for Holywell Care Services
The General Data Protection Regulation (GDPR), which is an EU directive, comes into force in May 2018 and will be incorporated into UK data protection laws: it will apply even after the UK leaves the EU. The GDPR consolidates and strengthens current data protection safeguards as developed under the Data Protection Act 1998. The Information Commissioner’s Office (ICO) considers that organisations are already compliant with the current data protection laws will most likely find it easy to comply with the GDPR.
The Holywell Care Group already has policies and procedures that meet the requirements of the Data Protection Act. This privacy notice follows ICO guidelines and shows that we are committed to protecting personal information that our staff collect and process from our service users, employees and others; it also shows how the Holywell Care Group succeeds in doing this by providing an overview of our various policies and procedures.
The privacy notice is a public document, available to service users and their families, staff and any third parties who might provide their personal information for any purpose, and through all channels, including the Holywell Care Group’s website and intranet.
The privacy notice is used in association with our policy on Protecting Personal Data under the General Data Protection Regulation.
This is the privacy notice of the Holywell Care Group.
Our registered office is at 9 Dalton Square, Lancaster, LA1 1WD.
The Group comprises Holywell Care Services, Holywell Home and Bridgeway Care Home, which are registered with the Care Quality Commission to provide a range of services including personal care to people in their own homes/accommodation and personal care with or without nursing in a residential setting.
The Holywell Care Group manages two care homes and provides services to people in their own homes from two other locations.
Holywell Children’s Services provide care and support to young people who are in transition to independent living in the community.
Consequently, we collect and process a wide range of personal information.
The Holywell Care Group is required by law to tell you about your rights and our obligations regarding our collecting and processing any of your personal information, which you might provide to us. We have policies and procedures to ensure that any personal information you supply is only with your active consent and will always be held securely and treated confidentially in line with the applicable regulations. We have listed the relevant documents in a later section (6, below) and can make any available to you upon request.
a) Service users. As a registered care provider, we must collect some personal information on our service users, including financial information, which is essential to our being able to provide effective care and support. The information is contained in individual files (manual [paper-based] and electronic) and other record systems, all of which are subject to strict security and
authorised access policies. Personal information that becomes inactive, e.g., from enquiries or prospective users who do not enter the service is also kept securely for as long as it is needed, before being safely disposed of.
b) Employees and volunteers. The service operates a safe recruitment policy to comply with the regulations in which all personal information obtained, including CVs and references, is, like service users’ information, securely kept, retained and disposed of in line with data protection requirements. All employees are made aware of their right to access any information about them.
c) Third parties. All personal information obtained about others associated with the delivery of the care service, including contractors, visitors, etc will be protected in the same ways as information on service users and employees.
Most personal information about service users, employees and thirds parties is collected directly from them or through form filling, mainly by hand, but also electronically for some purposes, for example, when they contact us through our website.
With service users, we might continue to build on the information provided in enquiry and referral forms, and, for example, from needs assessments, which feed into their care and support plans.
With employees, personal information is obtained directly and with consent through such means as CVs, references, testimonials and criminal records (DBS) checks.
When recruiting staff, we seek applicants’ explicit consent to obtain all the information needed for us to decide to employ them.
All personal information obtained to meet our regulatory requirements will always be treated in line with our explicit consent, data protection and confidentiality policies.
Our website and databases are regularly checked by experts to ensure they meet all privacy standards and comply with our general data protection security and protection policies.
All personal information obtained on service users, employees and third parties is used only to ensure that we provide a service, which is consistent with our purpose of providing a person-centred care service, and that meets all regulatory standards and requirements. It will not be disclosed or shared for any other purpose.
As already stated, Holywell has a range of policies that enable us to comply with all data protection requirements. The main policies are:
1. Access to Employee Data
3. Computer Security
4. Confidentiality of Service Users’ Information
5. Consent to Care and Treatment
6. Data Protection
7. Record Keeping
8. Information Governance under the General Data Protection Regulation
9. Protecting Personal Data under the General Data Protection Regulation
10. Safe Staff Recruitment and Selection
11. Service Users’ Access to Records
12. Sharing Information with Other Providers.
We only share the personal information of service users, employees and others with their consent on a “need to know” basis, observing strict protocols in doing so. Most sharing of service users’ information is with other professionals and agencies involved with their care and treatment. Likewise, we would not disclose information about our employees without their clear agreement, for example, when providing a reference.
The only exceptions to this general rule would be where we are required by law to provide information, such as helping with a criminal investigation. Even when seeking to notify the local authority of a safeguarding matter or the Care Quality Commission of an incident that requires us to notify it, we would only do so with consent or ensure that the information provided is treated in confidence.
