RESEARCH ETHICS POLICY

Transcription

1 RESEARCH ETHICS POLICY ODSc agreed document August 09 Date approved at Board of Trustees October 09 Board of Trustees Number BOT091005e Date Policy/Procedure to be implemented October 09 Date to be reviewed October 2014 Country UK & ROI Ref: D&E 1 of 18 Filename:

2 Ref: D&E 2 of 18 Filename: This policy applies to all Samaritans staff, branches and volunteers who are involved in commissioning or conducting research and evaluation projects on behalf of Samaritans. Samaritans attaches considerable importance to the maintenance of high ethical standards and best practice in all research and evaluation work conducted by Samaritans staff, branches and volunteers, or on behalf of the organisation by external research agencies and consultants. For this reason, any work which involves contacting vulnerable people, current or past callers, volunteers and members of the general public requires due consideration with regard to ethical best practice and data protection legislation. 1. Application of the policy: 1.1. Research and evaluation work carried out on behalf of Samaritans by external research agencies, such as research organisations, universities, and consultants that involves contacting and collating information from vulnerable people, current or past callers, volunteers and members of the general public Research and evaluation work carried out internally by Samaritans staff, branches and volunteers that involves contacting and collating information from vulnerable people, current or past callers, volunteers and members of the general public to use in external publications and audiences Branches must inform the Evaluation Manager at General Office of any internal and external research projects being developed, commissioned or currently in progress, and follow any advice and support recommended Exceptions to this policy apply to internal research projects carried out by staff, branches and volunteers, which must still adhere to Samaritans Confidentiality Policy. These include: Audit activity such as branch data collection and statistics, and thematic surveys of contacts Local based projects carried out by branches and volunteers for developmental and training purposes only and where the information will not be used for external purposes or disseminated externally. 2. Ensuring the well-being of participants 2.1. The physical, social and psychological well-being of participants must not be adversely affected by participating in research and evaluation projects All participants must be able to understand any information provided to enable them to make an informed choice as to whether to participate. Participants must be emotionally robust, and examples are:

3 The participant must not be at risk of being adversely affected by participating in the research and telling their story. Participants must be able to reflect on their experiences and tell their story without this resulting in significant distress The motivations of participants for taking part in the research are to tell their story and contribute to the research process, and not to use the research process in a therapeutic way. Therefore it is advisable that participants are not experiencing crisis at the time of participation Participants must be aware of the levels of confidentiality and anonymity related to the project. For example, if a participant agrees to be a media case study, they must be aware of what that means in practice and the wider implications of being in the media, such as a reduction in privacy and possible implications such as stigma. 3. Participants consent 3.1. Participants must be fully informed about the project before deciding to take part. The information should be written and presented in an accessible manner, enabling participants to be fully aware of what is expected of them, the amount of time they will have to commit and any potential negative or distressing outcomes Participants must be aware that it is their choice to take part, and do not feel pressured to participate Participants must be aware that they can withdraw at any stage, without needing to give a reason Participants must provide written consent that they will take part in the research. Parents/carers of participants aged under 16 years should be fully informed and provide written consent for their child to take part. Individual written consent of the young person is also required. Exceptions may arise where for example a school may act as loco parentis and provide written permission for all pupils to participate. 4. Confidentiality and anonymity 4.1. Participants must be fully informed about the level of confidentiality and anonymity possible for the project. A full explanation of what this means in practice should be given Confidential information can only be passed on to relevant parties if required or justified by law. Ref: D&E 3 of 18 Filename:

