanageable unless your enquiry is urgent, your query will be passed to a clinician for discussion at your next appointment.

For urgent enquiries you may be asked to complete an Email and Text Agreement Form  before we can discuss any clinical information with you via email as this is an IG and Trust requirement.

 

Forms

If you have been sent a form to complete or want to download from the website and do not have access to a printer please let us know via NCTHGeneral@nottshc.nhs.uk that you need us to post them out to you.

 

GDNRSS

Patients who have been referred for surgery will be able to access to the NHS Gender Dysphoria National Referral Support Service and details about this service are within this booklet: gender_dysphoria_about_us_booklet. There is also a Support and Information Line -- 01522 85 77 99

When you and your clinical team agree that you are ready for surgery, the GDNRSS will process your referral to your chosen surgical provider. They have a Single Point of Access support line that you can call for information about your referral, the status of your chosen provider and practical information such as travel & parking, who can accompany you, what to take with you and where to report when you get there. 

The lines are open Monday to Friday from 9am until 5pm.              

NHS England will be sending GIC’s an update regarding surgical providers and this information will be shared via this website as soon as it is received.

March 2021 Update

Waiting list

We are inviting people referred in March 2018 for appointments.  It is very important that we have your up to date details. If you think your details may have changed since you last contacted us/were referred please email NCTHGeneral@nottshc.nhs.uk

The waiting list has approximately 2,500 people waiting to be seen for a first appointment with the clinic having an active caseload of 1,500+ patients.  Due to the number of patients being seen and the demand upon the email accounts and telephone, we do apologise in advance for any delays you may experience.

 

Helpful links

Below are some links to websites which might be helpful to our patients or those on the waiting list:

 

Support Line

Whilst on our waiting list you can access the Gendered Intelligence Support Line, which is a great resource, please do contact them if you need support or advice whilst you are waiting.

The support service is open on Monday, Tuesday and Thursday from 2pm until 7pm and Wednesday and Friday 10am to 3pm.

Tel: 0330 3559 678 | Message/WhatsApp: 07592 650496 | Email: supportline@genderedintelligence.co.uk

February 2021 Update

Waiting list

Our current waiting time is 37 months on average for a new patient referral and we are offering appointments to people referred in November 2017 via letter for an Opt-In appointment.  It is very important that we have your up to date details. If you think your details may have changed since you last contacted us/were referred please email NCTHGeneral@nottshc.nhs.uk

Whilst on our waiting list you can access the Gendered Intelligence Support Line, which is a great resource, please do contact them if you need support or advice whilst you are waiting.

 

Video Appointments

Please note we are still using One Consultation for our video appointment system. We no longer email links for appointments and you can find the link in your appointment letter.

We currently do not offer appointment reminders; this is something we are working on; however, it is important you keep your appointment letter safe to ensure you are prepared for your appointments with us.

 

Face to Face Appointments

If attending a face to face appointment, please note that these are held via a different entrance which can be found on Heathcoat Street and you will be sent information about how to find it and please do not to arrive more than 5 minutes before your appointment as due to COVID Restrictions we may not be able to let you into the building.

 

New Telephone Opening Times

We now have revised opening hours of our telephone line. Our phone lines will be open Monday – Friday 10.00 am – 2.00 pm and is to be used for urgent matters. The best way to contact us is by email, a reminder of our new email addresses below:

December 2020 Update

The Nottingham Centre for Transgender Health Team would like to wish you a Merry Christmas and a Happy & Healthy New Years!

Members of team at the clinic will be taking some well-earned annual leave over the festive period as the centre has remained open and seeing our patients via video consultation since the pandemic started at the beginning of the year.  Our phone will go to answerphone to take messages which will be checked at points throughout the day by the reduced number of people working over the Christmas period.  The system will only record a set number so please do use the following email addresses as an alternative option.

General and patient enquiries -  NCTHGeneral@nottshc.nhs.uk

GP enquiries and blood results - ClinicalNCTH@nottshc.nhs.uk

Referrals - ReferralsNCTH@nottshc.nhs.uk

Please be patient if we don’t respond as quickly as usual and the whole team will be back in the New Year.  If you need additional support over Christmas, the GI Support Line will be available every day except Christmas Day, Boxing Day and New Years Day.    

 

SEASONAL SUPPORT LINE OPENING HOURS:

With the end of year holiday time upon us, Gendered Intelligence Support Line wishes to update you with our seasonal opening times.

  • Tuesday 22  December   2pm-7pm 
  • Wednesday 23 December 10am-3pm
  • Thursday 24  December  10am-3pm
  • Friday 25 December UK Holiday closed 
  • Monday 28 UK Holiday closed 
  • Tuesday 29  December 10am-3pm 
  • Wednesday 30 December 10am-3pm 
  • Thursday 31 December  10am-3pm 
  • Friday 1 UK January UK Holiday closed 
  • Monday 4 January  2pm-7pm  (back to our usual opening hours)

 

How to contact us:

  • Tel: 0330 355 9678 (Monday to Friday)
  • Tel: 07592 650496 for WhatsApp and Text.  

