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We ask that you read this privacy notice carefully as it contains important
information on who we are, how and why we collect, store, use and share
personal information, your rights in relation to your personal information and on
how to contact us and other organisations in the event you have a complaint.
Please see the section on ‘Your rights’ for more information.
In order that we can provide care services to the people we support we collect
and use certain personal information about you.
Personal information means any information about you from which you can be
identified, but it does not include information where your identity has been
removed (anonymous data).
As the ‘controller’ of personal information, we are responsible for how that data
is managed. The General Data Protection Regulation (“GDPR”), which applies in
the United Kingdom and across the European Union, sets out our obligations to
you and your rights in respect of how we manage your personal information.
As the ‘controller’ of your personal information, we will ensure that the personal
information we hold about you is:
1. used lawfully, fairly and in a transparent way.
2. collected only for valid purposes that we have clearly explained to you and
not used in any way that is incompatible with those purposes.
3. relevant to the purposes we have told you about and limited only to those
4. accurate and kept up to date.
5. kept only as long as necessary for the purposes we have told you about.
6. kept securely.
If you have any questions about this privacy notice or would like further
explanation as to how your personal information is managed, please do not
hesitate to contact us.
Please note when we refer to:
 A “public body” we mean any organisation in the United Kingdom which
delivers, commissions or reviews a public service and includes (but is not
limited to) the Ombudsman, local authorities, councils, unitary authorities,
clinical commissioning groups, health and social care trusts, the National
Health Service as well as their arm’s length bodies and regulators.
 A “social or health care professional” we mean any person who
provides direct services, acts as consultant or is involved in the
commission of your healthcare or social care services, including (but not
limited to) your General Practitioner (GP), dental staff, pharmacists,
nurses and health visitors, clinical psychologists, dieticians,
physiotherapists, occupational therapists, hospital staff, social workers
and other care and support related professionals.

The personal information we collect and use in relation to people who
enquire about and use our services
Information collected by us
When you enquire about our services and during the course of providing care
and support services to you, we collect the following personal information when
you provide it to us:
• your name, home address, date of birth and contact details together with
emergency contact details (i.e. name, relationship and home and mobile
• your allergies and any medical, physical or mental conditions and in
particular your care needs
• your likes, dislikes and lifestyle preferences in order to provide you with
suitable care.
• credit or direct debit details (if you pay for some or all of our services
using one of these methods)
Information collected from other sources
We also obtain personal information from other sources such as:
• your allergies and any medical, physical or mental conditions and in
particular your care and support needs, from any appropriate external
social or health care professionals (including your GP)
• your name, home address, date of birth, contact details, needs
assessments and financial assessments from any appropriate external
social or health care professionals (including any relevant public body
regardless of whether you are publicly funded)
• your likes, dislikes and lifestyle preferences in order to provide you with
suitable care, from your family, friends and any other person you have
nominated as your representative.
• your Attorney or Deputy (if applicable)
How we use your personal information
We use your personal information to:
• prepare, review and update a suitable care plan, describing the nature
and level of care and support services which you have requested we
supply to you
• to communicate with you, your representatives and any appropriate
external social or health care professionals about your individual needs
and personalise the service delivered to you
• make reasonable adjustments, when required, to meet your individual
needs and to ensure we have suitable facilities to ensure your safety
• invoice you for the care and support services in accordance with our terms
and conditions

• carry out quality assurance procedures, review our service and improve
our customer experience. Feedback can, of course, be provided
Who we share your personal information with
We regularly share your medical information with appropriate external social or
health care professionals (including your GP and pharmacist) and any individuals
you have nominated as your representative. This data sharing enables us to
establish the type of care and support you need. It also allows us to design the
right care package to suit your individual circumstances, including if (in future)
you decide to receive care from an alternative provider.
We will share personal information with law enforcement or other authorities if
required by law. This includes information required by public bodies to evidence
our compliance with the applicable regulatory framework. We are also required
to share personal information with external social or health care professionals,
including public bodies and local safeguarding groups (in some circumstances) to
ensure your safety.
We will not share, sell or trade your personal information with any other third
Whether information has to be provided by you, and if so why
The provision of your medical, physical or mental condition is necessary to
enable us to create a care plan and to provide you with suitable care and
support services. Without this information, we will not be able to assess your
care needs or provide any care services to you.
The provision of your name, home address is required so that we can arrange a
care worker to attend your home to deliver the services and so that we can
invoice you for the fees.
We will inform you at the point of collecting information from you, whether you
are required to provide the information to us.
How long your personal information will be kept
• we will hold the personal information kept within your client file for eight
years after your service ceases. At this point, it will be reviewed and a
decision made to retain or destroy. A record of the decision will be kept
and if it is to be destroyed, it will be treated as confidential waste and
• we will hold the personal information kept within our feedback procedure
for three years so that we can identify trends and patterns in our service

