Health Assured has denied allegations of breaching caller confidentiality, as reported by BBC radio programme File on 4, describing them as “categorically untrue and unfair”.
Former employees allege that corporate clients as well as counsellors attending Health Assured’s open recruitment day were allowed to listen in on confidential helpline calls without the caller’s consent. There were also claims that inexperienced employees were assisting with answering calls during backlog.
Additionally, Health Assured allegedly employed confidentiality agreements to keep former employees from discussing complaints of maltreatment. There have also been allegations that former employees were threatened with legal action due to negative online reviews.
The allegations are being investigated by the British Association for Counselling and Psychotherapy (BACP) who may take action, potentially jeopardising Health Assured’s membership status.
But Health Assured denies breaching client confidentiality, refuting BBC’s claims as untrue and unfair. It clarifies that recruitment processes are selective, involving qualified counsellors adhering to strict ethical standards and confidentiality agreements. Observations during interviews were aimed at assessing counsellor capabilities without compromising client identities or information.
It further refutes allegations that Peninsula Group staff triaged or assisted counselling calls, claiming that this violated its rules.
The company says: “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.”
This follows earlier accusations of Health Assured ignoring mental health calls and limiting therapy referrals which was report last year.