Privacy Policy

Louisa Homecare Limited is a domiciliary care provider based in Trowbridge, Wiltshire. We provide home care services and related support to clients, families, staff, applicants, professionals and visitors to our website.

Our company details are as follows:

Louisa Homecare Limited, Company Number 09579523, Unit 8 Ascot Court, White Horse Business Park, Trowbridge, Wiltshire, United Kingdom, BA14 0XA. Telephone: 01225 800875. Email: Keely@louisahomecareltd.uk.

• Name, address, telephone number and email address
• Information provided through contact forms, care enquiries and newsletter sign-ups
• Information about health, care needs, support requirements and preferences where relevant to providing care
• Emergency contact details, next of kin information and details of representatives acting on someone’s behalf
• Billing, payment and account information
• Website usage data, device information and cookie-related data
• Any information included in correspondence, feedback, complaints or safeguarding concerns

• Directly from you when you contact us by phone, email, form or in person
• From family members, attorneys, deputies or other authorised representatives
• From local authorities, healthcare professionals, commissioners or referrers where appropriate
• Through our website, including analytics and cookies where enabled
• During assessments, reviews, service delivery, recruitment and compliance processes

• To respond to enquiries and arrange assessments
• To provide safe, effective and appropriate home care services
• To manage care planning, reviews, communication and service changes
• To process invoices, payments and financial administration
• To meet legal, regulatory, safeguarding and quality assurance obligations
• To investigate incidents, complaints and concerns
• To improve our website, services and user experience
• To keep appropriate records and communicate with professionals involved in care where lawful and necessary

We process personal information where we have a lawful basis to do so under UK data protection law. Depending on the circumstances, this may include taking steps before entering into a contract, performing a contract, complying with a legal obligation, protecting someone’s vital interests, carrying out tasks in the substantial public interest, and our legitimate interests where those interests are not overridden by individual rights.

Where we process special category data, such as health information, we rely on additional conditions allowed by law, including health and social care provision, safeguarding, social protection, employment-related obligations, establishment or defence of legal claims, and substantial public interest where applicable.

• The individual concerned and, where appropriate, their family, representative, attorney or deputy
• GPs, hospitals, district nurses, pharmacists and other health or social care professionals
• Local authorities, commissioners and funding bodies
• Regulators, inspectors, safeguarding teams and law enforcement where required
• Professional advisers, insurers, payroll, IT and website service providers where they support our operations under appropriate safeguards
• Third parties where we are legally required or permitted to share information

We keep personal information only for as long as necessary for the purposes for which it was collected, including to meet legal, contractual, insurance, safeguarding, regulatory and operational requirements.

Retention periods may vary depending on whether the information relates to clients, website enquiries, staff, applicants, complaints, incidents or financial records. We review retention regularly and securely delete or anonymise data when it is no longer needed.

• Secure systems, restricted access and password protection
• Confidentiality expectations for staff and appropriate training
• Secure handling of records and information sharing on a need-to-know basis
• Processes for identifying, reporting and managing data breaches

• The right to be informed about how your information is used
• The right to request access to personal information we hold about you
• The right to request correction of inaccurate or incomplete information
• The right to request erasure in certain circumstances
• The right to restrict processing in certain circumstances
• The right to object to processing in certain circumstances
• The right to data portability where applicable
• Rights relating to automated decision-making, where relevant

If you have a concern about how we handle personal information, please contact us first so we can try to resolve it promptly.

You also have the right to complain to the Information Commissioner’s Office. Details can be found at www.ico.org.uk.

We may update this Privacy Policy from time to time to reflect changes in law, guidance, our services or our website. The latest version should always be available on this website.