Multiple Sclerosis Nursing Service – Telephone Advice Line (01482) 674674

  • Reference Number: HEY-449/2016
  • Departments: Neurology

Introduction

This leaflet has been produced to give you general information about the Multiple Sclerosis (MS) Nurse Advice Line Service.  Most of your questions should be answered by this leaflet. It is not intended to replace the discussion between you and your doctor and the team which have been caring for you, but it may act as a starting point. The purpose of this service is to provide advice and support for patients with Multiple Sclerosis covered by the prescribing area of Hull Royal Infirmary.

The advice line is not an emergency service

If you require urgent medical advice you must contact your GP surgery or attend your local Emergency Department

When should you call the advice line?

You should call the advice line if:

  • You think you are having a relapse of your MS and it has not improved after 48 hours. Please ring and we will triage you (assess your condition) over the phone and book you into the relapse clinic if required.
  • You are experiencing side effects which you feel may be caused by the medication prescribed for your MS.
  • You have concerns about your symptoms, or the management of your MS that need to be addressed before your next appointment.

How does the advice line work?

The advice line is an answer phone service. Please leave the following information on your message:

  • Your full name
  • NHS number or date of birth
  • A telephone number that we can call you back on
  • The reason for your call

The MS nurses will listen to your call and aim to return it within 3 working days.  The nurses are not in the office every day as they hold clinics in the community

and at other hospitals, so please be patient and be assured that your call will be returned.

Due to the Data Protection Act, the MS Nurses will not leave any detailed messages on your answer phone, other than to say that they have called.

If you are out when the nurse returns your call, only two further attempts will be made to contact you.  If you still require advice you will need to contact the advice line again.

Who can use the advice line?

The service is available to people who have a diagnosis of Multiple Sclerosis and are under the care of a neurologist at Hull Royal Infirmary.

With your permission, your relatives may also call on your behalf.  There are some confidential issues which can only be discussed with you (the person with MS).

Your own doctor and other health care professionals can also access the advice line.

If you need to change or make an appointment

To change an existing appointment please ring the appointments centre on telephone number (01482) 604444.

If you wish to see an MS nurse in a community clinic please telephone (01482) 676438.

Under the General Data Protection Regulation and the Data Protection Act 2018 we are responsible for maintaining the confidentiality of any information we hold about you.  For further information visit Confidential Information about You

If you or your carer needs information about your health and well-being and about your care and treatment in a different format, such as large print, braille or audio, due to disability, impairment or sensory loss, please advise a member of staff and this can be arranged.

General Advice and Consent

Most of your questions should have been answered by this leaflet, but remember that this is only a starting point for discussion with the healthcare team.

Consent to treatment

Before any doctor, nurse or therapist examines or treats you, they must seek your consent or permission. In order to make a decision, you need to have information from health professionals about the treatment or investigation which is being offered to you. You should always ask them more questions if you do not understand or if you want more information.

The information you receive should be about your condition, the alternatives available to you, and whether it carries risks as well as the benefits. What is important is that your consent is genuine or valid. That means:

  • you must be able to give your consent
  • you must be given enough information to enable you to make a decision
  • you must be acting under your own free will and not under the strong influence of another person

Information about you

We collect and use your information to provide you with care and treatment. As part of your care, information about you will be shared between members of a healthcare team, some of whom you may not meet. Your information may also be used to help train staff, to check the quality of our care, to manage and plan the health service, and to help with research. Wherever possible we use anonymous data.

We may pass on relevant information to other health organisations that provide you with care. All information is treated as strictly confidential and is not given to anyone who does not need it. If you have any concerns please ask your doctor, or the person caring for you.

Under the General Data Protection Regulation and the Data Protection Act 2018 we are responsible for maintaining the confidentiality of any information we hold about you. For further information visit the following page: Confidential Information about You.

If you or your carer needs information about your health and wellbeing and about your care and treatment in a different format, such as large print, braille or audio, due to disability, impairment or sensory loss, please advise a member of staff and this can be arranged.