Employee assistance programme (EAP) provider Health Assured has denied claims in a BBC investigation that it has breached the confidentiality of its users by allowing corporate clients to eavesdrop on calls.
The BBC File on 4 programme investigation alleges the EAP provider let corporate clients listen in to confidential helpline calls without the knowledge or permission of callers.
In response, Health Assured CEO Bertrand Stern-Gillet called the claims ‘categorically untrue’ and ‘unfair’.
The BBC further alleged counsellors who worked at Health Assured told it the practice was ‘highly inappropriate’ and ‘unethical’. Lawyers said the practice risked breaching privacy and data protection laws.
The investigation also raised concerns about recruitment days hosted by the provider which advertised that candidates for counsellor positions were allowed to listen to live calls, and that during peak times calls were directed to other departments of parent company Peninsula Group.
This is the second time concerns have been raised this year, as Health & Protection reported in March the British Association for Counselling and Psychotherapy (BACP) was investigating claims from a BBC investigation that Health Assured had behaved in an unethical way.
The company also refuted all these allegations.
BACP investigation
Meanwhile, the BACP said it is continuing to investigate the original claims against Health Assured.
A BACP spokesperson told Health & Protection: “Our accredited services team are currently investigating claims relating to Health Assured.
“As this investigation is ongoing, we can’t comment on it any further.
“If there’s found to have been unethical behaviour or poor practice at any BACP accredited service, we’ll take appropriate action.
“This could result in conditions on their membership or even withdrawal of their membership.
“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.”
‘Untrue and unfair’
Responding to the latest allegations, Stern-Gillet said Health Assured “strongly disputes” any suggestion the company has breached the confidentiality of its service users.
“We do not accept the position of the BBC reporting; it is categorically untrue and unfair to say that strangers eavesdropped on a confidential helpline,” it said.
“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 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.
“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.
Stern-Gillet added that the organisation followed all correct procedures, adhered fully to all industry standards, and has an open-door policy for any industry bodies.
“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,“ he continued.
“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.”