Background Barriers to accessing hospice care in the UK are numerous and challenging due to misperceptions of hospice support, confusing referral processes and inappropriate timing. The challenge is for ‘services’ to partner with people to design a broader, sustainable model of support, increasing numbers and providing seamless, person-centred care.

Aim We aimed to develop a Support Line which offered direct access to our hospice via telephone or email with a view to enabling exploration of all aspects of hospice support, now or when the person may need it in the future. The Support Line aimed to focus firmly on partnership with the public, with no need for a professional referral.

Methods We designed and launched an advice and support line, which was open to anyone with a life-limiting illness and their care partners. We developed a nurse led guided conversation using goal setting and enabling approaches. We sought feedback through interviews with people who had used the line and collected data on types of calls and outcomes.

Results We successfully launched this initiative, with evidence that people have accessed hospice support earlier, as and when they need it.

From Jan 2022 – April 2024:

• 469 people have made contact including: people living with a life–limiting condition; relatives/care partners; community groups; health professionals.

• 55% of contacts accessed advice/support only, 38% required advice/support and signposting, 7% required ongoing hospice support (self–referral).

• Interview data suggests that accessing the Support Line helps break down misperceptions about hospice care and enables self–management.

Conclusion Since the launch of our Support Line, people have been able to directly access hospice care on their own terms, without the need for professional gatekeeping.