Confidentiality on the Information Service
Oxfordshire Mind’s Information Line is a confidential service for callers. We will not share details of your call or email with anyone outside the organisation without your permission. Any information you provide will be treated confidentiality and sensitively.
Sometimes we will have to share confidential information without your consent.
This will happen if:
- We believe that you or someone else is at risk of serious harm.
- We believe a child is at risk of harm.
- We are told about acts of terrorism or bomb warnings.
- We have to disclose the information for legal reasons, such as a police investigation for a serious crime.
Where possible, we will tell you that we are going to share this information.
We want to give you as much control as possible. We will do our best to help you contact services. There may be times when we feel that we need to contact emergency services or the GP. Where possible we will do this in collaboration with you.
The Information Line does not routinely take identifying personal information from callers. We may ask a variety of questions about your situation to help provide an informed response and signpost you to the best service. We will ask for your contact details to book an Options session or refer you to another service (within Oxfordshire Mind or elsewhere). We will need your name and address if you ask us to send some information in the post. During an Options Session, we will ask for more personal information.
We will treat confidential information sensitively and keep it securely. We store and handle confidential information according to the Data Protection Act 1998.
Anonymised details of queries (such as query topic and signposting outcomes) are kept to help us to develop the Information Service, share learning and raise funds to keep the service going.