(1) Information about us
We, Healthcare at Home Ltd, operate our website and control how all information obtained from it is used and processed.
We are a private limited company registered in England & Wales under registration number 02759609.
Our registered address is:
Healthcare at Home Ltd
107 Station Street,
Burton upon Trent,
DE14 1SZ, UK
You can contact us by email. Please click here to access our contacts page.
Our VAT number is 873342418.
(2) Licence to use our website
Unless otherwise stated, we and/or our licensors own the intellectual property rights in the website and all material on the website. Subject to the licence below, all these intellectual property rights are reserved.
You may view, download for caching purposes only, and print pages from the website for your own personal use or own internal business purposes, subject to the restrictions set out below and elsewhere in these terms and conditions.
You must not:
(a) republish or redistribute material from this website (including republication on another website) except for content specifically and expressly made available for redistribution;
(b) sell, rent or sub-license material from the website;
(c) reproduce, duplicate, copy or otherwise exploit material on our website for a commercial purpose, save your own internal business purposes; or
(d) edit or otherwise modify any material on the website.
Where content is specifically made available for redistribution, it may only be redistributed within your organisation.
You must not remove any indications of ownership from any copies, screenshots or downloads that came from our website under any circumstances. Where no such indications exist, our status (and that of any identified contributors and/or licensors) as the authors of material on our website must always be acknowledged.
(3) Links to and from other websites and use of other's brands
You may create links to the homepage of our website, but no other page, provided in doing so, you comply with all the other provisions of this paragraph. You must do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists, or which implies that any of the content of our website is your own or licensed to you, or which otherwise amounts to framing. You must not establish a link from any website that is not owned by you.
We reserve the right to withdraw linking permission without notice.
Our website contains links to websites operated by other persons. These links are provided for your convenience only. Other sites are not under our control and we are not responsible for their contents. The existence of links from our website to other sites is not an endorsement by us of the other websites or the products, services or information they contain. Any queries about other sites should be directed to their operators. If you decide to access other websites using the links we provide, you do so entirely at your own risk. If you download or otherwise access information, documents or other files or media from such other websites, you do so subject to the terms and conditions imposed by the persons who own or operate those websites.
"Healthcare at Home" and our "H+" logo are trademarks of ours. Except where permitted by applicable law, these terms, or otherwise set out in our website, you may not use such trademarks under any circumstances without our prior written consent.
(4) Acceptable use
You must not use our website in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of the website; or in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity.
You must not use our website to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software.
You must not conduct any systematic or automated data collection activities (including without limitation scraping, data mining, data extraction and data harvesting) on or in relation to our website without our express written consent.
You must not use our website to transmit or send unsolicited commercial communications.
You must not use our website for any purposes related to marketing without our express written consent.
(5) Restricted access
We reserve the right to restrict access to other areas of our website, or indeed our whole website, at our discretion.
If we provide you with a user ID and password to enable you to access restricted areas of our website or other content or services, you must ensure that that user ID and password is kept confidential.
We may disable any user ID and password we provide to you at our sole discretion without notice.
(6) Limited warranties
The information contained in our site has been published in good faith and with the aim of ensuring its accuracy, but in certain cases it may be incomplete, out of date or incorrect as at the time you view them and should be treated as being indicative only. If we become aware of any material inaccuracies in the information in our site, we will use reasonable efforts to correct the same.
To the maximum extent permitted by applicable law we exclude all representations, warranties and conditions relating to this website and the use of this website (including, without limitation, any warranties implied by law of satisfactory quality, fitness for purpose and/or the use of reasonable care and skill).
(7) Limitations of liability
Nothing in these terms and conditions (or elsewhere on our website) will exclude or limit our liability for fraud, for death or personal injury caused by our negligence, or for any other liability which cannot be excluded or limited under applicable law.
Subject to this, our liability to you in relation to the use of our website or under or in connection with these terms and conditions, whether in contract, tort (including negligence) or otherwise, will be limited as follows:
(a) we will not be liable for any consequential, indirect or special loss or damage;
(b) we will not be liable for any loss of profit, income, revenue, anticipated savings, contracts, business, goodwill, reputation, data, or information;
(d) we will not be liable for any loss or damage arising out of any event or events beyond our reasonable control;
(e) our maximum liability in relation to any event or series of related events will be limited to £100.00.
