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Service update: request information

This is to inform you that as of the 1st May 2021 the way in which Subject Access Requests are handled within Provide is changing.

The new process for requesting information will be via an online portal. There are many benefits to using the portal including providing a  secure, safe place to access your requested files once the request has been fulfilled. You will also be able track the progress of your request, submit any queries and it will also ensure that we can respond to and supply the requested information as quickly as possible.

If you have any issues or would like further information please contact the team at 


COVID-19 Supplementary Privacy Notice

You can view our COVID-19 Supplementary Privacy Notice here.

How can you access your information?

Data Protection Legislation allows you to find out what information we hold about you and this includes your health records.
If you want to access your health records, click the button below and make a request via our online portal.

Make a Request

Important notes

Applications must be made in writing. A signed consent form must be sent with the application, along with appropriate identification. lt is the responsibility of the applicant to provide enough information to enable Provide to identify his/her records. Solicitors and third parties must provide evidence to show they are authorised to act on the patient’s behalf.

Time period

Once we have received your application and consent form, we will respond within one month to provide the information you have requested. Very occasionally it may not be possible to comply within this time frame, but you will be informed if this is the case within one month of receipt of your request to explain why the extension is necessary. In order to avoid a delay, please specify the nature of the information you require on the application form.

Sending the information

Unless you request otherwise, the information will be sent to you electronically via our online portal. You will need to make a one-time registration to access the secure portal to make your request and to view your records. 

Requests made on behalf of children and young people

Those with parental responsibility have a statutory right to apply for access to their children’s health records although if the child is capable of giving consent, he or she must consent to the access. We may require sight of a child’s birth certificate or a certified copy in order to establish parental responsibility.

Limited access

Current legislation allows for limited access in certain cases, such as:

  • If a clinician believes that the patient or another person would beharmed by the access, the request may be refused in part or whole.
  • Third person involvement - where a third party has divulged information in confidence to a clinician concerning the patient, and the information was given on the basis that it would not be shared with the patient, these parts of the record will not be released.
  • The patient has requested that information is not disclosed to any third party.


Information you request under a subject access request is supplied free of charge.

If you make a request for further copies of the same information we may charge a reasonable fee to cover the cost of supplying this. The fee will be based on the administrative cost of providing the information and will be advised to you at the time of your request if this is relevant.

Incorrect or incomplete information

If you feel that the information that we hold about you is incomplete or incorrect please let us know by emailing We will then raise this with the service that you received care from to respond and make any required updates to your information.


If you are dissatisfied with the way we have dealt with your request, please write to:

Provide Customer Service Team,

900 The Crescent, Colchester Business Park,
Colchester, Essex C04 9YQ.


If you are still not happy with the outcome of our review you can contact the Information Commissioners Office at:

Information Commissioners Office

Wycliffe House, Water Lane,
Wilmslow, Cheshire SK9 5AF.

t: 0303 123 1113

Further information

All of our staff and those who work with us to provide your care, have a duty to treat information about you confidentially, hold it safely and share it only when necessary in accordance with the Data Protection Legislation and the Caldicott Principles.

We have a legal duty to keep information about you confidential.

Privacy Notices

For further information about the type of information we hold about you, how we use this and how you can access it, please view our 'Your Information, Your Rights' leaflet by clicking the button right. This leaflet describes how Provide collects, uses, retains and discloses personal information. Different organisations sometimes use different terms and it can be referred to as a privacy statement, a fair processing notice or privacy notice.

For further information about how we hold prospective employees data during the recruitment process can be found here.

Call our Care-Coordination Centre on: 0300 1310 111or email us:

Available Monday to Friday 8am - 6pm

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