The BBC radio programme File on 4 has reported fresh allegations of poor practices at major employee assistance programme (EAP) provider Health Assured.
In interviews with the programme, former employees at the provider alleged that corporate clients had been allowed to listen in on confidential helpline calls without the knowledge or permission of the people calling.
Programme makers also heard claims that counsellors applying to work at Health Assured at an open recruitment day were allowed to listen to live helpline calls without the knowledge or permission of the callers.
Claims disputed
However, Bertrand Stern-Gillet, CEO at Health Assured, said: “Health Assured strongly disputes any suggestion that we have breached the confidentiality of our service users. We do not accept the position of the BBC reporting; it is categorically untrue and unfair to say that ‘strangers eavesdropped on confidential helpline’.
“Health Assured recruitment days are not open to all. They are for pre-screened, qualified, and certified counsellors bound by their own ethical standards in addition to Health Assured’s stringent confidentiality agreements.
“It is entirely in the best interests of our callers that our counsellors are capable of effectively supporting the types of calls we handle, so arrangements were in place for qualified British Association for Counselling and Psychotherapy (BACP) registered counsellors interviewing with Health Assured to briefly observe the variety of work.
“At no point did they have any access to information that would have identified the individuals making the call.”
Triage counselling calls
The radio programme also heard claims that staff without clinical training were asked to help answer calls when there was a backlog.
In response, Stern-Gillet said: “The claims that employees from Peninsula Group companies were instructed or authorised to triage and support counselling calls is also entirely incorrect. It is intrinsically against our process and our call routing structure would simply not permit this – any such instances could only conceivably have been received due to the incorrect number being dialled.
“We clearly communicated this to the BBC, asking for any evidence they had been given by their sources. Despite this, the BBC failed to provide any information or evidence to determine the veracity of these claims, or indeed, to enable us to investigate further. It is, therefore, incredibly frustrating that they have chosen to report something as fact, when we have told them it is categorically untrue.
“We follow all correct procedures, adhere fully to all industry standards, and have an open-door policy for any industry bodies.”
Ethical and clinical standards
The programme also reported claims that the EAP had used confidentiality agreements to stop former employees talking about allegations of unfair treatment or discrimination, as well as claims that former staff had been “threatened with legal action” unless they took down negative reviews of the provider posted online.
These latest claims follow allegations aired on the BBC radio programme in March this year that Health Assured fobbed off callers seeking mental health support and rationed therapy referrals.
The claims in March prompted an investigation into the practices of Health Assured’s counselling service by accrediting body the BACP. A spokesperson for the BACP said this investigation is ongoing.
The accrediting body reiterated comments it made following the launch of the investigation earlier this year that if evidence of unethical behaviour or poor practice is found the BACP will take appropriate action. Such action could mean conditions on the EAP’s membership or even withdrawal of their membership.
Confidentiality is crucial
The BACP spokesperson added: “It’s crucial that therapists and counselling services work ethically and to the high professional standards that we uphold and that their clients deserve. All our members commit to working to our ethical framework, of which confidentiality is a crucial part.
“Confidentiality is at the heart of counselling, the basis for a successful therapeutic relationship and it’s vital that all therapists and services respect its importance.”
Stern-Gillet said: “We have been in communication with the BACP since the first contact from the BBC earlier this year, alerting them to the claims raised and expressing our desire and willingness for them to conduct a quality assurance visit at the earliest opportunity. We are confident and keen to demonstrate that we continue to work to, and exceed, the high ethical and clinical standards required of an accredited service.
“Health Assured is committed to a process of continuous improvement and will always look for ways to improve our services and processes, as part of our commitment to excellence.
“Access to mental health care in the UK is at breaking point. Health Assured will continue to focus our attention on the ever-increasing number of individuals who need the vital lifeline offered by our industry-leading EAP services.”
