Multiple Sclerosis Nursing Service – Telephone Advice Line

Patient Experience

  • Reference Number: HEY449-2023
  • Departments: Neurology and Neurosurgery
  • Last Updated: 16 November 2023
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Telephone Advice Line (01482) 605221

Email Advice Service  –  hyp-tr.MS-Service@nhs.net

Introduction

This leaflet has been produced to give you general information about the Multiple Sclerosis (MS) Nurse Advice Line Service. Most of your questions should be answered by this leaflet. It is not intended to replace the discussion between you and your doctor, but may act as a starting point for discussion. If after reading it you have any concerns or require further explanation, please discuss this with a member of the healthcare team caring for you.

When should you call the advice line?

You should call the advice line if:

  • you think you are having a relapse of your MS and it has not improved after 48 hours. Please ring and we will triage you (assess your condition) over the phone and book you into the relapse clinic if required;
  • you are experiencing side effects which you feel may be caused by the medication prescribed for your MS;
  • you have concerns about your symptoms, or the management of your MS that need to be addressed before your next appointment.

The advice line is not an emergency service

IF YOU REQUIRE URGENT MEDICAL ADVICE YOU MUST CONTACT YOUR GP SURGERY OR ATTEND YOUR LOCAL EMERGENCY DEPARTMENT

How does the advice line work?

The advice line is a telephone triage service. Someone will answer your call and take the following details:

  • Your full name
  • NHS number or date of birth
  • A telephone number that we can call you back on
  • The reason for your call

The messages will then be passed to the MS nurses who will aim to return your call within 3 working days.  Our nurses are not in the office every day (as they hold clinics in various locations) so please be patient, but also be assured that your call will be returned.

Due to the Data Protection Act, the MS Nurses will not leave any detailed messages on your answer phone, other than to say that they have called.

If you are out when the nurse returns your call, only two further attempts will be made to contact you.  If you still require advice, you will need to contact the advice line again.

Who can use the advice line?

The service is available to people who have a diagnosis of Multiple Sclerosis and are under the care of a neurologist at Hull Royal Infirmary.

With your permission, your relatives may also call on your behalf.  There are some confidential issues which can only be discussed with you (the person with MS).

Your own doctor and other health care professionals can also access the advice line.

If you need to change or make an appointment

To change an existing appointment please ring the appointments centre on tel: 01482 604444.

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