Privacy Policy


Advance Healthcare recognises the importance of protecting personal and confidential information in all that we do and takes care to meet its legal and regulatory duties. This notice is one of the ways in which we can demonstrate our commitment to our values and being transparent and open, and commitment to our values of respecting diversity, acting with integrity, demonstrating compassion, striving for excellence and listening and supporting others.


This notice also explains what rights you have to control how we use your information.

What are we governed by?


The key pieces of legislation/guidance we are governed by are:

  • Data Protection Act 1998

  • Health and Social Care Act 2012/ 2015

  • General Data Protection Regulations (GDPR) – post 25th May 2018


Who are we governed by?


Care Quality Commission –

Information Commissioner’s Office –

Why and how we collect information


We may ask for or hold personal confidential information about you which will be used to support the delivery of appropriate care and support, this is to aid the provision of a high quality of care.


How we use information


  • To ensure that your care/ support is safe and effective

  • To work effectively with other organisations who may be involved in your care

  • To review and update your care plan

  • To invoice you for delivery of care (if applicable)

  • To notify you of changes in our service that may affect you

  • To monitor and audit the effectiveness of our service delivery and performance to you


Third parties


Personal data we may hold is not passed onto any third parties other than if requested by an official government body and consent has been given for this.


Our website may contain links to third party websites, including websites via which you are able to purchase products and services. They are provided for your convenience only and we do not check, endorse, approve or agree with such third-party websites nor the products and/or services offered and sold on them. We have no responsibility for the content, product and/or services of the linked websites. Please ensure that you review all terms and conditions of website use and the Privacy Policy of any such third-party websites before use and before you submit any personal data to those websites.


How long do we keep your data?


  • We will only retain your personal information for as long as necessary to fulfill the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

  • We will hold the personal information kept within your electronic file for the length of your contract plus 3 years

  • We will hold the personal information kept within our feedback procedure for 1 year

  • We will hold financial records and transactions for 7 years in line with our legal requirements


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 through our website, phone, email, post, face to face or social media, and during 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 allergies and any medical, physical or mental conditions and your care needs 

  • 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) 

  • 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.


Our website


When using our website, we collect standard internet log information 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.




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 also allows us to improve our site. For detailed information on the cookies we use and the purposes for which we use them see our cookie policy on the website.


Your rights


Under the GDPR you have important rights. 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 Promise 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


Keeping your information safe


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 this applies to both electronic and hard copy formats. Any files stored on site with personal data are kept in a secure, locked room with authorised access. 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.

Data Breaches


Whilst we do our upmost to keep your information safe, if we suspect any data breach has occurred for any of the following reasons we will take the appropriate action as outlined below.


  • Loss or theft of data or equipment on which data is stored

  • Inappropriate access controls allowing unauthorised use

  • Equipment failure

  • Human error

  • Unforeseen circumstances such as a fire or flood

  • Hacking attack

  • ‘Blagging’ offences where information is obtained by deceiving the organisation who holds it.


If any of the above were to occur then we will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so, including, but not limited to, ICO, CQC and local authorities. The companies Data Controller will ensure all breaches are handled in the appropriate manner, this also includes any “near misses” of a potential data breach.




The company will not send out literature or other marketing items unless a request to do so is made directly via an enquiry form on our social media outlets or website.


Right to complain


We hope that we can resolve any query or concern you raise about our use of your information, if this is not to your satisfaction the complaint can be referred as detailed below.


Data Controller: Tom Pearson

Contact: or on 01543 469002


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 or telephoning the ICO helpline on 0303 123 1113.


September 2020


This notice will be reviewed regularly and updated as necessary

  • Facebook Social Icon
  • Instagram
Follow us on Facebook & Instagram

Staffordshire - 01543 469002

West Midlands - 01922 626731

Dudley - 01384 230472

© 2020 by Advance Healthcare (UK) Ltd