Download General guidance on communication including safe havens v1.1

General guidance on communication:
The purpose of this guidance is to introduce key principles that should be considered in any
use of communication tools such as fax, phone, email etc. It is backed up by more specific
guidance for each area. It also covers the use of ‘safe haven’ facilities.
Key communication principles
Ensure information is not visible to unauthorised individuals, ensure screens,
fax machines and other stores of information are away from public view.
Only use identifiable information if absolutely necessary
When sending sensitive confidential information by fax or email, inform the
recipient it is being sent, so they are aware to look out for it. This can also be
used for sending information by post.
Ensure that there is an agreed process with the recipient to check that
confidential/sensitive information has been received. This could be a call to
check a fax/email has been received, or sending a receipt for a set of patient
records sent via post, or checking a patient has been given an appointment
following the sending of a referral letter.
Always send information to a named individual where possible
If information being communicated contains identifiable information, mark the
communication as ‘private/confidential’.
When in receipt of confidential/sensitive information, ensure that it is filed
securely as soon as possible and not left around
Consider the urgency of the information that needs to be communicated to
determine what is the most appropriate method of communication. Fax is only
suitable for urgent communication, if the recipient is waiting to receive or the
receiving fax is a physical safe haven (see below).
Use of email for sensitive data is permissible in certain circumstances however
it is not a reliable method for urgent communication. It is best suited to
sending either non critical messages or where information is justifiably
required by several individuals in electronic format. The national NHS mail
system (email addresses that end ‘@nhs.net’) should be used for identifiable
patient data that is sent on a regular basis. Queries about the security of email
should be addressed to the Information Governance support function.
What are ‘safe havens’?
A safe haven is an arrangement or set of arrangements to protect sensitive information from
being accessed by unauthorised individuals. This can be managed in a number of ways:
Physical safe haven
These can be used for fax, phone or post. They are typically used for fax communications,
where the fax machine is placed in a lockable location that can only be accessed by staff
Produced by South West Commissioning Support Information Governance team
Revised April 2014 v1.2.
Contact: [email protected]
who are authorised to see the information sent to and from that location. This requires
informing senders of the status of the fax machine as a safe haven.
The same principle of physical security can be applied to telephones where the phone is in a
controlled location.
There is a practicality problem with physical safe havens. Fax and phone facilities are limited
in number and often shared. Whilst it is possible to designate one fax as a safe haven in a
health centre, there maybe multiple clinical services who need access to it. It is unlikely to
be practical for each service to have their own safe haven and therefore the benefit of a ‘safe
haven’ is to some degree eroded.
In assessing what degree of safety is required, consideration should be given to the nature
of information generally communicated. Sites should have facilities that are within staff only
areas, that provided the key principles on communication are followed, are generally safe to
send the majority of patient data to.
However some teams/areas will have a greater need for safety, and consideration should be
given to providing robust safe haven facilities for them. For example a team that regularly
communicates information such as child protection information, has a stronger argument for
investment in facilities to provide a true ‘safe haven’.
Physical safe haven facilities should be seen as an additional line of security on top of
required practice in using communications.
Produced by South West Commissioning Support Information Governance team
Revised April 2014 v1.2.
Contact: [email protected]