Governance

Data protection & complaints

Data protection

When you request home visit support, your personal data may be collected and shared only with your GP or other healthcare professionals involved in your care, with your consent. Your data will not be used for marketing purposes and will be kept confidential.

Please note that text, messenger, or email communications may not be secure. Your information will be stored on a password and Face ID protected laptop in a locked cupboard.

You have the right to request access, correction, or deletion of your information under data protection laws. You can raise concerns about your personal data with me directly, or with the Information Commissioner's Office (ICO). This practice is ICO registered.

Complaints procedure

Your feedback matters, and the aim is always the highest quality of care. If you are dissatisfied with any part of the service, this is how a complaint works:

  1. Contact me. Reach out by email, phone, or the contact form as soon as possible. Complaints are acknowledged within two business days.
  2. Investigation. Your complaint is investigated thoroughly and objectively; I may contact you for further information. The aim is resolution within ten business days, and if more time is needed you will be told why, with an estimated timeframe.
  3. Resolution. You receive a written response explaining the findings, any actions taken, and the further steps open to you if you are not satisfied, including escalation to the CQC.

You can also contact the Care Quality Commission directly: cqc.org.uk.