Ukmi Good Practice Guidance

UKMi Good Practice Guidance

Use of headsets within UKMi Centres

Background

UKMi acknowledges that the use of a headset is becoming common place within medicines information (MI) centres. This document has been developed with information from publications relating to call centre working (1-3). A survey carried out by HSE indicated the risk of hearing damage from a headset is extremely low. There may be occasional short periods of high noise levels but this daily noise exposure is unlikely to exceed the 80 dB (A) minimum exposure action value defined by the Control of Noise at Work Regulations 2005.

Objective/aim of guidance

To provide practical guidance for MI pharmacists/technicians using headsets and their managers.

Risk Management Notes

1. To ensure that pharmacists/technicians and managers have a better understanding in the use and potential problems of headsets.
2. To provide information on how to act in the event of acoustic shock.
3. To provide advice about headset hygiene.

Guidance for headset use

Headsets are available with two earpieces or one – either is acceptable. Both types of headset are equally effective, choice comes down to personal preference. People who use headsets all day (as in a call centre) should be given their own headset and allowed a choice as to whether they receive a headset with two earpieces (binaural) or one earpiece (monaural). If individual headsets are not available, each member of staff should be provided with their own ear pads and voice tubes (if applicable to headset).

In reality in hospitals, pharmacists do not sit in MI all day with a headset on. Whether an MI centre has a stock of headsets or individual ear pads and voice tubes will be dependent on financial controls.

Headsets purchased for use in MI should be lightweight and fully adjustable so they can fit comfortably. The ear piece should be positioned at the entrance to the ear canal. The mouth piece should be positioned in front of the pharmacists/technicians mouth so that the caller can hear clearly and also to prevent vocal feedback for both the caller and pharmacist/technician.

It is the MI pharmacists’/technicians duty to maintain the equipment they use and ensure it is in good working order. Old or faulty headsets can distort callers’ voices, leading to pharmacists/technicians turning the volume up on the telephone in order to hear. This may expose the caller to high levels of noise resulting in them having to raise their voices to be heard over the noise.

The headsets should be checked regularly to ensure they are in good working order. If not, they should be repaired or replaced immediately.

Telephony systems should have volume control to limit noise exposure. Where background noise levels are high, noise-cancelling microphones are available in order to improve communications and prevent the pharmacist/technician having to raise their voice. Telephony systems should also have a mute function in order to discuss confidential matters with colleagues.

Guidance for headset hygiene

Headsets should be checked regularly and repaired or replaced immediately if necessary. There is a possible risk of ear irritation and infection if headsets are worn continuously.

If headsets are worn constantly all day, ear cushions should be replaced every 6 months. Wash ear pieces and voice tubes in soapy water or with an alcohol wipe periodically.

Guidance for Acoustic Shock

Acoustic shock is defined as an incident involving exposure to short duration, high frequency, high intensity sound through the headset. It is usually caused by interference on the line, but can be caused by other sources of noise. Although the noise may startle the pharmacist/technician, it is not thought to cause hearing damage.

The SOP for Dealing with Problem Telephone Callers should be followed if the pharmacist/ technician experiences piercing noises such as screaming.

Where pharmacists/technicians believe they have had an incident of acoustic shock, local accident reporting systems should be followed.

Guidance for those with hearing impairment

Pharmacists/technicians with hearing impairment or those who have difficulty hearing callers using the headset should inform their line manager in order to identify alternative solutions such as referral to occupational health or improvements to the telephony system.

References

1. Unite the Union. Health and safety in call centres. 2011.
2. HSE. Example risk assessment for a call centre, 2008. http://www.hse.gov.uk/risk/casestudies/pdf/callcentre.pdf
3. Local Authority Circular 94/2, 2006. Advice regarding call centre working practices.

Written by Katie Smith, East Anglia Medicines Information Service, November 2016 based on previous work by Sarah Smith, Sept 2010

Review Date: November 2020

Version Number: 2.0