Glaucoma UK’s Helpline has been awarded the Helplines Standards accreditation recognising the charity’s commitment to providing an “effective, high-quality service.”
Awarded by the Helplines Partnership, the standard is a nationally recognised benchmark for organisations delivering helpline services, recognising best practice and underpinned by governance, training and continuous improvement.
Glaucoma UK’s Helpline provides confidential information, emotional support, and reassurance to people with glaucoma, their families and carers, and is also used by health care professionals seeking signposting to support for patients.
Shelley Shocolinsky Dwyer, helpline manager at Glaucoma UK, commented: “Our Helpline is often a first point of contact for people who are newly diagnosed, worried about symptoms, or struggling to navigate treatment and care. Achieving the Helplines Standard provides assurance that the support we offer is high quality, evidence informed and delivered with care and compassion.”
As part of the accreditation process, Glaucoma UK’s Helpline underwent an independent assessment examining how the service is designed, delivered and managed.
This included the quality of information provided, safeguarding processes, and how the service responds to the needs of people seeking support.
The assessment concluded that the “commitment to delivering an effective, high-quality service was strongly evident,” highlighting the professionalism, expertise, and passion of the team for providing accurate and compassionate support.
The Helplines Partnership also commended the charity’s focus on review and improvement.
Joanne Creighton, chief executive at Glaucoma UK, said: “The Helpline plays a vital role alongside clinical services, helping people feel informed, reassured and supported at times of uncertainty. This accreditation is a significant achievement and reflects the expertise, dedication, and professionalism of our Helpline team.”
Glaucoma UK encouraged health care professionals to signpost patients and carers to the Helpline as part of holistic glaucoma care, complementing clinical care.