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

Compliance with CMA Order 2014

In October 2014, the Competition and Markets Authority (the “CMA”) published the Private Healthcare Market Investigation Order 2014 (the “Order”) following its investigation into the private healthcare industry. The Order imposed requirements on private hospital operators to disclose certain information in relation to referring clinicians (as defined by the Order) for the benefit of patients. Full details about the investigation and the Order can be found on the www.gov.uk/cma-cases/private-healthcare-market-investigation. The information provided by Care UK below is required by the Order.

Care UK private healthcare services are delivered through fee rates and packages agreed between Care UK and Medical Insurers or Private Patients. Consultants who are employed or engaged through Care UK do not levy any fees directly to Medical Insurers or Private Patients, in relation to any healthcare services provided by Care UK. No Clinicians hold practicing privileges with Care UK and thus all referrals are received directly from General Practice, Private Patients or via Medical Insurers.

Care UK does not provide any Clinicians with any Direct Incentives or any High Value Services.

In the course of providing NHS and private healthcare services Care UK does provide some or all of the following Low Value Services:

  1. General services to ensure clinical safety e.g. in house training, administrative services, insurance or indemnity cover in respect of the treatment of patients.
  2. Basic workplace amenities including refreshments, subsidised meals provided on site, parking, and stationery.
  3. General marketing services e.g. general promotional events, providing consultant biographies/directories.
  4. General corporate hospitality.

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:

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:

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

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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