Privacy Policy
At Sukoon Care, we respect your privacy and understand the importance of protecting your personal information. When you contact us about care, use our website, apply to work with us or receive care and support from us, you trust us with information about you. We take that responsibility seriously.
This Privacy Policy explains what information we may collect, why we collect it, how we use and protect it, who we may share it with and the rights you have over your personal information.
Sukoon Care is the trading name of Imperative Care Ltd.
Last updated: August 2026
Imperative Care Ltd, trading as Sukoon Care, provides domiciliary care and support to people in their own homes.
For data protection purposes, Imperative Care Ltd is the data controller for personal information where we determine how and why that information is processed.
Company: Imperative Care Ltd
Trading name: Sukoon Care
Company number: 17133654
Website: sukooncare.co.uk
If you have any questions about how we use your personal information, you can contact us using the details provided on our Contact Us page.
Who We Are
The information we collect depends on your relationship with Sukoon Care and the care or services you receive or enquire about. We only collect information that is relevant and necessary.
This may include:
• Your name, address, date of birth and contact details
• Emergency contact and next-of-kin information
• Your communication needs and preferences
• Your care and support needs
• Relevant health conditions and medical information
• Medication and pharmacy information where relevant to your care
• Mobility, nutrition, hydration and personal care needs
• Your routines, interests, preferences and life history
• Cultural, religious or spiritual preferences where you choose to share these with us
• Information about relatives, representatives, advocates or attorneys involved in your care
• Details of your GP, pharmacy and other health or social care professionals involved in supporting you
• Care assessments, risk assessments, care plans and records relating to the support we provide
• Compliments, complaints, concerns or safeguarding information
• Information you provide when contacting us through our website, telephone, email or other communication channels
• Recruitment and employment information if you apply to work with Sukoon Care
We aim to collect only the information we genuinely need to provide, manage or improve our services and to meet our legal and regulatory responsibilities.
Information We May Collect
Health and Other Sensitive Information
Providing safe, personalised care may require us to collect and use information about your health, care needs and other aspects of your personal circumstances.
Under UK data protection law, certain information is classed as special category personal data and receives additional protection. This can include information about your health, racial or ethnic origin, religious or philosophical beliefs, and other particularly sensitive information.
We only collect and use this information where it is relevant and necessary, and where we have an appropriate lawful basis and condition under data protection law.
Where you choose to tell us about your culture, faith, beliefs, communication preferences or other aspects of your identity, we use this information to help us understand what matters to you and provide care that respects your choices, dignity and individuality.
We recognise that person-centred care means understanding the whole person while also respecting their privacy. We only record sensitive information where it is relevant to your care, support, safety or wellbeing, and we handle this information with particular care and respect
Why We Use Your Information
We use your personal information so that we can understand you as an individual, provide safe and person-centred care, communicate effectively with you and those involved in your care, and meet our legal and regulatory responsibilities.
We may use your information to:
• Respond to enquiries about care and support
• Carry out initial assessments and understand your individual needs
• Create, maintain and continuously review your personalised care plan
• Understand your routines, preferences, wishes, abilities and what matters to you
• Understand what a good day and a not-so-good day may look like for you
• Provide safe, effective and person-centred care and support
• Support your independence and help you continue doing the things you can and want to do for yourself
• Understand your communication needs and how you prefer to be supported
• Support medication safely where this forms part of your agreed care
• Monitor changes in your health, wellbeing, mobility, nutrition, hydration or circumstances and respond appropriately
• Communicate with family members, representatives or people important to you where you have agreed to this, or where there is another lawful reason
• Work appropriately with GPs, pharmacies, district nurses, hospitals, social workers and other health and care professionals involved in your support
• Respond to accidents, incidents, emergencies and concerns
• Identify, report and respond appropriately to safeguarding concerns
• Manage compliments, complaints and concerns
• Maintain accurate records of the care and support we provide
• Monitor, audit and improve the quality and safety of our service
• Meet our legal, contractual and regulatory responsibilities
We only use personal information where there is an appropriate reason for doing so. We aim to ensure the information we hold remains relevant, accurate and proportionate to the care and support we provide.
Our Lawful Basis for Using Your Information
We only collect and use personal information where we have a lawful reason to do so. The lawful basis we rely upon will depend on the information involved and why we need to use it.
Depending on the circumstances, we may process your personal information because:
• It is necessary to take steps at your request before entering into a contract, or to provide care and services under our agreement with you
• We need to comply with a legal or regulatory obligation
• It is necessary to protect someone's vital interests, such as in an emergency
• It is necessary for our legitimate interests, or those of another organisation, where those interests do not override your rights and freedoms
• You have given your consent, where consent is the appropriate lawful basis
Some of the information we use in providing care, particularly information about your health, is classed as special category personal data. Where we process this type of information, we will also identify an appropriate condition under UK GDPR and the Data Protection Act 2018 that allows us to do so.
