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Introduction
Your privacy is important to us. This Privacy Policy sets out how we handle and treat your personal data when you visit our website and sign up for an account with us. The information below should allow you to make an informed decision and understand how your personal information may be used. If there's anything you don't understand, or want more information on, please contact us using the details below.
Personal information we collect
We may collect personal information from you throughout the course of our business together and when you get in touch.
The main reasons we use your personal information
- Deliver our services
- Improve, develop and market new services
- Verify your identity
- Carry out requests made by you on our website
- Investigate, settle and enforce agreements we have with you
- Protect the rights, property or safety of us or third parties, including our other clients and users of the website or our services
- Use as otherwise required or permitted by law
The personal information we collect
- Name and job title
- Date of birth
- Contact information including the company you may work for, email address and social media account where appropriate
- Demographic information such as address, preferences and interests
- Other information relevant to the provision of services
- Payment information
- Information you provide to us to enable the engagement of our services
Location information
Our terminal app and staff app may collect and use location information to provide essential services for care home operations.
Clock-in/out verification to ensure staff are physically present at the care home; geofencing to prevent unauthorised clock-ins from outside designated areas.
Allowing staff to clock in and out only if they are within a set radius of the care home location, as configured by the care home in company settings.
Location tracking can be disabled by users at any time through app settings. Location data is only used for the specific purposes outlined above.
Keeping data secure
We use organisational measures to safeguard your data, including:
- Access to your account is controlled by a password and a username that is unique to you
- We store your data on our secure servers (UK data centres)
- If any potential data breach is detected or reported, we investigate it without delay
Please let us know if you suspect your data given during the use of our website is corrupted.
Use of artificial intelligence
Certain features of our Services use artificial intelligence (“AI”) to process personal data you and your authorised users submit. We are committed to transparency about how AI is used and how your data is handled.
AI features and data processed
- Survey report generation — AI analyses survey responses submitted by your staff to produce summary reports and insights. The data processed includes survey answers, ratings, and any free-text comments.
- AI comment improvement — when staff complete surveys or reviews, AI may suggest improvements to their written comments. The data processed includes the text entered by the user.
Purpose and legal basis
AI processing is carried out for the purpose of delivering the features described above, which form part of the Services you have contracted for. The legal basis for this processing is the performance of our contract with you and our legitimate interest in providing useful, efficient tools for care home management.
Third-party AI providers
Our AI features are powered by Anthropic's Claude Sonnet model, accessed via Amazon Web Services (AWS) Bedrock. AWS acts as a sub-processor on our behalf, and data is processed within AWS infrastructure subject to their data processing agreements. Anthropic does not receive or retain your data — when accessed through AWS Bedrock, your inputs and outputs are not used to train or improve Anthropic's models. Both AWS and Anthropic are bound by contractual terms that require them to process your data only as instructed by us and to maintain appropriate technical and organisational security measures. Where data is transferred outside the UK or EEA, we ensure appropriate safeguards are in place, such as adequacy decisions or Standard Contractual Clauses.
No model training
We do not use your data, survey responses, or any content submitted by your staff to train, fine-tune, or improve AI models. Data is processed solely to generate the requested output (such as a report or a text suggestion) and is not retained by AI providers for any other purpose.
Automated decision-making
AI-generated outputs — including reports, summaries, and suggested text — are provided as assistance only. They do not constitute automated decision-making that produces legal or similarly significant effects on individuals. You and your authorised users are responsible for reviewing, editing, and approving any AI-generated content before relying on it.
Where the platform provides the option, you or your staff may choose not to use AI-assisted features without affecting access to core functionality. You may request information about how AI features process your data by contacting support@carecentre.io. All general data-subject rights (access, rectification, erasure, etc.) apply equally to data processed by AI features.
Legal basis
To carry out any contract we may have with you, it is necessary for us to collect personal data in accordance with and to engage our services. It is in our legitimate interests to use personal information in such a way to ensure we provide the services in the best way that we can. We have a legal obligation to use your personal information to comply with legal obligations placed upon us.
Retention
We retain your personal information for at least 3 years from the date of our last interaction with you in compliance with our obligations under the EU General Data Protection Regulation. Where our services have been provided, we keep relevant personal information for at least 6 years from the date of our last interaction. We may then destroy such files without further notice or liability.
Cookie policy
We use cookies when you visit our website to help customise your experience. You do not need to allow cookies to visit the website. If enabled, your experience on this website will be tailored and is necessary for certain parts of the website to work. In most cases, a cookie does not provide us with any of your personal information.
What is a cookie?
A cookie is a small file of letters and numbers we store on your browser or the hard drive of your computer when you visit certain parts of the website. When you visit our website, strictly necessary cookies will be placed; however, you can always change your cookie settings via the Cookie Settings link in the footer.
Types of cookies
- First and third-party cookies. Whether a cookie is ‘first’ or ‘third’ refers to the domain placing it. First-party cookies are placed by us; third-party cookies are set by a domain other than that of the website being visited.
- Persistent cookies. These remain on a user's device for the period of time specified in the cookie. They're re-activated every time the user visits the website.
- Session cookies. These link the actions of a user during their browser session. Once the browser is closed, all session cookies are deleted.
Controlling your cookies
You can enable or disable cookies in your internet browser. By default, most browsers accept cookies but this can be changed — see the help menu in your internet browser for details. You can switch off cookies anytime; this may lead to the loss of information that enables you to access our website more efficiently.
Your consent
Strictly necessary cookies do not require your consent. For performance, functionality, targeting and social media cookies, we request your consent before placing them on your device. If you do not wish to give consent or wish to withdraw such consent, you will need to delete and block cookies through your browser settings.
Cookies we use
- Strictly necessary. Identify you as logged in, authenticate you, ensure you connect to the right service, and maintain security. These cookies cannot be disabled.
- Performance. Collect anonymous information about how you use our website (which areas you visit, any errors encountered). Used for analytics and error management.
- Functional. Enable enhanced customisation and functionality across the site.
- Targeting. Used where you choose to share content on social networks such as LinkedIn, Twitter or similar.
Your rights
You have the following rights in relation to your data:
- Right of access — request copies of information we hold about you at any time, or that we change or delete such information. There's no charge for providing your own personal information to you, unless the request is manifestly unfounded or excessive.
- Right to rectification — have your data corrected if it's inaccurate or incomplete.
- Right to erasure — request that we delete or remove your data from our systems. This could mean signing up again to re-engage our services.
- Right to restrict processing — stop us from using your data in a particular way or limit such use.
- Right to data portability — request that we transfer or copy your data.
- Right to object — object to our use of your data including where we use it for our legitimate interests.
To exercise any of these rights, please contact us at support@carecentre.io. If you are not satisfied with our response, you can make a complaint in the UK to the Information Commissioner's Office at ico.org.uk.
Changes to this policy
We may make changes to this Privacy Policy from time to time to ensure it accurately reflects how we handle your data. Where practicable, we'll notify you by email of any significant changes.
Contact us
For further information about this policy, please contact support@carecentre.io.
Carecentre · 128 City Road, London EC1V 2NX · Company no. 16689189.