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Privacy Statement

Privacy Statement

Please note that we have an alternative Privacy Statement for Recruitment & Employees.

Calida Care Privacy Statement – Client’s

Please read this privacy statement carefully. It contains important information you need to know about who we are, how and why we collect, store, use and share your personal information, your rights in relation to your personal information and how to contact us and other organisations in the event you have a complaint.


As part of the services we offer and in order that we can provide care and support services to the people we support, we collect and use certain personal information about you.

Personal information means any information about you from which you can be identified, but it does not include information where your identity has been removed (anonymous data).

As the ‘controller’ of personal information, we are responsible for how that data is managed. The General Data Protection Regulation (“GDPR”), which applies in the United Kingdom and across the European Union, sets out our obligations to you and your rights in respect of how we manage your personal information.

As the ‘controller’ of your personal information, we will ensure that the personal information we hold about you is:

  1. Used lawfully, fairly and in a transparent way.
  2. Collected only for valid purposes that we have clearly explained to you and not used in any way that is incompatible with those purposes.
  3. Relevant to the purposes we have told you about and limited only to those purposes.
  4. Accurate and kept up to date.
  5. Kept only as long as necessary for the purposes we have told you about.
  6. Kept securely.

If you have any questions about this privacy notice or would like further explanation as to how your personal information is managed, please send an email to, write to Calida Care Ltd, 6 Faraday Court, Rankine Road, Basingstoke, Hampshire, RG24 8PF, or call 01256-700991

Please note when we refer to:

  • A “public body” we mean any organisation in the United Kingdom which delivers, commissions or reviews a public service and includes (but is not limited to) the Ombudsman, local authorities, councils, unitary authorities, clinical commissioning groups, health and social care trusts, the National Health Service as well as their arm’s length bodies and regulators.
  • A “social or health care professional” we mean any person who provides direct services, acts as consultant or is involved in the commission of your healthcare or social care services, including (but not limited to) your General Practitioner (GP), dental staff, pharmacists, nurses and health visitors, clinical psychologists, dieticians, physiotherapists, occupational therapists, hospital staff, social workers and other care and support related professionals.

The personal information we collect and use in relation to people who enquire about and use our services

Information collected by us:

When you enquire about our care and support services through our website, phone, email, post, face to face or social media, and during the course of providing care and support services to you, we collect the following personal information when you provide it to us:

  • Your name, home address, date of birth and contact details (including your telephone number(s) & email address) and emergency contacts (i.e. name, relationship, address, email and home and mobile numbers)
  • Your allergies and any medical, physical or mental conditions and in particular, your care and support needs.
  • Your likes, dislikes and lifestyle preferences (including your religious beliefs or other beliefs of a similar nature, racial or ethnic origin, health, marital status and gender) in so far as they relate to providing you with suitable care.
  • Credit or direct debit details (if you pay for some or all of our services using one of these methods)
  • Your feedback and contributions to questionnaires and surveys about the service we offer
  • Your compliments, complaints or concerns about the service we provide
  • Any accidents and incidents or near misses you may have been involved in whist on our premises or whilst our employees are delivering a regulated service to you; this may include details of injuries and treatment you may have received.
  • Any other relevant information provided by an Attorney or Deputy if applicable
  • Any other relevant information necessary for the provision of a safe service that meets your care and support needs

When using our website, we collect standard internet log information (commonly known as cookies), including:

  • IP address
  • Details of the pages you visit
  • General details about the type of computer or device that you are using

This is statistical information only which we collect in order to find out the numbers of visitors to our site and the pages they have visited. This information collected in such a way that it is not used to identify individuals. Where we do collect personal information on the website, this will be made obvious to you through the relevant pages. See our full cookie policy for more information.

Please be aware that our website may provide you with links to other websites. If you follow a link to any other website, please note they have their own privacy promises. We do not accept any responsibility or liability for the privacy and security practices of such third-party websites and your use as such is at your own risk.

