Privacy Policy

We are Premier Nursing Agency Ltd trading as Premier Community, registered number: 03220279, registered address: Premier Care Lancaster House, Concorde Way, Mansfield, Nottinghamshire, England, NG19 7DW.

As a ‘data controller’, we are responsible for how we process your information in the UK. The UK General Data Protection Regulation (UK GDPR) sits alongside an amended version of the Data Protection Act (DPA) 2018 and applies to most UK businesses and organisations. We must comply with this data protection regime with regards to the data protection principles, our obligations and your rights as a UK resident.

All our data processing activities are monitored by our appointed Data Protection Officer to ensure that the information we collect is:

Used lawfully, fairly and in a transparent way.
Relevant and for reasons that we have told you about.
Accurate and up to date.
Kept only for as long as it is needed.
Kept securely.

Information collected by us

We define personal information collected by us as information about you or that make you identifiable to others. This falls into two categories:

Personal Data such as your name, address, email address, contact information, financial information, health and lifestyle details (including opinions and intentions) relevant to the services we are providing.
Special Category Data such as information relating to your health, medical history, treatments both current and to be prescribed.
We may also collect other special category data such as religious information, sexual orientation and gender identity. This information contributes towards our person-centred approach to care which is focused on your needs, values and preferences.

We collect this information:

When you make enquiries about our care and support services through our website, telephone, email, post, face to face or social media.
Through audio recordings of telephone calls to and from our office and branch teams.
By written correspondence by email or post.
Face to face care assessments.

Information collected from our website

We collect device identifiers such as internet protocol (IP) addresses and information about the web pages visited, the type of device and software. This is used for statistical and analytical purposes to improve your customer journey and experience. See our full Cookie policy.

We also collect personal information when you submit a web-based form or use the ‘Live Chat’ window to have text-based conversations with our customer support team. These are retained only for as long as it is necessary.

Our website may also provide links to other websites which have their own privacy policies. We do not accept any responsibility or liability should you access or use these links.

Information collected from other sources

We obtain additional information about you from third parties such as social and healthcare professionals and public bodies.

A ‘public body’ being any organisation in the United Kingdom which delivers, commissions or reviews a public service and includes (but is not limited to) the Ombudsman, local authorities, councils, unitary authorities, clinical commissioning groups, health and social care trusts, the National Health Service as well as their arm’s length bodies and regulators.

A ‘social or health care professional’ is any person who provides direct services, acts as consultant or is involved in the commission of your healthcare or social care services, including (but not limited to), your general practitioner (GP), dental staff, pharmacists, nurses and health visitors, clinical psychologists, dieticians, physiotherapists, occupational therapists, hospital staff, social workers and other care and support related professionals.

We may also collect and use personal data and other information about other people that contribute to or affect your care and support needs such as next of kin, power of attorney or emergency contact.

Purpose for collecting and using your personal information

We process your information in different ways under the following legal basis:

Where processing is conducted with your consent for specified purposes.
Where processing is necessary for the performance of a contract we have with you.
Where processing is necessary for us to demonstrate compliance with the law and regulatory frameworks.
When processing in pursuit of legitimate interests for:
Direct marketing communications to customers and potential prospects.
Responding to enquiries and other communications with customers.
Corporate due diligence, engagement, service development and innovation.
Call recording to evidence business transactions, resolve disputes and monitor service quality and staff.
When processing special category (sensitive) data concerning health and biometrics, as is necessary for the provision of social care or the management of social care systems and services on the basis of complying with UK legislation or pursuant to contract with a health professional and subject to the conditions and safeguards.

How we store your information and who we share it with

We use trusted third-party service providers to help us deliver our services, and we require each of them to enter into a data processing agreement that sets out how they must protect your personal data.

For general customer service enquiries and contact management, we use a customer relationship management (CRM) system provided by HubSpot. Only basic contact and enquiry information (such as your name, email address, and phone number) is held in this system — it is never used to store health records, care plans, or other special category data.

Your care records, care plans, and related health information are held in a dedicated care management system provided by Access PLC (The Access Group), with additional safeguards applied given the sensitivity of this information, in accordance with UK health and social care legislation.

Telephone enquiries, including call recording for training and quality monitoring purposes, are handled through RingCentral.

Where any of our service providers store or process personal data outside the UK, we ensure appropriate safeguards are in place, such as the UK’s International Data Transfer Addendum or the Standard Contractual Clauses, before any such transfer takes place.

We retain personal data only for as long as necessary for the purposes it was collected, in accordance with our internal retention schedule, after which it is securely and permanently deleted. Further detail on specific retention periods is available on request from our Data Protection Officer.

We do not use your personal information to make any decision about you based solely on automated processing (including profiling) that produces legal effects concerning you or similarly significantly affects you.

Your rights

Under UK GDPR, you have the following rights in relation to your personal information. To exercise any of these rights, please contact our Data Protection Officer using the details below.

The right to be informed about how we collect and use your personal information (as set out in this policy).
The right of access to the personal information we hold about you.
The right to have inaccurate personal information corrected, or incomplete information completed.
The right to request erasure of your personal information in certain circumstances.
The right to request that we restrict the processing of your personal information in certain circumstances.
The right to object to processing based on legitimate interests or for direct marketing purposes.
The right to receive a copy of the personal information you have provided to us in a structured, commonly used, machine-readable format, and to have this transferred to another organisation, where technically feasible.
The right to withdraw consent at any time, where we are relying on consent to process your personal information.

These rights are not absolute and may be subject to certain exemptions, particularly given the health and social care context in which we operate. We will explain the position clearly if an exemption applies to your request.

How to contact us

If you have any questions about this policy, or wish to exercise any of the rights set out above, please contact our Data Protection Officer by phone on 01623 810 100, or by post at the address at the top of this policy.

Last reviewed: Friday 21/08/2026