Our volunteer phone calls are making a difference

23 February 2026 | View all news

Over the past year, our volunteer phone support service has helped patients and carers feel less isolated while preventing avoidable hospital admissions. Now, we’re expanding the service to reach more people, earlier in their illness.

A lifeline of connection

Living with an incurable illness can feel overwhelming – for patients and for the people who care for them.

That’s why our trained volunteers make regular check-in calls to patients and carers across Stafford and surrounding areas. These calls offer reassurance, companionship and a consistent point of contact.

By staying in touch, we build trusted relationships. And that means people know they are not alone.

Spotting concerns early

Our volunteers are specially trained and work closely with our outpatient doctors and nurses.

They know when something doesn’t feel right. If a concern arises, they escalate it quickly to a registered nurse so the right support can be put in place.

Nicola Dale, our Deputy Outpatient Lead who runs the project, explains: “Our trained volunteers build strong relationships with patients and carers.

“They know when to escalate concerns, which is a vital part of their role.

“Early recognition means we can put the right support in place quickly, improving care and reducing the need for emergency hospital admissions.”

This means:

• The right care at the right time

• Faster access to specialist advice

• Support from wider healthcare providers when needed

• Fewer emergency hospital admissions

It also helps patients stay well at home – where many feel most comfortable.

Opening the door to more support

Regular contact helps people access the full range of support we offer, including:

• Social groups

• Wellbeing programmes

• Complementary therapies

• Family and carer support services

Sometimes, it’s simply easier to accept help when someone is already keeping in touch.

The difference our volunteers make

Our volunteers are at the heart of this service. Their kindness and compassion are providing a genuine lifeline across our community.

Alison, one of our volunteers, says: “The most valuable thing about the phone calls is that they make people realise they are not alone.

“Sometimes I speak to carers when the patient isn’t able to take the call – they are just as grateful.

“To some, this is a lifeline of contact.”

Lindsey, who has volunteered with us for six years, adds: “It feels like we are really making a difference, especially for people who might not feel comfortable asking for help.

“By keeping in touch, it’s easier for them to accept our support.”

Growing to reach more people

The service has proven so effective in its first year that we are now expanding our capacity.

By reaching people earlier in their diagnosis, we can provide reassurance sooner, identify concerns more quickly and help more patients stay supported at home – while easing pressure on local health services.

Director of Care, David Fletcher added: “We are incredibly proud of what our volunteers and outpatient team have achieved.

“Thanks to the continued support of our community, we can grow this service and ensure even more patients and carers know they are not alone.”