Patient Initiated Follow Up (PIFU)

PIFU stands for Patient Initiated Follow-Up. It gives patients more control over managing their health by allowing them to request a follow-up appointment only when they need one.

This means patients don’t have to come to hospital for routine appointments that may not be necessary, saving time and reducing disruption to daily life. It also helps the hospital free up appointment slots for those who need them most.

What our clinicians say about PIFU

Miss Andrea Sott, Divisional Medical Director for Planned Care and Orthopaedic Surgeon, said:

“This programme allows our patients to contact us quickly and directly if they need advice, support or would like to have an appointment to review their health condition, and puts the individual at the heart of our services.

Rather than the Trust creating an appointment that our patients might not necessarily need or want, this means our patients can make arrangements that suit them and their needs.

Research has shown that having a regular outpatient appointment does not always help to prevent a condition returning, speed up recovery, or identify new problems. In fact, many people find routine visits cause unnecessary anxiety and disruption to their already busy lives.”

Mr Ravi Hehar, Ear, Nose and Throat (ENT) Consultant at Epsom and St Helier hospitals, added:

“Since we began trialling this, the new service has made it easier for patients to contact the specialist clinical teams directly, at the time they most need support.

For all other concerns, or if a patient is unwell or has symptoms unrelated to their specialist condition, their GP remains the first point of contact.”

How is the service being developed?

This service is part of the Outpatient Transformation Programme – a clinically-led strategy to make sure health services across Sutton, Surrey and nearby areas are:

Safe and high-quality
Consistent and reliable
Financially sustainable for the long term

We will continue to gather patient feedback to ensure the service meets your needs.

Want to know more?

Please read our Frequently Asked Questions section for helpful information for patients and carers.

If you have any questions or concerns about the Patient Initiated Follow-Up (PIFU) service, please contact our Outpatient Booking Centre on 020 8296 2968.

Frequently Asked Questions

What is Patient Initiated Follow-Up (PIFU)?

PIFU puts you in control of making a follow up appointment when you need it. For patients with a PIFU decision and a follow up appointment already booked for review, you can contact us to request an earlier appointment. Your clinician will have advised you of which symptoms to look out for to help you decide when you need to contact us.

If your clinician gave you a PIFU plan without booking an appointment, they will have told you what symptoms to look out for. These are called “trigger symptoms”. If you get these symptoms, you can contact us to ask for an appointment within the time limit your clinician gave you and included the letter they sent to you that confirms you have been given PIFU.

If you don’t need an appointment during that time, we’ll assume you are doing well and we’ll discharge you back to your GP.

How do I book a patient initiated follow up appointment?

It’s quick and easy. If you get your trigger symptoms, just call us and tell the team that you are on a PIFU pathway.

We’ll agree an appointment date for you within the next 12 weeks (where possible). Please remember, the person answering the phone can’t give medical advice.

Contact numbers:

Ophthalmology patients: 020 8296 3800
Fracture Clinic patients: Email esth.virtualfractureclinic@nhs.net or call 020 8296 2530
Orthotics patients:
- Epsom: 01372 735568
- St Helier: 0208 296 2319
All other services: 020 8296 2968 (Outpatient Booking Centre)

Please remember, it is important that you are available for your appointment. If you find you are unable to attend, please tell us in advance, so we can offer your appointment to someone else who needs it.

When should I call for a PIFU?

You should call to request an appointment if you are experiencing any of the trigger symptoms for your condition that your clinician listed in your clinic letter. We are here to support you.

If you have a concern or question that is different to your list of trigger symptoms, please contact your GP practice team.

When not to use PIFU:

Do not use PIFU if:

You need urgent medical help – call NHS 111, your GP, or go to A&E
You feel unwell or your problem is not a trigger symptom listed in your clinic letter – speak to your GP practice first

Will you still be looking after me if I do not call for a PIFU?

If you don’t call within the time frame your clinician gave you, we’ll assume you no longer need specialist care and we’ll discharge you back to your GP.

If you feel you need help again after this time, your GP will need to send us a new referral.

If you have any questions or concerns about the Patient Initiated Follow-Up Service, please call our Outpatient Booking Centre on 020 8296 2968.

Patient Initiated Follow Up (PIFU)

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