Privacy Policy

This Privacy Statement sets out how we handle your personal data. You can be confident that we handle your personal data with due care. If you have any questions, please ask us here.

This web site is owned and operated by Callquest for Care Limited and will be referred to as "We", "our" and "us" in this Internet Privacy Policy. By using this site, you agree to the Internet Privacy Policy of this web site ("the web site"), which is set out on this web site page. The Internet Privacy Policy relates to the collection and use of personal information you may supply to us through your conduct on the web site. 

We recognise the importance of protecting the privacy of information collected about visitors to our web site, in particular information that is capable of identifying an individual ("personal information"). This Internet Privacy Policy governs the manner in which your personal information, obtained through the web site, will be dealt with. This Internet Privacy Policy should be reviewed periodically so that you are updated on any changes. We welcome your comments and feedback

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 policy or would like further explanation as to how your personal information is managed then please contact us (see How to contact us below). 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.

Who is collecting data?

There are various ways data is collected like, 

• Personal data you give us directly,
• Personal data we collect automatically, and
• Personal data we collect from other sources.

Personal data you give us directly. We collect data about how you use our services and products, such as the types of content you view or engage with, or the frequency and duration of your activities. We also collect personal data you provide us when you sign up for a marketing newsletter, complete a survey or register for an account to buy our products. In so doing, we may ask for personal data, such as your name, gender, date of birth, address, email address, telephone number or credit card details.

Personal data we collect automatically. We also receive and store certain types of personal data whenever you interact with us online. Your personal data is also collected when you search, buy, post, participate in a contest or questionnaire or communicate with our service teams. Examples of the types of personal data we collect include; IP address (to find out more see our privacy key terms), device ID, location data, computer and connection information such as browser type and version, and purchase history.

We may collect personal data about you from other sources and these can include: 

• From your next of kin, friends or other family member. 
• Provided by doctors, other clinicians and health care professional, hospitals, clinics and other health care providers. 
• Your employer when they provide information. 
• Translators and interpreters.
• Any health professional or organisation who provides information for the continuity of your care. 
• Information from a Local Authority or the Police.

What personal data is being collected?

Here we outline how we collect and use personal information in relation to people who enquire about and use our services.

Information collected by us

When you enquire about our care and support services through our website, phone, email, post, face to face or social media, 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, email address) and emergency contacts (i.e. name, relationship and home and telephone numbers)
• Your likes, dislikes and lifestyle preferences (including your religious beliefs or other beliefs of a similar nature, racial or ethnic origin, politics, genetics, health, sex life, marital status and sexuality trade union membership or biometrics (so far as they relate to providing you with suitable care)
• Your allergies and any medical, physical or mental conditions and in particular your care needs
• Credit, direct debit details or other payment information (if you pay for some or all of our services using one of these methods)
• Your feedback and contributions to questionnaires and surveys about the service we offer
• Your complaints, compliments or concerns about the service we provide
• Any accidents and incidents or near misses you may have been involved in whist on our premises or whilst our employees are delivering a regulated service to you – this may include details of injuries and treatment you may have received.

When using our website, we collect standard internet log information (commonly known as cookies), including:

• IP address
• Details of the pages you visit
• General details about the type of computer or device that you are using

This is statistical information only which we collect in order to find out the numbers of visitors to our site and the pages they have visited. This information collected in such a way that it is not used to identify individuals. Where we do collect personal information on the website, this will be made obvious to you through the relevant pages. See our full cookie policy for more information. 

Please be aware that our website may provide you with links to other websites. If you follow a link to any other website please note they have their own privacy policies. We do not accept any responsibility or liability for the privacy and security practices of such third-party websites and your use as such is at your own risk.

What purpose do we use your data for?

We rely on the following grounds within the GDPR:

• Article 6(1)(a) – processing is conducted with your consent to process personal data for specified purposes
• 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 6(1)(f) – to process your personal data in pursuit of legitimate interests, which include; 
• Marketing purposes – the privacy impact on you is expected to be minimal. Marketing will be specific to services we believe are of interest to you using information from enquiries we receive from you, you can unsubscribe at any time
• Corporate due diligence and financial modelling, service development and innovation – the privacy impact on you is expected to be minimal. We will process your data internally to ensure our business is stable, trusted and innovating to provide the best possible service to you

GDPR recognises that additional care is required when processing special category (sensitive) data such as your health. We process this under the following grounds within GDPR;

• Article 9(2)(h) – processing is necessary for the provision of social care services or the management of social care systems and services
• To provide products and services you request.
• To communicate about, and administer your participation in, events, programs, contests, and other offers or promotions.
• Guard against, identify, and prevent fraud and other criminal activity, claims, and other liabilities; and
• Comply with applicable legal requirements, law enforcement requests, and our company policies.
• To perform data analytics regarding usage of the Site (including market and customer research, trend analysis, financial analysis, and anonymization of personal data).
• To respond to requests, questions, and comments, and provide other types of user support.
• To carry out, evaluate, and improve our business (which may include developing new features for the Site; analysing and enhancing the user experience on the Site; assessing the effectiveness of our marketing and advertising; and managing our communications.
• To offer you products and services in marketing communications, or direct you to portions of this Site or other websites, that we believe may interest you.
• In response to requests from government agencies, such as law enforcement authorities;
• To notify you of any changes to the Website that may affect you.
• To enable our affiliates or service providers to perform certain activities on our behalf;
• In the event we sell or transfer all or a portion of our business or assets (including a reorganization, dissolution, or liquidation)
• If we believe disclosure is necessary or appropriate to prevent physical harm or financial loss, or in connection with an investigation of suspected or actual illegal activity; and
• 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 Policy 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
• 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.

