Staying Connected with
Our Service / The Review System

As part of our commitment to the National Service Framework for Long Term Conditions, many of our patients will stay under the care of our service after they have been referred.

This means we won’t discharge you unless you choose, or if you move out of area. Instead, you’ll remain on our caseload. We’ll contact you regularly to complete a comprehensive review of your condition.

Reviews usually take place every 3–12 months, depending on your personal needs. This will be agreed with your nurse or therapist.

 

How our review system works

We’ve recently updated the way we carry out reviews. This is following patient feedback and helps us continue to provide a responsive, high-quality service.

When your review is due, you’ll first be invited to complete an online questionnaire. Depending on your preferred contact method, you might receive this invitation by text message or email.

The questionnaire covers different areas of your condition, symptoms and wellbeing. Once you return it, a clinician will review your responses to see if you need any extra help or support. We’ll then get in touch to discuss the outcome and any next steps.

What if I can’t complete my review questionnaire online?

We know that everyone has different ways they like to stay in touch and share information. While completing your review online is quick and easy for many patients, we completely understand that it might not suit everyone — and that’s absolutely fine.

Please don’t worry — we’re committed to making the process as accessible as possible. If you’re unable to complete your review questionnaire online, we can arrange an alternative that works best for you. This may include completing your review over the telephone with a member of our team, or arranging a face-to-face appointment.

Our priority is to make sure your review is convenient and accessible. If you’d like to arrange an alternative option, just get in touch with our team. We’ll be glad to help you find the best way to complete your review.

Can I still see a clinician in person?

Yes, we offer face to face appointments for our patients, even if you haven’t seen us for a while.

As mentioned above, we will send you a questionnaire to let us know how you are and how things have been with your particular condition. Once we’ve received your completed questionnaire, we will review the answers and will let you know the outcome via text message (SMS).

If it has been more than 18 months since your last appointment with us, we will automatically invite you for a face-to-face review. 

 

What if things change between reviews?

If you’re already known to our service, you can contact us at any time if you need advice or support — there’s no need to wait for your next review.

We encourage you to get in touch if:

  • Your condition changes, or you experience a deterioration
  • You have a new episode or symptom linked to your condition
  • You need advice, reassurance, or support

Remember: “If in doubt, reach out!”. We’re here to help.

Our working hours are Monday to Friday, 8.30am–4.30pm.

You can find details of how to contact us on our Contact Us page.

*Please note that we are not an emergency service. If you need urgent medical help, please contact your GP, call NHS 111, or in an emergency, dial 999.