In accordance with General Data Protection Regulation (GDPR) in force from 25th May 2018, this notice sets out what Galw Gofal / Care Connect does with customer personal data, and any personal information relating to key holders, family, friends and carers, on call officers or contractors.
The information in this notice will be kept under review to incorporate any further changes communicated by the Information Commissioner’s Office (ICO).
Who are we?
Galw Gofal / Care Connect is North Wales’ regional call monitoring service providing bilingual 24/7 support for the delivery of health and social care to help protect vulnerable people in their own homes or in the workplace and providing safety, security and continued independence.
The call monitoring service facilitates response for people using assistive technology (Telecare and Telehealth), Lone Worker solutions and Carer Cards. We also provide an Out of Hours emergency telephone contact service for households across the region.
We are a non-statutory local authority collaboration undertaken within a legal framework. The collaboration is based on the lead authority model, with delegation of functions to fulfil the obligations of the agreement, deliver the service, including provision of support services IT, Finance, HR, Legal etc. to Conwy County Borough Council using powers in Section 101 of the 1972 Local Government Act, Section 2 of the Local Government Act 2000 and Section 47 of the 1990 Care Act. We follow Conwy County Borough Council corporate policies and all contracts are undertaken in Conwy’s name.
What do we use data for?
We receive personal data for service users (data subjects) in the form of referrals from service commissioners (data controllers) along with such other information as we may reasonably require in order to provide the call monitoring service. The data controllers will hold consent from the data subjects.
The data subject may supply additional data during an emergency response request or Out of Hours call which is relevant to determine the appropriate response and prioritization of the emergency call.
Upon receipt of the information we become the data processor.
We have a CCTV camera at the entrance of the Colwyn Bay call monitoring centre for controlled entry into the building and security. Signs are prominently displayed notifying you that CCTV is in operation and providing you with details of who to contact for further information about them.
We will only disclose CCTV images to third parties for the purposes of public safety and the prevention and detection of crime.
What information is held and what is happening with the information?
We process the personal data for the following purposes only, as agreed in the supply of service contract with the data controller:
- For provision of an Telecare, Telehealth and Out of Hours Call Monitoring Service
- To escalate to responder, contractor, emergency services and/or Duty Officer
- To report on each incident to the Data Controller
- For assessment of Quality of Call Monitoring by Data Controller and Data processor
- To ensure continuous improvement of the service
The personal data held include:
- 1. For Region Identification: Unique equipment reference number assigned to the telecare equipment installed in the Data Subjects home
- 2. For Data Controller Identification: Unique ‘RAISE’ Social Care database reference number allocated to Data Subject
- 3. For Data Subject identification purposes: Title, name, Address and Telephone Number.
- 4. For Landlord identification: Commissioner direct Out of Hours Telephone Number
- 5. For tenant identification purposes: Property Reference, Tenant’s Name, Address and Telephone Number.
- 6. For Escalation Purposes: Name and Telephone numbers of named contractors, Duty Officers and Managers provided by data controller and included in the ‘Supply of Services Contract”
- 7. For Call Handling Purposes: all of the above plus any information supplied e.g.:
- (1) Data Subject’s age, chronic condition or vulnerability
- (2) Data Subject’s description or photo (if with dementia and prone to wandering)
- (3) Name, address, age, relationship of any other person living in the Data Subjects household
- (4) Key safe numbers and location (if any)
- (5) Names, addresses and telephone contact numbers of General Practitioner or health practitioners
- (6) Names, addresses and telephone numbers of Emergency Contacts i.e. next of kin, friends, relatives and carers who may have keys to the Data Subjects’ home or who may be called upon to assist in the event of an emergency
- (7) Details of domiciliary care agencies or support workers to the Data Subject
- (8) History of calls between the Data Processor and the Data Subject
- (9) Incident logs
- 8. For Quality Assurance and Training Purposes:
- a. Voice recordings of all telephone calls
- b. Customer satisfaction information
- c. Any complaints history
Who is your information shared with?
We may share your information in the delivery of the emergency service to you with:
- the data controller
- you or your authorised representative
- your named contacts i.e. next of kin, friends, relatives or carers
- your named domiciliary care agency
- the data controllers named contractors
- your health practitioners or Emergency services
- local authority representatives who may need to be contacted based on any concern raised in relation to your wellbeing.
- relevant third parties where required by law.
How long will we keep this information?
Conwy Local Authority Education Service will retain and destroy the information in line with their retention schedules, these can be obtained from the contact details below.
Your rights under GDPR
You have the right to:
- Have access to the personal information that the school and Local Authority are processing about you;
- Require the schools or Local Authority to rectify inaccuracies in that information;
- The right (in some circumstances) to object to processing on grounds relating to your particular situation;
- The right to restrict processing (in some circumstances);
- Lodge a complaint with the information commissioner who is the independent regulator for data protection.
For further information about the information which Galw Gofal / Care Connect Conwy Local Authority Education Service holds and its use, or if you wish to exercise your rights under the GDPR, please see contact details below:
Galw Gofal / Care Connect contact:
Rhianwen Jones – Regional Strategic Manager
Tel: 01492 577781
To contact the Information Commissioner’s Office, please see details below:
Information Commissioners Office
Telephone helpline: 029 2067 8400 (Wales helpline) or 0303 123 1113 (UK helpline)
Conwy County Borough Council Full Privacy Notice