Palliative care advice line 24/7, 365 days a year

23 January 2023 | View all news

Palliative care advice line call handler, Bev.Palliative care advice line now available 24 hours per day, seven days a week

A new 24/7 phone line and increase of specialist clinicians will make it easier for patients, relatives, loved ones and health care professionals to access palliative and end of life care advice in Stafford and surrounding areas.

A partnership between our charity, three other regional hospices and the Staffordshire and Stoke-on-Trent Integrated Care Board (ICB) which commissions NHS services, launched the new telephone line together to provide round the clock advice, support and information.

Specialist palliative care services across the region are provided by Katharine House Hospice and three other charities including Douglas Macmillan Hospice, St Giles Hospice and Compton Care.

There are currently four different adviceline numbers which operate at different times of the day and night.

Our Director of Care, David Fletcher, said: “Patients requiring palliative or end of life care advice often need support at any time of the day or night and those who aren’t aware of our services can find it difficult to know which number to use.

“This new number and additional specialist resource will make it easier for patients, loved ones and healthcare professionals to obtain help and advice 24 hours a day, seven days a week.”

Advice lines provide access to specialist palliative care nurses and clinicians who can provide advice on most elements of palliative and end of life care including complex symptom management, medications, care plans and signposting.

Hospices provide a variety of services – all of which are free – including specialist palliative care such as pain and symptom management, end of life care, counselling and bereavement support and other supportive holistic services.

“We want to be there for every family who needs our care”

Our lead nurse, Carina Lowe, added: “We are delighted to extend our advice line to seven days a week and work with partner organisations to access support and guidance when you need it most. We want to be there for every family who needs our care, yet many patients in mid-Staffordshire with a palliative diagnosis struggle with symptoms and don’t know how to access help.

“From day one of your diagnosis, Katharine House Hospice are here for you. From symptom management, counselling, social sessions and wellbeing courses, to complementary therapy including massage, aromatherapy and other treatments to help you relax and sleep better, we have lots on offer and as a charity, everything is free.”

During weekday office hours, calls will be picked up by our patient pathway team who have access to our palliative care clinical and nursing specialists. They will also be able to take referrals to care including clinics and drop in sessions such as coffee mornings, carers’ groups, bereavement groups, welfare sessions and lymphoedema support.

“Provide the very best free care”

David added: “Patients and their families can still get in touch with hospices using existing phone numbers but this new phone number will be an easy, additional way to reach us, whatever the hour.

“It really is a great example of these wonderful charities working collaboratively alongside the ICB to share learning, improve clinical quality, reduce the likelihood and impact of crisis and provide the very best free care to patients when they need it most.”

The advice line can provide expert advice and support to:

  • anyone with a palliative care diagnosis and their loved ones
  • healthcare professionals supporting a palliative patient.

How can we help?

We support palliative patients and their families and loved ones from day one of diagnosis.

Our team are local experts in providing quality, compassionate palliative care.


Call the advice line on 0300 5612900