What is the Nursing Support Line – ALFY?
ALFY is a telephone advice service which offers help and support to older people at points of uncertainty or crisis by making sure they can access the health and social care services they require. As well as supporting people to stay well at home it aims to help people avoid having to attend the Emergency Department or be admitted to hospital when they don’t really need to by :-
- Providing general health advice & re-assurance;
- Arranging a nurse assessment and organising a home visit day or night, if necessary;
- Organising certain equipment to be installed to support people at home;
- Arranging an appointment to attend the Rapid Access Frailty Clinic at Forth Valley Royal Hospital;
- Arranging a referral to the Community ReACH Service (Rehabilitation Service)
- Co-ordinating multiple actions required to support people to remain well at home;
- Prioritising access to social care services determined by need;
- Signposting to voluntary organisations and other locally based services.
Who can use the service?
Anyone living in the Forth Valley area aged 65 and over who may require advice to help them stay well at home. It can also be accessed by their family members or carers on their behalf.
When can I contact ALFY?
The service is available 24 hours a day, 7 days a week by calling 01324 567247
Who will I be speaking to when I call ALFY?
ALFY is staffed by experienced nursing staff and is supported by NHS Forth Valley and its three council partners.
How will I decide whether to phone ALFY or NHS24?
You should call NHS 24 on 111 if you are concerned that you may need medical assistance when your GP surgery is closed and you are too ill to wait until it re-opens. NHS 24 can arrange for you to be assessed by a health professional, offer advice and, if necessary, arrange for you to be seen at a local GP out-of-hours centre or ask you to attend hospital. They cannot book you into local clinics or arrange appointments.
If you are unsure whether to call NHS 24 you can phone ALFY and the trained nurses will be able to help you decide if you require medical assistance. If you have other concerns or questions about your health you should phone ALFY and staff will be able to provide details of other local services available.
I know ALFY is not for emergencies but how will I decide whether to phone this number or NHS24?
You should call NHS24 when you are concerned that you may need non emergency medical assistance and particularly if your GP surgery is closed and you are too ill to wait until it re-opens.
NHS 24 offers a detailed health assessment by a health professional, for example a GP, nurse, dental nurse or a pharmacist. They will offer advice and if necessary organise for an ambulance to take you to hospital. They cannot book you into clinics or provide you with GP appointments.
If you are in any doubt about whether to call NHS24 you can ask ALFY and the trained nurses will be able to help you decide if you require medical assistance.
For all other concerns, where you are not sure who to contact you should telephone ALFY and staff will be able to signpost you to other services, whether that’s NHS, Social Services or voluntary sector services and if necessary can even book you an appointment with the Rapid Access Frailty Clinic.
Will my call be confidential?
Your call will be logged for monitoring purposes and we will only share personal information with other healthcare professionals if it is necessary to help you get the support you require e.g. to book an appointment at the Rapid Access Frailty Clinic.
You are protected by the Data Protection Act 1998 which states that information about you can only be used in certain ways and that you have a right to know how we intend to use the information you provide.
The legal duty of confidentiality also governs information passed in confidence. It only allows sharing of this type of information with consent, in the wider public interest or by law.