Privacy Policy
Last updated: August 2026
About this Privacy Notice
ReCentre takes the privacy and confidentiality of the people who use our services, visit our website or contact us seriously.
ReCentre is part of Chapel House Care Ltd. For the purposes of data protection legislation, Chapel House Care Ltd is responsible for ensuring that personal information collected and processed by ReCentre is handled appropriately, securely and lawfully.
This Privacy Notice explains what information we may collect about you, why we collect it, how we use and protect it, who we may share it with and your rights in relation to your personal information.
We process personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
What Personal Information Do We Collect?
The information we collect will depend upon your relationship with ReCentre and the services you use.
Information we may collect includes:
- Your name, address and contact details.
- Your email address and telephone number.
- Your date of birth where this is relevant to the services we provide.
- Details of your next of kin, family members, carers or other appropriate contacts.
- Information submitted through the ReCentre website or contact form.
- Details of enquiries you make about our services.
- Appointment and attendance information.
- Relevant health and wellbeing information.
- Information about memory, cognitive health or support needs where this is relevant to the services we provide.
- Details and records of assessments, treatment, therapy, care or support where applicable.
- Information about medication or allergies where relevant.
- Information provided by health and social care professionals involved in your care or support.
- Referral information.
- Relevant information provided by relatives, carers or others supporting you.
- Any other information necessary for us to provide appropriate services and support.
Where necessary, we may also process information that is considered special category personal data under UK GDPR. This can include information concerning your physical or mental health, ethnicity, religion or beliefs and other sensitive information where it is relevant and lawful for us to process it.
We will only collect information that is necessary and appropriate for the purposes for which it is required.
Information Submitted Through Our Website
When you contact ReCentre through recentre.care, we may collect information including:
- Your name.
- Your email address.
- Your telephone number.
- The service or area you are interested in.
- The contents of your message.
We use this information to respond to your enquiry and provide information about ReCentre and our services.
Making a general enquiry through our website does not automatically create a healthcare record and does not automatically add you to a marketing mailing list.
Because of the nature of ReCentre’s services, people may sometimes choose to include information about their health, memory or personal circumstances when making an enquiry.
Please only provide information that is reasonably necessary for us to respond to your enquiry. Where more detailed or sensitive information is required, we may arrange an appropriate method of obtaining it from you.
Information About Other People
You may contact ReCentre on behalf of a relative, friend or another person.
Where you provide personal information about another individual, you should only provide information that is appropriate and that you are entitled to share with us.
Where appropriate, we will explain to that individual how their personal information is being used.
How We Manage and Protect Information About You
ReCentre and Chapel House Care Ltd collect information to enable us to provide appropriate services, care and support.
Our aim is to maintain full and accurate records where required and to keep personal information confidential and secure.
Information may be recorded electronically, in writing, or through a combination of both.
Our staff may check your details with you to ensure our records remain accurate. It is therefore important that you notify us of relevant changes to your personal information, such as your address, telephone number or next of kin.
Who Is Responsible for Your Information?
ReCentre is part of Chapel House Care Ltd.
Chapel House Care Ltd determines the purposes for which and the manner in which personal information is processed in connection with its services, including ReCentre.
Where we work collaboratively with partner organisations, appropriate arrangements and, where necessary, data sharing agreements are put in place to ensure personal information is managed appropriately.
Information relating to an individual’s health, assessments, care or support is treated as confidential.
Where appropriate, we will seek consent before making external referrals to other health or social care organisations.
There may, however, be circumstances where information can or must be shared without consent, including where there is a safeguarding concern or another legal requirement to disclose information.
On What Basis Do We Process Your Information?
We must have a lawful basis for processing personal information.
Depending upon the circumstances and the service being provided, we may process information because:
- You have given us your consent.
- It is necessary to provide a service you have requested.
- It is necessary for us to comply with a legal obligation.
- It is necessary for the provision or management of health or social care services.
- It is necessary for reasons of substantial public interest.
