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Helpline and local advisers

Our helpline and local advisers can support anyone with Parkinson's, their family or friends. Call 0808 800 0303 to get in touch.

How our helpline can support you

Our helpline is a free confidential service providing support to anyone affected by Parkinson's.

Our trained advisers, including specialist Parkinson's nurses, can provide information and advice about all aspects of living with Parkinson's, such as:

Our peer support service can also put you in touch with a trained volunteer who has a personal experience of Parkinson's that's similar to yours. You can arrange to have up to 6 sessions with your volunteer.

How do I contact the helpline?

  • Call FREE on 0808 800 0303
  • Opening times: Monday-Friday: 9am-7pm, Saturday: 10am-2pm
    (Closed Sundays/bank holidays)
  • Email: [email protected]
  • Online enquiry form: Contact us
  • NGT Relay: 18001 0808 800 0303 (for use with smart phones tablets, PCs and other devices. For more information see www.ngts.org.uk)
  • Write to us: Helpline, Parkinson's UK, 215 Vauxhall Bridge Road, London SW1V 1EJ

The helpline can get very busy. We answer as many calls as possible, but if you can't get through, please leave a message with your name and phone number.

Unfortunately, we can't return calls to numbers that bar withheld or anonymous numbers.

If you contact us by email or online, we'll come back to you within 5 working days. If you'd like a speedier response, it may be quicker to phone us.

If your email is complex - for example about medical issues or benefits entitlement - we'll do our best to answer it fully. However, it's sometimes easier to speak to you on the phone to make sure we have all the details we need to help you.

How Parkinson's local advisers can support you

Our UK-wide network of friendly Parkinson's local advisers is here for you – whether you have the condition or you're a carer, friend or family member of someone with Parkinson's.

Parkinson's local advisers can help if you:

Your Parkinson's local adviser will have a wide range of knowledge and expertise about Parkinson's, and know about services available in your area.

Parkinson's local advisers are there to turn to, so no-one has to face Parkinson's alone.

How do I contact my local adviser?

Search for your nearest Parkinson's local adviser in the postcode search below.

Or contact our helpline 0808 800 0303 to be put in touch with someone near you.

Our local advisers and helpline work together. Our local advisers are often out meeting people with Parkinson's, so if your local adviser is not around when you call, please get in touch with our helpline on 0808 800 0303.

Interpreting service for non-English speakers

We offer advice to people in the UK whose first language is not English, using a telephone interpreting service covering over 170 languages.

You can call the helpline directly on 0808 800 0303 and request an interpreter.

Healthcare professionals can also contact us, with their client's consent, and arrange for a helpline adviser and interpreter to call the client.

Tell us what you think about our helpline and local advisers

We regularly review the service we offer and strive to improve it wherever we can. An essential part of this review involves seeking the opinions of people who use the helpline.

You can get involved in different ways, such as commenting on one of our policies, completing a survey or attending a service-user focus group meeting.

If you're interested and can spare some time, please email [email protected]. We'll keep your details on record and contact you soon. Your input is invaluable.

Give us your feedback on the helpline

If you would rather just send us any comments or suggestions, please contact Tim Moore, our telephone services programme manager:

  • Email: [email protected]
  • Write to: Helpline, Parkinson's UK, 215 Vauxhall Bridge Road, London SW1V 1EJ

Our helpline complaints policy below tells you what you can do if you're not satisfied with the service received.

Give us your feedback on Parkinson's local advisers

If you would like to send us any comments or suggestions, please contact Joyce Borgs, our adviser service programme manager:

  • Email: [email protected]
  • Write to: Adviser Service Programme Manager, Parkinson's UK, 215 Vauxhall Bridge Road, London SW1V 1EJ

What my local adviser means to me

"The stress, the worry - it was making me ill.

"It was Vicky who kept putting things back into perspective, and saying 'Don't worry, we'll sort this out.' She was always there for me," says Diane.

How our helpline is run

A quality helpline service

We are a member of the Helplines Partnership and our service has been accredited to the Quality Standard. This means we have demonstrated that we are committed to quality and offer a professional service.

Calls are free from UK landlines and mobile networks.

Disclaimer

The helpline is able to offer information and support. It should not be used for diagnosing or treating a health problem or as a substitute for legal advice.

If you have, or suspect you may have, a health problem you should consult your doctor or specialist nurse.

