Privacy Policy

INTRODUCTION

At Local Care Adviser, we are committed to protecting your privacy and ensuring that your personal information is handled safely and transparently.

As part of the services we provide, it is necessary for us to process personal data about our clients, and in some cases, their friends or relatives. "Processing" refers to actions like collecting, recording, organizing, storing, sharing, or deleting your information.

This privacy notice outlines what information we collect, why we collect it, and how it is used to deliver high-quality care services. If you have any questions or need more details, feel free to contact us at contact@localcareadviser.co.uk.

WHAT INFORMATION WE COLLECT AND WHY

We collect certain personal information about you to provide the best possible customer care and advice. The type of information we collect depends on the services you receive. This may include your basic contact details, information about your health, and details relevant to your care and support needs. We may collect or share your data face-to-face, by phone, email, post, or via forms on our website.

Here’s how it works:

  • Personal Details: We may ask for your name, address, and date of birth to create a care search plan tailored to you.

  • Health Information: This includes details like your medical history, allergies, or specific care needs. For example, if you have a specific health condition, we may collect this information to ensure we only select the right care providers who are able to meet your needs.

  • Care Arrangements: If we need to, we’ll collect details about any medication you’re taking, your dietary needs, and any other essential care requirements. This helps us ensure that our service plan meets all of your needs.

  • In certain cases, we may also collect sensitive information such as your ethnicity or religious beliefs, but only if it’s relevant to the care you need (for instance, dietary requirements tied to your religion).

  • We might collect information from your family, carers, or health professionals (such as your doctor) to better understand your situation and tailor our advice accordingly.

  • In certain cases, we may also ask for your explicit consent to process your data. Where consent is needed, we will give you a clear choice and explain what your data will be used for. You can withdraw your consent at any time.

  • If you are a friend or relative of a client, we may process your basic contact information (e.g., your name, address) as part of the enquiry process.

WEBSITE USAGE

We also process data through our website to enhance your experience. This includes using cookies to gather information about website usage and to improve our services.

COOKIE POLICY

By using the Local Care Adviser website, you agree to the use of cookies and tracking technology. Cookies help us improve your online experience and manage advertisements.

Cookies are a small text files stored on your device when you visit our website. They allow the website to remember your preferences and gather data about your usage to improve the site. These are called first-party cookies, meaning they’re used only by us.

Before placing any cookies, we’ll ask for your consent through a pop-up. You can choose to accept all cookies or only first-party cookies. If you decline, some features of the site may not work as expected.

We also use Google Analytics to understand how visitors use our site, helping us make improvements. While these cookies don’t affect your privacy, they do provide us with valuable data to enhance your experience.

Additionally, we use Hotjar to gain insights into how visitors interact with our website. This tool helps us improve our service by understanding what works well for users. Hotjar collects information anonymously and stores it securely, ensuring your data is never sold.

  

HOW WE USE YOUR INFORMATION

We use your information to:

  • Provide Customer Care and Support: We ensure that your care needs and wishes are advocated by using the information to coordinate with other health, care, legal, financial and community providers and services.

  • Respond to Emergencies: In urgent situations, like a medical emergency, we use the relevant information to make sure you receive the right treatment or care quickly.

  • Improve Services: Your feedback, along with other information we collect, helps us improve our services and introduce new service options tailored to clients like you.

LAWFUL BASES AND DATA PROTECTION RIGHTS

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website. 

Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

 

  • Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.

 

To make a request, just contact us at contact@localcareadviser.co.uk and we will respond within a month.

 

OUR LAWFUL BASES FOR USING YOUR DATA

Under data protection laws, we need a lawful reason to collect and use your data. Here are the main ones we rely on:

  • Consent: We may ask for your permission to collect and use specific information, such as sharing details with a care provider or other related service.

  • Contract: When we enter into a care agreement with you, we need to collect certain information to deliver those services.

  • Legitimate Interest: We may use your information because it helps us improve our services and provide you with the best possible customer care, without affecting your rights negatively.

  • Vital Interests: If there is an emergency, we may use your data to ensure your safety and well-being, even without your consent.

 

MARKETING AND COMMUNICATIONS

If you have agreed, we might send you updates or useful information about our services, such as new care options or ways to improve your well-being. You can opt-out of these communications at any time by updating your preferences.

 

WHO WE SHARE YOUR INFORMATION WITH

To provide you with the best possible service, we may share your data with you/ your legal representatives and our trusted partners, such as:

  • Health Professionals: For example, your doctor, pharmacist, specialist nurses and other healthcare professionals involved in your care.

  • Care Providers: If you are arranging care we may refer or share information with local care agencies or services who deliver personal care or home assistance to help with your daily needs.

  • Lawyers: We might share data if you are seeking advice about legal matters such as creating a Lasting Power of Attorney (LPA), drafting a will, or other legal considerations for managing your future care or estate.

  • Financial Planning Specialists: If you are exploring financial options for funding your care, we may work with advisors who specialise in care costs, budgeting and long-term financial planning.

  • Community Organisations/Charities: We may refer or share information with local charities or support groups that provide free services, such as community support, advocacy, or access to grants and resources.

  • Emergency Services: In urgent situations, we may share your details with paramedics, hospitals, or other emergency response teams to ensure you get the right help immediately.

We ensure that anyone we share your information with handles it securely. If we ever need to transfer your data outside the UK, we will make sure it is protected to the same standard as within the UK.

 

HOW LONG WE KEEP YOUR DATA

  • Client Personal Data: Retained for the duration of the client relationship and up to 6 years after the relationship ends (in line with general data protection regulations for contractual agreements).

  • Health and Care Records: Retained for at least 8 years after the last care service was provided, as per health and care regulations (for adults). If related to children, records should be kept until the child is 25.

  • Enquiries and Initial Consultation: Retained for up to 1 year if no service is provided, or longer if it leads to an ongoing client relationship (in line with legitimate interest for follow-ups).

  • Records of Complaints: Retained for 6 years following the resolution of the complaint, in accordance with best practice for dispute resolution and legal claims.

  • Marketing and Communication Preferences: Retained for as long as consent is valid, with regular reviews (at least annually) to confirm ongoing consent for communications.

 

CHANGES TO THIS PRIVACY NOTICE

We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection.

Any changes will be made available via email. This Privacy Notice was last updated on 23 October 2024

 

HOW TO CONTACT US

If you have any concerns about how we handle your data, we want to hear from you. Please contact us at contact@localcareadviser.co.uk / 020 8129 6964.

If you are still not satisfied, you can also contact the Information Commissioner’s Office (ICO) at:

Information Commissioner’s Office
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Helpline: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint