If you have been invited to share your story with Care Opinion over the phone, you will speak to one of our trained team members.
They will ask you to share your feedback in your own words and may use prompts if you need them. Before you begin, they will explain who Care Opinion is and what we can and cannot help with.
They will also need to ask for a small amount of personal information and your consent to add your story to the Care Opinion website.
We are committed to being polite, supportive and non-judgmental. We are not part of the health service. This means we are not able to offer support or advice about your situation. We may be able to signpost you to a relevant organisation that can help.(See contact details for organisations that can provide immediate support)
We ask that you are also polite to our team members on the phone. We understand that you may be experiencing a challenging situation, and it is okay to feel upset. However, we cannot tolerate abuse towards our staff. We support our team members when they choose to end calls that they feel are abusive.
Please do not:
- Shout at us or use offensive language.
- Threaten us or our colleagues.
- Use sexist, racist, homophobic, transphobic, sectarian or other discriminatory language.
- Make repeated threatening calls.
If this happens, your call will be ended, and you may not be allowed to call back.
If you think your call has been handled incorrectly by our team, you can contact using our contact us page.
Any complaints about a phone call with Care Opinion will be responded to by email.
This policy also applies to people calling to speak with us from health and social care services.
Thank you for being polite and respectful to our staff.