A volunteer-led hospice phone support service is expanding after a successful first year helping patients and carers feel less isolated while preventing unplanned hospital admissions.
Katharine House Hospice’s regular check-in calls provide reassurance and companionship to people living with incurable illness across Stafford and the surrounding areas. They also ensure concerns are identified early and addressed before they escalate, helping combat the need for crisis care and avoidable hospital stays at a time of increasing pressure on emergency services.
Over the past 12 months, trained hospice volunteers have been making consistent calls to patients and carers, building trusted relationships and offering a reliable point of contact.
Volunteers connect people to relevant services and recognise when specialist clinical input may be needed. They work closely with the charity’s outpatient doctors and nurses to ensure concerns are escalated quickly and appropriately.
Early and regular contact helps patients and carers access a wider range of hospice support, including social groups, wellbeing programmes, complementary therapies and family services. It also reduces the likelihood of emergency hospital admissions.
The service has proven so effective that the hospice is now expanding its capacity to reach more people earlier in their illness.
Deputy outpatient lead Nicola Dale, who runs the project, said: “Our trained volunteers work closely with our medical experts and build strong relationships with patients and carers.
“They know when to escalate concerns to a registered nurse, which is a vital part of their role.
“Early recognition means the right support, at the right time, from the right service – both in-house and from wider healthcare providers. This can be put in place quickly, improving care and reducing the need for emergency hospital admissions.”
David Fletcher, director of care at Katharine House Hospice, added: “Our extraordinary volunteers give their time, kindness and compassion, making a huge difference to people living with incurable illness across our community.
“By helping people feel less alone and spotting problems before they escalate, they provide a genuine lifeline. This supports patients to stay well at home and reduces the likelihood of crisis care and unplanned hospital admissions.
“We’re incredibly proud of what the team has achieved in its first year and excited to expand the service so we can reach even more people, earlier.”
Hospice volunteer Alison Pickard, who previously worked in mental health, said: “The most valuable thing about the phone calls is that they make people realise they are not alone.
“Sometimes I speak to carers when the patient isn’t able to take the call – they are just as grateful for the support. To some, this is a lifeline of contact.”
Lindsey Catchpole, a volunteer at the charity for six years, added: “It feels like we are really making a difference, especially for people who might not feel comfortable asking for help.
“By keeping in touch, it’s easier for them to accept our support.”
By reaching people earlier in their diagnosis, Katharine House Hospice is helping more patients stay supported at home while easing pressure on local health services.
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Katharine House Hospice supports families living with incurable illness in Stafford and the surrounding areas. As a charity, it relies heavily on support from the local community.
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Photo caption: Alison Pickard & Linsey Catchpole, hospice volunteers
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