In the context of providing health and social care, this may include processing that is necessary for the provision or management of health or social care, subject to the safeguards required by law.
We do not assume that consent is always the correct lawful basis simply because information relates to your care. We consider the purpose for which information is being used and apply the appropriate lawful basis and, where required, special category condition.
Where we do rely on your consent, you will be given a genuine choice and can withdraw that consent at any time. Withdrawing consent will not affect processing that was lawful before consent was withdrawn.
Some personal information is necessary for us to assess your needs, enter into an agreement with you and provide safe and appropriate care. You are not required to provide information that is not relevant or necessary. However, if information that is essential to providing your care safely is not provided, we may be unable to provide some or all of the care or support requested. Where this happens, we will explain what information is needed and why.
Person-Centred Care and Your Information
At Sukoon Care, we believe your care records should tell us more than what tasks need to be completed. To provide genuinely person-centred care, we need to understand the person behind the care and what matters to you in your everyday life.
Where relevant to your care and with your involvement, we may record information about your life story, memories, relationships, routines, interests, communication, culture, faith, preferences and the things that help you feel comfortable, safe and understood.
We may also record what a good day looks like for you and what a not-so-good day may look like. This helps carers understand that your abilities, mobility, mood, confidence or level of support may change from one day to another — or even at different times of the same day.
For example, someone living with Parkinson's may experience greater stiffness or difficulty with movement at particular times of the day, while someone living with dementia may find familiar routines, people, words or approaches reassuring. Understanding these individual differences helps our carers adapt their support to you rather than expecting you to fit around a fixed routine.
We also record what you can and want to continue doing for yourself and where you would like a helping hand. Our aim is to support your independence and choices, not to take over things you are able and wish to do yourself.
We only record personal information where it has a relevant purpose in understanding, providing, managing or safeguarding your care. Your privacy and dignity remain important throughout.
Your care plan should help the people supporting you understand not only what care you may need, but who you are, how you want to live your life and what matters most to you.
Sharing Your Information
We respect the confidentiality of your personal information and will not sell your information to anyone.
There may, however, be times when we need to share relevant information with other people or organisations to provide safe and coordinated care, protect you or another person from harm, or meet our legal and regulatory responsibilities.
Where necessary and lawful, this may include sharing relevant information with:
• Your GP or other healthcare professionals involved in your care
• District and community nursing teams
• Pharmacies
• Hospitals, discharge teams and NHS services
• Social workers and local authority professionals
• Other health and social care professionals involved in your support
• Family members, representatives, advocates or attorneys where appropriate and authorised
• Local authority safeguarding teams
• Emergency services or the police where necessary
• The Care Quality Commission (CQC) and other regulators or statutory bodies where required
• Professional advisers and organisations that provide necessary services to us, subject to appropriate confidentiality and data protection arrangements
We aim to share only the information that is relevant and necessary for the particular purpose. Where appropriate, we will explain who information is being shared with and why.
Safeguarding and Protecting People from Harm
Your safety and wellbeing are extremely important to us. If we become concerned that you or another person may be experiencing, or be at risk of, abuse, neglect, exploitation or other harm, we have a responsibility to respond appropriately.
Wherever it is safe and appropriate, we will involve you in what happens next, listen to your wishes and explain why we believe information may need to be shared.
There may, however, be circumstances where we need to share relevant information without consent. This may include situations where someone is at risk of serious harm, another person may be at risk, a crime may have been committed, or we have a legal or regulatory responsibility to disclose information.
In these circumstances, information will only be shared where there is an appropriate lawful basis and with the relevant people or organisations necessary to help protect the person concerned. We will consider what information genuinely needs to be shared and will record the reasons for our decision.
Where appropriate, this may involve a local authority safeguarding team, health or social care professionals, emergency services, the police, CQC or another relevant statutory body.
Safeguarding does not mean automatically excluding you from decisions about your own life. Wherever possible, we will listen to you, respect your wishes and involve you in decisions while taking appropriate action to protect you or others from harm.
Family Members, Representatives and Lasting Powers of Attorney
We recognise that family members, friends and other people important to you may play an important role in your care and support. We will listen to you about who you would like to be involved and, wherever possible, respect your wishes about what information may be shared with them.
Being a family member or next of kin does not automatically give someone the right to access your confidential information or make decisions on your behalf. We will consider your consent, your capacity to make the particular decision and whether anyone has appropriate legal authority to act for you.
Where you have appointed an attorney under a valid Lasting Power of Attorney (LPA), we will consider the type of LPA held and the decisions it legally authorises the attorney to make. A Health and Welfare LPA and a Property and Financial Affairs LPA provide different powers, and we will not assume that one gives authority over matters covered by the other.
