Families and Health Professionals

In the course of Twins Trust’s Family Crisis Support service providing support to your family and monitoring and evaluating your needs, we collect and hold certain personal information about you. We will only do so with your explicit consent and in accordance with all applicable data protection legislation, including the General Data Protection Regulation.

Information collected

The personal information collected by Twins Trust will be limited to that which is essential to allow Family Crisis Support to provide you with support. This will include:

  • Names, genders, addresses, telephone numbers and e-mail addresses of family members referred to, and who will be supported by, the Family Crisis Support service.
  • Employment, disabilities (such as physical or learning disabilities) and racial/ethnic origins.
  • Data concerning health (such as substance abuse, domestic abuse, mental health, depression, pregnancy and serious illness).
  • Details of health professional making the referral, or supporting a self-referral
  • Details of any ancillary support services/agencies being used by the family (such as family GP, health advisors, social workers, mother & baby clinics, children’s centres, CAMHS, CPN/mental health, employment, housing support, education and benefits).
  • In the case of children, we may require additional information as to whether the child is subject to an assessment of needs (such as CAF/UNOCINI) or a child care/protection plan, or is a child in need.

Twins Trust may also collect information from any individual/agency that has referred your family to us.

Twins Trust will endeavour to ensure that all personal data held in relation to data subjects is accurate and kept up-to-date. Data subjects must notify Twins Trust of changes in information held about them. Data subjects have the right to have personal data rectified without undue delay if it is inaccurate or incomplete.

How Twins Trust will use your personal information and who it will be shared with

The Family Crisis Support team will discuss your support with the appropriate members of the team and their line managers, where required. Discussions take place in a confidential setting, for the purposes of supervision and to ensure the best possible support to your family. Volunteers may share information and experiences if supporting the same family, for the sole purpose of providing further relevant support.

All information provided to Twins Trust Board of Trustees for the purpose of assessing the level of referrals, local trends or case studies shall be anonymised.

Twins Trust will, on an anonymised basis, use your personal information to demonstrate the impact of our services. This could be in the form of sharing information with a trusted third party for them to conduct a research evaluation. Any case study information shared will always be on anonymised basis unless Twins Trust have further explicit consent from you.

In the case of a self-referral to Family Crisis Support, Twins Trust will inform your supporting health professional that you have sought support from us if you are eligible (including the nature and level of such support) and provide them with general information. In the event your family has been referred to us, Twins Trust shall share the same information with your referrer (this will include any changes to the support and informing the referrer when the support comes to an end).

The details of the supporting health professional will only be used for the purposes of contacting them regarding the referral, including closing notes on completion of the case.

Twins Trust will share personal information with law enforcement or other authorities if required by applicable law (including, in line with our Safeguarding and Vulnerable Adults Policies, where there are concerns about the safety or wellbeing of a child or adult at risk and it is considered necessary for their welfare and protection).

Twins Trust will not share your personal information with any other third party without first obtaining your explicit consent.

How long your personal information will be kept

Twins Trust will keep your personal information after we have finished providing our support to respond to any questions, complaints or claims made by you or on your behalf, to show that Twins Trust and Family Crisis Support treated you fairly and/or to keep records required by law. We will not keep the information for longer than necessary. We keep different types of information for different lengths of time (further details can be found in Twins Trust’s Retention of Records policy which is available on request).

Keeping your personal information secure

Twins Trust have appropriate security measures in place to prevent your information from being accidentally lost, used or accessed in an unauthorised way. We limit access to your personal information to those who have a genuine need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality. We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

Your Rights

You have a number of important rights which you may exercise in relation to your personal information free of charge. In summary, those include rights to:

  • access your personal information and to certain other supplementary information that this Privacy Notice is already designed to address;
  • require Twins Trust to correct any mistakes in your information which Twins Trust hold;
  • require the erasure of personal information concerning you in certain situations;
  • receive the personal information concerning you which you have provided to us, in a structured, commonly used and machine-readable format and have the right to transmit those data to a third party in certain situations;
  • object at any time to the processing of personal information concerning you for direct marketing
  • object to decisions being taken by automated means which produce legal effects concerning you or similarly significantly affect you
  • object in certain other situations to our continued processing of your personal information; and
  • otherwise restrict Twins Trust’s processing of your personal information in certain circumstances.

For further information on each of these rights, including the circumstances in which they apply, visit the Information Commissioner’s Office (“ICO”) website at https://ico.org.uk/for-the-public/.

If you would like to exercise any of the rights, please email, call or write to Twins Trust using the details in ‘How to Contact Us’ below. Let us have enough information to identify you, let us have proof of your identity and address, and let us know the information to which your request relates.

How to complain

Please report any complaint to the details set out in ‘How to contact us’ below. We hope we can resolve any query or concern you raise about our use of your information. You also have the right to lodge a complaint with the ICO who may be contacted at https://ico.org.uk/concerns/ or telephone: 0303 123 1113.

How to contact us

Please contact Twins Trust if you have any questions about this Privacy Notice or the information Twins Trust hold about you as detailed below:

Email:              [email protected]

Telephone:      01252 332344

Address:          Twins Trust, Suite 7.02, One Crown Square, Church Street East, Woking, Surrey GU21 6HR