Privacy Policy

GoCarely Ltd ("we," "us," or "our") is committed to protecting your privacy and ensuring the security of your personal data. We understand that arranging care involves sharing sensitive personal and health information, and we treat this responsibility with the utmost seriousness.

This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website (gocarely.co.uk), use our services, or communicate with us. It is designed to comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

GoCarely Ltd is the data controller responsible for your personal data. We are registered in England and Wales (Company Number: 14027819) and regulated by the Care Quality Commission (CQC).

If you have any questions about how we handle your data, you can contact our Data Protection Officer at privacy@gocarely.co.uk.

2. Information We Collect

We may collect, use, store, and transfer different kinds of personal data about you, which we have grouped together as follows:

• Identity Data: First name, last name, title, date of birth, gender, and relationship to the person requiring care.
• Contact Data: Billing address, care delivery address, email address, and telephone numbers.
• Financial Data: Bank account and payment card details used to process payments for our services.
• Transaction Data: Details about payments to and from you and other details of services you have purchased from us.
• Technical Data: Internet protocol (IP) address, your login data, browser type and version, time zone setting, and operating system collected via cookies. (See our Cookie Policy for more details).
• Marketing and Communications Data: Your preferences in receiving marketing from us and our third parties and your communication preferences.

3. How We Collect Your Data

We use different methods to collect data from and about you, including:

• Direct Interactions: You may give us your Identity, Contact, and Health Data by filling in forms (such as our online consultation form), corresponding with us by phone, email, post, or during an in-home assessment.
• Automated Technologies: As you interact with our website, we automatically collect Technical Data about your equipment and browsing actions.
• Third Parties or Publicly Available Sources: We may receive personal data about you from various third parties, including medical professionals (GPs, nurses), hospital discharge teams, social workers, or family members arranging care on your behalf.

4. How We Use Your Personal Data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

• Performance of a Contract: Where we need to perform the contract we are about to enter into or have entered into with you (e.g., to deliver home care services).
• Legitimate Interests: Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests (e.g., to improve our services and manage our business operations).
• Legal Obligation: Where we need to comply with a legal or regulatory obligation (e.g., sharing records with the CQC for inspection purposes).
• Vital Interests: In emergency situations where we need to protect your life or the life of another person (e.g., sharing medical details with paramedics).

5. Disclosures of Your Personal Data

To provide high-quality, safe care, we may have to share your personal data with the parties set out below:

• Healthcare Professionals: GPs, district nurses, occupational therapists, or emergency services involved in your care.
• Regulatory Bodies: The Care Quality Commission (CQC) or local safeguarding authorities, as required by law.
• Service Providers: IT and system administration providers (such as our CRM platform, GoHighLevel, and care planning software) who act as data processors under strict confidentiality agreements.
• Professional Advisers: Including lawyers, bankers, auditors, and insurers based in the UK who provide consultancy, banking, legal, insurance, and accounting services.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes.

6. International Transfers

Some of our external third parties (such as software providers) may be based outside the UK, meaning their processing of your personal data will involve a transfer of data outside the UK. Whenever we transfer your personal data out of the UK, we ensure a similar degree of protection is afforded to it by ensuring appropriate safeguards are implemented, such as utilizing Standard Contractual Clauses (SCCs) approved for use in the UK.

7. Data Security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used, or accessed in an unauthorized way, altered, or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors, and other third parties who have a strict business need to know. They will only process your personal data on our instructions, and they are subject to a duty of confidentiality.

8. Data Retention

We will only retain your personal data for as long as reasonably necessary to fulfill the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting, or reporting requirements.

By law, and in accordance with UK health and social care guidelines, we are generally required to keep basic information about our clients (including care plans and daily logs) for a minimum of 8 years after care services cease.

9. Your Legal Rights

Under certain circumstances, you have rights under data protection laws in relation to your personal data. These include the right to:

• Request access: Obtain a copy of the personal data we hold about you (Subject Access Request).
• Request correction: Have any incomplete or inaccurate data we hold about you corrected.
• Request erasure: Ask us to delete or remove personal data where there is no good reason for us continuing to process it.
• Object to processing: Object to our processing of your personal data for direct marketing purposes.
• Request restriction: Ask us to suspend the processing of your personal data under specific scenarios.
• Withdraw consent: Withdraw consent at any time where we are relying on consent to process your personal data (e.g., marketing communications).

If you wish to exercise any of the rights set out above, please contact our Data Protection Officer.

10. Contact Information

GoCarely Ltd
Company Number: 14027819
Registered with the Information Commissioner's Office (ICO)
Regulated by the Care Quality Commission (CQC)