Information we hold about our customers
Access to your social care record
You have a right to see personal information about your social care record held by Manchester City Council and we have a responsibility to keep it confidential.
What information do we keep about you?
If you receive or have received social care and support from Manchester City Council your social care record will contain:
- Basic details about you such as your name, address and date of birth
- The names and contact details of your close relatives and carers
- Information about your health, your ability to carry out day-to-day tasks, and your home situation
- Letters, notes and reports about the support we provide for you and about the help you need
- Plans for providing support, and details of support you receive
- Things that other organisations (such as health or other care services) tell us about your situation to help us to better understand your needs.
How we use and store your information
We record your information in an electronic database called MiCARE, and we may also hold some paper-based information about you.
Your records are protected by the Data Protection Act 1998. Records are confidential and we have a duty to keep them safe. Wherever we are working with other people to plan and provide your care, we will need to share information with them to help us do this.
This might include your doctors, other health service staff and independent care providers. You will be asked to agree that we can do this when your assessment starts. We will only share the information that is needed for this purpose.
Can anyone else see my records?
In most situations, other people must have your permission before we can give them information about you. This includes:
- Your family
- The Department of Works and Pensions, the Child Support Agency or Inland Revenue
- Council Tax Officers
- The Police, unless it relates to a very serious crime
But there are some circumstances when we are obliged to share information without your permission, for example
- To protect you or another person
- For the administration of justice
- To meet other legal obligations.
These are very rare cases, and we will only pass on the minimum information, that is legally required.
Your rights to see your records
You have the right to see any of the information we hold about you except:
- Information that identifies people other than you, unless they give their consent
- Information that could lead to the risk of serious harm to you or someone else
- Information about some legal matters such as confidential advice or serious crime.
These are all unusual cases. Normally, we will let you see what we have on your file about you. You do not have the right to see anything about other members of your family that may be kept on your file.
How you can see your records
Get in touch with us in the following ways:
If you want to see social care records for an adult, email: email@example.com
If you want to see social care records for a child, email: firstname.lastname@example.org
or write to:
Directorate for Families, Health and Wellbeing
P.O. Box 532
You will need to provide us with:
- Your contact details to help us check your identity
- If the enquiry is about another living person, written confirmation that you are acting on their behalf
- Any information that will help us find the information you want, such as
- Name of the place where you last had contact with the department (for example a local office)
- The approximate date of your last contact with the department
- Your name or address at that time if it has since changed
- The name of the social worker or other member of staff who you dealt with.
You will receive a reply within seven days from our receipt of the request. If we do not have enough information to find your file, we will ask for more details.
Once we have the right file, you will receive a letter within 40 days to arrange for you to see your file. Before we can show you any personal information, we will need to see proof of your identity. This must generally be at least two items, including:
- a passport, driving licence or other document containing a photograph and signature, and
- an official document that clearly shows your address (for example, a recent utility bill).
If your file includes information about your health, we will have to ask the hospital or doctor for permission to show it to you. If it takes more than 40 days to get this permission, we will write to you to explain the delay.
We will not normally charge you to see your records. If you want copies of information in the file, the cost is £10.
If you are dissatisfied with the way your request to see your record has been dealt with, you should write to the Customer Care Officer, explaining what is wrong. They will arrange for another senior manager to review what has happened and any decisions made to refuse to show you information in your records.
If you are still dissatisfied and believe that we have not met our obligations under the Data Protection Act, you can complain to the Information Commissioner:
Information Commissioners Office