Privacy Policy

Privacy Notice 


By issuing this privacy notice, we hope to demonstrate our commitment to openness and accountability.

We recognise the importance of protecting personal and confidential information in all that we do, and take care to meet our legal and other duties, including compliance with the Data Protection Act 2018 and associated legislation.

How do we collect your information?

Your information could be collected in a number of different ways. The most common way is through a referral from an NHS or social care organisation, requesting transportation services for you. 

What information do we collect?

The information that we collect about you may include details such as:

  • Name, address, telephone, email, date of birth and next of kin
  • Details and records of treatment and care, 
  • Information about your mental health, including any areas of concern about yours or others safety
  • Information about your physical health, including any allergies, health conditions or medications being prescribed.
  • Information about your legal status under the Mental Health Act
  • Details about your care and treatment and other relevant information from people who care for you and know you well, such relatives.
  • We may also collect other information about you, such as your ethnic origin, religious beliefs, disabilities and language so we can ensure we have the right support for you on the journey. 
  • We also use CCTV in all our ambulances.

Why do we collect your information?

We collect personal and confidential information about you to support with the delivery of appropriate healthcare and treatment. In order to provide you with high quality care, we must keep records about you, your health and the care that we provide, or plan to provide to you. It is important for us to have a complete picture as this information enables us to provide the right care to meet your individual needs. We use CCTV in our vehicles for everyone’s safety, as an accurate record of your journey.

How do we keep your information safe and maintain confidentiality?

Under the Data Protection Act 2018, strict principles govern our use of information and our duty to ensure it is kept safe and secure. Your information may be stored within electronic or paper records, or a combination of both. All our records are restricted so that only those individuals who have a need to know the information can get access. This might be through the use of technology or other environmental safeguards (e.g. locks).

Any information that you provide to us in confidence will only be used in connection with the purpose for which it was provided, unless we have specific consent from you or there are other special circumstances covered by law.

All of our staff are required to protect information, inform you of how your information will be used, and allow you to decide if and how your information can be shared.

How do we use your information and why is this important?

We use your information to ensure that:

  • The right decisions are made about your care
  • Your treatment is safe and effective; and
  • We can work well with other organisations that may be involved in your care

This is important because having accurate and up-to-date information will assist us in providing you with the best possible care. 

There is also the potential for your information to help improve health care and other services across our trust and the wider NHS. Therefore, your information may also be used to help with:

  • Reviewing the care provided to ensure it is of the highest standard possible, improving care in the future for all
  • Evaluating and improving patient safety
  • Training our staff

Do we share your information with anyone else?

To help provide you with the best possible care, sometimes we will need to share your information with others. However, any sharing of information will always be governed by specific rules and laws. We may securely share your information, on a need to know basis, with your referrer, your receiving care team and sometimes another organisation for limited and specific reasons. 

Unless there are exceptional circumstances (such as a likely risk to the health and safety of others) or a valid reason permitted by law, we will not disclose any information to third parties which can be used to identify you without your consent.

Sometimes we are required by law to disclose or report certain information which may include details which identify you. This may include reporting a serious crime or safeguarding concern. Where this disclosure is necessary, only the minimum amount of information is released.

There may also be occasions when as a service we are having our quality and safety reviewed by a independent reviewer, which could involve reviewing randomly selected patient information to ensure we are compliant.

We also undertake clinical audits within the company, and your permission may be required for some of this work. If you agree to be involved, a full explanation will be given and your consent will be obtained before proceeding. Your consent may not be required if the information being used has been anonymised. This means that it cannot be used to identify an individual person.

Do you have the right to withhold/withdraw consent for info sharing?

People have the right to refuse (or withdraw) consent to information sharing at any time. This is also referred to as ‘opting out’. If you choose to prevent your information from being disclosed, it might mean the care that can be provided is limited and, in certain circumstances, it may not be possible to offer you care. The possible consequences of withholding your consent will be fully explained to you at the time should this situation occur.

You also have the right to ‘opt out’ of having your information used in any mandatory audits which the company is subjected to. If this is the case, you should write to us with your name, address, date of birth and NHS number.

How can you access the information that we hold about you?

Under the terms of the Data Protection Act 2018 and the General Data Protection Regulations 2018, you have the right to request access to the information that we hold about you. This request must be put in writing.

How to contact us with queries or concerns about this privacy notice?

If you have any queries or concerns regarding the information that we hold about you or you have a question regarding this privacy notice, please contact our team.

How long do we retain your records?

All our records are destroyed in accordance with the IGA Records Management Code of Practice for Health and Social Care 2016. We do not keep your records for longer than necessary and confidentially destroyed.

How can you make a complaint?

You have the right to make a complaint if you feel unhappy about how we hold, use or share your information. We would recommend contacting our Team Manager in the first instance to discuss your concerns. 

If you remain dissatisfied following the outcome of your complaint, we will then advise you of how to progress the complaints process independently.

Privacy Policy relating to website use

Our website address is:


To learn more about cookie use on this site, please visit this page.

Embedded content from other websites

Articles on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.

These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.

Who we share your WEBSITE USE data with

Anonymous data on your use of our website may be shared with third party analysis companies such as Google and our website administrators.

How long we retain your data

Website data is retained indefinitely. Administrators can also see and edit that information.

What rights you have over your data

Personal data is not currently collected on this website.