Privacy and Data Protection Statement

Effective date: 13 June 2022
Last review date: 12 June 2023

Healthwatch Derbyshire is committed to protecting your privacy. This policy explains how we collect and use the personal information you provide to us whether online or via phone, mobile, e-mail, letter, or other correspondence.

By using our website, any of our services, or providing us with any personal information we will assume you are agreeing to your information being used and disclosed in the ways described in this policy.

Our data controller is Helen Henderson, Chief Executive Officer.

Our ICO registration number is ZA181800. Date of registration12/05/2016.

Find out more about our purpose and what we do here: https://healthwatchderbyshire.co.uk/statement-of-service

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1. GDPR

The EU General Data Protection Regulation (GDPR) effective from May 2018 gives all EU citizens more rights and protections for their personal data, to minimise the possibility of theft and fraud.

These regulations include provisions for the following areas:

The right to be informed: Organisations must publish a privacy notice, in addition to explaining transparently how they use this personal data
The right of access: Individuals will have the right to demand details of any of their data that an organisation may hold. This information must be provided within one month of request at no charge to the individual
The right to rectification: If a person’s data is incorrect or incomplete, they have the right to have it corrected. If the organisation that holds the information has passed any of that information to third parties. The company must inform the third party of the correction and inform the person of which third parties have their personal data
The right to be forgotten: A person may request the removal of his or her personal data in specific circumstances
The right to restrict processing: Under certain circumstances, an individual can block the processing of his or her personal data
The right to data portability: A person can access their data for their own use anywhere they prefer
The right to object: A person can object to the use of their personal data for most purposes

We operate our Data protection in compliance with BS 10012:217: Specification for a personal information management system.

Our core principles regarding user privacy and data protection

User privacy and data protection are inviolable human rights
We have a duty of care to people contained within our data
Data is a liability: it should only be collected and processed when absolutely necessary
We despise spam in all its forms
We will never sell, rent or otherwise distribute or make public any personal information.

Relevant legislation

Alongside our business and internal computer systems, Healthwatch Derbyshire website is designed to comply with the following national and international legislation with regard to data protection and user privacy:

This site’s compliance with the above legislation, all elements of which are stringent in nature, means that this site is likely compliant with the data protection and user privacy legislation set out by many other countries and territories as well. If you are unsure about whether this site is compliant with your own country of residence’s specific data protection and user privacy legislation you should contact our data protection officer (details of whom can be found in first section above) for clarification.

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2. Data Protection Act

In carrying out our day-to-day activities we process and store personal information relating to members of the public and our volunteers, and we are therefore required to adhere to the requirements of the Data Protection Act 1998. We take our responsibilities under this act very seriously and we ensure the personal information we obtain is held, used, transferred, and otherwise processed in accordance with that Act and all other applicable data protection laws and regulations including, but not limited to, the Privacy and Electronic Communication Regulations.

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3. This website collects and uses personal information for the following reasons:

‍Site visitation tracking

Like most websites, this site uses Google Analytics (GA) to track user interaction.

We use this data to determine the number of people using our site, to better understand how they find and use our web pages and to track their journey through the website.

Although GA records data such as your approximate geographical location, device, internet browser, and operating system, none of this information personally identifies you to us.

GA also records your computer’s IP address which could be used to personally identify you but Google does not grant us access to this. We consider Google to be a third-party data processor (see section 6.0 below).

GA makes use of cookies, details of which can be found on Google’s developer guides.

Disabling cookies on your internet browser will stop GA from tracking any part of your visit to our website.

Personal data received from other sources

On occasion, we will receive information from the families, friends, and carers of people who access health and social care services. We might also receive information from health, social care, and other professionals. We use this personal data to inform providers and commissioners to help them deliver services that work for everyone.

We will only process your personal data where we have your permission, or there is another lawful basis to do so under current data protection legislation.

Web forms

Should you choose to leave feedback about services, or express your interest in volunteering through our website, you will complete an online feedback form. None of the data you enter onto the webforms will be stored by our website.

Once a web form is completed, this is then sent electronically to our Customer Relationship Management System (CRM).This is encrypted and using 256 bit encryption and populates as data within our CRM.

