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In two short years ASBAH’s Helpline and Information Service has established itself as the first point of contact for service users.
Since its launch on 1 June 2006 the helpline team has handled thousands of enquiries, providing support on all aspects of spina bifida and hydrocephalus to parents, carers, individuals and professionals.
If the helpline manager Linda Lewis and operators Annie Kilsby and Dawn Stilwell can’t answer the questions themselves, they provide access to medical and educational advisers or support at a local level.
“We receive a real mix of enquiries,” says Helpline Manager Linda Lewis, “from parents and family members to health professionals and outside agencies calling on behalf of their clients. Most people contact us by telephone but the number of emails has doubled since last year, probably because emails are a convenient alternative to using the telephone especially when the helpline is busy or the office is closed”.
“We have a lot of people phoning back or writing in to say thank you. It is always lovely to receive people’s feedback on our service and learn how we helped to make a difference to someone’s life.”
The helpline is currently working on promoting the service by sending out information and flyers to hospitals and libraries.
Linda said: “It’s important to keep ASBAH fresh in the minds of everyone in the spina bifida and hydrocephalus community. We have learned from our callers that some people have either forgotten or do not realise we are here to provide support at all stages of their lives, not just the times when they are faced with a crisis.
“No matter how small the query may appear the helpline is there to provide answers to your typical daily living issues such as finding suitable travel insurance or looking for particular clothing or equipment that is not usually available on the high street.
“It’s also important to remember the helpline can provide callers with access to a range of other services provided by ASBAH.
“We can arrange contact with regional advisers in most parts of the country. This is an important service providing support and information at a local level. It is particularly helpful when callers require assistance in completing their benefits forms or are looking for local social groups and events.
“Other sources of support and information can be provided by our specialist advisers who can assist you with your medical and educational enquiries.”
Danny Mills Helpline Appeal
