Use of Patient Communication Systems (Postworks)

Care Plus Group uses a system called Postworks to support the secure sending and management of patient communications, such as appointment letters, clinical correspondence, and other information related to your care.

What is Postworks?

Postworks is a communication platform that enables healthcare organisations to create, manage and send correspondence to patients through multiple channels, including printed letters, email and SMS. It helps ensure that patients receive the right information, through the appropriate channel, in a timely and consistent way. The system also provides visibility and tracking, allowing staff to confirm when communications have been sent and through which method.

What information is processed?

When Postworks is used, it may process personal data necessary to deliver communications about your care, including:

• Personal identifiers such as your name, address, contact details and NHS number where required.
• Information relevant to your care that is included in letters or communications, such as appointment details, clinical outcomes or instructions.

This information is the same as would be included in standard patient correspondence and is only used where necessary to provide and manage your care.

What happens to the information?

Postworks is used to generate and send communications on behalf of Care Plus Group. Information may be:

• Formatted into letters, emails or other communication templates.
• Sent via print and post, or digitally depending on the communication method used.
• Tracked to confirm that communications have been dispatched.

The content of communications is also recorded in your clinical record where appropriate, in line with normal practice.

Lawful basis for processing

Care Plus Group processes your information using Postworks for the purposes of providing direct health and social care, including communicating information about your appointments, treatment and care. This is undertaken under UK GDPR using:

• Article 6(1)(e) – performance of a task carried out in the public interest.
• Article 9(2)(h) – provision of health or social care.

Data retention and storage

Postworks is used to support the delivery of communications rather than long-term storage of patient records. Personal data processed within Postworks is:

• Retained only for as long as necessary to generate, send and track communications.
• Managed in accordance with contractual and data protection requirements.

The official record of any correspondence relating to your care is held within your clinical record and retained in line with NHS Records Management Code of Practice.

Data security

We apply appropriate safeguards to ensure your information is protected:

• Access to Postworks is restricted to authorised staff.
• Communications are generated and sent using approved templates and processes.
• The system supports auditability, including confirmation of when communications are sent.
• Care is taken to ensure that communications are sent to the correct recipient, recognising the importance of protecting patient confidentiality.

Roles and responsibilities

Care Plus Group acts as the Data Controller for your personal data.

Postworks Limited acts as a Data Processor, providing services under contract and in line with UK data protection legislation and NHS data security standards.