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Help in a crisis

 

Please note that the following numbers are for use in an emergency only. This service is predominantly for service users currently in our care, their families and carers. If you are not currently in our care you can either contact your GP, go to your nearest Accident and Emergency Department.

or

Alternatively contact the crisis team directly where your needs will be assessed and you will be advised accordingly.

Please visit our get in touch section if your enquiry is not urgent.

 

Contacting our Crisis Teams

If you are in Gloucestershire, please call:  0800 1690398

The number is available 24 hours a day, 7 days a week. When calling, please choose one of the following options depending on your location:

  • Option 1 for Stroud and Cotswolds
  • Option 2 for Gloucester and Forest 
  • Option 3 for Cheltenham, Tewkesbury and North Cotswolds

Please note: telephone calls may be recorded. If you do not want that to happen, please tell the person who answers your call and they will phone you back on a ‘non-recordable’ telephone.

If you are in Herefordshire, please call: 01432 364046
You can also contact us on behalf of a service user (this could mean you are a friend, a carer or someone from an outside agency).

Is this the first time you have needed help for a mental health crisis?

If you, a friend, or a relative is experiencing mental health problems for the first time and need emergency treatment or advice during office hours, then you should contact your GP.

Alternatively contact the crisis team directly where your needs will be assessed and you will be advised accordingly.

Don't have a GP?

Use the NHS service search to locate the nearest one to you.

Are you feeling vulnerable? Do you need to talk to somebody now?

If so, there are some people that can help you immediately.

Call free on 116 123

If you are experiencing feelings of distress or despair, including those which could lead to suicide, you can call the Samaritans.

Call free on 0800 11 11

If you are a child or a young person you may want to speak to Childline.

Call 0808 816 0606

A safe, supportive, non-judgmental and informative service for people who self harm, their friends, families and carers.

Privacy Notice

How we use your information

Find out how ²gether NHS Foundation Trust uses your information.

The information we collect about you

Information which this Trust may hold about you may include the following:

  • details about you; such as your name, address and next of kin
  • any contact the Trust has had with you; such as appointments, clinic visits, emergency appointments, etc.
  • notes and reports about your health, treatment and care
  • results of investigations such as laboratory tests and x-rays.
  • relevant information from other health professionals, relatives or those who care for you
  • video images, for example on CCTV, or recordings of consultations where you have consented to these recordings.
Other information we may hold about you

As well as information that you provide to us directly, we also use information from other sources to help us provide you with safe and effective health and social care. This may include, for example

  • information from another NHS Trust, or your GP surgery about health care that you have received previously
  • information from other partner organisations such as social care services, housing associations, and voluntary and community organisations.
Why we collect your information

Our health care professionals and multi-disciplinary teams collect and use your information to enable us to provide you with the best possible health and social care.

Your information may also be collected for other purposes that you should be aware of, such as CCTV recordings used for crime prevention, or if you make a complaint/enquiry or complete a survey.

We will also use your information to contact you to see if you would like to be involved in medical research trials that might be relevant to you.

Our staff may check your details with you to ensure they are up-to-date and correct. This is important to avoid errors in your care or treatment. So, if your details have changed (such as your name or address) you need to let us know.

Our legal basis for using your information

The Data Protection Act allows us to handle your personal information because as an NHS Foundation Trust we perform a task in the public interest.

As an NHS organisation we also handle information about your mental and physical health. This is known as ‘special category data’.

We handle this type of information:

  • to protect your vital interests
  • for medical diagnosis, to provide health and social care and treatment to you, and to manage our health and social care systems and services
  • for reasons of public interest, including protecting against serious threats to public health, and ensuring high standards of quality and safety of patient care and of medicinal products or medical devices.
Who we might share your information with

Information that we collect about your healthcare will normally be made available to your GP.  We may also share your information with other organisations or professionals involved in your care so that you receive good quality, joined-up care and support, and don’t need to be assessed again. These organisations include partner organisations such as social care services, educational bodies, housing associations, voluntary and community organisations.

Staff should discuss with you what information they are sharing, why and with whom. We will ask for your consent before sharing details about your care with your family or carers. If we ask for your consent to share your information, you can withdraw that consent at any time simply by telling your care coordinator.

There are exceptional circumstances whereby the Trust may share information about you without your knowledge, for example, in an emergency where you or someone else might suffer substantial harm or distress, where it relates to a ‘communicable disease’, a serious crime, or if information is required by law (such as a court order).

Where your information is stored

Some older health records are held in paper form but most are now electronic.

Almost all electronic records are stored in the UK. However, for a very small minority of services some information is stored abroad. For example, functional family therapy information is stored electronically in the USA.

Before we send any information abroad, we make sure that it will have the same level of legal protection, security and confidentiality in the country where it will be stored as it would if it were stored here in the UK.

How long we keep your information

We keep a record of your information for a set length of time, depending on the type of information it is.

You can find further information on the rules that the Trust must follow here (click to download a document called ‘Records Management Code of Practice for Health and Social Care 2016’ provided by the Information Governance Alliance).

If you would like more information about how the NHS uses patient data, click here.

Your rights

The Data Protection Act gives you certain rights in respect of the information we hold about you.

Select a topic below for further information about each of your rights.

The Trust may refuse your request (in full or in part) where there is a legal basis to do so, and you will be notified of this.

