Background Community Telecare Responders (CTRs) are a staff group who provide 24-hour telephone and practical support to people living and dying at home. The Prince and Princess of Wales Hospice was approached to develop and deliver training for staff feeling ‘out-on-a-limb’, ‘working-in-the-dark’ and ‘carrying the weight of the world on their shoulders’ when responding to calls from people who were dying. Between April 2022 – April 2023 there were 61, 461 deaths in Scotland - a 4.7% increase from the previous year. During the final six months of life, people are in a community setting for 89% of that time, often supported by CTRs. Recent national and local strategic palliative and end-of-life care plans highlight the need for well-informed, well-supported staff.

Aim To develop, deliver and evaluate a workshop for CTRs.

Method The literature around the role/needs of CTRs in palliative and end-of-life care was reviewed – and found lacking. A focus group of 6 CTRs helped better understand their experiences. A workshop, based on focus group feedback and national guidance, was developed and delivered. A post workshop evaluation was carried out (n=48).

Results Two factors were helpful to this group – accessible information and compassionate support. Participants valued direction to Palliative Care Toolkits within the Right Decisions App. They also valued having time and space to discuss concerns with an experienced palliative care facilitator, feeling listened to, and discovering they shared similar experiences with their peers.

Conclusion Information and support were equally valued by the CTRs. Direction to the App helped ‘shed light’ on where they could find useful information on common symptoms/symptom management when responding to calls. A facilitated debrief with peers offered support and connection, minimising isolation. The role of CTRs in palliative and end-of-life care requires greater recognition – the staff need more training and ongoing support.