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Royal Cornwall Hospital NHS Trust

Enhancing Security and Privacy at the Royal Cornwall Hospitals NHS Trust with Identity Cloak
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Introduction

The Royal Cornwall Hospitals NHS Trust (RCHT) is one of Cornwall’s largest healthcare providers. It provides secondary care services across multiple sites. Its main facility, the Royal Cornwall Hospital in Truro, operates approximately 750 inpatient beds and delivers a wide range of essential services, from outpatient appointments to emergency care.

At the heart of the Trust’s operations is a commitment to patient safety, confidentiality and compliance.

One of those responsible is Natasha Quick, the Trust’s Security Lead and Local Security Management Specialist (LSMS). Under her direction, RCHT is continually strengthening its physical security.

The Trust also places a high priority on digital defences and another department has recently earned national recognition for excellence in cyber security within the public sector.

Since 2022, the Trust has been using Facit’s Identity Cloak - cutting-edge redaction software - as part of its broader crime prevention and data protection strategy.

The Challenge

Balancing Security, Compliance and Compassion

Hospitals operate in environments where confidentiality, privacy and protection are not just obligations - they are ethical imperatives. For RCHT, ensuring that video footage from CCTV systems complies with GDPR and data protection laws is a crucial part of maintaining trust with patients, visitors and staff.

Although the Trust receives relatively few Subject Access Requests (SARs) - instances where individuals request access to footage that contains their personal data - every request demands absolute precision and confidentiality.

Without a streamlined process for redaction, responding to a SAR can be time-consuming and stressful, particularly for small teams. Having too many manual redaction requirements can also introduce the risk of human error, potential GDPR breaches GDPR and fines of up to £20,000.

Looking ahead, RCHT expects the SAR landscape to become even more complex:

  • The introduction of Martyn’s Law could increase the volume of SARs, particularly around security and emergency preparedness footage.

  • The planned rollout of body-worn cameras for staff may further raise awareness of recorded environments and, in turn, drive more footage requests.

As Natasha Quick explains, hospitals are pressurised environments where emotions can run high: “People are ill, anxious and sometimes intoxicated - and being filmed can make them more aware of their surroundings. We need to be ready to handle any data requests quickly and professionally.”

The Solution: Implementing Identity Cloak Redaction Software

To strengthen its response capability and maintain compliance, the Trust implemented Identity Cloak, Facit’s automated redaction solution.

The software enables RCHT to blur or remove identifiable details - such as faces, full bodies or vehicle registration plates - from video footage while retaining critical evidence. Identity Cloak ensures that when a SAR or external footage request is received, the Trust can respond quickly, securely and in line with GDPR requirements.

Natasha Quick and her team also rely on Identity Cloak for broader security needs:

  • Routine SARs can be processed quickly and efficiently, for example, SARs related to minor incidents like car park accidents that prompt insurance claims.

  • Police requests, such as those from Devon and Cornwall Police for missing person investigations, can be fulfilled promptly. When required for public settings like coroners’ courts, Identity Cloak ensures that all individuals not relevant to the case are redacted appropriately.

“The software is incredibly easy to use, it’s so intuitive. We just upload the video, set our preferences, and let the automation do the work. As a small team, we simply don’t have the time to make lots of manual adjustments. Identity Cloak saves us hours.”

Natasha Quick

Security Lead and Local Security Management Specialist (LSMS)

Beyond usability, the Trust appreciates Facit’s support ecosystem, including regular webinars, an extensive resource centre and opportunities to connect with peers at industry events such as the National Association for Healthcare Security Conference. These forums help the Trust stay ahead of evolving security trends and compare redaction tools on the market.

The Results: Compliance, Confidence and Continuity

The adoption of Identity Cloak has delivered several tangible benefits for RCHT:

  • Improved compliance
    The Trust can process footage in full accordance with GDPR and data privacy laws.

  • Faster response times
    SARs and police requests are handled efficiently and minimise the administrative burden.

  • Operational resilience
    The redaction tool forms part of RCHT’s business continuity strategy and ensures preparedness for future legislation and technology changes.

  • Peace of mind
    Knowing the right system is in place has significantly reduced stress for the security team.

  • Cost-effectiveness
    By preventing potential fines and streamlining workflows, the software provides excellent value at a manageable annual cost.

Natasha Quick sums up the value of Identity Cloak best:

“Having Identity Cloak gives us real peace of mind. Without it, handling a SAR would be incredibly stressful - and we’d face the added pressure of sourcing and procuring a new system at short notice. Now, we know we’re prepared.”

Conclusion

For the Royal Cornwall Hospitals NHS Trust, investing in Identity Cloak wasn’t just about compliance, it was about best practice, future readiness and protecting people’s privacy in an efficient, compassionate and responsible way.

By combining strong leadership, proactive planning and the right technology, RCHT continues to set an example of how healthcare organisations can manage complex security and privacy challenges with confidence and care.

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