Privacy Policy
In this policy we use the term residents to refer to those who use or service.
We recognise the privacy and security of personal information is of great importance to residents, their families and friends but also to professionals such as doctors and other health care workers who help us in the care of residents.
This Policy sets out why we need to collect personal information relating to residents, families, friends and or their representatives how we use it and how we protect it.
We have appointed a Data Protection Officer who is responsible for overseeing questions relating to this privacy notice. The policy is governed by the principles of collecting and using personal details only when it helps us provide a better service to our residents and to meet the legitimate interests required to protect residents and staff.
The personal information we refer to in this notice includes information that can be used to identify you. Name and address care the main examples.
1. How do we collect information?
We collect information about you when you enquire about the services our care home provides, when you use the website and when you become a resident or day care. Information may also be collected when you complete questionnaires or surveys or provide feedback on any of our services
2. What types of information do we collect?
Personal data or personal information can be any information about an individual from which that person can be identified. We may collect, use, store and transfer different types of personal data about you which we have grouped together as follows:
When you enquire about our care home and services
i. Personal information including your name, address, telephone numbers and email address
When you use our website (willanhouse.co.uk)
ii. Any personal details you knowingly provide us through emails such as name, address, phone numbers, email address. We use this information to respond to your requests and to communicate with you
iii. Your preferences and use of email updates, recorded by emails we send to you (if you opt for email updates)
iv. Your IP address: this is a string of numbers unique to your computer that is recorded by our web server when you request any page or component on the website. The information helps us measure the use and activity on our website
When you are resident or are receiving day care at our home
i. Personal information including title, full name, maiden name, marital status, date of birth, gender, contact details including address for billing and/or correspondence, phone numbers, email addresses, contact details of next of kin, your GP and other health professionals
ii. Information and background about your life including social history, health and well being treatment and care. This may include information on ethnicity, gender, marital status, sexual orientation and details of medication provided
iii. Notes and reports of your health and care provision including medication and care plans
iv. Accidents and incidents, compliments and complaints
v. Contributions of resident questionnaires and surveys
Where you are a relative, next of kin, attorney or deputy to one of our residents
i. Personal details including title, full name, address phone number and email address, relationship to the resident
When you visit Willan House
i. Name of visitor, purpose of visit and car registration number
What information do we get from other sources?
We work closely with stakeholders
• Lincolnshire County Council (LCC),
• United Lincolnshire Hospitals Trust (ULHT)
• Lincolnshire Partnership Foundation Trust (LPFT)
• local Clinical Commissioning Groups as well as regulators, medical professionals to provide and deliver a multidisciplinary care service. We will receive information from them regarding health and social care specific to you including admission details, care records and medical records
We also work with other companies who provide professional services, advertising and marketing services
How we use the information about you?
i. We process your personal data to manage the services we provide for you, to carry out our obligations arising from any contracts entered in to between ourselves and you, to provide you with information or services you have requested
ii. Your care plan/record will contain detailed information about health and illness, medical appointments and treatments. It will also contain details of your attorney, deputies, immediate family and next of kin. We will share these with medical and allied professionals who have a legal and legitimate need to use the information in support of the care provided to you
iii. We will share the information within Willan House (Stainfield) Ltd to provide necessary administrative and managerial support.
iv. We use personal or anonymised data to review the performance of our care services as part of our programme of continuous development
v. We may use your details to contact you about changes to any of our services
vi. We share information with the NHS CCGs, local and health authorities, medical professionals and regulators regarding resident’s health and care including admission details, care and medical records
vii. We use cookies on our website to collect information enabling us to improve and better present our services
We are required on occasions to provide specific information about you without your consent or that of your representative. This may include
i. Reporting on health and safety issues including infectious diseases
ii. Where there is a legal or statutory requirement, court order or public authority instructs us to do so
iii. Supporting police investigations, professional conduct hearings and safeguarding investigations in the public interest
In exceptional circumstances we may be required to share information without your or your representatives’ consent. This may include
i. Where a serious crime or fraud has been committed
ii. If there is a serious risk to the public, resident or employee
iii. Where there is a need to protect vulnerable adults (or children) who are not able to decide if their personal data should be shared
How we store, process and protect your data?
We take privacy and security of your personal data seriously. We ensure we handle your data with the highest level of care, have clear internal procedures and security to our premises and IT to prevent unauthorised access, damage or loss of your data.
How long we hold your personal data?
i. We only keep your data for as long as necessary to fulfil the purposes we collected it for, including satisfying legal, contractual or reporting requirements. How long we keep data for is determined by law and also largely by necessity. Once your information is no longer required it is securely destroyed
ii. You can ask us to delete/destroy your data when retaining it is no longer necessary
iii. Whilst at all times compliant with legislation and acting reasonably we reserve the right to judge what information we must continue to hold to be able to fulfil our legal and contractual obligations.
iv. We may anonymise your data so you cannot be identified for research and/or analysis in which case we may use this information indefinitely without further informing you
v. Where we process data purely on consent you may withdraw that consent at any time
Access to information and correction
i. You have a right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please email or write to us at Willan House.
ii. We try to respond to legitimate requests within one month. It may take longer if your request is more detailed or complex, if so, we shall keep you informed
iii. We want to make sure that your personal information is up to date and accurate. You may ask us to correct or remove information that you think is inaccurate
iv. We may ask you for proof of identity before we share your personal data with you or your representative
Use of Cookies
When you use our website, www.willanhouse.co.uk small files are sent to your computer. These are cookies and cannot be used to identify you but improve the way the website works by reducing the time it takes for pages to be accessed. Cookies help us to know what people are looking for on the website and in turn enables us to improve the online content and experience. You are asked when you first access our website if you are happy for us to store and access cookies.
Some cookies are deleted each time you close down your browser, others remain on your computer or device and enable us to remember you are a returning visitor. You either delete them or they expire.
Your browser has settings that you can use to block cookies and to delete them.
Examples of cookies that we use are via Google Analytics which help us to understand how the website is performing