Member confidentiality

When working with older people in the course of delivering services, you are likely to be introduced to personal and sometimes private information about the individual and their life. 

We have a legal obligation to ensure that the privacy and confidentiality of older people is respected, and that any personal information that they share with us / you is used only for the purposes of providing them with their care. It must not be shared with others for any other purpose, unless they have expressly consented to this.

The Golden Rules

1. Ensure your session notes and other member documents are kept private. Ensure that the device you are using to access session notes and other documents is secured by passcode, thumbprint/ facial recognition or a similar security feature.

2. You should not view, handle or pass on any information that might give you access to members' financial information, such as:

   • Credit card details

   • Internet banking details

   • Passwords of any nature

   • PINs

3. Anything a member says, you may share with the Helper Coordinator, Operations Manager or Matching Team at Lively HQ—you won’t be breaching confidentiality.

4. Share information to other Lively staff if it’s important for the member’s care. But ask the member’s permission first. This includes your session notes and other member documents.

5. Otherwise, keep information private. If you are talking about a member’s circumstances with others, be mindful of what information you are sharing and don’t use their name.