Privacy Notice

Who we are

Living Enabled is a remote occupational therapy service run by Mariam Daji, an HCPC-registered Occupational Therapist (registration number OT77566), trading as Living Enabled.

If you have any questions about this notice or about how we handle your information, you can contact us:

• Email: hello@livingenabled.co.uk
• Based in Dewsbury, West Yorkshire
• Phone, text or WhatsApp: 07879 279739

We are registered with the Information Commissioner's Office (ICO), registration number ZC149230.

Under UK data protection law, Living Enabled is the "data controller" for your information. That means we are responsible for deciding how and why it is used, and for keeping it safe.

The information we collect

When you make an enquiry through our website form, by email, by phone or by WhatsApp, we collect:

• Your name and contact details (email and, if you provide it, phone number)
• Your location (town or county)
• Who the assessment is for, and their age range
• What you tell us about the situation, which may include health-related concerns
• Any safety concerns you mention
• How you heard about us (if you tell us)
• Basic technical information when you use the form, including a hashed (pseudonymised) record of your network address, used only for security and abuse prevention
• Where you arrive at our website from a link in an advert or one of our messages, the campaign labels carried in that link, so we know which of our messages are working

If you go on to use the service, we also collect:

• The details needed to set up and deliver the service, such as names, contact details and address
• The information gathered during the free suitability call and the assessment itself - for example health conditions, daily routines, how everyday activities are managed, falls history, fatigue, and details of the home environment
• Photographs or short videos of the home that you choose to share with us to support the assessment
• Our assessment notes and the written Home Function Review Report
• Notes of our calls, emails and follow-up discussions
• Records of the consent you have given

Payments are handled by our payment provider. We do not receive or store your full card number or card security code, although we do receive limited transaction information such as the payment status and a payment reference.

Video assessments take place by secure video call and are not recorded.

Information about someone else

Many enquiries come from a family member - for example a daughter or son enquiring about a parent. If you give us information about someone else:

• Please share only what is needed for us to understand the situation.
• Where possible, make sure they know you are contacting us - and, where they are able to agree, that they agree.
• Where we receive information about someone from a family member, we will normally make this notice available to the person concerned at the first direct contact with them, and in any event within one month, unless a lawful exception applies. Before any assessment goes ahead, we confirm consent directly with the person being assessed.

Everything in this notice applies to their information in the same way as it applies to yours.

Health information

Some of what you share with us is information about health. The law treats this as "special category data", which needs extra protection, and we treat it that way.

In plain terms, we are allowed to use your information because:

• When you enquire, you are asking us to respond, and you choose what to share with us. We ask for your explicit consent before you submit the enquiry form.
• When you become a client, we need your information to provide the service you have asked for.
• Health information is used by a registered health professional, bound by a professional duty of confidentiality, for the purpose of providing care and advice.

For those who want the legal references: we rely on UK GDPR Article 6(1)(a) (consent), 6(1)(b) (contract) and 6(1)(f) (legitimate interests - keeping our website secure and handling general queries), and for health information Article 9(2)(a) (explicit consent) and Article 9(2)(h) (provision of health care by a regulated professional), supported by Schedule 1 of the Data Protection Act 2018.

Where a family member shares health information about another adult, a relative cannot give consent on that person's behalf. We keep only what is needed to respond, and we confirm the person's own agreement directly with them before going further.

How we use your information

We use your information to:

• Respond to your enquiry and arrange the free suitability call
• Decide, with you, whether the service is the right fit
• Deliver the assessment, written report and follow-up call
• Manage bookings, payments and appointments
• Keep accurate professional records, as our regulator expects
• Meet our legal and professional obligations

We do not sell your information. We do not use your enquiry or client information for marketing, and enquiring does not add you to any mailing list. We will only ever send you marketing if you have separately and clearly agreed to it. If you sign up to receive email updates from us, we use your email address to send those updates until you unsubscribe - every email includes an unsubscribe link.