4 5. Use and dissemination of information 5.1. Participants must be fully informed how the information they provide will be used, e.g. publications, training events Participants will be informed about the feedback they will receive. All participants who request feedback must receive it Participants will be informed about the complaints process and provided with the necessary details Publications from the project must maintain the confidentiality and anonymity of all participants with the exception of where participants have granted permission for their identity to be disclosed Acknowledgement to those involved in the project can be given as appropriate, e.g. external research agencies, staff and volunteers, and agreement is required before printing. Any academic papers or publications used to inform the project must be suitably referenced Information disseminated must not be false or misleading. For example, branches must not publish information from local based projects as being representative of Samaritans as a whole, but only as representative of the project itself. 6. Storage of information Information provided by participants will be stored in password-protected files, and only accessible to designated researchers. All hardcopy materials containing personal or sensitive information must be secured in a locked cabinet. Only information that is relevant to the purposes of the project, or as is required by law, should be collected. Evidence, data, findings or conclusions from the project must never be fabricated, falsified or misrepresented Researchers should act in such a way that they do not jeopardize future research, the public standing of the field or Samaritans, or the publication of results Information should only be kept for as long as they are of benefit to the project, or in the interest of participants. As soon as records are no longer required, they should be rendered anonymous and/or appropriately destroyed. Ref: D&E 4 of 18 Filename:

5 7. Implications of disclosure of serious harm 7.1. Research carried out for internal purposes only (see section 1) will not disclose serious harm and will adhere to Samaritans confidentiality policy Research carried out by external researchers and agencies on behalf of Samaritans may adhere to policies that specify that a disclosure of risk to serious harm must be passed on and not remain confidential. Samaritans will consider the policies of external research agencies and agree a joint approach for each project. This may result in a breach of Samaritans confidentiality policy, and where this happens, all participants will be fully informed in advance. This approach is not in line with Samaritans Confidentiality Policy as research is not considered to be a process of emotional support Participants must be informed that if they disclose that they or someone else is at risk of serious harm this information will not remain confidential. A definition of what serious harm means must also be provided to the participant Where a disclosure of serious harm is made by a participant, the researcher must inform the participant what they are going to do, and what the next steps may be If a participant discloses that they (or someone else) are at risk of serious harm the researcher must inform their manager Participants must receive information about appropriate support organisations, especially where the researcher is concerned about their wellbeing. 8. Expenses 8.1. Participants should receive reimbursement for reasonable expenses incurred during the course of a research or evaluation project, e.g. travel expenses A decision to provide payments for participation will depend on funds available and will be the decision of the project lead Researchers, staff at General Office or branches and volunteers involved in projects must not accept any gifts as this can undermine impartiality. Ref: D&E 5 of 18 Filename:

6 9. Complaints 9.1. Complaints from research participants or members of the public should be referred to the Evaluation Manager at General Office. However, when the Evaluation Manager is directly involved, the complaint should be referred to the Head of Development and Evaluation Complaints by funders should be directed in the first instance to the Director of Fundraising and Communication at General Office Details of the complainant and the complaint will be recorded and a case-bycase response made. Additional information may be sought from General Office staff to clarify the most appropriate response. Ref: D&E 6 of 18 Filename:

7 RESEARCH ETHICS POLICY: GUIDELINES 1. Introduction Since the 1996 research policy was introduced the level of research being carried out by Samaritans has increased and so the policy has been updated and amended to reflect this. These are the guidelines to support the revised policy. Samaritans is involved in research at many different levels. Research activities and projects range from small internal surveys to inform project development, to large-scale collaborations with external researchers to explore the impact of the organisational approach to emotional support. Research enables the organisation to develop its services, and to contribute to knowledge in the wider sector, especially in relation to suicide and emotional health. It also enables the charity to provide evidence of the benefits of Samaritans to callers, and thus the impact our support services have on those who use them. Research activity is distinct from audit activity. Audit activity involves collecting and analysing of data for the purpose of service monitoring and improvement. Such data would measure overall service activity numbers rather than developing knowledge about individual contacts or callers. Audit results can be published externally, such as in Samaritans Annual Report or Statistical Return. An audit should not be published if there is any potential for individuals to be identified from the data. For example, if a Samaritans branch analyses the existing data collected on its caller contact sheets in order to gather information for training purposes, this is not research but audit. If, however, the branch is considering publishing any of the trends they find in this data, or wants to proactively ask callers for new information, then this would be considered research. If in doubt branches should contact the Evaluation Manager at Samaritans General Office. Samaritans can be involved in research at both an internal and external level. Internal research Used to answer a specific question related to organisational service development or service provision Not for publication to inform internal development only Thematic surveys and data collection carried out by branches and GO staff, or those involved branches and volunteers as participants External research Exploratory and increasing knowledge. Will also answers questions and inform organisational learning and development To inform internal development and external publications and dissemination activities Commissioned surveys with organisations such as MORI, and research projects recruiting Samaritan branches and volunteers as a representative sample of the charity Ref: D&E 7 of 18 Filename:

8 Evaluations of developmental projects and processes carried out by volunteers and GO staff Support from the Evaluation Manager at GO to provide support on process and use of data Not requiring additional funding To adhere to the principles of the Research Ethics Policy 2009 Commissioned long-term research projects with academics or research organisation To be approved by Trustees (Samaritans) and ethics committee (research organisation) Requires external funding To adhere to the 2009 All external research is required to be carried out in adherence to the Research Ethics Policy. External research organisations and academics will also have research ethics policies they must adhere to within their own organisation. Before commissioning research it is essential that all parties review their research ethics polices and agree the ethical approach to the research. However, the adherence of internal research with the research ethics policy will depend on the aim, approach, and process of the research carried out. For example, an evaluation of a scheme for internal use only will not have to adhere to this policy in the same way as a branch carrying out a local piece of research with the general public. The annual and quarterly collation of branch statistics though for internal purposes is published externally, though callers are not directly involved in the data collection process. Planning and Carrying out Research This policy applies to all Samaritans staff, branches and volunteers who are involved in commissioning or conducting research and evaluation projects on behalf of Samaritans. It is recommended that internal and external research projects are developed within a set criteria: 1. All research projects are communicated to and discussed with the Evaluation Manager at General Office before any agreement to undertake the research is made. 2. All branches and volunteers wanting to carry out research as a representative of Samaritans must be skilled and able to undertake research appropriately. 3. Research projects must be planned and co-ordinated. This will ensure that good practice is maintained and research results are reliable and applicable. 4. All research projects must be put to the Evaluation Manager in the form of a research proposal detailing the background, research questions, objectives, methods, timescale, resource implications and dissemination activities. 5. All research proposals shall be considered on an individual basis, dependent on it s aim, approach and dissemination plans. 6. All research projects must be monitored by the Evaluation Manager at General Office to ensure the projects are being carried out as proposed and agreed. Ref: D&E 8 of 18 Filename:

9 7. Access to caller records and log sheets should only be granted to external research organisations commissioned to carry out research for the charity, and with permission from the caller. 8. All external research organisations commissioned to carry out research for the charity must adhere to Samaritans confidentiality policy. The organisational approach to internal and external research must be consistent and take into account the areas listed in this policy where applicable. This policy will inform ethical judgements and decisions as to how research and evaluation work is structured and carried out to maintain the privacy, rights and dignity of all involved. 2. Participants in Research and Evaluation Work A range of people are involved in Samaritan s research and evaluation work, including members of the public, volunteers, staff from a variety of organisations, and vulnerable groups. Those responsible for research and evaluation need to think through the ethical issues involved, to ensure that the physical, social and psychological well-being of participants are not adversely affected by participating in research and evaluation. All researchers should ask themselves a number of key questions when embarking on a new research project. These include: Is the research needed? Does the information exist elsewhere already? What are the possible risks and costs to participants, in terms of time, inconvenience, distress, or intrusions on privacy? Are we sensitive to and knowledgeable about individual differences and vulnerabilities to discern what will benefit and what will not harm those persons? How will participants be made to feel comfortable to share their experiences with the researcher? How will a relationship of trust be established? How will the project deal with participants who become distressed, who wish to withdraw from the project, or who disclose certain facts? What issues are raised by informed consent and payment? What additional information or advice is needed? Are we sensitive to the needs, current issues, and problems of society when determining research questions to be asked, services to be developed, information to be collected, or the interpretation of research findings? Have diversity and inclusion issues been considered and addressed? Are the findings of the research published in formats that are accessible to all social groups, where appropriate? Ref: D&E 9 of 18 Filename:

10 3. Informed Consent Within research and evaluation, a process of informed consent is required for all activities that involve contact between any member of General Office staff and/or volunteers, callers, and members of the public. This means that participants are able to decide whether or not to take part in the research and/or evaluation, having been made aware of exactly what is expected of them. Participants need to be informed about the amount of time they will have to commit and any potential negative or distressing outcomes as a result of their participation. Researchers must make clear to all participants that it is their choice as to whether or not to participate in research, and work to ensure that individuals do not feel pressured to participate. Researchers need to recognise and uphold the rights of those who may not fully comprehend the aims or methods of a piece of research, and who might feel intimidated by the research process. Gaining informed consent must also include ensuring that participants realise that they can withdraw from the research at any stage, without needing to give a reason. Where the participant is aged under 16, it is required that the parent/carer of the young person is informed about the research, and provides consent for the young person to participate. However, there are exceptions, for example if research is being carried out within a school, the school itself can make a decision about whether their pupils can participate in research, and can act in loco parentis in this respect. However, this does not replace the need to secure the individual consent of each young person involved through age-appropriate means, and should not prevent all parents/carers of the young people being informed of the research. In all research and evaluation that involves children and young people, it is important to adhere to the UN Convention on the Rights of the Child, which provides for children s right to express their views on all matters that affect them including being facilitated to give informed consent (Article 12). Samaritans Children s Policy is also currently being reviewed and developed and this may affect how children and young people are involved in any research and evaluation work. Informed consent is an ongoing process. This is especially relevant when dealing with service-users with memory problems, or any learning difficulty. For this reason, and given that the accurate recall of information presents particular challenges for some service-user groups, ongoing provision of accurate, easily understandable information is essential. Also, for projects involving vulnerable populations and/or individuals who may need ongoing support, it is important to seek, where appropriate, independent and adequate ethical advice if the work is being conducted across nations, and where more than one legal framework surrounding data protection etc. may apply. While it might seem that these processes to gain informed consent could reduce the number of people willing to participate, it safeguards the charity ethically and ensures that Ref: D&E 10 of 18 Filename:

11 those people who agree to participate have clear expectations on what taking part in research and evaluation will involve. A participant consent form can be found at the end of this document. 4. Confidentiality and Anonymity Those who agree to participate in research and evaluation projects must be informed about the level of confidentiality and anonymity possible for the project. A full explanation of what this means in practice should be given. Confidential information can only be passed on to relevant parties if required or justified by law. Participants must be informed of the limits of confidentiality when appropriate. For example for a participant involved in a case study, participation could remove confidentiality and anonymity if they were involved in a media event. The making of audio, video or photographic records of service-users or research participants will also remove confidentiality and anonymity, requiring all participants to provide informed consent in relation to the making of the material and how it will be accessed and used. Also, it is important to clarify within group work (e.g. focus groups with staff, families, staff or volunteers) where information is shared that it must remain confidential within that group and must not be shared with any third party outside of the group. It is also essential to inform group participants who will attend, e.g. staff and third parties. Participants must be told as early on as possible that confidentiality may be reduced if they disclose that they or someone else is at risk of serious harm. Where this happens the researcher has a duty to inform their manager (see 7 Disclosure). 5. Use and Dissemination of Information Participants must be informed at the beginning of the research how the information will be used, for example as statistical information, individual quotes, or case studies. They should also be told in what format the information will be reported, for example as books, articles, and in conference presentations. In all such work, it is important to stress the level of confidentiality and anonymity for the project. Also, the researcher: Should only collect information that is relevant to the purposes of the named research and/or evaluation, or as is required by law. Should never fabricate, falsify or misrepresent any evidence, data, findings or conclusions from the research project. Ref: D&E 11 of 18 Filename:

