We ask that you read this policy carefully and contact us if you have any further queries. It contains information on who we are, how and why we collect your personal information and how we use, store and share this information.
Intrust Care Ltd. is a company incorporated in England and Wales with registered number 87300 whose registered address is 4 Carisbrooke Way, Kingsmead, Milton Keynes, Buckinghamshire, MK4 4BB.
Intrust Care runs services to people in their own homes from one location in Milton Keynes.
Aims of this policy
Intrust Care is required by law to tell you about your rights and our obligations regarding our collecting and processing of any of your personal information, which you might provide to us. We have a range of policies and procedures to ensure that any personal information you supply is only with your active consent and will always be held securely and treated confidentially in line with the applicable regulations. We can make these policies available to you on request.
We follow the General Data Protection Regulations (GDPR), which applies to the United Kingdom and across the European Union. In line with these regulations we will ensure that the information that we hold about you is:
- Used lawfully, fairly and in a transparent way
- Collected for purposes that have been explained to you and is not used in any way that is incompatible with these
- Accurate and updated regularly
- Kept only as long as necessary
- Kept securely
- Not passed to a third party for any purpose other than the express needs of your care
The information we collect about: a) Service users b) Employees c) Third parties
When you contact us to enquire about our services either through our website, by telephone, via e-mail, face to face, or through our social media channels and during the course of services we may provide to you, we will collect the following information:
- Service users. As a registered care provider, we must collect some personal information on our service users, including financial information, which is essential to our being able to provide effective care and support. The information is contained in individual files (manual and electronic) and other record systems, all of which are subject to strict security and authorised access policies. Personal information that becomes inactive, e.g. from enquiries or prospective users who do not enter the service is also kept securely for as long as it is needed, before being safely disposed of.
This information may include:
- Your name, date of birth, address, contact details (including telephone number & email address) and your next of kin and emergency contacts.
- Any medical, physical, or psychological conditions that you have and the care needs in relation to these
- Any allergies
- Your preferences and lifestyle choices (along with racial and ethnic origin, religious beliefs, dietary requirements, marital status, sexual orientation) so far as they are necessary in being able to provide a personalised care package to yourself.
- Financial and banking details (if you pay for our services via a credit or debit card, BACS transfer, or direct debit).
- Your feedback to questionnaires we may ask you to complete- for the purpose of improving our care services
- Any complaints, compliments or concerns that you may have about yours or a loved one’s care
- Any accidents, incidents, or near misses that may have occurred during the provision of our services- including details of any injuries or treatments.
- Employees. The service operates a safe recruitment policy to comply with the regulations in which all personal information obtained, including CVs and references, is, like service users’ information, securely kept, retained and disposed of in line with data protection requirements. All employees are aware of their right to access any information about them.
This information may include:
- Your name, date of birth, address, contact details (including telephone number & email address) and your next of kin and emergency contacts
- Any medical, physical, or psychological conditions that could affect your work and any adaptations you need us to make in relation to these
- Any allergies
- Your preferences and lifestyle choices (along with racial and ethnic origin, religious beliefs, dietary requirements, marital status, sexual orientation) so far as they are necessary in being able to offer an equal employment opportunity
- Financial and banking details (so that we can pay your wages)
- Your feedback to questionnaires we may ask you to complete- for the purpose of improving our services
- Any complaints, compliments or concerns that you may have
- Any accidents, incidents, or near misses that may have occurred during the provision of our services, or whilst in our office- including details of any injuries or treatments
- Your car insurance information
- Your DBS document
- Third parties. All personal information obtained about others associated with the delivery of the care service, including contractors, visitors, etc. will be protected in the same ways as information on service users and employees.
How we collect information
The bulk of service users’, employees’ and thirds parties’ personal information is collected directly from them or through form filling, mainly manually, but also electronically for some purposes, e.g. when contacting Intrust Care through the website.
With service users, we might continue to build on the information provided in enquiry and referral forms, and, for example, from needs assessments, which feed into care and support plans. We also collect information from third parties such as CHC (Continuing Health Care) who may contact us to see if we have the capacity to take on your care package.
