NHSGGC is carrying out validation of our waiting lists to ensure our patients continue to have the same treatment needs and that they can receive the most appropriate care in the correct place. The next phase of this work is the introduction of an automated process, with the assistance of our NetCall software.
Patients who have been referred to NHSGGC for a hospital-based outpatient appointment will automatically receive a text and/or email asking them to confirm whether they still require the appointment now, at a future date, or not at all.
Patients will only be contacted if they have been waiting for a specified number of weeks. This time period will differ across different clinical specialties and some patients may not receive a message.
The text/email will be from ‘NHS-NoReply’ and patients are asked to follow the instructions contained in the message. If you have any queries or concerns, please can contact our Referral Management Team using the following details:
If a patient tells us they no longer require an appointment, they will be removed from the waiting list and the referring GP will be notified of this.
Please support your NHS by looking out for the text message and if you receive one, respond as soon as possible. Thank you.
Frequently Asked Questions (FAQs)
What is a waiting list validation exercise?
The exercise will help us to support patients who have been waiting for their appointment to understand whether the needs of each individual remain the same as when the initial referral took place.
Why is NHSGGC undertaking this work?
In some cases, patients need to wait for a number of weeks for their appointment. This work is being carried out to ensure that everyone who is waiting for an outpatient appointment still needs one and to ensure that each patient’s personal treatment requirements remain the same as when referred.
How long after I am referred will I receive the text message?
The period of time will be different for every clinical specialty.
I have been referred for an outpatient appointment at hospital – will I be contacted?
You will receive an automated text message from NHS-NoReply asking you to click a link. This will take you to a webpage where you will be asked to confirm your preferences in relation to your appointment.
How will I be contacted?
You will be contacted directly by text message. The message will be sent from ‘NHS-NoReply’.
I have only just been referred, why do you need to know if I still need an appointment that has just been made?
Patients will not be contacted immediately. You will only be contacted when you have been waiting for a number of weeks.
Who will contact me?
You will receive an automated text message from ‘NHS-NoReply’.
What should I do when I receive the text message?
Please follow the instructions on the text message, which will ask you to click a link. This will direct you to a website where you will be asked some basic information and to confirm your intention to receive your outpatient appointment.
Who should I contact if I have any questions?
Please get in touch with our Referral Management Team using the following details:
Should I speak with my GP if I have any concerns?
If you have concerns about your personal health or referral needs, please speak with your GP. If you have concerns or questions about NHSGGC’s validation work or the text message you have received, please contact our referral management team.
What happens if I delete the text message by mistake?
Don’t worry, if this happens, please contact our Referral Management Team who will be able to help.
I forgot to respond to the text message and I’m worried that I’ve missed my appointment.
If you do not respond to the initial text message, you will receive two further follow-up messages. If a response is not received you will have a letter sent to your address. Please make sure to respond as soon as you are able.
If you do not respond to any of the text messages or letter, this may cause issues for your appointment.
I don’t have a mobile phone. What should I do?
If you do not have a mobile phone, or you haven’t provided your number, you will be contacted by email.
I don’t have a mobile phone or email address. How will I be contacted?
You will receive a letter to your home address with details of what to do.
I am a carer for a family member who have received a referral, will the text message come to me or my family member?
If you are recorded on the patient’s contact details as primary contact, the message will be sent to you. You are asked to respond on their behalf.
Managed car parking was re-introduced at many of NHSGGC’s hospital sites from Thursday 1st June 2023 during peak hours of 07:00-16:00 Monday to Friday. This action was taken to address some of the peak, weekday challenges that parking at busy hospital sites create, and in doing so strike a balance between the needs of staff, patients and visitors.
We recognise that car parking space allocation has to be properly managed to ensure that our hospitals remain accessible and so that we can minimise potential hazards for both pedestrians and other vehicles.
As was the case prior to the COVID pandemic, there is a system of permit and non-permit staff spaces, combined with allocated parking for patients and visitors as well as spaces for holders of blue badges, which can be utilised by both members of the public and staff.
Parking at our hospital sites will continue to be free for staff, patients and visitors.
The following information has been produced to give guidance to staff in relation to how the managed car parking process operates.
Frequently Asked Questions
What proportion of parking at each of our sites is dedicated to staff?
We have to ensure that there is access to parking at all of our sites for staff, patients and visitors. We have a system in place where there is an equitable distribution so that everyone who needs to access our sites and services can. Currently the share of parking for staff including both permit and non-permit at our main acute sites is as follows; Please note these figures exclude blue badge spaces, as these can be used by any blue badge holder (patient or staff).
- Glasgow Royal Infirmary – 49%
- Queen Elizabeth University Hospital and Royal Hospital for Children campus – 47%
- Gartnavel campus – 54%
- Royal Alexandra Hospital Campus – 53%
- Stobhill – 56%
- New Victoria – 40%
- West Glasgow Ambulatory Care Hospital – 44%
Can we extend the amount of parking available to staff?