You hereby indemnify us and undertake to keep us indemnified against any losses, damages, costs, liabilities and expenses (including without limitation legal expenses and any amounts paid by us to a third party in settlement of a claim or dispute on the advice of our legal advisers) incurred or suffered by us arising out of any breach by you of any provision of these terms and conditions, or arising out of any claim that you have breached any provision of these terms and conditions.
(9) Breaches of these terms and conditions
Without prejudice to our other rights under these terms and conditions, if you breach these terms and conditions in any way, we may take such action as we deem appropriate to deal with the breach, including suspending your access to the website, prohibiting you from accessing the website, blocking computers using your IP address from accessing the website, contacting your internet service provider to request that they block your access to the website and/or bringing court proceedings against you.
We may revise these terms and conditions from time-to-time. Revised terms and conditions will apply to the use of our website from the date of the publication of the revised terms and conditions on our website. Please check this page regularly to ensure you are familiar with the current version.
We may transfer, sub-contract or otherwise deal with our rights and/or obligations under these terms and conditions without notifying you or obtaining your consent.
You may not transfer, sub-contract or otherwise deal with your rights and/or obligations under these terms and conditions.
If a provision of these terms and conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect. If any unlawful and/or unenforceable provision would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.
(13) Exclusion of third party rights
These terms and conditions are for the benefit of you and us, and are not intended to benefit any third party or be enforceable by any third party. The exercise of our and your rights in relation to these terms and conditions is not subject to the consent of any third party.
(14) Entire agreement
(15) Law and jurisdiction
These terms are governed by English law. Except as otherwise set out in this paragraph, any disputes related to these terms shall only be resolved in the English courts. You are taken to waive any objection to such jurisdiction or venue. We may bring court proceedings for an injunction or any similar relief in the courts of any jurisdiction to restrain or prevent any breach of these terms by you.
This policy sets out the personal and other information we, Healthcare at Home Ltd, collect about you and your usage of our website, when you visit our website, and how we will treat that information, including that it may be processed in the United States.
If you do not wish us to use your personal and such other information in the manner set out in this policy, please do not use our website.
This policy forms part of our Terms and Conditions, which can be accessed by clicking here.
(1) In order to deliver our services to you
We collect and process information about you from a variety of sources
Information we receive from other sources - the Hospital Trust, consultants, GPs, others involved in your care
Information you give us - by filling in forms or talking to us, communicating with us by telephone or in writing
Information we collect about you - technical information when you visit our website
This policy explains how Healthcare at Home uses any personal information we collect about you and your rights in relation to that information. “Personal information” refers to any item of data that identifies you as an individual or is capable of doing so and “we”, “us” or “our” in this policy refers to Healthcare at Home.
(2) How we will use your data
Keep your data confidential
Use it lawfully, fairly and in a transparent way
Keep it only as long as necessary for the purposes we have told you about
Protect your data and keep it secure
To manage the provision of your healthcare
(3) Setting up and delivering our services to you
To create and maintain a record of your care and treatment and to communicate with your hospital and doctors
To create and manage your prescription records
To contact you to arrange your delivery
To allow us to dispense and deliver the correct medication to you
To facilitate a nurse or healthcare professional to visit you (if necessary)
To answer any questions or concerns you may have and provide customer support
To provide pharmacy services to you and give you information about your medication
To ensure that we charge the NHS or other bill payer the correct amount for our services delivered to you
To provide regular reminders in accordance with your service, e.g. for deliveries, nurse visits or medication
For remote care, using technology platforms and assessments, as required for your service
To enhance staff safety, we utilise secure audio recording devices that may be activated in emergency situations
Where necessary, capture CCTV images for training purposes and for the prevention and detection of crime
Where your care is funded, to communicate with private medical insurance companies
(4) Service Improvement
To train our staff in the delivery of clinical care services
To manage and resolve any issues you may have – missed or late deliveries, complaints, incidents
To record and manage (where appropriate) any adverse events or side effects relating to your medication that you tell us about
To capture information regarding an incident to ensure the safety of our employees
To escalate concerns regarding you and your care to ensure you are safe
To enable us to register and investigate incidents and complaints
To enable the storage, archive and disposal of paper documentation
To help us to improve the quality of our services based on your feedback
To conduct patient engagement surveys and see how well we are doing. These surveys could be generated by Healthcare at Home, NHS Trusts or Pharma companies all of which are third parties we use to deliver our services to you. We may carry out the surveys by email or by phone and may send you a text message to direct you to the survey link.
