Privacy Policy
Last Updated: 21 January 2026
Company: Complete Care Needs Ltd
Registered Manager Contact: 38 Shipley Road, Nottingham, NG8 6JE
1. Introduction
Complete Care Needs Ltd is committed to protecting the privacy, dignity, and confidentiality of all Service Users, staff, and stakeholders. Privacy is a fundamental human right, and we recognise our responsibility to ensure that personal information is handled respectfully and lawfully at all times.
As a regulated home care provider, we are required to be in possession of certain personal and sensitive information in order to deliver safe, effective, and person-centred care. All personal data is managed in accordance with UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
This Privacy Policy explains how we protect personal information and uphold privacy in day-to-day care delivery.
2. Purpose and Scope
The purpose of this policy is to support the human rights of Service Users and ensure that Complete Care Needs Ltd complies with all relevant legislation and regulation relating to privacy.
This policy applies to:
- All staff
- Service Users
- Families and representatives
- External health professionals
- Local authorities and NHS services
It covers the day-to-day considerations of maintaining privacy while supporting Service Users and should be read alongside related data protection and information-sharing policies.
3. Relevant Legislation
This policy is underpinned by the following legislation and guidance:
- Care Act 2014
- Equality Act 2010
- Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
- Human Rights Act 1998
- Mental Capacity Act 2005
- Data Protection Act 2018
- UK General Data Protection Regulation (UK GDPR)
4. Policy Statement
Complete Care Needs Ltd recognises the right of Service Users to be left alone, undisturbed, and free from intrusion or unnecessary public attention. Service Users also have the right to privacy in relation to their personal affairs, personal data, and belongings.
All staff are required to uphold the human rights of individuals and work in line with professional codes of conduct, Information Commissioner’s Office (ICO) guidance, UK GDPR, and internal data protection policies.
Any intentional breach of privacy will be treated seriously, fully investigated, and appropriate action taken. Relevant bodies will be informed where required, and learning will be used to reduce the risk of reoccurrence.
5. Care Planning and Consent
At the start of a service, privacy needs are discussed during the pre-service assessment. This ensures that Complete Care Needs Ltd can meet the individual’s needs effectively and respectfully.
The assessment includes:
- What information may be shared
- With whom information may be shared
- The Service User’s formal consent to share information
Where capacity is in question, the principles of the Mental Capacity Act and best-interest guidance are followed. The Service User’s preferences regarding privacy are recorded and communicated to relevant staff.
Where possible, assessments are completed in a private environment to allow open and comfortable discussion, particularly when assessments take place in hospitals or respite settings.
6. Service User Rights
Service User choices relating to privacy are respected at all times. All information relating to Service Users is treated confidentially.
Service Users have the right to:
- Privacy regarding their personal data
- Privacy in relation to personal affairs and belongings
- Dignity, choice, and control over how care is delivered
7. Staff Expectations and Professionalism
Staff are expected to follow professional codes of conduct and operational policies when considering privacy.
This includes:
- Discussing Service Users only within the work environment and only for care-related purposes
- Never discussing Service Users or their care outside of work
- Maintaining professional and respectful communication at all times
8. Records Management and Information Sharing
Records are designed, stored, and used in a way that assures privacy and confidentiality.
Access to records is limited and information is only shared:
- In line with the Service User’s wishes
- Where legal requirements are met
- With appropriate health professionals, in accordance with UK GDPR and data protection policies
Staff can refer to the Record Keeping Policy and Procedure for further guidance.
9. Personal Care and Privacy
Particular attention is given to preserving privacy during personal care, including use of bathrooms, toilets, and moving and handling.
Staff will:
- Ensure doors, curtains, or blinds are closed during personal care (with consent)
- Knock and wait before entering rooms
- Keep personal and sensitive items out of view
- Respect privacy within the Service User’s home at all times
Health, safety, and risk management are always considered alongside privacy.
10. Photography, Filming, and CCTV
Any use of photography, filming, or CCTV is managed carefully and in line with internal policies and relevant Care Quality Commission (CQC) guidance.
11. Breaches of Privacy
Any breach of Service User privacy is considered a serious incident. All breaches are fully investigated in line with UK GDPR and data protection procedures. Actions are taken to reduce the risk of recurrence, and learning is recorded.
12. Capacity and Privacy
The right to privacy applies equally to individuals who may lack capacity.
Where capacity is an issue, decisions are made in line with the Mental Capacity Act, taking into account:
- Best-interest guidance
- Known wishes and preferences
- Communication methods and behaviours
13. Equality and Respect
An equality analysis has been undertaken in relation to this policy to ensure that privacy is upheld without discrimination and that equality of opportunity and respectful treatment are promoted for all individuals.