Eldercare Privacy Policy

This privacy policy applies to all customers whose personal data is directly collected and processed by Eldercare.

Eldercare values your custom and knows how important protecting your privacy is to you. That is why we never sell, rent or give any of your personal details to anyone else for marketing purposes. We will only collect and process your personal data when we have lawful bases for doing so. These lawful bases include when you provide us with consent, when we have a contractual obligation to collect or process the data and when we have a legitimate interest in processing your personal data.

We are committed to ensuring that your privacy is protected. This privacy policy sets out how we use and protect any information that you give to us. Any personal data that we ask you to provide is handled in accordance with the General Data Protection Regulations (GDPR) 2016.

What information we collect and how we use it

We only collect the information that you, or your representative with your permission, actively provide us with in order to deliver an effective alarm monitoring service as per our contractual agreement, or for other legitimate business purposes. We will need to collect and use information about:

  • The person using the service
  • The person representing the service user (if applicable)
  • The person responsible for paying for the service
  • Any person(s) identified as an emergency contact/next of kin
  • The medical practitioner of the person using the service

With your permission, we can also use your contact details to keep you informed of developments at Eldercare.

How we collect information about you

We may collect and process information about you in the following ways:

  • Information that you provide to us when you phone us, fill in forms on our website(s), complete paper forms that we send to you or make available to you or when you respond to our promotions
  • If you contact us, we may keep a record of that correspondence
  • When you complete surveys and participate in market research (which are voluntary)
  • Transactions that you carry out through our website
  • Visits to our website and the resources that you access
  • Any personal information generated by the use of a pendant alarm, fall detector or other products or services, as a result of calls made to our 24/7 control centre

 

Why we use the information about you

We gather this information to enable us to process your application, any orders you may make and to provide the goods and services requested. In particular, we (and our service providers when acting on our behalf) may use your information to:

  • Provide you with goods and services
  • Contact the service user, their representative and any emergency contacts about the service or status of their account (if necessary)
  • Analyse the use of any alarm or monitoring equipment
  • Enhance the service
  • Develop new products or services
  • Request voluntary customer satisfaction feedback and suggestions
  • Remind you to test your alarm equipment

Additionally, we will ask for your specific permission to contact you with information about other relevant services and promotional offers, as well as how you would like us to communicate with you.

You can change your consent and contact preferences easily and at any time.

Following up enquiries

We like to follow up any enquiries that we receive to ensure that you have everything you need to make an informed choice about selecting your alarm service. However, after attempting to contact you we will automatically remove you from our database should we not hear back from you.

Voice recording

When you call Eldercare we record and may monitor your call in order to help with staff development and quality control purposes, as well as for legal and/or contractual reasons. However, we do not record any bank or payment details that are given verbally.

Sensitive data

When agreeing to our monitoring services you acknowledge that we may gather some sensitive personal data about you, such as your medical/health conditions. This is necessary for us to offer the correct care and provide you with an effective service. We will not take any sensitive information that is not relevant to the provision of the service and expressly request that you do not provide any such sensitive data to us.

How long do we keep your data?

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

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure or your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means and the applicable legal requirements.

You may request removal of your data from our systems at any time. Unless there is a compelling reason for the data not to be erased (for example, if we need to use that data to fulfil our contractual or legal obligations), your personal data will be deleted on request.

Does Eldercare disclose the information it collects to anyone outside the company?

We never pass on any of your information to third parties without your permission and only in order to provide you with an effective service in line with our contractual service obligations. (For example, we will pass your details to the emergency services should we consider that you may be in need of urgent medical attention).

We may disclose your personal data to others if we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use and other agreements, or to protect the rights, property or safety of Eldercare, our customers or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction, including HMRC.

We may, under contract, disclose your information to third parties who are involved in providing the service, including their partners, agents and contractors. Any third parties that we use have their own privacy policy and are, or working towards being, GDPR compliant.

Do we keep web logs?

We maintain data from the internet in order to evaluate the popularity of our website and for security reasons.  

We collect search terms you have used to either find our website or used on our website, a record of all browsing behaviour including links clicked. This is done via a cookie which is set on your first arrival to our website and the contents of any form you submit to us.

We do not collect information about browsing habits outside of our domains.

By using and browsing our website, you consent to cookies being used in accordance with this policy. If you do not consent, you must turn off cookies or refrain from using the website. Most browsers allow you to turn off cookies and switching off cookies should not noticeably restrict your use of our website.

Any third party services that we use to help measure the performance of our website have their own privacy policy and are, or working towards being, GDPR compliant.

Links to external websites

Eldercare may link to third party websites that we think display content that you may find useful. It’s important to note that this privacy policy only covers our own domains (eldercare.co.uk, pendant-alarms.co.uk and careline-alarms.co.uk). We highly recommend that you verify the privacy policies on any external websites before submitting personal information.

Where we store your data and who has access

We only store your data in our Eldercare managed secure environment within the UK. Only valid and authenticated users have access to internal data platforms.

Your consent

By entering your details either on-line, by email or in writing, you consent to collection and use of this information as described above. If we change our privacy policy, we will publish any changes so that you are always aware of how we use your information.

Your rights and controlling your information

Under the GDPR you have a right to:

  1. Be informed of what we do with your data
  2. Request to see what data we hold on you, free of charge
  3. Correct your data if inaccurate
  4. Erase your data in certain circumstances
  5. Restrict processing of your data
  6. Have your data sent to another party at your request
  7. Object to our processing
  8. Be informed of any automated decision-making and profiling we might use
  9. Seek damages if we fail to keep your data safe

The accuracy of your information is important to us and we would like you to contact us should any of your details change so that we can update our records. If at any point you believe that the information we process on you is incorrect you may request to see this information and have it corrected or deleted.

Data Security and Data Breaches

We have put in place appropriate security measures to prevent your personal data from being accidently lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

Our Data Security Policy includes a clear process for handling a personal data breach. Should this occur, we will notify you promptly of any unauthorised access to your personal information.

Complaints

If you wish to raise a complaint on how we have handled your personal data, you can contact us and we will investigate the matter. Please contact Mrs Rita Bhullar, Customer Care Manager, Eldercare (UK) Ltd, 847 Burnley Road, Loveclough, Rossendale, Lancashire BB4 8QL or email: info@eldercare.co.uk or telephone 01706 242803.

If you are not satisfied with our response or believe we are not processing your personal data in accordance with the law, you can complain to the Information Commissioner’s Office (ICO).

For more information on GDPR and your rights, please see https://ico.org.uk/for-the-public/

Eldercare (UK) Ltd is located at 847, Burnley Road, Loveclough, Rossendale BB4 8QL. Registered Company Number 2163445.

Version 1 May 2018