We Care About How We Care

Your Privacy

At Nestwell Home Care, and across the wider Southern Hospice Group, we are committed to protecting your personal information and privacy. This privacy notice describes how we collect and use personal information. We will only ever collect the information we need for purposes of providing domiciliary care to our clients, recruiting and employing our staff and care workers, and communicating our services and community projects upon request. We may update this privacy notice from time to time so please check back periodically. We will notify you of significant changes by placing a notice on our website. Our website and all our communications materials contain a reduced version of our privacy notice in accordance with the General Data Protection Regulation (GDPR) 2018. If you have any queries about this privacy notice, please contact us herehello@nestwellhomecare.co.uk or visit our website www.nestwellhomecare.co.uk or write to us at Nestwell Home Care, Martlets Hospice, Wayfield Avenue, Hove, East Sussex, BN3 7LW. –

Who are we – Nestwell Home Care

Nestwell Home Care is a domiciliary care agency, run as a social enterprise business and owned by Southern Hospice Group. Nestwell Home Care is the trading name for Southern Hospice Group Homecare Ltd. All our profits are contributed to the Southern Hospice Group – –  a charity made up of two adult hospices, St Barnabas Hospice in Worthing and Martlets Hospice in Hove, and our Children’s Hospice, Chestnut Tree House in Arundel. The three hospices have provided care and support to those affected by terminal illness across Sussex and South East Hampshire for many years. We continue to extend our reach to help as many people in our communities as possible, ensuring that patients, family and friends have access to our services.

Nestwell Home Care is a company limited by guarantee (Registration number 6250709).

Nestwell Home Care is registered with the Information Commissioner’s Office (Registration number Z339534X).

 Southern Hospice Group is a registered Charity in England and Wales (Registration number 256789) and a company by guarantee (Registration number 00930107).

Southern Hospice Group Trading Limited is a company limited by guarantee (Registration number 07157835).

Nestwell Home Care Limited is a company limited by guarantee (Registration number 06250709).

We are registered with the Information Commissioner’s Office (Registration number Z9704621).

Group VAT registration number GB 974983452.

How do we collect personal information?

We collect personal information about you when you interact with us (for example, by phone or online)

• Register with us
  • Enquire about activities and services
  • Participate in an event or training
  
  • Visit our premises
  • Access our care services
  • Be acknowledged as a friend or family member of one of our service users
  • Apply to work for us
  • Visit our website
  • Otherwise provide us with your personal information

What personal information do we collect?

Service Users (Clients) and Family and Friends

The types of information we might collect from clients and family members include names, postal addresses, email addresses, phone numbers, date of birth and next of kin as well as special category data which includes health information and that of a personal-sensitive nature. This information is collected for the purposes of providing care services to those referred to us and could be used and shared between departments within the organisation as well as with other health and social care service providers under strict guidelines. We may also receive further information from the NHS which is only shared with us under strict guidelines and where information sharing could improve the delivery of care or is necessary for direct care.

We may collect special category data including but not limited to race, faith, gender, religion, disability and family life for statistical and reporting purposes but these will be anonymised and no individual will be identifiable.

Employees and Care Workers

The types of information we might collect from employees and care workers include your name, postal address, email address, phone numbers, date of birth, next of kin, employment history, disabilities, proof of identification for DBS purposes, photograph for identification badges, vehicle registration, proof of qualifications, relevant to your employment or care worker role, and character or employment references.

We may collect special category data including but not limited to race, faith, gender, religion, disability and family life for statistical and reporting purposes but these will be anonymised and no individual will be identifiable.

Applicable to all

We sometimes also use photos and video footage to promote and celebrate the work that we do for which we ask the consent of staff members and care workers and all other individuals included. This consent can be withdrawn by you at any time.

The Lawful Basis and Purpose

Service Users (Clients) and Family and Friends

The lawful basis for processing service users (our clients) and next of kin data is the legitimate purpose of providing a care service. Special category data held on service users is processed for the purposes of providing a care service. If you, a relative or a friend, are cared for or supported by Nestwell Home Care, the special category data you provide to us will be used only for the purposes of offering access to and providing you with services including training our staff or for monitoring the quality and efficacy of our services. Nestwell Home Care will not disclose your personal information to any third party without your consent, except in the following circumstances:

• To health and social care professionals and organisations involved in the provision of your care, and always within the appropriate regulations governing sharing of your health records.
• Exceptionally, to professional bodies or otherwise as required by law, regulation or codes of practice.

We will not use your information for other purposes without your permission. If you tell us about your own experience with personal care needs or the experience of someone else we will explain how we will use that information. If you don’t want us to use such information for other purposes or change your mind at any time, it will not affect any services we provide. If you receive education, training or mentoring we will use your personal details only for the purposes of offering access to and providing you with such services.

