Helpline celebrates first birthday
What a difference a year makes! It hardly seems possible that 12 months have passed since ASBAH’s Helpline was launched on 1 June 2006.
Since then Helpline manager Linda Lewis and operators Annie Kilsby and Dawn Stilwell have dealt with thousands of enquiries, providing support on all aspects of spina bifida and hydrocephalus. The Helpline also provides access to medical and educational advisers and, if necessary, support at a local level.
The majority of queries – 76 per cent – are made by telephone, with 17 per cent coming in by email, and 7 per cent by letter.
“We receive a real mix of enquiries,” said Linda, “from parents and family members to health professionals and outside agencies calling on behalf of their clients.”
Many calls are of a practical nature – Where can I buy suitable clothing? or Where can I get travel insurance? - while others are more sensitive, concerning emotional and relationship issues.
To enable the Helpline to deal with queries even more efficiently, the team are compiling a Knowledge Base, listing all relevant contacts under different headings.
Linda said: “It is a very time consuming project which will evolve over the years, but will make life easier for us in the long run.” She added: “There really is no knowing what a call will be about. The practical issues are usually straightforward. We can’t always give people the answer they are looking for, but we will signpost them to someone who can help.
“When people need to talk about emotional issues, we are supportive but we can’t counsel them. Sometimes it’s just enough for us to listen to someone and that can make a big difference to their day.
“It is a challenging job, and like most helplines, sometimes we are so busy we could do with another pair of hands. But it is so rewarding. I go home at the end of the day and feel that I have made a difference to people’s lives.
ASBAH’s Helpline can be called on 0845 450 7755 Monday – to Friday at local call rates.
ASBAH service users are asked to keep their eyes peeled at hospital clinics and other places… in fact anywhere where they feel the Helpline should be advertised.
If Helpline details aren’t on show, please contact us on 0845 450 7755 and let us know. We’ll make sure information leaflets are sent out.
We know that the Helpline provides a vital service, and should be available to every individual and family affected by spina bifida and hydrocephalus.