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NHS 119 – BRITISH SIGN LANGUAGE (BSL) SERVICE

THE VACCINATION BOOKING AND COVID PASS SERVICES ARE OPEN 08:00–20:00 EVERY DAY.

THE NHS TEST & TRACE SERVICE IS OPEN 08.00–18.00 MONDAY TO FRIDAY,
09.00–13.00 SATURDAY AND SUNDAY.

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FAQS

HOW THE SERVICE WORKS

Using your computer and webcam, or the SignVideo app on your smartphone or
tablet, you make a video call to a BSL interpreter.

The interpreter telephones an NHS 119 operative and relays your conversation
with them. The NHS 119 operative will assist you with the procedure for booking
and administering COVID-19 tests and with enquiries related to the progress of
the test results, booking COVID-19 vaccinations, and the COVID-19 Vaccination
Pass service.

This is not a clinical service. Any enquiries that require medical advice should
follow the route to contact NHS 111.

MAKING A SUCCESSFUL VIDEO CALL

You need a modern computer with a webcam, or the SignVideo app on your
smartphone or tablet, and a good broadband internet connection.

It is best if no one else is using your internet connection while you are on the
call, especially not for online games, streaming music or watching films.

If your video call fails while you are connected to the interpreter, try again.
You may need to restart your computer.

On your smartphone or tablet, tap on the NHS 119 logo:



TO GET THE SIGNVIDEO APP

Search for “SignVideo” in the Apple App Store or Google Play Store. The app is
free to download and use. You can call NHS 119 without needing to register with
SignVideo.

If you have an existing InterpreterNow username, then this will work in the
SignVideo app. The InterpreterNow app is no longer available to download.

If you already have the InterpreterNow app, it will continue to work to call NHS
119 until 31 December 2021. For an improved experience, please download the
SignVideo app as soon as possible.

HOW THE NHS USES YOUR INFORMATION…

This is a summary of why NHS 119 collects your personal information, how it may
be used and your rights.

WHAT TYPE OF INFORMATION WILL WE RECORD ABOUT YOU?

To provide you with assistance with booking or enquiring about a COVID-19 test
or vaccination through our NHS 119 service, we will collect information about
you to help us identify you.

We will record the information you provide us and store this on a computer
system.

To monitor the quality of our service, recordings of the interaction between the
interpreter and the NHS 119 operative may also be retained.

WHAT HAPPENS TO YOUR CLINICAL RECORDS?

If you ring NHS 119, we may need to share some health information about you with
your GP and additionally with other health or social care providers in order to
provide you with appropriate care. If you do not wish information about you to
be shared we will give you the opportunity to say so, however this may impact on
the services and support that can be provided to you.

The health and social care professionals involved in your treatment or care may
ask us for information about your use of our services or the treatment you
received. We will be careful about sharing information in these circumstances
and will only do so once we are satisfied that they need this information in
order to provide care to you.

HOW ELSE IS INFORMATION ABOUT YOU USED?

We use relevant information about you to help improve NHS services and the
health of the public. Your information may be used to:

 * Help staff review the assistance they provide to ensure it is of the highest
   standard
 * Teach and train staff
 * Protect the health of the public
 * Provide statistics, performance and planning information
 * Find out how many people have a particular illness or disease
 * Carry out health research and development
 * Investigate complaints, legal claims or untoward incidents

Wherever possible the information will be anonymised. If we have a requirement
to use information that does identify you we will explain how and why your
information will be used and obtain your permission.

Sometimes the law allows the NHS to share your personal information without your
permission, for example, to investigate a serious crime or to protect a child.

HOW DO YOU KNOW YOUR RECORDS WILL BE KEPT CONFIDENTIAL?

All NHS organisations have a legal duty of confidence to their patients and the
Data Protection Act 1998 further defines how we can collect and handle personal
information.

All NHS organisations are required to appoint a Caldicott Guardian to ensure
patient information is handled in accordance with legal and NHS regulations.

HOW TO OBTAIN YOUR PERSONAL INFORMATION, OR DETAILS ABOUT THE USE OF YOUR
INFORMATION

The Data Protection Act 1998 allows you to find out what information about you
is held by NHS 119. This is known as the “right of subject access”.

If you want to make a subject access request for personal data held in respect
of any services provided by NHS 119 you should make a written request to:

NHS 119 Subject Access Requests
COVID-19 Testing Contact Centre Team,
Department of Health and Social Care,
39 Victoria Street,
London
SW1H 0EU

Please note that all calls to NHS 119 are recorded for the purposes of patient
care, staff training, quality and audit purposes and untoward incidents.

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