In order to help manage genuine emergencies which need immediate advice, the ACE Group has set up an emergency helpline number for registered Practitioners of the ACE group. It is not for patients or non-members to use. All other complications, which are not genuine emergencies, will be dealt with in the usual way by using the forum or email.
If the Practitioner answering the call feels that the complication can be dealt with by other means, the caller will be advised on how to do this and the call will be ended.
- As part of being registered as an ACE Group member, each Practitioner is entitled to use the emergency helpline.
- Practitioners that are using the service excessively or inappropriately will be contacted and may be barred from using the service.
- ACE Group Practitioners will aim to be available during normal business hours, however as the ACE Group Practitioners will also be in their own respective clinic or other work, we cannot guarantee that calls will always be answered. We recommend keeping trying to call the number in this situation so that someone can answer as soon as they become available.
- Be respectful of the ACE Group Practitioners answering the calls and avoid calling at unsociable hours.
- Rudeness and unprofessional behaviour will not be tolerated.
- If the Practitioner is in breach of professional standards, the ACE Group will be obliged to report this to the Practitioner’s professional body. These breaches include, but are not restricted to, legal matters, the treatment of vulnerable adults, and Codes of Practice.
- The ACE Group will store information which is compatible with GDPR requirements and ACE Group policy on privacy, confidentiality and data protection.
- Patient identifiable details should not normally be sent to the ACE Group, the reporting Practitioner should use their own clinic identification number or patient initials.
- Patient consent must be obtained before sharing information and photographs with the ACE Group. All patient information sent electronically must be appropriately secured.
- Anonymised data will be collected by the ACE Group for educational purposes, statistics, sharing with regulators and other bodies and other uses.
- Where necessary the ACE Group will report the complication to the MHRA and the manufacturer and use the Yellow Card system of reporting.
- If the ACE Group Practitioner receiving the call is unable to help manage the complication, it may be necessary to refer this on to practitioner more experienced in this type of complication.
The ACE Group have Professional Indemnity insurance in place to cover the advice provided.
The Practitioner will not discuss, divulge, reveal, report for use for any purpose any confidential information which the Practitioner has obtained except as authorised by the ACE Group or as required by law.
The obligations of confidentiality will apply during the advice period and indefinitely.
Our confidentiality policy can be found on the ACE Group website.
The ACE Group welcome further discussion and feedback on this Emergency Helpline Policy.