CQC accessing records and GDPR

The Care Quality Commission (CQC) has powers under the Health and Social Care Act 2008 to access and use information where they consider this is necessary for them to carry out their functions as a regulator of care service provision. Where possible inspectors explain why they are asking to look at certain records.  They will consider any concerns and objections raised to them, and whether they can achieve the CQC’s purpose by accessing the records of someone else. However, the CQC relies on its legal powers to access information rather than consent, therefore may use its powers to access records even in cases where objections have been raised.   Nestwell Home Care, in compliance with GDPR and data protection legislation informs people of the CQC’s powers relating to accessing of records, in order to ensure our staff, people using our services and their families are aware.  The CQC Privacy Policy regarding records and data is available to read at the CQC website.   The Information Commissioners Office (ICO) provides more information and resources on GDPR compliance and the ICO can also be contacted for advice.

Employees and care workers

The lawful basis for processing employee and care worker data is the legitimate purpose of managing the relationship between Nestwell Home Care and the employee or care worker. We use the information collected on our employee and volunteer application forms to identify if you are suitable to work for Nestwell Home Care as an employee or care worker. If your application is unsuccessful we dispose of your data within six months. If your application is successful we will retain a copy of your application form and your data will be stored electronically to allow us to manage the employment or worker contract relationship we have with you. If you cease to be employed or work as a care worker by Nestwell Home Care we will retain your personal data for a period of six years.

How do we use financial information?

Storing and Processing of Information of Your Care-Related Payments

Nestwell Home Care adheres to the compliance of the use of card information to industry standards including: Payment Card Industry (PCI) and Data Security Standard (DSS). We do not retain your credit or debit card details. We never keep your credit card or debit card number on our database. Once processed these are destroyed and removed from any forms. We will take payment details from you if you choose to donate or support us in another way financially.

We also take payments by cheque and cash. We will record amounts and cheque information for processing purposes.

Sharing your information

We will only share information with other organisations where we have your permission to do so in accordance with this privacy notice, where it is necessary for a legitimate reason connected with the services we offer or where it is required by law or regulation. For our service users, we will only share your information with family and friends with your consent. We use Microsoft Office 365, which is a multi-tenant cloud service, for our internal office use; this means that internal documents and information which are generated at Nestwell Home Care are stored in cloud services which are hosted within the EEA. Exceptionally, we may use tools or services which process data outside of the immediate EEA, but only in additional countries which are considered by the EU as having adequate data protection laws. We will never sell your data to any third party. We will not share your details with any charities for marketing purposes.

Data Security

We place a great importance on the security of all personally identifiable information associated with our clients, employees, care workers and users. We have security measures in place to protect against the loss, misuse and alteration of personal data under our control. For example, only authorized personnel can access user information and we use secure server software (SSL) to encrypt financial and personal information you input before it is sent to us. However we cannot ensure or guarantee that loss, misuse or alteration of data will not occur while it is under our control. Where you or we have provided a password enabling you to access parts of our websites or use our services, it is your responsibility to keep this password confidential. Please do not share your password with anyone. After you have received the services or information you require, we will store your information according to our retention schedule, in line with current data protection legislation. We do not communicate with people that have asked us not to. We will always dispose of information securely, using specialist companies if necessary.

Your updates and preferences

It is important that we keep your personal information up to date. If at any time if your circumstances change, you can contact us via email (hello@nestwellhomecare.co.uk); telephone 01273 829943 between 9am – 5pm, weekdays, or write to us at Nestwell Home Care, Martlets Hospice Wayfield Avenue, Hove, East Sussex, BN3 7LW, for the attention of the Registered Manager.

Your rights

You have the following rights with regard to the data we store about you within legal parameters:

• The right to be informed
• The right of access
• The right to rectification
• The right to era
• The right to restrict processing
• The right to data portability
• The right to object

If you wish to exercise any of these rights, please contact  hello@nestwellhomecare.co.uk for more information.

Right of access and complaints

You have the right to ask us for a copy of the personal information we hold about you or ask us to change it if you think it is wrong. Please contact us for more information. If you are unhappy with our use of your personal data, we urge you in the first instance to contact us. You have the right to complain to the Information Commissioner’s Office.

Cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. We use these to improve the user’s experience of our website, temporarily store data and understand the parts of the website that users are visiting. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system. Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links and third parties

This privacy notice only applies to Nestwell Home Care. We ensure any third parties we work with are fully compliant with current data protection legislation. You can read the privacy notices of our partner companies when you link through to them (for example, to register for an event).

Glossary of terms

Personal Data: any information relating to a living person who can be directly or indirectly identified by reference to an identifier.

Special Category Data: personal data which is classed as more sensitive so therefore requires more protection. For example, information about a person’s race, ethnic origin, politics, religion, trade union membership, genetics, biometrics, health, sex life or sexual orientation.