- It is necessary to protect someone’s vital interests.
- It is necessary for our legitimate interests, provided those interests do not override your rights and freedoms.
Where we process special category information, such as health information, we will also ensure that an appropriate condition under UK GDPR and the Data Protection Act 2018 applies.
There may be circumstances where you have the right to object to our use of your information. However, in some situations, not allowing us to process information may affect our ability to provide particular services or support.
We may also have a legitimate business interest in providing information to professional advisers, such as solicitors, insurers or other appropriate professionals, where necessary.
We may be required to provide information to regulators, public authorities or other organisations where we have a legal or regulatory obligation to do so.
How Do We Use Your Information?
We may use personal information to:
- Respond to enquiries about ReCentre.
- Provide information about our services.
- Assess an individual’s needs.
- Provide appropriate services, support, activities, therapy or care.
- Arrange and manage appointments.
- Communicate with you about the services you receive.
- Send appropriate appointment reminders.
- Ensure relevant professionals have accurate and up-to-date information where necessary.
- Make appropriate referrals to other professionals or services.
- Assess the type and quality of services provided.
- Review and improve our services.
- Investigate concerns, incidents or complaints.
- Meet contractual obligations with partner organisations.
- Audit our accounts and services.
- Prepare statistics and performance information.
- Plan future services.
- Meet legal, regulatory and safeguarding obligations.
- Prevent or detect fraud or serious crime where appropriate.
- Establish, exercise or defend legal claims.
- Contact people about appropriate service-user feedback, satisfaction surveys or service development activities.
Where possible and appropriate, statistical or performance information will be anonymised so that individuals cannot be identified.
Sharing Your Information
We will always seek to keep personal information confidential and will only share it when there is an appropriate reason to do so.
Depending upon the services you receive, it may be necessary to share relevant information with:
- Health professionals.
- Social care professionals.
- GPs and other healthcare providers.
- Local authorities.
- Organisations involved in providing or coordinating your care or support.
- Partner organisations.
- Professional advisers.
- Regulators.
- Public authorities.
- IT, website, email and other service providers processing information on our behalf.
Where we share personal information, we will only share information that is necessary and proportionate for the purpose.
Anyone receiving confidential information from us is expected to handle that information appropriately and in accordance with applicable data protection and confidentiality requirements.
When We May Share Information Without Consent
There are circumstances where we may be legally permitted or required to share information without obtaining consent.
These can include:
- Reporting certain infectious diseases.
- Preventing, detecting or prosecuting serious crime.
- Where disclosure is required by law.
- Where a court orders us to disclose information.
- Where a regulator lawfully requires information.
- Where there is a safeguarding concern.
- Where there is a serious concern that you, another person or a child may be at risk of harm.
- Where sharing information is necessary to protect someone’s vital interests.
Any decision to share confidential information in these circumstances will be considered carefully.
Safeguarding
The safety and wellbeing of the people using our services is extremely important.
If information gives us reason to believe that a child or adult may be at risk of abuse, neglect or serious harm, we may need to share relevant information with appropriate safeguarding professionals or authorities.
Where this happens, we will only share information that is necessary and appropriate in the circumstances.
Cookies
Our website may use cookies and similar technologies.
Some cookies are necessary for the website to operate correctly. Other cookies may be used for functions such as analytics or embedded third-party content.
Where required by law, non-essential cookies will not be used without your consent.
Further information about the cookies used on our website can be found in our Cookie Policy.
Embedded Content and Third-Party Services
Pages on our website may contain content or services provided by other organisations, such as maps, videos or other embedded content.
Embedded content may behave in the same way as if you had visited the third-party website directly.
Those organisations may collect information, use cookies or monitor interaction with their services in accordance with their own privacy policies.
International Transfers
Some organisations providing technology, website, email, cloud or other services may process information outside the United Kingdom.
Where personal information is transferred internationally, we will ensure that the transfer is permitted under applicable data protection legislation and that appropriate safeguards are in place where required.