12 Sufficient detail so that they may be read and understood by any individual who will access their work and so as to allow other researchers to replicate their work in another setting. Should aim to act in such a way that their actions do not jeopardize future research, the public standing of the field or Samaritans, or the publication of results. Should only keep information for as long as they are of benefit to the research project, or in the interest of participants. As soon as records are no longer required, they should be rendered anonymous and/or appropriately destroyed. People who participate in Samaritan s research and evaluation projects should, wherever possible, be given feedback about the results of the research. The participants should be told about the nature of the feedback they will receive at the beginning of the project. At times it may be more appropriate to feedback to organisations rather than individuals, but it is the researcher s responsibility to ensure that all those who participated receive feedback if they want it. Acknowledgement to any persons for contributions to the research can be made, for example social scientists and/or those with research skills involved in the generation of ideas, fieldwork, analysis of results, and report writing. Any academic research papers and publications that inform the project must also be suitably referenced. All contributors must be fully informed of and agree to acknowledgements before printing. Participants should also know that, in accordance with the Data Protection Act (1998), they have a right to see any information that Samaritan s holds in relation to them. 6. Data Protection Under the Data Protection Act (1998), any person or organisation processing personal information must comply with seven principles of good information handling. These state that the data must be; 1. fairly and lawfully processed 2. processed for limited purposes 3. adequate and up to date 4. not kept for longer than is necessary 5. processed in accordance with the individual s rights 6. secure 7. not transferred to countries outside of the European Economic Area, unless there is adequate protection In order to meet these data protection requirements, strict adherence to the ethical guidelines on informed consent and professional practice should be adhered to. In addition, all information pertaining to clients etc. should be kept on password-protected files, in a format only accessible to those identified as requiring essential access to the information. This precludes, for example, non-secure files being held on the general server accessible to Ref: D&E 12 of 18 Filename:

13 an entire department etc. only some of whom may have need to access the information. All hardcopy materials containing personal or sensitive information must be secured in a locked cabinet etc. Where research and evaluation is not carried out within high standards and strict ethical guidelines, there can be serious implications for Samaritans. Information that is disseminated to external audiences that may be detrimental to the organisation or misleading, can negatively affect the public image of the charity. For example, claims from a small local research project carried out by Samaritans cannot be used to be representative of the charity as a whole. Also, local research and dissemination activities may be picked up and reported nationally. In all instances where a research or evaluation project is being designed or undertaken, dissemination of findings and implications for Samaritans must be considered. 7. Disclosure During the course of a research project, if someone discloses that they (or someone else) are at risk of serious harm, then the researcher has an obligation to inform another professional who can provide support to the individual. Serious harm can refer to areas such as being at risk of, or experiencing physical, sexual, mental or emotional abuse, or poor emotional and mental well-being. However, in research projects that are exploring the experiences of vulnerable groups serious harm can be hard to define and apply in practice. Therefore serious harm needs to be defined by the research team, and an approach for researchers to respond to such disclosures agreed. This must also be made explicitly clear to participants so that they are aware of the possible consequences of any disclosures they make. Where a disclosure of serious harm is made by a participant, the researcher must inform their manager immediately, in order to agree the most appropriate action. The researcher should inform the participant what they are going to do, and what the next steps may be. There may be times when a research participant is not considered at risk of immediate harm, but the researcher is concerned about their well-being. In such circumstances, the researcher should ensure that the participant receives information about organisations that can provide appropriate support. 8. Expenses and Payments All participants should receive reimbursement for reasonable expenses incurred during the course of a research project, such as travel expenses. Samaritan s has no fixed views on whether participants should receive a payment for participating in research. Where this is offered, it should ideally be in the form of a voucher. However, this decision must be made on an individual project basis due to available funds. There may also be practicalities involved, such as the large numbers of young people involved in school-based research Ref: D&E 13 of 18 Filename:

14 in these circumstances it may be appropriate to provide an organisational thank-you, such as providing materials for the school library. Ideally, payment should only be offered to participants after they have agreed to take part, and should not be offered to motivate individuals or groups to participate. Also, researchers or General Office staff involved in research and evaluation must not accept significant gifts as this can undermine impartiality. 9. Complaints Process Complaints may arise as a result of research processes on a number of fronts and should be referred to the appropriate member of staff at Samaritans General Office; Complaints from research participants or members of the general public should be referred to the Evaluation Manager. However, when the Evaluation Manager is directly involved in and the lead on the research and evaluation project, the complaint should be referred to the Head of Development and Evaluation. Details of the complainant and the complaint will be recorded at this point and a case-by-case response made. Additional information may be sought from General Office staff also involved in the research process to clarify the most appropriate response to any complaints of this nature. In the case of complaints by funders it is important to note that a clear and agreed Service Level Agreement at the commencement of the research process will usually prevent such cases arising. In the event that funders wish to make a complaint, they should be directed in the first instance to the Director of Fundraising and Communications. 10. Organisational Matters As an organisation committed to research and evaluation, Samaritans is responsible for maintaining the highest ethical standards. The organisation therefore is committed to best practice to ensure that this is achieved. These include: All Samaritans research applications and projects are considered by the Development and Evaluation Team at Samaritans General Office to ensure they adhere to this policy and will not put the Central Charity at any risk. Samaritans branches must ensure that any external research and evaluation work they commission is carried out ethically and adheres to this policy. They are also advised to seek support from the Evaluation Manager at General Office for support in research and evaluation work. Ref: D&E 14 of 18 Filename:

15 Samaritans branches are committed to carrying out internal research and evaluation work for internal purposes only ethically and in adherence to Samaritans Confidentiality Policy. Samaritans is committed to employing qualified and competent researchers. All its researchers must receive regular line management to ensure that all ethical issues raised are discussed and addressed. All Samaritans researchers are subject to checks by the Criminal Records Bureau. Samaritans is committed to ensuring the personal safety of researchers. It will encourage the use of mobile phones and identity cards, and the use of a monitoring system for checking researcher whereabouts and activities. In the case of research and evaluation commissioned to external agencies (including research institutes, universities and market research companies) a full copy of the ethics policy must be issued to the organisation acting on behalf of Samaritans, prior to the commencement of work, to ensure that policy and guidelines are adhered to. External agencies must also have their own ethics policy and these should be reviewed by Samaritans prior to contract. A contract covering ownership of information, copyright and citation privileges, access to data and publication needs are required along with a service level agreement prior to the commencement of work conducted by any external agency in this regard. The service level agreement is supplied at the end of this guidance. Adherence to this ethics policy will be required as a key component of the standard service level agreement between parties. Samaritans is committed to following the ethical procedures and requirements of other bodies that collaborate with or are involved in research with the charity. Samaritans will carry out a yearly review of this policy. Definitions used in this policy Research: External research carried out within research agencies such as universities is primarily carried out by social scientists in order to describe, explore and understand social life. Broadly research can be carried out using a quantitative or qualitative approach, or a combination of both. Quantitative methods aim to quantify information and collect data, using methods such as questionnaires, surveys, and secondary analysis of data. In comparison, qualitative methods explore personal experience and aim to understand the meaning behind experience, and use methods such as focus groups, individual interviews, participant observation, and the development of case studies. Ref: D&E 15 of 18 Filename:

