Service User Privacy Notice
This information is for you if you are someone who is receiving care or support from Helen & Douglas House (a “service user”).
This may be relevant to you
– as a patient, or
– as a person with parental/caring responsibility for a patient, or
– as a family member/carer (or other person) who may themselves be eligible for/in receipt of support from us.
In order to provide you with care and support, Helen & Douglas House needs to collect and use certain information about you. This includes information about who you are, about your health, and about how we can contact you and your family/carers.
By you agreeing to be assessed, and to receive care from Helen & Douglas House, we will collect, use and share relevant information about you for the purposes of your health and social care.
We are committed to protecting your data. We promise to respect any of your personal data that is shared with us, to keep it safe, and only to use it for purposes that you would expect.
Full details of the information that we collect, and how we use your data, can be found below. If you provide us with personal data of people other than yourself (e.g. family members), please ensure they are also aware of this privacy information.
If you ever have any questions or concerns about the information we hold about you, or how it is used, please discuss this with us at the earliest opportunity. Likewise, if there are any changes to your personal information that affect our ability to care for you, please let us know without delay. Thank you.
Other privacy resources
At Helen & Douglas House we are committed to ensuring your privacy and the security of your personal information. We promise to respect any of your personal data that is shared with us, and to keep it safe. We aim to be clear where and when we collect your data and not do anything with it that you wouldn’t reasonably expect us to.
What information do we collect and how do we use it?
The data we collect and process is limited to only the information we need if your family users our services and facilities. The processing is undertaken as a data controller and complies with the principles of UK GDPR (the Data Protection Act 2018) and Data Use and Access Act 2025.
The categories of data processed includes:
- Personal Information, contact details, ID, identification data
- Image data (e.g. photo, video)
- Personal life, work history, education, lifestyle, family situation
- Economic and financial information (income, financial situation, tax situation, etc.)
- Technical data (IP address, logs, etc.)
- Location data (movements, GPS data, GSM, etc.)
- Citizen data (e.g. Social Security/National Insurance )
And special category data:
- Data revealing racial or ethnic origin
- Data concerning health
For full details of the personal data processed please refer to our detailed notice
The lawful reasons by which we process your personal data
We rely upon the following legal basis to process your personal data:
- Perform the tasks or services we have agreed with you or as needed for legal requirements.
- Consent – where necessary we will seek your or your parent / guardians’ explicit consent to use the data
- Legitimate interests where, for example in promoting what we do, but only where this is if interest to you
- Legally permitted exemptions defined under UK GDPR
- under Data Protection Act 2018 Schedule 1, Part 1 Clauses 2 and 4 – necessary for health or social care purpose and necessary for archiving purposes, scientific or historical research purposes or statistical purposes.
- And Schedule 1 Part 2 Clause 8 – where necessary in respect of identifying or keeping under review the existence or absence of equality of opportunity or treatment.
- Legal obligation, for example with statutory agencies.
For full details of the legal basis to process personal data please refer to our detailed notice
How long will your personal information be kept?
We will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements
For full details of the retention of your personal data please read our detailed notice.
Or contact us below
Keeping your information safe and secure
Helen & Douglas House has implemented security measures to keep your personal information secure to protect it from being inappropriately or accidentally accessed, used, shared or destroyed, and against it being lost.
Do we share your personal data?
As a healthcare provider, we work closely and share data with other service providers, professionals and commissioners in health and social care to plan and provide support tailored to individual needs.
We make use of third-party service providers to help us fulfil our services and where we do, the third party is required to take appropriate security measures to protect your personal information in line with our policies. We do not allow our third-party service providers to use your personal data for their own purposes, and we only permit them to process your personal data for specified purposes and in accordance with our instructions.
For full details of the third parties used in the processing of your personal data please read our detailed notice
Marketing
Helen & Douglas House as a Charity are funded mainly through charitable donations, raised through fundraising, so are reliant on the generosity and support of our supporters and fundraising activities to supplement the funding for the services we provide.
We undertake various marketing or fundraising activities, but only where we believe you will be interested in helping us or where we have your agreement.
For further details on our marketing and fundraising, please read our Marketing Communications and Events Section under the Supporter and Customer Privacy Notice.
Your rights to your data
Under certain circumstances, you have rights under UK GDPR and Data Protection Act 2018 in relation to your personal information. Please read our detailed notice for further details.
If you wish to exercise any of your rights or to review, verify, correct or question anything detailed in this policy or are unhappy with any aspect of how we use your data please contact us as below.
National Data Opt-Out
Helen & Douglas House will not share your data or information for research purposes, and will only share your data for reasons outlined in this policy and for the purposes of providing individual or direct care.
For more information on the national data opt-out, please visit www.digital.nhs.uk/services/national-data-opt-out.
Contacting Helen & Douglas House
We have appointed external expertise as our data protection officer (DPO). They can be contacted by email at [email protected].
In the event that you need to contact us regarding any matters of data protection, you may do this via:
- Email: [email protected]
- Telephone: 01865 794749
- Post: 14a Magdalen Road, Oxford OX4 1RW
- Caldicott Guardian: Sally Hayes (Director of Nursing and Care)