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Goldline provides a round-the-clock single point of contact for patients who are on the nationally recognised Gold Standards Framework (GSF) The GSF offers gold standard care for people with a serious illness who may be in their last year of life.

Launched in 2013, Goldline is a nurse-led, 24/7 telephone and video consultation service, staffed by experienced NHS clinicians working out of the award-winning Digital Care Hub. The service has been specifically designed to help GSF patients live as well as possible before they die. It was co-designed by patients, carers, health and social care professionals and subsequently commissioned by Airedale, Wharfedale & Craven, Bradford Districts and Bradford City CCGs. The three CCGs have a combined population of 584,500.

With a current case load of around 2,231 patients a year and handling over 1,200 calls per month, the service has a proven track record of giving individuals and those caring for them the information and confidence to manage their own personal care needs.

All Hub clinical staff have experience in caring for people towards the end of life and are able to work across different telemedicine services within the wider Hub. Two palliative care consultants from within the hospital provide specialist advice, supporting the nursing staff and delivering on-going training. They also won the BMJ Palliative Care Team of the Year Award in 2015. Goldline is not expected to replace patients’ use of their own GP and other community services but aims to enhance and co-ordinate their care, especially when daytime services have closed.

The healthcare professional caring for the patient will have a conversation with them and their family to address end-of-life care planning and wishes. Patients are given a personal information pack and their GP registers them with Goldline and links up their patient record, ensuring up-to-date information about their care is available to the Goldline team.

As well as helping people to die on their own terms, Goldline plays an important role in:

  • Reducing avoidable admissions to hospital
  • Co-ordinating different parts of the health system to ensure they are always focuses around the needs of the patient.
  • Reducing call out rates for GPs and community nursing teams

Latest research from Airedale shows that only 15.8% of people registered on Goldline died in hospital, against a national figure of 58%. An independent evaluation from York Health Economics Foundation found that patients receiving interventions through Goldline experienced a 23% reduction in non-elective admissions, equating to a reduction of 390 bed days. On that basis, the estimated return on investment for Goldline is approximately £2 for every £1 spent.

Goldline is one piece of an important jigsaw. It sits within a wider end of life programme with services working together to support patients and carers in their preferred place. These services are supported with education, training, coaching and facilitation provided by specialists in palliative care, End of Life facilitators and GP End of Life leads which is key to enabling more patients and carers to access Goldline.

Interest in Goldline

We receive considerable interest in Goldline from across the UK and futher afield.

Establishing and operating a clinician-led 24/7/365 end of life telephone service takes considerable time, resource, effort and expertise. Goldline is co-located with a number of other services in the Airedale Digital Care Hub and benefits from economies of scale.

In many cases it is more cost effective and simpler for CCGs and STPs to commission Goldline than establish a new service. For areas wishing to explore this we can discuss your requirements and provide a quote.

For areas wishing to benefit from our experience and expertise to help establish a similar service we can provide consultancy on the practicalities of setting up a 24/7/365 end of life telephone service (including skill mix, training, environment, record keeping, record sharing, reporting, governance, telephony and engagement) and wider system transformation to improve end of life care, focussing on strategies to recognise, plan, communicate, co-ordinate and support end of life care requirements.

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