Privacy Notice for Enquirers

Introduction

This privacy notice tells you about the information we collect from you when you submit an enquiry to us as a Patient, Carer or Relative, Clinician or Insurer to our website enquiry form, via our Facebook page, or by way of a call or email or request for information through your NHS doctor.

In collecting your information we are acting as a data controller and by law we are required to provide you with information about us, about why and how we use your data, and about the rights you have over your data

About GenesisCare

GenesisCare UK is a trading name of Genesis Cancer Care UK Limited (GenesisCare). We are a specialist, provider of cancer care diagnostic and treatment services in the UK. Our company registration is 05796994 and our registered office is Wilson House, Waterberry Drive, Waterlooville, Hampshire, PO7 7XX. GenesisCare is registered with the Information Commissioners Office, registration number Z9493925.

If you are enquiring as a Patient or Carer/Relative

How can you contact us?

You can contact us in a number of ways and your email, message or call will be directed to the GenesisCare Enquiry Team.

Website Enquiry Form: When you submit an enquiry to us on the website we ask you for your name, telephone number, your email address and postcode.  We ask for your preferred Centre location, the category of your enquiry, whether it is a medical enquiry and whether you have medical insurance.  We also ask which service you require and a brief description of your enquiry.  We ask whether you prefer to be contacted by telephone or email and ask you to confirm you have read this Privacy Notice.  If we try to contact you by phone (mobile and/or landline) and you are not available, we may leave you a discrete voicemail message asking you to call us. Please tell us in the free text box [“How can we help?”] if you do not wish us to leave a voicemail message.

Facebook Messenger: If you submit an enquiry via Facebook Messenger we will ask for your name, email address and telephone number.  Your message will be seen by our Marketing Team who will pass it to the Enquiry Team who will contact you.

GenesisCare telephone:  If you call us using the main number, or if you call a GenesisCare Centre and select Option 1, or if you are responding to a specific awareness initiative, our Enquiry Team will be available to help.  If this is out of office hours your call goes to answering machine and the team will respond to your voicemail the following working day.

What information do we collect?

Unless the call is directly answered by the Enquiry Team, a Team member will make contact in the way you have requested.

When we speak to you we will ask for confirmation or further details of your personal data, which will include: your name, address, postcode, email address, contact telephone number/s, date of birth, your sex and whether you have medical insurance.

We will also discuss your special category personal data in relation to your enquiry as appropriate.

How do we use it

We will use your information to respond to your enquiry and to provide you with information and options and/or action you need.  This may include referring you to the GenesisCare Cancer Concierge.

The Cancer Concierge is a triage for direction only and will discuss your health and care in relation to selecting the correct pathway; relevant to this will be the best location for you.  The pathway may be an appointment into a Centre, a Clinic or at a Partner hospital.

The Enquiry Team may sometimes act as the Cancer Concierge if the volume of calls requires it.

The Enquiry Team will ask if it is acceptable to make a follow-up communication to ensure that you have received the service you sought and to check that you are happy with the outcome.  You do not have to agree to receiving follow up contact from us.

If you do agree the Enquiry Team will ask how they might do this, e.g. by phone, email or other method.  You will also be asked if voicemail messages can be left for you.

We may also use your information for reporting enquirer to registration analysis and service improvement purposes.

We will not use the information to make any automated decisions that might affect you.

 

Your data

The table below provides you with information you require under GDPR.

Becoming a patient

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/

If you are enquiring as a Clinician

If you are making an enquiry as a Clinician the GenesisCare Enquiry Team will forward your information to the relevant Referrer Engagement Team for follow-up.

The Team will contact you to progress your enquiry and, with your consent, add you to our database so that we can keep in touch with you.

The Enquiry Team will not retain your details.

Please also refer to the Privacy Notice for Consultants and Other External Individuals at:

https://www.genesiscare.com/uk/privacy-notice-for-consultants-and-other-external-individuals/

If you are enquiring as an Insurer

If you are making an enquiry as an Insurer the GenesisCare Enquiry Team will forward your information to the relevant GenesisCare department or Centre for follow-up.

The Enquiry Team will not retain your details.

Please also refer to the Privacy Notice for Insurers at:

https://www.genesiscare.com/uk/privacy-notice-for-insurers/

Others we may share your information with

We may be required to share your information with organisations with enforcement powers but we will only do so if this is required to comply with our legal obligation to disclose information to these bodies and we will only share the minimum amount of personal data and will always do so in accordance with the law.

How we secure your information

GenesisCare is the controller of your data.  Everyone working at GenesisCare is subject to the Common Law Duty of Confidentiality and to data protection legislation, which means that staff have a legal duty to protect and secure your information and preserve confidentiality. This also applies to those who receive data from us.

GenesisCare UK is part of a global organisation and 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.

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.

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

Your rights over your information

By law you can ask us what information we hold about you, you can see it, and you can ask us to correct it if it is inaccurate. You can also ask for it to be erased and you can ask for us to give you a copy of the information.

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:  Triage@genesiscare.co.uk.  You can also tell a GenesisCare representative when they call you.

If you have any concerns or would like to exercise your rights or to establish whether any rights apply to you, please contact our Data Protection Officer:
Email: DPO@genesiscare.co.uk or write to GenesisCare, 69 Alma Rd, Windsor SL4 3HD, marking your communication “Private and Confidential – FAO GenesisCare Data Protection Officer”.  Telephone: 07841 207263

If you have a complaint about our use of your information, you can contact the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues, at casework@ico.org.uk, or telephone 0303 123 1113 (local rate call), or at Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

Website: https://ico.org.uk/

Changes to Privacy Notice

We review our privacy notice regularly. This privacy notice is dated December 2021.