Website Privacy & Cookies

Our privacy policy is governed by the principle of only collecting and using personal details when they help us provide a better service or an improved experience of our website.

Our privacy policy

This privacy policy explains what information we collect from people who use our website, how we track our visitors and what we do with the details you provide. The information we collect via the website may include:

  1. Any personal details you knowingly provide us with through forms or email, such as your name, address or telephone number.
  2. Your preferences and use of email updates, recorded by emails we send you (if you select to receive email updates)
  3. Your IP Address: this is a string of numbers unique to your computer that is recorded by our web server when you request any page or component on the website. This information is used to measure your usage of the website.

Cookies

When you visit a website, it may send small files to your computer called cookies. These cannot be used to identify you personally, but can make the website work more efficiently for you by improving the time required to access pages and reducing the number of times you need to enter information. Cookies also enable website owners to understand how people are using the website so they can improve the online experience they provide. Most browsers can be programmed to reject cookies, or to warn you before you download them, however this may hamper your experience of the websites you visit. Information on how to manage cookies may be found in your browser’s help button, or in more detail on websites like About Cookies.

How we use cookies

We use Google Analytics to collect data and measure traffic to our site. This shows us how our visitors are using our site and helps us to spot any issues that may be occurring. It also enables us to implement our online advertising and remarketing, which enables our ads to be shown on other websites. Although we use cookies, such as the Google Analytics cookie and the DoubleClick cookie, to serve you advertising based on your past visits to our website, we do not use cookies to gather information which could be used to target advertisements to you on other websites, or to remember your preferences after you leave our website. To view Google Analytics’ available opt-outs for the web click here.

This table tells you more about what cookies we use, and why we have them.

Cookie: Care UK session cookies 

Name: uid, uit, uvc
Session cookies are used by our website to perform certain functions such as sending us a message via contact forms on our site, or listing your recently viewed pages. If you choose to disable cookies, you will not be able to use these functions and our site will be unable to alert you to the cause of any errors you may encounter on the website.


Cookie: 
Google Analytics

Name: _utma, _utmb, _utmc, _utmz, _ga, _gid, collect, _dc_gtm_UA-XXXXXXXX-X, _gat_cqcTracker, test_cookie, gwcc, NID
These are set and used by Google Analytics to track user activity. They collect information about how visitors use our site. We use the information to help us improve the site and identify which information is most important to our visitors. The information provided by these cookies includes the number of visitors to the website, where visitors have come to the site from, the pages they visited and more. Additional information about these cookies is available on Google’s privacy page.

Cookie: Facebook Pixel

Name: fr

Conversion tracking helps us measure the return on investment of Facebook Ads by reporting on the actions people take after viewing one of those ads. The pixel tracks if we have been contacted after a user views a Facebook ad and where the contact first happened.No personal information is collected as a result of this cookie or pixel.

Cookie: Google Translate

Name: googtrans

This cookie is set when using the Google translate feature.

Third party cookies

These are cookies that may be controlled and set by external services or tools and used to enhance our site and provide usage information.

Cookie: YouTube

Name: APISID, CONSENT, HSID, LOGIN_INFO, PREF, SAPISID, SID, SSID, VISITOR_INFO1_LIVE, YSC:

Set and used by YouTube to track user activity.

What we do with your information

Any personal information we collect from this website is used only in accordance with the General data Protection Regulations and other applicable laws. We may need to pass the information we collect to other companies for administrative purposes. We may use third parties to carry out certain activities, such as processing and sorting job applications, monitoring how customers use the website and issuing emails for us. These third parties will not be allowed to use your personal information for their own purposes.

Your rights

You have the right to request a copy of any information that we currently hold about you. In order to receive such information, please send your contact details including address to the following address:

Privacy
Care UK Quality and Governance Team
Hawker House
5-6 Napier Court
Napier Road
Reading
Berkshire
RG1 8BW

Privacy Notices

Our privacy notices have been updated to ensure that they are aligned with the new GDPR regulations. Please click here to see the current versions.

Complaints

Our complaints procedure is based on three stages detailed below and is designed to make sure that we work with you to resolve any complaints as quickly as possible.

Stage 1

Contact first with the local manager and clinician to discuss your concerns and if this is the case arrangements will be made for this to happen at a mutually convenient time.

You can make your complaint:
In person / by telephone – ask to speak to the Manager and investigation will proceed.

Stage 2

If you are unhappy with the response you received from the local Manager you can request an internal review.
Depending on the nature of your complain, please choose one of the following two contacts:

Andy Lunt
Secondary Care Managing Director
Care UK
Hawker House
5-6 Napier Court Napier Road
Reading Berkshire
RG1 8BW

Suzanne Lawrence
Primary Care Managing Director
Care UK
Hawker House
5-6 Napier Court Napier Road
Reading Berkshire
RG1 8BW

Stage 3

If, following internal review – stage two, you are still dissatisfied with the outcome of the internal investigations; you may request an external review of your complaint,
from:

The Parliamentary Health Service Ombudsman (PHSO)
Millbank Tower
Millbank
London
SW1P 4QP

CQC National Customer
Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

The NHS complaints procedure is available through the department of Health’s website (www.dh.gov.uk).

The Independent Complaints Advocacy Service (ICAS) provides support in dealing with complaints.

Details of your local ICAS office can be found at:
http://www.seap.org.uk/services/nhs-complaints-advocacy/

You can also contact ICAS via:
• Email at info@seap.org.uk
• Telephone on 0330 4409000

At anytime you can request that your complaint is handled under the NHS Complaints Procedure, which entitles you to be represented by the Independent Complaints Advocacy Service (ICAS).

Other websites

This privacy policy only covers Care UK websites. Any other websites, which may be linked to from our website are subject to their own privacy policy, which may differ from ours.