FAQs
In this section, you will see answers to our most frequently answered general questions below.
Most Private Medical Insurers usually require a GP referral before they can authorise any appointments or treatment. It is best to check with your provider in advance to avoid any potential delays.
For Self-Pay patients, depending on the Consultant you wish to see, you may be asked to obtain a referral from your GP.
If you know the name of the Consultant you would like to be treated by, we would advise you to contact us in the first instance, and we can advise you.
If you have no preference over which Consultant you would like to see, we would recommend contacting your GP who will be able to guide you to the most suitable route of treatment.
As above, you’re likely to need a GP referral letter if you’re opting for private healthcare via a healthcare insurer.
Once you have a GP referral letter, you can get in touch with your preferred Consultant’s secretary to book a consultation. It’s usually as simple as an email or phone call (both details are available on your Consultant’s page).
Ashford
The Spencer Private Hospital in Ashford is located within the Arundel Unit of the William Harvey Hospital in Ashford (WHH).
There is a car park opposite the Spencer Private Hospital Outpatient unit for Private Patients. You will need to obtain a parking permit from the Reception Team to place in the window of your car to park here.
There is also parking within the Trust car park on site that is chargeable for all NHS Patients.
Find our Ashford hospital on Google Maps here or on Apple Maps here.
Canterbury
The Spencer Private Hospital in Canterbury is located within the Emergency Care facility at Kent & Canterbury Hospital (KCH), with the entrance located immediately left of the Minor Injuries unit, with an intercom to gain access.
You can use the Trust car park on site, which is chargeable for all NHS Patients and Private Patients can validate their parking with our Reception Team before returning to their car.
Find our Canterbury hospital on Google Maps here or on Apple Maps here.
Margate
The Spencer Private Hospital in Margate is located on the Ramsgate Road entrance to the main Queen Elizabeth the Queen Mother (QEQM) Hospital.
There is a car park opposite the entrance to the Spencer Private Hospital Margate unit for Private Patients. This is activated by a code to enter and exit the car park. All Private Patients will be contacted in advance with the code for the day of your appointment or treatment to gain entrance and exit.
For all NHS Patients, there are the Trust car parks on site that are chargeable for all NHS Patients.
Find our Margate hospital on Google Maps here or on Apple Maps here.
Private Medical Insurance
If you hold Private Medical Insurance, we recommend that you contact your provider in advance to advise that you plan to visit Spencer Private Hospitals to have your treatment. They will be able to confirm that your cover allows your proposed treatment and authorise your visit prior to you attending your appointment or treatment session, which will avoid any hiccups with providing care.
It is recommended that you keep in contact with your provider throughout your treatment with us, as each provider has slightly different requirements under their terms and conditions. They will be able to explain any grey areas in detail with you.
When you attend your initial appointment with Spencer Private Hospitals, please bring your Private Medical Insurance documents that contain your membership number and the given pre-authorisation number your provider will issue you at the start of your enquiry with them. You may be asked to complete a form by your provider, which has been signed by your GP — if your provider has asked for this, please also bring this document with you.
We are registered with all the major insurance companies, and we will invoice your provider directly. If you are unsure if we’re registered with your provider, please contact us and we will be able to confirm this.
If you receive any invoices from your Consultant after discharge, you will need to forward these to your insurance company for payment, please do not send these to the hospital.
Before starting any medical treatment, it's important to check with your insurance company to understand if there are any excess or out-of-pocket expenses you'll be responsible for. This helps you avoid unexpected financial surprises during your recovery.
Please note that take-home medicines (apart from your own medication, which is returned to you) and physiotherapy aids are not usually covered by medical insurance and you will therefore be asked to make payment for these where applicable.
Self-Funding Patients
If you are not covered by Private Medical Insurance or your policy does not cover your required treatment, you have the option to become a self-funding patient to cover the full costs of your treatment.
You can be a self-funding patient all the way from the initial consultation with your Consultant through to your discharge, where applicable.
If you choose to be a self-funding patient, please contact your Consultant’s Private Medical Secretary (you will see this detail on the Consultant Profile on our website here) in the first instance. They will be able to arrange your first appointment and explain the Consultant fee and how your pathway will progress.
If you are recommended by your Consultant to have an operation, you can remain a self-funding patient for this. Your Consultant will complete Spencer Private Hospitals’ booking form with a code for your operation. This will be used to generate a fixed price quote for any Inpatient stays. You will be required to pay the agreed cost of this quote in full prior to your admission.
Consultants will usually charge you separately for their fees. This means you may receive two invoices for your treatment - one from Spencer Private Hospitals and one from your Consultant.
Friends and family can visit you whilst you are on the ward. We request that a maximum of 2 visitors are present at any one time.
Our visiting hours are:
| Location | Opening Hours |
|---|---|
| Ashford | 11am – 8pm |
| Canterbury | 11am – 8pm |
| Margate | 11am – 8pm |
Friends and family can contact the ward to speak to our Inpatient Nurses about your recovery.
For Ashford, please call 01233 616256.
For Canterbury, please call 01227 206702.
