All personal information concerning our volunteers and passengers is confidential and must not be disclosed to anybody outside Shelford Support Group except with the individuals consent or when required by law.
We will not publish the names and contact details of our volunteers. Public enquiries and journey request are channelled through our journey coordinators.
We will not as a general rule pass on names and contact details of volunteers or passengers to other organisations. In the exceptional circumstances if we think that this might be beneficial to the individual, we will still not pass on personal details without first asking consent.
Our volunteers will not discuss passengers’ circumstances with each other or outside the scheme EXCEPT that, in order to offer a safe and effective service, journey coordinators and drivers need to relay certain information to each other. For example, the coordinator may need to tell the driver whether the passenger has mobility problems, and what is the purpose of the journey (as this will effect how long the driver needs to wait for the return journey and whether the passenger may feel slightly unwell). Similarly, drivers sometimes need to feed back to the journey coordinator some information about the passenger – for example, that they found difficulty getting in a low seat, that they have difficulty hearing, that there is a difficult step to negotiate in the path, etc. any information is passed on in confidence, on a need to know basis.
If a driver has concerns about the safety or wellbeing of a passenger, then they should feed them back to the coordinator. Only in exceptional circumstances would the passengers right to absolute confidentiality be overridden. For example, it may be necessary to disclose to a health worker so that they can help with support for this individual, if the person appears to be in a situation of very high risk. Under these circumstances the coordinator may consult our Administrator or the committee as to appropriate action.
Drivers do not keep records about passengers. Our coordinators need to keep minimal notes. These are kept shut away securely, not easily accessible to other people.
If any concerns or complaints arise about scheme confidentiality, or any other aspect of our service, please refer to the journey coordinator in the first instance. If the coordinator is absent when you need them, or if a complaint concerns them, please refer to the administrator instead. If the person you contact cannot resolve your concern to your satisfaction, you may take the matter to our committees. You may also seek independent advice from a support organisation such as Care Network Cambridgeshire or the Count Councils Community Transport office.