Frequently Asked Questions
When you arrive at Mayo Clinic Healthcare (4th Floor), 15 Portland Place, reception staff will greet you and provide you with registration forms which you are required to check and complete. They will then direct you to the appropriate floor where you may wait for a short time in a small waiting room area. The consultant or nurse will come to collect you from the waiting area.
It is advisable to attend 10-15 minutes earlier than the appointment time in order to complete paperwork and other relevant pre-appointment requirements. If you need to cancel your appointment, we require 24 hours notice otherwise there will be a £50.00 cancellation fee. Extenuating circumstances will be taken into consideration. Please note that Dr Ingrid Bergson and Katherine Butler require 24 hours notice for cancellations. If this is not received, the full consultation fee will be charged.
The consultant will discuss your relevant problem and enquire about your medical history including previous treatment related to your condition. Please bring any copies of letters from your GP or specialists. A thorough examination will then follow so it is advisable to wear comfortable clothes.
The consultant may request further investigations to assist in a diagnosis. If you have had previous scans or X-rays related to your condition, please bring these along to all of your consultations.
Some conditions may need to be treated immediately after the consultation. This may mean you need to have treatment with the London Orthopaedic Clinic’s nursing team.
If a follow up consultation or further investigations are required the consultant will indicate this and will either show you to his administrative team or ask you to call his PA to arrange this. The consultant will then write to your GP and any other referring professionals who will be continuing your care. This will summarise your consultation and the planned investigations. A copy is also available for you if requested.
Mayo Clinic Healthcare Radiology Department provide onsite X-Ray, Ultrasound, MRI, DEXA and CT services. Patients requiring diagnostic tests that cannot be performed onsite will be referred to a nearby imaging center within the Harley Street Medical Area, or to an appropriate facility of their choosing.
The consultant will discuss with you the results from your investigations. They will recommend the most appropriate treatment for your condition. This is a perfect opportunity to ask any relevant questions regarding your condition and care.
Depending on the results from these investigations the consultant will either discharge you from their care, refer you on to another health professional, book you in for surgery treatment or follow up or have The London Orthopaedic Clinic’s nursing team treat you.
If surgery is needed then the consultant will explain the whole procedure to you and what to expect afterwards.
If an operation is needed we will help to arrange this for you. Surgery will require admission to one of the various hospitals in and around London where our consultants have admitting privileges. The surgeon’s PA will be able to help book this for you. The hospitals that we work with include Mayo Clinic Healthcare, The London Clinic, Highgate Private Hospital and The Weymouth Hospital.
All medical insurers usually cover these hospitals, however, it is important to always check with your insurer regarding your proposed operation and cover for the hospital and all fees. We will assist you with any information that you require. For information on the surgical fees for a selection of our top operations, please download our surgical fees document.
You will be provided with instructions of when to stop eating and drinking and when to arrive at the hospital. On the day of admission, the hospital’s admission clerk will ask you some questions and will want to confirm your method of payment. Please bring your insurance details and if you are self funding then you will have to settle the hospital bill prior to admission.
Once admitted and settled in your room or day unit, a nurse will confirm your identity and place a wristband on you. Some baseline observations will be undertaken and the nurse will be able to answer any other questions you have about your hospital stay. Any further required investigations like an ECG, chest X-ray and blood tests might be carried out at this time.
The London Orthopaedic Clinic surgeon will visit you before your operation and will ask you to sign a consent form for the procedure. The surgeon will also visit you after your operation to check on your recovery.
The consultant anaesthetist will also need time with you before your operation to inform you about your anaesthetic and to check your health. Surgery can be undertaken under local, regional or general anaesthesia. You can discuss this with your surgeon and anaesthetist.
If you are insured, we would advise that you contact your insurance company prior to your first appointment to clarify what your policy covers and to ensure they will authorise your claim. All of our consultants are recognised by the major insurance companies.
Once you have received pre-authorisation for your consultation and/or treatment please bring these details with you to avoid having to self pay on the day.
Patients with non-UK based insurance will be asked to pay on the day of treatment. Receipts will be provided so that you are able to claim costs back from your insurance company.
Letters of guarantee from embassies are accepted, but please inform us of these at the time of booking your appointment and remember to bring this information with you on the day. We may have to charge you directly or decline treatment without your letter of guarantee. If you are paying for your own treatment you will be asked to settle the account at or before the time of treatment. We accept all major credit and debit cards except American Express.
The London Orthopaedic Clinic only treats patients from the age of 18, however many of our Consultants practice at other facilities and are able to treat children there. We are also able to offer recommendations for Paediatric Orthopaedic Specialists whom we work with so please call or email for more information.
The London Orthopaedic Clinic accepts patients who refer themselves to us. If you are insured and have referred yourself please contact your medical insurer as they do not routinely cover the cost of your care if you have not been referred by your GP or another specialist.
In order to comply with CQC regulation, new patients cannot be offered telephone consultations. Telephone consultations can be booked in to receive results of scans or tests, but you will need to return to the clinic if follow-up treatment is required including for repeat prescriptions.
In order to be compliant with General Data Protection Regulations (GDPR), all correspondence regarding patient information must be sent via a secure portal.
From February 2018, we will be sending all documentation concerning confidential information via our secure system, Egress.
This will mean that documentation is password protected and you will receive password information either via a separate text message or e-mail. To ensure that you are able to access your documentation, please provide the administrative staff with all up-to-date e-mail addresses and mobile numbers.
Metered street parking is available near the consulting rooms and hospitals. Westminster council only offer a telephone credit card payment service for metered parking. There is also an NCP car park in Cavendish Square (9 minute walk away).
Mayo Clinic Healthcare has step-free access to enter and exit the building. If you have additional access needs, we kindly ask that you make your Consultant’s PA aware, in advance of your appointment, so that we can accommodate appropriately.
No. All Consultants and other Specialists practising at TLOC are self-employed and are required to hold independent Professional Indemnity insurance cover for their professional practice. They are not employees of London Orthopaedic Clinic LLP nor servants or agents of TLOC.
Please email firstname.lastname@example.org or call 0207 186100 Option 1 if you are unable to attend your appointment. From 1 Oct 2020, a cancellation fee of £100 will be payable to your Consultant for any appointment not cancelled with one full working day’s notice. If you are under the care of one of our Clinical Therapists, you will have been notified if a separate Cancellation Policy applies to their practice.