Myeloma Infoline
0800 980 3332
What is the Myeloma Infoline?
The Myeloma Infoline is a freephone helpline which provides information and support to anyone affected by myeloma and associated plasma disorders such as MGUS, plasmacytoma and AL amyloidosis.
"When I was first diagnosed I was in a bit of a state, the Myeloma Infoline helped me make sense of it all and I was less frightened as a result." Patient, Leeds
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Who answers the Myeloma Infoline?
The Myeloma Infoline is answered by our Myeloma Information Specialist Ellen who is a qualified, registered nurse with training in oncology and palliative care. Given her work in the clinical environment and on hospital wards Ellen has a broad understanding of myeloma, how it is treated and managed.
The Myeloma Infoline Specialist is supported by a team of dedicated medical and nursing advisors.
"The Infoline service is amazing I was so pleased to discover it shortly after diagnosis, it saved me from floundering" Patient, London
When is the Myeloma Infoline open?
The Myeloma Infoline is open between 9am and 5pm Monday to Friday and is closed at the weekend and on public holidays.
Outside of these hours you can leave a message on our answerphone and Ellen will call you back as soon as possible. When the Infoline is closed, our comprehensive and interactive website provides immediate 24-hour access to information about myeloma. For medical advice, however, please call NHS Direct / NHS 24. It is also a good idea to have the contact number of your local haematology centre or ward written down in case you need to get in contact with your doctor.
Who uses the Myeloma Infoline?
Many people call the Myeloma Infoline to discuss the disease, its treatment options and to help them clarify what has been said at a recent consultation with their doctor.
Our Myeloma Information Specialist is available to talk to you for as long as you want - there is no time limit to a call. As well as providing information and support on myeloma and any treatment related issues, approximately 31% of callers to the Myeloma Infoline are seeking emotional support.
The Myeloma Infoline receives slightly more calls from patients (47%) than from family members / friends (43%). Healthcare professionals account for approximately 7% of the calls.
We recognise that a diagnosis of myeloma can have a huge impact on extended family members so we actively encourage anyone affected by myeloma to call the Myeloma Infoline.
Our Myeloma Information Specialist records statistical data about each call; however, all calls to the Myeloma Infoline are strictly confidential and no identifying information is recorded.
"My mum has myeloma- my family and I would be very much in the dark if it wasn't for Myeloma UK." Family member, Belfast
What happens after the call?
You may decide after the call that you want further information on myeloma, or about other services provided by Myeloma UK. Please call back and we can send you one (or more) of our printed Infoguides or Infosheets as well as any additional information that may be appropriate. You can also access a great deal of information on this website.
The Myeloma Infoline receives calls from patients and family members prior to attending hospital appointments and often a follow-up phone call occurs to clarify information that has been discussed.
We can also provide you with information about what support is available in your local area give you full details of the range of programmes and services Myeloma UK has to offer. This may require you to be transferred to another member of the Myeloma UK team.
Remember that you can call the Myeloma Infoline as many times as you want with any question on myeloma related topics.
Myeloma UK Infoline awarded Telephone Helpline Association Quality Standard
Myeloma UK is committed to provide the best quality service to patients, family members and carers who call the Myeloma Infoline.
The Myeloma UK Infoline has recently been reaccredited with The Helplines Association Quality Standard. The Infoline was first awarded the Quality Standard when Myeloma UK initially applied for accreditation in 2005. The current award is valid until the end of 2011.
The Helplines Association is an organisation focused on the needs of callers and promotes quality and confidence for callers to helplines. To attain the Quality Standard the helpline must comply with several sets of criteria, many of which are based around processes of the helpline call itself. The Quality Standard also places great emphasis on review, monitoring and continual evaluation to ensure that accredited helplines are committed to ongoing improvement.
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The Myeloma Infoline service is regularly monitored and reviewed by analysing call statistics and through user feedback (questionnaires, surveys)
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