Privacy

Privacy and Cookies Policy

Carers Support West Sussex respects the privacy of visitors to our website and wants to protect any personal information that you give to us.
This statement is made in order to comply with the provisions of the Data Protection Act 1998, and to tell you how Carers Support West Sussex will use any personal information that you give to us.
Carers Support West Sussex is registered as a data controller with the Information Commissioner for the United Kingdom.

How do we collect your information?

We get personal information about you when you enquire about our fundraising, campaigns that we run, or other things that we do, or if you register with us to become a member of Carers Support West Sussex, become a volunteer, complete a survey, take part in an event or competition, make a donation or give us personal information in any other way.

What information do we collect?

The types of personal information we might ask for may include your name, address, gender, email address, telephone number as well as information volunteered by yourself. The information we collect about you will be stored securely and treated in accordance with the Data Protection Act 1998.

When you use the Carers Support West Sussex secure online donation pages you are routed through to our online donations service provider My Donate, (it is clearly stated on the donation pages that this is the case) and the information you give (such as your credit card number and contact information) is provided only so that the transaction can take place. You will be given the option for My Donate to share your contact details with us. Carers Support West Sussex also takes appropriate measures to ensure that any personal information provided is kept secure and only for so long as is necessary for the purposes for which it was provided.

We will use the information that you give to us:

  • to send you information about our services that you have asked for
  • to send you information about activities that will help you as a Carer
  • after being anonymised, to generate our management reports which tell us if we are achieving our performance targets including how we can improve our support for you
  • to contact you about appointments, events, fundraising, campaigning and our other work

Third parties

Carers Support West Sussex will not pass your personal details to other people or organisations without first obtaining your consent. For all the ways that we may use your information, we may need to share your anonymised information with West Sussex County Council and any partners that help us provide any of our services. There may be rare occasions, for example from an individual posting on our online forum or through contacting Carers Support West Sussex via the website where there appears to be a clear need to safeguard the welfare of the individual and/or his/her family and it may be necessary to contact relevant authorities to address this. No personal data obtained via the website is used for direct marketing, and we never disclose personal data to third parties for their direct marketing purposes.

Carers Support West Sussex Online Support service

What information do we collect from you?

If you engage with Carers Support West Sussex Online Support service, we will collect:

Chat and messaging transcripts

Automatic information, such as IP address, operating system and type of device used.

Information you provide to us, including:

  • Personal information, such as your name and contact information
  • Surveys, transcripts and recordings of your communications with us,

How does Carers Support West Sussex collect information from you?

  • We may collect information through the following methods if you visit our website
  • Your communications with the Carers Support Online Support service, using third party software called Velaro.  Details of their privacy policty can be found here:  https://www.velaro.com/privacy-policy/
  • Your requests for information, news and other content,
  • A technical support request you submit,

How does Carers Support West Sussex use the information it collects about me?

This information is collected and analysed using a third party software tool, for internal purposes only. The purpose of collecting this information is for record keeping and monitoring the effectiveness of our service. We will not give out your information unless required by law.

We use the information we collect to provide and improve our services, for example for improving interactions with people using Carers Support West Sussex Online Support Services.

We may also use your information for the following purposes:

To deliver information requested by you, for example:  information about our support services

To deliver marketing or other materials to you,

How long will Carers Support West Sussex keep information for?

We will hold your personal information on our systems for as long as is necessary for the relevant activity.  This includes for our ongoing training and monitoring purposes.

Your rights
You can find out if we hold any personal information about you collected through your use of our website by making a ‘subject access request’ under the Data Protection Act 1998. Please put your request in writing to the address below.  If we do hold information about you, you can ask us to correct any mistakes by contacting us.

Acceptable behaviour

From time to time we have to take decisions to limit an individual’s access to the service.  If this happens, we will make every effort to inform you as to the reason why we have restricted your access.  For example, we may ask you to give us a contact number so that a member of our Carers Support Team can call you to talk about your support needs.

If you contact us a lot in a short period of time we may get our system to limit the number of calls we will accept.  We do this to ensure that we can manage the capacity of our service.  If this happens to you, you will get a message that explains how to contact us to discuss your needs.

If we believe you are abusing our service or are abusive towards staff or volunteers, we may use our system to block your calls or messages from getting through.   If you receive a message saying that we won’t respond to you, or you don’t receive an answer to an email or SMS message, you can appeal our decision. 

