Patient Initiated Follow Up (PIFU)

An initiative that aims to give patients more control over their health condition is being rolled out across some services at Epsom and St Helier University Hospitals NHS Trust.

Known as the Patient Initiated Follow-Up Service, this innovative way of working is designed specifically for patients with stable long-term conditions, and allows people to contact and access their clinical teams as and when they have a flare up of their condition.

The aim of the service is to reduce unnecessary visits to hospital, and to improve patient waiting times, which in turn releases the clinical teams to see new and more complex patients in a timely manner.

The programme was piloted successfully at the Trust in October 2019 for patients of Ear, Nose and Throat services, and will now be extended to cover the following services: Surgery, Medicine, Women and Children’s and clinical Services.

Each patient will be assessed on an individual basis for their suitability for Patient Initiated Follow-Up by the clinicians responsible for their care. If they are deemed suitable, they will receive training about how to manage their condition at homes with instructions on how to access the Patient Initiated Follow-Up service if they need help or advice at any time.

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 patient’s condition returning, speed up rehabilitation or identify new problems. In fact, many people find the routine follow up visits to the hospital cause a lot of unnecessary anxiety and disruption to their already busy lives”.

Mr Ravi Hehar, Clinical Lead of Ear, Nose and Throat at Epsom and St Helier hospitals added: “Since we began trialling this at the end of last year, the new service has created the ability for patients to directly access the specialist clinical teams for their condition when they most need it. For all other concerns, unrelated to the condition for which they are under the specialist, or if patients are feeling unwell, their GP remains their first point of contact.”

To ensure that patients find the service beneficial, feedback will be gathered regularly.

The new service has been developed as part of the Planned Care Improvement programme. This is a clinically-led strategy to ensure health and care services across Sutton and Surrey and surrounding areas can remain safe, are of a consistently high standard, and can be financially sustained not just for the next five years, but well into the future.

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

If you have any questions or concerns about the Patient Initiated Follow-Up Service, please call 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 an appointment when you need it and provides you with direct access to guidance when you need it. The majority of patients with stable long-term conditions do not require regular follow up appointments with the hospital team. Research has shown that regular visits to hospital do not help to prevent your condition returning, or identify new problems.

Instead of being offered regular clinic visits and routine check-ups with your consultant, PIFU patients can make their own appointment when they need it, such as if and when you experience a flare-up of your condition. This reduces any unnecessary anxiety, waiting times, expense and travel to and from an appointment (which we know can cause disruption to day-to-day routines).

How do I book a patient initiated follow up appointment?

The service is quick and easy to use. Should you need to schedule a follow up appointment, please contact our Outpatient Booking Centre on 020 8296 2968 and explain to the team that you were placed on a PIFU pathway by your clinician. The team will agree a suitable appointment date and time over the phone with you, within the next eight weeks, where possible. Please note that the operator cannot give any clinical advice.

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 the Outpatient Booking Centre if you are experiencing a flare-up of your condition, if your symptoms change or become more difficult to manage. We are here to support you.

If you have a concern or question about your condition, but do not think you are experiencing a flare up, please contact your GP.

When not to use PIFU

If you require urgent medical advice you should contact your GP or NHS 111, or if you are really unwell, your local Emergency Department (A&E). For all other concerns, or if you are feeling unwell, your GP remains your first point of contact.

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

If you have not called back within the specified time frame given by your clinician, you will be discharged back to your GP. If you feel that you need further investigations, your GP will need to complete 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.