The personal information we hold
Reasons we can collect and use your personal information
We rely on the following grounds within the GDPR:
 Article 6(1)(b) – processing is necessary for the performance of our
contracts to provide individuals with care and support services
 Article 6(1)(c) – processing is necessary for us to demonstrate
compliance with our regulatory framework and the law
 Article 9(2)(h) – processing is necessary for the provision of social care
or the management of social care systems and services
as the lawful basis on which we collect and use your personal data and
special category data (such as your health).
We also rely on Article 6(1)(f) of GDPR to process your personal information
pursuit of our legitimate interest, which include corporate due diligence, service
development and innovation. This will ensure that the service you receive
remains appropriate and takes into consideration any advances in the care and
support we provide.
Your rights
Under the GDPR you have a number of important rights free of charge. In
summary, those include rights to:
• fair processing of information and transparency over how we use your use
personal information;
• access to your personal information and to certain other supplementary
information that this Privacy Notice is already designed to address;
• require us to correct any mistakes in your information which we hold;
• require the erasure (i.e. deletion) of personal information concerning you,
in certain situations. Please note that if you ask us to delete any of
your personal information which we believe is necessary for us to
comply with our contractual or legal obligations, we may no longer
be able to provide care and support services to you;
• receive the personal information concerning you which you have provided
to us, in a structured, commonly used and machine-readable format and
have the right to transmit those data to a third party in certain situations;
• object at any time to processing of personal information concerning you
for direct marketing;
• object to decisions being taken by automated means which produce legal
effects concerning you or similarly significantly affect you;

• object in certain other situations to our continued processing of your
personal information;
• otherwise restrict our processing of your personal information in certain
• claim compensation for damages caused by our breach of any data
protection laws;
For further information on each of those rights, including the circumstances in
which they apply, see the Guidance from the UK Information Commissioner’s
Office (ICO) on individuals’ rights under the General Data Protection Regulation.

How to contact us
If you would like to exercise any of those rights, please:
• email, call or write to
• let us have enough information to identify you (eg your name and
• let us have proof of your identity and address (a copy of your driving
licence or passport and a recent utility or credit card bill), and
• let us know the information to which your request relates, including any
account or reference numbers, if you have them
Keeping your personal information secure
We have appropriate security measures in place to prevent personal information
from being accidentally lost, or used or accessed in an unauthorised way. We
limit access to your personal information to those who have a genuine business
need to know it. Those processing your information will do so only in an
authorised manner and are subject to a duty of confidentiality.
We also have procedures in place to deal with any suspected data security
breach. We will notify you and any applicable regulator of a suspected data
security breach where we are legally required to do so.
If you want detailed information from Get Safe Online on how to protect your
information and your computers and devices against fraud, identity theft, viruses
and many other online problems, please visit www.getsafeonline.org. Get Safe
Online is supported by HM Government and leading businesses.
How to complain
We hope that we can resolve any query or concern you raise about our use of
your information.
The GDPR also gives you right to lodge a complaint with a supervisory authority,
in particular in the European Union (or European Economic Area) state where
you work, normally live or where any alleged infringement of data protection

laws occurred. The supervisory authority in the UK is the Information
Commissioner who may be contacted at https://ico.org.uk/concerns/ or
telephone: 0303 123 1113.
Changes to this privacy notice
This privacy notice was published on 25th May 2018 and last updated on 25 th
May 2018.
We may change this privacy notice from time to time, when we do we will inform
you by letter.
Do you need extra help?
If you would like this notice in another format (for example: audio, large print,
braille) please contact us.