A day in the life of a Helpline nurse

Happy International Nurse’s Day! We have an amazing team of nurses here at the Royal Osteoporosis Society (ROS) who provide information and support to anyone who has questions about osteoporosis and bone health. 

Last year, our Helpline responded to nearly 12,000 enquiries and made 64% of the 7,316 outbound calls in response to the pandemic. Meet Louise, one of the Specialist Osteoporosis Nurses who works on our free Helpline. We’ve gone behind the scenes to ask her what a day in the life of an ROS Helpline nurse really looks like….

09:00

“My morning begins with waving my two daughters off to school. I then get together a variety of resources that I know will come in handy throughout the day, like factsheets for different treatments for osteoporosis or manging persistent pain. This daily ritual helps me to transition from being Mum into a Specialist Nurse – focusing my mind, ready for the day’s work.

“Once upon a time we were all based in the office, but since the pandemic began we’ve all been working from home. So, once my computer has sprung into life, the working day begins with a morning catch up via video call with the rest of the team – there are nine of us including a Nurse Consultant.

“Then once the Helpline opens at 9:00, I start receiving calls straightaway. These can vary in time and complexity – some are simple questions but others require a lot more time and consideration.

“Questions can be about all sorts of osteoporosis and bone health related issues. I take calls about drug treatments and their side effects, bone density scan results and what they mean, pain management for vertebral fractures, anorexia and osteoporosis, nutrition for bone health, how to exercise with osteoporosis and sometimes Pregnancy Associated Osteoporosis (PAO) – a very rare condition and therefore a rare type of phone call!

I am passionate about empowering our callers. I love connecting with people, hearing their stories – helping them navigate the next step on their journey.

11:00

“Our Nurse Consultant phones me to talk to me about some of our resources because I’m in the process of reviewing one of our information booklets. It’s really important that we do this to ensure that all of the information remains up-to-date and relevant.

13:00

“At 13:00 the Helpline closes for lunch, but before we all disappear to refuel we have a brief catch up via video call. This is a really useful time for us to reflect on the morning’s calls and to learn from each other. Reflecting on practice is an important part of being a nurse.

Sometimes it can be upsetting. We hear stories from people who might be having a really difficult time – listening and absorbing people’s worries can take its toll emotionally.

14:00

“The Helpline reopens in the afternoon between 14:00 and 17:00. This afternoon I have been given some precious time off the phones though, to help put together a talk for one of the support group meetings ROS volunteers provide across the UK.

“We finish at 17:00 when the Helpline officially closes, but occasionally one of us will still be talking to a caller and so we ensure that there is always a second nurse available to provide support if needed.

A couple of weeks ago I was speaking to a very tearful lady, who just appreciated having someone to take the time to listen to her story. At the end of the phone call, she said I had “walked with her in her time of need.” This, I believe, is the very essence of what it is to be a nurse.

“After work I enjoy going for a daily walk or run in the countryside. My happy place would be the seaside though. I grew up by the sea and now that lockdown has started to ease, I am looking forward to having a walk by the sea and a swim!”

About our Helpline

With specialist knowledge of osteoporosis and bone health, the nurses on our Helpline can talk through your individual circumstances and give you tailored information to help you move forward with confidence.
Call for free on 0808 800 0035 between 09:00 to 13:00 and 14:00 to 17:00, Monday to Friday. Or please email nurses@theros.org.uk.