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 centres. This guidance has been developed in line with the Health and Safety at Work etc Act 1974 and the Health and Safety Executive (HSE) policy for call centre staff. 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 support to headset users and managers.
Risk Management Notes
- To ensure that staff and managers have a better understanding in the use and potential problems of headsets.
- To provide information in how to act in the event of acoustic shock
- To provide a basis for infection control with routine cleaning of headsets
Guidance for headset use
Headsets are available with two earpieces or one – either is acceptable. Ideally staff should be given their own headset and allowed a choice as to whether theyreceive a headset with two earpieces (binaural) or one earpiece (monaural). Both types of headset are equally effective, choice comes down to personal preference. If individual headsets are not available, each call handler should be provided with their own ear pads and voice tubes (if applicable to headset).
It is the staff members’ duty to maintain the equipment and ensure it is in good working order. Old or faulty headsets can distort callers’ voices, leading to operators turning the volume up 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 noise.
MI centre staff may wear headsets for long periods of time; thereforethey should be lightweight, fully adjustable and fit comfortably. The ear piece should be positioned at the entrance to the ear canal rather than resting outside. The mouth piece should be positioned in front of the call handlers’ mouth not only so that the caller can hear clearly but also to prevent vocal feedback for both the caller and call handler.
Telephony systems should have volume control to limit noise exposure. Where background noise levels are high, noise-cancelling microphones should be available, in order to improve communications and prevent the call handler having to raise their voice. Telephony systems should also have a mute function in order to discuss confidential matters with colleagues.
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 byinterference on the line, but can be caused by other sources of noise. Although the noise may startle the call handler, it is not thought to cause hearing damage.
The SOP for Dealing with Problem Telephone Callers should be followed if the caller handler experiences piercing noises such as screaming.
Where call handlers believe they have had an incident of acoustic shock, local accident reporting systems should be followed.
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 as headsets are worn intensely. Call handlers should replace their ear cushions every 6 months, regularly wash both items in soapy water and wipe the handset cable using an alcohol wipe periodically to prevent it becoming brittle.
Guidance for those with hearing impairment
Call handlers 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
Good practice
- Issue individual headsets
- Provide a choice of headsets
- Ensure adjustable volume and mute control
- Provide adjustable headsets and maintain
- Adhere to hygiene procedures
Date of Issue: September 2010
Review Date: September 2011
Version Number: 1.0
This version adapted by:Sarah Smith(Signed)
This version approved by:(Name)(Signed)
Date:
Template Approved by: UKMi Clinical Governance Working Group