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How we handle your data

Your rights

You have the right to request a copy of any information that we currently hold about you. In order to receive such information, please send your contact details including address to the following address:

Privacy
Care UK Quality and Governance Team
Hawker House
5-6 Napier Court
Napier Road
Reading
Berkshire
RG1 8BW

Data handling

Care UK have a team of senior staff members of whom a responsible for the safe handling and transfer of data throughout our Health Care division.

Key team members:

  • Serious Information Risk Owner: Barry Nee, Chief Information Officer
  • Data Protection Officer: Shepherd Makusha. The DPO can be contacted at dpo@careuk.com
  • Caldicott Guardian: Dr Marjorie Gillespie, Medical Director for Primary Care

Caldicott Guardian

A Caldicott Guardian is a senior person responsible for protecting the confidentiality of people’s health and care information and making sure it is used properly. All NHS organisations and local authorities which provide social services must have a Caldicott Guardian.

If you have any queries regarding the sharing of information, please email caldicott.guardian@careuk.com.

Privacy Notices

Our privacy notices have been updated to ensure that they are aligned with the new GDPR regulations. Please click here to see the current versions.

Complaints

Our complaints procedure is based on three stages detailed below and is designed to make sure that we work with you to resolve any complaints as quickly as possible.

Step 1

Contact first with the local manager and clinician to discuss your concerns and if this is the case arrangements will be made for this to happen at a mutually convenient time.

You can make your complaint:
In person / by telephone - ask to speak to the Manager and investigation will proceed.

Step 2

If you are unhappy with the response you received from the local Manager you can request an internal review.
Depending on the nature of your complain, please choose one of the following two contacts:

  • For Treatment Centres, Clinical assessments and Treatment Services (CATS) and Minor Injury and Illness Units (MIIU), please contact:

Andy Lunt
Secondary Care Managing Director
Care UK
Hawker House
5-6 Napier Court Napier Road
Reading Berkshire
RG1 8BW

  • For GP practices, NHS 111, out-of-hours and prisons, please contact:

Suzanne Lawrence
Primary Care Managing Director
Care UK
Hawker House
5-6 Napier Court Napier Road
Reading Berkshire
RG1 8BW

Step 3

If, following internal review - stage two, you are still dissatisfied with the outcome of the internal investigations; you may request an external review of your complaint,
from:

The Parliamentary Health Service Ombudsman (PHSO)
Millbank Tower
Millbank
London
SW1P 4QP

CQC National Customer
Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

The NHS complaints procedure is available through the department of Health’s website (www.dh.gov.uk).

The Independent Complaints Advocacy Service (ICAS) provides support in dealing with complaints.

Details of your local ICAS office can be found at:
http://www.seap.org.uk/services/nhs-complaints-advocacy/

You can also contact ICAS via:

At anytime you can request that your complaint is handled under the NHS Complaints Procedure, which entitles you to be represented by the Independent Complaints Advocacy Service (ICAS).

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