Personal Data is an increasing concern for individuals and it is understandable that service users are interested in how companies look after their data and privacy. Advo Health not only provides care for your well-being; we aim to apply that same level of care to your data and privacy.

This privacy notice covers how Advo Health:

• Collect;
• Use;
• Disclose;
• Transfer; and,
• Store your data.

Scope

This Privacy Notice applies to anyone whose data we process as a Data Controller, including visitors to our website. For the avoidance of doubt, this Privacy Notice does not apply to:

• Our employees and prospective employees (handling of their Personal Data is governed by our employee and recruitment privacy notices);
• Services we provide on behalf of other organisations as a data processor. For example where we perform Personal Independent Payment and Work Capability Assessments. The DWP Privacy Notice applies to these services.

We may change this Privacy Notice from time to time, so please check back regularly to keep informed of any updates. This version of the Privacy Notice was updated on 03/09/2024.

About us

Firstly, some information about us;

We are Advo Health Limited (Company Number 15742346) Our registered office is Carnac House, Cams Hall Estate, Fareham, Hampshire, PO16 8UZ.

We are part of the Ascenti Group,  which incorporates a number of companies; Ascenti Physio  Limited, Ascenti Health Limited, Lacoda Limited who trade as BWT Physio, Six Physio Limited and Purple Physio Limited.

In this Privacy Notice, the terms “we”, “us”, and “our” (and other similar terms) refer to Advo Health and no other part of the Ascenti Group. The Ascenti Group Privacy Notice can be found here: https://www.ascenti.co.uk/privacy

Advo Health recruitment also goes through the Ascenti Group, for which the Privacy Notice can be found here: https://www.ascenti.co.uk/recruitment-privacy-statement

Our Data Protection Officer

Data Protection Officer: The DPO Centre Limited

Privacy queries: dpo@ascenti.co.uk

Information we may hold on you

Personal Data means any information about you from which you can be identified. The data we collect depends on the nature of the services we are providing but can include:

• Basic details such as name, address and contact details;
• Information surrounding complaints and incidents and safeguarding concerns  which may have arisen;
• Details of visits to our website (including your IP address, login information, and other analytical information). Please refer to the Ascenti Group Cookie Policy for more details; and,
• Any other Personal Data we collect in the course of your interactions with us or in the course of operating our business.

Collect

• Your data may be collected:
• By telephone;
• By correspondence (including post, text, email or otherwise);
• Via our website or online portals (e.g. when submitting an enquiry on our contact form); or

Use

In general we use your data to provide our services to you, including the following specific purposes:

• Responding to your initial queries and requests for further information about Advo Health, including quotes;
• Sending you your service related information;
• Record keeping and administration purposes;
• Compilation of statistical data (Personal Data will not be published or passed on without consent);
• To allow the billing of services provided and to obtain payment;
• To process and respond to any complaints, concerns or incidents, including safeguarding concerns;
• To comply with any other legal, professional or regulatory obligations imposed on us; and,
• To audit our services and the use of our websites.

We will not use your data for automated decision making.

We rely on the following legal reasons for processing your Personal Data:

• Legal obligation: We will process your Personal Data when it is necessary to comply with a legal or regulatory obligation (e.g. record keeping, external auditing, clinical audits and quality monitoring)
• Legitimate interests: We will process your Personal Data when we, or a third party, have a legitimate interest in processing it (e.g. responding to complaints, ensuring our business policies are adhered to, or improving our business by monitoring and recording information relating to our services). We only process for this reason if the legitimate interest is not overridden by your own interests or fundamental rights or freedoms. Please contact us if you would like more information on our, or a third party’s, legitimate interests and the balancing test we use to ensure processing is lawful.
• Consent: Where we require consent to process your Personal Data will specifically request this from you (verbally or in writing) and provide information on the purpose of that processing. If you have given consent, you can change your mind at any time and withdraw it by contacting us.
• Vital Interest. When providing services and we have an immediate concern for your or someone else’s health or safety we will raise a safeguarding, or unexpected findings report with the relevant statutory services.

