Storage and sharing of information
All individuals who access our service are recorded onto our confidential database for audit, recording and safety purposes in compliance with the UK GDPR and the Data Protection Act 2018. This is accessed and used by staff to plan and monitor your treatment. A copy of our privacy notice is available on demand, or can be accessed here: Privacy Policy
As an NHS funded IAPT service we are also required to share anonymous data with the department of health. This is a a mandatory submission for all NHS funded care, including care delivered by independent sector healthcare providers.
This information provides a comprehensive national picture of the use of IAPT services in England and supports a variety of secondary use functions such as:
- commissioning
- clinical audit
- research
- service planning
- inspection and regulation
- monitoring government policies and legislation
- local and national performance management and bench marking
- national reporting and analysis
We share information about you (your personal data) for the Improving Access to Psychological Therapies (IAPT) Data Set, to help achieve better outcomes and experiences of care.
The data set collects information about demographics (such as postcode, date of birth, ethnic category), referral, treatment and outcomes details.
The data is securely sent to NHS Digital which is the central organisation that receives the same data from all NHS-funded IAPT services across England.
The data set is used to produce anonymised national reports that show summary numbers of, for instance, numbers of patients referred to different IAPT services across the country as well as average waiting times and outcomes.
The reports help the NHS to improve the care it provides to you and other patients. No information that could reveal your identity is used in these reports.
The data may be linked with other sources of data to support a wider range of information within these national reports, such as to investigate the relationship between IAPT services and other care services.
For more information about how NHS Digital uses IAPT data including their lawful basis for processing, how long they hold it for and your rights, please see our GDPR register.
To manage your choice about how your confidential patient information is used for research and planning, please visit the following website: https://www.nhs.uk/your-nhs-data-matters/. Alternatively, you can call 0300 303 5678.
More information about the IAPT Data Set can be found on the NHS Digital IAPT web pages.
Access to your records
If you would like to request a copy of any of the records that we keep on our system for yourself, you can request this verbally, in person, or in writing with your signature, and send this to us or drop it in to the service office. We will provide you with your records within a calendar month of receiving your request.
Confidentiality
The things we discuss in therapy is confidential within our team and only on a need to know basis. Your notes are kept on a confidential database in compliance with the UK GDPR and the Data Protection Act 2018. The only times we would need to break your confidentiality would be if it is in the best interest of the patient or public, when some other legal basis and legal justification to do so exists, required by law or if the patient gives their consent to the disclosure, but we would discuss this with you first and you would usually be fully involved in the process. All of our therapists have regular supervision to ensure they are working safely and ethically, during these sessions therapy may be discussed.
We may keep your GP or any other health care providers involved in your care updated on basic aspects of your care, such a referral dates, discharge and progress but we would not normally go into any detail about what we discuss in therapy. If you do not wish for us to keep your GP informed, please let us know.
Attendance and Cancellation Policy
Success in therapy largely depends on regular attendance. Gaps and breaks in the sessions can really impact on your progress. It is also important for us as a service to manage our waiting times and therefore every appointment we offer is important. A missed appointment is an appointment another person could have benefitted from. Sometimes is it better, if you cannot commit to regular appointments, to come back to the service when you feel more able to engage.
Due to this we have a policy for any non-attended appointments as follows: attendance policy
It is really important that if you cannot attend your appointment you give us as much notice as possible but calling us on 01924 234 860 or emailing us on [email protected].
Screening assessments – if you do not attend your first screening assessment and do not ring to cancel, you will be discharged from the service. You are welcome to re-refer yourself back, when you feel ready to attend.
Treatments, including workshops and groups – when you start your treatment your therapist will talk you through a therapy agreement which explains the cancellation policy. However if you do not attend two appointments without ringing to cancel, at any point throughout your treatment, you will be discharged. This will not affect you re-referring again in the future, should you feel more able to commit to regular appointments.
Compliments, Complaints and Feedback
Compliments
We are always keen to hear positive feedback on the services we provide. If you wish to compliment us on the service you have received then please tell your therapist or contact our frontline staff on 01924 234 860. If you wish to compliment us more formally then you can write to Turning Point Talking Therapies Wakefield, 57 Kirkgate, Wakefield, WF1 1HX or via email at [email protected].
We will always pass these comments on to the relevant individuals involved in your care.
Complaints
Should you have a complaint or concern about the service you have received from our staff, please let us know. We take all complaints seriously and have a procedure that will ensure you are listened to.
How to make a complaint:
We hope that any member of staff can sort out most problems easily and quickly, and hopefully on the spot. Please tell your therapist or contact our frontline staff on 01924 234 860. If your problem can not be sorted out in this way and you wish to make a formal written complaint, we would like you to let us know as soon as possible.
Ideally formal complaints should be addressed to Turning Point Talking Therapies Wakefield, 57 Kirkgate, Wakefield, WF1 1HX or via email at [email protected].
The complaints procedure will be explained to you, and we will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
If you feel uncomfortable about contacting us directly, please get in touch with our risk and assurance team via email at [email protected]
What happens next?
Whichever route you take you will receive an acknowledgement of your complaint, verbally or in writing, within 3 working days. We shall investigate and respond to you as quickly as possible. We will ask how you would like to be informed of the outcome.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of confidentiality and Data Protection. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note of consent, signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Share your feedback via a Google Review
If you have received support from us and would like to share your positive experiences, please leave us a review on Google here. Your feedback is invaluable for our service and for those who may be worried, anxious, or unsure about approaching us for talking therapies. We are committed to expanding our reach to those in need of support, and your review could make a significant difference. Thank you for your support.