Who we share your information with

We treat what you tell us as private. We share it only in these situations:

• With your consent. Our reports are written so that you can share them - for example with a GP, community occupational therapist, social care, family members or other professionals. That sharing is your choice. If you ask us to send a report to someone on your behalf, we will only do so with your clear agreement.
• With the service providers who help us run Living Enabled, described below. Most act only on our instructions; some, such as our payment provider, also handle limited information under their own legal responsibilities.
• Where the law requires it - for example a court order.
• Where there is a serious safeguarding concern. If we believe you or someone else is at serious risk of harm, we may need to share information with a GP, local authority or emergency services. Wherever possible we would discuss this with you first, unless doing so would increase the risk.

Our service providers

To run the service we rely on a small number of trusted providers, who handle information only as far as needed for these functions:

• Secure cloud hosting and data storage - where website enquiry information and client records are securely held
• Website delivery and security - keeping the website running and protected
• Email delivery - sending our emails to you, such as enquiry replies and booking and payment emails
• Office software, secure file storage and video calls - email, secure file storage and video assessments
• Payment processing - taking and managing payments securely
• A messaging app - if you choose to message us through a messaging app, those messages are also handled by that app under its own terms and privacy policy. For anything detailed or sensitive, we recommend using our enquiry form or email instead

Some of these providers may store or process information outside the UK. Where that happens, it is protected by safeguards recognised under UK data protection law, such as UK adequacy decisions or approved standard contractual clauses.

How long we keep your information

• Client records (assessment notes, reports and related correspondence): 8 years from closure of the clinical record or our last clinical contact with you, in line with standard practice for adult health records.
• Enquiries that do not go ahead: deleted within 12 months of the enquiry.
• Financial records: kept for as long as HMRC requires.
• Email updates you have chosen to receive: until you unsubscribe or ask us to remove you (we keep a minimal record of unsubscribes so we do not contact you again by mistake).
• Business contacts (professionals and care providers): kept while relevant and reviewed annually.

After these periods, information is securely deleted.

How we keep your information secure

• Living Enabled uses separate, dedicated business systems - your information is never mixed with any NHS system.
• Accounts are protected with two-factor authentication.
• Access is limited to the small team who run Living Enabled. Full clinical records are accessed only by the treating occupational therapist; operational support (such as scheduling and payments) involves only the contact and booking details needed for those tasks.

Your rights

You have the right to:

• Ask for a copy of the information we hold about you
• Ask us to correct anything that is inaccurate
• Ask us to delete your information. For clinical records, professional record-keeping obligations may mean we have to keep them for the retention period above - if so, we will explain this to you
• Ask us to limit how we use your information
• Object to particular uses of your information
• Ask for your information in a portable format
• Withdraw consent at any time, where consent is the basis we rely on

Some of these rights apply only in certain circumstances and depend on the lawful basis we are relying on; we will explain if that affects your request. To use any of these rights, email hello@livingenabled.co.uk. We will normally respond within one month, and will tell you if we need longer.

If you are unhappy with how we have handled your information, you can make a data protection complaint to us directly - by email or phone - and we will handle it under our Complaints Policy. We acknowledge complaints within 3 working days and aim to give a full written response within 20 working days. You also have the right to complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

Professional and business contacts

We keep the business contact details of care providers, professionals and organisations we work with or contact about our services - typically a name, role and work contact details. We use these under our legitimate interests to introduce and run our services, and we stop contacting anyone who asks us to.

Children

Living Enabled is a service for adults aged 18 and over and does not provide services to children.

We may, however, process limited information about a child where it is relevant to a household's circumstances, a safeguarding concern, or a legal obligation.

Cookies

Our website uses only the cookies and similar technologies needed for it to function, including any set by embedded features such as our booking and payment tools. We do not use advertising cookies. If we add anything that requires your consent, we will ask for it before it runs.

Changes to this notice

If we make significant changes to this notice, we will update this page and change the version and date below.