In these times of remote home working best Support Line contact methods:

  1. Call or voice message
  2. Email supportline@genderedintelligence.co.uk
  3. Text and WhatsApp Mon, Wed & Thursdays

We recognise that the holiday time could be difficult for many of you. Please feel free to visit our wellbeing resources hub on Gendered Intelligence website  COVID-19 SUPPORT HUB 

We would also like to remind you of other support telephone lines you can contact:

Mindline Trans+ 0300 330 5468 Monday & Friday from 8pm

LGBT Switchboard 

https://switchboard.lgbt/ 

Tel: 0300 330 0630

Samaritans: 116 123

The Gendered Intelligence Support Line Team wishes you a peaceful and nourishing holiday season.

Serge, and the Support Line team.

October 2020 Update

IMPORTANT UPDATE FOR PATIENTS AND GPS

CHANGE OF EMAIL ADDRESS

From Thursday 15 October the clinic’s email address will cease to be used or monitored.  Therefore, all communication by email needs to be directed to one of three email addresses.  The accounts have been set up to route emails more easily and to the right member of the team.

Blood results and GP & Health professionals - ClinicalNCTH@nottshc.nhs.uk

Patient queries and general enquiries - NCTHGeneral@nottshc.nhs.uk

Referrals - ReferralsNCTH@nottshc.nhs.uk

Due to the account being closed a message will be sent advising that the email has not been delivered and will need to be resent the relevant address above.  Sadly, we are unable to set up a redirect function on the account, so please accept our apologies for any inconvenience. 

Referral Form Oct 2020 
You will require Microsoft Word to complete this referral form. Please email ReferralsNCTH@nottshc.nhs.uk if you require this form in an alternative format.

September / October 2020 Update

Gender Appointments

We are using Video Consultations (VC) whilst COVID restrictions remain in place and it is clinically appropriate.  There are times when a face to face appointment is necessary and you will be advised when these will need to place by letter along with the necessary COVID protocols. 

The VC instructions are available on this website along with the Change of Details form and Email & Text Understanding form which are important to ensure we have up to date information and a home address for you.  Sadly, GP’s are unable to advise us of any change of address, so it is very important you keep us updated using these forms.

If you are unable to print a form, please complete it and send it to us asking for us to print and post to you to sign.  We do accept photo or scanned copies if you can print and sign but don’t have a scanner.

 

Waiting List

Our current waiting time is 37 months on average for a new patient referral and we are offering appointments to people referred in August 2017 via letter for an Opt-In appointment.  Your current address, as mentioned above is very important.  If you have moved since you have been referred, please let us know your current address using the Change of Details Form.

Whilst on our waiting list you can access the Gendered Intelligence Support Line which is a great resource, please do contact them if you need support or advice whilst you are waiting.

 

Video Consultation evaluation – a BIG THANK YOU

Thank you to all the patients who took part in the evaluation survey of the use of video consultation.  The overall feedback was patients liked VC, there were a few IT issues which we have feedback to the Trust, and these hopefully have improved.

Your feedback was extremely useful to us as a service and over conclusion report has been shared with the Trust management team and NHS England commissioners.

 

Change of email addresses

We will be publishing a new email address for Referrals and another for GP’s to ensure that important documents are managed as quickly as possible, along with a new Referral Form.

This is partly due to NHS.net accounts having a limited inbox capacity which bounces emails back if it is full.  The new email accounts meet the same security levels as NHS.net.  When changes occur, we will update you here.

 

Referral Age

The service specification for the clinic states that we can see patients from the age of 17 years old.  Therefore, we are unable to accept a referral before a person’s 17th birthday.  We can, of course, accept it on the same day as their birthday.

 

Telephone and emails

Due to the high demand of emails and telephone calls, we will be looking at our peak times and response rates.  This may mean that we change our telephone availability and response time to emails.

We do receive several queries that can be addressed by looking on the website, so please do check the website first. 

Again, we will update you on any changes here.

May 2020 Update

Clinic Team

Due to COVID-19 the team is working under social distancing and working remotely.  This does provide the occasional challenge and we would ask people to bear with us during this exceptional time.  We will continue to follow national guidance regarding social distancing and not holding face to face appointments at this time.

 

Gender Appointments

Where possible appointments are now Video or Telephone Consultations and details about how the Video Consultations work will be emailed to you when your appointment date and time has been confirmed.

We are trying to contact all patients by phone first, then email as we have identified a slight problem with the post system.  If you are not sure if we have your current telephone or email details, please send us a Change of Details form along with an Email & Text Understanding form which can also be found on the website.

 

Post

Our post goes via a franking office and some of the letters have not been franked as they have been returned by the Post Office to us, however this appears to take 6 to 8 weeks.  We are looking into this and to find a solution.

 

Waiting List

Our current waiting time is 34 months on average for a new patient referral.

 

Patient by Experience to help with training

The clinic is looking for volunteers who would be happy to help train new starters within the service, so if you would be interested in this, please let us know by email.

 

Patient Video and Telephone Appointment Evaluation

During May we will be asking patients to give feedback on their experience of the appointments being held by Video or Telephone via SurveyMonkey.  We would be grateful for your partition and feedback if you are asked during the two-week period of the evaluation.

 

Important forms

It is very important that we have the right contact details for our patients so please use the forms below to let us know if you have changed any details or to give us permission to text you appointments once we start that service.

 

 

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