You have the right to set up a national opt-out so that your data is not used for research or planning purposes. You can find out more, and set your opt-out preferences, by visiting www.nhs.uk/your-nhs-data-matters. If you do set up a national opt-out, your data will still be used to provide you with individual care.

How you can request a copy of information that we hold about you

You are entitled to a copy of information that we hold about you. Normally this is available to you free of charge, but we may charge a reasonable fee to cover administrative costs such as copying, or if you request another copy of the same information.

We must provide you with the requested information (where it is appropriate to do so) within 1 month once we have sufficient details to be able to process the request. However, we may extend this period for a further 2 months if the request is particularly complex. We may also refuse to respond to requests which are bulky, complex or repetitive.

If you want to see a copy of your health record, you will need to fill in a form so that we have the details we need to find your information. You can ask for a form either by emailing

2gnft.2gether-subjectaccessrequests@nhs.net

Or by posting a letter to:

Health Records Department
Charlton Lane Hospital
Charlton Lane
Cheltenham
GL53 9DZ

If you don’t want to see your health record, but you would like a copy of any other information we hold about you, you should contact the Data Protection Officer at 2gnft.Information-Governance@nhs.net.

 

Asking to have your personal data corrected

You are entitled to have personal data corrected if it is inaccurate or incomplete.

We must respond to your request within 1 month. However, we may extend this period by up to a further 2 months for complex requests.

We may refuse the request if we believe the information is accurate/complete or there is a legal basis to do so. If that is the case, you will be notified of this. You have the right to complain to the Information Commissioner’s Office and to seek correction by order of a Court.

If you believe your information is inaccurate or incomplete, you should contact the Health Records Department to ask for it to be corrected.

You will need to fill in a form so that we have the details we need to find your information. You can ask for a form either by emailing

2gnft.2gether-subjectaccessrequests@nhs.net

Or by posting a letter to:

Health Records Department
Charlton Lane Hospital
Charlton Lane
Cheltenham
GL53 9DZ

 

Blocking the use of your personal data

You can ask us to block the use of your personal data in some circumstances:

  • Where you think your personal data is incorrect
  • Where you have objected to us using your personal data
  • When our use of your personal data is unlawful but you don’t want us to erase your data completely
  • If we no longer need the personal data but you need us to keep it in connection with a legal claim.

Where use of your information is blocked temporarily (for example, while we check whether it is accurate) we will inform you when that block is lifted.

If you want to block the use of your information, you should contact the Health Records Department.

You will need to fill in a form so that we have the details we need to find your information. You can ask for a form either by emailing

2gnft.2gether-subjectaccessrequests@nhs.net

Or by posting a letter to:

Health Records Department
Charlton Lane Hospital
Charlton Lane
Cheltenham
GL53 9DZ

 

Asking to have your personal data erased

This is more commonly known as the ‘right to be forgotten’. You may ask to have your data erased where:

  • It no longer needs to be kept by us (when it has gone beyond the minimum retention period)
  • You withdraw your consent or object to the use of your data and there is no requirement for us to retain the data
  • It has been used unlawfully
  • There is a legal obligation that we must comply with
  • You are under 16 and data has been stored electronically by us at your request

We may refuse your request (in full or part) where there is a legal basis to do so. If that is the case, you will be notified of this.

You will need to fill in a form so that we have the details we need to find your information. You can ask for a form either by emailing

2gnft.2gether-subjectaccessrequests@nhs.net

Or by posting a letter to:

Health Records Department
Charlton Lane Hospital
Charlton Lane
Cheltenham
GL53 9DZ

Objecting to us using your personal data

You have the right to object to us using/sharing your information, however, there is no automatic right to prevent us using/sharing your information.

Objections will be considered and you will be notified of our decision and the reason for it.

Where we have asked for your consent to collect and use your information, you have the right to withdraw that consent at any time.

You will need to fill in a form so that we have the details we need to find your information. You can ask for a form either by emailing

2gnft.2gether-subjectaccessrequests@nhs.net

Or by posting a letter to:

Health Records Department
Charlton Lane Hospital
Charlton Lane
Cheltenham
GL53 9DZ

How you can be sure we handle your information correctly

It is a legal requirement to ensure that all information about you is kept confidential. The Trust has to complete a data security and protection declaration for NHS Digital every year, and the Trust board also has to make a declaration to its regulator, NHS Improvement, that the Trust complies with the national data security standards.

The Trust has policies and procedures to make sure that staff know how to handle your information properly, and keep it confidential.

Our staff only look at your  information when it is absolutely necessary.

Staff have to complete data security training once a year to make sure that they understand what is required of them. Staff also have regular training so that they understand how to use computerised record systems

The Trust audits patient health records to check how staff access patient information on our computer system.

Cookies

Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. This information is used to track visitor use of the website and to compile statistical reports on website activity.

For further information visit www.allaboutcookies.org

You can set your browser not to accept cookies and the above websites tell you how to remove cookies from your browser.  However in a few cases some of our website features may not function as a result.

What to do if you have concerns about the use of your information

You can contact the Trust’s Data Protection Officer, John McIlveen, at 2gnft.Information-Governance@nhs.net.

If we can’t resolve your concern, you have the right to lodge a complaint with the Information Commissioner’s Office, whose contact details can be found here

Accessibility