Please contact us if you would like further information on the exact lawful basis for any specific data processing activity.

Disclose

We will share your data with carefully selected third parties when:

• You specifically request it, or a disclosure is required in order for us to provide our services;
• We are under a legal or regulatory duty to disclose your information; or,

As a result of any changes in business ownership or organisation. Advo Health may share your personal information, where required and to the extent permitted and on which we have a lawful basis, with:

• Any member of our group
• Solicitors, Insurers, or any other instructing party;
• Our auditors, including external accreditation bodies;
• Statutory Services and first responders (e.g. GP, Adult and Children’s Social Care, The Police)
• Law enforcement agencies and regulators (e.g. Care Quality Commission, Health and Safety Executive);
• Public bodies;
• Our external trusted service suppliers who provide business support services (including IT, security, building maintenance, hosting, archiving, data storage, email and text services and surveys);
• Analytics and search engine providers who assist in improving our website; and,

Any other third party you may ask us to share your data with. Where our professional duties of confidence as medical clinicians require that we seek your consent before sharing your Personal Data with a third party, we will do so. Such consent has a different legal basis to consent for the purposes of EU/UK privacy law and seeking consent further to our professional duties will not therefore affect the basis of processing in privacy law. The processing under privacy EU/UK privacy law will be on the bases as set out above.

Transfer

Advo Health will not typically transfer any of your data outside of the UK or EEA.

If we do have occasions to transfer your data outside of the UK or EEA to countries not deemed by the Information Commissioner Office (ICO)  (and/or European Commission (EC) as relevant) to provide an adequate level of personal information protection, we will ensure that the we execute the EC approved Standard Contractual Clauses or the ICO International Data Transfer Agreement and  undertake a Transfer Impact Assessment to identify any additional safeguards required. .

Store

Advo Health has in place physical, electronic and operational procedures intended to safeguard and secure the information we collect.

How long we retain your data for will vary from matter to matter but will be determined in accordance will the following criteria:

• Any time limits for establishing or defending legal claims or responding to complaints/incidents;
• Any period necessary to comply with our legal obligations under EU/UK law; and,
• Any periods for retention that is recommended by regulators or professional bodies.

Your rights

You have the following rights over your data:

• Request access to your personal information (commonly known as a ‘data subject access request’). This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it.
• Request rectification of the personal information that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected.
• Request erasure of your personal information. This enables you to ask us to delete or remove personal information where there is no good reason for us continuing to process it.  You also have the right to ask us to delete or remove your personal information where you have exercised your right to object to processing.
• Object to processing of your personal information where we are relying on a legitimate interest and there is something about your situation which makes you want to object to processing on this ground.
• Request the restriction of processing of your personal information. This enables you to ask us to suspend the processing of personal information about you.
• You can withdraw your consent for processing your data at any time. Where the processing of your personal data relies on the consent lawful basis you can withdraw your consent.

If you would like to request access to your personal data in relation to a Personal Independence or Work Capability Assessment then you will need to contact the DWP .

If you would like to exercise any of your other rights in relation to a Personal Independence or Work Capability Assessment then you will need to contact the DWP, who have made the following form available. DWP Information Rights Request Form

If you do send your request to us we will pass it onto the DWP, however it will be quicker for everyone to contact the DWP directly in the first instance.

If you wish to make a subject access request to Advo Health, please request this at SAR@ascenti.co.uk

For all other types of data subject rights requests please email dpo@ascenti.co.uk

Concerns

If you wish to raise a query on how we have handled your Personal Data you can contact our Data Protection Officerdpo@ascenti.co.uk.

You have the right to raise a concern at any time to the ICO. However, we hope that you would consider raising any concern you have with us first. Your satisfaction is extremely important to us, and we will always do our very best to solve any problems you may have. For more information on submitting a concern to the ICO, or the data protection in general, please visit the ICO’s website.