Quality framework for telephone counselling and internet-based support services

Quality Area 1: Clients

Page last updated: September 2008

Organisations will demonstrate a client-centred approach to ensure the needs and well-being of clients are the focus for their activities.

Supporting standards
Measurable examples or intended actions

Supporting standards

1.1 Organisations will aim to reduce the impact of mental health problems and mental disorders on clients and their carers (where carers are not the clients) through the provision of promotion, prevention, counselling, treatment or support services as early as practicable in the course of the problem/disorder

Exceeded / Met / Partially met / Not met

1.2 Organisations will deliver services that are non-judgmental, empathic and respectful of cultural, spiritual, ethnic, gender, age, disability, sexual orientation and socio-economic background

Exceeded / Met / Partially met / Not met

1.3 Organisations will have systems in place to ensure privacy and confidentiality of the clients is respected, unless they are deemed to be at risk of harming themselves or others or there is an ethical obligation to involved

Exceeded / Met / Partially met / Not met

1.4 Organisations will clearly document and inform clients of their rights and responsibilities as users of the service

Exceeded / Met / Partially met / Not met

1.5 Clients can expect to receive appropriate services, or be linked to appropriate services

Exceeded / Met / Partially met / Not met

Top of page1.6 Organisations will provide users with information about the key features of their service to empower them to make informed decisions, based on the information and support received

Exceeded / Met / Partially met / Not met

1.6.1 As part of the process of effective service delivery, staff will approach the needs of the client in consideration of other issues that may be impacting on the client at the time of accessing the service, and make appropriate referrals

Exceeded / Met / Partially met / Not met

This standard is:

Met / Not yet met / Not applicable

Measurable examples or intended actions

Please provide measurable examples of quality practices (qualitative/quantitative) to support the overall assessment, or describe intended actions that will contribute to the Quality principle being met.