Access to our CRM is secure and is protected by two factor authentication. The information collected by these forms is stored on our CRM, long enough to enable us to manage our processes.

We delete any information as per our Record Keeping and Retention policy.

Email newsletter

If you opt-in to join our newsletter mailings (which is sent via email), the email address that you submit to us will be stored in Mailchimp, which we use for our email marketing.

We consider Mailchimp to be a third-party data processor (see section 6.0 below).The email address that you submit will be stored within this website’s own database but not in any of our internal computer systems.

Your email address will remain within the Mailchimp database on our website for as long as we continue to use this platform for email marketing or until you specifically request removal from the list. You can do this by unsubscribing using the unsubscribe links contained in any email newsletters that we send you or by requesting removal via email. When requesting removal via email, please send your email to us using the email account that is subscribed to the mailing list.

Smart Survey

If you choose to submit an experience of a health or social care service using Smart Survey your data will be protected by Smart Survey’s *high standard of data security.

(*All Smart Survey’s content is encrypted at rest as per industry standards. Data that is passed between users via their web browser and the Smart Survey systems are fully encrypted over HTTPS connections via the latest TLS security).

Data submitted to Smart Survey will be downloaded on a regular basis. Data will only be used for the aggregate analysis of trends unless you expressly consent to us sharing your data with partner organisations (see Section 4). All data submitted to Survey Monkey will be permanently deleted no longer than five years after receipt.

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4. The information we collect

We collect personal information from visitors to our websites, through the use of online forms, when you register for one of our events, and if you email or call us and provide your details.

We may collect the following information:

name
contact information including e-mail address or telephone number
demographic information such as postcode, ethnicity, age, gender and interests
feedback from surveys and online forms
other information relevant to customer surveys
your preferred means of communication
details of you concern or query.‍

‍Why we collect this information

We lawfully, appropriately, and effectively share information for the purpose of exercising our statutory and public functions, these being:

We collate intelligence about what children, young people, and adults have to say about their experiences of accessing these Derbyshire health and care services
We listen to praise, criticism, and ideas for improvement to services
We present the collective voice of patients and the public to service providers and commissioners
We hold service providers and commissioners to account as to how they use this intelligence to shape, inform and influence service delivery and design.

Sensitive Personal Information‍

Because our remit is to support local residents with health and social care matters, any information you provide is treated with extra care and confidentiality. We only use this information:

for the purposes of dealing with your enquiry
quality monitoring or evaluating the services we provide
as anonymised statistics for our reporting to stakeholders and trusted partners
where you have given us your express consent or otherwise clearly indicated to us that you are happy for us to share your story, then we may publish it on our website or in other media.

This data is retained in accordance with our Record Keeping & Retention Policy.

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5. Information sharing and disclosure

We will not sell or swap your information with any third party.

We may share your information with our data processors. These are trusted partner organisations that work with us in connection with our organisation’s purposes. All our trusted partners are required to comply with data protection laws and our high standards and are only allowed to process your information in strict compliance with our instructions. We will always make sure appropriate contracts and controls are in place and we regularly monitor all our partners to ensure their compliance.
We may disclose your personal information to third parties if we are required to do so through a legal obligation (for example to the police or a government body); to enable us to enforce or apply our terms and conditions or rights under an agreement; or to protect us, for example, in the case of suspected fraud or defamation.
We also may share personal information you have provided on experiences of health or social care services e.g. via our website, or Survey Monkey. This information will be shared with our partner IHCAS (if you have requested advocacy support) and strategic partners e.g. CCG, CQC, and Derbyshire Council. This sharing of information will only take place if you expressly consent for us to do so.
We must share information with Healthwatch England to ensure that your views feed into our national work. Healthwatch England uses it to assess the quality of care across the country and influence service provision. By working together, we can ensure that health and social care leaders are aware of people's experiences and can make a difference to the care people receive now and in the future. Healthwatch England will anonymise any information they use for national publications to the best of their ability.

Find out more about Healthwatch England’s purpose and what they do.

We do not share your information for any other purposes.

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6. The accuracy of your information

We aim to ensure that all information we hold about you is accurate and, where necessary, kept up to date. If any of the information we hold about you is inaccurate and either you advise us or we become otherwise aware, we will ensure it is amended and updated as soon as possible.