Where we provide information for statistical purposes, the information is aggregated – meaning that it is provided anonymously – so that there is no privacy risk involved in its use.
We have procedures in place to enable any staff member, employee or third party whose personal information we hold and might process in some way to have access to that information on request. (See the policies listed in No. 6 above.) The right to access includes both the information and any uses that we might have made of the information.
There are strict protocols in place that determine how long Holywell will keep the information, which are in line with the relevant legislation and regulations.
The staff appointed to control and process personal information in our organisation are delegated to assess all privacy risks continuously and to carry out comprehensive reviews of our data protection policies, procedures and protocols at least annually
Web Site Terms and Conditions of Use
1. Terms By accessing this web site, you are agreeing to be bound by these web site Terms and Conditions of Use, all applicable laws and regulations, and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these terms, you are prohibited from using or accessing this site. The materials contained in this web site are protected by applicable copyright and trade mark law.
2. Use License
a. Permission is granted to temporarily download one copy of the materials (information or software) on Holywell Care Group’s web site for personal, non-commercial transitory viewing only. This is the grant of a licence, not a transfer of title, and under this licence you may not:
i. modify or copy the materials;
ii. use the materials for any commercial purpose, or for any public display (commercial or non-commercial);
iii. attempt to decompile or reverse engineer any software contained on Holywell Care Group’s web site;
iv. remove any copyright or other proprietary notations from the materials; or
v. transfer the materials to another person or “mirror” the materials on any other server.
b. This licence shall automatically terminate if you violate any of these restrictions and may be terminated by Holywell Care Group at any time. Upon terminating your viewing of these materials or upon the termination of this licence, you must destroy any downloaded materials in your possession whether in electronic or printed format.
a. The materials on Holywell Care Group’s web site are provided on an “as is” basis and makes no representations or warranties of any kind with respect to this site or its contents and disclaims all such representations and warranties. In addition, Holywell Care Group makes no representations or warranties about the accuracy, completeness, or suitability for any purpose of the information and related graphics published in this site. The information contained in this site may contain technical inaccuracies or typographical errors. All liability of Holywell Care Group howsoever arising for any such inaccuracies or errors is expressly excluded to the fullest extent permitted by law.
b. Notwithstanding the foregoing, none of the exclusions and limitations in this clause and clause 4 are intended to limit any rights you may have as a consumer under law or other statutory rights which may not be excluded nor in any way to exclude or limit Holywell Care Group’s liability to you for death or personal injury resulting from our negligence or that of our employees or agents.
c. Holywell Care Group makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties, including without limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights. Further, Holywell Care Group does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its Internet web site or otherwise relating to such materials or on any sites linked to this site.
4. Limitations In no event shall Holywell Care Group or its suppliers be liable for any damages (including, without limitation, damages for loss of data or profit, or due to business interruption,) arising out of the use or inability to use the materials on Holywell Care Group’s Internet site, even if Holywell Care Group or a Holywell Care Group authorised representative has been notified orally or in writing of the possibility of such damage. Because some jurisdictions do not allow limitations on implied warranties, or limitations of liability for consequential or incidental damages, these limitations may not apply to you.
a. Holywell Care Group will use reasonable endeavours to verify the accuracy of any information that is placed by us on the website, but we make no warranties, whether express or implied in relation to its accuracy.
b. We will not be responsible or liable to you for any damage caused by or loss of any content or material uploaded or transmitted through the website including in particular any third party content or comments, photos, product reviews, endorsements, opinions, comments or other testimonials or any other specific online user activities.
c. Whilst every effort is made to ensure that the website is accurate and up to date, we do not warrant, nor do we accept any liability or responsibility for the completeness or accuracy of the content, or for any loss which may arise from reliance on the information contained in this website. The content contained in this website is subject to change from time to time without further notice. We make no warranty that the website will be uninterrupted, free from viruses or error-free or that any defects can be corrected. Your use of the website at your own risk.
5. Revisions and Errata Website Changes Holywell Care Group shall be entitled to change, alter, modify or withdraw this website (including any applicable terms and conditions) at anytime without notice. We shall not be liable to you or any third party for any such change, alteration, modification or withdrawal of this website. Your continued use of the website following such change shall be deemed your acceptance of such change to this website. If you do not agree to or accept any change to the website, (including any applicable terms and conditions), please stop using the website immediately.
The materials appearing on Holywell Care Group’s web site could include technical, typographical, or photographic errors. Holywell Care Group does not warrant that any of the materials on its web site are accurate, complete, or current. Holywell Care Group may make changes to the materials contained on its web site at any time without notice. Holywell Care Group does not, however, make any commitment to update the materials.
