About the organisations

Keeping Well is a partnership between Central and North West London NHS Foundation Trust (CNWL) and West London NHS Trust. We are dedicated to safeguarding and preserving your privacy when visiting our site or using our services. This privacy policy explains what happens to any personal data that you provide to us, or that we collect from you.

You may access and use this website if you agree to be legally bound by the terms set out below. If you do not agree to be legally bound by those terms please do not access and/or use www.keepingwellnwl.nhs.uk 

This site is only intended for use by people who live in England.

CNWL and its partners make decisions on what data is processed and how this will be done. This role is undertaken in accordance with the General Data Protection Regularly (GDPR) and the Data Protection Act 2018.

We may make changes to this privacy policy at any time. Changes will be posted here and are effective immediately. Regularly reviewing this page ensures that you are always aware of what information we collect, how we use it and under what circumstances, if any, we will share it with other parties.

This website is managed by the Keeping Well Service which is a partnership between Central and North West London NHS Foundation Trust (CNWL) and West London NHS Trust.

For your own personal non-commercial use you may copy, download, adapt or print off copies of the materials, information, data and other content included on www.keepingwellnwl.nhs.uk ('CNWL and West London content'). You will need to obtain permission in writing from us before you make any other use of the content.

The rights in images, trade marks, trade names, logos included on this website are owned by us and/or third parties. You will need to obtain permission in writing from the owner before you may use these images, trade marks, trade names, logos in any way.

www.keepingwellnwl.nhs.uk may provide medical information for use as information or for educational purposes. We do not warrant that information we provide will meet your health or medical requirements. It is up to you to contact a health professional if you are concerned about your health.

If you are a medical or health professional then you are encouraged to use www.keepingwellnwl.nhs.uk for general information purposes.

Under the Data Protection Act, CNWL and West London must protect any information collected from you. We use leading technologies and encryption software to protect your data, and maintain strict security standards to prevent any unauthorised access to it.

All care professionals and others working with them in care services have a legal duty to keep information about you confidential and secure and only use it for the purposes of providing and improving the care they provide. Similarly, anyone who receives information from us has a legal duty to keep it confidential. 

We collect the following information from people visiting the website:

  • Site usage information, using cookies and page tagging techniques
  •  Personal and sensitive personal data:

If you submit a request to call back form we collect your name and phone number in order to return your call. You have the option to add your gender and employer details too. The form is encrypted and mailed securely to the keeping well admin team in order for them to return your call only. The information is not stored on the website.

Our self referral form collects sensitive information such as people's names and email addresses. Following referral, this form is stored on our secure electronic clinical system (IAPTUS) in the person’s notes. The information submitted is also stored securely on our website, and is deleted after 30 days in line with information governance regulations.

Data Protection Law recognises that some categories of personal information are more sensitive. Sensitive personal information can include information about a person’s health, race, ethnic origin, political opinions, sex life, sexual orientation or religious beliefs.

If you apply to our service, we may require personal information about your health in order to provide you with the help and support.

We will only use this information:

  • For the purposes of providing you with a service in support of your health

We will share your information with those health and care partners who are directly involved in your care. These may include: 

  • local NHS hospitals
  • your GP practice
  • local voluntary and private care providers
  • urgent and emergency care services, such as NHS 111 and the London Ambulance Service 


You may be receiving care from other people as well as the NHS, for example social care services. Health and social care providers may need to receive or share some information about you if they have a genuine need. This may help them form a complete picture of your health needs and provide care and treatment that is most suited to your needs and preferences. They should only share information with your permission. 

We will not normally give your information to any other third party for any reason outside your individual care and treatment without your permission. However, there may be exceptional circumstances where we may do so, such as if someone’s health and safety is at risk or if the law requires us to pass on information. 


The legal basis for using your information

In some cases, we will only use your personal information where we have your consent or because we need to use it in order to fulfil a contract with you.

However, there are other lawful reasons that allow us to process your personal information and one of those is called ‘legitimate interests’. This means that the reason that we are processing information is because there is a legitimate interest for Keeping Well to process your information to enable us to provide you with a service. Whenever we process your personal information under the ‘legitimate interest’ lawful basis we make sure that we take into account your rights and interests.

We operate a ‘need to know’ policy.  Your information will only be seen by those who need to see it and they will only be given access to the information required to provide the best possible care.  In London and nationally there are several programmes to make sure your records are able to be shared among relevant organisations when they are providing care to you.   If care is provided by other agencies such as Social Services we will share information with them in as far as it supports your care.  If you are involved with other agencies for non-health reasons we will only share information with your permission.  Health and social care is delivered by different organisations that work separately. 

