Our Privacy Promise to You

We ask that you read this privacy promise carefully as it contains important information on who we are and how we collect, use, store and share personal information. It outlines your rights and how to contact us and other relevant organisations in the event you have a complaint.

Quickly access information on Your rights here.

Who We Are

We are Vital Haven Care Limited trading as Vital Haven Care (Home Care).

As a ‘data controller’, we are responsible for how we process your information in the UK. The UK General Data Protection Regulation (UK GDPR) sits alongside an amended version of the Data Protection Act (DPA) 2018 and applies to most UK businesses and organisations. We must comply with this data protection regime with regards to the data protection principles, our obligations and your rights as a UK citizen.

All our data processing activities are monitored by our appointed Data Protection Officer to ensure that the information we collect is:

• Used lawfully, fairly and in a transparent way
• Relevant and for reasons that we have told you about
• Accurate and up to date
• Kept only for as long as it is needed
• Kept securely

You may also be interested in our:

• Recruitment Privacy Promise
• Employee Privacy Promise
• Cookie Policy
• Customer Privacy Promise

Information Collected by Us

We define personal information as information about you or that make you identifiable to others. This falls into two categories:

• Personal Data such as your name, address, email address, contact information, financial information, health and lifestyle details (including opinions and intentions) relevant to the services we are providing.
• Special Category Data such as information relating to your health, medical history, treatments both current and to be prescribed.

We collect this information:

• When you make enquires about our care and support services through our website, telephone, email, post, face to face or social media.
• Through audio recordings of telephone calls to and from our office and branch teams.
• By written correspondence by email or post.
• Through service providers (data processors) who are contracted by us to deliver:
  • IT and Telecoms support
  • Payment and financial systems
  • Software support
  • Marketing & Analytics systems
  • Email client platforms
  • Record archiving

Information Collected from Our Website

We collect device identifiers such as internet protocol (IP) addresses and information about the web pages visited, the type of device and software. This is used for statistical and analytical purposes to improve your customer journey and experience. See our full cookie policy.

We also collect personal information when you submit a web-based form or use the ‘Live Chat’ window to have text-based conversations with our customer support team. These are retained only for as long as it is necessary and for no more than 12 months.

Our website may also provide links to other websites which have their own privacy policies. We do not accept any responsibility or liability should you access or use these links.

Visit https://www.getsafeonline.org/ to find out more about protecting your information and staying safe online.

Information Collected from Other Sources

We obtain additional information about you from third parties such as social and healthcare professionals and public bodies.

A ‘public body’ being 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’ 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.

We may also collect and use personal data and other information about other people that contribute to or affect your care and support needs such as next of kin, power of attorney or emergency contact.

Purpose for Collecting and Using Your Personal Information

We process your information in different ways under the following legal bases:

• Where processing is conducted with your consent for specified purposes
• Where processing is necessary for the performance of our contracts
• Where processing is necessary for us to demonstrate compliance with the law and regulatory frameworks
• When processing in pursuit of legitimate interests for:
  • Direct marketing communications to customers and potential prospects
  • Responding to enquiries and other communications with customers and 3rd parties
  • Corporate due diligence, engagement, service development and innovation
  • Call recording to evidence business transactions, resolve disputes and monitor service quality and staff training
• When processing special category (sensitive) data concerning health and biometrics, as is necessary for the provision of social care or the management of social care systems and services on the basis of Union or Member State law or pursuant to contract with a health professional and subject to the conditions and safeguards

How We Use Your Personal Information

We use your personal information to:

• Prepare, assess, review and update care plans and records
• Communicate with you, your representatives and other appropriate social or health care professionals about your needs or our concerns
• Arrange care provision at your home to deliver your required service
• Make reasonable adjustments to the care delivery, maintain safety and to personalise the service to meet your needs
• Set up and manage payment arrangements for the care and support services you receive
• Record and manage complaints, compliments or concerns
• Record details of accidents, incidents or near misses
• Perform contractual and compliance procedures with other care providers and public bodies
• Send you information or offer on similar or relevant services
• Notify you about changes to terms and conditions or service delivery
• Record telephone calls for quality assurance and dispute resolution
• Conduct market research and request feedback
• Send you updates about our services (with your consent)
• With your explicit consent, we may also post content/images to promote Vital Haven Care

Sharing Your Personal Information with Others

We share appropriate information with:

• External social and health care professionals and nominated representatives
• Law enforcement authorities upon request
• Public bodies that require compliance evidence
• Local Safeguarding Advisory Boards
• Third-party data processors and service providers
• Relevant internal Vital Haven Care personnel
• External suppliers/partners that support business functions

We will not sell or trade your personal information with other third parties without your consent.

National Data Opt-Out

At this time, we do not share any data for planning or research purposes for which the national data opt-out would apply. We review this on an annual basis and for any new processing.

Data Transfers and Storage

Vital Haven Care transfers and stores data under contractual agreements in the UK, EEA and other countries with appropriate safeguards.

Keeping Your Personal Information Safe

We have appropriate organisational and technical security measures to protect your personal information and limit who has access. We also have procedures in place for detecting and responding to suspected breaches, and may notify you and relevant authorities where legally obliged.

Your Rights

You have rights over the way we use your information, including:

• Right to be informed
• Right to access
• Right to correct or update
• Right to object or withdraw consent
• Right to be forgotten (where applicable)
• Right to object to automated decision making
• Right to opt out of marketing
• Right to data portability
• Right to withdraw previously given permissions

For detailed information, visit the UK Information Commissioner’s Office (ICO) website.

How to Contact Us

Email: info@vitalhavencare.co.uk
Post: 124 City Road, London, United Kingdom, EC1V 2NX
Telephone: +44 7852 957024

How to Complain

If you contact us, we hope to resolve any query or concern you raise. You also have the right to complain with the Information: https://vitalhavencare.co.uk/contact-us/

Changes to This Privacy Promise

This privacy notice was first published on 21st November 2024 and last updated on 17th December 2024. We may update it from time to time.

Do You Need Extra Help?

If you would like this privacy promise in another language or format such as audio, large print or braille, please contact us.