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Our nationally recognised Support Line

Posted by: Information & support 27 January 2017

by Sarah Bell
Head of Services

We are absolutely delighted that our Support Line has received a nationally recognised accreditation, the Helplines Standard. Awarded by the Helplines Partnership, this quality standard recognises the development of the Pancreatic Cancer UK Support Line and the effective ways in which it meet the needs of people who require our support.

It is a huge achievement to receive this accreditation. What was once a team of one nurse with a small amount of administrative support - is now a team of four nurses, available on the phone five days a week. It is thanks to the investment from Pancreatic Cancer UK into growing the team, alongside operational development of the Support Line that we were able to go for this accreditation.

The Services Team has put a huge amount of work in to receiving this accreditation. We began with a lot of development work to ensure we are operating as efficiently as we can. Work then began on a lengthy written submission, followed by an assessment visit where the Helplines assessor listened in to calls that the nurses handled (with callers’ permission).

Our assessor commented, "During the observations that were undertaken, their [the nurses] empathetic approach was welcomed by the callers who had often been unsuccessful in accessing equivalent support or information".

Working towards the accreditation has been a huge task for all of the Services Team at Pancreatic Cancer UK. The process has been incredibly useful and has reassured us that we are providing a top quality service to the people who need us most.

One of our Support Line callers said, "The kind words and invaluable practical advice given by all of you to me when I was facing pancreatic cancer cannot be praised highly enough. Much of the advice is still useful and you gave me the knowledge to confidently ask my doctors about relevant issues. Knowing that I could contact you with any query gave me a huge feeling of security and relief from the panic of not knowing what to do. 'Thank you' really doesn't seem adequate!"

We are extremely proud to have received this accreditation on our first attempt and look forward to seeing how we develop even further over the next couple of years.

Find out more about all the support services we offer.