Project information

Expansion Project (Online and Phone)

To expand our support for those experiencing pregnancy loss (e.g. post abortion, miscarriage), by implementing online and phone support for those not able to visit the centre because of location, health issues and confidence (e.g. young people can find it difficult to seek help face to face).

January 2018 - December 2018

Charity information: Crossway Pregnancy Crisis Centre

Crossway Pregnancy Crisis Centre logo
  • Need


    Currently although we mainly operate in Richmond, Hounslow and Kingston boroughs our website comes high in internet searches when people are searching for help with unplanned pregnancy and pregnancy loss. Where possible we refer them to a local centre (we have access to 2 directories of pregnancy centres throughout the UK). However, there is not always a centre nearby so we want to provide support by phone and on line to clients who otherwise will not get the support they need.


    The project will train listeners to be able to provide the support they currently provide face to face to online and phone clients. This will include concentrating on verbal (phone) and written (online) skills as the usual non-verbal and phatics (social oiling) will be less present/absent.

    Therefore, clients who are finding it difficult to cope after pregnancy loss but don't have or are not able to get to a local pregnancy centre will be able to access the help they need.

  • Aims

    Aim 1

    Overcome barriers of access to support for pregnancy loss


    » Train key staff and listeners to provide pregnancy loss support online and by phone. Pilot provision and improve training/resources as necessary
    » Update phone/IT system e.g. use of skype, increase number of phone lines, webchat
    » Produce resources and materials i.e. for training and delivering pregnancy loss support
    » Promote online/phone support - advertise in appropriate settings e.g. GP surgeries, abortion clinics, universities. Use social media and leaflets.

    What success will look like

    15% increase increase in pregnancy loss clients.
    Provide 200 more pregnancy loss sessions (miscarriage clients (8 sessions), post abortion (10 sessions)

  • Impact


    Decrease in depression and anxiety e.g. 70% of clients report major/moderate depression at start of pregnancy loss course and 100% report minimal/no depression at the end (2016). We use PHQ and GAD questionnaires.
    After initial year's pilot of online/phone support we aim to promote it nationally, partnering with other pregnancy centres to increase provision significantly. A previous organisation providing this type of support who closed because of funding helped 300 clients a month.


    There is a risk that demand could exceed the number of listeners we have trained to provide this support. If this happens we will partner with other pregnancy centres to increase the number of listeners.
    Conversely there is a risk that demand will be lower than expected, in which case we will promote this service more widely.


    We will provide a report at the end of the project with numbers of online/phone pregnancy loss clients, number of sessions, impact of our support i.e. depression (PHQ) and anxiety (GAD) and qualitative feedback (end of course questionnaire)

  • Budget

    Budget - Project Cost: £10,000

    Loading graph....
      Amount Heading Description
      £1,000 Training 8 listeners
      £1,600 Phone/IT system Increase phone lines, Skype, live chat etc
      £1,000 Resources Training materials, client resources
      £4,000 Pregnancy loss support Online/phone support for 20 clients
      £750 Supervision Professional supervision sessions for listeners (group bi monthly and individual as required)
      £750 Promotion Inform and leaflet e.g. GP surgeries, abortion clinics, uni
      £900 Full cost recovery Management, administration etc
  • Background


    We are located in Twickenham but clients will contact us from anywhere in the UK as well as occasionally from anywhere outside the UK. Clients will be predominantly women although some men do access our support. Age range is very varied although we expect an increase in teenagers who may be more willing to access on line support rather than face to face


    Mainly women and some men who are finding it difficult to cope, and often experiencing depression and anxiety symptoms, after pregnancy loss (post abortion, miscarriage, ectopic pregnancy, stillbirth). Also occasionally family members e.g. mothers who have been traumatised as a result of being present during and after a daughter's difficult abortion experience.

  • Why Us?

    Why Us?

    We have been providing pregnancy loss support since 1999 and our listeners are very experienced in providing this support. Our website comes high up in searches for pregnancy loss support so people all round the country already contact us.

    Read more about the Charity running this project.


    Karen Pitchford

    Centre Director and will have overall responsibility for the project

    Lesley Benge

    Centre Coordinator responsible for listening support and experienced listener. Will do initial trial of online/phone support and oversee project

    Julia Acott

    Trainer who was responsible for training in the organisation that previously provided online/phone support

    John Annis

    Listener volunteer and previously volunteered for the organisation that provided online/phone support (before it closed)