Frequently Asked Questions (FAQs)

What happens when I receive my device?

Following supply and fitting of a device, the Orthotist will decide whether you need to be followed up in clinic or given an open review.

This will be discussed with patients on an individual basis and further appointments booked as necessary.

What happens if I experience a problem with my device?

Call us on 01793 605089 as soon as possible to request a review appointment.

How do I replace my device?

If you are happy with the support and there is no change in your condition and just wishing to replace the orthotic, please contact your GP for a referral requesting a repeat prescription.

Please note that the Trust operates guidelines on the issue of orthotic devices.

You will be informed of these guidelines when you make your request and only requests that are within the guidelines will be approved.

When would I need a new referral?

You would need a new referral:

  • If any new surgery is undertaken
  • If there are any changes to your condition
  • If you have recently moved to the area
  • For all replacement/repairs

What happens if I cannot attend my appointment?

Please call us on 01793 605089 as early as possible if you are unable to attend your appointment.

The department has a voicemail messaging system if a member of the team is unavailable therefore we recommend you leave a message and your call will be returned as soon as a member of staff is available.

What happens if I do not attend my appointment?

If you are a new patient and you do not contact us before your allocated appointment you will be discharged back to your referring health care professional (usually your GP or Consultant).

If you are a new patient or if you are already registered with us, and you do not attend your appointment without advance warning, you will be discharged back to your referring health care professional, in line with Trust policy.

In all cases, you will need a new referral in order to regain access to the service.


If you are unable to attend your appointment please ring at your earliest opportunity so that we can offer your slot to another patient.

Please ensure we have the most up to date contact details for you for our records.

High service demand

If you are unable to attend we will offer one alternative appointment.

If you fail to attend without notice you will not be offered another appointment and will need to be re-referred to the service.

Late arrivals

Please be aware, late arrival for your appointment may result in you not being seen on the day therefore your appointment will be cancelled. You may experience a delay before a further appointment can be organised.

Do I have to pay for my device?

Some items are subject to prescription charges.

These currently include lumbar/abdominal supports and all wigs.

The prescription charges vary and the team will advise you of the exact cost.

Some patients may be exempt from prescription charges.

Strict criteria apply and patients will be required to show proof of their exemption.

Please speak to the team if you believe you are exempt from prescription charges.

Although some items have mandatory prescription charges, the hospital welcomes donations of any size towards the cost of orthoses.

If you wish to make a donation, please speak to one of our team or download our Patient Information leaflet on the Orthotics Service.

What do I need to bring to the appointment?

If you are expecting an orthosis for your feet, it is advisable to wear comfortable, well fitting shoes, for example, low heel, lace up.

If you think that your own shoes will need adapting i.e. raised please bring a spare pair with you as they will be sent away.

If the orthosis is for your leg, please wear loose clothing that can be rolled well above the knee so that you will not have to get undressed.

If you are coming back for review please bring your orthosis with you, we are unable to review or replace without your previous orthosis being brought with you to the clinic appointment.

What happens when my orthosis wears out?

Please contact your GP for a new referral if it is longer than 12 months since contacting the department.


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