Deane Helpline quality standards

At the Deane Helpline we are always looking at ways of improving our standards and would welcome any constructive advice or suggestions on how we can achieve this.

When you sign up to the Deane Helpline service you can expect:

Taking account of your wishes

In most situations we take account of what you want to happen. However, there are certain situations in which it would be inappropriate or even dangerous for us to act on your wishes. In those circumstances we may need to act contrary to your wishes. Nevertheless, we will tell you when we cannot do something and what we are going to do instead.

The customer focus group

At the Deane Helpline we strive to ensure good customer service. To enable the Helpline to achieve this we run a 'Customer Focus Group' that meets twice a year. The meeting is open to anyone who has a Lifeline installed in their home and who lives in the Taunton Deane area.

Things our staff are forbidden to do

To protect our Lifeline users and our staff there are some things our staff are not allowed to do. They are: 

Staff code of conduct

Deane Helpline team have to abide by the Code of Conduct for all staff at Taunton Deane Borough Council. We can provide this on request.

TSA code of practice

The Telecare Services Association (TSA) Code of Practice is a rigorous accreditation scheme which measures all aspects of a service provider's operation. Annual checks are made to ensure that standards are maintained and each organisations which have been awarded the Code of Practice are committed to maintaining the highest standards and this accreditation is an essential quality symbol for the industry.

Protection of vulnerable adults

Deane Helpline staff have received training on the procedures for protecting vulnerable adults. We will report any concern, allegation or suspicion of abuse to Adult Social Care without exception. If you require further details on this subject please contact us.

Data protection

Calls are recorded to gather statistical information for service development and review and to provide an accurate record of events.  All information you give us is stored and used under the requirements of the Data Protection Act 1998. This includes information that is held on computer and in manual filing systems. We will only disclose information we hold about you to others when it is in the interests of providing the full benefits of the Deane Helplines service.