Call recording and monitoring

Helpline calls are subject to monitoring by managers within the Telephone Services team and on occasion calls will be recorded.

We do this to train staff, motivate the team to adopt the highest standards of customer care, and to monitor and evaluate the service.

Our call recording policy is available on request.

Helpline confidentiality policy

Overview

We will only hold identifiable information when you access our service after explicit consent has been gained through a verbal confidentiality agreement.

If you do not wish to have a client record with identifiable information held on you we will still support you with your enquiry. However, there will be limits to the service we will be able to provide you. For example, we will be unable to arrange a home visit for you.

The confidentiality agreement exists between you and Parkinson's UK as a whole.

Identifiable information will only be passed within the charity as required for the management of the service or to meet your explicit needs.

Statistical information relating to clients is collected for managerial and supervisory purposes and may be shared widely, however this data is anonymous.

Your data will not be passed to external organisations without clear written or verbal consent.

However, there are certain circumstances in which we may be obligated to disclose your information to other organisations. See below for further information.

Confidentiality may only be broken when

  • A client is perceived as a serious and immediate risk to themselves by information and support staff. This may include being actively suicidal.
  • A client is perceived as presenting a serious and immediate risk to others.
  • A client seems to indicate abuse to children or vulnerable adults.
  • A contact indicates possible terrorist action.

What data we hold

We will only ask you to supply information that we need in order to provide the service you have requested. We will normally ask you to provide us with:

  • Your name.
  • Your contact details.
  • Date of birth for identification purposes.
  • Notes on your call and any relevant background information needed to support you effectively.

For monitoring purposes it's helpful for us to know what year you were diagnosed in, what your ethnicity is and how you heard about us.

We may also request other information where it is appropriate and relevant. For example, we might need your national insurance number to support you with a benefits claim.

Access to the information we hold about you

You have the right to request a copy of the information that we hold about you. Contact the Telephone Service Manager if you wish to do this.

Keeping personal data secure

We take our obligations to keep your personal data safe and secure very seriously.

  • Your information will be held on an electronic client record system in accordance with the data protection law. Access to the system is tracked and monitored. Inappropriate access to a client record could be a serious breach of the charity's IT policy and may lead to disciplinary action.
  • To enable us to deliver a high quality information and support service we hold both personal and sensitive data of clients of this service. We do not use this data for marketing purposes without consent.
  • Sensitive personal information will only be kept on our client record system for as long as it is necessary. This means that non-financial data will be removed after 3 years if you have not had contact with Parkinson’s UK information and support. Any financial data we hold will be safely stored for 7 years.
  • To ensure the confidentiality of people contacting us for support we will not leave answer phone messages when returning calls unless we have been explicitly told that this is OK. Phone numbers are withheld by information and support staff when making outgoing calls to clients.

Helpline complaints policy

The Parkinson's UK helpline 0808 800 0303 aims to provide a high quality service to people with Parkinson's, their families and carers, and to professionals working with them.

It's important that we know about any problems so we can deal with them quickly and effectively.

We recognise, however, that there are times when our services may not meet people's needs or expectations, and that occasionally things do go wrong.

When this happens it is important that we know about it so that we can deal with any problem quickly and effectively. It also helps us to continue to improve the quality of services that we offer.

If you have a complaint or would like to raise any issues informally, please contact us. All complaints are treated confidentially.

Informal complaints

As a first step, please contact the helpline on 0808 800 0303 or email [email protected] to see if the problem can be resolved.

All team members will do everything they can to put things right.

Formal complaints

If you are not happy with the response, do not feel comfortable approaching a member of staff directly, or you feel that the matter is a more serious issue, you may wish to make a formal complaint either by telephone or in writing.

Your complaint will be acknowledged in writing within 48 hours. Where possible, the investigation will be completed with 14 days.

If you are unhappy with the response you receive, you have the right to appeal. Details of how to do this will be included in the initial letter we send to you.

To make a complaint, or to get a copy of the full complaints procedure, please get in touch:

  • Email: [email protected]
  • Call: Tim Moore, Telephone Services Programme Manager, on 020 7932 1346 or Luis Perpetuo, Head of Involvement and Inclusion, on 020 7963 3901
  • Write to: Tim Moore or Luis Perpetuo, Parkinson's UK, 215 Vauxhall Bridge Road, London SW1V 1EJ

We also welcome all general feedback about the helpline whether comments or suggestions.