Reframe FAQs

We’ll help you gain a better understanding of yours or your loved one's specific cancer type and will attend to any questions or concerns you have.

We’re also here to help you come to terms with your diagnosis and prepare you for the next steps.

You can access our support whenever you need via email, phone or your online portal which also includes live chat.

Our support team is available Monday to Friday, 9am-5:30pm (excluding bank holidays). If you need urgent help outside of these hours you should contact your clinical team at your hospital, your doctor or consultant, or an emergency service.

Yes. We can support anyone. We just need their consent for us to contact them and their details, so we can set them up on the system.

When you know what service you need, you will be taken through our simple payment process. Our secure payment process accepts all major credit and debit cards.

We need to take payment before you can book your service. Once you have paid you will receive an email confirmation with instructions on how to book and what to expect next.

We do not currently accept Private Medical Insurance.

However, many employers provide our services to their employees. if you need more information, please email our business support team on hello@reframe.co.uk or call 0207 965 0286

While we can support you in talking to your employer, we need your permission to make direct contact about your case details. We can absolutely work with you on how to talk to your line manager, colleagues or HR department to you get the support you need.

One-off support is intended to provide speedy access to a Cancer Nurse for any cancer-related questions you may have as and when you need it.

Our support plans provide a more comprehensive service and will provide you with continuous, tailored and holistic support though your cancer journey.

With a support plan, we will look at your goals and needs over the long term throughout your treatment. We can also support you with your life beyond cancer, helping you “return to normal” after your treatment. Our team is always ready to talk to you, in whichever way works for you, whether that is by phone, email, chat or video call.

All of our services start with a needs assessment to ensure we tailor our service to you.

Yes, we can work with you to support them and work through all of their needs. We just need their consent for us to speak to you and their contact details, so we can set them up on our system.

We need to know the type of cancer you have been diagnosed with. It’s helpful for our Cancer Nurse Specialist to know the stage and grade if known and what your treatment plan is. The more information you feel comfortable giving, the more accurate clinical support we can provide.

Any third-party services we arrange for you, e.g. counselling or complementary therapies will have to be paid for by you. But we will always try to locate free services first or utilise your private medical insurance or employee benefits.

Yes, will happily help chase a referral. We can speak to a hospital, clinic, GP and other healthcare service on your behalf, as long as you have given us permission.

All of our Nurses are registered with the Nursing and Midwifery Council and adhere to their professional code of conduct. This includes ensuring confidentiality for all who are receiving their care and ensuring that all information is shared appropriately.

We also strictly adhere to the General Data Protection Legislation which governs how information is collected, stored, shared and used to ensure this is done securely and appropriately. All data is kept securely and encrypted.

When you book a service with Reframe Cancer, and provide information, you are giving your consent that the Registered Nurse can view this information in order to provide your care.

We will not share any information about you with your employer, GP or anyone else without your express permission. You will need to give us your consent before we can do so. You can find out more about how we use your data in our Privacy Policy which you can find here.

While Reframe Cancer will not give you medical second opinions, we can advise you on when and how to get a second opinion and can help you to find a suitable Oncologist from our list of trusted Oncologists and also arrange this for you from if you need this.

Although we do not make decisions for you, we’ll be at your side to talk you through your options and help you determine the path that is right for you. This could NHS, private or a mix of both. Our services are available on whichever route you take.

We will discuss with you, if and when it would be most beneficial to seek a second opinion. While we can help you find clinicians, it is up to you to decide upon a clinician to progress with. We will then do the administration of arranging and funding this for you.

While your insurance policy will help you pay for medical treatment privately, it only supports you upon diagnosis and treatment. In addition to having your treatment funded by your insurance provider, we can help you get the most from your policy by:
• coordinating health services
• listening when you’ve had a tough day
• finding the right specialists
• attending appointments
• giving you a helping hand with everyday life.

Yes. Depending on your plan with us, we can guide you on sourcing financial support and connect you to additional services. We’ll also ensure that you are aware of the benefits available via your employer and/or insurance provider where you may receive extra help.