Unfortunately, at many of our sites, there is no additional land available to extend car parking. A prime example of this is at the GRI. We recognise that hospital sites are often very busy and that staff need parking areas that are dedicated to you. However, our patients and visitors also need to be able to access our buildings and a managed approach is the fairest and most equitable way of ensuring everyone can park free at our sites.
There are also planning restrictions in place at many sites that prevent any expansion of parking. Find out more about the Board’s net zero targets and aims for sustainability to reduce emissions on our Sustainability webpage.
Can a park and ride system be put in place for staff so we can park offsite and travel to main acute sites to reduce the number of cars on site?
Unfortunately, NHSGGC does not own surplus estate to make such a scheme possible. We do operate an inter-site bus service for staff, which is free, so that if you are able to use public transport to one site, you can still travel between others without the need for a private vehicle.
What is the criteria for a parking permit?
Permits are for staff who have a requirement to travel off and on site for work purposes, not for travel to and from work.
Does NHSGGC have a policy for electric vehicle charging?
Information on NHSGGC Board policy on electric vehicle charging could be found here.
I have to work across more than one site, will my permit be transferrable?
Individual car parking permits issued for one site can be used at another one.
What is the criteria for use of NHSGGC pool cars?
As we are aware there has been a rise in the number of request to utilise pool cars across various areas of the board due to the increase cost of living. The Corporate Transport team have received high numbers of enquires and request for access to pool cars and for service related pool cars. These request have been managed by the Corporate Transport Team utilising where possible existing pool type cars. In some cases there has been a need to procure additional pool cars for service specific request
Pool Cars for ad hoc users
The Corporate Transport team have been working with a wide variety of service and departmental leads to identify cars/pool type cars that can be better utilised during core hours. There has been a number of services and pool cars identified through this work that would allow ad hoc pool car users to full utilise existing pool type cars within the current fleet of vehicles. Below outlines the current location, number of cars available and the contacts that should be used to book a pool car. It is recommended that booking should be made in advance where possible.
GP OOH – Caledonian House
- Booking Number – 0141 636 8412
- 6 Cars available between 8.00am – 5.00pm
- Pick up and Drop off address – Caledonia House, 140 Fifty Pitches Road, Glasgow,G51 4EB
QEUH Facilities Pool Cars
- Booking Number – 0141 354 9650
- 4 Cars available
- Pick up and Drop off address – QEUH Labs Building, 1345 Govan Road Glasgow, G51 ATF
Gartnavel Royal Hospital
- Booking Number – 0141 211 6437
- 2 Cars available between 7.00am – 6.00pm
- Pick up and Drop off address – Gartnavel Royal Hospital, 1053 Great Western Road, Glasgow, G12 0YN
Central Decontamination Unit
- Booking Number – 0141 232 2800
- 1 Car Available
- Pick up and Drop off address – Central Decontamination Unit (Cdu), 24 Finlas Street, Cowlairs Industrial Estate, G22 5DT
Central Stores/Pharmacy Distribution Centre
- Booking number – 0141 211 6560
- 2 Cars available between 7.00am – 6.00pm
- Pick up and Drop off address – 21 Dava Street, G51 2JA
Glasgow Royal Infirmary Facilities
Royal Alexandra Facilities
- Booking Number – 0141 314 7082
- 1 Car Available
- Pick up and Drop off address – Facilities Office at RAH, Corsebar Road, Paisley, PA2 9PN
Requirements to drive a Pool Car
Drivers making a booking request for the 1st time will be required to submit their driving licence, the new style photo card licence should be accompanied by the paper copy or the traditional paper copy will be sufficient. An annual driving licence inspection will be carried out by the transport department to ensure registration is maintained and active.
All drivers of NHSGGC pool cars are required by law to hold a full current driving licence, by signing the vehicle log sheet and / or in the course of driving on behalf of NHSGGC business you declare to be the holder of the appropriate licence.
All Pool Car driver must carry out a first use check on the vehicle to identify any defects, accident damage or missing parts. All users must complete the appropriate documentation that will be issued with the vehicle keys. At the end of each booking the driver is responsible for handing the vehicle back in a clean and appropriate condition. All documentation must be returned at the end of each booking with the keys. Damage and Condition of vehicles will be routinely checked with the last driver being held accountable for any un-reported damage or defect.
Future opportunities for Pool Car availability
Currently there are large numbers of vehicles not used during the out of hour’s period. Below is a list of pool type cars that if required could be accessible after 4pm but required daily at 8am.
- 10 Cars available at Royal Alexandra Hospital – Maternity – contact to be arranged.
- 4 Cars available at Vale of Leven – Maternity – contact to be arranged.
- 6 Cars available at Inverclyde Royal Hospital – Maternity – contact to be arranged
Recently developed Pool Cars
As outlined in the introduction there has been large amounts of work developed in conjunction with service leads and departments to provide Pool type cars for employees. Below outlines the services, location and number of Pool Cars place.
- Renfrewshire HSCP – 3 Cars – based at Mile End and Dykebar Hospital
- Care Home response team – 1 Car – based at 21 Dava Street Glasgow
- Barr Street – home service 2 Cars – based at Barr Street Woodside Health Centre.
