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Regulatory Compliance

Privacy Policy.

Effective Date: May 2026

At Copthorne Complete Home Care Limited ("we", "us", "our"), we are committed to protecting and respecting your privacy. As a provider of domiciliary and supported living care services in Shrewsbury and the surrounding Shropshire areas, we handle sensitive personal information. This Privacy Policy explains how we collect, use, process, and protect your personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Health and Social Care Act 2008, and the Care Act 2014.

1. Who We Are

Copthorne Complete Home Care Limited is the Data Controller for the personal data we process.

Address: Unit 6 Flexspace, Battlefield Enterprise Park, Stafford drive, Shrewsbury, Shropshire, UK - SY1 3FE

Phone: +44 7939 539 813

Email: [email protected]

2. The Information We Collect

To provide safe, effective, and person-centred care, we collect various types of information, including:

  • Personal details: Name, date of birth, gender, address, and contact details.
  • Special Category Data (Health Data): Medical history, current health conditions, medication records, mobility needs, dietary requirements, and assessments from other healthcare professionals (e.g., GPs, Social Workers, CCGs).
  • Next of Kin/Emergency Contacts: Names and contact details of family members or designated representatives.
  • Financial Information: Billing addresses, funding arrangements (e.g., Local Authority funding or private pay), and payment details.
  • Website Usage Data: IP addresses, browser types, and usage metrics collected via cookies when you visit our website.

3. How We Collect Your Data

We collect information through several channels:

  • Directly from you or your family: When you make an enquiry via our website, call us, or during the initial care assessment process.
  • From third-party healthcare partners: Including the NHS, Local Authorities, Clinical Commissioning Groups (CCGs), and Social Workers.
  • From our staff: Through daily care logs, incident reports, and ongoing monitoring as part of your care plan.

4. How We Use Your Information

We use your data strictly for the following purposes:

  • To formulate and deliver your bespoke person-centred care plan.
  • To safeguard your health, safety, and vital interests.
  • To maintain accurate daily care records and medication administration logs.
  • To invoice for our services.
  • To comply with the Care Quality Commission (CQC) regulatory requirements and inspections.
  • To investigate any complaints, safeguarding issues, or incidents.

5. Our Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for processing your data:

  • Contractual Necessity: To fulfill our care agreement with you.
  • Legal Obligation: To comply with CQC regulations and UK health and social care laws.
  • Legitimate Interests: To manage our business operations, quality assurance, and auditing effectively.
  • Vital Interests: To protect your life in an emergency (e.g., calling an ambulance).

Because we process health data (Special Category Data), we rely on the additional condition of providing Health or Social Care (Article 9(2)(h) of the UK GDPR).

6. Who We Share Your Data With

We treat your data with strict confidentiality. We will never sell your data to third parties. We may share your information with:

  • Healthcare Professionals: GPs, district nurses, pharmacies, and emergency services.
  • Regulatory Bodies: The Care Quality Commission (CQC) and Local Authority Safeguarding Teams when required by law.
  • Commissioners: Local Authorities and CCGs involved in funding your care.
  • Service Providers: Secure cloud hosting platforms and digital care planning software used by our staff, all of which are bound by strict data processing agreements.

7. Data Security and Storage

We implement rigorous technical and organisational measures to protect your data from unauthorised access, loss, or misuse. This includes secure, encrypted digital care records, restricted access protocols (only authorised staff and management can view your files), and secure physical storage for any paper documents.

8. Data Retention

We only keep your personal data for as long as necessary to fulfill the purposes we collected it for, including satisfying any legal, accounting, or reporting requirements. In line with standard health and social care guidelines, adult care records are typically retained for 8 years after the conclusion of the care service.

9. Your Data Protection Rights

Under UK GDPR, you have the right to:

  • Request Access: Ask for a copy of the personal data we hold about you.
  • Request Correction: Ask us to correct any inaccurate or incomplete information.
  • Request Erasure: Ask us to delete your data (subject to legal retention requirements).
  • Object or Restrict Processing: Ask us to limit how we use your data in certain circumstances.
  • Withdraw Consent: Where we rely on consent to process data (such as for marketing emails), you can withdraw this at any time.

To exercise any of these rights, please contact our Registered Manager/Data Protection Officer using the details in Section 1.

10. Complaints

If you have any concerns about how we handle your personal data, we ask that you contact us first so we can resolve the issue swiftly and effectively.