ChatHealth and your information

ChatHealth will allow young people across Wiltshire to text their school nurse directly from their mobile phones for free and confidential health advice. School Nurses will receive all messages on a secure web application that they can access through a computer or tablet and will respond to messages accordingly. Initially the service will be available Monday to Friday 9am to 5pm and will be available to all 65k young people in Wiltshire. The service has the potential to be anonymous and is not a replacement for the current School Nursing service; it is an additional communication method to be used in conjunction with current practice.

Chat Health allows you, at any time of the day to:

  • Quickly get advice on a health matter
  • Communicate anonymously if preferred
  • Use text to communicate, rather than needing to physically attend a drop-in

Please remember that when you use Chat Health you take full responsibility for accessing your information. Messages may appear on other devices if they are connected and on the front of mobile devices on lock screens unless the security settings have been appropriately set by the user.

As this is an opt-in service Virgin Care Services Ltd cannot take any responsibility for any information that is left unattended, displayed on multiple devices or printed and then subsequently lost.

Click for more information on how to keep your information safe and to review the privacy notice

ChatHealth and Your Information

What information do we collect about you?

When using ChatHealth, depending on the nature of the conversation between a user and their school nurse, we may collect personal data and sensitive personal data (as described in GDPR16 and DPA18) from you.

Due to the nature of ChatHealth messages may or may not contain personal identifiable data, but will always be treated (as far as is reasonably practical to do so) as if they do contain such data in order to maintain service user confidentiality (see also the section below on who we may share information with).

Personal data is data that relates to an identifiable living person (known as a ‘data subject’).

Sensitive personal (also called special category) data relates to:

  • Racial or ethnic origin
  • Political opinions
  • Religious or philosophical beliefs
  • Trade union membership
  • Processing of genetic or biometric data
  • Data concerning health
  • Sexual orientation

How will we use the information about you?

If you decide to share personal data with us, we will only use it to help us to make a clinical decision and to offer you the necessary support. If you disclose personal identifiable data, we will upload a copy of the conversation into your clinical record, which is subject to the same rules about confidentiality as all other health care records. If the data submitted is anonymous, it will be permanently removed from the system after 28 days and stored securely by Virgin Care Services Limited in line with GDPR16 and DPA18. Who may we share your information with?

Virgin Care Services Ltd. will not share your information (other than for direct care) without your permission unless there are exceptional circumstances, such as where the health and safety of yourself or others is at risk, or where we are legally obliged to pass on information.  Any other agency receiving information from us is also under a legal duty to keep your information confidential.

Occasions when we must pass on identifying information include:

  • To the police where a court order has been issued
  • To the local health protection team for certain infections that may be dangerous to the safety of others e.g. infectious hepatitis
  • Where there are concerns about safeguarding vulnerable adults or children
  • We will always try to discuss sharing identifying information with you first unless prevented by a court order or other overriding public interest.

We will not sell or share your information for marketing purposes.

We will not transfer your personal information outside the European Economic Area.

We reserve the right to disclose your personal information to comply with applicable laws and government or regulatory bodies’ lawful requests for information.

How long will we hold your information?

If you chose not to disclose personal data we will hold a copy of the conversation for 28 days.

If you disclose your details and are aged 18 or over, your information will be uploaded into your Clinical Record which is retained for a minimum period of 10 years after the last entry in your the records.

If you are under 18, your information will be retained until your 25th birthday or for 10 years after the last entry in your medical record, whichever is the longer.

Access to your information and correction

You have the right to request a copy of the information that we hold about you.  If you would like a copy of some or all of your personal information, please email or write to us as the following address:

Head of Information Governance
Virgin Care Limited
Progressive House, The Heath Business Park
Cheshire WA7 4XJ
T: 01925 302514


You can read our Privacy Policy HERE

Keeping your personal information secure

We take the security of your personal information very seriously and have appropriate physical, technical and administrative procedures in place to help protect your personal information from unauthorised access, use or disclosure as required by law in England.