Help

Welcome to the Choose and Book Help page. Please use the table of contents to find help on the topic you require.

Overview of Choose and Book

Choose and Book is a booking service provided by the National Health Service (NHS) that enables you to quickly set the dates, times, and locations of outpatient appointments. Once you and your GP have decided that you should see a specialist, you can work with a member of the team at your GP surgery or connect to Choose and Book from home to choose a hospital or clinic and an appointment date and time that are convenient for you.

After you have logged in to the Choose and Book Web site, your name and the reference number of the current appointment or referral (appointment request) are displayed at the top of every page. The first page you will see is either Appointment Details or Referral Details, depending on whether an appointment has been booked for the reference number you used to log in.

From the Appointment Details page, you can perform the following actions:

From the Referral Details page, you can perform the following actions:

Additionally, you can click the following links from several main pages in Choose and Book:

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Tasks

Booking an Appointment

To book a new appointment or to rebook a cancelled appointment, complete the following steps:

  1. If you want to book an appointment for a reference number other than the one you currently are viewing, click View All Referrals to select the appropriate reference number, then click Continue.
  2. On the Referral Details page of the reference number you want to book, click Book Appointment.
  3. If more than one clinic is available for you to choose, the Choose Your Clinic page is displayed. The distance from the specified postcode, approximate wait time, location, and booking instructions (if applicable) are displayed for each clinic. If you want to learn more about a particular clinic, click the name of that clinic. If you want to view additional information about each clinic listed in Choose Your Clinic(s), click Compare All Clinics.
  4. Once you have selected the appropriate clinic or clinics, click Continue. If you want to return to the Referral Details page, click Back to Details.
  5. In Choose Your Appointment, select an appointment time. If multiple pages of appointments are available, you can use the page numbers or arrows to view additional appointment times.
  6. Once you have selected the appropriate appointment time, click Continue. If the Back to Step 1 button is available, you can click it to select a different clinic and begin again. If the Back to Details button is available, you can click it to return to the Referral Details page.
  7. In Book Your Appointment, review the information and verify that it is correct, then click Book Appointment. If you want to select a different appointment time, click Back.
  8. Once the appointment has been booked successfully, a confirmation page is displayed. If you want to print the confirmation page for your records, click Print Preview, then follow the directions on the preview page.
  9. If additional requirements are listed for your appointment and you want to cancel them at this time, click Cancel Additional Requirements.
  10. If you want to view additional reference numbers, click View All Referrals.
  11. If you are ready to close the Choose and Book Web site, click Log Out.

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Changing an Appointment

To make changes to a booked appointment, complete the following steps:

  1. If you want to change an appointment other than the one you currently are viewing, click View All Referrals to select the appropriate reference number, then click Continue.
  2. On the Appointment Details page of the appointment you want to change, click Change Appointment.
  3. In Choose Your Appointment, select a new appointment time, and click Continue. If multiple pages of appointments are available, you can use the page numbers or arrows to view additional appointment times. If you want to return to the Appointment Details page, click Return to Details.
  4. In Book Your Appointment, review the information and verify that it is correct, then click Book Appointment. If you want to select a different appointment time, click Back.
  5. Once the appointment has been booked successfully, a confirmation page is displayed. If you want to print the confirmation page for your records, click Print Preview, then follow the directions on the preview page.
  6. If additional requirements are listed for the appointment and you want to cancel them at this time, click Cancel Additional Requirements.
  7. If you want to view additional reference numbers, click View All Referrals.
  8. If you are ready to close the Choose and Book Web site, click Log Out.

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Cancelling an Appointment

To cancel a booked appointment, complete the following steps:

  1. If you want to cancel an appointment other than the one you currently are viewing, click View All Referrals to select the appropriate reference number, then click Continue.
  2. On the Appointment Details page of the appointment you want to cancel, click Cancel Appointment.
  3. Select a reason for cancelling the appointment, then click Continue. If you want to return to the Appointment Details page without cancelling the appointment, click Back.
  4. A confirmation message is displayed. To keep the scheduled appointment and return to the Appointment Details page, click No. To continue cancelling the appointment, click Yes.
  5. Once your appointment has been cancelled successfully, a confirmation page is displayed. If you want to print the confirmation page for your records, click Print Preview, then follow the directions on the preview page.
  6. If additional requirements are listed for your appointment and you want to cancel them at this time, click Cancel Additional Requirements.
  7. If you want to view additional reference numbers, click View All Referrals.
  8. If you are ready to close the Choose and Book Web site, click Log Out.

