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Privacy & Cookie Policy

 

We are committed to safeguarding the privacy of our website visitors; this policy sets out how we will treat your personal information.

This policy is divided into three parts:

  • Part A provides information about our collection and use of personal information;
  • Part B provides information about the cookies used on this website; and
  • Part C contains information about us (including contact details).

We will ask you to consent to our use of cookies in accordance with the terms of this policy when you first visit our website. By using our website and agreeing to this policy, you consent to our use of cookies in accordance with the terms of this policy.

PART A: YOUR PERSONAL INFORMATION

Who We Are 

ICE Creates Ltd ("ICE Creates", "we", "us" and "our") delivers health, wellbeing and behaviour change services on behalf of local authorities, NHS organisations and other commissioners. Our services include stop smoking support, healthy weight management, physical activity programmes, NHS Health Checks and wider lifestyle and wellbeing interventions, insight and behaviour change programmes.  

This Privacy Notice explains how we collect, use, store, share and protect your information when you access one of our services. 

What Information We Collect 

Depending on the service you use, we may collect: 

  • Name, address and contact details. 

  • Date of birth and demographic information. 

  • NHS number where applicable. 

  • GP and healthcare provider details. 

  • Health and wellbeing information relevant to the service. 

  • Smoking status, weight, height, physical activity levels and other lifestyle information relevant to the service we are offering to you. 

  • Information about appointments, coaching sessions and support received. 

  • Service outcomes and progress measures. 

  • Messages and information submitted through digital platforms and mobile applications. 

  • Feedback, surveys and evaluation responses. 

  • Information collected during face-to-face, telephone, video or digital consultations. 

Why We Use Your Information 

We rely on different lawful bases depending on the activity, including providing services under our contracts with commissioners, our legitimate interests in running and improving services, vital interests for safeguarding, and your consent for optional call recording and certain digital features 

We use your information to: 

  • Deliver the service and provide personalised support. 

  • Assess eligibility for programmes and interventions. 

  • Monitor progress and outcomes. 

  • Communicate with you about appointments, reviews and support. 

  • Support safeguarding and protect individuals from harm. 

  • Coordinate care with healthcare professionals where appropriate. 

  • Meet contractual obligations with commissioners. 

  • Comply with legal and regulatory requirements. 

  • Improve service quality, effectiveness and accessibility. 

  • Understand population health needs and trends. 

  • Conduct audits, quality assurance and governance activities. 

Reporting, Monitoring and Population Health Analysis 

We are required to report information about service activity and outcomes to organisations that commission, regulate or evaluate services. 

This may include: 

  • Local authorities. 

  • NHS organisations. 

  • The Office for Health Improvement and Disparities (OHID). 

  • NHS England. 

  • Other organisations authorised to receive service reports. 

Where possible, information used for reporting is anonymised, pseudonymised or aggregated. 

We may use information to: 

  • Understand population health needs. 

  • Identify health inequalities. 

  • Improve access to services. 

  • Inform future service planning. 

  • Evaluate health outcomes. 

  • Support public health initiatives. 

Sharing Information 

We only share information when we have a lawful basis to do so. 

Your information may be shared with: 

  • Your GP. 

  • Healthcare professionals involved in your care. 

  • Pharmacies and treatment providers. 

  • NHS organisations. 

  • Local authorities. 

  • Approved subcontractors and service partners: 

  • We use approved providers for telephony, call recording/transcription, secure hosting, and analytics. These providers act under contract and process only as instructed, with appropriate safeguards. 

  • Auditors, regulators and inspection bodies. 

  • Organisations that commission the service. 

We only share the information that is necessary for the relevant purpose. 

Research, Service Evaluation and Innovation 

ICE Creates continually evaluates and improves its services. 

Anonymised information may be used for: 

  • Service evaluation. 

  • Quality improvement. 

  • Research activities. 

  • Public health analysis. 

  • Population health management. 

  • Development of new health and wellbeing interventions. 

  • Digital innovation projects. 

Anonymised information has had personal identifiers removed and cannot reasonably be used to identify an individual. 

Where information is used in this way, we apply appropriate safeguards to protect privacy. 

Artificial Intelligence and Digital Technologies 

ICE Creates uses digital technologies to help deliver effective, accessible and personalised services. 

Where permitted by contractual, legal and regulatory requirements, anonymised information may be used to: 

  • Improve digital services. 

  • Improve online support tools. 

  • Improve digital coaching systems. 

  • Develop and test innovative technologies. 

  • Improve artificial intelligence systems that support health and wellbeing services. 

  • Improve the accuracy, quality and effectiveness of our behaviour change support. 

Before information is used for these purposes, identifying details are removed and safeguards are applied to protect individuals' privacy. 

We do not use anonymised information to identify individuals. 

Where you consent to call recording, selected recordings may be provided to a third party to scrub and de-identify the material to create training data that improves our AI-enabled support tools. We do not use identifiable personal data or recordings to train automated systems.  

Call Recording and Digital Communications  

Telephone calls, video consultations, digital messages and other service interactions may be monitored or recorded for: 

  • Quality assurance. 

  • Staff training and development. 

  • Service improvement. 

  • Safeguarding. 

  • Complaint investigation. 

  • Information governance. 

  • Audit and compliance requirements. 

Access to recordings is restricted to authorised personnel and recordings are stored securely. 

How We Protect Your Information 

ICE Creates is committed to keeping information safe and secure. 

