Toolkit for businesses in England keeping customer records for NHS Test and Trace

Toolkit for businesses in England keeping customer records for NHS Test and Trace
Dan Martin
Dan MartinFreelance content creator & event hostDan Martin Content & Events

Posted: Fri 3rd Jul 2020

Enterprise Nation has been sent a detailed toolkit created by the government to help businesses in England record visitor and customer data for use by NHS Test and Trace.

The toolkit is available here and will be regularly updated. We have summarised some of the assets below.

With hospitality and other businesses allowed to open in England from tomorrow (4 July), many companies are being asked to keep details of visitors, customers and staff which can be used to detect people who have recently come into close contact with a COVID-19 sufferer.

The guidance applies to:

  • hospitality, including pubs, bars and restaurants

  • tourism and leisure, including hotels, museums, cinemas, zoos and theme parks

  • close contact services, including hairdressers, and others as defined here

  • facilities provided by local authorities, including town halls and civic centres for events, community centres, libraries and children's centres

  • places of worship, including use for events and other community activities

The guidance does not apply where services are taken off-site immediately, for example, a food or drink outlet which only provides takeaways.

If a business offers a mixture of a sit-in and takeaway service, contact information only needs to be collected for customers who are dining in. It does not apply to drop-off deliveries made by suppliers.

The government guidance is here.

Businesses are urged to keep records for 21 days of the following:

  • The names of staff who work at the premises

  • A contact phone number for each member of staff

  • The dates and times that staff are at work

  • The name of the customer or visitor. If there is more than one person, record the name of the 'lead member' of the group and the number of people in the group

  • A contact phone number for each customer or visitor, or for the lead member of a group of people

  • A customer or visitor's date of visit, arrival time and, where possible, departure time

  • If a customer will interact with only one member of staff (e.g. a hairdresser), the name of the assigned staff member should be recorded alongside the name of the customer

The government says businesses should collect information "in a way that is manageable" for the specific venue. If not collected via an advancebooking, it should be collected when people enter the premises or at the point of service if not possible to do so at the entrance.

Data should be recorded digitally if possible, but a paper record is acceptable too.

Although customers are not legally obliged to share their information, the General Data Protection Regulation allows businesses to request contact information but it must be handled correctly to protect privacy.

The government says companies should display a notice at the premises or on a website setting out what the data will be used for and the circumstances in which it might be accessed by NHS Test and Trace.

A guide to customer logging and messaging for posters and websites is here.

Tips on keeping records of staff, customers and visitors is here.

Helping founders #OpenforBusiness

Enterprise Nation has resources and case studies to help small businesses of all types reopen and trade successfully during the coronavirus pandemic:

Dan Martin
Dan MartinFreelance content creator & event hostDan Martin Content & Events
I'm a freelance content creator and event host who helps small businesses and the organisations that support them. I have 18 years of experience as a small business journalist having interviewed hundreds of entrepreneurs from billionaires like Sir Richard Branson to the founders behind brand new start-ups. I've worked for a range of leading small business publications and support groups, most recently as head of content at Enterprise Nation where I was responsible for the prolific output of content on the company's blog and social media. I'm based in Bristol where I run and host regular events with the local small business community and have strong connections to major business organisations in the south west region. In total, I've hosted over 50 events; from intimate meet-ups to conferences with an audience of hundreds including events for international brands like Facebook and Xero. I'm also a big fan of podcasts having hosted Enterprise Nation's Small Business Sessions as well as lots of online events including Facebook Live interviews, webinars and three live web chats from inside 10 Downing Street. With my partner, I co-run Lifestyle District, a lifestyle blog focused on culture, art, theatre and photography. I'm here to help. I'm volunteering free advice calls of up to an hour as part of the Recovery Advice for Business scheme, over the next 6 months. Please get in touch to see how I can help your business. 

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