Supporting customers to disclose a mental health problem
In collaboration with the Money and Mental Health Policy Institute, we’ve published new practical guides to help firms support customers in disclosing a mental health problem
Many people experiencing a mental health problem find it difficult to disclose their condition to an essential services provider, such as a bank or energy company.
Co-authored by our Vulnerability Lead Consultant, Chris Fitch and in collaboration with the Money and Mental Health Policy Institute, we’ve published new practical guides to help essential services firms support more people with mental health problems to disclose their condition.
Guide One: Disclosure environments
The first guide in our series outlines the fundamentals of disclosure, explaining how firms can encourage and support people to disclose a mental health problem.
Guide Two: Disclosure experiences
The second guide is about responding effectively to disclosure. It describes what makes for a ‘successful disclosure’ for both the customer and firm.
Guide Three: Recording disclosure
This guide covers how disclosures can be processed into data to help consumers. It also considers the balance between firms wanting to record data to protect consumers from future harm, against consumers’ controlling what is recorded about them
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