Stroke Helpline and website service standards
The Stroke Association has always recognised the importance of quality. However, the interest and demands now being placed upon the Voluntary and Community Sector as a whole to demonstrate quality is intensifying and therefore requires a more direct approach.
The Stroke Association, as part of its overall approach to quality through the introduction of the Charter Mark, Investors in People and the National Telephone Helpline Association quality improvement programmes, recognised the need to develop quality standards to demonstrate our commitment to service users.
The standards for the Stroke Helpline and website are based on existing departmental guidelines. They aim to provide a focus to our work through being measurable.
There are four standards outlining good practices in the following areas.
Standard one: access to support and information
Standard two: providing information on practical help
Standard three: empowering the views of stroke survivors
Standards four: ensuring our competence and authority to service users.
They highlight our current practices as well as our aspirations. They serve to identify the work that we do and are available for view by interested parties. The Stroke Helpline team and Communications Officer (Webmaster) will use the standards alongside relevant departmental guidelines to ensure that good practice is upheld.
