A listening ear at Christmas for people living with a terminal illness

While many of us are opening gifts and enjoying Christmas dinner, staff at the Marie Curie Information and Support Line, based in Pontypool, will be providing advice and support to people living with a terminal illness throughout the festive season. 

The support line opened three years ago, and has always provided its services on Christmas Day, says Brigette Flye, support line team leader. 

“As a team we are passionate about our work and the support we offer to people, we appreciate that for some of our callers this can be an exceptionally difficult day,” she said.

“Facing up to the reality that a loved one is dying, coping with pain, feelings of isolation after a bereavement can all be heightened when it feels like the rest of the world is celebrating.”

Brigette said call volumes can fluctuate hourly over the period, with people calling for both advice and emotional support, and she expects call volumes to rise as more people become aware of the service.

“Providing a safe space, a listening ear and knowing when to safeguard a caller are vital for the Support Line officers,” she added.

People can also get support the online chat on the charity’s website – and now via social media too. 

Marie Curie decided to launch the new service after noticing an increase in requests for support on social media and believes it will allow them to reach a wider number of people who are affected by terminal illness. 

Matt Williams, Support Line Manager for Marie Curie, says: “Not everyone is obviously asking for support when they comment we see people saying things like, ‘I wish I could speak to someone’,  so we can respond and say ‘we’re here for you and there isn’t a time limit on when you can speak to us’.

“We’re already seeing that we’re reaching a slightly different audience to those that we speak to over the phone. I see it as an opportunity to adapt to the way that many people now prefer to interact with brands and organisations – it’s become commonplace to tweet rather than call or send an email.”

Since launching in October, it has proved a success, with an average of 8 to 10 people per day getting in touch via this medium.

Working on Christmas Day doesn’t mean the team misses out on the celebrations as they decorate the office and increase their office treats throughout the Christmas period.

“As a team we work hard to make sure the team do not feel left out- mince pies, Christmas quizzes and secret Santa all help to keep us smiling,” added Brigette.

• The Support Line will be open from 10am to 4pm on Christmas Eve and from 10am to 2pm on Christmas Day and Boxing Day.  On New Years’s Eve it will open from 10am to 4pm, and 10am to 2pm again on New Year’s Day.  If you need support, call 0800 090 2309.