We use a range of technical and organisational measures including: 

  • Secure databases and systems. 

  • Role-based access controls. 

  • Encryption and secure data transfer methods. 

  • Information security policies and procedures. 

  • Staff training and confidentiality agreements. 

  • Monitoring and security reviews. 

  • Secure disposal processes. 

 

How Long We Keep Information 

We keep information only for as long as necessary to: 

  • Deliver services. 

  • Meet contractual obligations. 

  • Meet legal and regulatory requirements. 

  • Support audit and governance processes. 

Retention periods vary depending on the service and commissioner requirements. 

Your Rights 

Under data protection legislation, you may have the right to: 

  • Access the information we hold about you. 

  • Request correction of inaccurate information. 

  • Request deletion of information where appropriate. 

  • Restrict certain types of processing. 

  • Object to certain uses of information. 

  • Withdraw consent where consent is the lawful basis being relied upon. 

  • Receive a copy of your information where applicable. 

  • Complain to the Information Commissioner's Office (ICO). 

Further Information 

If you would like more information about how your data is used, or wish to exercise your rights, please contact ICE Creates using the contact details published on your service website. 

If you are dissatisfied with the way your information has been handled, you can contact the Information Commissioner's Office (ICO). 

Our data protection registration number is Z752432X 

PART B: COOKIES

  • About cookies

A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

Cookies can be used by web servers to identity and track users as they navigate different pages on a website and identify users returning to a website.

Cookies may be either "persistent" cookies or "session" cookies.

A persistent cookie consists of a text file sent by a web server to a web browser, which will be stored by the browser and will remain valid until its set expiry date (unless deleted by the user before the expiry date).

A session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

  • Our cookies

We use both session cookies and persistent cookies on this website.

Session cookies are essential for this website to function, for example to mark someone as being logged in.

The persistent cookies we use are non-essential but harmless, for example we may use them in order to:

    • provide extra security features such as preventing cross-site request forgery (CSRF) attacks;
    • remember when you've already completed (or decided not to) one of our survey.
  • Third party and analytics cookies

When you use our website, you may also be sent third party cookies.

These are including but not limited to You Tube, Facebook, Twitter, Google+, Linkedin, Pinterest etc.

Our advertisers / service providers may send you cookies. They may use the information they obtain from your use of their cookies:

    • to track your browser across multiple websites;
    • to build a profile of your web surfing; and
    • to target advertisements which may be of particular interest to you.

In addition, we use Google Analytics to analyse the use of this website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users' computers. The information generated relating to our website is used to create reports about the use of the website. Google will store this information. Google's privacy policy is available at: http://www.google.com/privacypolicy.html

We also use Facebook Pixel to track user progress on this website as a tool to measure the effectiveness of advertising by understanding the actions people take on this website. Facebook will store this information. Facebook's privacy policy is available at: https://www.facebook.com/policy.php

  • Cookies and personal information

Cookies do not contain any information that personally identifies you, but personal information that we store about you may be linked, by us, to the information stored in and obtained from cookies.

  • Blocking cookies

Most browsers allow you to refuse to accept cookies. For example:

    • in Internet Explorer (version 9) you can block cookies using the cookie handling override settings available by clicking "Tools", "Internet Options", "Privacy" and then "Advanced";
    • in Firefox (version 16) you can block all cookies by clicking "Tools", "Options", "Privacy", selecting "Use custom settings for history" from the drop-down menu, and unticking "Accept cookies from sites"; and
    • in Chrome (version 23), you can block all cookies by accessing the "Customise and control" menu, and clicking "Settings", "Show advanced settings" and "Content settings", and then selecting "Block sites from setting any data" under the "Cookies" heading.

Blocking all cookies will, however, have a negative impact upon the usability of many websites.

If you block cookies, you will not be able to use all the features on this website.

  • Deleting cookies

You can also delete cookies already stored on your computer. For example:

    • in Internet Explorer (version 9), you must manually delete cookie files (you can find instructions for doing so at http://support.microsoft.com/kb/278835);
    • in Firefox (version 16), you can delete cookies by clicking "Tools", "Options", "Privacy" and then "Show Cookies", and then clicking "Remove All Cookies"; and
    • in Chrome (version 23), you can delete all cookies by accessing the "Customise and control" menu, and clicking "Settings", "Show advanced settings" and "Clear browsing data", and then selecting "Delete cookies and other site and plug-in data" before clicking "Clear browsing data".

Again, doing this may have a negative impact on the usability of many websites.

  • Cookie preferences

You can manage your preferences relating to the use of cookies on our website by visiting: www.BestYou.com

PART C: OUR DETAILS

  • Contact us

This website is owned and operated by ICE Creates Limited.

 

If you have any questions about our cookies or this policy, please contact us:

    • by email (to admin@best-you.org);
    • by telephone (to 0845 5193 423);
    • by post (to ICE Creates Limited, Unit 2-3 Abbots Quay, Monks Ferry, Wirral CH41 5LH).
  • How to request a copy of your personal data

You can request access to your personal information we hold by filling in a Subject Access Request form or by writing to us at this address:  

Ice Creates Ltd

Unit 2-3 Abbots Quay

Monks Ferry 

Birkenhead

CH41 5LH

 

  • Data Processor

The data processor responsible in respect of the information collected on this website is ICE Creates Limited.

Our data protection registration number is Z752432X