- Greenock HC – nursing staff – 4 Cars – based at the Greenock Health Centre
- Police Custody Nursing Staff – 2 Cars – based at Govan Police Station
- Oral Health – Stobhill and Dykebar – 2 cars
- Leverndale Occupational Therapist – 2 Cars based at Leverndale Hospital
- Mental Health Liaison Service – 3 cars – based at QEUH, GRI and Stobhill
- QEUH Neurology Ward – 1 Car – QEUH site
Recommendation
There is further opportunity to extend pool car facilities across the board. These opportunities can first be developed by looking at ways of better utilisation of existing fleet. There are a number of small type vans that can be used at certain periods of the day and there can be further developed pool share schemes with services operating out of the same location. The recommendation would be to work with services who have regular “Grey Mileage Claims” and “Staff Taxi Use” to identify pool car facilities that can be shared and better utilised.
How do I get more information on public transport services?
Traveline Scotland provide journey planning information for public transport services across Scotland.
Are there ways I can save money for travelling to and from work by public transport?
NHSGGC staff can purchase annual season tickets for First Glasgow, SPT ZoneCard and ScotRail and repay the cost via salary deductions over the year. More information is available from Travel Plan Office.
Are there alternatives to annual tickets?
First Glasgow offer 10% discount for NHSGGC staff on 4 weekly season tickets via their First Commuter Travel Club. More information is available from Travel Plan Office.
Do NHSGGC offer any options for staff to purchase a bike?
Through Cyclescheme you can save between 25-39% on a brand new bike and accessories and spread the cost over 6, 12, 18 or 24 months through your salary. More information is available from Travel Plan Office.
Where can I get more information on car share options?
Is there any staff bus services in operation across GGC?
NHSGGC operates staff shuttle bus services, linking major sites.
Parking arrangements
NHS Greater Glasgow and Clyde has a Car Parking Policy in place at hospital sites where the demand for spaces outweighs availability. The arrangements are designed to balance the needs of staff, patients and visitors and ensure our car parks continue to be fairly and effectively managed. In relation to our sites, a visitor relates to someone visiting an inpatient or attending with an outpatient for a hospital appointment.
A 4 hour maximum stay in patient and visitor car parks operates Monday to Friday (7.30am – 4.30pm). This does not affect the vast majority of patients and visitors and arrangements can be made for the small number who require to park for longer than 4 hours.
The maximum stay does not apply to designated staff car parks set aside for permit and non-permit holding staff.
Hospitals where arrangements apply are:
- Gartnavel Hospitals Campus
- Glasgow Royal Infirmary – alternative parking is available at Duke Street multi storey (please note charges will apply at alternative locations)
- Royal Alexandra Hospital
- Queen Elizabeth University Hospital Campus and the Royal Hospital for Children, Glasgow – alternative parking is available at Ogilvie Car Parking on Hardgate Road, Monday – Friday (please note charges will apply at alternative location)
- Stobhill Hospital Campus
- Victoria Hospital ACH
- West Glasgow ACH.
Control and management arrangements will be enacted as required by local Management at all other NHSGGC sites.
Roadworks can cause delays for patients, visitors and staff travelling to our sites. Information will be posted here for major planned roadworks we have been made aware of.
The websites below also provide more information on roadworks that may have an impact on your journey. NHS Greater Glasgow and Clyde are not responsible for the content of external sites.
- Amey – (South Trunk Road Network – South West Unit), including M8 motorway
- Scottish Roadworks online – Planning, co-ordination and quality of road works in Scotland
- Tell Me Scotland – Information for planned roadworks for all local authorities in the Greater Glasgow and Clyde area
- Traffic Scotland – up to date information on traffic for the trunk road network for Scotland.
Current and forthcoming roadworks
M8 – Kingston Bridge works
Overnight roadworks/road closures continue to take place on the Kingston Bridge and surrounding approach roads of the M8 motorway. Information on current and planned works is available from Amey.
M8 Junction 24 roadworks
Amey, on behalf of Transport Scotland, are undertaking essential bridge expansion joint replacements and resurfacing works on the M8 between Junctions 24 (Helen Street) and 25 (Clyde Tunnel). This work will be completed as follows;
- Eastbound Works: Monday 15th April – Friday 26th April 2024. These works will operate under a combination of lane and hard shoulder closures.
- Westbound Works: Monday 29th April – Friday 3rd May 2024. This will involve overnight closures between 2200-0600.
Local diversions will be in place during these works. More information is available from Amey.
M77 Junction 1 roadworks April 2024
Amey, on behalf of Transport Scotland, are undertaking essential resurfacing on the northbound M77 at Corkerhill, prior to Junction 1. There will be overnight closures of the M77 northbound carriageway, between 2200 and 0600 each night, from Monday 15th April to Sunday 21st April 2024. The daytime lane closures will be in place from Tuesday 16th April till Friday 19th April and all traffic management will be removed by 0600 on Monday 22nd April. A signed diversion will be in operation. More information is available from Amey.
