Out of Hours Oncology Medical Telephone Helpline

Oncology patients receiving treatment require specialist assessment and advice, and early recognition of potential emergencies and side effects of treatment. The assessment and advice given to a potentially ill patient is crucial in providing the best possible outcome. Patient safety is an essential part of quality care; each and every situation should be managed appropriately.

A 24 hour telephone helpline for oncology patients is a national requirement. Each trust manages the helpline between the hours of 08.30-16.30 Monday to Friday excluding bank holidays.

It is recognised that the nature of calls received during the out of hours period will be varied in nature, from simple administrative queries around appointments etc. through to patients who may be experiencing significant symptoms that need to be treated within very tight timescales e.g. Neutropenic Sepsis.

The Network out of hour's helpline receives on average 380 calls per month.

The supplier will be responsible for providing an Out of Hours Medical Telephone Helpline cover to patients undergoing chemotherapy at any of the sites listed below:

The service will also be provided on Bank Holidays.

The supplier will be responsible for ensuring continuity of service provision and all additional costs in respect of ensuring that all the levels of staff support are met e.g. sickness, staff termination and holiday periods.