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Calling the COVID-19 Vaccination Contact Centre

Calling the COVID-19 Vaccination Contact Centre


What information do you collect from me?

When you phone the COVID-19 Vaccination Contact Centre (or when we phone you), we will ask you to provide us with some basic information such as your name, date of birth and address, telephone number and the name of your GP to help us find your patient record on our system.

What do you use my personal information for?

We need this information to provide you with the correct information and also to:

  • Create and maintain a personal health record
  • Ensure we have the right person on the phone for example if we need to call you back
  • Help staff review the care they provide to ensure it is of the highest standard
  • Teach and train staff
  • Review customer feedback, including investigating concerns and complaints
  • Conduct anonymised audits
  • Only with your consent, to contact you to gather feedback on the care you have received.

Where and how do you store my information?

All of the calls to and from the COVID-19 Vaccination Contact Centre are recorded. The recordings are stored securely on a Health Board system.

Health Board staff have a legal and professional duty to keep information about patients confidential. This includes information documented and recorded on our secure computer systems. Personal information will not be disclosed to third parties without your permission and this would be for a specific purpose and under exceptional circumstances, for example a life and death situation or where the law required information to be disclosed

What if I do not wish to give any personal information?

It is entirely your choice as to how much of your personal information you wish to share with us. You can contact us anonymously, however please consider that certain information will be required as a minimum to help us advise and help you with your query.

Are there laws that govern the use of my information?

The Data Protection Act (2018), UK General Data Protection Regulation (GDPR) 2016, the Human Rights Act (1998) and the Freedom of Information Act (2000).

How is information used for training?

To ensure our staff provide the best possible service for the population of North Wales, spending time listening to calls is an essential part of staff training and development. Please contact us if you have concerns on this.

Can I stop being contacted about the vaccination?

You can stop us contacting you about getting vaccinated (either permanently or temporarily) by notifying us by email - or by calling the COVID-19 Vaccination Contact Centre on 03000 840004.

Can I have access to my records?

You have a right of access to request the information we hold about you. Further information on accessing your personal records and patient information can be found in the list below: