Fame 24hour Care Limited customer privacy notice

Registered name: Fame 24hour Care Limited

This privacy notice tells you what to expect us to do with your personal information.

Contact details

What information we collect, use, and why

We collect or use the following information to provide patient care, services, pharmaceutical products and other goods:

Name, address and contact details
Gender
Pronoun preferences
Date of birth
NHS/HSC/CHI number
National Insurance number
Next of Kin details including any support networks
Emergency contact details
Photographs
Health information (including medical conditions, allergies, medical requirements and medical history)
Information about care needs (including disabilities, home conditions, medication and dietary requirements and general care provisions)
Payment details (including card or bank information for transfers and direct debits)
Insurance policy details
Records of meetings and decisions
Call recordings
Information about income and financial needs for funding or personal budget support

We also collect the following information to provide patient care, services, pharmaceutical products and other goods:

Racial or ethnic origin
Genetic information
Biometric information (where used to identify someone)
Health information
Sex life information
Sexual orientation information

We collect or use the following personal information for the prevention, detection, investigation or prosecution of crimes:

Name, address and contact details

We also collect the following information for the prevention, detection, investigation or prosecution of crimes:

Genetic information
Biometric information (where used to identify someone)
Health information
Sexual orientation information

We collect or use the following information for safeguarding or public protection reasons:

Name, address and contact details
NHS/HSC/CHI number
Emergency contact details
Photographs
Health information (including medical conditions, allergies, medical requirements and medical history)
Information about care needs (including disabilities, home conditions, dietary requirements and general care provisions)
Relevant information from previous investigations
Test results (including psychological evaluations, scans, bloods, x- rays, tissue tests and genetic tests)
Records of meetings and decisions

We also collect the following information for safeguarding or public protection reasons:

Racial or ethnic origin
Religious or philosophical beliefs
Genetic information
Biometric information (where used to identify someone)
Health information
Sex life information
Sexual orientation information

We collect or use the following personal information for patient app or portal functionality:

Names and contact details
Addresses
Medical history
Payment details
Account information, including registration details
Information used for security purposes

We also collect the following information for patient app or portal functionality:

Political opinions
Religious or philosophical beliefs
Biometric information (where used to identify someone)
Sexual orientation information

We collect or use the following personal information to comply with legal requirements:

Name
Contact information
Identification documents
Health and safety information
Insurance details
Safeguarding information

We also collect the information to comply with legal requirements:

Racial or ethnic origin
Religious or philosophical beliefs
Genetic information
Biometric information (where used to identify someone)
Health information
Sexual orientation information

We collect or use the following personal information for recruitment purposes:

Contact details (eg name, address, telephone number or personal email address)
Date of birth
National Insurance number
Copies of passports or other photo ID
Employment history (eg job application, employment references or secondary employment)
Education history (eg qualifications)
Right to work information
Details of any criminal convictions (eg Disclosure Barring Service (DBS), Access NI or Disclosure Scotland checks )
Security clearance details (eg basic checks and higher security clearance)

We also collect the following information for recruitment purposes:

Racial or ethnic origin
Religious or philosophical beliefs
Genetic information
Biometric information (where used to identify someone)
Health information

We collect or use the following personal information for information updates, marketing or market research purposes:

Records of consent, where appropriate

We collect or use the following personal information for medical research or archiving purposes:

We collect or use the following personal information for dealing with queries, complaints or claims:

Names and contact details
Address
Customer or client accounts and records
Correspondence

We also collect the following information for dealing with queries, complaints or claims:

Health information

Lawful bases and data protection rights

Your right of access – You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.
Your right to rectification – You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.
Your right to erasure – You have the right to ask us to delete your personal information. You can read more about this right here.
Your right to restriction of processing – You have the right to ask us to limit how we can use your personal information. You can read more about this right here.
Your right to object to processing – You have the right to object to the processing of your personal data. You can read more about this right here.
Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. You can read more about this right here.
Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide patient care, services, pharmaceutical products and other goods are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for the prevention, detection, investigation or prosecution of crimes are:

Consent—We have your permission after we give you all the relevant information. Your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract—We need to collect or use the information to enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for safeguarding or public protection reasons are:

Consent—We have your permission after we give you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- Our legitimate interest in collecting and using personal information for safeguarding or public protection stems from our commitment to ensuring safety and security for individuals and the community. The primary benefits include:
  1. Protecting Individuals: By collecting relevant data, we can identify and support vulnerable individuals, preventing harm and promoting well-being. 2.Public Safety: Data usage enables us to detect and mitigate risks, enhancing the overall security of the community. This includes responding to threats and preventing criminal activities. 3. Compliance and Accountability: Maintaining records aids in compliance with legal obligations and enhances accountability in safeguarding practices. Balancing Benefits and Risks: – Minimizing Intrusion: We only collect essential data, reducing unnecessary intrusion. Our data collection practices are tailored to minimize impact and strictly adhere to privacy principles. – Transparency: Individuals are informed about how their data is used, ensuring openness and trust. – Data Protection: Robust security measures are in place to protect personal information, mitigating risks of unauthorized access or misuse. Our approach ensures that the benefits of data collection significantly outweigh potential risks. We prioritize protecting individual rights, and our processes are aligned with regulatory standards—balancing our interests with the rights and freedoms of individuals. This ensures that our necessity to use data does not unfairly override individual privacy rights.
Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.
Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.