Information collected from other sources:

We also obtain personal information from other sources such as:

  • your allergies and any medical, physical or mental conditions and in particular your care and support needs, from any appropriate external social or health care professionals (including your GP)
  • your name, home address, date of birth, contact details, needs assessments and financial assessments from any appropriate external social or health care professionals (including any relevant public body regardless of whether you are publicly funded)
  • your likes, dislikes and lifestyle preferences (including your religious beliefs or other beliefs of a similar nature, racial or ethnic origin, health and gender) in so far as they relate to providing you with suitable care, from your family, friends and any other person nominated as your representative.
  • your Attorney or Deputy if applicable

How we use your personal information:

We collect and use your personal information for the purposes of the performance of a contract, for the provision of social care services and to demonstrate compliance with our regulatory framework and the law as follows:

  • To prepare, review and update a suitable care plan, risk assessments and assessments, describing the nature and level of care and support services which you have requested we supply to you.
  • To communicate with you, your representatives and any appropriate external social or health care professional about your individual needs and personalise the service delivered to you
  • To make reasonable adjustments, when required, to meet your individual needs
  • To invoice you for the care and support services in accordance with our Terms and Conditions of Service
  • To carry out quality assurance procedures, review our service and improve our customer experience (please note that feedback can also be anonymous)
  • To notify you about any changes to the service which are relevant to you
  • To monitor how effective our services are and to make sure that the services we provide meet your needs

Who we share your personal information with:

We regularly share your medical information with appropriate external social or health care professionals (including your GP and pharmacist) and any individuals you have nominated as your representative as and when required.

This data sharing enables us to establish the type of care and support you need. It also allows us to design the right care package to suit your individual circumstances, including if (in future) you decide to receive care from an alternative provider.

We will share personal information with law enforcement or other authorities if required by law. This includes information required by public bodies to evidence our compliance with the applicable regulatory framework. We are also required to share personal information with external social or health care professionals, including public bodies and local safeguarding groups (in some circumstances) to ensure your safety.

We will also share your information with:

  • The relevant members of our staff including field-based staff (Live-In Carers) who need to know this information in order to provide our services to you or your family. We will only share such of your information as our staff need to know in order to carry out their job.
  • Our office personnel involved in the management and administration of the care services which you or your family are receiving
  • Other health and/or social care professionals and emergency services where appropriate.

We will not sell or trade your personal information with any other third party.

Whether information has to be provided by you, and if so why:

The provision of your medical, physical or mental condition is necessary to enable us to create a care plan and to provide you with suitable care and support services. Without this information, we will not be able to assess your care needs or provide any care services to you.

The provision of your name, home address is required so that we can arrange a care worker to attend your home to deliver the services and so that we can invoice you for the fees.

Third parties:

In order to deliver our service to you, we may rely on third parties to provide specialist support to us. To provide this support they will have access to, or a duty of care over your personal information. These providers are:

  • IT and Telecoms Support companies – to ensure the safe, secure and resilient operation of our IT infrastructure including computers, servers, phones and mobile devices
  • Software support companies – to provide specialist support and resolve issues with the software that we run, for example the systems we use to store and manage your customer records
  • Data archiving companies – responsible for the secure storage and destruction of records.
  • Communication service providers such as Royal Mail and network providers
  • Relevant authorities such as CQC
  • Service providers such as insurance providers, invoicing providers
  • Auditors

We will not sell or trade your personal information with any other third party.

