How user feedback is developing the Myeloma Infoline service provision

Myeloma UK has recently launched a pilot that extends the opening hours of the Myeloma Infoline service to include Saturdays from 10am to 1pm.

Myeloma UK news // 22nd October 2019

As a patient-centric organisation we are always keen to receive feedback on the range of information and support services we provide to anyone affected by myeloma and related conditions. This approach helps us to consistently improve our service provision and reach more people.

Following service user feedback, we have recently launched a pilot scheme to extend the hours of the Myeloma Infoline. The Myeloma Infoline is currently available Monday-Friday, 9am-5pm. However, in response to increasing demand, we have decided to extend the opening hours to include Saturdays from 10am to 1pm for a limited period. The pilot for this service began on 5 October 2019 and will run-up to the end of December 2019.

The Myeloma Infoline is a quality accredited, Freephone service that provides information, emotional support, and practical advice to anyone affected by myeloma and related conditions. When you call the Myeloma Infoline, you’ll speak to one of our highly trained Myeloma Information Specialists (MIS). The MIS team will listen for as long as you need us to, as our calls have no time limit. Your calls are also completely confidential and anonymous.

Speaking about the Infoline extension pilot, Dr Sandra Quinn, Patient and Carer Support Manager for Myeloma UK said:

“We recognise that having access to information and support is vital to anyone affected by myeloma and related conditions. Some patients and families have said that things can be particularly challenging at weekends when their clinical team are unavailable. In response to this feedback, we have decided to pilot an extension of the service on a Saturday. We hope this will prove successful and form the basis of future service provision.”

If the extended hours prove to be beneficial to callers, we will look at ways to develop this service in 2020 with the aim of providing a permanent out of hours service for those affected by myeloma and related conditions.

Contact our Myeloma Information Specialists at:

INFOLINE: 0800 980 3332 (Monday-Friday, 9am-5pm/ Pilot- Saturdays from 10am to 1pm)