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7. Storing your information

Although most of the information we store and process stays within the UK, some information maybe transferred to countries outside the European Economic Area. This may occur if, for example, one of our trusted partners’ servers is located in a country outside the EU. These countries may not have similar data protection laws to the UK however, we will take steps with the aim of ensuring your privacy continues to be protected as outlined in this privacy policy.

We will keep your information for as long as required to enable us to operate our services but we will not keep your information for any longer than is necessary. We will take into consideration our legal obligations and tax and accounting rules when determining how long we should retain your information. When we no longer need to retain your information we will ensure it is securely disposed of, at the appropriate time.

8. Our website

Our websites use cookies to help them work well and to track information about how people are using them. More information on cookies can be found below.

For all areas of our website which collect personal information, we use a secure server. Although we cannot 100% guarantee the security of any information you transmit to us, we enforce strict procedures and security features to protect your information and prevent unauthorised access.

Our website contains links to other websites belonging to third parties and we sometimes choose to participate in social networking sites including but not limited to You Tube and Facebook. We may also include content from sites such as these on our website however, would advise that we do not have any control the privacy practices of these other sites. You should make sure when you leave our site that you have read and understood that site’s privacy policy in addition to our own.

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9. Cookies

What are cookies?

Cookies are small text files that are placed on your computer by websites that you visit. They are widely used in order to make websites work, or work better, as well as to provide information to the owners of the site. A cookie often contains a unique number, which can be used to recognise your computer when a user of your computer returns to a website that it visited previously.

How does Healthwatch Derbyshire use cookies?

We use cookies to enhance the online experience of our visitors and to better understand how our websites are used (see Google Analytics above)

Your rights

Our cookies do not store financial information or information which is capable of directly identifying you (such as your name or address). You have the right to choose whether to accept these cookies. You can exercise this right by amending or setting the controls on your browser to reflect your cookie preferences. However, please note that if you choose to refuse cookies you may not be able to use the full functionality of this website.

Changing your cookie preferences

The “Help” menu in the toolbar of most web browsers will tell you how to change your browser’s cookie settings, including how to have the browser notify you when you receive anew cookie, and how to disable cookies altogether. An online guide is available if you have difficulties trying to change your browser settings.

Cookie terminology

We have classified our cookies into two broad types – ‘first party cookies’ and ‘third party cookies’
We use Google Analytics cookies which help us monitor the site and improve it to make your experience better
We also use some social media cookies which allow you to interact with our websitethrough various social media sites such as Facebook, Twitter and You Tube
Our content management system will also set cookies without which the site could not function.

In addition, cookies may be either ‘session cookies’ or ‘persistent cookies’. Your computer automatically removes session cookies once you close your browser. Persistent cookies will survive on your computer until an expiry date specified in the cookie itself, is reached.

We do not use third party cookies that track your usage this and other websites to serve advertising.

10. Data breaches

In the event of a breach of security leading to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, personal data, the Charity shall promptly assess the risk to people’s rights and freedoms and if appropriate report this breach to the ICO (more information on the ICO website).

ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/personal-data-breaches/

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11. Changes to the policy

This policy replaces all previous versions and is correct as of the date at the top of this web page. We will regularly review and update this Privacy and Data Protection Statement and will update, modify, add or remove sections at our discretion. Any changes will be notified to you on this page. Your continued use of our website, any of our services and/or the continued provision of personal information after we have posted the changes to these terms will betaken to mean you are in agreement with those changes.

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12. Your rights

You have the right to:

request a copy of the information we hold about you;
update or amend the information we hold about you if it is wrong;
change your communication preferences at any time;
ask us to remove your personal information from our records;
object to the processing of your information for marketing purposes; or
raise a concern or complaint about the way in which your information is being used.

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13. Privacy queries

If you have any questions or queries about this Privacy and Data Protection Statement, wish to find out more about these rights, or obtain a copy of the information we may hold about you, please contact

Helen Henderson

Data Protection Officer

Healthwatch Derbyshire
Suite 14, Riverside Business Centre
Foundry Lane
Milford, Belper, DE56 0RN

01773 880786

enquiries@healthwatchderbyshire.co.uk