What is Single Point of Contact?

Scottish Government have provided funding for what is known as a single point of contact – this is someone/somewhere where any patient from referral, to diagnosis (or exclusion) and through their cancer journey can contact if they need help or support. The Single Point of Contact (often referred to as SPOC) concept aims to support NHS Boards in offering better communication to patients through the cancer pathway from the point of being informed about a cancer suspicion. This concept is intended to enhance existing services- to improve patient communication, experience and outcomes by providing a single point of contact: dedicated person-centred support through the cancer pathway. So the single point of contact is a concept and within Borders Macmillan Centre the service responsible is the Cancer Services Hub.

When will we contact patients?

There are 2 main points when our SPOC team will actively contact patients:

  1. when we receive an urgent suspicion of cancer (USC) referral from a GP - receipt of this will automatically trigger an information leaflet to be sent to patients. This information leaflets details the service offered and how to access support while awaiting a diagnosis.
  2. when a patient has a confirmed cancer diagnosis - every patient receiving a diagnosis of cancer should receive a telephone call from one of our SPOC Cancer Care Co-ordinators. This call allows us to introduce the service, ensure the patients understand their diagnosis and that we are here to contact if they need any help or support during their cancer journey.

Patients do not need to be referred in – they can access support in the following ways:

Telephone: 01896 826811
Email: BOR.CancerCareCoordinators@borders.scot.nhs.uk
The service is Monday-Friday 9.00am to 4.30pm

Outwith these hours, patients can leave a voicemail and someone from the team will call them back.

Amanda Fiddes and Martin Lammie are our Cancer Care Co-ordinators and they will be the ones answering the phones and dealing with enquiries. Patients can also meet Amanda or Martin face to face if they prefer.

Alison Smail is Cancer Pathway Navigator, who will plan the role out to all cancer groups over the coming months, and evaluate/adapt the service throughout the pilot. During 2023 will focuss on all Cancer Pathways and working with teams to identify areas of concerns, where there may be gaps or delays and looking at ways where we can improve patient experience.

Kirsty Smith is the Service Manager.