Our lawful bases for collecting or using personal information for patient app or portal functionality are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- Our legitimate interest in collecting and using personal information for patient app or portal functionality centers on providing high-quality, personalized healthcare and enhancing user experience. The primary benefits include: 1. Enhanced Patient Care: By using personal information, we tailor health services to meet individual needs, ensuring personalized recommendations, reminders, and treatment plans that

improve health outcomes. 2. Improved Efficiency: Data utilization streamlines administrative processes, reducing wait times and optimizing appointment scheduling, ultimately providing a more efficient healthcare experience. 3. Patient Empowerment: Access to personal health details empowers patients, enabling them to actively engage and manage their health by tracking progress and communicating with healthcare providers. 4. Innovation and Development: Anonymized data helps in research and development, leading to healthcare advancements and improved services. Balancing Benefits and Risks: -Data Minimization: Only necessary information is collected, ensuring privacy and reducing unnecessary exposure. – Strong Security Measures: We implement advanced security protocols to protect personal data from unauthorized access or breaches. – Transparency and Control: Users are informed about data usage, with options to access, modify, or delete their information, fostering trust and control over their data. Our commitment ensures that the advantages of using personal information considerably outweigh potential risks. We prioritize safeguarding individual rights and privacy, aligning our processes with regulatory requirements to balance our operational needs with the well-being of our users.

Our lawful bases for collecting or using personal information to comply with legal requirements are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food,

water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.

Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.

Our lawful bases for collecting or using personal information for recruitment purposes are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- Our legitimate interest in collecting and using personal information for recruitment purposes is driven by the necessity to match candidates effectively with opportunities, enhancing both organizational growth and individual career development. Here are the key benefits: 1. Efficient Recruitment Process: Personal data utilization enables a streamlined recruitment process, helping to identify suitable candidates swiftly based on qualifications, experience, and skills, allowing timely hiring which benefits both the candidate and the company. 2. Candidate-Centric Experience: By

understanding candidates’ profiles, we provide a more personalized recruitment experience, offering relevant positions, feedback, and support, thus increasing candidate satisfaction and trust. 3. Improved Talent Matching: Collecting detailed candidate information ensures better alignment of

candidates’ aspirations and organizational needs, leading to higher job satisfaction and retention rates. Balancing Benefits and Risks: – Data Minimization: We collect only what is necessary for recruitment purposes to ensure privacy and minimize data exposure. – Security Measures: Robust security protocols protect candidate information from unauthorized access during the recruitment process. – Transparency: Candidates are informed about how their data will be used, allowing them to make informed decisions and maintain control over their personal information. By focusing on optimizing the recruitment process and enhancing candidate experience, the benefits derived from collecting and using personal data outweigh potential risks. We ensure compliance with data protection laws and prioritize candidates’ rights, mitigating risks and ensuring a fair balance between organizational needs and individual privacy.

Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.
Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.

Our lawful bases for collecting or using personal information for information updates, marketing or market research purposes are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for medical research or archiving purposes are:

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.
Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.

Where we get personal information from

Directly from you
Regulatory authorities
Family members or carers
Other health and care providers
Social services

How long we keep information

Fame dictates a 6-year retention schedule for information and records

Fame 24hour Care operates independently and does not share data control responsibilities with any other organization.

Others we share personal information with

Other health providers (eg GPs and consultants)
Organisations we need to share information with for safeguarding reasons
Legal bodies or authorities
Local authorities or councils

Duty of confidentiality

We are subject to a common law duty of confidentiality. However, there are circumstances where we will share relevant health and care information. These are where:

you’ve provided us with your consent (we have taken it as implied to provide you with care, or you have given it explicitly for other uses);
we have a legal requirement (including court orders) to collect, share or use the data;
on a case-by-case basis, the public interest to collect, share and use the data overrides the public interest served by protecting the duty of confidentiality (for example sharing information with the police to support the detection or prevention of serious crime);
If in England or Wales – the requirements of The Health Service (Control of Patient Information) Regulations 2002 are satisfied; or
If in Scotland – we have the authority to share provided by the Chief Medical Officer for Scotland, the Chief Executive of NHS Scotland, the Public Benefit and Privacy Panel for Health and Social Care or other similar governance and scrutiny process.

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a

complaint with us, you can also complain to the ICO.

The ICO’s address:

Information Commissioner’s Office

Wycliffe House Water Lane Wilmslow Cheshire

SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Last updated

8 November 2024

Privacy Notice