6. Links Holywell Care Group has not reviewed all of the sites linked to its Internet web site and is not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement by Holywell Care Group of the site. Use of any such linked web site is at the user’s own risk.
Holywell Care Group does not accept any responsibility for the content of any external websites which we link to or which may link to the website. We do not have any control over external websites, and you are solely responsible for complying with the terms of those sites. Accordingly, you acknowledge and agree that access to any external or linked websites shall be at your sole risk. By accessing such external linked websites, you accept and undertake to us that you have chosen to enter website at your sole discretion and risk. You accept and acknowledge that the website owner does not directly or indirectly recommend or endorse the contents of such websites. The website owner shall not under any circumstances be responsible for the availability of such external sites or resources. By accessing such linked external websites, you will be subject to their data protection and privacy policies or practices and other site content.
8. Entire Agreement These Terms and Conditions of Use (as amended from time to time) on this website constitutes the entire agreement between us and you in relation to use of our website and supersedes all previous agreements in respect of your use of our website.
9. The website may be used only for lawful purposes and in a lawful manner, subject always to these Terms and Conditions of Use. By access and use of the website, you agree to comply with all terms and conditions, all applicable laws, statutes and regulations relating to the website and any transactions conducted on or through the website.
10. Governing Law Any claim relating to Holywell Care Group’s web site shall be governed by UK law without regard to its conflict of law provisions.These Terms and Conditions of Use are governed by English law. Any dispute, which cannot be resolved between us, shall be subject to the exclusive jurisdiction of the Courts of England and Wales. General Terms and Conditions applicable to Use of a Web Site.
We do update this Policy from time to time so please do review this Policy regularly.
Information We Collect
In running and maintaining our website we may collect and process the following data about you:
We may gather information about your general internet use by using the cookie. Where used, these cookies are downloaded to your computer and stored on the computer’s hard drive. Such information will not identify you personally. It is statistical data. This statistical data does not identify any personal details whatsoever.
You can adjust the settings on your computer to decline any cookies if you wish. This can easily be done by activating the reject cookies setting on your computer.
Use of Your Information
We use the information that we collect from you to provide our services to you. In addition to this we may use the information for one or more of the following purposes:
If you have previously purchased goods or services from us we may provide to you details of similar goods or services, or other goods and services, that you may be interested in.
Where your consent has been provided in advance we may allow selected third parties to use your data to enable them to provide you with information regarding unrelated goods and services which we believe may interest you. Where such consent has been provided it can be withdrawn by you at any time.
Storing Your Personal Data
In operating our website it may become necessary to transfer data that we collect from you to locations outside of the European Union for processing and storing. By providing your personal data to us, you agree to this transfer, storing or processing. We do our upmost to ensure that all reasonable steps are taken to make sure that your data is treated stored securely.
Unfortunately the sending of information via the internet is not totally secure and on occasion such information can be intercepted. We cannot guarantee the security of data that you choose to send us electronically, Sending such information is entirely at your own risk.
Disclosing Your Information
Third Party Links
Access to Information
In accordance with the Data Protection Act 1998 you have the right to access any information that we hold relating to you. Please note that we reserve the right to charge a fee of £10 to cover costs incurred by us in providing you with the information.
Holywell Care Group operates two residential care homes, both located in Lancashire.
Holywell Home is located in Morecambe and Holywell Bridgeway is located in Preston. Find out more about Holywell residential homes by clicking here
If assistance is requested, either by yourself or social and healthcare workers, Holywell’s highly-qualified assessors will visit you, your relative or advocates, to conduct an assessment of your needs for care and support. This takes the form of a thorough, yet sensitive interview with you, the client and your immediate family members.
The outcome of this assessment enables us to determine the type and extent of support you require to enable you to continue to engage in activities of your choice. This assessment is linked to risk assessments to make sure that we can support you to do as you want in the safest way possible. We repeat assessments at regular intervals so that we can monitor the level of support we provide and ensure it is precisely tailored to your changing needs. All assessments are documented and reports are treated confidentially.
We understand that some people are reluctant to have ‘strangers’ visit them at home and, therefore, we at Holywell do our best to ensure that you are supported by the same person all of the time. Your dedicated Holywell carer can help you with daily tasks, and – with your permission – with bathing, dressing, eating, and cooking. You can trust your Holywell carer to be discreet and sensitive to your needs when supporting you in private matters such as when you manage your finances and do your personal shopping.
