Privacy Policy
Your privacy is very important to us. Accordingly, we have developed this policy in order for you to understand how we collect, use, communicate and make use of personal information. The following outlines our privacy policy.
When accessing this website, Soma Healthcare will learn certain information about you during your visit.
Similar to other commercial websites, our website utilizes a standard technology called "cookies" (see explanation below) and server logs to collect information about how our site is used. Information gathered through cookies and server logs may include the date and time of visits, the pages viewed, time spent at our site, and the websites visited just before and just after our own, as well as your IP address.
Soma Healthcare Ltd
Office: 7 Tarves Way
London, SE10 9JPP, UK
CEO: Jayson Walker
Executive Chair: Oluwayemisi Gibbons
Reg. No. 2754194
Emp: Agency No SE23218
UKHCA No: M1075
The email address to contact is: info (at) somahealthcare.co.uk or use our contact form.
To manage the cookies and similar technologies used (tracking pixels, web beacons, etc.) and related consents, we use the consent tool "Real Cookie Banner". Details on how "Real Cookie Banner" works can be found at https://devowl.io/rcb/data-processing.
The legal basis for the processing of personal data in this context are Art. 6 (1) lit. c GDPR and Art. 6 (1) lit. f GDPR. Our legitimate interest is the management of the cookies and similar technologies used and the related consents.
The provision of personal data is neither contractually required nor necessary for the conclusion of a contract. You are not obliged to provide the personal data. If you do not provide the personal data, we will not be able to manage your consents.
View the consents accepted and change or revoke consent:
We are committed to protecting your privacy and complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
What Information We Collect
When You Visit Our Website
- IP addresses - Automatically collected for security and analytics
- Cookies - Small files stored on your device (see Cookie Policy below)
- Website usage data - Pages visited, time spent, browser type
Legal Basis: Legitimate interests (improving our website and security)
When You Contact Us by Email
- Your email address and message content
- Any personal information you choose to include
Legal Basis: Consent (by contacting us) and legitimate interests (responding to enquiries)
When You Call Us
- Your name and phone number
- Voice recordings of the conversation
- Information about your care needs (if discussed)
- Date, time, and duration of call
Legal Basis: Legitimate interests (providing care services and meeting regulatory requirements) and legal obligation (CQC compliance)
When You Use Our Care Services
- Personal details (name, date of birth, address, next of kin)
- Health and care information (care plans, medications, medical conditions)
- Emergency contact information
- Records of care visits and services provided
Legal Basis:
- Contractual necessity (to provide care services)
- Legal obligation (CQC, NHS, and social care regulations)
- Vital interests (in emergencies)
- Special category data (health information) processed under:
- Explicit consent
- Health and social care purposes (Article 9(2)(h) GDPR)
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Call Recording
Soma Healthcare uses PriorityLine.ai's AI voice assistant ("Robin") to answer calls 24/7.
What This Means for You:
- Your calls may be answered by an AI assistant
- All calls are recorded for quality, safety, and regulatory compliance
- Emergency calls are immediately escalated to our care team
- Call recordings are stored securely in the UK and may be processed by PriorityLine's technology partners in the UK, EU, and US (see International Transfers below)
Your Information:
We collect your name, phone number, care needs (if discussed), and call recordings.
Why We Record:
- To ensure accurate information reaches care staff
- To meet CQC regulatory requirements
- To investigate complaints
- To improve service quality
- To train staff
Call recordings are kept for 7 years in line with CQC requirements.
Phone Greeting:
When you call, you'll hear:
"Thank you for contacting Soma Healthcare. This call is being recorded for training and monitoring purposes. How can I help you today?"
By continuing the call after this greeting, you consent to the recording.
For more about PriorityLine's technology: https://priorityline.ai
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How We Use Your Information
We use your personal information to:
1. Provide care services - Delivering your care plan, coordinating visits
2. Communicate with you - Responding to enquiries, appointment reminders
3. Meet legal obligations - CQC inspections, safeguarding duties, NHS reporting
4. Improve our services - Quality monitoring, staff training, service development
5. Manage our business - Billing, complaints handling, record keeping
We will NOT:
- Sell your information to third parties
- Use it for marketing without your explicit consent
- Share it except as described in this policy
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Who We Share Your Information With
We may share your information with:
Essential Care Partners:
- NHS and local authority commissioners
- GPs and other healthcare professionals involved in your care
- Pharmacies (for medication management)
- Equipment suppliers
- Emergency services (in urgent situations)
Technology Service Providers:
- PriorityLine.ai - AI call handling (see their privacy policy: priorityline.ai/privacy)
- Cloud storage providers - Secure data hosting
- IT support services - System maintenance
Regulatory and Legal:
- Care Quality Commission (CQC) - Inspections and investigations
- Local Authority safeguarding teams - If we have concerns about your safety
- Police or courts - If legally required
- Professional indemnity insurers - If there's a claim
With Your Consent:
- Family members or representatives you've authorised
- Other care providers you've asked us to coordinate with
All third parties are required to keep your information secure and use it only for the purposes we specify.
