Redbox Call Recording Privacy Notice

As a healthcare provider we need to hold information about you to help ensure you receive proper, necessary and effective treatment. We take our duty to protect personal information and confidentiality very seriously.

The type of personal information we collect

Redbox is a call recording facility that records and stores incoming and outgoing calls received and made by the First Response Service (FRS). FRS is a crisis assessment team that carries out Telephone triage and face to face assessments, part of the wider Acute Community Services and the Community Mental Health Team.

How we get the personal information and why we have it

All of the personal information we record is provided to us directly by you for one of the following reasons:

Training of new staff
To provide quality monitoring of customer service and call handling practice of all staff
To provide clarification and confirmation of information given or received
To ensure improvement in services
To improve quality standards and business continuity processes
To ensure that the care that we provide is safe and effective
To monitor an individual’s performance
For use in reflective practice
For use in group reflective practice
To review complaints
To support investigations
To review incidents
As part of an audit for service development

Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing this information is we need it to perform a public task.

There may be 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 a concern that you are putting another person at risk of serious harm
If there is a 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, e.g. Certain infectious diseases

How we store your personal information

Your information is stored securely in our digital databases. All electronic records are stored in the UK. Only those with a legitimate reason can access your records for example, those providing your healthcare.

Whenever we change the way we manage personal data we carry out an assessment, and if any significant risks to privacy are identified a full Data Protection Impact Assessment is carried out as required by the General Data Protection Regulation.

Call recordings are stored for 40 days unless there is an ongoing complaint or investigation.

Your data protection rights:

Under data protection law, you have the right to ask us for copies of your personal information.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

Please contact us at DPA.requests@bdct.nhs.uk if you wish to make a request.

How to complain

If you have any concerns about our use of your personal information, you can make a complaint to us at DPO@bdct.nhs.uk

You can also complain to the ICO if you are unhappy with how we have used your data.

The ICO’s address:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

ICO website: https://www.ico.org.uk