Privacy Notice for Enquirers

We are committed to respecting and protecting your privacy whenever we use your personal data.

GenesisCare UK is a trading name of Genesis Cancer Care UK Limited.  For the purposes of this privacy notice reference to GenesisCare UK includes the GenesisCare UK subsidiaries.

The registered office for GenesisCare and its subsidiaries is Wilson House, Waterberry Drive, Waterlooville, Hampshire, PO7 7XX.  Other registration detail is as follows:

The following privacy notice sets out what information about you GenesisCare UK collects, how that information may be used, the lawful basis for processing and who it will be shared with.  We also explain for how long it will be retained, how we will secure it, and your legal rights.

This Privacy Notice applies to those who are enquiring as a Patient or Carer/Relative via the:

• Call Back Request Form
• GenesisCare UK Enquiry Email Address:
• A call or message which is directed to the GenesisCare Customer Service Team.

We are committed to respecting and protecting your privacy whenever we use your data.

GenesisCare UK will collect information about you:

• Directly from you
• From your representative, where applicable

The tables below describe the data we handle and what we need it for.   It also explains the basis we can rely on to request and retain data about you as well as who it will be shared 

The general number routes you to our Customer Service Team.

If your call is out of office hours your call goes to answering machine and the team will respond to your voicemail the following working day.

All inbound and outbound calls will be recorded for training and monitoring purposes.  When a call is recorded we collect:

• Your telephone number
• A recording and written transcript of the conversation which will include any health and care data discussed.

If you become a patient at GenesisCare, you will complete a Registration Form and receive our Terms and Conditions.  Both these documents provide you with a Privacy Notice.  A fuller Privacy Notice for Patients is available on our website at:

https://www.genesiscare.com/uk/our-privacy-policy/

GenesisCare UK is part of a global organisation and we (or third parties acting on our behalf) may store or process personal data within the GenesisCare group of companies for administrative and management purposes. This processing is based on our own or a third party’s legitimate business interests.

We may engage global suppliers for the provision of services to the GenesisCare Group of companies and such suppliers may also be located outside the UK.

Where we transfer your personal data to a third country or international organisation, we will ensure adequate safeguards and measures are in place to protect your personal data from unlawful use and ensure your fundamental rights are capable of being upheld. We would normally achieve this by:

• Only transferring personal data to countries deemed capable of providing an adequate level of protection; or
• Implementing Standard Contractual Clauses; and
•  Adopting technical, organisational and contractual measures, where required, having undertaken a Data Transfer Impact Assessment to ensure that your rights in the country of transfer are essentially equivalent to your rights in the UK.

In certain situations, it may be possible to legitimise the transfer by relying on a derogation. For example, if:

• You have explicitly consented to the proposed transfer; or
• The transfer is necessary for the performance of a contract.

In all cases any transfer of your personal data will be compliant with applicable data protection law. If you would like further information regarding the steps we take to safeguard your personal data when making international transfers, please contact the DPO, details at the end of this Privacy Notice.

The data protection designation (e.g. controller, joint controller, processor) will depend on the circumstances and may change if relationships alter.  Please seek further information from the Data Protection Officer (DPO) if required, details at the end of this privacy notice.

The controller of your personal data will generally be GenesisCare UK or its applicable subsidiary.

Where we share information with third party suppliers working under our instructions (i.e. suppliers who act as processors of the data we share for the purposes outlined in the table), we ensure that strict contractual arrangements and safeguards are in place.  These companies have no right to use your information except on our behalf for the specified purposes or when required to do so by law.

We will secure your information by:

•  Establishing a network of individuals across the organisation who are accountable and responsible for information risk management
• Existence of various organisational measures including policies and procedures, providing regular training in handling personal data lawfully and conducting regular compliance checks
• Technical measures including lockable rooms, cabinets, individual log in credentials, encryption and secure disposal of confidential waste
• Ensuring only appropriate individuals have access to relevant and proportionate information about you
•  Carrying out checks on third parties who process personal data on our behalf.

The Customer Service Team will retain your details in a secure system for a maximum period of six months after which your details will be anonymised if required for analysis reporting. Recorded calls and written transcripts are held for 3 months after which they are securely deleted.

Under certain circumstances you have the right to:

• Request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are processing it lawfully.
  
• Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected.
• Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have exercised your right to object to processing (see below).  There may be a legal or other reason why we need to retain your data.  If this is the case we will tell you.
• Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground.
• Request the restriction of processing of your personal data. This enables you to ask us to suspend the processing of personal data about you, for example if you want us to establish its accuracy or the reason for processing it.
• Request the transfer of your personal data to another party.  This right will not apply in our enquirer scenarios as data portability only applies where the lawful basis for processing is consent or for the performance of a contract and processing is by automated means.
• Automated decision-making: You will not be subject to decisions that will have a significant impact on you based solely on automated decision-making in our enquirer scenarios.

You can ask us to stop using your information at any time, either by clicking the unsubscribe link at the end of any email communication, if ever subscribed, or by emailing the Information Governance Manager at infogov@genesiscare.co.uk.  You can also tell a GenesisCare representative or contact our Data Protection Officer (details at the end of this privacy notice).

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues, for example if you are unhappy with the way that we have dealt with a request from you to exercise your rights, or if you think we have not complied with our legal obligations.

Whilst you are not obliged to do so, we would appreciate you making us aware of any issue prior to notifying the ICO and giving us the opportunity to respond. Please contact the DPO, details below. 

Making a complaint will not affect any other legal rights or remedies that you have.

Information Commissioner’s Office, at casework@ico.org.uk, or at Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF or telephone 0303 123 1113 (local rate call).  Website: https://ico.org.uk/

If you have any queries or would like to exercise your rights or to establish whether any rights apply to you, please contact: the GenesisCare Information Governance Manager at infogov@genesiscare.co.uk, or at GenesisCare, 69 Alma Rd, Windsor SL4 3HD.  Telephone 01753 418444.

If you have any questions about this privacy notice or how we handle your personal data please contact the relevant DPO:

Revised February 2024