What you do with Retention of Personal Data? 

The EU General Data Protection Regulation (GDPR), which came into force on 25 May 2018, brings in stricter requirements regarding how long personal data may be retained. Organisations will need to be more considered and disciplined in their retention of individuals personal data. This quick guide is designed to help understand retention principles.

What does the GDPR say about retaining personal data?

The emphasis under the GDPR is data minimisation, both in terms of the volume of data stored on individuals and how long it’s retained.

To summarise the legal requirements, Article 5 (e) of the GDPR states personal data shall be kept for no longer than is necessary for the purposes for which it is being processed. There are some circumstances where personal data may be stored for longer periods (e.g. archiving purposes in the public interest, scientific or historical research purposes).

Recital 39 of the GDPR states that the period for which the personal data is stored should be limited to a strict minimum and that time limits should be established by the data controller for deletion of the records (referred to as erasure in the GDPR) or for a periodic review.

Organisations must therefore ensure personal data is securely disposed of when no longer needed. This will reduce the risk that it will become inaccurate, out of date or irrelevant.

We will retain your personal data only for as long as necessary for the purposes it was retained, such as to enable you to use the Website and your products or to provide services to you. In some instances, we may retain data for longer periods in order to comply with applicable laws (including those regarding document retention), resolve disputes with any parties, and otherwise as necessary to allow us to conduct our business. All personal data we retain will be subject to this Privacy Policy and our int 

Who will it be shared with?

We 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 as and when required. 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 legally required to do so. 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 share minimal and relevant information within Callquest for Care in order to provide safe and effective services to you.
• We will not share, sell or trade your personal information with any other third party without your consent.
• In order to deliver our service to you we rely on third parties to provide specialist support to us. To provide this support they will have access to, or a duty of care over your personal information. These providers are:
• IT and Telecoms Support companies – to ensure the safe, secure and resilient operation of our IT infrastructure including computers, servers, phones and mobile devices
• Software support companies – to provide specialist support and resolve issues with the software that we run, for example the systems we use to store and manage your customer records
• Marketing systems providers – to organise marketing communications and for the delivery and analysis of email communications
• Data archiving companies – responsible for the secure storage and destruction of records.

These providers are under a written contract to ensure the same level of privacy and security that we policy to you.

How do we protect your personal data?

The confidentiality and security of your information is of paramount importance to us. We have appropriate organisational and technical 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.

We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Policy. Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to any of our websites; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access. When possible, encryption is used, both in transit and storage. Access controls within the organisation limit who may access information.

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 long do we keep your personal data for?

• We will hold the personal information kept within your electronic customer file for the length of your contract plus 3 years
• We will hold the personal information kept within your hard copy customer files for 3 years from the date of the last entry
• We will hold the personal information kept within our feedback procedure for 1 year so that we can identify trends and patterns in our service
• We will hold financial records and transactions for 7 years in line with our legal requirements

What are your rights?

You have the following rights:

• Right of access to your personal data: You have the right to ask us for confirmation on whether we are processing your personal data, and access to the personal data and related information.
• Right to correction: You have the right to have your personal data corrected, as permitted by law.
• Right to erasure: You have the right to ask us to delete your personal data, as Right to withdraw consent: You have the right to withdraw consent that you have provided.
• Right to lodge a complaint with a supervisory authority: You have the right to lodge a complaint with a supervisory authority in the member state of your habitual residence.
• Right to restriction of processing: You have the right to request the limiting of our processing under limited circumstances.
• Right to data portability: You have the right to receive the personal data that you have provided to us, in a structured, commonly used and machine-readable format, and you have the right to transmit that information to another controller, including to have it transmitted directly, where technically feasible.
• Right to object: You have the right to object to our processing of your personal data, as permitted by law, under limited circumstances.

PURPOSE OF COOKIES

Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and allows us to improve our site. By continuing to browse the site, you are agreeing to our use of cookies. A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree. Cookies contain information that is transferred to your computer’s hard drive. The cookies we use are “analytical” cookies. We use a web analytics service called Google Analytics provided by Google Inc. Google Analytics cookies allow us to recognise and count the number of visitors and to see how visitors move around the website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.

How do you raise concern or complain?

We hope that we can resolve any query or concern you raise about our use of your information. If you have any concerns about our handling of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (“ICO”) by visiting

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.

How do you contact Callquest for Care?

Callquest for Care’s Contact Person is Mary-Ann Awa who can be contacted by email at: info@callquestforcare.co.uk or at Callquest for Care Limited, 99 Millfield Road, West Kingsdown Sevenoaks TN15 6BX.

How do we keep this privacy notice up to date?

We will update this Privacy Notice when necessary to reflect customer feedback and changes in our services.

We will update this Privacy Notice when necessary to reflect customer feedback and changes in our products and services. When we post changes to this statement, we will revise the “last updated” date at the top of this Notice. If the changes are significant, we will provide a more prominent notice (including, for certain services, email notification of Privacy Notice changes). We will also keep prior versions of this Privacy Notice in an archive for your review.