Future of West Suffolk NHS Foundation Trust’s award-winning clinical helpline is being reviewed as trust works to recover financial position

The future of a hospital trust’s award-winning clinical helpline is being reviewed and discussions are taking place with affected staff.

Staff at the West Suffolk NHS Foundation Trust, which runs West Suffolk Hospital in Bury St Edmunds, launched their clinical helpline in April 2020 following the national suspension of visiting in hospitals due to Covid-19.

The nationally award-winning service provides updates on patients being cared for on the trust’s inpatient wards. A total of 15 people work on the helpline.

Sue Wilkinson, chief nurse at West Suffolk NHS Foundation Trust, said: “The trust is dealing with significant financial challenges and is working hard to recover its position.

“The clinical helpline was set up in 2020 in response to the Covid-19 pandemic so that families could receive updates about their loved ones in our care. The service has received a number of accolades and we are very proud of everything the team has achieved.

“However, with the pandemic over and enhanced visiting times now available, and with no dedicated funding to support this service, we have had to take the very difficult decision to review the future of our clinical helpline.

“Discussions are taking place with affected staff and once the process of consultation is complete the trust will confirm plans around the future of the clinical helpline.

“We will be supporting our staff through this process.”

The clinical helpline took more than 40,000 calls in its first year. The service has been described as ‘a true collaborative effort’.