Helpline confidentiality policy

This confidentiality agreement exists between callers to our helpline 0808 800 0303 and the helpline as a whole.

We take caller confidentiality very seriously and aim to create a trusting relationship between helpline users and staff.

Callers' personal details are not shared with third parties unless consent has been given, and only on a 'need to know' basis.

Exceptions to this are detailed below and are made only where there is a potential risk to the caller or others and/or where required by law.

Objectives of the confidentiality policy

• To protect callers' personal information
• To provide a service where callers feel able to speak openly about their concerns, knowing that the information is kept private
• To ensure the protection of callers, staff and the general public
• To ensure that the helpline adheres to the Data Protection Act
• To ensure that helpline staff understand and adhere to the policy

The confidentiality policy in practice

1. Caller information is recorded only for the purpose of returning calls or sending out requested literature. This information is kept on a secure electronic database. Any handwritten information is stored in locked drawers.
   
2. Callers to the helpline are free to speak to staff anonymously or using a pseudonym if they wish.
   
3. Our telephone system does not reveal the caller's telephone number. Likewise, the helpline telephone number is withheld when helpline staff return calls. Please note that if an individual has chosen to bar anonymous or withheld numbers then we will not be able to return calls.
   
4. We do not pass on caller details unless this has been agreed with the caller. Where calls relate to other areas of the charity, we will pass on contact details. Voicemail messages or emails for specific members of staff or departments will be forwarded to the relevant person. Clear consent is not sought in these cases but is automatically presumed due to the nature of the enquiry.
   
5. Email correspondence is kept securely and electronically and will be forwarded only where necessary. For example, a fundraising query will be forwarded to the Fundraising team.
   
6. Statistical information relating to calls is collected for managerial and supervisory purposes and may be shared widely. However, this data is collated anonymously.

Exceptions when confidentiality may be broken

1. A caller is perceived as a serious and immediate risk to themselves by helpline staff. This may include being actively suicidal or self-harming.
2. A caller is perceived as presenting a serious and immediate risk to others.
3. A call which seems to indicate abuse of any kind to children.
4. A call which indicates possible terrorist action.

A 'listening ear' service

We understand that living with Parkinson's can be challenging and highly distressing at times, and that there may be moments when some callers feel that ending their life is a viable option.

Helpline staff will never encourage an individual towards such action.

However, staff are trained to deal with this type of call and are available to talk through the difficult and sometimes complex feelings which may lead to these thoughts.

Responsibilities of the helpline staff

Helpline managers and supervisors will ensure that all staff are sufficiently trained to fully understand the scope of this policy and how to implement it in practice.

Responsibilities of helpline users

Callers take responsibility for the information they divulge.

Callers should ensure that they are happy with the content of this policy and raise any questions they may have with staff.

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