Privacy Policy

Our approach to your privacy

At Raiys, protecting your privacy and confidentiality isn't just something we're required to do — it's central to how we work. We know that for many of the people we support, trust in how personal information is handled matters enormously, particularly if you've had experiences in the past of feeling observed, categorised, or judged without your say in it.

This policy explains, in plain terms, what information we collect, why we collect it, how we keep it safe, who we might share it with, and what rights you have over it. If anything here isn't clear, or you'd like more detail, please contact us — we're happy to explain further.

What information we collect

Depending on your care with us, we may collect:

• Your name, date of birth, contact details, and address
• Information about your health, including your neurodevelopmental history, symptoms, diagnosis, and treatment
• Information shared by you, or by a parent/carer, during pre-assessment questionnaires, appointments, and ongoing care
• Information from your GP, or other health professionals involved in your care, where relevant and with appropriate consent
• For CYP patients: information provided by a parent or carer, and, where relevant, information from school

Why we collect it

We only collect the information genuinely needed to provide safe, effective care. This includes:

• Carrying out your assessment and reaching a diagnostic decision
• Planning and delivering your treatment, including any medication
• Keeping you safe, including responding to any risk or safeguarding concern
• Communicating with your GP and, where relevant, other professionals involved in your care
• Meeting our legal and regulatory obligations as a healthcare provider

We do not use your information for marketing without your specific consent, and we never sell your information to anyone.

The legal basis for using your information

Because we hold health information, which UK law treats with extra care, we can only use it where we have a proper legal basis to do so. In practice, this is usually because using your information is necessary to provide you with health care, or because we have a legal duty to do so. Where neither of these applies, we will ask for your explicit consent before using your information in that way.

How we keep your information confidential

• Your information is only accessed by people who genuinely need it to provide or support your care — not by anyone else at Raiys.
• Conversations about your care always take place somewhere private, whether that's in person or remote — never somewhere your information could be overheard by people who aren't involved in your care.
• The same standard of confidentiality applies whether your appointment is in person or by video, and to how your records are stored digitally.
• We will only ever share your information without asking you first in very limited circumstances — for example, where there's a genuine and serious risk of harm to you or someone else, or where we have a legal duty to disclose it. Wherever possible, we will still try to let you know this has happened.

Who we might share your information with

With your consent, we typically share relevant information with:

• Your GP, so they have a full and accurate picture of your care
• Other health professionals directly involved in your care, where relevant
• For CYP patients, your school, where you or your parent/carer has agreed to this

We do not share your information with anyone else without a proper legal basis or your consent.

Your rights over your information

As the person the information belongs to, you have a number of rights. You can:

• Ask what information we hold about you, and see a copy of it
• Ask us to correct anything that's inaccurate or out of date
• Ask us to delete your information, in certain circumstances
• Ask us to limit how we use your information, in certain circumstances
• Object to certain uses of your information
• Complain to the Information Commissioner's Office (ICO) at any time, if you believe your rights haven't been respected

If you'd like to exercise any of these rights, please contact us — we aim to respond to requests to see your information within one calendar month.

If you're a parent or carer

Where you're contacting us on behalf of a child or young person, this policy applies to their information in the same way, with decisions about consent and access following our age-banded consent framework — for example, a young person aged 16–17 is generally treated as able to make their own decisions about their information, in the same way as an adult.

Keeping this policy up to date

We review this policy regularly to make sure it stays accurate and reflects current law and good practice. The version shown here is the one that applies at the time you access our service.