In addition, Holywell is able to support you through other day-to-day challenges, such as finding out about college courses, attending church services, going out for leisure activities or going out in the evening.
We understand that everyone’s care and support requirements change with time. Holywell Care Group will constantly monitor your care plan and respond accordingly to make sure that you receive the right type and level of support at all times.
In providing care and support, Holywell team members make certain that you are in control of your life and ensure that you are in charge when making decisions that affect your life on a daily basis.
We are happy to discuss your requirements for care in your own home. Please click to find out more or call Holywell Care Group on (01772 930 323).
Social and healthcare professionals are in agreement that there are times when a carer needs to have a break from their caring responsibilities. This often means that someone who is cared for at home requires temporary placement in a respite facility when there is no alternative stand-in for the main carer.
Holywell Bridgeway provides such a short-term respite care facility, where the person requiring care can be easily and comfortably accommodated whilst still receiving their usual care and support.
It is an overwhelmingly positive experience, both for the resident and their carer. We have found, again and again, that people who come to Holywell Bridgeway for respite care benefit from a different routine, a change of scenery and new people to talk to and socialise with. Rather than being the expected upheaval, everyone finds the experience beneficial, supportive and rewarding.
The first step to the provision of respite care is an assessment of the needs of the individual who might be placed at the home.
If you are considering a period of respite care at Holywell, the first step is to arrange an assessment of the needs of the individual requiring care. Our specialised Holywell team members are trained to make this procedure as easy as possible for everyone concerned. Find out how Holywell can make respite care an easy option for you by clicking here or calling (01772 930 323).
Are you Self Funding? Do you receive an Individual Budget, or Self-directed funding? Are you funded by Social Services, the NHS, or in receipt of Direct Payments? Do you use a Smart Card or receive Rolling Respite?
If any of these apply to you, Holywell can help you to manage funding from these sources and we can provide a service to any adult or young person who wishes to purchase a support package with their own direct payments, Smart Card, Rolling Respite or own funds.
Why use us?
• With Holywell you will have trustworthy staff who are trained to support you to create a person-centred plan
• As required, we will help you choose your personal care team and make sure that they are DBS cleared and properly trained to meet your precise needs
• We will support you to manage your care package
• You will have regular reviews of your support to ensure you are always getting the best possible care
• Your care team will be routinely supervised by a team leader, care coordinator and manager.
We will assess the support you need and determine how much it will cost. If you live in your own home in the community, your living expenses include:
• Staff support, as stated in your care plan
• Council tax
• All gas, electricity and utility bills
• All meals and drinks
• Day to day laundry
You will have your own bank account so that you can pay for:
• Anything you might want to buy for yourself or others
• Any meals that you would like to buy
• Your personal items such as deodorant, perfume, after-shave, and special soaps and shampoo
• Public transport charges e.g., buses, taxis or trains
• Costs of social activities, for example entrance tickets for the cinema, swimming and leisure facilities, plus the entrance fees for any support staff
• Dry cleaning charges for any of your clothes and garments
• Chiropody or other beauty/health treatments.
Increasingly, many young people with special needs, are facing the challenge of the transition from school or college to independent living in the community, often in a supported living setting. This can be both difficult and daunting because moving from childhood to adulthood requires individuals, faced with a range of limitations, to acquire essential and often new, different and challenging skills.
Young people going through this transitional process are vulnerable unless they receive appropriate care and support in meeting their needs.
This is where Holywell can help.
The Holywell Care Group teams are highly-qualified and experienced in supporting young people who are in transition towards independent living. We aim to assist our residents to actively develop the skills they will need to live fulfilling and independent lives in the community. Holywell is firmly committed to supporting our clients throughout this process with a programme of activities and training tailored to the specific needs of each individual. We motivate and encourage our residents to achieve their goals and monitor their progress until they are confident with their new situation.
If you, your relative or friends would like to know more about this aspect of our young people in transition support service, please click here to talk to one of our Holywell team members.
If you need to move into a Holywell Resdiential care home usually, you will visit the home to meet the people you will live with and the staff and members of the care team that will support you. Once you have moved in, we will meet you frequently to discuss how things are going and to see how we can continue to provide just the right type and level of support you will need.
Activities and social life
Members of the Holywell team will help you to continue to do things that you already do and we will help you to develop your own social life in your new surroundings.
There are lots of opportunities for new experiences. What you do depends on what you choose to do and how much money you have. You have the right to try new activities, and staff will look at any risks in new activities and discuss them with you to help you to decide whether to go ahead.
Life in a Holywell residential care home
You will share the home with other people. You will have your own bedroom and can enjoy visits from friends and relatives at any time. If you require any support from staff, please ask the manager who will happily make arrangements.
