Frequently Asked
Palliative Care Questions
Do you have questions for the palliative care team? Call 1800 360 000 from 7am – 10pm, every day of the year.
Questions?
We understand it can be difficult finding the right information about palliative care, knowing who you can trust, and what advice to listen to. We hope the following will help answer a few of the more commonly asked questions, but if you’re still left with questions, call us to speak with a specialist palliative care nurse on:
1800 360 000
About the Palliative Care Advice Service
The Palliative Care Advice Service is where anyone can speak with a palliative care nurse or doctor about any aspect of a life-limiting illness.
Operating for the first time in Victoria, the service gives all Victorians an opportunity to access expert advice on life-limiting illness, palliative and end of life care.
If you have palliative care questions, we are here to help.
The Palliative Care Advice Service is available every day of the year including public holidays.
The advice service operates from 7am- 10pm.
If you have palliative care questions after hours, you can leave a message on our voicemail, or send us an email at [email protected]
The Palliative Care Advice Service offers practical information, guidance and support about life-limiting illnesses, palliative and end of life care that is:
- specialist (nursing, medical)
- related to all life-limiting conditions
- based in Victoria
- Replace the after-hours care of designated community palliative care services
- Replace the care of other health care providers
- Provide case management such as referrals, direct advocacy, intervention or prescriptions
- Access individual medical records
- Counselling services, or
- Emergency management (i.e., 000 matters)
A pre-recorded message will advise you of your privacy rights and that the call will be recorded unless you request it not to be. Then your call will be answered by one of our palliative care nurses.
If you call outside of our operational hours of 7am-10pm, you can leave a message and a nurse will return your call. Alternatively, you can send us an email at [email protected]
No. There is no cost for accessing the service, but some mobile carriers may incur a charge.
Who is the advice service for?
The service is for everyone everywhere in Victoria.
It is for people living with life-limiting illness and the people who support them.
It is for family, friends or neighbours. It is also for doctors, nurses and other healthcare workers and providers.
It is for anyone who has questions about palliative care, life limiting illness and end of life care.
If you have questions about palliative care or aren’t sure what questions to ask your healthcare team, we are here to help.
We are unable to provide prescriptions, referrals, access medical records or replace the care of local healthcare providers.
You will be asked for:
- Your name, phone number and the postcode you are calling from
- If you are known to a specialist palliative care team or service
If you are calling on behalf of another, please ensure that you have their permission first.
This helps us identify how best to help you with your palliative care questions.
We are unable to provide, referrals, treatment, prescriptions and do not have access to your medical records.
If this is an emergency, call 000.
If our palliative care nurses are on other calls, rather than keep you on hold we will ask you to leave a message. We will call you back within half an hour.
If you call outside of our operational hours of 7am-10pm, you can leave a message and a nurse will return your call after 7am.
Alternatively, you can send us an email at [email protected] or through our (Contact form)
Accessibility
The Palliative Care Advice Service provides free access to interpreting services.
You can call 131 450 and ask for 1800 360 000.
Or ask the palliative care nurse for an interpreter at the start of your call.
You can also access translated brochures on our resources page.
National Relay Service 1800 555 660.You can also contact us through this form or via email [email protected].
Privacy
Yes, all information you provide remains confidential and our records are secure. The palliative care advice service is governed by Victorian laws including the Privacy Data and Protection Act 2014 (Vic) and the Health Records Act 2001 (Vic).
Or you can see our privacy policy HERE.
Promotional material
You can order the Palliative Care Advice Service promotional materials through this site.
Alternatively you can download brochures in a range of languages from our Resources page. You just need to click the document to download it.
Can I find resources in my language?
Yes. We have brochures available to download in the following translations:
- Arabic
- Chinese
- Croatian
- Filipino
- Greek
- Hindi
- Italian
- Macedonian
- Punjabi
- Sinhalese
- Spanish
- Tamil
- Turkish
- Urdu
- Vietnamese
Alternatively, you can email us at [email protected] to ask for copies to be sent to you.