Support hub welfare rights advice service – terms of service and privacy information
The support hub was set up in 2018 to provide information and support to Royal Free London NHS Foundation Trust (RFL) patients and carers affected by long-term health conditions.
One of the services we offer is welfare rights advice and assistance. Our advisors support an array of things including benefit applications, appeals, and housing advice.
This service is funded thanks to the generosity of Royal Free Charity donors, so there is no cost to you, the service user. If you have any questions, please email our support hub lead Liz Fowler: [email protected].
Privacy information
The below information lets you know about how we handle your personal information. If you have any questions about this, wish to make a request to see your information, exercise any of your other data protection rights, or have a complaint please contact the support hub lead, Liz Fowler: [email protected].
Please read our full privacy notice here where you can find out more about your data protection rights.
Where is my information kept?
We record and hold your information in your client file in our secure client case management database.
Do you need my consent?
We need your personal information to understand your situation. We use it to help with your enquiry or case. We are an advice service and will be working on your behalf, so we need this information to be able to support you. We will ask for your consent when opening your enquiry or case. If we have ongoing casework, we will ask you to sign a consent form agreeing we can store your information.
Who can see my personal information?
Your information can only be accessed and used by the support hub team (including welfare rights advisors, support hub lead and coordinator). We will ask for your agreement before we contact any third parties; we will ask you to provide your consent via the initial consent form. We will also give feedback to the medical professional at the Royal Free London who initially referred you about the outcome of our support with you.
Will my personal information always remain confidential?
We protect your confidentiality. However, we can share your personal information in the following circumstances:
• When there is a legal requirement – because of a law or a court order.
• Where there is an overriding public interest (e.g., to prevent serious crime or serious harm to self or other person)
• To prevent abuse to you or another person or people (e.g., physical, sexual, psychological,
financial
How long will you keep my personal information?
The support hub retains your personal information for the advice industry standard of six years. If you’d like your information removed before this, please get in touch.
What if I want more detail?
Full details can be found our privacy policy.
The below information outlines our terms of service.
If you have any queries please talk to your welfare rights advisor, or you can contact our support hub lead Liz Fowler: [email protected].
Support hub – terms of Service
Your advisor
An experienced welfare rights advisor will call you to discuss your situation. They are responsible for assessing the level of help that you need, providing general advice and sending you a follow-up email. If we are doing casework, your welfare rights advisor will be responsible for the conduct of your case. The welfare rights supervisor will be responsible for overseeing their casework.
Zero tolerance of abuse
The Royal Free Charity will not tolerate abuse or violence directed at staff or volunteers. Our staff and volunteers are dedicated to delivering for clients and have the right to work free from fear of assault or abuse in a safe and secure environment. We reserve the right to withdraw service because of abuse or violence directed at staff or volunteers.
Feedback and complaints
We are always keen to learn and improve our service. If you have any feedback or suggestions for the service, please email: [email protected].
In the unlikely event that you are dissatisfied with the quality of the service, please contact your welfare rights advisor in the first instance. If you remain dissatisfied, please email the support hub
lead Liz Fowler: [email protected]. You can find the full Royal Free Charity complaints policy our website too.
Updated: November 2023
