Breathing Space Privacy Statement
Breathing Space and your privacy
We realise that your call to Breathing Space is very important and we want to make sure that the things you talk about aren't shared innappropriately with others or information about you recorded in a way that isn't appropriate to your call.
Audio recording of calls
If you call Breathing Space direct, your call will not be recorded.
However if we transfer your call to NHS24 or Emergency Services, these calls may be recorded by the receiving organisation from the point contact is made with them. Likewise, if you call NHS24 or Emergency Services and your call is transferred to Breathing Space, these calls may also be recorded.
Occasionally, calls may be monitored by Breathing Space supervisors for the purpose of assessment or training of telephone advisors. The advisor and supervisor may discuss the call as a means to support the advisor or help with training. We do this to make sure all Breathing Space calls are safe, appropriate and in the interests of callers.
So what information is collected and what happens to it?
Breathing Space is funded by the Scottish Government Health Department and as part of our work we collect some information during calls. During the normal course of a Breathing Space call we will not collect any personal information that identifies who you are. We may record some information if through the course of our conversation we come to know about your age, your gender, sexuality, beliefs, ethnicity etc.
What is the information used for?
Breathing Space uses this sort of information so we can learn about whether we reach all groups in Scotland, or whether some groups are excluded: something we work very hard to avoid. We may record something about what your call was about so that we know the types of things people want to talk to us about.
We also use the information to help plan our service in future; to be able to train our staff; to be open to people about the type of calls we get from our callers.
When Breathing Space might share your information
Breathing Space will only disclose personal information to others outside Breathing Space if:
· The caller gives informed consent· For uses or disclosures required by law
· Where there is a serious risk to someone's life, health or· To protect the safety and well being of telephone staff
Frequent callers to the telephone crisis support service
Breathing Space staff or supervisors may ask a caller for consent to provide their name and/or contact details if a caller has been calling the service regularly and it is assessed that some form of caller care plan would be beneficial.
Any further privacy or data protection enquiries should be directed to The National Coordinator of Breathing Space, Caledonia House, Fifty Pitches Road, Glasgow, G51 4EB
Breathing Space and your information
Breathing Space is part of NHS24 which is a registered Data Controller with the Information Commissioner's office. Registration No. Z8707451