COVID-19: Information for patients and families

At Schoen Clinic London, the safety and wellbeing of our patients and staff is our number one priority.

Your healthcare is important and we continue to provide expert care safely and maintain the highest clinical standards.

Following guidance from Public Health England and government requirements, we continue to monitor the situation to ensure you are kept safe.

COVID-19: Information for patients and families

Coming into our hospital

You can be reassured that we have created an environment which is as clinically safe as possible and we endeavour to make everyone feel confident about coming into our hospital. We will be screening everyone, including our staff,  before they come into our hospital for symptoms of COVID-19 and checking their temperature.

We are asking everyone who attends our site to follow and respect our policy on social distancing.

We appreciate this is a worrying time for you and your loved ones. If you have any special needs or would like to discuss your treatment further please do not hesitate to call us on +44 20 3929 0809, or speak directly to your consultant’s medical secretary.

Alternatively, you can contact us using our online form.

Frequently Asked Questions (FAQs)

We have gathered frequently asked questions from patients, relatives, and the community about COVID-19 and coming to our hospital. If you cannot find the answer in the list of questions, please call us on +44 20 3929 0809 or contact us using our online form.

About coming to our hospital

  • Where possible outpatient appointments will be virtual unless you are advised by your Consultant that you need to be seen at the hospital.

    Should your appointment take place at the hospital, we will direct you to the screening station, where a member of our team will take your temperature, ask you to use the hand gel and provide you with a fluid resistant face mask to wear throughout your visit. We would ask that you attend your appointment alone however, if there is a reason you need assistance during your appointment, please let us know in advance and a member of our clinical team will speak to you directly to confirm arrangements.

    If your appointment is virtual, our administration team will send you clear instructions about how to access this service.

    While in the hospital, all our patient facing staff will wear face masks and appropriate PPE for your protection.

  • Yes, if your Consultant feels it is important to have diagnostics they will arrange a referral to our Imaging Department. We are currently open Monday to Friday 9.00 am – 6.00 pm. 
    Appointments can be made through our bookings team.

  • During the COVID-19 pandemic, we are unable to allow any visitors to the ward. This is in line with Public Health England guidance and government requirements and is a temporary measure to keep everyone safe at this difficult time. However, if there is a reason why you need assistance during your stay, please let us know and a member of our clinical team will speak to you to discuss this in more detail.

  • Yes, we are - as announced on 21st March by NHS England, the independent (private) sector has joined the national response to COVID-19.

    We are proud to partner with NHS England in this unification of the healthcare sector and are accepting patients from local NHS trusts and private patients during this time.

  • We are proud to be working alongside the NHS with our local NHS Trust hospitals. Patients are triaged by the NHS and, if suitable, treatment can be undertaken at our hospital.

  • If you are coming into hospital for surgery our patient services team will provide full details around isolation and testing prior to your procedure. We continue to follow advice from Public Health England around best practice and update our processes regularly.

  • Yes, currently the majority of medical insurance companies are covering virtual online consultations and face-to-face appointments. Please call your insurance company, as normal, to obtain an authorisation number.

  • The hospital is open as usual although we do ask that you only attend for confirmed appointments and procedures. We do not offer a walk-in service and are unable to accommodate visitors at the present time.  

    Our bookings line is open 9.00 am to 5.00 pm Monday to Friday or contact us using our online form and a member of our team will respond to your query.

About COVID-19 and our hospital

  • The current case definition has been outline by Public Health England as:
    •    a high temperature (37.8C or higher) 
    •    a new, continuous cough 
    •    loss or change to your sense of smell or taste
    For more details and what to do if you have symptoms please visit the NHS website.

  • No, we are an orthopaedic and spinal specialist hospital and are unable to offer a walk-in service. If you believe you might have COVID-19 please follow Public Health England’s advice by self-isolating at home and visiting NHS 111 online.

  • We have set up our seating in waiting areas to comply with social distancing. All people who enter the building will be screened for COVID-19 symptoms including their temperature checked. We have removed high touch items such as water dispensers, coffee machines, magazines, and patient information brochures and have increased our cleaning protocols. If you would like a bottle of water, please ask a member of the team. We have limited the number of people in the hospital, and we continue to support our staff by enabling them to work from home where possible.

  • We have enhanced our cleaning regimens in all clinical areas, and we are following the Public Health England guidelines to prevent the transmission of COVID-19 in the hospital. Our staff are being tested regularly for COVID-19 and will self-isolate if they have any symptoms to protect patients and staff.