Privacy Policy

We understand how important it is to keep your personal information safe and secure and we take this very seriously. We have taken steps to make sure your personal information is looked after in the best possible way. We review our procedures regularly.

Please read this privacy notice (‘Privacy Notice’) carefully, as it contains important information about how we use the personal and healthcare information we collect on your behalf.

1. Why we are providing this privacy notice

We are required to provide you with this Privacy Notice by Law. It explains how we use the personal and healthcare information we collect, store and hold about you. If you are unclear about how we process or use your personal and healthcare information, or you have any questions about this Privacy Notice or any other issue regarding your personal and healthcare information, then please do contact our Data Protection Officer (details below).

The Law says:

We must let you know why we collect personal and healthcare information about you;
We must let you know how we use any personal and/or healthcare information we hold on you;
We need to inform you in respect of what we do with it;
We need to tell you about who we share it with or pass it on to and why; and
We need to let you know how long we can keep it for.

2. The Data Protection Officer

The Data Protection Officer for North Hampshire Urgent Care is Barbara Sansom – you can contact her by email via fph-tr.nhuc@nhs.net

If You have any questions about how your information is being held;
If you require access to your information or if you wish to make a change to your information;
If you wish to make a complaint about anything to do with the personal and healthcare information we hold about you;
If you wish to make a Subject Access Request;
Or any other query relating to this privacy notice and your rights.

3. About us

We, at North Hampshire Urgent Care (‘NHUC’), are a Data Controller of your information. This means we are responsible for collecting, storing and handling your personal and healthcare information when we provide primary care services

There may be times where we also process your information. That means we use it for a particular purpose and, therefore, on those occasions we may also be Data Processors. The purposes for which we use your information are set out in this Privacy Notice.

4. Information we collect from you

The information we collect from you will include:

Your contact details such as your name and email address, including details of current residence;
Details and contact numbers of your next of kin if given in relation to your call;
Your age range, gender, ethnicity, language, disability status, information we need to allow us to provide information in a more accessible format to you;
Details in relation to your medical history;
The reason for your contact to the NHS111 Service
Medical notes and details of diagnosis and consultations with our GPs and other health and social care professionals within the Surgery involved in your direct healthcare.
Transcription data from live consultations, captured and processed in real time by Tandem Health AI to assist clinicians in generating draft medical notes. Identifiable personal data such as names and addresses are actively stripped from the transcription output before processing.

5. Information we access for your care

To enable our clinicians to have sufficient information about your medical history they may access the following databases:

A. Your Summary Care Record

Your summary care record (SCR) is an electronic record of your healthcare history (and other relevant personal information) held on a national healthcare records database provided and facilitated by NHS England.

This record may be shared with other health and social care professionals and additions to this record may also be made by relevant healthcare professionals and organisations involved in your direct healthcare.

You may have the right to demand that this record is not shared with anyone who is not involved in the provision of your direct healthcare. If you wish to enquire further as to your rights in respect of not sharing information on this record then please contact the Surgery.

To find out more about the wider use of confidential personal information and to register your choice to opt out if you do not want your data to be used in this way, please visit www.nhs.uk/my data –choice .

Note if you do choose to opt out, you can still consent to your data being used for specific purposes. However, if you are happy with this use of information you do not need to do anything. You may however change your choice at any time.

B. The Community Health & Information Exchange (CHIE)

The information held here is captured from your own registered practice system therefore providing the NHUC clinician access to your medical record unless you have opted out of sharing this information from your practice.

Information is also received from other Health Care Providers such as

Community Nursing Teams
Hospital Services including discharge summaries of admissions and attendances
Pathology data such as test results
Local Authority Care Services

C. The NHS111 record of contact including pathway questions

This is the information initially captured by the NHS111 Service prior to them transferring the call to NHUC and includes the pathway questions and answers, suggested appropriate provider and disposition. If you spoke to a clinician as part of this call this element is also recorded

D. Previous Consultations with NHUC

This is a record of previous consultations and outcomes with NHUC clinicians and enables the clinician to identify trends and patterns where there have been multiple consultations during the out of hour’s period as may indicate a deteriorating condition.

6. Who we may provide your personal information to, and why

Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care Services, important information about you is collected to help ensure you get the best possible care and treatment. This information may be passed to other approved organisations where there is a legal basis, to help with planning services, improving care, research into developing new treatments and preventing illness. All of this helps in providing better care to you and your family and future generations. However, as explained in this privacy notice, confidential information about your health and care is only used in this way where allowed by law and would never be used for any other purpose without your clear and explicit consent.

