Your experience as a patient with us

Outpatient consultation

Your first consultation with us will take place at one of our specialist musculoskeletal clinics. Here we will take a full medical history and conduct an appropriate examination, before deciding on whether any further diagnostic investigations are required, such as an x-ray.

If you intend to pay for your treatment using private medical insurance, we recommend contacting them in advance to obtain an authorisation code, which will cover your first appointment with us, and any basic diagnostic tests we might need to conduct on the day.


During your initial consultation, your consultant may request x-rays, MRI scans or ultrasound scans. If you are covered by private medical insurance, these will usually be covered by your initial authorisation code, but if you have any concerns, do contact them.

At One Orthopaedics we aim to offer same-day diagnostic imaging, but this can be arranged for another time if this suits you better. Once the diagnostics have been processed, the office team will arrange a follow up appointment, during which we can discuss your treatment options.

Should your consultant recommend any outpatient procedures, such as injections, you will be informed of the reason for this, and also of  any additional costs that may be incurred. You will have time  to consider the plan we recommend, and contact your insurance company should you need to.

Inpatient treatment

If your consultant recommends a surgical procedure as the best way to treat your injury or condition, they will discuss with you why, as well as the risks and benefits of the procedure, and the likely outcome compared with non-operative courses of action. You will then have time to consider this fully. Should you wish to proceed with the recommended course of treatment, the consultant’s team will contact you to arrange for your admission to one of the private hospitals from which we operate.

Ongoing care

We are committed to ensuring all of our patients are fully satisfied with their treatment. Your consultant will arrange appropriately timed follow-up consultations in order to make sure you are fully recuperated before being discharged.

Monitoring patient experiences and outcomes

At your initial consultation, we we will ask if you are willing to take part in our Patient Outcomes Monitoring system. This is an online, fully-anonymised and GDPR-compliant scheme, which aims to monitor your response to both non-operative and operative procedures  proposed by your consultant, and help to ensure you are progressing as we would hope.

This will involve filling out an anonymised, pre-operative questionnaire, which helps us assess your current situation. You will then be sent online questionnaires via email, at appropriate time periods throughout your treatment. Your participation in this scheme is entirely optional, but your assistance is greatly appreciated, as monitoring all of our patient’s treatment allows us to continually improve our quality of care.

Making a complaint

If you are in any way unhappy with any aspect of your care, or think there is something we need to improve, please let us know so we can learn from your experience and put things right.

To make a complaint or suggest an improvement, please email or write to: The Practice Manager, One Orthopaedics, BMI Mount Alvernia Hospital, 46 Harvey Road, Guildford, Surrey GU1 3LX.

On receipt of your feedback, your complaint or suggestion will be logged by our Practice Manager, who will respond within 3 days. Should your complaint require detailed investigation, we promise to  keep you informed as we work through the process.