Privacy Policy

People First Independent Advocacy Ltd (incorporating Healthwatch Lancashire and Healthwatch Cumbria) Privacy Notice

This notice sets out the data processing practices carried out by People First Independent Advocacy Ltd which is the contractor for Healthwatch Lancashire and Healthwatch Cumbria as well as services to customers and clients mainly, but not exclusively, in Cumbria.
If you have any requests concerning your personal information or any queries with regard to these practices, please contact People First by emailing or by calling 0300 303 8037.

Who we are
People First Independent Advocacy Ltd with its registered office at Best Life Building, 4-8 Oxford Street, Workington, Cumbria CA14 2AH, is the Data Controller registered with the Information Commissioner’s Office. Its main activities comprise:

– Independent advocacy services
– providing information and advice to the general public about local health and social care services
– making the views and experiences of members of the general public known to health and social care providers
– enabling and empowering local people (including those with learning and other disabilities) to have a voice in the development, delivery and equality of access to local health and care facilities and services
– providing training and the development of skills for volunteers and the wider community in understanding , scrutinising reviewing and monitoring local health and social care services
– conducting investigation and research into relevant health and social care issues
– providing conference facilities and related training programmes in support of social inclusion
– participation by members of the company in meetings and other organised events

Healthwatch Lancashire is the independent consumer champion for health and social care in Lancashire. Healthwatch Cumbria has the same role in Cumbria. Both are part of Healthwatch England, a statutory committee of the Care Quality Commission. References to “we” or “us” below are to processing undertaken by all the above services provided through People First Independent Advocacy.

This privacy notice covers all processing of personal information undertaken by all the above including the websites. This statement does not cover links within the websites to other websites.

Information we collect
We collect personal information from customers, clients, minors and referrers to enable us to provide the services described above. We may also receive information disclosed by partner organisations where permission has been given. This may include sensitive information in respect of health conditions and other personal circumstances where relevant, including mental capacity.

We collect personal information related to our role as an employer of staff and volunteers. We collect personal information from customers, clients and referrers on contact, as well as visitors to websites through the use of online forms and every time you email us your details. When you simply browse through the information on the websites, it does not store or capture your personal information.

We do log your IP address (as it is automatically recognised by the web server) but this is so you can download this website onto your device rather than for any tracking purpose. We will only collect personal information volunteered by you through the web sites , such as:
• feedback from surveys and online forms
• email addresses
• preferred means of communication

We will always ensure that collection and processing of personal information in all the circumstances described above is done with your permission.

Please be aware that some systems on our websites require the use of cookies, but we will always state if this is the case.

We will always take necessary steps to ensure that your information is protected and treated securely. Any details you give us will be held in accordance with the Data Protection Act 2018 and our data protection confidentiality and IT security policies and procedures.

Our Use of Third Party Software
We use google analytics, a web analytics service provided by Google, Inc. Google Analytics sets a cookie in order to evaluate your use of our website and compile reports for us on activity on it.

Google stores the information collected by the cookie on servers in the United States. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google’s behalf. Google will not associate your IP address with any other data held by Google.

By using the website, you consent to the processing of data about you by Google in the manner and for the purposes set out above.

The Healthwatch Lancashire website uses the Google AdWords remarketing service to advertise on third party websites (including Google) to previous visitors to our site. It could mean that we advertise to previous visitors who haven’t completed a task on our site, for example using the contact form to make an enquiry. This could be in the form of an advertisement on the Google search results page, or a site in the Google Display Network. Third-party vendors, including Google, use cookies to serve ads based on someone’s past visits to the Healthwatch Lancashire website. Of course, any data collected will be used in accordance with our own privacy policy and Google’s privacy policy.

You can set preferences for how Google advertises to you using the Google Ad Preferences page, and if you want to you can opt out of interest-based advertising entirely by cookie settings or permanently using a browser plugin.
We will retain personal data on our secure systems for no longer than necessary and in accordance with our record retention policy.

Purposes for which we use the information collected
Personal information about you will be used for the following purposes:
• in our day-to-day work including payroll, employment and other human resources processes for staff or volunteers
• undertaking services to customers and clients which we have contracted to undertake, (primarily for the NHS and local authorities) in respect of advocacy, advice and support; reflecting the description of our main activities described above
• to send you our newsletter where you have requested it;
• to respond to any queries you may have;
• to improve the quality and safety of care.

This may include any personal information that you choose to share with us, but we will treat this as confidential and protect it accordingly.

We will never include your personal information in survey reports without your consent.

The legal bases that we rely upon to process information are:
• Consent
• Legitimate Interest
• Legal Obligation

Who we disclose the information to:
In order to fulfil our remit, we may disclose the personal information that we obtain through our websites or through others forms of contact to Healthwatch England, the NHS Commissioning Board, the responsible commissioning local authority, and suppliers we engage to process personal information on our behalf. Healthwatch England may, in certain circumstances, make further disclosure to the Care Quality Commission (CQC).

However, we will only disclose your personal information where we have your consent to do so, or where there is another very good reason to make the disclosure – for example, we may disclose information to CQC or a local authority where we think it is necessary to do so in order to protect a vulnerable person from abuse or harm. Any such disclosure will be made in accordance with the requirements of the Data Protection Act 2018.

Wherever possible, we will ensure that any information that we share or disclose is anonymised, so as to ensure that you cannot be identified from it.

How to obtain a copy of the information we hold about you:
You have a right to access the personal information we hold about you. To obtain a copy of it, please email us at:

People First – or call 0300 303 8037

Changes to this Privacy Notice
From time to time we may update this Privacy Notice. When we do so we will publish the changes on this website. If you do not agree to these changes, please do not continue to use the website.

Signing up to our newsletter
We sometimes use a third-party supplier to provide our newsletter service. By subscribing to this service you will be agreeing to them handling your data.
The third-party supplier handles the data purely to provide this service on our behalf. This supplier observes the requirements of the Data Protection Act 2018 in how they obtain, handle and process your information and will not make your data available to anyone other than ourselves.

Information Commissioners Office (ICO)
If you believe that your data protection rights have not been adhered to you have the right to raise concerns with the ICO on 0303 123 1113 or at

Privacy Notice
23 November 2018