Privacy Notice

At Endear Solutions, we are committed to protecting your privacy and ensuring that your personal information is handled with the highest standards of confidentiality, integrity and security. We understand that when individuals seek care and support, or simply contact us for information, they are placing significant trust in our organisation. Protecting that trust is fundamental to everything we do. This Privacy Notice explains how we collect, use, store, share and protect your personal information when you visit our website, enquire about our services, become a client, apply for employment or otherwise engage with Endear Solutions. It also
explains your rights under the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and other applicable data protection legislation.

Who We Are

Endear Solutions is a Care Quality Commission (CQC) regulated domiciliary care provider delivering high-quality, person-centred support to adults living within their own homes. Our aim is to help people maintain their independence, dignity and wellbeing through compassionate, reliable and tailored care. As part of delivering these services, Endear Solutions acts as the Data Controller, meaning we are responsible for deciding how your personal information is
collected, used and protected. If you have any questions about this Privacy Notice or how your personal information is processed, you can contact us at:

Endear Solutions
84 Salop Street
Wolverhampton
WV3 0SR
Telephone: 01902 212203
Email: info@endearsolutions.co.uk
Website: www.endearsolutions.co.uk

Why We Need to Process Your Personal Information

Providing safe, effective and person-centred care requires us to process personal information in a lawful and responsible manner. We collect and use information so that we can respond to enquiries, assess care needs, develop personalised care plans, communicate effectively with individuals and their families, recruit and manage our workforce, comply with legal and regulatory requirements, protect vulnerable adults, investigate concerns or complaints, improve
the quality of our services and maintain accurate business records. Without processing certain personal information, we would be unable to safely provide care or meet our obligations as a regulated care provider.
Where we process information relating to an individual’s health, care needs or other sensitive matters, this is carried out in accordance with Article 9 of the UK GDPR, which permits the processing of special category data where it is necessary for the provision of health and social care or to comply with legal obligations.
What Information We Collect The type of information we collect depends upon your relationship with Endear Solutions. If you enquire about our services or become a client, we may collect your name, address, date of birth, telephone number, email address, emergency contact details, NHS number where
applicable, GP details, next of kin information and other contact information necessary to deliver care safely.
In order to provide appropriate care and support, we may also collect health-related information, including medical history, diagnosed conditions, prescribed medication, allergies, mobility needs, communication requirements, mental capacity assessments, risk assessments, care plans and records relating to the care we provide. This information enables us to tailor our services to your individual needs while ensuring your safety and wellbeing. If you apply for employment with Endear Solutions, we may collect information relating to your qualifications, employment history, references, Disclosure and Barring Service (DBS) checks,
Right to Work documentation, occupational health information and any other information required to assess your suitability for employment within a regulated care environment. When you visit our website, certain technical information may be collected automatically. This may include your IP address, browser type, operating system, device information, pages viewed, the date and time of your visit and other anonymous analytical information that helps us understand how our website is being used.

How We Collect Your Information

Most personal information is collected directly from you when you complete enquiry forms, contact us by telephone or email, request information about our services, complete assessments, sign consent forms, apply for employment or otherwise communicate with us. In some circumstances, and only where appropriate and lawful, information may also be obtained from hospitals, General Practitioners, NHS organisations, Local Authorities, social workers, family members, attorneys acting under a Lasting Power of Attorney, Court Appointed Deputies or other professionals involved in your care.

Lawful Basis for Processing

We only process personal information where there is a lawful basis to do so under the UK GDPR. Depending on the circumstances, this may include your consent, the performance of a contract, compliance with a legal obligation, protecting vital interests, carrying out tasks in the public interest or pursuing legitimate interests in operating our business responsibly. Where we process health information or other special category data, we do so only where the law specifically permits us, including where processing is necessary for the provision of health or social care services or to fulfil our legal responsibilities as a regulated provider.

Privacy and Next of Kin

We recognise the important role that family members, carers, attorneys and other
representatives often play in supporting individuals receiving care. Where appropriate and with your consent, or where another lawful basis applies, we may share relevant information with your nominated next of kin or authorised representative to support your health, safety and wellbeing. We always seek to respect your wishes regarding confidentiality and will only share information that is necessary, proportionate and lawful.

Who We Share Your Information With

Your personal information will only be shared where it is necessary to provide care, comply with legal obligations or protect your safety. This may include sharing information with NHS organisations, General Practitioners, hospitals, Local Authorities, safeguarding teams, emergency services, the Care Quality Commission, payroll providers, pension providers,
insurance providers, legal advisers and trusted IT service providers who support our secure systems. We will never sell your personal information to third parties, and any organisation processing information on our behalf is required to meet appropriate standards of confidentiality and data security.

