What we've found

We regularly review the service we offer and strive to improve and develop it whenever we can. An essential part of this review involves finding out about the experiences of people using our Specialist Nurse service. In our most recent survey (2015):

  • 95.4% of callers said the information was useful
  • 99.5% said the nurse addressed their concerns well
  • 98.0% understood the topics well
  • 99.2% of callers would recommend the service to others

Helplines Standard

We are a member of The Helplines Partnership and our service has been accredited to The Helplines Standard. This means that through independent assessment, we have demonstrated that we are committed to quality and offer a professional service.

  • Confidentiality  

    The telephone, email, Live Chat, text and postal enquiry services are confidential between you and Prostate Cancer UK. If you contact the Specialist Nurses, you may choose to provide personal information which will only be used for the purposes of dealing with your enquiry.

    Sometimes, a Specialist Nurse may have someone listening in to a call for training purposes. This would be explained to you at the start of a call, and if you would prefer the other person not to listen, please tell us and they will remove their headset.

    If you need to conduct the call in another language, an interpreter from a translation services company will join.

    Any personal information provided will not be passed onto anyone else without your express permission except in exceptional circumstance to comply with the nurses' code of professional conduct or the law. Examples of this might include children contacting the service reporting abuse, anyone reporting serious self harm, anyone expressing the intention of harming someone else, or if a terrorist threat is reported.

    Your personal information and details of the enquiries received are stored on a secure database. If for any reason you wish to have your personal details removed from our records, please contact our Supporter Care team:

  • What service users can expect from the Specialist Nurse service  

    • Prostate Cancer UK’s Specialist Nurses aim to provide a professional and confidential service offering impartial, evidenced based information on all prostate conditions.

    • The service user can expect to receive support and information from an experienced health professional, who will aim to respond sensitively and effectively to their enquiry.

    • Our Specialist Nurses aim to improve with health and well-being of service users, empowering them to make choices for themselves, or support for family, friends and loved ones affected by any prostate condition. They will aim to explore sensitive issues with service users and will do this with respect, care and without personal or professional judgment.

    • Prostate Cancer UK’s Specialist Nurses will treat your contact as confidential unless there is a risk of serious harm or abuse to you or someone else, in which case, we may have to pass this information onto a third party such as the emergency services.

    • The information provided by the Specialist Nurses is not a substitute for professional care and should not be used for diagnosing or treating a health problem or disease. Our Specialist Nurses will not give advice or opinions, either medical or personal.

  • What we can expect from service users  

    Prostate Cancer UK will not tolerate any unacceptable and inappropriate behaviour directed towards our Specialist Nurses. In the event that this occurs you will be informed that your telephone call or Live Chat will be terminated.

  • During busy periods  

    Our telephone service can sometimes be particularly busy between 10am-12pm and 3-5pm. During busy periods, you may be entered into a queue to speak to a Specialist Nurse. Occasionally, if all of our Specialist Nurses are still speaking to other callers after 10 minutes, you’ll be given the option to leave your details so we can call you back as soon as someone is available. Please note that you will not be given the option to stay in the queue after 10 minutes, so if you’d like a Specialist Nurse to return your call, please do leave a message. 

  • Call monitoring  

    Calls are recorded and monitored for training purposes. This is an important part of maintaining quality of our Specialist Nurse service. All calls are kept confidential to Prostate Cancer UK and are destroyed securely after use.

  • Calling from outside the UK?  

    Prostate Cancer UK is a UK-based charity, and the information and support we provide is based on men receiving treatment in England, Scotland, Wales & Northern Ireland.

    We're happy to take enquiries from outside the UK, but we can only give general information about prostate cancer or disease.

    Contact with the Specialist Nurses is through a confidential telephone service on 0800 074 8383, which is free from UK landlines and mobile phones. We also provide support and information via our live chat and email services.

  • Face to face support  

    Prostate Cancer UK is a UK-based charity, and the information and support we provide is based on men receiving treatment in England, Scotland, Wales & Northern Ireland.

    Contact with the Specialist Nurses is only through our confidential telephone service, which is free from UK landlines and mobile phones, our online live chat service and by email.

    Our Specialist Nurses are not able to provide face-to-face information and support.