What is the "Aide en santé" label?

Remote health prevention and support services combine telephone hotlines and websites that offer the public personalized and individualized assistance via phone or the internet (chat, Q&A, etc.). This assistance can take the form of listening, support, information, advice, guidance, or counseling.

These services operate across various areas of public health: sexual health, mental health, substance use disorders, chronic diseases, etc.

To support these services in their efforts toward continuous quality improvement and to better meet public expectations regarding the quality of responses in the health sector, Santé publique France has established the “Health Assistance” label.

Eligibility requirements for the label

Any program that meets the following criteria may apply for the Health Assistance Label:

• offer a remote assistance service via telephone or the internet, designed to provide a listening ear, advice, information, prevention, and, for certain services, guidance in the field of health

• offer personalized interaction

• are accessible during sufficient daily and hourly time slots to meet users’ needs

The following services are not eligible for the Aide en santé label:

• lack objectivity, engage in proselytizing, or fail to respect freedom of religion or sexual orientation

• have been convicted of sectarian abuses

• offer users a paid service

Steps for Obtaining the Certification

1. The applicant reviews the label requirements and ensures they meet each of the mandatory criteria as defined in the Procedures Guide (soon to be available on the Santé publique France website).

2. They download, complete, and email the application form (coming soon) to the certification secretariat at: label_aide_en_sante@santepubliquefrance.fr.

3. The certification secretariat validates the program’s eligibility. It notifies the applicant and the organization responsible for the evaluation.

4. This body will contact the applicant to agree on an audit date. The audit lasts at least one day. The cost is the applicant’s responsibility.

5. During the evaluation, if the evaluator identifies any non-conformities, the applicant has 60 days to correct them and submit the information to the audit body.

6. Once the audit report is approved, the label is awarded to the applicant program for a period of 4 years.

The criteria required to obtain the Aide en santé certification are currently being revised. The various certification documents (procedural guide and application package) will be made available to applicant programs in the first half of 2026.