Regional hospice collaborative 24/7 palliative care advice line  

04 Oct 2024 | View all news

In just six months, our partnership with our neighbouring hospices to provide a regional 24/7 advice phone line has proven invaluable for Staffordshire and Stoke on Trent.

Meeting rising palliative care demands

The phone line offers out-of-hours support to those with incurable illnesses, their loved ones, and professionals.

It has reduced urgent and emergency care needs by 54%.

Additionally, 71% of users reported symptom improvement.

With a projected 25% increase in palliative care needs by 2040*, we partnered with Dougie Mac and Compton Care to create a single phone line.

A cloud-based phone system efficiently routes calls to the appropriate provider.

In nearly six months, the line handled almost 1,000 out-of-hours calls and 15,000 during office hours.

Someone from our Patient Pathway Team talking on the phone through her headset.
Here for people with incurable illnesses, their loved ones and healthcare professionals. 24/7 seven days a week.

The impact of 24/7 support

In the last six months we have seen:  

  • 60% of callers needing clinical assessment and/intervention  
  • 72% cases provided clinical therapeutic benefit to caller 
  • 70% supported a multi-disciplinary approach to delivering care 

Our Director of Care, Dave Fletcher, said:

“The review indicates the real need for and impact of this service to members of the Staffordshire and Stoke on Trent community when they need it most.  

“It is great to see half the calls were from health and social care professionals working with palliative patients and those living with incurable illness as we are here to provide our expert support for free to them too. 

“It has been a privilege to work with our hospice colleagues and we hope to obtain NHS funding which would allow the service to continue next year.”  

David Fletcher, our Director of Care
David Fletcher, our Director of Care

Aims of the collaboration

The collaborative work continues with aims of:  

  • Fewer patients seeking support from urgent emergency care such as calling 999, an ambulance and A&E 
  • Fewer patients dying with uncontrolled symptoms  
  • Over 2,000 patient bed days saved  
  • Increased preferred place of care and death 
  • Better value for money with more activity  
  • Seamless care services

Call our 24/7 advice line

Here for people with incurable illnesses, their loved ones, and professionals.

0300 561 2900

* in England and Wales. Kings Fund, 2017