Supporting employees with everyday concerns
“The helpline provides all sorts of support, really. Callers can talk to us about anything. So, any concern that they have - for example, if they’re worried about speaking to a doctor, if they’ve had a recent diagnosis, or if they’re worried about how they’re feeling, we’ll chat through it with them and provide support based around their need.”
What are the main concerns affecting callers?
“Many of the calls we receive are principally around musculoskeletal issues - muscle, bone and joint conditions or problems, in particular back pain and knees. Mental health issues are also a key concern as well. We also receive questions around childhood illness and young person mental health. These are perhaps the top three types of enquiries we’re receiving at this time.”
And longer-term illnesses?
“We also support many of our callers with enquiries around the management of long-term conditions. For example, with conditions such as Parkinson’s and MS, that could be considered chronic and no longer supported under their private medical scheme (dependent on the employee’s company scheme benefits), we’ll bridge the gap between private healthcare and the NHS. We can provide them with information about their condition, signpost to recognised charities, and organisations such Parkinson’s UK and MS Society that can provide additional support, whether that’s support groups or daily living aids.
We can also refer to one of our pharmacists to talk a caller through their medication, helping them get to grips with scheduling and what each drug does.
We also provide guidance about how the NHS can help. We’ll signpost callers to the most appropriate help based on their particular need."