Privacy Policy

1. Overview & Scope

This Privacy Policy describes how ELDERPA LTD ("elderPA", "we", "us", or "our") collects, uses, shares, and protects your personal information when you use our platform, including elderpa.co.uk, our apps, dashboards, portals, and services.

elderPA acts as an introductory care coordinator, helping elderly individuals, family members, and guardians connect with CQC-approved independent Care Service Providers. Due to the nature of care coordination, we process highly sensitive categories of personal data to deliver our introductory matching features.

2. Information We Collect

We collect several types of information from and about users of our Platform, including:

• Account Data: Names, contact numbers, email addresses, and passwords when you register as a Client or Guardian.
• Service User / Care Needs Data: Information about the individual requiring care, including location, specific care type (e.g. Home Care, Care Home, Support Services), visit schedules, and preferences.
• Special Category Health Data: Sensitive health details including mobility challenges, dementia or cognitive requirements, medication details, safeguarding concerns, or other vulnerability details necessary to evaluate care needs.
• Guardian Details: Information indicating the basis on which a Guardian acts or coordinates care on behalf of a Service User.
• Communications & PA Assistance: Records of your interactions with our Personal Assistant (PA) teams, chat helpers, or inquiries sent to support.

3. How We Use Your Information

We utilize your personal information for the following core purposes:

• To match your care requests with appropriate CQC-approved Care Service Providers in your location.
• To facilitate communications, package comparisons, and introductory offers between you and Service Providers.
• To provide personal assistant coordination, support, and administrative assistance.
• To manage accounts, secure the platform, and protect against misuse or fraudulent behavior.
• To review platform feedback and coordinate complaints or queries.

4. Sharing Information with Service Providers

To provide our matching services, when a Client or Guardian submits a care Request or progresses an Offer, elderPA will share relevant details (including the Service User's location postcode, specific care needs, and health preferences) with the selected CQC-approved Service Providers.

Sharing this information is necessary for Service Providers to evaluate suitability, provide accurate pricing quotes, schedule pre-admission assessments, and contact the client.

Note: Once personal details are passed directly to a Service Provider, or if you interact with a Service Provider outside the Platform, they act as independent data controllers. They are governed by their own privacy policies.

5. Safeguarding & Protection

elderPA takes safeguarding seriously. In scenarios where we become aware of information indicating neglect, abuse, unsafe care, or serious risk to a vulnerable individual, we reserve the right to share relevant personal information with emergency services, the Care Quality Commission, local authority safeguarding teams, or nominated family contacts to ensure protection and safety.

6. Data Security & Retention

We use advanced industry-standard technical and organisational measures (including encryption in transit and at rest, access controls, and secure hosting environments) to safeguard all personal and sensitive health data.

We retain personal information only as long as is necessary to support your account, deliver matching services, comply with regulatory requirements, or fulfill audit requirements.

7. Your Rights & Choices

Under the UK General Data Protection Regulation (UK GDPR), you have specific rights regarding your personal information:

• Access: You can request a copy of the personal information we hold about you.
• Rectification: You can correct incomplete or inaccurate personal data.
• Erasure: You can request that we delete your account and personal information, subject to statutory retention limits.
• Restriction: You can request that we limit the processing of your care details in certain scenarios.
• Data Portability: You can request your data in a structured, electronic format.

8. Cookies and Tracking

We use cookies to facilitate secure login sessions, understand site performance, and remember preferences. Please read our full Cookie Policy for details on managing preferences and choices.