To keep an audit trail for the services we provide, e.g. recording of calls, system logs
(5) Who will we share your data with
We want to earn and maintain your trust, and protect your data. However, we do share your data with the following categories of organisations as an essential part of being able to provide our services to you, as set out in this statement:
Companies in the Healthcare at Home group, as sometimes different bits of our group are responsible for different processing activities
Companies/organisations that do things to get your medication and any devices or ancillaries needed to you, such as delivery companies
Professional service providers, such as marketing agencies, advertising partners and website hosts who help us run our business
Private medical insurance companies if they fund your care
There are many examples of third-party data processors we use, for example, third party logistics drivers to deliver your modifications and companies that assist us to carry out our functions in relation to patient surveys.
We may share your information with selected third parties, who we use to process your personal information on our behalf. Where a third party data processor is used / whenever your data is shared, we will ensure that they operate subject to contractual restrictions with regard to confidentiality and security in addition to obligations imposed by data protection legislation.
Healthcare at Home processes and holds all its data within the UK and the European union and its data is subject to all current UK and EU data protection and usage regulations.
Further information on these regulations can be accessed via the Information Commissioner’s Office website, particularly with regard to the two main sets of regulations applicable to Healthcare at Home, which are the ‘Guide to Privacy and Electronic Communications Regulations’ (PECR) and ‘General Data Protection Regulations’ (GDPR).
Visit the ICO’s website at www.ico.org.uk
(6) Keeping your data
We’ll only hold on to your information for as long as is needed to be able to provide services to you, or (in the case of any contact you may have with our Customer Care team) for as long as is necessary to provide support-related reporting and trend analysis only.
If reasonably necessary or required to meet legal or regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions, we may also keep or hold of some of your information as required, even after it is no longer needed to provide the services to you.
(7) Your rights
You have a lot of rights relating to your personal information:
The right to be informed about how your personal information is being used
The right to access the personal information we hold about you
The right to request the correction of inaccurate personal information we hold about you
The right to request that we delete your data, or stop processing it or collecting it, in some circumstances
The right to stop direct text messages, which you can do by replying STOP to the message
The right to withdraw consent for other consent-based processing at any time
The right to request that we transfer or port elements of your data either to you or another service provider
The right to complain to your data protection regulator - in the UK, the Information Commissioner’s Office
(8) Changes to how we protect your privacy
We may change this page from time to time, to reflect how we are processing your data.
If we make significant changes, we will make that clear on the Healthcare at Home website or by some other means of contact such as email, so that you are able to review the changes.
(9) How to contact us
If you want to exercise your rights, have a complaint, or just have questions, please contact us by writing to The Head of Information Governance and Security at Healthcare at Home, 107 Station Street, Burton-on-Trent DE14 1SZ or by emailing on firstname.lastname@example.org.
(1) Data protection disclaimer
We will not sell or share your private information with third parties unless we are required by law to do so.
(2) What we collect
We collect, store and use the following kinds of information relating to you and your use of our website:
(3) How we collect such information
We may collect the following information via this form: name, email address, contact number, post code and relevant message. This information is collected to allow us to contact and help you with your initial enquiry.
(4) What we do with the imformation we collect
- Your submission will be stored on our website Admin area, which is only accessible by authorised personnel, and a copy of it will be sent to a member of relevant department mailbox so it can be dealt with properly and in a timely manner.
- We may use the information to improve our products and services.