Emergency Roadworks Govan Road – Tuesday 16th April 2024
Scottish Gas require to carry out emergency repairs on Govan Road, at its junction with Cressy Street. This will impact on travel to and from Queen Elizabeth University Hospitals. Govan Road will be closed at the junction with Cressy Street for eastbound traffic. Westbound traffic will be unaffected, however the closure will mean that southbound traffic exiting the Clyde Tunnel will not be able to exit onto Govan Road. Signed diversions will be in place.
The closure will also affect bus services serving Govan Road. To find out more about the impact on your route, please check with relevant bus operator or Traveline Scotland.
Glasgow City – Low Emission Zones
Glasgow, in line with many other cities across Scotland, introduced a Low Emission Zones (LEZ) to reduce vehicle emissions. The LEZ has been operational in Glasgow from 1st June 2023. For more information on the LEZ, please visit Glasgow LEZ. You are able to check whether your vehicle is permitted to use the LEZ at Low Emission Zones Scotland
For up to date information on public transport, please visit Traveline Scotland. Information on active and sustainable travel options and support is available from Way to Work.
SPT – Strathclyde Regional Bus Strategy
SPT are seeking views on their proposals for the Strathclyde Regional Bus Strategy. More information on the strategy, and survey, are available from SPT. The closing date for the survey is 13th May 2024
McGill’s Buses – Service revisions
McGill’s Buses are making service revisions to a number of routes in the Johnstone area from 22nd April. These are to replace routes previously provided by Key Coaches. More information is available from McGills.
ScotRail peak time travel
ScotRail have removed peak time fares from 2nd October 2023 – 28th June 2024. This will mean far cheaper travel options for those who need to travel at peak times. More information on this is available from ScotRail.
Bus Blocker Campaign
Glasgow City Council has launched a campaign to support bus travel by discouraging parking at bus stops and in bus lanes. More information is available from Glasgow City Council.
Glasgow Bus Alliance
The Glasgow Bus Alliance is a partnership of the leading bus operators in Glasgow, and the surrounding areas, who are working together to transform the bus travel experience for current and future bus customers in the city. More information is available from Glasgow Bus Alliance.
The Community Transport Association is a UK member-based charity providing leadership, training, advice, and operational support to transport related charities, community groups and social enterprises across the UK. More information is available from Community Transport Association.
You may be entitled to help with necessary travel costs to and from hospital if you receive NHS treatment under the care of a consultant and have a low income or receive certain benefits or credits.
For more details download the NHS Scotland leaflet HCS1 – A quick guide to help with health costs. Or you can call the NHS Helpline on 0800 224488 (Monday to Friday, 8.00am to 6.00pm).
For help to plan your travel to the hospital please call Traveline on 0871 200 2233 or visit: www.travelinescotland.com
Travel Costs
Patients can claim their travel costs if they receive, Income support, Universal Credit, Income related Employment & Support Allowance, Income based Jobseekers Allowance, Guaranteed Pension Credit, named on a valid NHS Tax Credit Exemption Certificate, named on a valid NHS Exemption Certificate (HC2) or Asylum Registration Card.
Claiming travel costs
- Patients must bring proof of entitlement dated within 3 months of the appointment, (or most recent appropriate letter)
- The tickets for all your journeys will be required as evidence
- We can reimburse a mileage rate for patients using their car
- In some cases the travelling costs of an escort can be claimed
- We will not reimburse taxi fares
- Only the cheapest form of transport can be paid
- All patients travelling from the Highlands & Islands are entitled to claim some or all of their travel costs.
- If you are an inpatients, please ask your nurse for further information
- If you are an outpatients, please ask staff for further information or directions to the cash office.
Transport issues continue to have a significant impact on people’s health and their ability to access health services. NHSGGC continues to work closely with our partner organisations, including the local authorities and Strathclyde Partnership for Transport, to address any issues.
NHSGGC have developed walking and cycling maps for our Acute hospital sites.
The maps provide information for patients, visitors and staff on walking and cycling routes, public transport options and access points surrounding the sites listed below.
Please click on the links below to access and download a copy:
Direct Booking Service
Who is it for?
This service is available to you if you have a medical condition or mobility need that requires ambulance transport to get you to your healthcare appointment. The service is available to take you to and from pre-arranged hospital appointments, or for your admission and discharge to hospital. Trained staff will assess your need when you call.
How does it work?
You can book ambulance transport directly via a specialist Scottish Ambulance Service contact centre in Glasgow, where you will be able to talk to specially trained staff and request ambulance transport to and from your healthcare appointment.
- The number to call is: 0300 123 1236
- Text Relay on 18001 03001231236 – for anyone hard of hearing
Calls are charged at local rates for mobiles and landlines.
Please call as soon as you are notified of your hospital or clinic appointment.
If you need support, your carer, friend, relative or GP can make the request on your behalf.
How do I cancel a booked journey?
To cancel your journey, please call the national cancellation number at any time on
0300 123 1236, and select option 2. Calls are charged at your provider’s local rate.
Who provides this service?
The Scottish Ambulance Service.
How can I find out more?
The Scottish Ambulance Service website will give you further information on who is eligible for the service, how the service works and other transport options.
This page provides details about the various personal information we request, obtain and store. It outlines our reason for using that information, who provides us with it and how we protect it.
If you have any questions or concerns about information we hold, please see section 10. ‘Your Rights’
1 – About NHS Greater Glasgow and Clyde
NHS Greater Glasgow and Clyde (NHSGGC) is a public organisation created in Scotland under section 1 of the National Health Service (Scotland) Act 1978 (the 1978 Act). It is one of the organisations which form part of NHS Scotland (NHSS).
NHSGGC is the data controller of the personal data it processes for the purpose of the Data Protection Act 2018 along with the General Data Protection Regulation (GDPR) and is registered as a data controller with the Information Commissioner under Notification No Z8522787.
2 – About the personal information we use
We use personal information on different groups of individuals including:
- Patients
- Staff
- Contractors
- Suppliers
- Complainants, enquirers
- Survey respondents
- Professional experts and consultants
- Individuals captured by CCTV.
The personal information we use includes information that identifies you like your name, address, date of birth and postcode.
We also use more sensitive types of personal information, including information about:
- Racial or ethnic origin
- Political opinions
- Religious or philosophical beliefs
- Trade union membership
- Genetic and biometric data
- Health
- Sex life or sexual orientation.
The information we use can relate to:
- Personal and family details
- Education, training and employment details
- Financial details
- Lifestyle and social circumstances
- Goods and services
- Visual images
- Details held in the patient record
- Responses to surveys.
3 – Our purposes for using personal information
Under the 1978 Act NHSGGC has the statutory responsibility to provide or arrange for the provision of a range of healthcare, health improvement and health protection services. We are given these tasks so that we can help to promote the improvement of the physical and mental health of the people of NHSGGC and assist in operating a comprehensive and integrated national health service in Scotland.
We use personal information to enable us to provide healthcare services for patients, data matching under the national fraud initiative, research, supporting and managing our employees, maintaining our accounts and records and the use of CCTV systems for crime prevention.
On occasion we may contact you to obtain feedback on the care we provide to you, to help improve your patient experience and to provide information that we consider is appropriate to deliver our function as a Health Board, this contact may involve sending you information about appointment times, wellbeing information or general guidance information for personal care. We do not consider this as direct marketing however should you have any objections to this processing please see Section 10 of our privacy notice below on how to contact us.
4 – Our legal basis for using personal information
NHSGGC, as data controller, is required to have a legal basis when using personal information.
We consider that performance of our tasks and functions are in the public interest. So when using personal information our legal basis is usually that its use is necessary for the performance of a task carried out in the public interest, or in the exercise of official authority vested in us. In some situations we may rely on a different legal basis, for example, when we are using personal information to pay a supplier, our legal basis is that its use is necessary for the purposes of our legitimate interests as a buyer of goods and services.
Another example would be for compliance with a legal obligation to which NHSGGC is subject to, for example under the Public Health etc (Scotland) Act 2008 we are required to notify Health Protection Scotland when someone contracts a specific disease.
When we are using more sensitive types of personal information, including health information, our legal basis is usually that the use is necessary:
- For the provision of health or social care or treatment or the management of health or social care systems and services
- For reasons of public interest in the area of public health
- In order to protect the vital interests of an individual
- For reasons of substantial public interest for aims that are proportionate and respect people’s rights, for example research
- For the establishment, exercise or defence of legal claims or in the case of a court order.
On rare occasions we may rely on your explicit consent as our legal basis for using your personal information. When we do this we will explain what it means, and the rights that are available, to you. You should be aware that we will continue to ask for your consent for other things like taking part in a drug trial, or when you are having an operation.
5 – Who provides the personal information
We receive information directly from yourself or from other individuals and organisations involved in the delivery of health and care services in Scotland. These include other NHS Boards and primary care contractors such as GPs, dentists, pharmacists and opticians, other public bodies e.g. Local Authorities and suppliers of goods and services.
6 – Sharing personal information with others
Depending on the situation, where necessary we will share appropriate, relevant and proportionate personal information in compliance with the law, with the following:
- Our patients and their chosen representatives or carers
- Staff
- Current, past and potential employers
- Local Authority Services within the Health and Social Care Partnerships
- Primary Care Network
- Healthcare social and welfare organisations
- Suppliers, service providers, legal representatives
- Auditors and audit bodies
- Educators and examining bodies
- Research organisations
- People making an enquiry or complaint
- Financial organisations
- Professional bodies
- Trade Unions
- Business associates
- Police forces
- Scottish Prison Service
- Security organisations
- Central and local government
- Voluntary and charitable organisations.
During the COVID-19 (coronavirus) pandemic, personal data is used and shared by a number of NHS Organisations across Scotland, including Public Health Scotland and NHS National Services Scotland. Full details of how the data is used can be found via the links below:
7 – Transferring personal information abroad
It is sometimes necessary to transfer personal health information overseas for example if you require urgent medical treatment abroad. When this is needed information may be transferred to countries or territories around the world. Any transfers made will be in full compliance with NHSScotland Information Security Policy.
8 – Retention periods of the information we hold
Within NHSGGC we keep personal data as set out in the Scottish Government Records Management Health & Social Care Code of Practice (Scotland) 2020.
The NHS Code of Practice sets out minimum retention periods for information, including personal information, held in different types of records including personal health records and administrative records. As directed by the Scottish Government in the Records Management Code of Practice, we maintain a retention schedule which details the minimum retention period for the information and procedures for the safe disposal of personal information.
9 – How we protect personal information
We take care to ensure your personal information is only accessible to authorised people. Our staff have a legal and contractual duty to keep personal health information secure, and confidential. The following security measures are in place to protect personal information:
- All staff undertake mandatory training in Data Protection and IT Security
- Compliance with NHS Scotland Information Security Policy
- Organisational policy and procedures on the safe handling of personal information
- Access controls and audits of electronic systems.
10 – Your rights
This section contains a description of your data protection rights within NHSGGC.
NHSGGC must explain how we use your personal information. We use a number of ways to communicate how personal information is used, including:
- This Data Protection Notice
- Information leaflets
- Discussions with staff providing your care.
The right of access
You have the right to access your own personal information.
This right includes making you aware of what information we hold along with the opportunity to satisfy you that we are using your information fairly and legally.
You have the right to obtain:
- Confirmation that your personal information is being held or used by us
- Access to your personal information
- Additional information about how we use your personal information.
Although we must provide this information free of charge, if your request is considered unfounded or excessive, or if you request the same information more than once, we may charge a reasonable fee.
If you would like to access your personal information, you can do this by contacting:
Write to:
Health Records Legal Manager
NHS Greater Glasgow and Clyde
Admin Building Level 2
Gartnavel Royal Hospital
1055 Great Western Road
Glasgow
G12 0XH
Email: ggc.legalaspectsnorth@nhs.scot
Call: 0141 211 3855
Once we have details of your request and you have provided us with enough information for us to locate your personal information, we will respond to your request without delay, within one month (30 days). However If your request is complex we may take longer, by up to two months, to respond. If this is the case we will tell you and explain the reason for the delay.
For further information on how to access your health records please go to our ‘Access to Records/Seeing your notes’ page.
The right to rectification
If the personal information we hold about you is inaccurate or incomplete you have the right to have this corrected.
If it is agreed that your personal information is inaccurate or incomplete we will aim to amend your records accordingly, normally within one month, or within two months where the request is complex. However, we will contact you as quickly as possible to explain this further if the need to extend our timescales applies to your request. Unless there is a risk to patient safety, we can restrict access to your records to ensure that the inaccurate or incomplete information is not used until amended.
If for any reason we have shared your information with anyone else, perhaps during a referral to another service for example, we will notify them of the changes required so that we can ensure their records are accurate.
If on consideration of your request NHSGGC does not consider the personal information to be inaccurate then we will add a comment to your record stating your concerns about the information. If this is case we will contact you within one month to explain our reasons for this.
If you are unhappy about how NHSGGC has responded to your request for rectification we will provide you with information on how you can complain to the Information Commissioner’s Office, or how to take legal action.
The right to object
When NHSGGC is processing your personal information for the purpose of the performance of a task carried out in the public interest or in the exercise of official authority you have the right to object to the processing and also seek that further processing of your personal information is restricted. Provided NHSGGC can demonstrate compelling legitimate grounds for processing your personal information, for instance; patient safety or for evidence to support legal claims, your right will not be upheld.
Other rights
There are other rights under current Data Protection Law however these rights only apply in certain circumstances. If you wish further information on these rights download our Data Protection Notice – Other rights (PDF) document.
The right to complain
NHSGGC employ a Data Protection Officer to check that we handle personal information in a way that meets data protection law. If you are unhappy with the way in which we use your personal information please tell our Data Protection Officer using the contact details below.
Write to:
Stewart Whyte
Data Protection Officer
NHS Greater Glasgow and Clyde
1 Smithhills Street
Level 2
Paisley PA1 1EB
Email: Data.Protection@ggc.scot.nhs.uk
Call: 0141 278 4774
You also have the right to complain about how we use your personal information to the Information Commissioner’s Office (ICO).
Details about this are on their website at www.ico.org.uk.
11 – Child Friendly Privacy Notice
What is a Privacy Notice?
A privacy notice helps us tell you how NHS Greater Glasgow and Clyde use information we hold about you, like your name, address, date of birth and all of the notes the doctor or nurse makes about you in your health record.
From the age of 12 years old the law allows you to make some decisions about what we do with your information. In some situations we should ask your permission if we want to do anything with your information (this is known as processing). You can still ask an adult (like your Mum or Dad) for help with this if you don’t understand what we are asking you.
Why do we need one?
We need a privacy notice to make sure we meet the rules which are written in a law called the UK General Data Protection Regulation (UK GDPR for short).
What is the UK GDPR?
The UK GDPR is a rule that was introduced in 2021. It gives us guidelines to follow and provides you with a list of your rights, like:
- The right to be told how we use your information
- The right to be told how we make sure that the information is kept safe
- The right to ask to see the information we hold
- The right to ask us to change information you think is wrong.