Google Ads

Our website may use Google Ads to help promote our services and better understand how visitors find and interact with our website. Google may use cookies and similar technologies to measure advertising performance, improve the relevance of advertisements and analyse website usage. This information is generally collected in accordance with Google’s own Privacy Policy and does not normally identify you personally. You can manage your advertising preferences through your Google Account or by adjusting your browser settings.

Cookies

Our website uses cookies to improve your browsing experience and ensure that the website functions effectively. Cookies are small text files stored on your device that help remember your preferences, improve website performance, enhance security and provide anonymous statistical information about how visitors use our website. Some cookies are essential for the operation of the website, while others help us improve our services through analytics or advertising. Where
required by law, we will ask for your consent before placing non-essential cookies on your device. You can accept, reject or manage your cookie preferences at any time through your browser settings or our cookie management tool. Please note that disabling certain cookies may affect how some parts of our website function.

How We Protect Your Information

Endear Solutions takes the security of your personal information extremely seriously. We have implemented appropriate technical and organisational measures designed to protect information against accidental loss, unauthorised access, misuse, alteration or disclosure. These measures include secure electronic systems, encryption where appropriate, password-protected devices, restricted staff access based upon job role, regular staff training in data protection and confidentiality, secure storage of paper records, confidentiality agreements for employees and procedures for the secure disposal of confidential information. We continually review our security arrangements to ensure they remain appropriate and effective.

How Long We Keep Your Information

We retain personal information only for as long as it is necessary to fulfil the purposes for which it was collected or to comply with legal and regulatory requirements. Care records are retained in accordance with the NHS Records Management Code of Practice and other applicable legislation. Recruitment records relating to unsuccessful applicants are normally retained for up to twelve months, while employee records are generally retained for six years after employment has ended unless legislation requires a longer retention period. Financial records are retained for a minimum of six years in accordance with HM Revenue & Customs requirements. General website enquiries are usually retained for up to twenty-four months unless an ongoing relationship exists. Once information is no longer required, it is securely deleted or destroyed using approved methods.

Your Rights

Under the UK GDPR, you have a number of important rights regarding your personal information. These include the right to be informed about how your information is used, the right to access your personal information, the right to request correction of inaccurate or incomplete information, the right to request erasure in certain circumstances, the right to restrict or object to processing where appropriate, the right to data portability and the right to withdraw consent where consent is the lawful basis for processing. Some of these rights may be subject to legal limitations where we are required to retain information or continue processing it for lawful reasons.

Your Right to Complain

We hope that we can resolve any concerns you may have regarding how your personal information is handled. If you have any questions or concerns, we encourage you to contact Endear Solutions in the first instance so that we can investigate and address the matter promptly. If you remain dissatisfied, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK’s independent authority responsible for upholding information rights and data protection law.

The Information Commissioner’s Office can be contacted at Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Their telephone number is 0303 123 1113, and further information is available through their official website at https://ico.org.uk.

Third-Party Websites

Our website may occasionally contain links to third-party websites for your convenience or to provide additional information. Please be aware that these websites operate independently of Endear Solutions and have their own privacy policies. We are not responsible for the content, security or privacy practices of external websites and recommend that you read their privacy notices before providing any personal information.

Website Disclaimer

Whilst Endear Solutions makes every reasonable effort to ensure that the information published on this website is accurate, current and helpful, we cannot guarantee that all information will remain complete or up to date at all times. The content provided on this website is intended for general information only and should not be regarded as professional medical, legal or financial advice. Individuals should seek appropriate professional advice before making decisions based upon the information contained within this website. Endear Solutions accepts no liability for any loss or damage arising from reliance upon information published on this website or from the use of external websites accessed via links provided on our site.

Changes to This Privacy Notice

This Privacy Notice may be updated from time to time to reflect changes in legislation, regulatory guidance, technological developments or the way Endear Solutions provides its services. Any revisions will be published on this page, and the most recent version will always apply. We encourage visitors to review this notice periodically to remain informed about how we protect personal information.

Contact Us

If you have any questions about this Privacy Notice, wish to exercise any of your rights or require further information about how Endear Solutions processes your personal information, please contact us using the details provided above. We will always endeavour to respond promptly, transparently and in accordance with our legal obligations.