Keeping Well NWL works across organisational boundaries to provide the kind of high quality, joined up support that people expect and want.  If you don’t want your records to be shared please discuss this with your clinician.  However, if your welfare is at risk we will share information in order to help you. We will also share relevant information if we are legally required to do so. Our services are regulated by the Information Commissioner and we are regularly inspected by the Care Quality Commission, who have the responsibility to assess the quality of our services, and as part of that process the CQC may request access to your clinical records.

The information you submit is sent directly to the keeping well admin email address keepingwell.nwl@nhs.net. The information submitted is also stored securely on our website, and is deleted after 30 days in line with information governance regulations.

We only hold records about someone once they have self-referred to us.  In that case we are required by the Department of Health to keep your records for a certain amount of time after you have finished receiving care from us. This amount of time depends upon the type of care you have received from us and helps us continue your care if you need to use our services again in the future. 

Any information that is shared should not be held for longer than necessary to fulfil the purpose for which it was collected. All organisations that we work with have been assessed to ensure they have appropriate records management procedures in place and guidelines for records retention.

We may make changes to this privacy policy at any time. Changes will be posted here and are effective immediately.  You should visit this page regularly so you know:

  • What personal information we collect
  • How we use your personal information
  • When (if ever) we share your personal information with someone else

This website contains links to other NHS and non-NHS websites. This privacy policy applies to Keeping Well only.

Following a link to another website

  • When you go to another website, read the privacy policy on that website if you want to know what it does with your information. Keeping Well doesn’t pass on any of your personal information to other websites.

Following a link to this site from another website

  • When you come to this site from another website, the Trusts may get personal information about you from the other website. You should read the privacy policy of websites you visit that link you to this site if you want to know about this.

These policies will explain how they collect and use your personal information, and whether they pass this on to websites they link you to.

Third-party website content

We embed external content from third-party websites such as Youtube and Vimeo including cookies. This content is not published on our website. It is delivered using tools and services from third party sites that can be inserted into our site such as media players, RSS feeds and widgets. These websites may use cookies. Their content is subject to the privacy policy of the relevant third-party provider and not ours.

The law gives you a number of rights in relation to what personal information is used by CNWL and how it is used. These rights allow you to ask us to:

  • provide you with a copy of the personal information that we hold about you
  • correct personal information about you which you think is inaccurate
  • delete personal information about you if you think we no longer should be using it
  • stop using your personal information if you think it is wrong, until it is corrected
  • transfer your personal information to another provider in a commonly used format
  • review automated decision-making processes that have been used to make decisions about you

The right to withdraw consent and the right to erasure may not apply due to the nature of the services being provided and our basis in law for processing this data. We will consider requests to remove personal identifying information from your record to ensure that the data we do retain is anonymised, while enabling us to meet our statutory requirements.

If you require access to your records you will need to complete an application form and return to the Health Records Team with the relevant documents. You can find out how to do this here: https://www.cnwl.nhs.uk/patients-and-carers/your-information

If you still have any concerns about the way we have handled your data or are not happy with the Trust’s response to any data protection concern you have raised, you are entitled to contact the Information Commissioner’s Office as below.

The Information Commissioner's Office
Wycliffe House
Water Lane

Telephone number: 0303 123 1113

Under the Data Protection Act, CNWL and West London must protect any information collected from you. We use leading technologies and encryption software to protect your data, and maintain strict security standards to prevent any unauthorised access to it.

Cookies are small text files that are held on your computer. We use cookies to gather information to help us improve the website.

Google Analytics is an analytics product that the Trusts use to do things such as keep track of the number of visitors to the site and the length of their stay. When you visit our website, Google Analytics will deposit the cookies on your computer to enable us to obtain this information.

The metrics obtained through the use of first-party Google Analytics cookies do not include any information that would allow the Trusts to identify visitors individually to the website; the data is anonymous. The anonymised data that is collected is stored on Google’s servers.

The Google Analytics data sharing policy offers the Trusts the option to share analytics data either ‘Anonymously with Google and others’ or with ‘Google products only’. UK government websites that use Google Analytics have been advised not to select either of these options. Keeping Well Service has chosen not to share the analytics data in either of these ways.

Full details on the cookies set by Google Analytics are published on the Google website. Google also publishes a browser add-on to allow you to choose that that information about your website visit is not sent to Google Analytics.