The "Remote Healthcare Assistance" certification: a guarantee of quality for users, recognition for the programs

A continuous improvement process focused on health prevention and support.

In this article

What is the “Remote Health Assistance” certification?

Remote health support services (phone, chat, online Q&A) are essential tools for prevention. They offer the public personalized, individualized, and free assistance—including a listening ear, support, information, advice, guidance, or counseling—at any time and in complete confidentiality.

These services address a wide range of public health issues: addictions, mental health, sexual health, youth health, environmental health, and more.

To ensure their quality and meet users’ expectations, Santé publique France has created the “Remote Healthcare Assistance” label.

The label’s criteria focus on:

  • Transparency regarding the service’s mission and operating hours
  • The accessibility of the service
  • The ethical framework and confidentiality of communications and data 
  • The quality and reliability of the responses provided to the public
  • Tools for managing the program’s operations
  • User satisfaction
  • Coordination with the national suicide prevention hotline (31 14).

Why apply?

  • It is official recognition of the quality of your program
  • Greater trust from users and partners
  • Continuous improvement through audit feedback
  • And increased visibility within the public health ecosystem

Is my program eligible for the certification? 

To be eligible for the certification, your program must meet the following criteria:

  • Offer multichannel remote support (phone, internet) in the field of preventive healthcare
  • Offer personalized human interaction
  • Be accessible during hours that meet users’ needs
  • Provide a nationwide, free service (no premium-rate number)

The following services are not eligible: 

  • 100% automated (e.g., using a chatbot without human intervention)
  • Limited to a regional area
  • That offer paid services or are accessible via a premium-rate number

Would you like to apply? Here are the steps to follow

  1. Preparation: Verify that you meet the 27 criteria in the Label Guide (PDF - 2 MB).
  2. Application: Download and submit the application package (PDF - 5 MB) to label_aide_en_sante@santepubliquefrance.fr.
    The label secretariat will verify the program’s eligibility and notify both the applicant and the evaluation agency.
  3. Evaluation: An independent organization audits your program. The organization and the applicant jointly set the evaluation date. The evaluation lasts at least 1.5 days and may vary depending on the number of counseling centers to be evaluated (see Label Guide – p. 43).
  4. Correction period: During the evaluation, if the evaluator identifies discrepancies between the requirements of a criterion and the measures implemented by the applicant, the applicant has 7 weeks to correct them and submit the information to the evaluating organization.
  5. Once the evaluation report is approved, the label is awarded to the applicant program for 4 years!

Important

  • The cost of the evaluation is borne by the applicant.
  • A thematic support committee monitors changes to the criteria and handles complaints. It consists of 7 members: representatives from institutions that fund remote healthcare assistance programs, members of associations related to public health and/or remote healthcare assistance, and a member of Santé publique France with expertise in quality management.

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