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Cancelling a Referral

To cancel a referral (appointment request) that has not yet been booked, complete the following steps:

  1. If you want to cancel the referral for a reference number other than the one you currently are viewing, click View All Referrals to select the appropriate reference number, then click Continue.
  2. On the Referral Details page of the reference number you want to cancel, click Cancel Referral.
  3. Select a reason for cancelling the referral, then click Continue. If you want to return to the Referral Details page without cancelling the referral, click Back.
  4. A confirmation message is displayed. To keep the referral and return to the page from which you came, click No. To continue cancelling the referral, click Yes.
  5. Once your referral has been cancelled successfully, a confirmation page is displayed. If you want to print the confirmation page for your records, click Print Preview, then follow the directions on the preview page.
  6. If you want to view additional reference numbers, click View All Referrals.
  7. If you are ready to close the Choose and Book Web site, click Log Out.

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Cancelling Additional Requirements

If you cancel a referral (appointment request), any additonal requirements associated with that referral are cancelled automatically; however, if you cancel a booked appointment, the additional requirements are retained until you either cancel the related referral or cancel the requirements separately.

To cancel additional requirements associated with a referral or booked appointment, complete the following steps:

  1. If you want to cancel additional requirements associated with a reference number other than the one you currently are viewing, click View All Referrals to select the appropriate reference number, then click Continue.
  2. On the Details page of the appointment or referral for which you want to cancel additional requirements, click Cancel Additional Requirements. If only one additional requirement is associated with the appointment or referral, the button contains the name of that requirement.
  3. Click the box next to each additional requirement you want to cancel so that the tick is removed, then click Continue. If you want to return to the page from which you came without cancelling any additional requirements, click Back.
  4. A confirmation message is displayed. To keep the additional requirements and return to the previous page, click No. To continue cancelling the additional requirements, click Yes.
  5. Once your additional requirements have been cancelled successfully, you are returned to the page where you first selected to cancel the additional requirements, and a new confirmation message is displayed. If you want to print the confirmation for your records, click Print Preview, then follow the directions on the preview page.
  6. If additional requirements remain that you did not cancel and you want to cancel them now, click Cancel Additional Requirements. If only one additional requirement is associated with the appointment or referral, the button contains the name of that requirement.

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Changing Your Password

To change your password, complete the following steps:

  1. Click Change Password.
  2. In the Current Password box, enter your current password.
  3. In the New Password box, enter your new password.
  4. In the Re-Enter New Password box, enter your new password again.
  5. Click Submit. To return to the page from which you came without changing your password, click Back.
  6. Once your password has been changed successfully, a confirmation message is displayed on the page from which you came.

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Changing Text Size

In order to more easily view the text on the Choose and Book Web site, you can select to make it larger than the default size. Once you have changed the text size, text on all pages you visit will be displayed in that size until you log out of Choose and Book.

To resize text on the Choose and Book Web site, complete the following steps:

  1. In the upper right corner of the page, click the AAA link to enlarge the text. Two text sizes larger than the default size are available.
  2. To return all text to the default size, click the AAA link until the smallest text size is displayed.

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Using Choose and Book in Languages Other Than English

To view instructions on using Choose and Book in languages other than English, complete the following steps:

  1. Click the Other Languages link in the top right corner of the page.
  2. From the list on the left side of the Other Languages page, select the appropriate language.
  3. To return to the log-in page, click Back to Log In.

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Logging Out of Choose and Book

After you are finished using Choose and Book, it is recommended that you log out properly in order to save your changes and keep your information confidential.

To log out of the Choose and Book system, complete the following steps:

  1. Click Log Out.
  2. A confirmation page is displayed. To remain logged in to the Choose and Book system and return to the page from which you came, click No. To continue logging out, click Yes.
  3. Once you have been logged out successfully, a confirmation message is displayed on the Choose and Book log-in page.
  4. If you want to log in again to the Choose and Book system, enter the appropriate information, and click Log In. Otherwise, you can close the Web browser.

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Understanding Messages in Choose and Book

System Messages Explained

When necessary, messages are displayed in Choose and Book to inform you of the system's status or errors that have occurred. Errors can occur when information is entered incorrectly or if there is a temporary problem with the system.

Below is a list of common system messages listed that may be displayed on the Choose and Book Web site. The information given contains an explanation of the why the message is displayed and the action(s) you can take to continue.

Access to Choose and Book has been denied because of three failed log-in attempts. Please contact the Choose and Book Appointments Line on the number listed below.

Access to Choose and Book has been denied because the appointment reference number, year of birth or password are incorrect. Please check these and try again. If you no longer have your password you should return to your GP practice to have it reissued. The receptionist or other practice staff will be able to help you.

Changes to your referral have not been saved. Do you want to continue without saving?

Please enter your current password and a new password to continue.

Please enter your reference number, year of birth, and password to continue.

Please select a clinic to continue.

Please select a reason for cancelling your appointment to continue.

Please select a reason for cancelling your referral to continue.

