We are committed to protecting your privacy when you use Friends Care Agency.
This Privacy Notice will explain how we use information about you and how we protect your privacy.
As a team here at Friends we make sure that we respect your rights and follow the law. If you have any concerns or questions about how we look after your personal information, you can contact the team:
Telephone 01767 318086
Personal information can be anything that identifies and relates to a living person. This can include information that when put together with other information can then identify a person. For example, this could be your name and contact details.
Some information is ‘special’ and needs more protection due to its sensitivity. It’s often information you would not want widely known and is very personal to you. This is likely to include anything that can reveal your:
We may need to use some information about you to:
|Contact or feedback forms||Your name contact details including phone numbers, email address||These will be stored on paper or electronically|
||These will be stored on paper or electronically|
There are a number of legal reasons why we need to collect and use your personal information. Generally, we collect and use personal information where:
If we rely on your consent to use your personal information, you have the right to remove it at any time. If you want to remove your consent, please contact firstname.lastname@example.org and we can deal with your request.
Where we can, we’ll only collect and use personal information if we need it to deliver your care/ support or meet a requirement.
If we don’t need personal information we’ll either keep you anonymous if we already have it for something else or we won’t ask you for it. For example, in a survey we may not need your contact details we’ll only collect your survey responses.
We don’t sell your personal information to anyone else.
The law gives you a number of rights to control what personal information is used by us and how it is used by us.
We would normally expect to share what we record about you with you whenever we assess your needs or provide you with services.
However, you also have the right to ask for all the information we have about you and the services you receive from us. When we receive a request from you in writing, we must give you access to everything we’ve recorded about you.
However, we can’t let you see any parts of your record which contain:
This applies to personal information that is in both paper and electronic records. If you ask us, we’ll also let others see your record (except if one of the points above applies).
If you can’t ask for your records in writing, we’ll make sure there are other ways that you can. If you have any queries about access to your information, please contact email@example.com or call us on 01767 318086.
You should let us know if you disagree with something written in your file or assessment.
We may not always be able to change or remove that information, but we’ll correct factual inaccuracies and may include your comments in the record to show that you disagree with it.
Please contact our team using the information above the information governance team to inform us of any inaccuracies.
In some circumstances you can ask for your personal information to be deleted; for example, where:
Please note that we can’t delete your information where:
You have the right to ask us to restrict what we use your personal information for where:
When information is restricted it can’t be used other than to securely store the data and with your consent to handle legal claims and protect others, or where it’s for important public interests of the UK.
Where restriction of use has been granted, we’ll inform you before we carry on using your personal information.
You have the right to ask us to stop using your personal information for any council service. However, if this request is approved this may cause delays or prevent us delivering that service.
Where possible we’ll seek to comply with your request, but we may need to hold or use information because we are required to by law.
You have the right to ask for your personal information to be given back to you or another service provider of your choice in a commonly used format. This is called data portability.
However, this only applies if we’re using your personal information with consent (not if we’re required to by law) and if decisions were made by a computer and not a human being.
It’s likely that data portability won’t apply to most of the services you receive from Friends Care Agency Limited.
You have the right to question decisions made about you by a computer, unless it’s required for any contract you have entered into, required by law, or you’ve consented to it.
You also have the right to object if you are being ‘profiled’. Profiling is where decisions are made about you based on certain things in your personal information, e.g. your health conditions.
If and when Friends Care Agency uses your personal information to profile you, in order to deliver the most appropriate service to you, you will be informed.
The only time your information will be shared is for purposes noted above. This means for example when we apply for your criminal check, your information will be sent to the Disclosure and Barring Service, via our provider which is the United Kingdom Homecare Association (UKHCA) who also follow national guidelines regarding your personal data. Also, for inspection purposes such has Care Quality Commission and the Council. Also, certain parts of your personal data will be shared for Payroll services, who again follow data legislation. Only information that is required will be shared.
We’ll do what we can to make sure we hold records about you (on paper and electronically) in a secure way, and we’ll only make them available to those who have a right to see them. Examples of our security include:
ALL of personal information is stored on systems in our local office in the UK. WE DO NOT see any reason why your personal information would need to go outside the UK. But, if there were some occasions where your information may leave the UK either in order to get to another organisation or if it’s stored in a system outside of the EU.
We would have additional protections on your information if it leaves the UK ranging from secure ways of transferring data to ensuring we have a robust contract in place with that third party.
We’ll take all practical steps to make sure your personal information is not sent to a country that is not seen as ‘safe’ either by the UK or EU governments.
If we need to send your information to an ‘unsafe’ location we’ll always seek advice from the Information Commissioner first.
There’s often a legal reason for keeping your personal information for a set period of time, for more information on this please contact our office team
For each service the schedule lists how long, your information may be kept for. This ranges from months for some records to decades for more sensitive records.
If you have any worries or questions about how your personal information is handled please contact our team on 01767 318086
For independent advice about data protection, privacy and data sharing issues, you can contact the Information Commissioner’s Office (ICO) at:
Information Commissioner's Office
Cheshire SK9 5AF
Tel: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number.
Alternatively, visit the ICO's website www.ico.org.uk or email firstname.lastname@example.org.