Privacy Policy

 

 

 

    WHY YOUR PRIVACY IS SO IMPORTANT TO US

Telecare Services is a national emergency response service. Our Telecare Consultants respond to emergency calls 7 days per week 365 days per year. This service assists our clients, who are aged or vulnerable, to continue to live independently in their own homes in the community. In the course of our normal operations, Telecare Services collects and uses personal and sensitive information about our clients to ensure delivery of appropriate, timely and quality services. This imposes responsibilities on our employees to ensure that the privacy of confidential information is safeguarded.
 
Disclosure of this information to Telecare Services places us in a position of trust within the community and as such we seek to protect the privacy of individuals in accordance with Global Privacy Laws and Tunstall Group’s privacy policy. This regulation lays down strict privacy safeguards which organizations such as Telecare Services must observe in dealing with personal information.

 

This policy brochure is intended to inform our clients of the purposes for which data will be used and the safeguards preventing non-authorized use of, or access to, confidential information.

 

All personnel acting on behalf of Telecare Services are subject to the Privacy Policy and must explain the primary purpose for collecting information from individuals. In most cases this is to ensure delivery of emergency responses that are tailored to the needs of the individual.
 

 

          LOOKING AFTER YOUR RIGHTS

The Privacy Policy prohibits any person from accessing, using or disclosing any personal information in the possession of Telecare Services, except if that person is performing their duties of providing emergency response and in accordance with the relevant legislation.

 

To enable Telecare Services to respond to client emergency calls and requests for assistance, we collect the following types of personal information:-

• Name and address of client, including property access details
  • Health status
  • Personal & social details
  • Name and contact number of any carers, family members or responders
  • Name and contact number of the client’s Doctor and other relevant health care   providers
  • Name and contact number of the agency or individual referring the client for care
  • The frequency and type of services and care we provide to clients

 

Personal information will only be collected where it is necessary for the client’s primary purpose of being involved with Telecare Services, and where possible will be collected directly from the client.

 

Telecare Services makes every effort to keep personal information up to date and accurate. This may mean that at times Telecare Services staff will review the personal information held and request verification to its accuracy.

 

Individuals may contact the Telecare Services Centre Manager on 1 300 880 138 to request access to aspects of their own personal information that Telecare Services might hold. To notify Telecare Services of any changes or corrections to personal information we request this in writing.

 

          ENSURING CONFIDENTIALITY

People using Telecare Services are assured their confidential personal information will only be used for the purpose for which they have provided it. It will not be provided to any person or agency without the consent of the client or their legally designated representative.

Telecare Services will only use or disclose client's personal records when it directly relates to their care or welfare, and only then with the consent of the client involved or as required by law.

 

Information about clients contained in computer files will be stored in a password-protected manner ensuring the information is accessible only to approved personnel.

When practical, any person has the option of not identifying themselves when they communicate with Telecare Services.
 

 
        ACCESS TO RECORDS

Authorized staff of Telecare Services may have access to your records for the purpose for which the information was provided, or any purpose allowed by the Privacy Policy.

No one else, other than the client, will be permitted access to records without the consent of the client. Having given consent, the client may withdraw it at any time.

 

A request to access a client’s records must be made in writing, indicating why access is being sought. This request will be evaluated as per the requirements and conditions of the Privacy Policy. There may be instances where access is denied to certain records or aspects of records in accordance with the Privacy Policy.

 

Telecare Services is keen to ensure it adheres to the Global Privacy Policy and protects the individual’s right to privacy. The Response Centre Manager should be contacted to lodge any concerns, complaints or suggestions. A response to a complaint, concern or suggestion will be provided in a timely manner. Where a complaint requires investigation, the findings of the investigation will be discussed with the complainant.
 

 

          YOUR EXPECTATIONS OF TELECARE RESPONSE

 

You have the right to expect all Telecare Services personnel to: Be open and honest in our dealings with you; Respect your privacy and keep your personal information confidential unless disclosure is authorized by you or by the law; Use your personal information only for the primary purpose for which you are involved with Telecare Services. Satisfy your right to see and, if appropriate, amend our information about you with your consent, or deal with someone else on your behalf.