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Fair Processing Notice

Solent Mind and Southern Health NHS Foundation Trust work in partnership to provide an Improving Access to Psychological Therapies (IAPT) service, and the brand name is italk


Your information and what we do with it…

We take your confidentiality and privacy rights very seriously. This notice [also known as a Privacy Notice] explains how we collect, process, transfer and store your information legally.  This is called Fair Processing and is a requirement of the Data Protection Act 1998. The Data Protection Act 1998 requires the Trust to:

  • Process information lawfully
  • Only obtain adequate and relevant information
  • Ensure information is accurate
  • Not keep information longer than necessary
  • Process in accordance with your rights
  • Keep your information secure
  • Not transfer your information to other countries without adequate protection

Why do we collect information about you?

Your information is recorded, and used to book appointments, keep track of your progress and what is said, to guide and record the support and treatment you receive - similar to the way GPs and other healthcare services keep information. This information is vital in helping to ensure you receive good quality care. The Data Protection Act allows us to do this under, Principle 1, Schedule 3, Condition 1.

What information do we collect from you?

Professionals working with you – such as Psychological Wellbeing Practitioners (PWPs), Consultant Clinical Psychologists, italk administrators and any other staff involved in your care – keep records about your support and treatment you receive.  This may include:

  • Basic details such as name, address, date of birth, your next of kin/carer and contact numbers
  • Your referral details, notes about your long term medical conditions, and any other information about the care or support you need and receive
  • Relevant information from other professionals such as your GP
  • Any contacts you have with us, such as telephone support, group work or face to face support
  • Information on medicines

If you chose to self-refer to our computerised support programme (SilverCloud – CBT) you will be asked to provide contact details and to complete a medical assessment questionnaire.   When you submit this self-referral an automated decision process will be initiated, to assess whether our computerised support programme is the most appropriate form of treatment for you.  If it is not the most appropriate, we will contact you as soon as possible to offer a telephone assessment – this will allow you to speak to one of our Practitioners and agree the best way forward. 

Who might we share your information with?

Your information will be shared with the team of professionals who are supporting you and are providing treatment to you. It will also be shared with:

  • Your GP - The reason for this is to maintain the duty of care for patients.  GPs are instrumental in providing and co-ordinating patient care and it is very important that they are aware of the treatment that you are receiving. When you are referred or you self-refer to the service we will ask for your permission to keep your GP informed of the care you receive from italk.
  • External trainer - Psychological Wellbeing Practitioners receive training from experts external to italk. On occasion, and only with your consent, a recording of your face to face session may be shared with the trainer.  
  • Other services - If it is decided after your assessment that italk is not the most appropriate service for you at the time then your practitioner can signpost you to other services and organisations that may be able to help you, such as a Community Mental Health Team, Employment Worker but they will only share your information with them, with your consent.

If you change your mind about your consent to share, please discuss this with your practitioner.

However, a person’s right to confidentiality is not absolute and there may be other circumstances when we must share information with other agencies.  In these rare circumstances we are not required to seek your consent.  Examples of this are:

  • If there is a concern that you are putting yourself at risk of serious harm
  • If there is concern that you are putting another person at risk of serious harm
  • If there is concern that you are putting a child at risk of harm
  • If we have been instructed to do so by a Court
  • If the information is essential for the investigation of a serious crime
  • If you are subject to the Mental Health Act (1983), there are circumstances in which your ‘nearest relative’ must receive information even if you object
  • If your information falls within a category that needs to be notified for public health or other legal reasons, such as certain infectious diseases

Your personal information will only be used for purposes that benefit treatment and care. It will never be used for marketing or insurance purposes.

Enhancing our services and performance

To help us monitor our performance, evaluate and develop the services we provide, it is necessary to review and share information with NHS England, Department of Health and NHS Clinical Commissioning Groups (CCGs). This information may be, for example, your age or gender, but nothing that would identify you. We would never share your name or address.

The information is used by the Department of Health to monitor all of the services across England and no sensitive information will be shared by them with any 3rd party. All information is kept in accordance with the Data Protection Act.

Please contact us if you have any questions or wish to opt out of sharing your information with the above.

What do we do with your information?

Everyone working in italk has a legal duty to keep information about you confidential.  Anyone who receives information from us is also under a legal duty to keep it confidential.

As well as ensuring you receive the appropriate support and treatment, your record can also provide us with an important source of information when we need to:

  • Review our support and services to ensure it is of the highest standard
  • Investigate complaints, legal claims or untoward incidents
  • Prepare statistics about services

Unless we are investigating a complaint you have made, the records we use for the above purposes will not include any of your personal details.  Sometimes for statistical, research or training purposes it is helpful to have more details as this can help us to identify particular trends or needs. However we will only use your personal information in this way if you give us your consent.

How we store and secure your information

Information about you will be stored on either IAPTus or SilverCloud, or both depending on the type of support and treatment you need.

The information about you and the treatment you receive from italk are stored on the national IAPTus system as a clinical record, with your consent.

SilverCloud is the system used to enable you to self-refer to access on-line support for Computerised Cognitive Behavioural Therapy – cCBT which provides an interactive programme of support tailored to meet your specific needs.  Your information in SilverCloud is also manually transferred to the IAPTus system, by appropriate italk staff, to either create or maintain your clinical record.

We have contracts with the people who provide these systems (Third Party Contractors) to ensure there are robust information security safeguards in place to protect the confidentiality, integrity and availability of your personal confidential information. The security controls adopted by italk are influenced by a number of sources including National Guidance, NHS Digital and other Government Standards, in line with the Data Protection Act. Southern Health NHS Foundation Trust is also accredited to Industry Standard ISO27001 which is an internationally recognised information security framework.

All staff should adhere to a confidentiality agreement as part of their employment contract with italk and all staff must comply with the various security operating procedures depending on their method of working.  Any breach of these is treated seriously, and could result in disciplinary action, including dismissal.

How we transfer your information

In accordance with the Data Protection Act, principle 7, any transfer of information about you is completed in an approved secure method.  A Privacy Impact Assessment2 has been completed and approved to ensure the privacy of your information is maintained at all times.

How long do we keep your information?

Your clinical record is held for 7 years following the year end of your treatment.

How can I access the information you hold about me?

You have a right to see the information we hold about you, both on paper or computer, except for information that:

  • Has been provided about you by someone else if they haven’t given permission for you to see it
  • Is being used to detect or prevent crime
  • Could cause physical or mental harm to you or someone else
  • Your request must be made in writing and we will request proof of identity before we can disclose personal information.

Details on how you can access your personal information can be found on our italk website

All applications for access to your clinical record must be made in writing and sent to:

italk Service
3rd Floor,
Black Horse House,
8 - 10 Leigh Road,
SO50 9FH

Email: info@italk.org.uk

If I have a Concern or Complaint?

italk encourage anyone who is not satisfied with the italk service to tell us so that we can investigate and respond to you in an effective and timely manner, and to try to put things right if we can.  To do this, please contact:

In writing:  italk Service
3rd Floor,
Black Horse House,
8 - 10 Leigh Road,
SO50 9FH

By email: info@italk.org.uk

By phone: 02380 383920 

We also have a leaflet available on our website which tells you what our complaints procedure is.

Other Useful Contact Numbers

Southern Health NHS Foundation Trust: Sterne 7, Sterne Road, Tatchbury Mount, Calmore, Southampton SO40 2RZ - The Data Controller for your information

Solent Mind, Registered Office:  15-16 The Avenue, Southampton, Hants. SO17 1XF

Southern Health NHS Foundation Trust, Freedom of Information: foi@southernhealth.nhs.uk telephone: (023) 8087 4662