How to Arrange a Consultation?

Our stoma & iPouch nurses see patients referred by their GP, or through self-referral.

You can self-refer by contacting us via our contact forms at the bottom of this page, or through the Contact Us page.

How long does a consultation normally last?

This will depend on your circumstances and type of consultation. However, the initial/first consultation typically lasts between 30 minutes to 1 hour.

What do I do if I need iPouch or Stoma nurse during out-of-hours?

TWINS' out-of-hours service is available 365 days a year, including late nights and weekends, when your local stoma nurse service is closed. To access advice or book a consultation, use the forms below or our email.
We will assess your needs, and a TWINS ipouch/stoma nurse will call you or email you back as soon as possible, depending on the urgency of your condition.

What to expect

The TWINS team will need some information, so please provide the information below when emailing/leaving a phone message:

• Full name • Date of birth • NHS Number • Email & telephone number • Registered GP practice email & contact details • Reason for appointment

You must provide basic information about your medical issue so that the TWINS nurses can assess how soon they need to contact you.

Does seeing the TWINS team mean I will be discharged from my current nursing/surgeon/gastro, etc. team?

No, you will remain under your team’s care, if you wish to, our TWINS nurses will continue to communicate with your GP and your team and inform them if there is a need for them to action anything.

How do I access the services?

“Our service is open to everyone, including NHS patients!
We are here to help everyone, and will not turn away anyone.”

Self-pay

You can pay for your care directly, allowing you to access high-quality treatment as quickly as possible. This will enable you to book a consultation with one of our ipouch & stoma specialist nurses without delays.

While a referral letter from your GP is advisable to help us better understand your problem, it is not always required, as our nurses will ask you to complete our iPouch/Stoma Patient Passport with all your relevant past medical history, medications, allergies, etc. ensuring that they do not miss important information about your health when providing advice.

Our team can provide further details, including estimates of future costs. To contact our team, click here.

If you cannot afford to pay for your consultation as a single upfront payment, our team now provides the option of 3-6 monthly instalments at no additional cost.

Private Medical Insurance

We currently work with - AVIVA, WPA & CINGA, Allianz an BUPA Global. We will update our website once we have agreed services with other insurance companies.

You can still access our service even if your insurer is not listed here, but you will need to obtain a pre-authorisation number from them first, confirming that they agree for you to be seen by us. Alternatively, your insurer may ask you to self-pay, and then claim the expenses via their appropriate processes.

Most insurers cover care for short-term conditions that respond to treatment, though this varies by insurer. The majority of services at TWINS for iPouch & Stoma Patients LTD are covered by most health insurers, but you should check your policy and ideally contact your insurer to confirm eligibility before booking an appointment. To contact our team, click here.

Your insurer may have limits or excess on your policy, which they can provide details of in your documentation or if you contact them directly.

If you have medical insurance, the process for most patients is as follows:

1. Obtain a referral letter from your GP, whether NHS or private. This will help your insurer confirm that your care will be covered.

2. Contact your insurer to confirm your policy coverage and obtain a pre-authorisation number.

3. Book an appointment with us and provide the name of your insurance company, your membership or policy number, and your pre-authorisation code or claim reference number. These details allow us to liaise directly with your insurance company for payment, so you can focus on your ipouch and/or stoma care treatment.

Does seeing the TWINS team as a private patient mean I leave the NHS?

No, you are still entitled to free NHS care even if you choose to pay for private treatment.

To access more information on Private healthcare, visit the Private Healthcare Information Network’s website, click here.

TWINS CARE Health Subscription

Our TWINS CARE health subscription offers you a dedicated Virtual iPouch/Stoma nurse available 365 days a year, including out-of-hours support—early mornings, late nights, weekends, and bank holidays. For a monthly fee, you receive comprehensive care through video calls, telephone, chat, and email. Our nurses provide diet and lifestyle advice, complication management, psychosocial support, and more.
For a full list of services, please see our Services page. To subscribe or for more information, contact our team - we're here to help!

FREE & Pro-Bono Services

Our dedicated TWINS iPouch & Stoma Nurses offer free-of-charge or pro-bono services to those in financial hardship. If you are facing financial difficulties, our TWINS team is committed to providing the support you need, ensuring no one is turned away.