Coronavirus information for patients

Our telephone line is open if you need to speak to somebody because you have symptoms of an STI, need emergency or routine contraception, or if you have any sexual health concerns. Please call 0121 237 5700 (Monday, Wednesday, Thursday: 09:00 – 18:30 / Tuesday: 10:15 - 18:30 / Friday: 09:00 – 16:30 / Saturday: 10:00 – 16:00).

Our clinics are open for telephone and pre-booked appointments. Walk-in appointments are available for those aged 19 and under only at our Umbrella at Boots (City Centre) clinic.

If you require PEPSE, don’t delay in contacting us during our opening hours. PEPSE can be taken up to 72 hours after exposure to HIV.

If you have any symptoms of coronavirus (a new, continuous cough, high temperature, loss of or change to your sense of smell/taste), please do not attend your appointment

Post-19 July, "hands, face, space" will continue to be maintained at all Umbrella clinics.

NHS coronavirus symptoms advice Attending your appointment

What to expect in clinic

When you first arrive

When you arrive, please go to the reception desk where a member of our team will be able to help you.

If you booked an appointment

Please arrive 10 minutes before your appointment time. If you have a booking reference number, please bring it with you. This number was text messaged to your mobile phone on booking the appointment. If appropriate, you will be directed to one of our kiosks in order to register yourself for your appointment.

Please note that if you arrive more than 10 minutes late for your appointment, you may not be seen.

If you didn't book and are coming for a walk-in appointment

If you do drop in, please go to the reception desk where the receptionist will be able to check that we have an available slot for you.

Please note that walk-in appointments are only available at designated clinics. To find a clinic which offers walk-in appointments, please use our service locator.

Service locator


Our receptionist will ask you to complete registration details and will then direct you to a waiting area.

You may notice that some patients arriving after you are called in before you. This is because we run different clinics.


We can arrange for an interpreter to be available for people whose first language is not English.

If possible, please let us know in advance if you require an interpreter.

Waiting time at the clinic

We will try and keep waiting times to a minimum, but sometimes appointments do overrun.

If you’re coming to an Umbrella clinic for a full sexual health check-up, please allow two hours for your visit.

Please note that walk-in appointments are offered on a “first come, first served” basis, so if you do drop in without booking an appointment you may have to wait longer to be seen.

Please note that walk-in appointments are only available at designated clinics. To find a clinic which offers walk-in appointments, please use our service locator.

Service locator

In the clinic room

When called to the clinic room, you will be seen by a doctor or a nurse. A chaperone may also be present and may take specimens.

There may also be a medical student or other trainees present in the room. If you feel uncomfortable with this, please tell the doctor or nurse.

You’ll be asked some further questions about your current problem, your general health and sexual history, including your sexual orientation.

If you are being tested for a sexually transmitted infection (STI)

Patients without any symptoms may be seen for a quick test. Allocation to this clinic depends on your replies to the registration questions during online booking or at the registration kiosk. These patients need to wait for their turn to be seen.

If you have symptoms, the doctor or nurse will need to examine you and test you for sexually transmitted infections (STIs). This may include a blood test.

Receiving test results

Please see our page on STI testing for details of how and when you will receive your results.

Testing for STIs

If you tested positive for an infection

If your test was positive for any infection, you can return to the clinic for free treatment. In order to reduce the chance of complications, it's important your infection is treated as soon as possible.

Our trained health advisors and nurses will provide you with information on the infection and its complications if left untreated.

Any sexual partner(s) you’ve had in the past three months will also need to be tested and treated for the infection. Treating your partner(s) will reduce the spread of the infection and development of its complications.

Our staff will help you to inform your partners in a timely manner without compromising your confidentiality. Contact sexual partners to notify them of an STI is called contact tracing.

More on contact tracing