ACE Group WORLD
Helpline Policy
In order to help manage genuine emergencies which need immediate advice, ACE Group World has set up an emergency helpline number for registered Practitioners.
Emergency Helpline Policy
Background
The ACE Group World Emergency Helpline is strictly for registered ACE practitioners who require immediate clinical advice for a genuine emergency. It must not be used by patients, non‑members, or for routine queries.
If your situation does not require urgent, time‑critical advice, please use one of the appropriate non‑emergency channels:
- The ACE Group World Members’ Forum, for routine clinical questions and peer discussion
- Email: help@acegroup.online, for non‑urgent support and general clinical enquiries
Using the correct pathway ensures that emergency calls can be prioritised and managed safely for practitioners who need immediate assistance.
If the practitioner taking the call determines that the complication does not require emergency intervention, the caller will be guided to the most appropriate alternative pathway and advised on how to manage the situation safely.
Terms of Use
Emergency Helpline Access
The Emergency Helpline is available only to currently registered ACE Group World members who require immediate clinical advice for a genuine emergency.
Practitioners who use the service excessively, inappropriately, or outside its intended purpose may be contacted and may have their access to the service restricted or withdrawn.
Individual Membership
ACE Group World membership is strictly individual.
Access to the Emergency Helpline and all ACE services applies only to the named, registered member and does not extend to:
• colleagues
• co‑workers
• clinic staff
• non‑members
• corporate or organisational cover
Call Handling, Recording and Availability
ACE Group World call handlers endeavour to answer the Emergency Helpline on a priority basis.
However, call handlers may be:
• working in their own clinics
• treating patients
• performing other professional duties
Therefore, we cannot guarantee that calls will always be answered immediately.
If your call is not answered, please continue to try the number so that a call handler can respond as soon as they become available.
All calls to the Emergency Helpline are recorded for training, audit, quality assurance and governance purposes.
Please be respectful and avoid calling at unsociable hours unless the situation is genuinely urgent.
Rudeness, aggression, or unprofessional behaviour will not be tolerated.
Data Protection and Patient Information
ACE Group World may store information in accordance with our GDPR policy.
• Patient‑identifiable information should not normally be sent to ACE Group World.
• Practitioners should use clinic identification numbers or patient initials wherever possible.
• Patient consent must be obtained before sharing any information or photographs.
• All electronic communication must be appropriately secured.
ACE Group World collects anonymised data for:
• education
• statistics
• regulatory engagement
• quality improvement
• other legitimate purposes
Where appropriate, ACE Group World may report complications to the MHRA and the manufacturer via the Yellow Card system.
Escalation to Another Practitioner
If the call handler receiving the call is unable to assist in managing the complication, the case may be referred to another ACE practitioner with greater experience in that specific complication type.
Insurance
ACE Group World holds Professional Indemnity Insurance that covers the clinical advice provided
Confidentiality
Practitioners must not discuss, disclose, reveal, or report any confidential information obtained through the Emergency Helpline, except:
• where explicitly authorised by ACE Group World, or
• where required by law.
Privacy Policy
Our full Privacy Policy is available on the ACE Group World website.
Confidentiality Policy
Our full Confidentiality Policy is also available on the ACE Group World website.
Feedback and Review
ACE Group World welcomes constructive discussion and feedback regarding this Emergency Helpline Policy to support continuous improvement and safe practice.
Updated May 2026