Social Security Experience Panels: agency buildings

Privacy

Past research has highlighted privacy is an important consideration for Experience Panel members, particuarly when discussing sensitive information such as their health status^[19].

We asked survey respondents how important having a private space was when interacting with the agency in person. Respondents tended to feel that having a private space was very important or important when doing most tasks in agency buildings.

Almost all respondents (98 per cent) said it was very important or important to have a private space when talking about an existing benefit they were receiving. More than nine in ten respondents (92 per cent) said it was very important or important to get advice on eligibility, make complaints or ask for advice for someone else in a private space.

The situation where least respondents felt it was important to have privacy was waiting to speak to a member of staff, however half of respondents (50 per cent) still felt that privacy in this sutation was very important or important.

Table 18: Respondents views on privacy (n=166=181)

Most focus group participants felt that discussing general information and answering general enquiries did not require a private space. However if the discussion started to include private information such as health details, then they felt the client should be given the option to take the conversation to a private area.

'For just general advice in open space, but if health came up, could go to private space.'

'If someone is coming in off the street to the front desk, and the agency is just giving the client general information then this is okay at reception, but if any personal information needs to be spoken about then a private room should always be offered.'

Some participants pointed out that they, or others, could be too intimidated or nervous to ask for a private space even if they wanted one, and suggested that staff proactively offer to take clients to private spaces if talking about sensitive information.

'People may be intimidated and may not feel comfortable to ask for a private space, they may have the intention of doing this before arrival but feel too scared to do this…'

When participants were asked what a private space looked like, participants said it was a space where they could speak without risk of being overheard:

'Privacy means a space where you can speak without being overheard.'

In practice, this meant a space that 'had walls on 4 sides', however this did not necessarily mean a separate room:

'A booth might offer enough privacy if walls were high enough.'

'Pods which are sound proof are okay, but there should be a room in case people are not comfortable with this.'

Participants were generally happy with glass walls:

'Glass walls are okay, but should have blinds so there is an option to close them'.

Participants also told us what a private space should not be like. Many participants did not like screens being used to separate spaces, as they did little to stop people overhearing conversations:

'Screens don't make a difference. If two desks are together staff at one desk can hear the other.'