New helpline supports people considering a referral

The Nursing & Midwifery Council has launched a dedicated helpline supporting members of the public who are thinking about raising a concern about a nurse, midwife or nursing associate.

While fitness to practise concerns only affect a tiny minority of professionals on the NMC’s register, it receives more than 5,000 referrals each year.

In 2021-2022, it closed 78 per cent of new concerns at initial assessment – this can be because the person referred is not on its register, or it may not have received enough evidence to start an investigation. 

Its new helpline is the first step for members of the public thinking about making a referral to the NMC.

Its expert call handlers will guide people on making the right referrals and including all the information it needs to make a decision quickly and safely.

Where the NMC is not the right organisation for a particular concern, it will steer the caller toward those better placed to help. 

It hopes this will mean it will get the information it needs to be able to act. By making quicker decisions it can keep people safe, and reduce the impact of its processes on everyone involved. 

The helpline is the latest in a series of improvements to the NMC’s fitness to practise process.

These include a new online resource supporting employers to manage concerns locally, and a new approach to taking account of context when concerns are raised with the NMC. 

Sophie is one of the NMC’s team of call handlers who have supported more than 850 people during a successful pilot phase, including 303 people in February.

Sophie said: “We receive a wide range of calls, and whatever the scenario, the key thing we’re able to provide is reassurance.

“The people we speak to have often had difficult experiences and want to know how their voices can be heard.

“We’re here to listen to their concerns and either guide them on making a complete referral, or steer them toward another organisation better placed to help.”

Lesley Maslen, NMC Executive Director of Professional Regulation, said: “Anyone thinking about raising a concern with us will have been going through a difficult time, and perhaps still are.

“Our new referrals helpline is an important first step for anyone in this situation. 

“Our dedicated call handlers will listen to people, and can help explain more about who we are, how we can help and most importantly, what support we can offer.

“Then, if someone is ready to make a referral, we can guide them to give us everything we need to make the right decision as quickly and safely as possible.” 

Anybody concerned about a nurse, midwife or nursing associate can call the NMC’s referral helpline on 020 3307 6802.