For Margate, please call 01843 234552.
For your comfort, please bring a dressing gown and slippers with you.
We do not recommend you bring money or any valuables into the hospital with you. Spencer Private Hospitals does not accept liability for any loss of money or personal belongings during your stay. Our cafes and kiosks usually accept card payments.
Yes, each of our hospitals has free internet access for you to use during your time with us.
The main benefit of private healthcare is choice. For whatever healthcare service you need, it’s up to you if you want to opt for a particular Consultant as well as, where availability & facilities permit, where you want your treatments to be carried out.
We love to get patient feedback – please use the Contact Us page to leave us a message, and one of our team will get in touch.
LifeBox FAQs
LifeBox - digital pre-operative assessment
Spencer Private Hospitals have joined forces with LifeBox - a digital Pre-Assessment software that will help you to prepare for your upcoming Inpatient procedure with us by sharing information through a digital platform which you can do from the comfort of your own home.
What is LifeBox?
LifeBox is a digital Pre-Assessment software in the form of an App that you can access via your mobile devices as well as web browsers. You will be able to complete your Pre-Assessment health questionnaire online, from the comfort of your own home and in your own time, saving extra travelling to our hospital sites. This is an essential part of your pre-operative assessment.
By completing your health questionnaire at home through LifeBox, we will be able to collect important information about your medical history prior to your visit to our hospitals for your Inpatient stay. This will enable us to prepare and plan for your upcoming procedure and also provide you with important information about what to expect in advance of your arrival to our hospitals.
What are the benefits of LifeBox?
LifeBox is very easy to use and is very visual - you will be able to monitor your progress of completing the health questionnaire as well as save it, so that if you need to stop and come back you do not need to repeat the completion of your information.
By allowing you to complete part of your pre-operative assessment from home, LifeBox reduces unnecessary hospital visits and associated travel as most patients will only be called to our hospital sites for any pre-operative testing and most queries can be made over the telephone. It also means that you can complete the health questionnaire's in the comfort of your own home, with your own personal medication to hand and have support from family, friends or carers if needed during the process.
You will also be able to view and share your medical information with us through LifeBox as well as read informative patient information leaflets and watch educational videos regarding your upcoming Inpatient procedure.
Which patients will use LifeBox?
Most adult patients having a planned procedure under anaesthesia at Spencer Private Hospitals will be registered to use LifeBox. Children will not be set up on LifeBox, any child Inpatient stay will be managed through our Childrens Nurses.
How do I get a LifeBox account?
Once you have seen your Consultant and they have listed your for a procedure, we will create a LifeBox account for you at the hospital with your information provided to us (name, phone number and email address). When your profile is set up and ready for you to start completing your health questionnaire, you will be contacted by email and by text with a link to LifeBox.
It is important we have your correct email address and mobile number so that we can set you up correctly.
If your contact details have changed, or you do not receive the email or text to activate your account within 3 days of you being advised that your Consultant has listed you for a procedure, please contact our Bookings Team on: 0330 019 4890 or email admin.pre-assessment@spencerhospitals.com
How do I activate my LifeBox account?
When your account has been set up and is ready for you to start completing your health questionnaire, you will be contacted by email and by text to ask you to activate your account - this will include a link to your LifeBox account. The email you receive to activate your account will be from SPHbookings@lifeboxhealth.com
Please do check your junk/spam folder if you have not received our email. For more information, view the 'Activating your LifeBox account' tab below.
What happens when my account is activated?
After activating your account using the two-step authentication process, you will need to start completing your health questionnaire, watch any relevant procedure videos and you can also access any information that we have uploaded - this could be your medical imaging, Consultant letters or referrals - each case will be specific to each individual patient.
Please ensure that you complete your health questionnaire within 7 days to avoid delays to your Inpatient procedure date. If you need any help with completing your health questionnaire, please see our ‘I need Help with LifeBox' tab below.
Step 1 - Receiving an email from LifeBox with an activation link
You will receive an email from Spencer Private Hospitals with an activation link within 3 working days from you being advised that your Consultant has listed you for a procedure. The email will come from the email address SPHbookings@lifeboxhealth.com
Please check your junk/spam folders if you have not received the activation link within 3 working days. If it is not there, please contact our Bookings Team on 0330 019 4890 or email admin.pre-assessment@spencerhospitals.com and they will be able to send you a new link.
Step 2 - Creating a password
Use the activation link in your email from us to access the sign-up page. You will need to create a secure password and confirm this password, then click ‘sign-up’.
Step 3 - Confirming your account
Once you have signed up you will land on the confirmation page. A text message will be sent to your mobile phone, containing a passcode which you will need to enter here along with your email address, then click ‘confirm’.
Step 4 - Logging in
You will now see the login page. Please enter the password you have just created, then click ‘open LifeBox’ to begin completing your details on the health questionnaire.
Completing the LifeBox health questions
Once you have logged into your LifeBox account you will see body system icons in a circle that we refer to as the ‘wheel’. You must click on each body system and answer the questions presented as fully as possible.
