Privacy Policy

Provide CareCall247 is an urgent monitoring and response service delivered by Provide Care Solutions Limited which is registered with the Information Commissioner’s Office (ICO) to process personal and special categories of information under the Data Protection Act 2018 with the registration number Z6586439.

What information do we collect about you?

The information we hold may include:

· Basic details such as your name, address, date of birth and next of kin.

· Records of visits we have had with you or contact we have had with you e.g. telephone.

· Notes and reports about your health and any treatment or care you needed.

· Details about your treatment and care.

· Information from other health professionals, relatives or those who also care for you.

· Special category data: race, ethnicity, sexual orientation, religion.

· Surveys which are for the purpose of improving our service or monitoring outcomes and are not a form of marketing

How do we collect information about you?

We collect information about you in several ways:

Information you tell us:

We accept self-referrals from you as an individual, a family member or friends with your consent, or from the local authority. You will be asked for certain information when you contact us by phone or online to enable us to book you an appointment, answer your queries and to be able to provide appropriate support.

Information others tell us:

Where you are referred to us by Local Authority Commissioners and/or Integrated Care Boards, they will share relevant information about the type of support you require or have received from them, to enable us to provide an effective monitoring and response service.

How do we use your information?

We use your personal information where necessary to provide, manage and improve the CareCall247 monitoring and response service and to help protect your safety and wellbeing. This may include:

· Assessing your needs and determining the appropriate level of monitoring, response or support.

· Providing and coordinating monitoring and response services.

· Maintaining accurate records relating to your care and support.

· Assessing risks and responding appropriately to incidents or changes in your circumstances.

· Communicating with you and, where appropriate, your family, representatives, carers and other professionals involved in your care.

· Working with health and social care organisations and other relevant services where this is necessary to provide or coordinate your care and support.

· Monitoring and improving the quality and safety of our services.

· Carrying out audits, service reviews and quality assurance activities.

· Using appropriately anonymised or aggregated information for statistical analysis, service planning and service improvement.

· Training and supporting our staff.

· Supporting the commissioning and funding of care and services.

· Investigating and responding to complaints, claims, incidents and safeguarding concerns.

· Complying with legal and regulatory requirements.

· Reporting information to relevant authorities where we are legally required or permitted to do so.

· Preventing and detecting crime where this is necessary and permitted by law.

· Protecting individuals from serious harm and supporting safeguarding activities where appropriate and lawful.

· Requesting feedback from you, including through customer satisfaction and service improvement surveys.

What is our lawful basis for using your information?

We will only process your personal information where we have a lawful basis under the UK GDPR. The lawful basis we rely on will depend on the purpose for which the information is being processed. Depending on the circumstances, this may include:

Public Task – As a provider of monitoring and response services, data processing is necessary for us to perform a task in the public interest.

Contract – We need to use your personal data so that you can enter into a contract with us to provide your care.

Legal Obligation - where data processing is necessary for us to comply with a legal obligation. For example, we may need to retain certain records to comply with legal, financial, tax or regulatory requirements.

How do we process special category data?

Some of the information we process is special category data under the UK GDPR. This may include health information and, where relevant, information concerning racial or ethnic origin, religious or philosophical beliefs and sexual orientation.

Where appropriate, we may rely on the health or social care condition under Article 9(2)(h) where processing is necessary for the provision of health or social care or the management of health or social care systems and services.

We may also rely on another Article 9 condition where this is appropriate to the processing activity.

Disability VAT relief

If you apply for VAT relief or exemption in relation to eligible products or services for disabled people, we may collect and process personal information and supporting information necessary to establish eligibility and maintain the records required for VAT purposes.

Where applicable, we process this information to comply with our legal obligations under UK tax and VAT legislation.

We will only collect information that is reasonably necessary to establish eligibility and meet our legal and record-keeping obligations.

How do we hold your information?

We hold your information electronically.

Any records we hold about you are held securely and are only accessible to those who are involved in your care or have a legitimate need to access. Any access by our staff to your care records is fully audited. Our staff receive appropriate and on-going training to ensure they are aware of their personal responsibilities and have contractual obligations to uphold confidentiality, enforceable through disciplinary procedures. Staff only have access to personal information where it is appropriate to their role and is strictly on a need-to-know basis.

How long do we hold your information for?

Information is held for specified periods of time as set out in the Records Management Code of Practice for Health and Social Care and in line with relevant UK legislation.

When might we share your information?

There may be situations where we are under a duty of care to share your information.

When we are required by law to report certain information to the appropriate authorities.

We may also have to share your information when it is necessary for the prevention or detection of crime or prosecution of offenders, safeguarding or where there are serious risks to the public or our staff.

Under strict protocols we might share information with:

· Local authority social care services

· NHS hospitals and clinics

· General Practitioners (GPs) and primary care services

· Ambulance services

· Integrated Care Boards (ICBs)

· Commissioners of our services

· Community health providers

· Mental health services and NHS Mental Health Trusts

· Voluntary and community sector organisations involved in your care

· Other health and social care providers

· Relevant private sector providers involved in delivering your care or support

· Police or other emergency services where this is necessary and lawful

· Relevant regulatory, safeguarding or public authorities where required or permitted by law

We will only share information with those who have a legitimate right to know.

Is your information transferred outside of the UK?

We aim to keep your personal information within the UK wherever possible.

Where we use service providers that process or access personal information outside the UK, we will ensure that any international transfer is carried out in accordance with the UK GDPR.

Your rights

If we need to use your personal information for any reasons beyond those stated above, we will discuss this with you and ask for your permission to do so where you will have the option to agree or disagree. This is known as explicit consent. Data Protection laws gives individuals rights in respect of the personal information that we hold about you. These are:

· To ask how your personal data is being used.

· To ask for access to your information

· To ask for your information to be corrected if it is inaccurate or incomplete.

· To ask for your information to be deleted or erased. Please note that this does not apply to your care record or where we process information for public health purposes.

· To object to processing of your data in certain situations

· To ask us to restrict the use of your information for certain purposes in some circumstances.

· To request your personal information to be transferred to other providers on certain occasions.

· To not be subjected to automated decisions without human intervention.

The above rights can be requested via Provide Subject Access Request link https://provide.ams-sar.com/ or via email provide.sar@nhs.net

Should you have any further queries on the uses of your information, please speak to our Provide Group Data Protection Officer – by emailing provide.infogov@nhs.net.

If you are still unhappy with the outcome of your enquiry you can write to: The Information Commissioner, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. Telephone: 0303 123 1113