We collect personal information so we know who you are and other types of information to manage a patient’s health – such as your name, address, information about your parents or guardians, records of appointments, visits, telephone calls, your health record, treatment and medicines, test results, X-rays and any other information to enable us to care for you.
We might need to share this information with other medical teams in hospitals, for example, if you need to be seen by a special doctor or sent for an X-ray. We may be asked to help with exciting medical research but we will always ask you, or your parents or adults with parental responsibility, if it’s okay to share your information.
Everyone working in the NHS knows that they need to keep your information safe. Especially the information which identifies you; this might be your name or address and anything that you come to see us about. We are not allowed to share this type of information with anyone that shouldn’t see it. This includes talking to them about it.
Under the new UK GDPR you are allowed to ask to see your health records whenever you like, we call this a Subject Access Request (SAR for short). This is normally free. To be able to see your records you will need to contact us, you can phone, email or write to us. We will ask you for some basic details so that we can make sure that we are giving this information to the right person. We will check with the doctor that it is okay for us to give you your health record and once the doctor has agreed we will give you the information within 1 month of you asking us.
After seeing your health record if you think that any of the information you see is not correct, you can ask for this information to be taken out or corrected. This can only be done if we are 100% sure that the information is NOT correct.
All of our patients, no matter what their age, can in some circumstances say that they don’t want us to share their information. If you are older than 12 and understand this decision, you are allowed to make the decision by yourself. If you’re not sure about something, you can always ask us or another adult you trust.
It is important that you tell us or any other person treating you if any of your details such as your name, address or contact details have changed. This is because we sometimes have to share your information with other people like healthcare staff or your own Doctor and we need to be sure that we are talking about the correct person.
What if I have questions?
If this doesn’t give you the information you need you can ask a member of medical staff or someone you trust.
What if I want to complain?
If you are not happy about how your information is being kept or shared, you can speak to our Data Protection Officer or a member of the Information Governance Team and explain why you want to complain. You can email us at data.protection@ggc.scot.nhs.uk
Would you like to know more?
We try to give you as much information as possible and we always make sure that the information we give you about how we use your data is up to date. Any updates will be published on this website www.nhsggc.scot
12 – Forensic Medical Service Data Protection Notice
Data Protection Notice
This data protection notice relates to the Forensic Medical Service (FMS). It applies to personal information of all individuals who are referred by Police Scotland or who self-refer for a forensic medical examination (FME) following a rape or sexual assault.
Specifically, this notice applies to personal information processed as part of an FME to support your health and wellbeing and identify your healthcare needs. It also applies to your personal information being used to support any criminal investigations and/or future prosecutions for Police Scotland referrals, or self-referrals (should you wish to report the incident to Police Scotland at a later date).
Data Controllers
For personal information processed in order to support your health and wellbeing and identify your healthcare needs, NHS Greater Glasgow & Clyde is the data controller:
J B Russell House,
Gartnavel Royal Hospital Campus
1055 Great Western Road
G12 0XH
Glasgow
For personal information collected in order to support any criminal investigation and future prosecution, Police Scotland is the data controller:
The Chief Constable of the Police Service of Scotland
Tulliallan Castle
Kincardine
Fife
FK19 4BE
NHS Greater Glasgow & Clyde will process your personal information, including sensitive information as part of the FME. For example – name, address, date of birth, postcode and information about your health such as risk of pregnancy and details of onward healthcare referrals made.
Only forensic information collected as part of the FME will be used to support any criminal investigation and future prosecution (for self-referral should you wish to report the incident to Police Scotland at a later date). We will not share your health information unless legally required to do so. This information will be kept separately from your master health record.
NHS Greater Glasgow & Clyde will process your personal information for the following purposes:
- To support your health and wellbeing and identify your healthcare needs
- To collect evidence that would support any criminal investigation and future prosecution (for self-referral should you wish to report the incident to Police Scotland at a later date)
NHS Greater Glasgow & Clyde will only process your personal information where data protection law allows us to. In order to support your health and wellbeing and identify your healthcare needs, we process your personal information under the following legal bases:
- Personal Information: Article 6 (UK GDPR) 1(e) – processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller.
- Special Category Information: Article 9 (UK GDPR) 2(h) – processing is necessary for the purposes of medical diagnosis and the provision of health or social care.
In order to collect evidence that would support any criminal investigation and future prosecution (should you wish to report the incident to Police Scotland at a later date), we process your personal information in line with Part 3 of Data Protection Act 2018 and under the following legal bases:
- Personal Information: Part 3, Chapter 2, Section 35 (DPA) 35 (2) (b): processing is necessary for the performance of a task carried out for that purpose by a competent authority.
- Sensitive Processing: Part 3, Chapter 2, Section 35 (DPA) 35 (5) (a): processing is strictly necessary for law enforcement purpose.
Personal information will be provided either:
- directly by you when you self-refer to the service.
- on occasions where you are referred to us by Police Scotland, they will share information which is necessary to support you and Police Scotland’s ongoing investigation.