- After the initial contact is made, all your relevant information submitted via this form will be deleted unless you let us know, in writing, that you would like us to keep it for future project opportunities.
Complaints Policy - Patients
We always want to provide an efficient and reliable service for all our patients, their care is of our upmost concern; however, we understand that we do not always get things right.
If you feel we have not provided the level of service you would rightly expect, then our door is always open, and we would like to hear from you.
We value your feedback as it allows us to improve the HaH experience for yourself, and other patients.
How do I raise a complaint?
If you wish to raise a complaint about any aspect of the service that you have received from HaH, you can do so using the following channels.
Give us a call:
You can call our main switchboard on 0333 103 9499 between the hours of:
08:00 and 20:00 – Monday to Friday
08:00 and 16:30 – Saturday and Sunday
Send an e-mail:
You can e-mail our Patient Advocacy and Support Team directly on the following e-mail address:
Please provide us with your name, any account information you may have to hand, and details of your complaint.
Send a letter:
Alternatively, you can send a letter to the following address:FAO of the Patient Advocacy and Support Team
107 Station Street
Burton on Trent
Please provide us with your name, any account information you may have to hand, and details of your complaint.
What happens next?
Within 2 working days of your complaint being raised, we will send you an acknowledgement letter that lets you know your complaint has been escalated and is being investigated.
Our dedicated team of Patient Advocacy and Support Officers will review your complaint, complete a thorough investigation of any problems that you have experienced, and issue you with a full response via letter within 20 working days.
If for any reason we cannot issue a response within 20 working days, we will contact you to let you know and confirm when you can expect to receive a response by.
What if I am not satisfied with my response?
If you are not satisfied with the response you have received, please let us know.
If you still feel that your response received from HaH is unsatisfactory and you wish to escalate your concerns to an external regulatory body, you can do so using the following regional contact details
England and Wales
Regulator: Health Service Ombudsman
Telephone: 0345 015 4033
Regulator: Care Inspectorate
Head Quarters Address:Compass House
11 Riverside Drive
Local Office Address:Princes Gate
Regulator: Scottish Public Services Ombudsman (SPSO)
Telephone: 0800 377 7330
Address:Freepost SPSO (this is all you need to write on the envelope, no stamp required)
Regulator: Regulation and Quality Improvement Authority
Telephone: 028 9051 75000
Regulator: Northern Ireland Ombudsman
Telephone: 0800 343 424
Complaints Policy - NHS or Private Provider
We always want to provide an efficient and reliable service for all our patients and customers, patients care is of our upmost concern; however, we understand that we do not always get things right.
If you feel we have not provided the level of service you would rightly expect for one of your patients or have an incident to report to us, then our door is always open, and we would like to hear from you.
We value your feedback as it allows us to improve the HaH experience for yourself, and patients.
How do I raise an incident?
If you wish to raise an incident about any aspect of our service, you can do so using the following channels.
Give us a call:
You can call our Service Delivery Team on 01283 506566 between the hours of, 08:30 and 17:00 Monday to Friday.
Send an e-mail:
You can e-mail a completed “Healthcare at Home Incident Report Form” (located below) to either our Service Delivery or Patient Advocacy and Support Team directly on the following e-mail addresses:
email@example.com - If trust response required only
firstname.lastname@example.org - If patient and trust response required onlyHeathcare at Home Incident Report Form
What happens next?
Service Delivery Team – Trust response required only
Our dedicated team of Service Delivery Leads will review your incident/report and complete an investigation and provide you with a response via the “Healthcare at Home Incident Report Form” within three working days.
Patient Advocacy and Support Team – Patient and trust response required
Within two working days of your complaint being raised, we will send you an acknowledgement email, alongside a copy of the patient’s acknowledgement letter, that lets you know your complaint has been escalated and is being investigated.
Our dedicated team of Patient Advocacy and Support Officers, will review the concerns raised, complete a thorough investigation and provide you with a full response via the “Healthcare at Home Incident Report Form” and a copy of the patient’s response letter within twenty working days.
If for any reason we cannot issue a response within twenty working days, we will contact you to let you know, and provide an updated response timescale.