Our Privacy Policy

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We encourage you to read this Privacy Policy carefully, as it contains essential information about who we are and how we collect, use, store, and share your personal data. It also explains your rights regarding your information and details on contacting us or other relevant authorities if you have any concerns or wish to file a complaint.

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Who we are

We are Care at Your Home: Psychological Services

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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.

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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

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Information We Collect

We define personal information as any data that identifies you or could make you identifiable to others. This includes two main categories:

1. Personal Data
   Information such as your name, address, email, contact details, financial information, and health and lifestyle data (including opinions and intentions) relevant to the services we provide.

2. Special Category Data
   Sensitive information related to your health, medical history, and current or planned treatments.

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How We Collect Information

We gather this information through various channels, including:

• When you inquire about our care and support services via our website, phone, email, post, face-to-face, or social media.

• Audio recordings of phone calls with our office.

• Written correspondence by email or post.

• Through contracted service providers (data processors), including:

  • IT and telecoms support

  • Payment and financial systems

  • Software support

  • Marketing & analytics systems

  • Email platforms

  • Record archiving

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Information Collected from Our Website

We collect device identifiers like IP addresses and browsing data (e.g., web pages visited, device type, software). This information is used for statistical and analytical purposes to enhance your experience. 

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We also gather personal information when you submit online forms or use our ‘Live Chat’ for text-based conversations with our customer support team. These interactions are retained for a maximum of 12 months.

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Please note that our website may contain links to other websites, which have their own privacy policies. We are not responsible for any third-party sites you may access via these links.

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Information Collected from Other Sources

We may obtain additional personal data from third parties, such as social and healthcare professionals or public bodies, including:
 

• Public Bodies
  UK organisations deliver, commission, or review public services, such as local authorities, the NHS, health and social care trusts, clinical commissioning groups, and regulatory bodies.
   

• Social or Health Care Professionals
  Professionals directly involved in your care include GPs, dentists, pharmacists, nurses, psychologists, dietitians, physiotherapists, occupational therapists, hospital staff, and social workers.
   

We may also collect data from individuals who impact your care, such as next of kin, power of attorney, or emergency contacts.

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Purpose for Collecting and Using Your Personal Information

We process your information under the following legal bases:

• Consent: When you provide consent for specified purposes.

• Contractual Obligation: To fulfil our contracts with you.

• Legal Compliance: To meet legal and regulatory obligations.

• Legitimate Interests
  For purposes such as:

  • Direct marketing to customers and potential clients

  • Responding to inquiries and communication with customers and third parties

  • Corporate due diligence, service development, and innovation

  • Call recording for business transaction evidence, dispute resolution, service quality monitoring, and staff training.
     

For special category data related to health, we process it in compliance with social care regulations or under contracts with healthcare professionals, subject to necessary safeguards.

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Sharing Your Personal Information

We share your personal data when appropriate with:

• External social and healthcare professionals as well as any individuals you’ve designated as your representative or who have legal authority. At your request, we can also share information with another provider.

• Law enforcement authorities upon request or in compliance with a court order.

• Public bodies that require evidence of our compliance with contractual obligations and regulatory frameworks.

• Local Safeguarding Advisory Boards (SABs) for addressing concerns or issues related to safeguarding.

• Third-party data processors and service providers contracted to support our services.

• Internal Care at Your Home personnel to ensure safe and effective services.

• External suppliers/partners who assist with business functions and service development.

We will never sell or trade your personal information to third parties without your consent.

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Keeping Your Personal Information Safe

We have both organisational and technical security measures to protect your personal data and limit access to authorised individuals only. Safeguards are in place for data transfers to protect your privacy rights.
 

We also have procedures to detect and respond to suspected data breaches. If required by law, we will notify you and the relevant authorities.​​

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Your Rights

You have a number of rights with regards to your personal data:
 

• You have the right to be given information about how your data is processed and why

• You have a right to access the personal data we hold about you

• You have the right to ensure the information we hold about you is accurate and complete

• You have the right to have your personal data deleted

• You have the right to ask the society to restrict processing your personal data

• You have the right to ask us to transfer your personal data

• You have the right to object to the society processing your data

• You have the right to withdraw consent to the society sending you information by email

• You have rights in relation to automated decision making and profiling
   

For detailed information on your rights, visit the ICO’s Guide on Individuals' Rights. To exercise your rights, contact us at info@careatyourhome.co.uk.

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​Contact details and further information

Please contact us if you have any questions about any aspect of this privacy policy, particularly if you would like to object to any processing of your personal information that we carry out for our legitimate organisational interests.

For more information on GDPR, visit www.ico.org.

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• Email: info@careatyourhome.co.uk

• Post: Compliance, Care at Your Home, The Royal British Legion, High Wycombe, HP13 7DE

• Telephone: 01494 977 397

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Changes to this policy

This Privacy Policy may be updated periodically and without prior notice to you to reflect changes in our information practices or relevant laws; please check back frequently to keep up to date​​​​​

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