Privacy

Breathing Space and your privacy

Your call to Breathing Space is very important to us. We will ensure that the things you talk about aren't shared inappropriately or recorded in a way that isn't relevant to your call.


Audio recording of calls

Your call will not be recorded if you call Breathing Space direct.

If we transfer your call to NHS 24 or Emergency Services, they will record your call from the point contact is made. Likewise, if you call NHS 24 or Emergency Services and your call is transferred to Breathing Space, it will be recorded.


Call monitoring

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.


What information is collected?

Breathing Space is funded by the Scottish Government Health Department and as part of our work we collect some information during calls. We will not collect any personal information that identifies who you are but we may record some information we come to know through the course of the conversation (such as your age, gender, sexuality, beliefs, ethnicity etc).


What is the information used for?

We use this information to learn about whether we reach all groups in Scotland, or whether some groups are excluded; something we work very hard to avoid. We will 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. This includes being able to train our staff and being open to people about the type of calls we get.


Will this information be shared?

We 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 or health
  • where we need to protect the safety and wellbeing of staff

Frequent callers and caller care plans

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.


Questions

Any further privacy or data protection enquiries should be directed to:

The Data Protection Officer 
Caledonia House
Fifty Pitches Road
Glasgow
G51 4EB.


Breathing Space and your information

Breathing Space is part of NHS 24 which is a registered Data Controller with the Information Commissioner's office. Registration No. Z8707451.