In either of the above circumstances, we may limit or withdraw access to the service, as abuse towards staff and volunteers is not acceptable and we cannot be in a position where your use of the service prevents Carers Support services being used by other people.  In extreme situations we may also involve the police.

If you wish to discuss your use of the service or appeal a decision, please contact the Carers Support Team on 0300 028 8888 email info@carerssupport.org.uk or write to the Carers Support West Sussex, 19 Liverpool Gardens, Worthing, West Sussex, BN11 1RY.   Please be aware that if you call Carers Support West Sussex, your telephone number may be visible to the Carer Response Line team and may be logged for administrative purposes.

If you threaten our staff or volunteers and we bar you from our service, we may report your abuse to the police.

A copy of our complaints procedure can be found here:  http://www.carerssupport.org.uk/our-organisation/strategypolicies-and-procedures/comments-and-complaints

Our Use of Cookies

Cookies are small text markers stored on your computer that enable us to understand how people use our website. No personally identifiable information is stored on the cookies. In common with many similar websites, we use them to help remember preferences and for anonymous statistical measurements - for example so we know how many "hits" a page has had.
We use cookies to:

  • remember certain information about users so they don’t have to repeatedly give the same information
  • recognise if users are already logged in to certain areas of the website
  • measure how people use our website so we can continually improve how information is provided.

You can control and delete cookies.

Even though Carers Support West Sussex does not use cookies to collect personally identifiable information about you, you might still want to restrict or block cookies. You can do this through your internet browser (Internet explorer, Google Chrome, Mozilla Firefox, etc.). Use the help function in your browser to find out how. If you restrict cookies for the Carers Support West Sussex website then there is a risk the website will not work fully.

What Cookies Do We Use?

These are the main reasons we use cookies on the Carers Support website.

Google Analytics

This is a service we use from Google that collects information about how people use our website. We use this to make sure we are providing the best service we can to our web visitors.
Using cookies Google Analytics stores information about:

  • what pages you visit
  • how long you stay on the page
  • how you came to the site
  • what things you click on

Although we collect this information we do not collect any personal information - so we don’t know what your name is or where you live. And the information we collect cannot be used to identify you. Also this information is for Carers Support's use only and we don't allow Google to share it.

Third-party cookies

Many of our pages have a "Share this" function that allows you to share content with your friends or colleagues via email, Twitter, Facebook etc. We use cookies to make this service work. It tells us what items a person has shared, how many people are sharing and how many page "Hits" we have got as a result of the sharing. Again we do not collect anything that personally identifies you.

Cookies that are set by other websites

If you are using the sharing facility already mentioned (i.e. Share content with Facebook, Twitter) then it is possible those websites (i.e. Facebook) may also set a cookie when you are also logged in to their service. Carers Support does not control these type of cookies.

Occasionally we embed things like video, audio and pictures from other websites such as YouTube, Vimeo, Flickr or Soundcloud. This means it looks like one of our webpages but the video is being fed through from another site (i.e. YouTube). This means that every time you visit one of our pages with this sort of embedded content, those other sites may use their own cookies to record that you watched or viewed the content. Carers Support West Sussex has no control over these cookies so you should check the relevant website for more information.

How Do We Protect Personal Information?

We will make sure that any personal information that you give to us is kept secure, accurate and up to date, and only keep it for as long as it is needed and only for the purposes for which you have agreed we can use it.

Under 18 Year Olds

If you are 18 or under, please get your parent/guardian's permission before you give us any personal information about yourself.

Your consent

By entering your personal information on our website or supplying it in the post, you are agreeing to our use of that information as it says in this Privacy Statement. By giving us any personal information by phone you are agreeing to our use of that information as it says in this Privacy Statement.
We will always ask for consent to hold your information and consent to share your information.

Holding Information

We need to hold your personal information in order to communicate with you to provide you with support. We can also send you information about events and meetings. We need details about your employment and health to ensure we refer you to important support that is key to these critical areas that can affect your own wellbeing. We are inclusive in offering our services to all carers. By collecting information like gender, ethnicity, sexuality and religion we can tailor our support to the needs of all carers from different backgrounds and communities in West Sussex. We will ask you for this information but you can decline if you prefer. This can sometimes include personal information about the person(s) you are caring for. We need limited details about the person(s) you are caring for as it may affect the support we provide to you and/or refer you to.

