## 1. Introduction

Welcome to Roster Home Care. We are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, and safeguard your data when you use our services.

By using our services, you agree to the collection and use of information in accordance with this policy.

## 2. Information We Collect

### Personal Information

We may collect personal information that you provide directly to us, including:

- Name, address, email address, and phone number
- Date of birth and identification documents
- Medical history and health information
- Care requirements and preferences
- Emergency contact details
- Financial information for payment processing

### Automatically Collected Information

When you visit our website, we automatically collect certain information about your device and browsing activity, including:

- IP address and browser type
- Operating system and device information
- Pages visited and time spent on pages
- Referring website addresses

## 3. How We Use Your Information

We use the information we collect to:

- Provide, maintain, and improve our home care services
- Create personalized care plans tailored to your needs
- Process payments and manage billing
- Communicate with you about appointments, services, and updates
- Respond to your inquiries and provide customer support
- Send important notices and updates about our services
- Comply with legal obligations and regulatory requirements
- Protect against fraud and ensure the security of our services

## 4. Information Sharing and Disclosure

We do not sell, trade, or rent your personal information to third parties. However, we may share your information in the following circumstances:

- With Care Staff: Relevant information is shared with carers and healthcare professionals involved in providing your care
- Service Providers: With trusted third-party vendors who assist in operating our business (e.g., payment processors, IT services)
- Legal Requirements: When required by law, regulation, legal process, or governmental request
- Protection of Rights: To protect the rights, property, or safety of Roster Home Care, our clients, or others
- Business Transfers: In connection with a merger, acquisition, or sale of assets

## 5. Data Security

We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include:

- Secure servers and encrypted data transmission
- Restricted access to personal information
- Regular security assessments and updates
- Staff training on data protection and confidentiality
- Secure storage of physical and electronic records

However, no method of transmission over the internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

## 6. Your Rights and Choices

You have the following rights regarding your personal information:

- Access: Request a copy of the personal information we hold about you
- Correction: Request correction of inaccurate or incomplete information
- Deletion: Request deletion of your personal information, subject to legal obligations
- Restriction: Request restriction of processing in certain circumstances
- Objection: Object to processing of your personal information
- Data Portability: Request transfer of your data to another organization
- Withdraw Consent: Withdraw consent at any time where processing is based on consent

To exercise these rights, please contact us using the details provided at the end of this policy.

## 7. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to enhance your browsing experience and analyze website traffic. Cookies are small files stored on your device that help us:

- Remember your preferences and settings
- Understand how you use our website
- Improve website functionality and performance
- Deliver relevant content and advertisements

You can control cookies through your browser settings. However, disabling cookies may affect your ability to use certain features of our website.

## 8. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes outlined in this policy, unless a longer retention period is required by law. Typically, we retain client records for:

- Duration of service provision plus 8 years (in line with CQC requirements)
- Longer periods where required by law or for legal claims
- Anonymous statistical data may be retained indefinitely

## 9. Third-Party Links

Our website may contain links to third-party websites (such as CQC and homecare.co.uk). We are not responsible for the privacy practices or content of these external sites. We encourage you to review the privacy policies of any third-party sites you visit.

## 10. Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately so we can delete the information.

## 11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make changes, we will:

- Update the "Last Updated" date at the top of this policy
- Notify you of significant changes through our website or by email
- Make the updated policy available on our website

We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.

## 12. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

Roster Home Care

Email: enquiries@rosterhomecare.co.uk

Phone: 01603 552333

Address: [Your Business Address]

We will respond to all requests within 30 days of receipt.

## 13. Complaints

If you are not satisfied with how we have handled your data or responded to your request, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK supervisory authority for data protection:

Information Commissioner's Office (ICO)

Website: www.ico.org.uk

Helpline: 0303 123 1113

Email: casework@ico.org.uk