Recorded phone script
Cancer Council Victoria is aware of the pressure on acute health services. Our 13 11 20 Information and Support line can assist by taking non-urgent, general enquiries and will encourage people to contact their treating teams or GP where necessary.
Our nurses provide emotional, practical and informational support and assist people to understand their situation in the context of COVID, based on the most current information. The below script can be placed on inpatient and outpatient oncology answering services as appropriate, as a way to support health professionals to triage urgent enquiries for those on active treatment.
Suggested script for health services to add or incorporate into current messaging:
‘ T hank you for calling [Health Service/Oncology area]. If you are a patient, who is currently on treatment and you have concerns about your appointment, symptoms or have been diagnosed with COVID-19, please [INSERT ACTION e.g. hold the line, press 1 etc] to speak to [a staff member/your treating team].
If you are NOT currently on active treatment and have general questions or concerns about COVID-19, your diagnosis, treatment or available support, please hang up and call your GP. Alternatively you can contact Cancer Council on 13 11 20 to speak with a cancer nurse. This service is available Monday to Friday during business hours, or you can visit their website at www.cancervic.org.au.’
Contact a cancer nurse for support