Who we are
hospital-to-home.uk is provided by Tech in Care (‘We’, ‘Us’, ‘Our’) of 79a High Street, Teddington, England, TW11 8HG.
How we use your information
This privacy notice tells you what to expect when Hospital to Home collects personal information. It applies to information we collect about:
- visitors to our websites;
- complainants and other individuals in relation to a data protection or freedom of information complaint or enquiry;
Visitors to our websites
When someone visits hospital-to-home.uk we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will be up front about this. We will make it clear when we collect personal information and will explain what we intend to do with it.
Our website and our provided solutions use search to power them. Search queries and results are logged anonymously to help us improve our website and search functionality. No user-specific data is collected by either Hospital To Home or any third party.
We use a third party provider, Hubspot, to deliver our e-newsletters. We gather statistics around email opening and clicks using industry standard technologies including clear gifs to help us monitor and improve our e-newsletter. For more information, please see HubSpot’s privacy notice here.
Security and performance
We have put in place appropriate security measures to prevent your personal information from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal information to those employees, agents, contractors and other third parties who have a business need to know.
People who contact us via social media
If you send us a private or direct message via social media the message will be stored by us for twelve months. It will not be shared with any other organisations.
People who email us
Any email sent to us, including any attachments, may be monitored and used by us for reasons of security and for monitoring compliance with office policy. Email monitoring or blocking software may also be used. Please be aware that you have a responsibility to ensure that any email you send to us is within the bounds of the law.
People who use our LiveChat services
We use a third party provider, HubSpot, to supply and support our live chat service, which we use to handle customer enquiries in real time on many of our solutions.
If you use the live chat service we will collect your name, email address (optional) and the contents of your live chat session. This information will be retained for two years and will not be shared with any other organisations.
You can request a transcript of your live chat session if you provide your email address when prompted at the end.
People who make a complaint to us
When we receive a complaint from a person we make up a file containing the details of the complaint. This normally contains the identity of the complainant and any other individuals involved in the complaint.
We will only use the personal information we collect to process the complaint and to check on the level of service we provide. We may compile and publish statistics showing information like the number of complaints we receive, but not in a form which identifies anyone.
We usually have to disclose the complainant’s identity to whoever the complaint is about. This is inevitable where, for example, the accuracy of a person’s record is in dispute. If a complainant doesn’t want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis.
We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for two years from closure. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.
Similarly, where enquiries are submitted to us we will only use the information supplied to us to deal with the enquiry and any subsequent issues and to check on the level of service we provide.
When we take enforcement action against someone, we may publish the identity of the defendant in our Annual Report or elsewhere. Usually we do not identify any complainants unless the details have already been made public.
Complaints or queries
Tech in Care tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.
This privacy notice was drafted with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of Tech in Care’s collection and use of personal information. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the address detailed in the How to contact us section at the bottom of this page.
Access to personal information
Tech in Care tries to be as open as it can be in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a ‘subject access request’ under the Data Protection Act 2018. If we do hold information about you we will:
- provide you with a description of what we hold;
- tell you why we are holding it;
- tell you who it could be disclosed to; and
- let you have a copy of the information in an intelligible form.
To make a request to Tech in Care for any personal information we may hold you need to put the request in writing addressing it to our Information Governance department, or writing to the address detailed in the How to contact us section at the bottom of this page.
If you agree, we will try to deal with your request informally, for example by providing you with the specific information you need over the telephone.
If we do hold information about you, you can ask us to correct any mistakes by, once again, contacting the Information Governance department.
Disclosure of personal information
In many circumstances we will not disclose personal data without consent. However when we investigate a complaint, for example, we will need to share personal information with the organisation concerned and with other relevant bodies.
You can also get further information on:
- agreements we have with other organisations for sharing information;
- circumstances where we can pass on personal data without consent for example, to prevent and detect crime and to produce anonymised statistics;
- our instructions to staff on how to collect, use and delete personal data; and
- how we check that the information we hold is accurate and up to date.
Links to other websites
This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.
How to contact us
Information Governance department
Tech in Care Limited
C/O 79a High Street
Changes to this privacy notice
We keep our privacy notice under regular review. This privacy notice was last updated on 31 March 2021.