Horizon Live-in Care
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.
We are Horizon Live-in Care, a sister company of Horizon Homecare (Southern) Ltd. In order that we can provide care and support 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:
- Used lawfully, fairly and in a transparent way.
- Collected only for valid purposes that we have clearly explained to you and not used in any way that is incompatible with those purposes.
- Relevant to the purposes we have told you about and limited only to those purposes.
- Accurate and kept up to date.
- Kept only as long as necessary for the purposes we have told you about.
- 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 send an email to firstname.lastname@example.org or write to Horizon Live-in Care, 386 Ashley Road, Parkstone, Poole BH14 0AA
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 care and support 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 (including your telephone number and email address and emergency contacts (i.e. name, relationship and home and mobile numbers).
- Your allergies and any medical, physical or mental conditions and in particular your care needs.
- Your likes, dislikes and lifestyle preferences (including your religious beliefs or other beliefs of a similar nature, racial or ethnic origin, genetics, health, sex life, and sexuality (so far as they relate to providing you with suitable care).
- Credit or direct debit details (if you pay for some or all of our services using one of these methods).
- Copies of any key documents such as Lasting Power of Attorney, information relating to DNR etc.
- Listings of prescribed medication carers are required to support with as part of the care plan.
- 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 (including your religious beliefs or other beliefs of a similar nature, racial or ethnic origin, genetics, health, sex life, and sexuality so far as they relate to providing you with suitable care) from your family, friends and any other person you have nominated as your representative.
- Your Legal Representative 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 or your care manager 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 (please note that feedback can also be provided anonymously).
- 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 party.
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 a minimum of 7 years as required by the law.
- We will hold the personal information kept within our feedback procedure for the same period of time so that we can identify trends and patterns in our service.
- We will hold care diary log entries, MAR charts and any other monitoring charts used as part of your care delivery for a minimum of seven years as required by the law.
- 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, the Care Quality Commission 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).
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 circumstances.
For further information on each of those rights, including the circumstances in which they apply, see the UK Information Commissioner’s Office (ICO).
How to contact us
If you would like to exercise any of those rights, please:
- Email, call or write to us at Horizon Live-in Care, 386 Ashley Road, Poole BH14 0AA. email: email@example.com.
- Allow us have enough information to identify you (e.g. your name and address).
- Allow 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
- Allow 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 www.ico.org.uk or telephone: 0303 123 1113.
Changes to this privacy notice
We may change this privacy notice from time to time, when we do we will inform you letter.
Do you need extra help?
If you would like this notice in another format (for example: audio, large print, braille) please contact us (see ‘How to contact us’ above).
What personal information do we collect from the people that visit our blog, website or app?
When contacting us via our site you will be asked to enter your name, email address, phone number or other details to help us with your enquiry.
When do we collect information?
We collect information from you when you fill out a form or enter information on our site.
How do we use your information?
We may use the information we collect from you when you contact us, sign up for our newsletter, surf the website or use certain other site features in the following ways:
- To personalize your experience and to allow us to deliver the type of content and product offerings in which you are most interested.
- To allow us to better service you in responding to your customer service requests.
- To follow up with them after correspondence (live chat, email or phone inquiries)
How do we protect your information?
We only provide articles and information and request that you contact us for more information. We never ask for credit card numbers.
We use regular Malware Scanning.
Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive information you supply is encrypted via Secure Socket Layer (SSL) technology (notified by the small padlock icon next to the URL in the browser bar) .
We implement a variety of security measures when a user enters, submits, or accesses their information to maintain the safety of your personal information.
All transactions are processed through a gateway provider and are not stored or processed on our servers.
Do we use ‘cookies’?
- Understand and save user’s preferences for future visits.
- Compile aggregate data about site traffic and site interactions in order to offer better site experiences and tools in the future. We may also use trusted third-party services that track this information on our behalf.
You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser settings. Since browser is a little different, look at your browser’s Help Menu to learn the correct way to modify your cookies.
If you turn cookies off, It won’t affect the user’s experience .
We do not sell, trade, or otherwise transfer to outside parties your Personally Identifiable Information unless we provide users with advance notice. This does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or serving our users, so long as those parties agree to keep this information confidential. We may also release information when it’s release is appropriate to comply with the law, enforce our site policies, or protect ours or others’ rights, property or safety.
However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
We do not include or offer third-party products or services on our website.
Google’s advertising requirements can be summed up by Google’s Advertising Principles. They are put in place to provide a positive experience for users.
We have implemented the following:
- Google Display Network Impression Reporting
- Demographics and Interests Reporting
We, along with third-party vendors such as Google use first-party cookies (such as the Google Analytics cookies) and third-party cookies (such as the DoubleClick cookie) or other third-party identifiers together to compile data regarding user interactions with ad impressions and other ad service functions as they relate to our website.
Users can set preferences for how Google advertises to you using the Google Ad Settings page. Alternatively, you can opt out by visiting the Network Advertising Initiative Opt Out page or by using the Google Analytics Opt Out Browser add on.
The GDPR is Europe’s new framework for data protection laws – it replaces the previous 1995 data protection directive, which current UK law is based upon.
The EU’s GDPR website says the legislation is designed to “harmonise” data privacy laws across Europe as well as give greater protection and rights to individuals. Within the GDPR there are large changes for the public as well as businesses and bodies that handle personal information.
After more than four years of discussion and negotiation, GDPR was adopted by both the European Parliament and the European Council in April 2016. The underpinning regulation and directive were published at the end of that month.
After publication of GDPR in the EU Official Journal in May 2016, it will come into force on May 25, 2018. The two year preparation period has given businesses and public bodies covered by the regulation to prepare for the changes.
In accordance with GDPR, we agree to the following:
- Users can visit our site anonymously.
- Can change your personal information by emailing us
How does our site handle Do Not Track signals?
We honor Do Not Track signals and Do Not Track, plant cookies, or use advertising when a Do Not Track (DNT) browser mechanism is in place.
Does our site allow third-party behavioral tracking?
It’s also important to note that we allow third-party behavioural tracking
We do not specifically market to children under the age of 13 years old.
When it comes to the collection of personal information from children under the age of 13 years old, GDPR effectively puts parents in control.
Should a data breach occur we will take the following responsive action:
- We will notify you via email within 7 business days
- We will notify the users via in-site notification within 7 business days
We also agree to the Individual Redress Principle which requires that individuals have the right to legally pursue enforceable rights against data collectors and processors who fail to adhere to the law. This principle requires not only that individuals have enforceable rights against data users, but also that individuals have recourse to courts or government agencies to investigate and/or prosecute non-compliance by data processors.
GDPR sets the rules for commercial email, establishes requirements for commercial messages, gives recipients the right to have emails stopped from being sent to them, and spells out tough penalties for violations.
We collect your email address only via our website’s Contact Form in order to:
- Send information, respond to inquiries, and/or other requests or questions
- Market to our mailing list or continue to send emails to our clients after the original transaction has occurred.
To be in accordance with GDPR, if we send marketing emails we agree to the following:
- Not use false or misleading subjects or email addresses.
- Identify the message as an advertisement in some reasonable way.
- Include the physical address of our business or site headquarters.
- Monitor third-party email marketing services for compliance, if one is used.
- Honour opt-out/unsubscribe requests quickly.
- Allow users to unsubscribe by using the link at the bottom of each email.
If at any time you would like to unsubscribe from receiving future emails, you can email us and we will promptly remove you from ALL correspondence.
Horizon Live-in Care
386 Ashley Road
Dorset BH12 2AR
Telephone: 01202 737456
Last Edited: 24/05/2018