You will share some rooms, such as bathrooms, the kitchen and lounges.
Of course, the home has to have some rules to make sure that everyone is safe and can live comfortably.
We will work with you, your family, social services and your advocates to develop your care plan and we will have regular meetings with you to make sure that everything is alright and you are happy with your care.
If there is anything that you are not happy about at Holywell, please tell us immediately and we will do everything we can to sort out any problems.
At Holywell we want all our residents to be happy.
Some people have special needs and they therefore require special help. Holywell Bridgeway specialises in supporting individuals with a range of disabilities that include acquired brain injury, learning disabilities and physical disabilities – some individuals require nursing care.
Our highly-trained teams are sensitive to these challenges and all are experienced in communicating patiently with people who experience sensory deprivation and those who might be unable to speak, hear or see properly.
The facilities at Holywell Bridgeway are spacious and are designed to accommodate wheelchair users. Each room is en-suite, which affords privacy and specially adapted bathrooms are available for residents who require special attention.
The Holywell team provide exceptional care around the clock and they work closely with other healthcare professionals to ensure that the highest quality nursing care is constantly provided.
Finding out about the availability of social care services can be complex and administratively demanding. It is often perceived as a minefield of options and can be overwhelming to those unfamiliar with the language and processes of social care.
That is where Holywell can really help.
Holywell Care Group managers are extremely knowledgable about a wide range of options available to would-be and existing clients. We work hand in hand with all healthcare and social care professionals so our team is always able to provide useful, impartial advice on the subject. Our Holywell team members can expertly guide enquirers so that they receive appropriate advice and support in a way they will clearly understand – with no sign of jargon or complicated technical language.
We are also experienced in assisting our clients to manage their personal budgets in a sensitive and trustworthy way. At Holywell we take the matter of privacy and security extremely seriously and we ensure your trust in us is valued and respected at all times.
Please do not hesitate to contact us if you would like to discuss any aspect of social care for yourself, your friend or a relative.
One of the most important aspects of our work is to make sure we properly understand properly your relative’s (or friend’s) requirements. At Holywell we firmly believe that each of our clients is an individual who is respectfully treated as such by every member of our staff.
We try to maintain each client’s independence so that he or she can continue as far as possible to engage in chosen activities. We do not aim to replace our clients’ families or friends – our teams are trained to complement the support provided by families and friends to each of our clients.
If you think that your relative or friend could benefit from support in their own home, please contact Holywell to arrange a free, no obligation consultation. We are here to help you get the care that best suits your individual needs.
The director of the Holywell Care Group is a registered social worker, who has specialised in learning disabilities and the management of social care services. The management team’s approach ensures effective communication, which is fundamental to Holywell being well-led.
Because of the nature of our clients’ special needs our staff are very willing to go the extra mile to ensure that Holywell’s residents receive the help they need, when they need it. Our staff respect people’s dignity and will do everything possible to ensure that they maintain residents’ independent decision-making (autonomy). This approach underpins our quality of care.
As a result of Holywell’s approach to the provision of all of our services, the people we support receive effective services that enable them each to lead a fulfilling life, to the limits of their abilities. We promote the independence, choice and control of each individual: all of our service users are treated with respect for their privacy and dignity.
Bridgeway Care Home recognises the importance of healthy eating for people’s well-being and the contribution that a healthy diet makes to a healthy lifestyle.
Our purpose-designed kitchen caters for all residents and individual diets are provided to suit individual needs: this is essential since some residents require liquid or soft diets, or special supplements. Some individuals have allergies and the kitchen offers suitable menus for each resident.
Special catering arrangements are made for people who wish to have their meals at specific times due to their personal preferences or their commitments to activities outside the home.
Abuse is all too common and we actively raise awareness about the risks people might face. Abuse is a violation of an individual’s human and civil rights by another person or persons and may result in significant harm to, or the exploitation of the person being abused. Abuse can take several forms: it might be physical, verbal, psychological or emotional; it might be financial or sexual. Abuse can be an act of neglect or a failure to take necessary action to support the person who is at risk. Our staff receive induction and ongoing refresher training in the recognition and response to suspected abuse. We work with local authorities and the police in managing cases of alleged abuse and actively safeguard the wellbeing of the people we support. For further information click here
As the needs of our individual service users change, so does the care they each receive. In this way, we respond to the needs of each person who uses our services.
In the Holywell™ Group, care is at the heart of everything we do. After staff who meet our selection criteria are recruited they receive induction training that equips them with the knowledge and orientation to provide a caring service.