We may pass your personal information on to the following people or organisations, because these organisations may require your information to assist them in the provision of your direct healthcare needs. It, therefore, may be important for them to be able to access your information in order to ensure they may properly deliver their services to you:

Hospital professionals (such as doctors, consultants, nurses, etc);
Other GPs/Doctors;
Pharmacists;
Nurses and other health and social care professionals (eg District Nurses & Midwives);
Dentists;
Any other person that is involved in providing services related to your general healthcare, including mental health professionals e.g. Care Navigators, Pharmacists, Social Prescribers
Tandem Health AB, a third-party processor engaged to support clinical documentation through AI-assisted transcription and note generation. This service operates under strict data minimisation protocols, with no audio retained post-processing and identifiable data removed prior to AI processing. Clinicians retain full oversight and approval of any notes generated before they are transferred into the Adastra system.

7. Other people who we provide your information to

Hospital professionals (such as doctors, consultants, nurses, etc);
Other GPs/Doctors;
Pharmacists;
Nurses and other health and social care professionals (eg District Nurses & Midwives);
Dentists;
Any other person that is involved in providing services related to your general healthcare, including mental health professionals e.g. Care Navigators, Pharmacists, Social Prescribers
Tandem Health AB, a third-party processor engaged to support clinical documentation through AI-assisted transcription and note generation. This service operates under strict data minimisation protocols, with no audio retained post-processing and identifiable data removed prior to AI processing. Clinicians retain full oversight and approval of any notes generated before they are transferred into the Adastra system.

8. Anonymised Information

Sometimes we may provide information about you in an anonymised form. If we do so, then none of the information we provide to any other party will identify you as an individual and cannot be traced back to you.

9. Your Rights As a Patient

The Law gives you certain rights to your personal and healthcare information that we hold, as set out below:

Access and Subject Access Requests

You have the right to see what information we hold about you and to request a copy of this information.

If you would like a copy of the information we hold about you please contact our Data Protection Officer in writing. We will provide this information free of charge however, we may in some limited and exceptional circumstances have to make an administrative charge for any extra copies if the information requested is excessive, complex or repetitive.

Subject Access Requests can be submitted via email on fph-tr.nhuc@nhs.net

We have one month to reply to you and give you the information that you require. We would ask, therefore, that any requests you make are in writing and it is made clear to us what and how much information you require.

Correction

We want to make sure that your personal information is accurate and up to date. You may ask us to correct any information you think is inaccurate. It is very important that you make sure you tell us if your contact details including your mobile phone number has changed.

Removal

You have the right to ask for your information to be removed however, if we require this information to assist us in providing you with appropriate medical services and diagnosis for your healthcare, then removal may not be possible.

Objection

We cannot share your information with anyone else for a purpose that is not directly related to your health, e.g. medical research, educational purposes, etc. We would ask you for your consent in order to do this however, you have the right to request that your personal and healthcare information is not shared by NHUC in this way. Please note the Anonymised Information section in this Privacy Notice.

Transfer

You have the right to request that your personal and/or healthcare information is transferred, in an electronic form (or other form), to another organisation, but we will require your clear consent to be able to do this.

10. Third Parties mentioned on your medical record

Sometimes we record information about third parties mentioned by you to us during any consultation. We are under an obligation to make sure we also protect that third party’s rights as an individual and to ensure that references to them which may breach their rights to confidentiality, are removed before we send any information to any other party including yourself. Third parties can include: spouses, partners, and other family members.

11. How we use the information about you

We use your personal and healthcare information in the following ways:

when we need to speak to, or contact other doctors, consultants, nurses or any other health and social care professional or organisation during the course of your diagnosis or treatment or on going healthcare;
when we are required by Law to hand over your information to any other organisation, such as the police, by court order, solicitors, or immigration enforcement.
We may use anonymised transcription data from your consultation to assist clinicians in drafting medical notes using Tandem Health AI. This process supports accurate and timely documentation, reduces administrative burden, and enhances the quality of your medical record. All notes are reviewed and approved by a clinician before being entered into your health record, and no audio recordings are stored after processing.

We will never pass on your personal information to anyone else who does not need it, or has no right to it, unless you give us clear consent to do so.

12. Legal Justification for collecting and using your information

The Law says we need a lawful basis to handle your personal and healthcare information.

CONTRACT: We have a contract with NHS England to deliver healthcare services to you. This contract provides that we are under a legal obligation to ensure that we deliver medical and healthcare services to the public.