16 Evaluation: Evaluation refers to the monitoring and gathering of information to make judgments about a particular project or service, and using that information to inform development and enable change. Like research, data can be collected through quantitative and qualitative methods. However, unlike research, the aim of an evaluation is to determine the value of something and take action according to the evaluation findings. Evaluation findings are used and put back into learning, development and practice. Researcher: Any person carrying out research or evaluation with or on behalf of Samaritans. This could mean external social researchers commissioned by the Central Charity or volunteers in Samaritans branches. However, in most instances, the term researcher will apply to social scientists who are commissioned to conduct research or evaluation projects with or on behalf of the charity. Research Skills: In order to carry out quality research within a strict ethical framework, a number of skills are needed. These include project design, planning and monitoring, designing and using qualitative and quantitative methods, data analysis, writing reports and publications, and designing and carrying out a dissemination plan. Therefore, anyone who does not have these skills and wants to undertake research with or on behalf of Samaritans is advised to contact the Evaluation Manager at General Office. There are important reasons as to why advice should be sought before beginning a research or evaluation project and these are: 1. To ensure that the project is designed and carried out appropriately. 2. To ensure that the project is carried out ethically. 3. To ensure that the participants are treated ethically and data is protected. 4. To ensure the safety of the researchers. 5. To ensure that the information generated is used appropriately. 6. To ensure that the project findings are not manipulated or used to make false claims. Ref: D&E 16 of 18 Filename:

17 RESEARCH PARTICIPANT CONSENT FORM APPENDIX 2 Before you provide consent to take part in this research, please confirm that you have read, fully understand and agree to points 1-11 below by writing your initials next to each point. 1. I have been fully informed on the procedures and processes of how Samaritans will use the information I provide. I know exactly what is expected of me and Samaritans. 2. I am fully aware of how the information I provide may be presented in publications, e.g. a case study, quotes. 3. I am aware that the information I provide will be used indefinitely for the purposes of the research and as part of disseminating findings. 4. I can withdraw from participating in the research at any time, without the need to give a reason. 5. I can ask questions at any time, and will be updated on how the research project is progressing. 6. All of the information I have provided will be confidential and only be used for research project. 7. All of the information I have provided will be stored securely at Samaritans General Office. Information will not be passed on to another organisation or used for any other purpose. 8. Information will only be collected that is essential for the research project, and no information shall be falsified or misrepresented. 9. I am aware that the information I provide will be managed and used by Samaritans in their internal and external work and publications indefinitely. 10. Any expenses I incur will be reimbursed where it is deemed as reasonable. 11. I have been provided with the contact details of a staff member to contact if I have any concerns or complaints in relation to the information I have provided or how it is being used. If there are any issues above you do not understand, please contact Samaritans General Office and ask for clarification before signing this consent form. Signature of research participant I have read, fully understand and agree with points 1-11 and to my case study being used in the ways I have identified above. I provide my signature as consent. Name (in full): Signature: Date: Samaritans Signatory Name (in full) Signature: Date: Ref: D&E 17 of 18 Filename:

18 GUIDANCE ON SERVICE LEVEL AGREEMENTS FOR RESEARCH A service Level Agreement (SLA) will describe in detail the research service to be provided including service and quality levels. The SLA will form part of the contract schedule and will include some of the following headings: Service and service levels Aims and objectives of the research The aims and objectives of the research should be clearly defined Service description This should describe the service to be delivered in a detailed manner. For example provide information on the purpose of the research, the methods to be used, outputs and outcomes. Service levels The service levels should be described in detail. For example, it might state what research reports are to be produced, the audience they are to be produced for, how many reports, and when they are to be made available. Reporting The reporting procedure should be described. This should explain how often the parties report and the method of reporting. This may be informal or formal and may consist of face-to face meeting, telephone discussion, or written reports. Points of contacts The operational points of contacts for the parties involved. Overview of timescales Information on when the research project should begin and end, and timescales related to the various stages of the project. Payment schedule This should outline the total cost of the research and how the cost is broken down and the payment methods to be used. Ref: D&E 18 of 18 Filename: