Find answers to common questions about our services to help health professionals support their patients.
Cancer Council NSW is Australia’s largest cancer charity, providing a wide range of support services, including emotional support, financial and legal support, practical assistance, and information resources.
We support people with all types of cancer, their family, and their friends across NSW.
A referral to Cancer Council NSW is appropriate when a patient or their carer requires information, emotional or practical support due to a cancer diagnosis.
If you are unsure what support your patient needs, our 13 11 20 staff can talk to them about any cancer-related concerns and provide information and/or navigation to appropriate Cancer Council NSW supportive care services and provide details of appropriate external service providers.
Our 13 11 20 Information and Support Service is staffed by experienced cancer health professionals and are equipped to address the emotional and practical needs of your patients and their carers. The 13 11 20 staff will listen to your patients’ concerns and identify their needs at any stage of their cancer journey.
To request support services from Cancer Council NSW, submit a request via our request portal or call our 13 11 20 Information and Support Service, Monday–Friday, 9 am – 5 pm, excluding public holidays.
The information required to submit a request includes the patient’s or carer’s name, contact details, a brief description of their situation, and any specific needs they may have.
You will be required to provide details about the person’s health, and for some services, their legal, financial, or specific supportive care needs.
Providing relevant medical details, contact information, and an understanding of their support requirements will facilitate the process.
If urgent assistance is needed, please indicate this when requesting support by ticking ‘priority’ and provide as much information as possible around the timeframe in which the client needs support.
We will prioritise cases based on urgency, ensuring that individuals with immediate needs receive prompt attention, however, timeframes will differ depending on the services the client requires.
You can also call our Client Services team on 1300 360 541 to discuss the urgency of a request.
Yes, with your patient’s consent you can contact our Client Services team on 1300 360 541 and enquire about the status of your patient’s services and if they are eligible to receive support. Client Services can also provide you with an update on the status of your requests.
Please ensure you have your patient’s consent before contacting Client Services as we are unable to provide any information without their consent.
Our services are generally free of charge, including accessing our information resources and support from our 13 11 20 health professionals.
Some of our emotional and practical support services are limited to patients and carers experiencing financial hardship and eligibility criteria will apply. These services may be available at a cost to the patient or carer should they not meet this eligibility criteria.
We rely on donations and community fundraising to support our services and ensure that individuals affected by cancer receive the assistance they need.
Yes, eligibility criteria apply for some services, and are based on various factors, such as cancer stage, income, language, state of residence and if they have accessed the service previously. We may need to assess individuals’ circumstances further to determine their eligibility for specific services.
Response times vary, but we aim to respond to referrers to confirm their request has been received within 48 hours. Patients referred to 13 11 20 information and support service will be contacted within 48 hours or 2 business days. The service delivery time varies based on factors such as urgency and the complexity of the case.
You can enquire about expected timeframes by calling Client Services on 1300 360 541. We aim to assess and coordinate services as efficiently as possible.
If you have not made a referral for your patient previously, contact Client Services on 1300 360 541. With your patient’s consent our client services team will provide information on the services the individual is currently receiving or has received previously. Please ensure you have your patient’s consent before contacting Client Services as we are unable to provide any information without their consent.
If there are changes in your patient’s circumstances or care needs, it is important to inform us by calling Client Services on 1300 360 541. This ensures that their service is adjusted accordingly to meet their evolving requirements, or it may mean they are no longer eligible for the service.
Patients, family members and friends can contact our 13 11 20 Information and Support Service, Monday – Friday, 9 am – 5 pm, excluding public holidays.
Staffed by experienced cancer health professionals, our 13 11 20 team can provide:
- short-term emotional support for carers, families and friends
- handy tips for supporting someone with cancer
- information and tips about talking to children and adolescents about cancer
- answers to general questions about cancer and about any stage of cancer
- help to navigate carers to support services and support groups.