CONSENT: Sometimes we also rely on the fact that you give us consent to use your personal and healthcare information so that we can take care of your healthcare needs. For certain activity such as obtaining photographic images we will seek specific consent at the time of consultaton

Please note that you have the right to withdraw consent at any time if you no longer wish to receive services from us.

NECESSARY CARE: Providing you with the appropriate healthcare, where necessary. The Law refers to this as ‘protecting your vital interests’ where you may be in a position not to be able to consent.

LAW: Sometimes the Law obliges us to provide your information to an organisation (see above).

13. Special categories

The Law states that personal information about your health falls into a special category of information because it is very sensitive. Reasons that may entitle us to use and process your information may be as follows:

PUBLIC INTEREST: Where we may need to handle your personal information when it is considered to be in the public interest. For example, when there is an outbreak of a specific disease and we need to contact you for treatment, or we need to pass your information to relevant organisations to ensure you receive advice and/or treatment;
CONSENT: When you have given us consent;
VITAL INTEREST: If you are incapable of giving consent, and we have to use your information to protect your vital interests (e.g. if you have had an accident and you need emergency treatment);
DEFENDING A CLAIM: If we need your information to defend a legal claim against us by you, or by another party;
PROVIDING YOU WITH MEDICAL CARE: Where we need your information to provide you with medical and healthcare services
DIGITAL INNOVATION IN DIRECT CARE: Where AI-assisted tools are used to support clinicians in documenting your care, under strict governance and oversight, and with safeguards to protect your privacy and data rights.

14. How long we keep your personal information

We carefully consider any personal information that we store about you, and we will not keep your information for longer than is necessary for the purposes as set out in this Privacy Notice.

15. If English is not your first language

If English is not your first language you can request a translation of this Privacy Notice. Please contact our Data Protection Officer.

16. Complaints

If you have a concern about the way we handle your personal data or you have a complaint about what we are doing, or how we have used or handled your personal and/or healthcare information, then please contact our Data Protection Officer.

However, you have a right to raise any concern or complaint with the UK information regulator, at the Information Commissioner’s Office: https://ico.org.uk/.

17. Our website

The only website this Privacy Notice applies to is the North Hampshire Urgent Care website.

Currently this is: https://www.nhuc.co.uk/

If you use a link to any other website from the Surgery’s website then you will need to read their respective privacy notice. We take no responsibility (legal or otherwise) for the content of other websites.

18. Cookies

The Surgery’s website uses cookies. For more information on which cookies we use and how we use them, please see our Cookies Policy which is at the bottom of our homepage.

19. Security

We take the security of your information very seriously and we do everything we can to ensure that your information is always protected and secure. We regularly update our processes and systems and we also ensure that our staffs are properly trained. We also carry out assessments and audits of the information that we hold about you and make sure that if we provide any other services, we carry out proper assessments and security reviews.

20. Where to find our Privacy Notice

You may find a copy of this Privacy Notice on our website, or a copy may be provided on request

21. Changes to our Privacy Notice

We regularly review and update our Privacy Notice.

22. Coronavirus (COVID-19) and your information

The ICO recognises the unprecedented challenges the NHS and other health professionals continue to face since the Coronavirus (COVID-19) pandemic, and that ‘Public bodies’ may require additional collection and sharing of personal data to protect against serious threats to public health.

The Government took action in respect of COVID-19 on 20th March 2020 the Secretary of State for Health and Social Care issued a Notice under Regulation 3(4) of The Health Service (Control of Patient Information) Regulations 2002, requiring organisations such as to use your information to help GP Practices and other healthcare organisations to respond to and deal with the COVID-19 pandemic. This was extended to 30^th June 2022.

Following the expiration of the Control of Patient Information notice, we have transitioned to alternative lawful bases for processing confidential patient information. This includes obtaining explicit consent from patients or applying for support under Regulation 3 or Regulation 5 of the Health Service (Control of Patient Information) Regulations 2002. In cases where no alternative lawful basis is available, we will cease processing and delete any identifiable data. For detailed guidance, please refer to the Health Research Authority and NHS Digital websites.

Please note that data protection and electronic communication laws do not stop us from sending public health messages to you, either by phone, text or email as these messages are not direct marketing.

It may also be necessary, where the latest technology allows us to do so, to use your information and health data to facilitate digital consultations and diagnoses and we will always do this with your security in mind.

If you are concerned about how your information is being used, please contact our DPO using the contact details provided in this Privacy Notice.

This Privacy Notice was last reviewed on 22^nd September 2025