Healthwatch Staffordshire

Care Navigation Survey

Healthwatch Staffordshire is undertaking a study on behalf of the four South and East Staffordshire Clinical Commissioning Groups to find out Patients' views of Active Signposting (also known as Care Navigation). The purpose of this is to inform an evaluation of this way of working and help to improve this for patients in the future.

Active signposting (also known as Care Navigation) helps patients to see the most appropriate health professional or service first time. GP Practice Receptionists (or Care Navigators) ask patients/carers for a brief update on the reason(s) for requesting an appointment. This helps Receptionists let patients/carers know about the most appropriate professional or service that may be able to help them, which may not be a GP.  

Privacy Notice

Healthwatch Staffordshire are part of Engaging Communities Staffordshire. Engaging Communities Staffordshire are both the Data Controller and Data Processor in this instance. Simon Fogell is the Data Protection Officer.

Under the General Data Protection Regulation (GDPR), the lawful basis that we rely on for processing this information is your consent. You are able to remove your consent at any time. You can do this by contacting Healthwatch Staffordshire on the details below.

The survey will ask you about your experience of care navigation. This may lead you to sharing information about your health and care needs. The information will be anonymised to remove any personally identifiable information. We assign a unique identifier to it in case you request us to stop using it. We use the information that we collect to develop a report looking at people's experiences and feelings about care navigation and recommend actions to improve the service. We will share the report with the four CCGs who have commissioned this project as well as publishing it on the Healthwatch Staffordshire website.

As part of the survey we ask for some information about you, but you do not have to give us this information to take part in the survey. We will ask you for your age group. We use this to ensure we are reaching a range of people across Staffordshire.

Your information will be kept confidential and any feedback you give us will be anonymised. We will not share your individual details with anyone unless there is a legal reason for us to so.

We keep your name and unique identifier separately to your anonymised information, securely in our offices until it is digitised, then held on our cloud storage. Information on paper will be destroyed by cross shredding. Digitised information will be deleted. Any information that we hold about you will be destroyed three months after we share our report with the CCGs.

Your data protection rights: under data protection law, you have rights including:  

Your right of access: You have the right to ask us for copies of your personal information

Your right of rectification: You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

Your right to erasure: You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing: You have the right to ask us to restrict the processing of your information in certain circumstances.

Your right to object to processing: you have the right to object to the processing of your data in certain circumstances.

Your right to data portability: You have the right to ask that we transfer the information that you gave to us to another organsation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

Please contact us on 0800 051 8371 or if you wish to make a request.

How to complain: You can complain to the ICO if you are unhappy with how we have used you data. The ICO's address is: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Helpline 0303 123 1113.

Q2When you make appointments at your GP practice are you asked the reasons for wanting an appointment?
Q3How do you feel about being asked about the reason for needing an appointment?
Q5How do you feel about being signposted to different practitioners or services?
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