- How we help
Pain Concern offers a confidential, anonymous and free telephone and email services to individuals anywhere in the UK through our helpline. Calls and emails are answered by trained and skilled Helpline volunteers who will listen empathetically, inform appropriately and signpost accurately with the aim to support and empower callers. We are members of the Helpline Partnership and hold The Information Standard Quality Mark for all of our publications.
When you contact us, you can expect that you will be listened to and treated with respect and courtesy. Our aim is to provide information, support or just a listening ear to people wanting to talk about their own pain or that of a family member or friend. We aim to answer all calls within 5 rings during our core operating hours, and to respond to all email contacts within a week, but this depends on our volunteers’ availability.
Call us at 0300 123 0789 or email firstname.lastname@example.org. We are available three days a week from 10am to 12pm, 12:30 to 13:30 and 2pm to 4pm on Mondays, Thursdays and Fridays (Except on bank holidays)
Our helpline is staffed mainly by volunteers who are living with pain themselves and while we strive to offer the service during our entire core operating hours, these are sometimes subject to minor changes, dependent on the Helpline volunteers’ availability and there will be occasion when it is not possible to open the helpline throughout the day.
What help can we give?
The helpline can help callers and those who email by providing
Our Helpline volunteers cannot
Misuse of the service: It is Pain Concern’s policy, that our Helpline volunteers should perform their duties in a safe, abuse free environment. In cases where a caller is persistent is acting in an overly aggressive manner toward the helpline operator, wants to gain a relationship with the volunteer or is calling for their own sexual gratification; our Helpline volunteers are instructed to terminate the call.
Cost and billing
0300 numbers are dedicated to non-profit organisations and are included in any discount schemes or inclusive call minutes that you may have with your landline or mobile phone operators.
Anonymity & Confidentiality:
We run confidential and anonymous service. This means that whatever you say or write stays between you and the pain Concern Helpline Team. This privacy notice tells you about how we use, store and share any personal data that you might give us.
Disclosing confidential information: There are some exceptional circumstances when the Helpline will break confidentiality; these include but are not limited to:
Wherever possible, we will talk to the caller about it first, explain our confidentiality policy and will make a point of gaining their consent before disclosing confidential information giving them as much control as possible.
Unauthorised breaches of confidentiality: Our Helpline team members understand that any deliberate or reckless unauthorised disclosure of identifying information about our service users is a serious offence and will be dealt with via disciplinary measures.
Record Keeping and call monitoring
Like all Helplines we keep anonymous data to help us with our fundraising, campaigns, information and strategic planning. Some data is used to inform the medical community or politicians about the sorts of help and services needed in the pain community. This information will never include any identifiable information about individuals without their prior and explicit written consent.
Evaluation of the Helpline service:
Pain Concern is committed to deliver a quality helpline service and to finding out if its service users are satisfied with the support offered. In order to do this, we will from time to time: