Published: 27/03/2003, Volume II3, No. 5848 Page 10

The Commission for Health Improvement has published advice on setting up rapid response helplines to deal with public inquiries when things go wrong.CHI was asked to come up with advice after its investigation into Loughborough GP Peter Green, which found systems allowed the doctor to sexually abuse his patients.The advice provides ten standards on setting up phone lines for patients, their families and members of the public.These include clarity of purpose, making the helpline accessible to the relevant population, the need for frontline staff to have appropriate knowledge and skills, and a clearly defined purpose for recording and analyzing caller information.