Sharing Information

We sometimes need to share information so that carers do not have to constantly repeat their personal information and tell their story with various service providers. Most carers complain about this and ask ‘Why don’t these people and organisations speak to each other? We want to prevent this from being a problem for carers.

We will only share your information with other organisations that can directly provide you with support. You can let us know if you don’t want us to share with a particular organisation. You will know who else we are sharing with as it will be mentioned in the process of preparing a support plan with you. Should you or someone you care for be at risk of harm we may also have to share your information but we will normally let you know about this. Based on your individual needs, we will automatically share your details with GP practices for their carer registers, British Red Cross, Carers Health Team and Crossroads Care. These are all partners who we are working with closely to support carers.

Confidentiality Statement

At Carers Support West Sussex we put Carers at the heart of what we do. As such we understand that to register and support Carers, we are often having conversations that are very personal, and private.  We see it as a privilege that Carers feel comfortable to have these discussion with us, and build a relationship of trust through the services we provide.  All information about a person and their family is private and will be handled confidentially.

Confidential information is anything that allows a person to be identified.  This includes a person’s name, address, postcode, date of birth, NHS or NI numbers.  It may also be thought of as any information that is private or a person would not expect to be shared.

Confidential information may be held on paper, print out, computer file, email, IM, laptops, mobile phones, cameras, as well as in discussion and conversation.

We will inform Carers of the information we ask for, hold and its purposes, gain consent to gather and hold it.  We will gain consent to share information for the purpose it has been agreed with the Carer.  For example when making a referral to another agency for a service.

Should we become concerned that anyone may be at risk of harm, we have a duty of care to share information with appropriate services to safeguard children and adults. We will try to discuss this with the person and support them to consent to the sharing of the information for this reason. However in rare circumstances we may need to share it without consent.

Carers Support West Sussex its employees and volunteers will take all steps to protect personal and private information and prevent it from being inappropriately disclosed or shared.

Withdrawing Consent

If at any time you decide that you want to withdraw your consent, simply contact us and we will change your record on our database. If any support is affected you will be informed at the time. If you object to our using your personal data to send you information about our activities, consultations, surveys and appeals you can instruct us to cease doing so at any time by writing to or e-mailing us at:
Carers Support West Sussex,
The Orchard,
1-2 Gleneagles Court, Brighton Road,
Crawley,
RH10 6AD

Email: info@carerssupport.org.uk


Right of access

You have the right to ask for a copy of the information that we have about you, and we may charge a small fee to do this. Also, if any information that we have about you is wrong, you can ask us to correct it for you by writing to or e-mailing us at:
Carers Support West Sussex,
The Orchard,
1-2 Gleneagles Court, Brighton Road,
Crawley,
RH10 6AD

Email: info@carerssupport.org.uk

Changes

If your personal details change, please help us to keep those details up to date by telling us about any changes. If you want to see what information we have about you, or need to tell us about any changes to the information that you have given to us, please contact:
Carers Support West Sussex,
The Orchard,
1-2 Gleneagles Court, Brighton Road,
Crawley,
RH10 6AD

Email: info@carerssupport.org.uk

We may change this Privacy Statement at any time. If you use this website after changes are made you will be agreeing to those changes.

Online Security

No transmission of data over the Internet can be guaranteed to be 100% secure. Carers Support West Sussex cannot ensure or warrant the security of any information you transmit to us and you do so at your own risk.
This website contains links to enable you to visit other websites. Carers Support West Sussex has no control over linked websites. Accordingly, Carers Support West Sussex cannot be held responsible for the contents of any linked site or for the protection and privacy of any information or personal data which you provide whilst visiting any such site. Users should exercise caution and examine the privacy statement for the website in question before passing on any personal information.

Disclaimer

Carers Support West Sussex makes every effort to ensure that the information contained within the pages of this website is accurate and up to date, but gives no warranty regarding its accuracy or completeness. Consequently, Carers Support West Sussex accepts no liability for any losses or damages (whether direct, indirect, special, consequential or otherwise) arising out of errors or omissions contained in this website. No liability can be accepted in respect of losses or damages arising out of changes made to the content of this site by unauthorised third parties.