Protocols for the Service/project:

These are jointly agreed between MAS and the sponsoring organisation Where appropriate./required these can be subject to clinical/legal/regulatory scrutiny and approval/sign off.

Nurses on the line:

All nurses working with MAS require (and must give evidence of) full up to date NMC (Nursing and Midwifery Council) registration. In addition, they must be full members of the Royal College of Nursing. This ensures that their registration is up to date, and that they are covered for indemnity (professional practice) under the RCH code and professional conduct guidance. This covers them, with appropriate training, to practices as “helpline” nurses, each nurse responsible for his/her clinical practice - this includes the conduct of the call, the information given and the written record made of the call.

Calls to our lines - ARE NOT TAPE RECORDED

We, the nurses at MAS, believe the majority of callers contact us because they want one to one help with a medical query. Many calls relate to potentially embarrassing/sensitive subjects, some may have had a problem with care in the NHS and will be wary of the “system”. All have a right to a confidential, anonymous professional service.

Feedback to sponsors:

Itemised information can be provided to sponsored on the usage of THEIR line. The type of information commonly requested/provided may include:

Number of calls

Area (ITV) from which caller is calling

Source of call (TV, media, other organisation etc)

Nature of problem

Length of call

Outcome or “disposal of call”

Information sent (leaflets etc ) as appropriates.

Cost of calls to our help lines:

All calls from a telephone to a designated helpline number are at the normal “going rate” i.e. not freefone or premium. The forwarding charge i.e. switching to call to the nurse on call cost is the responsibility of the sponsor. This is a relatively small charge which can estimated by experience with other similar project and be invoiced (and itemised as such) on a pre arranged basis.

Disclaimer

The Medical advisory service cannot be liable for any action you may take, or fail to take, as a result of information contained on this Website.

All the information on this web site is copyright Medical Advisory Service 2006

 last updated: 21st March 2011

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