Depending on how you answer each question you may be asked further questions. You will notice that when you have completed all required questions relating to a body system the icon on the wheel will change to a green tick which shows that this section is now complete.
You do not have to answer all questions in one attempt as you can save your answers and come back to the health questionnaire, but we will not be able to view your information until all questions have been answered.
Please answer all questions as soon as possible (but no later than 7 days after activating your account) so that we can progress your pre-operative assessment and ensure that you are fir for surgery and can progress you on our waiting list.
Your procedure may be delayed if you do not complete your health questionnaire in time.
Once you have completed all the questions and submitted your health questionnaire, your answers will be reviewed by the pre-operative assessment team, they may have additional follow up questions but most of these can be answered through a simple telephone call and would not necessarily require a visit to our hospitals.
We will then contact you at a later date to arrange any pre-operative testing that may be required - this will be a visit to our hospital sites and is normally completed closer to your admission date.
Viewing the information videos
We strongly advise you to watch the information videos that are made available to you in LifeBox. This is to ensure that you are fully informed about the planned procedure and anaesthetic.
Once you have watched the videos you will be asked to select one of the following statements:
I have watched and understood the content. OR I have watched and I have questions.
If you have any questions about the video content then this will be noted to our Pre-Assessment nursing team and they will contact you to either discuss this via a telephone call or invite you to attend our hospital sites for a face to face chat.
What information do I need to complete my questionnaire?
- Your full medical history - preferably from last five years.
- Your full medication history, including any medication you are currently taking.
- Some measurements, including your height and weight. Putting in estimates is okay if you don't know your exact measurements, but you will be formally measured at a later stage during any pre-operative testing visits.
How soon before my pre-operative assessment do I need to complete my questionnaire?
You need to complete your health questionnaire 7 days after the hospital has registered a LifeBox account for you and you have activated your account. We will send an email reminder after 48 hours if you have not activated your account. We can track the progress of completion of questionnaires so if you are stuck, please do get in touch and one of our friendly team will give you a call to provide support.
What devices can I complete my questionnaire on?
You can use LifeBox on any device with a web browser. However, we recommend using a laptop or computer and the Google Chrome browser as the health questionnaire can take some time to complete and looking at a smaller device, such as a mobile phone, for any extended period of time is not recommended.
How long does it take to complete my questionnaire?
Most patients take between 30-40 minutes to complete their questionnaires, with only a small fraction taking over an hour. Please remember that we can support you if you get stuck, just get in touch and we will give you a call to help.
Do I have to complete the questionnaire in one go?
You do not need to complete the health questionnaire in one sitting as the software saves your answers as you go which means you can take breaks, or get further information and then you can return to the questionnaire to complete it.
What if I haven’t received my activation link?
If you are expecting an activation link, please check your spam inbox too. If there is nothing there, please contact our Bookings Team on 0330 019 4890 or email admin.pre-assessment@spencerhospitals.com who can send you a new link. Our opening hours are Monday to Friday 8am to 8pm, excluding bank holidays. If it's outside of these hours, you can visit the LifeBox website and use the messaging box in the bottom right-hand side of the screen for more information.
What if I don’t have an email address or mobile phone number?
We will set you up as a digitally assisted patient and one of our friendly team will complete your questionnaire with you at a face to face appointment.
How can I get extra support to complete the questionnaire?
If you are struggling with completing your health questionnaire, please contact our Bookings Team on 0330 019 4890 or email admin.pre-assessment@spencerhospitals.com and we will support you through the process. If it is required, our Bookings Team will arrange an appointment with one of our friendly team to come in for a face to face appointment.
Opening hours are Monday to Friday 8am to 8pm, excluding bank holidays.
What do I do if I’ve forgotten my password?
If you have forgotten your password, go to the LifeBox Login screen, select 'forgot password', and follow the instructions provided.
What if I haven’t been given a LifeBox account?
If you have not been sent a link to set up your LifeBox account within 3 days of you being advised that your Consultant has listed you for a procedure, please let us know on 0330 019 4890 or email admin.pre-assessment@spencerhospitals.com
If you need any help or have any queries such as:
- You have a question about the date/time of your appointment/procedure
- You are unable to complete your health questionnaire online
- You need help completing your health questionnaire
- You have not received your LifeBox activation link
- You need to amend your contact details
- You don’t have an email address or mobile number
- You have a clinical/medical query relating to your pre-operative assessment
Then please contact the hospital Bookings Team on: 0330 019 4890 or email admin.pre-assessment@spencerhospitals.com
Opening hours are Monday to Friday, 8am to 8pm, excluding bank holidays.
If you are having any technical issues with LifeBox such as:
- Changing your password
- Getting a confirmation code
- General support - to navigate or use LifeBox
- You are unable to download/view/upload files
- You are unable to activate your account
- Any technical other issues
Then please contact the LifeBox Definition Health team, Monday to Friday 9am to 5pm, by visiting the LifeBox website and using the messaging chat box in the bottom right-hand side of the screen. Alternatively, you can email heretohelp@lifeboxhealth.com for more information.