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Privacy & cookies

Privacy & cookies

Our privacy policy is governed by the principle of only collecting and using personal details when they help us provide a better service or an improved experience of our website.

Our privacy policy

This privacy policy explains what information we collect from people who use our website, how we track our visitors and what we do with the details you provide. The information we collect via the website may include:

  1. Any personal details you knowingly provide us with through forms or email, such as your name, address or telephone number.

  2. Your preferences and use of email updates, recorded by emails we send you (if you select to receive email updates)

  3. Your IP Address: this is a string of numbers unique to your computer that is recorded by our web server when you request any page or component on the website. This information is used to measure your usage of the website.


When you visit a website, it may send small files to your computer called cookies. These cannot be used to identify you personally, but can make the website work more efficiently for you by improving the time required to access pages and reducing the number of times you need to enter information. Cookies also enable website owners to understand how people are using the website so they can improve the online experience they provide. Most browsers can be programmed to reject cookies, or to warn you before you download them, however this may hamper your experience of the websites you visit. Information on how to manage cookies may be found in your browser’s help button, or in more detail on websites like About Cookies.

How we use cookies

We use Google Analytics to collect data and measure traffic to our site. This shows us how our visitors are using our site and helps us to spot any issues that may be occurring. It also enables us to implement our online advertising and remarketing, which enables our ads to be shown on other websites. Although we use cookies, such as the Google Analytics cookie and the DoubleClick cookie, to serve you advertising based on your past visits to our website, we do not use cookies to gather information which could be used to target advertisements to you on other websites, or to remember your preferences after you leave our website. To view Google Analytics' available opt-outs for the web click here.

This table tells you more about what cookies we use, and why we have them.


Cookie Name Purpose
Care UK session cookies


Session cookies are used by our website to perform certain functions such as sending us a message via contact forms on our site, or listing your recently viewed pages. If you choose to disable cookies, you will not be able to use these functions and our site will be unable to alert you to the cause of any errors you may encounter on the website.


Google Analytics


These cookies are used to collect anonymous information about how visitors use our site. We use the information to help us improve the site and identify which information is most important to our visitors. The information provided by these cookies includes the number of visitors to the website, where visitors have come to the site from and the pages they visited. Our cookies do not monitor your browsing habits once you have left our site. Additional information about these cookies is available on Google’s privacy page.




These cookies are set by our third party video provider, Viddler, to enable us to publish and play video content across our site. They enable us to record anonymous information about what video content our site visitors are watching but do not record or track any browsing habits once you have left our site. Further information is provided in Viddler’s policy privacy.




This cookie is set by Facebook to support our Facebook share panel to enable our site visitors to link to our pages from within their Facebook account. More information can be found on Facebook’s cookie page.

Add this __atuvc

These cookies are used in the share panel which appears at the bottom of each page on our site to enable visitors to quickly and easily share content with their social networks. You can find out more on the addthis privacy and data pages.



This cookie is used in the Twitter feed which appears on several pages of our site. If you are already logged in to Twitter these cookies would have already been set. However if you are not logged in and not visited any sites with a twitter widget it will set a Guest ID. These cookies do not store any personal information.


Google +1


This cookie enables visitors recommend our content on Google Search and share it on Google+. It is used by Google applications to store user preference information. Further information is supplied in Google’s privacy policy.

What we do with your information

Any personal information we collect from this website is used only in accordance with the Data Protection Act 1998 and other applicable laws. We may need to pass the information we collect to other companies for administrative purposes. We may use third parties to carry out certain activities, such as processing and sorting job applications, monitoring how customers use the website and issuing emails for us. These third parties will not be allowed to use your personal information for their own purposes.

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 and payment of £10 to cover administration expenses to the following address:

Care UK Quality and Governance Team
Hawker House
5-6 Napier Court
Napier Road

Patient Privacy Notice

Patient Fair Processing Statement


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. 

Stage 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.

Stage 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 treatement 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

  • 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

Stage 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, 

The Parliamentary Health Service Ombudsman (PHSO)
Millbank Tower

CQC National Customer
Service Centre
Newcastle upon Tyne

The NHS complaints procedure is available through the department of Health’s website (

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

Details of your local ICAS office can be found at:

You can also contact ICAS via: 
• Email at 
• Telephone on 0330 4409000

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).

Other websites

This privacy policy only covers this website. Any other websites which may be linked to by our website are subject to their own policy, which may differ from ours.  

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