Please select a reference number to continue.

Please select an appointment time to continue.

Please wait while we process your request. Please do not close your browser or navigate away from this page.

Some of the clinics defined on your referral are no longer available. Please contact the person, [Name], who made the booking request if you want to book into these clinics. Contact information for GP Practices and other NHS organizations can be found on www.nhs.uk. You can still book into any of the clinics listed below.

Sorry, the appointment you selected is no longer available. Please select a different appointment.

Sorry, we cannot process your log-in at this time. Please log out, close all Choose and Book browser windows, and try again.

The appointment cannot be cancelled and is being retained. Please contact the Choose and Book Appointments Line on 0345 60 88 88 8 for assistance.

The appointment to which your reference number is associated takes place in the past. You can only log in with a reference number that has an appointment in the future or is not yet booked. Please contact the Choose and Book Appointments Line for further information.

The clinic defined on your appointment is no longer available. Please contact the person, [Name], who made the booking request. Contact information for GP Practices and other NHS organizations can be found on www.nhs.uk.

The clinic(s) defined on your referral are no longer available. Please contact the person, [Name], who made the booking request. Contact information for GP Practices and other NHS organizations can be found on www.nhs.uk.

The person who referred you has recommended that you should be seen by a date that is now in the past. Please return to your GP Practice or contact the Choose and Book Appointments Line on 0345 60 88 88 8 for further information or to book your appointment. Please contact the person who referred you, [Name]. You can find their contact details on www.nhs.uk.

The specialist you were booked to see has referred you to a different specialist. To learn why, please contact the service to which you were booked. You will be contacted in a few days to book a new appointment, or you may do so using one of the options below or by calling the Choose and Book Appointments Line.

The system is unavailable for the hospital that you are trying to book. Please try again later.

There are currently no appointments available. Choose some alternative clinics and try again. If there are still no appointments available, please call the Choose and Book Appointments Line on 0345 60 88 88 8.

There are currently no appointments available; please try again later. Please call the Choose and Book Appointments Line on 0345 60 88 88 8 for further information.

There was a problem with the system, and you will need to log in again. If the problem continues, please contact the Choose and Book Appointments Line on 0345 60 88 88 8.

This appointment has been cancelled.

This appointment is currently being updated. Please try again later.

This reference number is currently locked because of an incorrect log-out. Please contact the Choose and Book Appointments Line on 0345 60 88 88 8 to have the reference number unlocked.

This referral has been cancelled.

To cancel this urgent referral, please contact the person who referred you.

To cancel this referral, please contact the person who referred you.

Unfortunately, your appointment has been cancelled. To learn why, please contact the Choose and Book Appointments Line or the service to which you were booked. We apologise for any inconvenience this may cause. You will be contacted in a few days to book a new appointment, or you may do so by calling the Choose and Book Appointments Line on 0345 60 88 88 8.

You are about to be redirected to a website outside of Choose and Book. If you continue, you will need to use your browser back button to return to Choose and Book. Do you want to continue on to a website outside of Choose and Book?

You cannot change this appointment. Please return to your GP practice or contact the Choose and Book Appointments Line on 0345 60 88 88 8 for further information.

You cannot change this appointment. Please return to your GP practice or contact the Choose and Book Appointments Line on 0345 60 88 88 8 for further information or to reschedule. Please contact the person who referred you, [Name]. You can find their contact details on www.nhs.uk.

You cannot make an appointment using this reference number. Please contact your GP practice for more information.

You have chosen not to cancel any additional requirements. Do you want to continue?

You have logged out of Choose and Book.

Your [additional requirement] has been cancelled.

Your [additional requirements] have been cancelled.

Your appointment cannot be booked. Please contact the Choose and Book Appointments Line on 0345 60 88 88 8 or your referrer, [Name]. You can find their contact details on www.nhs.uk.

Your appointment cannot be rebooked. Please contact the Choose and Book Appointments Line on 0345 60 88 88 8 or your referrer, [Name]. You can find their contact details on www.nhs.uk.

Your appointment has been booked.

Your password could not be changed at this time. Please try again later.

Your password could not be changed. Please make sure you have entered the same password in the Re-Enter Password box as in the New Password box.

Your password could not be changed. Please make sure you have used between 6 to 40 letters, numbers and spaces.

Your password could not be changed. The password you entered does not match your current password.

Your session has timed out. Please log in again to continue.

Unfortunately your booking has been cancelled. Please contact [Service], the service to which you were booked, on [Phone Number]. We apologise for any inconvenience this may cause.

Note: [Service] is the textual "Service Name" of the IBS service that the UBRN was booked into, as recorded on the Directory of Services, and [Phone Number] is the "Booking Telephone Number" of the IBS service that the UBRN was booked into, as recorded on the Directory of Services.

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