Date of Issue: May 2026
Review Date: May 2027
Applies To: All registered services operated by Nurse Call
Who We Are
Nurse Call provides nurse-led care and support services across East Renfrewshire and surrounding areas. We are committed to protecting and respecting your privacy and handling personal information lawfully, fairly and securely.
We are registered with the Care Inspectorate and comply with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
If you have any questions about this policy or how your information is handled, please contact:
Carol Bell
Data Protection Lead
Nurse Call
3 Pilmuir Holdings, Malletsheugh Road, Newton Mearns, Glasgow, G77 6PS
Email: info@nurse-call.co.uk
Telephone: 0141 639 1802
Website: nurse-call.co.uk
Our Commitment To You
We take the privacy and security of personal information seriously. We only collect, use and share information where we have a lawful basis to do so.
This may include:
• Providing care and support services
• Meeting legal and regulatory obligations
• Protecting the safety and wellbeing of Clients
• Managing contracts and business operations
• Improving the quality and safety of services
• Communicating with Clients, families, staff and professionals
The Types of Information We May Collect
Depending on the service provided, we may collect and process:
• Contact details
• Dates of birth
• Health and care information
• Medication and medical history
• Emergency contact details
• Financial and invoicing information
• Preferences relating to care and support
• Complaints, incidents or safeguarding information
• Power of Attorney or legal representative details
• Website and technical usage data, including cookies and IP addresses
How We Collect Information
We may collect information:
• Directly from Clients or their representatives
• Through referrals from healthcare professionals or local authorities
• During assessments, care planning or service provision
• Through our website, telephone calls, emails or forms
• From professionals involved in a Client’s care where appropriate and lawful
How We Use Personal Information
We may use personal information to:
• Deliver safe and effective care services
• Develop care plans and risk assessments
• Communicate with Clients, families and professionals
• Manage staffing and scheduling
• Process payments and invoices
• Meet safeguarding, legal and regulatory obligations
• Investigate complaints, incidents or concerns
• Improve service quality and client experience
• Maintain business records and accounts
Lawful Basis For Processing
Under UK GDPR, we process personal information using lawful bases including:
• Performance of a contract
• Compliance with legal obligations
• Legitimate interests
• Provision of health and social care
• Protection of vital interests
• Consent, where required
Where special category information such as health data is processed, this is handled in accordance with UK GDPR and health and social care legislation.
Sharing Information
We only share information where necessary, lawful and proportionate.
This may include sharing information with:
• GPs and healthcare professionals
• Local authorities and safeguarding teams
• Regulatory bodies including the Care Inspectorate
• Payroll, accounting or IT providers
• Emergency services
• Legal or insurance representatives where required
We do not sell personal information to third parties.
Website Cookies
Our website may use cookies and analytics tools to improve website performance and user experience.
Cookies may collect information such as:
• Browser type
• Device information
• Website usage patterns
• IP address
You can manage cookie settings through your web browser. Disabling cookies may affect parts of website functionality.
Marketing Communications
We may occasionally contact individuals about services, updates or relevant information where lawful to do so.
You may opt out of marketing communications at any time by contacting info@nurse-call.co.uk or using unsubscribe links where provided.
How We Store and Protect Information
We use appropriate physical, electronic and organisational security measures to protect personal information from loss, misuse, unauthorised access or disclosure.
Information is only accessed by authorised individuals who require it for legitimate work purposes.
How Long We Keep Information
Records are retained in accordance with legal, regulatory, safeguarding and operational requirements.
Retention periods may vary depending on the type of information and applicable legislation.
Your Rights
Under UK GDPR, individuals may have the right to:
• Access personal information
• Request correction of inaccurate information
• Request erasure in certain circumstances
• Restrict or object to processing
• Request data portability where applicable
• Withdraw consent where consent is relied upon
Requests relating to personal information can be made by contacting info@nurse-call.co.uk.
Complaints
If you are unhappy with how your information has been handled, please contact Nurse Call in the first instance so we can try to resolve the concern.
You also have the right to contact the Information Commissioner’s Office (ICO):
www.ico.org.uk
Changes To This Policy
This policy may be updated periodically to reflect changes in legislation, guidance, operational practice or service delivery.
The latest version will always be available on our website.
Reviewed and approved by Nurse Call Management Team
Contact
Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to info@nurse-call.co.uk.
Duty of Candour Report- Nurse Call
Duty of Candour Report
Nurse Call
Reporting Period: May 2025 to May 2026
Introduction
Nurse Call is committed to promoting a culture of openness, honesty, learning and continuous improvement. We recognise the importance of supporting Clients, families and staff when unintended or unexpected incidents occur and are committed to meeting our obligations under the organisational Duty of Candour.
This report has been prepared in accordance with the Health (Tobacco, Nicotine etc. and Care) (Scotland) Act 2016 and the Duty of Candour Procedure (Scotland) Regulations 2018.
Duty of Candour Incidents
During the reporting period, Nurse Call did not experience any unintended or unexpected incidents which met the statutory Duty of Candour threshold under the Duty of Candour Procedure (Scotland) Regulations 2018.
As no Duty of Candour incidents occurred during this reporting period, no Duty of Candour procedures required to be formally undertaken.
Assessment of the Duty of Candour Procedure
As no Duty of Candour incidents occurred during the reporting period, no assessments relating to the carrying out of the organisational Duty of Candour procedure were required.
Policies and Procedures
Nurse Call maintains a Duty of Candour Policy and Procedure which was reviewed and updated in May 2026.
The organisation ensures that staff understand their responsibilities in relation to openness, transparency and incident reporting. Duty of Candour principles are incorporated into induction, supervision, policy review and ongoing training processes.
Training
All staff receive Duty of Candour awareness training as part of induction and are required to complete relevant learning and development, including TURAS learning resources where appropriate. Refresher training and policy review form part of the organisation’s ongoing training programme.
Learning and Improvement
As no notifiable Duty of Candour incidents occurred during the reporting period, no specific service changes were required as a result of Duty of Candour investigations.
Nurse Call remains committed to reviewing incidents, complaints, feedback and safeguarding concerns to support continuous learning and improvement across the service.
Publication
This report is published in accordance with Scottish statutory requirements relating to the organisational Duty of Candour.
Approved by:
Carol Bell
Director & Registered Nurse
Nurse Call
Date: May 2026