FAQ
FREQUENTLY ASKED QUESTIONS
Everything you need to know about SMRHELP
GENERAL QUESTIONS
WHEN CAN I CALL THE HELPLINE? 24/7 ?
Do I need to reveal my name and other personal details? No. We respect our clients’ privacy and understand why some may be unwilling to reveal their personal details. All we require is your gender and age for data collection. Any additional information you wish to provide us will be kept strictly confidential. Your counsellor will not even reveal your personal details to other colleagues unless absolutely necessary for your wellbeing.
I FEEL I NEED MORE SESSIONS BUT I WANT THE SAME COUNSELLOR. IS THAT POSSIBLE ?
Yes. We strongly believe in developing therapist-client relationships and do our best to accommodate any follow-up sessions. Just speak to your counsellor about arranging follow-up and they will work with you to develop a further plan of action.
I AM UNDER 18, WILL YOU SPEAK TO MY PARENTS ?
We treat all fully competent under 18 year olds as adults. We only involve parents and legal guardians where we feel there may be a benefit to your health. Your therapist will discuss your options and work with you to make the process easier.
I HAVE A COMPLAINT TO MAKE. WHO SHOULD I CONTACT?
We take all complaints very seriously and all volunteers with ongoing investigations are prohibited from providing any kind of services for Umang. We aim to resolve all complaints within 28 days. Please fill in the Contact Us section and one of our team members will respond to your query within 3 working days.
I DON’T WANT TO TALK ON THE PHONE. DO YOU PROVIDE COUNSELLING VIA TEXT?
Yes. We provide counseling over text in exceptional cases. Our counselors will assess your case and determine how effective this would be. We encourage everyone who needs to talk to reach out to us regardless of the medium used.
I DO NOT WANT A COUNSELLOR OF THE OPPOSITE SEX. IS THAT POSSIBLE?
Depends. We try to accommodate all such requests. Umang want to make it easy and comfortable for you to access counselling. This may be difficult in an emergency situation but we will always try our best to provide the service you want.
I CANNOT SPEAK ENGLISH CAN I SPEAK TO A COUNSELLOR WHO CAN COMMUNICATE IN MY LANGUAGE ?
Yes. That can be arranged depending on the availability of the relevant counselor.
DO I HAVE TO BE DIAGNOSED BY ANOTHER DOCTOR /HEALTHCARE PROFESSIONAL IN ORDER TO GET IN TOUCH WITH SMRHELP ?
No. You do not have to be diagnosed by other healthcare professionals. SMRHELP is equipped with its own doctors/mental healthcare professionals. Depending on the case, the diagnosis can be done by these professionals.
I DO NOT WANT MY DETAILS OF MY CASE BEING SHARED WITH MY FAMILY OR ANY THIRD PARTY. CAN UMANG KEEP MY CASE CONFIDENTIAL AND PRIVATE?
SMRHELP takes it’s clients’ privacy and confidentiality very seriously. We will not disclose any personal information to any third party without the client’s consent.
ABOUT SMR
SMR formed in October 2021 and have a highly qualified and experienced team on board.All our counsellors are regulated and monitored by senior certified psychologists with over 10 years of experience amongst them.
SMR is a project of ZI Foundation.
SMR MENTAL HEALTH HELPLINE
Charity Number 1200400
DISCLAIMER
SMR is strictly an online suicide preventive and counselling service providing immediate access to clinical psychologists/therapists/counsellors in most cases. SMR does not deal with actively suicidal cases(If someone is in the process actively committing Suicide). Our psychologists and management are exempt from any responsibility in cases of any such actively committed suicide case if helpline is contacted. Calling 999 or contacting a nearby emergency service should be done in extreme cases.
SMR does not claim to be a substitute for medical treatment; appropriate specialist advice should be sought in such severe cases.
CONTACT SMR
Address: 77 Lincoln Rd,
Peterborough
PE1 2SH
United Kingdom
Open: 10AM – 8PM