With employees, personal information is obtained directly and with consent through such means as references, testimonials and criminal records (DBS) checks. When recruiting staff, we seek applicants’ explicit consent to obtain all the information needed for us to decide to employ them.
All personal information obtained to meet our regulatory requirements will always be treated in line with our explicit consent, data protection and confidentiality policies.
As with the majority of websites, we collect standard internet log information (cookies) from visitors (with your consent).
- The IP address of the user
- Details of the pages you visit on our site
- Basic details about the type of device you are using to access our site.
This information is for statistical internal purposes only, to help us understand how our website is working for and engaging with visitors, and to help us understand how many visitors the website is getting and where they are coming from. Information is anonymous and is not used to identify you as an individual.
For more information please see our Cookies policy.
What we do with personal information
We use your personal information to:
- Create, update and review your personalised care plan, ensuring that we are meeting your care needs.
- Communicate with yourself, your representatives and any other medical or social care professional that is involved in your care, for the purposes of ensuring we are providing a safe and cohesive service that meets your care needs.
- Invoice you for any care services that we provide to you, in line with our terms and conditions
- Carry out quality assurance procedures, allowing us to review and improve our services and client experience.
- Send any information about our services that we think you may be interested in- you can opt-out of this at any time.
- Notify you of any important or relevant changes to our services.
- Improve your experience of our website and ensure that we are providing useful & relevant content.
Who we may need to share your information with
All personal information obtained on service users, employees and third parties is used only to ensure that we provide a service, which is consistent with our purpose of providing a person-centred care service, which meets all regulatory standards and requirements. It will not be disclosed or shared for any other purpose.
The information we hold about you and your health conditions and care needs may need to be shared with external professionals such as your GP, District Nurses, or your Pharmacist. We also may need to share information with your nominated representative as and when required. We only share the personal information of service users, employees and others with their consent on a “need to know” basis, observing strict protocols in doing so. Most information sharing of service users’ information is with other professionals and agencies involved with their care and treatment. Likewise, we would not disclose information about our employees without their clear agreement, e.g. when providing a reference.
The only exceptions to this general rule would be where we are required by law to provide information e.g. to help with a criminal investigation. Even when seeking to notify the local authority of a safeguarding matter or the Care Quality Commission of an incident that requires us to notify them, we would only do so with consent or ensure that the information provided is treated in confidence.
How we keep your information safe
We take your privacy and security very seriously. There are a range of organisational and technical security measures in place and we have a range of policies that enable us to comply with all data protection requirements.
If you would like further information about these policies please contact us at: firstname.lastname@example.org
Under GDPR you have a number of rights, in summary, these are:
- The right to be informed– this means that we have to tell you how we collect personal information, why, how we use it, who we share it with and how it is stored.
- The right of access– you have the right to request access a copy of the personal information that we hold about you. This will be done within one month which is given to all organisations to provide this information.
- The right to rectification– if you discover that we hold personal information about you that is accurate or incomplete you can ask us to update it. As above, all organisations are given one month to complete this.
- The right to erasure– you have the right to request that we erase your personal data in certain circumstances.
- The right to restrict processing– you have the right to request that we limit the way we use personal information in certain circumstances- this is usually done as an alternative to erasure.
- The right to data portability– you are entitled to obtain and reuse your personal information for your own purposes across different services.
- The right to object– you have the right to object to the processing of personal information in certain circumstances. The organisation that holds your information, shall no longer process the personal data unless they can demonstrate compelling legitimate grounds for the processing which override the interests, rights and freedoms of yourself, or for the establishment, exercise or defence of legal claims.
- Rights related to automated decision making including profiling- if data has been collected with no human involvement, such as during profiling the rules surrounding this must have been followed. If you believe these rules have not been followed, you can challenge and request a review of the processing involved.
Click here to find out more about GDPR https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/
Post: Intrust Care, First Floor, 5 Whittle Court, Knowlhill, Milton Keynes, MK5 8FT.
Telephone: 01908 380 600