NHS Greater Glasgow & Clyde will only share your information where there is a clear legal basis to do so:
- We will share limited anonymous information with Public Health Scotland for the purpose of reporting on the operation of the Forensic Medical Service;
- We may share information with relevant services/agencies as part of onward health related referrals;
- Information provided by you will not be shared with Police Scotland unless you decide to report the incident to Police Scotland. The exceptions to this are if you are:
- under 16 years of age;
- aged 17 or 18 years old and under the care of social work;
- thought to be in imminent danger.
- originally referred to the service by the police.
We may also share information when there is a perceived threat to life to someone other than yourself. All health professionals are bound by the duty of confidentiality and their own professional regulatory body.
NHS Greater Glasgow & Clyde takes care to ensure your personal information is only accessible to authorised individuals. Our staff have a legal and contractual duty to keep personal health information secure and confidential. Set out below are some example security measures:
- Access to your personal information is restricted to those who have a need to access it in order to carry out their legitimate duties.
- All staff undertake mandatory training in Data Protection and IT Security.
- Organisational policy and procedures on the safe handling of personal information.
NHS Greater Glasgow & Clyde will retain personal information collected to support your health and wellbeing and identify your healthcare needs in line with the Scottish Government Records Management Health & Social Care Code of Practice (Scotland) 2020.
NHS Greater Glasgow & Clyde will retain personal information collected to support any criminal investigation and future prosecution. After a self-referral, should you wish to report the incident to Police Scotland at a later date, the information will be held for 26 months.
Your rights
You have a number of rights under the forensic medical service along with data protection law rights. Specifically:
FMS Rights
- The right to be informed: we will explain fully what may happen to evidence collected during a forensic medical examination.
- The right to return of evidence: you have the right to request that any evidence gathered during the forensic medical examination is returned to you (that is, items which were worn or otherwise present during the incident which gave rise to the examination, but does not include for example, samples)
- The right to destruction: you have the right to request that evidence is destroyed and will be allowed a 30 day cooling off period to allow you to change your mind.
Data Protection Rights
- The right to be informed: we explain how and why we use your personal information;
- The right of access: you have the right to access your personal information;
- The right to rectification: if the personal information we hold about you is inaccurate or incomplete, you have the right to have this corrected;
- The right to restrict processing: you have the right to request that further processing of your personal information is restricted;
- The right to erasure: you have the right to request that your personal information is erased.
Some rights are not absolute and only apply in certain circumstances. For more information on your rights please see: www.ico.org.uk. If you would like to exercise your rights, you can contact the below team:
Data Protection Team
1 Smithhills Street
Paisley
PA1 1EB
Data.protection@ggc.scot.nhs.uk
Complaints about how we process your personal information
If you are unhappy about how NHS Greater Glasgow & Clyde has processed your personal information you can also contact the Data Protection Officer at the above address.
You also have the right to make a complaint to the Information Commissioner’s Office:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 0303 123 1113
https://ico.org.uk/make-a-complaint/
13 – Research and Innovation
NHSGGC is a research active organisation. We work closely with other health and social care organisations, academic partners and industry to review, inform and improve health, care and services through research. As a publically funded organisation, the research and innovation undertaken in NHSGGC must be in the public interest and necessary for scientific research.
We may use information contained in clinical records for research on health conditions, treatments and care, to audit our services against agreed standards and to help develop and improve our services.
When we do this, there are processes in place to make sure that patient confidentiality and security issues are considered appropriately. Uses of patient information for research and development are always in the public interest and subject to strict transparency, proportionality, minimisation and anonymisation principles, in line with the Information Commissioner’s Office (ICO) guidance.
Some research and innovation may process personal information without patient consent. In Scotland, the Public Benefit and Privacy Panel may review the legal basis, transparency and safeguards required for this to be approved, or there can be local ethical review by an independent committee under the West of Scotland Safe Haven REC approval. Personal information processed for research purposes within the Safe Haven, including routinely collected health data and research application data, is usually pseudonymised prior to presentation to accredited researchers. For more information see the West of Scotland Safe Haven website.
For individual Health Boards, approval for participation in national research and development work or work within the Health Board itself is approved by the Board’s Caldicott Guardian, a senior person responsible for protecting the confidentiality of patient’s health and care information and making sure it is used properly.
Research can include the provision of data, including identifiable data, to national registries for long-term analysis of trends in particular conditions for the benefit of everyone. It can also include the aggregation (bringing together) of data from different parts of the health and social care system. However, the outputs of research are always anonymous, are not used to make decisions about you personally and safeguards will be put in place to help ensure the use of your data will never be harmful to you.
Health Boards may also take part in clinical trials however your consent will always be obtained in order for you to take part in a clinical trial. Once the information is used as part of the research study, your rights to access, change or move information may not apply because the integrity, reliability and accuracy of the research could be affected. If you withdraw from a study it may not be possible to remove information about you that has already been obtained.
The legal basis for carrying out Research and Development work with patient information is UKGDPR Article 6(1)(e) and UKGDPR Article 9(2)(j) in accordance with Schedule 1 Part 1 Paragraph 4 of the Data Protection Act 2018.
For more information on Research and Innovation please contact RandDPROJECTEMAILS@ggc.scot.nhs.uk
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