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International Transfers
Call recordings processed by our service provider PriorityLine may involve transfers to:
- United States
- Some technology partners are US-based
- Protected by: EU-US Data Privacy Framework and Standard Contractual Clauses
All transfers are protected by appropriate safeguards as required by UK GDPR.
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How Long We Keep Your Information
| Information Type | Retention Period | Reason |
|------------------|------------------|--------|
| Call recordings | 7 years from call date | CQC requirement |
| Care records | 7 years after last service | CQC and NHS requirements |
| Financial records | 6 years | HMRC requirement |
| Emails and correspondence | 2 years | Business purposes |
| Website cookies | Up to 12 months | Technical necessity |
| Marketing consent | Until withdrawn | Legal requirement |
After these periods, information is securely deleted or anonymized.
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Your Rights
Under UK GDPR, you have the following rights:
1. Right to Access (Subject Access Request)
Request a copy of all personal information we hold about you.
2. Right to Rectification
Ask us to correct inaccurate or incomplete information.
3. Right to Erasure ("Right to be Forgotten")
Request deletion of your information (subject to legal retention requirements).
4. Right to Restriction
Ask us to stop using your information while we investigate a concern.
5. Right to Data Portability
Receive your information in a portable format to transfer to another provider.
6. Right to Object
Object to processing based on legitimate interests (e.g., marketing).
7. Rights Related to Automated Decision-Making
We use AI (Robin) for call triage, but all care decisions are made by qualified staff.
Please note: Some rights are limited by legal obligations (e.g., we cannot delete care records required by CQC).
How to Exercise Your Rights:
Email: info@somahealthcare.co.uk
Contact details: https://somahealth.care/contact
We will respond within 30 days (may extend to 60 days for complex requests).
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Cookies
What Are Cookies?
Small text files stored on your device when you visit our website.
Cookies We Use:
Essential Cookies (always active):
- Session management
- Security features
- Form functionality
Analytics Cookies (with your consent):
- Google Analytics - Understanding how visitors use our site
- Can be disabled in your browser settings
To manage cookies: Use your browser settings or visit www.aboutcookies.org
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Email Policies
What We Do:
- Use your email only for the purposes you provided it
- Keep your email address confidential
- Comply with UK Privacy and Electronic Communications Regulations (PECR)
- Include unsubscribe options in all marketing emails
What We DON'T Do:
- Sell or rent email lists
- Send unsolicited marketing (unless you've consented)
- Share your email with third parties (except as listed above)
To Unsubscribe:
Click the "unsubscribe" link at the bottom of any marketing email.
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Security
We protect your information through:
- Encryption - Data encrypted in transit and at rest
- Access controls - Only authorized staff can access care records
- Staff training - All staff trained in data protection
- Secure systems - Regular security updates and monitoring
- Third-party audits - Regular security assessments
Email is not a secure communication method. Please do not send highly sensitive information by email. Call us instead.
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Changes to This Policy
We may update this policy from time to time.
If we make significant changes:
- We'll update the "Last Updated" date
- We'll notify you by email or on our website
- Continued use of our services means you accept the changes
Previous versions available on request.
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Complaints
If you're unhappy with how we've handled your information:
1. Contact us first:
Email: info@somahealthcare.co.uk
Contact details: https://somahealth.care/contact
2. If still unsatisfied, contact the ICO:
Information Commissioner's Office (ICO)
Website: www.ico.org.uk
Phone: 0303 123 1113
Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
You have the right to complain to the ICO at any time.
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External Links
Our website may contain links to other websites. We are not responsible for the privacy practices of external sites. Please read their privacy policies before providing personal information.
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Children's Privacy
Our services are not directed at children under 18. If you're under 18 and need care services, your parent or guardian must provide consent.
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Contact Us
For any questions about this privacy policy or your personal information:
Soma Healthcare Ltd
Email: info@somahealthcare.co.uk
Contact details: https://somahealth.care/contact
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*This privacy policy applies to Soma Healthcare Ltd's care services and website. For information about data processed by PriorityLine's call handling technology, see: https://priorityline.ai