How Long Do We Keep Your Information?
We will only retain personal information for as long as it is necessary for the purpose for which it was collected and to meet any applicable legal, regulatory, contractual, safeguarding or record-keeping requirements.
Different categories of information may need to be retained for different periods.
When personal information is no longer required, it will be securely deleted, destroyed or anonymised in accordance with our records management procedures.
Your Rights
Data protection legislation provides you with a number of rights in relation to your personal information.
Depending upon the circumstances, these include the right to:
- Request access to the personal information we hold about you.
- Ask us to correct inaccurate or incomplete information.
- Request the deletion of personal information in certain circumstances.
- Request that processing of your information is restricted in certain circumstances.
- Object to certain types of processing.
- Request the transfer of your information in certain circumstances.
- Withdraw your consent where we are relying upon consent to process your information.
These rights are not absolute and some rights may not apply where information must be retained or processed for health or social care, safeguarding, legal or regulatory purposes.
If we need to use your personal information for a materially different purpose from those described in this Privacy Notice, we will consider whether further information or consent is required.
How You Can Access Your Information
You have the right to ask for access to personal information we hold about you. This is known as a Subject Access Request (SAR).
There is normally no charge for making a Subject Access Request.
We may need to ask you for proof of identity before personal information can be disclosed.
If information is provided to you, we will take reasonable steps to provide it in an accessible format and explain abbreviations or terminology where necessary.
Requests should be emailed to:
Please include the words “Subject Access Request” in the subject line.
In certain circumstances, the right to access information may be restricted. For example, information may concern another individual who has not consented to its disclosure or there may be another lawful reason why information cannot be disclosed.
What If My Information Is Incorrect?
If you believe information we hold about you is inaccurate or incomplete, please contact us.
We will investigate and, where appropriate, correct inaccurate information without undue delay.
You may also have the right to request deletion of information in certain circumstances. However, this right may not apply to information that we are required to retain, including certain information processed in connection with health or social care services, safeguarding or legal obligations.
How We Keep Your Information Safe
We are committed to keeping personal information secure and have policies, procedures and technical measures in place to protect information held electronically and in hard copy.
Measures include:
Staff Training
Staff are trained to understand their duty of confidentiality and responsibilities for protecting personal information.
Staff receive appropriate training in data security and confidentiality.
Access Controls
Access to systems containing confidential information is restricted to authorised individuals.
Access is based upon an individual’s role and appropriate authentication controls are used.
Audit Trails
Where appropriate, electronic systems maintain records of access to and changes made to confidential records.
Investigation
If there is a concern that personal information has been accessed or used inappropriately, we will investigate.
Where necessary, appropriate action will be taken and affected individuals and the relevant regulator will be notified where required by law.
Records Management
Records containing confidential information are stored securely and managed in accordance with appropriate records-management procedures.
Legal and Professional Requirements
Personal information is protected by legislation and professional requirements including the UK GDPR, Data Protection Act 2018, Human Rights Act 1998 and the common law duty of confidentiality where applicable.
Staff are expected to protect confidential information and only access or share information where it is necessary and appropriate to do so.
Data Protection Officer
Chapel House Care Ltd has arrangements in place to oversee compliance with data protection requirements.
The Data Protection Officer can be contacted at:
Mrs Cathrina Moore
Chapel House Care Ltd
The Chapel House
Chapel House Lane
Puddington
Cheshire
CH64 5SW
Email: admin@chapelhouse.care
Complaints and the Information Commissioner’s Office
If you have a concern about how ReCentre or Chapel House Care Ltd has handled your personal information, please contact us first so that we have an opportunity to investigate and respond.
You also have the right to raise a concern with the UK’s independent data protection regulator:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: ico.org.uk
Contact Us
If you have any questions about this Privacy Notice or how your information is handled, please contact:
ReCentre / Chapel House Care Ltd
The Chapel House
Chapel House Lane
Puddington
Cheshire
CH64 5SW
Email: admin@chapelhouse.care