Privacy Policy


HILLSVIEW CARE SERVICES LTD recognizes the right of Service Users to be left alone, undisturbed, and free from intrusion and public attention. The Service User also has a right to privacy with regard to both their personal affairs and their belongings. Staff will ensure that the human rights
of individuals are upheld and work in accordance with professional codes of conduct and company policy and procedures. Intentional breaches of privacy will be investigated fully, and appropriate bodies informed, and lessons learnt.



  • The needs of the Service User surrounding privacy will always be considered during the pre- assessment planning stage to ensure that HILLSVIEW CARE SERVICES LTD can effectively meet the person’s needs
  • The assessment should include information about the Service User that can be shared and with whom it can be shared
  • Preferred Service User wishes must be communicated to other relevant staff at HILLSVIEW CARE SERVICES LTD
  • Where possible, the pre-assessment process must be completed in a private area where the Service User can feel able to discuss areas of their care needs freely

Service User Rights

  • Service User choices about their privacy will be respected at all times and all information relating to the Service User will be treated in a confidential manner
  • HILLSVIEW CARE SERVICES LTD recognizes the right of Service Users to be left alone, undisturbed, and free from intrusion and public attention. The Service User also has a right to privacy in both their personal affairs and in relation to their belongings

Staff Expectation, Behaviour and Professionalism

  • Staff will follow professional codes of conduct as well as the policies and procedures at HILLSVIEW CARE SERVICES LTD when considering privacy for Service Users
  • Staff will only discuss Service Users in the work environment if it is for the purpose of assessment, management, and evaluation of care
  • Staff will not discuss any aspect of the Service User’s care outside of the work environment Records Management
  • Records will be designed, used, and stored in a manner which assures privacy
  • Records will be made available to the Service User’s principal Care Worker and family according to the wishes of the Service User
  • Staff can refer to the Record Keeping Policy and Procedure for further information and guidance
  • All personal information will be recorded, stored, and disposed of in line with data protection laws.

Promoting a Private Environment

  • The Service User’s personal room will have a lock fitted which is appropriate to their needs, and the Service User will be provided with a key unless a documented risk assessment indicates that this is contraindicated. Decisions in this respect will be recorded in the Service User’s Care Plan and signed as agreed by the Service User or their advocate
  • All Service Users will have access to a locked cabinet in their room, or to a locked cash box
  • Service Users will always be offered privacy for personal discussions
  • Temporary, removable signage will be considered as a measure of good practice, to advise people if personal care is being delivered in a Service user room

Personal Care and Privacy

  • Particular attention will be given to preserving privacy in the use of bathrooms, toilets and when supporting any aspect of personal care. At the same time, health and safety and personal risk management will be considered and discussed
  • Screening and curtains will be used in shared rooms and public areas in order to ensure privacy during personal care and moving and handling
  • Any personal and sensitive items that may be deemed as necessary care equipment (such as continence aids, catheters, dressings) must be kept out of public view at all times to ensure that privacy is maintained
  • Where clothing is removed to assist the Service User with personal care, modesty draping should always be used to respect the individual’s privacy and dignity
  • Staff will always knock on Service Users’ doors and await for a response before entering the room
  • Staff should be sensitive to matters of age, disability, marriage and civil partnership, gender reassignment, race, religion or belief and sex when undertaking personal care tasks. They should ensure that these protected characteristics are fully understood and that any personal wishes related to them are fully respected

Photography and Filming

  • Staff can refer to the policies available with regard to privacy and photography, filming and the use of CCTV at HILLSVIEW CARE SERVICES LTD and to relevant CQC guidance.

Breach in Privacy

  • Any breach of the privacy of a Service User will be considered a serious event. The incident will be fully investigated in accordance with local procedures. Disciplinary action will be taken where the incident is considered to have been caused with intent
  • Breaches of privacy of a serious nature will be referred to the local Safeguarding Board and a regulatory notification will be completed by the registered manager or a delegated other who has the relevant skills, knowledge, and experience.
  • Any building or equipment fault which reduces the privacy of any Service User must be reported immediately to a senior member of staff
  • Breaches of privacy will be recorded, investigated, and reported. Where lessons are learned, changes are introduced to mitigate and eliminate the risk of reoccurrence

Training and Education

  • Privacy forms part of the Care Certificate for health care support workers. New staff who have not already completed this will be expected to achieve this unit
  • Staff will be expected to review their professional code of conduct and be aware of what this means in practice
  • Privacy will form part of the supervision process agenda at HILLSVIEW CARE SERVICES LTD as well as staff and Service User meetings in order to review practice, seek feedback and determine quality assurance

Capacity and Privacy

  • The same rights of privacy apply to individuals who are assessed as lacking capacity. Therefore, staff must do the following:
  • Establish any previously expressed views or wishes of the individual regarding privacy from family and others
  • Service User behaviours must be observed to identify what the preferences may be for that individual wishing to have privacy
  • Continue to follow the core principles and practices as detailed within this policy, if deemed to be in the best interests of the Service User to do so (in accordance with the Mental Capacity Act) when weighing up privacy and refer to associated policies and procedures for further guidance.



  • In literal terms, privacy is defined as a state in which one is not observed or disturbed by other people or the state of being free from public attention
  • For the purposes of health and social care, privacy is very personal and means different things to different people. Therefore, in order to respect people, privacy services need to be personalised as much as possible

Care Certificate

  • The Care Certificate identifies a set of standards that social care and health workers follow. It describes the minimum standards that should be covered as part of the induction and training of new care workers

Human Rights

  • Human rights are the basic rights and freedoms that belong to every person in the world, from birth until death. They apply regardless of where you are from, what you believe or how you choose to live your life. They can never be taken away, although they can sometimes be restricted; for example, if a person breaks the law, or in the interests of national security
  • These basic rights are based on values like dignity, fairness, equality, respect, and independence. But human rights are not just abstract concepts, they are defined and protected by law. In Britain, our human rights are protected by the Human Rights Act 1998