Frequently asked questions
Please see some answers to common questions we have received during the coronavirus (COVID-19) pandemic.
I have been referred to the service but I have not heard anything
We have received your referral but are currently not scheduling any new patients unless clinically urgent. You will remain on our waiting list and we will be in touch with you in due course.
I am worried that I might have coronavirus (COVID-19)
Please call NHS 111 for advice.
I am on medication prescribed by your team and I am not sure if I should stop them
Do not stop any medication unless specifically told to do so by your clinical team. If you are unsure, please contact our clinical team on the numbers provided.
I have an appointment soon and I have not heard from you
We are attempting to contact all patients in advance of your appointment. If you haven't heard from us and your appointment is less than three days away please email us with your up to date contact information.
I have symptoms that I am worried about
If the symptoms are related to the condition for which we are seeing you and you
need specific clinical advice from our team please contact us.
My medication is running out and I need a prescription
If the medication is usually prescribed by your GP, contact the surgery. If we usually prescribe your medication, please contact us.
Tel: 020 7188 0850
Please use email unless your request is urgent.
I have received a text message advising me that I am a vulnerable or high risk patient. What should I do?
The SMS/text message you have received indicates that you are deemed to be at high risk of severe illness from coronavirus (COVID-19). This level of risk is based on your metabolic diagnosis and presence of other co-morbidities. The level of risk cannot be determined definitely, and has been made on clinical judgement based on consensus opinion between metabolic teams, and in line with the UK government's advice on COVID-19.
The SMS/text message advises you to take shielding measures, as put in place by the UK government. Visit the gov.uk shielding guidance page for information on shielding, including what this means, and what activities you can or cannot do. We cannot advise on individual scenarios, and we ask that you follow the guidance issued by the government.
You can contact us about specific metabolic clinical issues, or if you are unwell and need metabolic advice by phone or email. Please be advised that there may be a delay of up to two weeks to receive a response from our team depending on the urgency of your clinical query.
Tel: 020 7188 0850
Enquiries about COVID-19 related symptoms should be made directly to NHS 111 and their advice should be followed.
I have recieved a text message advising me that I am a vulnerable or high risk patient. Will I also be getting a letter?
Yes, you will. As of Friday 17 April, we have begun posting out letters to recipients of this text message. A copy of this letter will also be sent to your GP. This letter will confirm your risk status and can act as supporting evidence for your employer or to gain access to relevant support services that you may need.
If you have not received a letter by Monday 27 April and you have received a text message, please let us know by emailing email@example.com.
If you have not received either a text or a letter and you feel that you should have, please let us know by emailing firstname.lastname@example.org.
I have received notification that my appointment will be a video consultation. What does this mean?
If you have received a text notification for a video appointment, please read our 'Video consultations using Attend Anywhere' leaflet (162Kb). Please note that whilst we are in lockdown due to coronavirus (COVID-19), we are unable to offer face-to-face appointments as indicated in the leaflet.