What is Confidentiality?
Confidentiality relates to sensitive information that we receive, or have access to whilst you receive support from DrugFAM.
Why is confidentiality important?
In order to provide a service that meets your needs, we aim to create a safe environment where people can discuss their issues openly and fully, but also have safeguards in place should we believe that someone is at risk of serious harm. It is important our clients have a clear understanding of our confidentiality statement so you can decide what information to share with us.
DrugFAM’s commitment to confidentiality
• You do not have to give your name when you use our services and you can use a pseudonym. However, as you build a trusting relationship with DrugFAM you may wish to provide us with additional details so we can provide you with continuity.
• We will not call you back unless you have specifically requested this service, this is to safeguard you.
• If we return a message from our Helpline answerphone we will not disclose what we are calling about to anyone but the original caller; that is, if a family member of the caller answers we will only disclose that we are calling from a confidential service and will try again later.
• If you live near your local support service, we will not breach confidentially by approaching you, unless you choose to talk to us.
• If we email you DrugFAM will appear in the title. If you wish for the support to remain confidential you may wish to create an address specifically for writing to us.
• If we phone or text, our number will appear on your mobile under the name you have used to save our contact details.
• If you request information to be posted, this is with your explicit consent.
What records do we keep?
We retain your personal data in line with our privacy statement. A copy is available on our website, or by contacting office@drugfam.co.uk
We are compliant with The General Data Protection Regulation (GDPR). This is a legal framework that sets guidelines for the collection and processing of personal information of individuals within the European Union (EU).
What are the exceptions to confidentiality?
We do not disclose sensitive identifiable information to third parties except in the exceptional circumstances which we have outlined below. DrugFAM will always endeavour to get your permission; however, confidentiality may be overruled and information passed on;
• The safety and welfare of children and vulnerable adults is of paramount importance to DrugFAM. If you disclose information which we believe gives us grounds for concern about a child or adult’s welfare, we will discuss this with you and identify a way to take this forward. This may include sharing information with relevant agencies.
• If you directly ask us to pass on information to someone else
• If we receive a court order requiring us to share information, or are required to do so by a nation-specific legislation
• If we receive a call about acts of terrorism and bomb warnings
• If someone threatens the safety of our staff, volunteers, or threatens the effective delivery of the helpline service
• If we feel that anyone will be a risk of serious harm if we do not break confidentiality
• Should it be considered essential to someone’s wellbeing, and we are provided with information detailing: name, location, contact details and current situation this will be passed on to the emergency services, in appropriate circumstances, where a caller is unable or unwilling to do this for themselves.
Call monitoring
* Please be aware that calls may be monitored or recorded for training and quality assurance purposes. Any call that is recorded will remain confidential within DrugFAM and deleted 30 days after recording.