Communicating with empathy in response to data breaches

Data protection is fundamentally about people, not just systems or technology. The information we handle reflects the lives of individuals who trust us to safeguard their privacy, often during their most vulnerable moments. A data breach is never just a technical issue—it can have profound consequences for those affected.

As staff, we all play a critical role in preventing harm and ensuring that, when incidents do occur, the impact is minimised with a compassionate and effective response. Here's how we can collectively make a difference:

Our collective role:

  • Recognise the human impact: A data breach can ripple through someone's life, potentially causing emotional, financial, or personal distress. Respond with empathy and an understanding of the trust patients place in us
  • Acknowledge that a breach has occurred and act quickly: When you become aware of an incident/ data breach, promptly report it on the Radar (If unsure, report it anyway). Please provide as much information as possible; The IG team will investigate to understand the root cause and make an assessment of whether to notify the authorities within 72 hrs of becoming aware (as this is a regulatory obligation); You should communicate openly with those affected, acknowledging what has occurred in line with your “Duty of Candour” - find out more on the Duty of Candour YourSpace page.
  • Be compassionate: Be human, accessible, and empathetic when addressing those impacted by a breach. Commit to improving practices to prevent future incidents.
  • Equip yourself with knowledge: Take advantage of the IG team’s experience and resources (visit our Information Governance page on YourSpace for more information) and ask questions whenever in doubt.

Do you know that over 55% of people in the UK have had their data lost, stolen, or leaked? 33% only learned about it through the news or social media and 25% received no support from the organisation responsible.

We do not want to be that type of organisation. This highlights the importance of building trust and delivering robust responses when incidents occur.

  • Be vigilant: Treat the personal data you handle with care, knowing it represents someone’s life. Develop a culture of empathy and accountability
  • Educate yourself and others: Take advantage of the training and resources provided by the IG team to improve your knowledge.

By recognising the human dimension of data protection, you contribute to safeguarding not only information but the wellbeing and trust of our patients, service users and communities we serve.

 

Together, we can make sure that Mersey Care remains a safe and trusted custodian of personal information. For further information, please email IG@merseycare.nhs.uk for immediate support.