Health and social care

• Set Standards of service
• Be open and provide full information
• Consult and involve
• Encourage access and the promotion of choice
• Treat all fairly
• Put things right when they go wrong
• Use resources effectively
• Innovate and improve
• Work with other providers

How to contact us

A social worker is part of the Primary Care Team at every GP surgery in Herefordshire. Ask your surgery to put you in touch.

Or phone one of our central contact numbers:

• For Older and Disabled People's services in Ross, Ledbury and Bromyard contact 01432 383251.
• For Older and Disabled People's services in Leominster and the Golden Valley contact 01432 260660.
• For Older and Disabled People's services in Hereford City contact 01432 261627.
• For Mental Health services contact 01432 361600.
• For Learning Disability services contact 01432 373200.

If you want help from our children and families service:

Telephone the Duty Social Worker for Children & Families on 01432 261628.

If you are interested in becoming a Foster Carer or an Adoptive Parent contact our Resources Team on 01432 262835.

In an emergency:

For emergencies outside normal office hours, you should telephone the emergency duty teams on:

• Adult social care - tel: 0330 1239309
• Children's social care - tel: 01905 768020

Children's Resource Directory

This directory lists statutory and voluntary organisations offering services to young people, children and families in Herefordshire. Use the link to search the Children's Resource Directory.

Access to Personal Records, Personal Information, Your records and how to see them

The law gives you the right to see information that is kept about you. However, some information is restricted. We can tell you more about this if it affects you.

We help many people with personal and family difficulties, which are often complicated. To do this we ask for and keep information about you and your circumstances. This is confidential, but may be shared with other professionals working to meet your needs.

What sort of information is kept?

Everyone needing help is asked about themselves, their personal and family circumstances and, for some services, their financial position. This information is filed, with information given by other people (eg. doctors and teachers) and notes of any work done.

Can other people see my file?

No. Other people, including family, can only see your file if you agree. Nor can you see information about members of your family without their permission. This applies whether you are an adult or young person.

In some circumstances, a parent may have access to a child's file, when the child is too young to make their own request and where it is on the child's behalf.

How do I see my file?

You can ask at any time. We will then arrange for you to see your file. Ask the member of staff who is working with you, or write to either the Director of Children's Services (for access to a child's file) or the Director of Adult & Community Services (for access to an adult's file) at the address below.

If we have helped you in the past, but you have no contact with us now, you should write and ask either the Director of Children's Services or the Director of Adult & Community Services. It helps if you put your full name, date of birth and the address you lived at when we last worked with you. If you need help to do this, please ask at any Council office, or contact the People's Advocacy Network.

Once we have all the information from you, we must respond to your request within 40 days. If we do not, you have the right to complain to the Information Commissioner.

Is there anything I cannot see?

Sometimes information is given confidentially. This can include reports from family doctors or hospital consultants, health visitors and members of the public. We must respect this and cannot let you see the information unless we have permission from the person who gave it. If their permission is withheld for an inappropriate reason you should still be able to see the information. Very occasionally, we might withhold information from you if we have reason to believe it may be harmful to you.

What if I think the information is wrong?

If you think any facts about you, or your family, are not true, you should tell us and if they are wrong they will be corrected. If you do not agree with something written about you, your own views can be added.

Is there a charge?

We do not charge you to see your records, but you will have to pay for any photocopies. This will never be more than £10 in total.

How long are records kept?

Some records are destroyed after three years from our last contact with you. Other records have to be kept longer and these include records of children who have been in care or who have been adopted.

What if I am not happy?

If you are unhappy with the way your request has been handled, we have a complaints procedure which you can follow. Our leaflet explains about this. Please ask for it at any office if you have not been given a copy.

Addresses

Director of Adult & Community Services
The Herefordshire Council, Brockington Offices, Hafod Road, Hereford HR1 1SH
Tel: 01432 260000

Director of Children's Services
The Herefordshire Council, Brockington Offices, Hafod Road, Hereford HR1 1SH
Tel: 01432 260000

People's Advocacy Network
Advocacy House, 103/104 East Street, Hereford HR1 2LW
Tel: 01432 263757/261165
E-mail: Advocacy@herefordshire.com

Information Commissioner
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Tel: 01625 545745
Fax: 01625 524510
E-mail: mail@ico.gov.uk

This information can be made available in other languages and formats, such as audio tape, large print or Braille. Please ask your social worker or at any Social Services office.