How long your personal information will be kept:

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

The personal information we hold

Reasons we can collect and use your personal information:

We rely on the following grounds within the GDPR as the lawful basis on which we collect and use your personal data and special category information (such as your health):

  1. Article 6(1)(b) – processing is necessary for the performance of our contracts to provide individuals with care and support services
  2. Article 6(1)(c) – processing is necessary for us to demonstrate compliance with our regulatory framework and the law
  3. Article 9(2)(h) – processing is necessary for the provision of social care or the management of social care systems and services

We also rely on Article 6(1)(f) – to process your personal data in pursuit of legitimate interests, which include;

  • Corporate due diligence and financial modelling, service development and innovation – the privacy impact on you is expected to be minimal. We will process your data internally to ensure our business is stable, trusted and innovating to provide the best possible service to you

Transfer of Information out of the EEA:

All your personal data is stored and processed on systems that are within the European Economic Area (EEA) and offer the same level of legal protection and rights over your data.

In certain situations, we transfer your personal information to countries which are located outside the European Economic Area (EEA). This is done in order to provide our employees with your name, address, contact details and the care needs information which they require to deliver a safe service. This information is only shared once you have accepted the employee as part of the service we provide.

This international transfer is under Article 49(1)(b) – the transfer is necessary for the performance of a contract between the data subject and the controller. Such countries do not have the same data protection laws as the United Kingdom and EEA. Any transfer of your personal information will be subject to appropriate or suitable relevant safeguards that are designed to help safeguard your privacy rights and give you remedies in the unlikely event of a misuse of your personal information. (as permitted under Article 49 of the GDPR). We will not otherwise transfer your personal data outside of the United Kingdom or to any organisation (or subordinate bodies) governed by public international law or which is set up under any agreement between two or more countries.

Your rights

Under the GDPR you have a number of important rights. In summary, those include rights to:

  1. Fair processing of information and transparency over how we use your use personal information
  2. Access to your personal information and to certain other supplementary information that this Privacy Notice is already designed to address
  3. Require us to correct any mistakes in your information which we hold
  4. Require the erasure (i.e. deletion) of personal information concerning you, in certain situations. Please note that if you ask us to delete any of your personal information which we believe is necessary for us to comply with our contractual or legal obligations, we may no longer be able to provide care and support services to you
  5. Receive the personal information concerning you which you have provided to us, in a structured, commonly used and machine-readable format and have the right to transmit those data to a third party in certain situations
  6. Object at any time to processing of personal information concerning you for direct marketing – we do not process your personal information for marketing purposes
  7. Object to decisions being taken by automated means which produce legal effects concerning you or similarly significantly affect you
  8. Object in certain other situations to our continued processing of your personal information
  9. Otherwise restrict our processing of your personal information in certain circumstances
  10. Claim compensation for damages caused by our breach of any data protection laws

For further information on each of those rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals’ rights under the General Data Protection Regulation.

How to contact us

If you would like to exercise any of those rights, please:

  • Email, write to us at Calida Care, 6 Faraday Court, Rankine Road, Basingstoke, Hampshire, RG24 9PF call at 01256-700991.
  • Let us have enough information to identify you (eg: your name and address)
  • Let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill)
  • Let us know the information to which your request relates, including any account or reference numbers, if you have them

Keeping your personal information secure

  • We have appropriate security measures in place to prevent personal information from being accidentally lost, used or accessed in an unauthorised way. We limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.
  • We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.
  • Please note that upon commencement of our service, a copy of your Care Plan/Assessments will be placed in your home for the carer to access for information and purposes of record keeping.
  • If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit Get Safe Online is supported by HM Government and leading businesses.

How to complain

We hope that we can resolve any query or concern you raise about our use of your information.

The GDPR also gives you right to lodge a complaint with a supervisory authority, in particular in the European Union (or European Economic Area) state where you work, normally live or where any alleged infringement of data protection laws occurred. The supervisory authority in the UK is the Information Commissioner who may be contacted at or telephone: 0303 123 1113.

Changes to this privacy statement

We reserve the right to update this privacy notice at any time, and we will provide you with a new privacy notice when we make any substantial updates. All other changes will be updated on our website.

Questions and comments regarding this privacy statement are welcomed and should be addressed to

Privacy Statement, Clients – V1 06/19

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