Surrey Heartlands Care Home Advice Line

07 Mar, 2019

Care Homes Out of Hours Advice Line Pilot

A faster alternative to 111. For easier access to advice from a GP or clinician call:

0203 402 1209

Available Monday-Friday 18.30-08.00 throughout weekends and bank holidays.

The advice line is accessible to nursing and care staff in both residential and nursing homes. You do not need to be a registered nurse or healthcare professional to access advice through this service. This number could also facilitate a prompt response from the GP Out of Hours service should a face to face visit be required.

When calling please have to hand:

  • Patient details and demographic information
  • Brief summary of symptoms and concerns
  • Past medical history
  • Current observations

Please do not use in an emergency or life threatening situations, for example if a resident has lost consciousness or stopped breathing. In emergency situations an ambulance should be called as normal via 999.

How will the advice line help?

The advice line gives care homes direct, rapid access to clinical advice through a dedicated number. The advice line is available to both nursing and residential homes and does not require a health care professional PIN number. The advice line does not use a computer algorithm to generate a service response but facilitates a direct conversation between care home staff and a clinician. This should mean a higher quality of advice is given, appropriate to the clinical situation. Having a dedicated line and resource purely for care homes ensures that a speedy response is delivered to staff and residents out of hours. If you have any further questions please approach your manager.

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