Telephone Helplines Association
In recognition of good working practice in health information-giving and issues of confidentiality, the Brain and Spine Helpline was awarded the Telephone Helpline Association's (THA) Quality Standard in November 2003. The Quality Standard is the highest accolade the THA can award a Helpline, and of the 400 organisations that are members of the THA, less than 20 have been granted the Quality Standard.
The Telephone Helplines Association (THA) was established in 1996 to promote quality and confidence for callers to Helplines in the non-profit making sector. Since then they have extended their role to encompass the statutory and corporate sectors. They offer training and consultancy services to Helplines, on issues relevant to there individual needs, such as caller handling, monitoring, confidentiality and evaluation of services.
Freephone calls are free to callers from land lines; the cost is incurred by the Helpline. After much negotiation with phone providers, a Special Freephone Tariff Scheme (SFTS) was made available to members of the THA. This scheme has lessened the overall telephone charges to the Helpline and protects the callers’ confidentiality, by not showing the call on itemised telephone bills.
Until recently all mobile phone providers charged for helpline calls and on itemised bills the number called would be displayed, which disregarded the individuals privacy. The Telephone Helpline Association has lobbied the mobile phone companies to curtail this practice. Orange, Virgin Mobile and 3 have all supported this undertaking. Please contact your network provider if you have any queries.
Telephone Helplines Association Quality Standard was awarded to the Brain and Spine Helpline in November 2003. The award was in recognition of the working practises of the Helpline and its commitment to quality.
Freephone calls are free to callers from land lines; the cost is incurred by the Helpline. After much negotiation with phone providers, a Special Freephone Tariff Scheme (SFTS) was made available to members of the THA. This scheme has lessened the overall telephone charges to the Helpline and protects the callers’ confidentiality, by not showing the call on itemised telephone bills.
Until recently all mobile phone providers charged for helpline calls and on itemised bills the number called would be displayed, which disregarded the individuals privacy. The Telephone Helpline Association has lobbied the mobile phone companies to curtail this practice. Orange, Virgin Mobile and 3 have all supported this undertaking. Please contact your network provider if you have any queries.
Telephone Helplines Association Quality Standard was awarded to the Brain and Spine Helpline in November 2003. The award was in recognition of the working practises of the Helpline and its commitment to quality.