Where you are able to make a particular decision for yourself, your wishes and decisions remain central to your care, even where family members or an attorney are involved.
If there is reason to believe that you may lack capacity to make a particular decision, we will follow the principles of the Mental Capacity Act 2005. Capacity is considered in relation to the specific decision at the time it needs to be made; we will not assume that someone lacks capacity simply because of their age, diagnosis, disability or because they make a decision others may disagree with.
Where a person lacks capacity for a particular decision, any decision made on their behalf must be made in accordance with the Mental Capacity Act and in their best interests, taking account of their wishes, feelings, beliefs, values and the people who should appropriately be consulted.
We will only share personal information with family members, representatives or attorneys where there is an appropriate reason and lawful basis for doing so. Our aim is to involve the people important to you while continuing to respect your privacy, rights, choices and voice.
Keeping Your Information Secure
We understand that the information you share with Sukoon Care can be highly personal and sensitive. Protecting your privacy and keeping your information secure is an important part of the trust you place in us.
We use appropriate organisational and technical measures to help protect personal information from unauthorised access, disclosure, loss, misuse, alteration or destruction.
This includes taking steps to:
• Limit access to personal information to staff and others who genuinely need it to carry out their role
• Use appropriate security measures for electronic systems, devices and accounts used to access care information
• Store paper records securely where these are used
• Maintain confidentiality when discussing or sharing information
• Provide staff with appropriate data protection, confidentiality and information-governance training
• Ensure staff understand their responsibility to protect the information of the people they support
• Use appropriate arrangements with organisations that process personal information on our behalf
• Review access to information and remove access when it is no longer required
• Respond appropriately to suspected or actual data breaches
Our carers and staff are expected to respect your confidentiality both inside and outside your home. Information about you should only be accessed, discussed or shared where there is an appropriate reason connected with your care, safety, the management of our service or another lawful purpose.
If we become aware of a personal data breach, we will take appropriate steps to contain and assess it, reduce any potential harm and meet any legal requirements to report the breach to the Information Commissioner’s Office (ICO) or inform affected individuals where required.
Your information belongs to your life, not to our staff. We expect everyone working with Sukoon Care to treat it with the same dignity, care and respect that we expect them to show you.
How Long We Keep Your Information
We do not keep personal information for longer than it is needed. How long we retain information will depend on the type of record, why it was collected and any legal, regulatory, contractual or professional requirements that apply.
Some records relating to the care and support we provide may need to be retained for a period after our involvement in your care has ended. This helps us meet our legal and regulatory responsibilities and respond appropriately if questions, concerns or requests arise at a later date.
We maintain appropriate retention arrangements for different types of information, which may include:
• Care assessments and care plans
• Daily care and support records
• Medication records
• Risk assessments
• Accident and incident records
• Safeguarding records
• Complaints and compliments
• Consent and capacity-related records
• Financial and contractual records
• Staff, recruitment and employment records
• Enquiries and other correspondence
When deciding how long information should be retained, we consider the purpose for which it was collected, applicable legal and regulatory requirements and whether there is an ongoing legitimate need to retain it.
When personal information reaches the end of its appropriate retention period, it will be securely deleted, destroyed or anonymised, as appropriate.
Where information needs to be retained for longer because of an ongoing safeguarding matter, complaint, investigation, legal claim or regulatory requirement, we may retain the relevant records for as long as reasonably necessary and lawful.
Our aim is to keep the information we genuinely need for as long as we are required to keep it — and no longer.
Your Data Protection Rights
Data protection law gives you a number of rights over your personal information. Which rights apply will depend on the circumstances and the lawful basis we rely on when using your information.
Depending on the circumstances, you may have the right to:
• Be informed – to understand how and why we collect and use your personal information
• Access your information – to ask for a copy of the personal information we hold about you
• Correct your information – to ask us to correct information that is inaccurate or complete information that is incomplete
• Request erasure – to ask us to delete personal information in certain circumstances
• Restrict processing – to ask us to limit how we use your information in certain circumstances
• Object to processing – to object to certain ways in which your personal information is being used
• Data portability – in certain circumstances, to ask for information you have provided to us to be transferred to you or another organisation in a suitable format
• Withdraw consent – where we are relying on your consent, you can withdraw that consent at any time
These rights do not apply in exactly the same way in every situation. For example, we may sometimes be required by law to retain particular care records even where someone asks us to delete them. If a right does not apply to a particular request, we will explain this to you.
You can contact Sukoon Care if you would like to exercise any of your data protection rights. We may need to confirm your identity before releasing or changing personal information so that we do not disclose information to the wrong person.
We will respond to requests within the timescales required by data protection law. If a request is particularly complex, or involves a large amount of information, we will let you know if additional time is lawfully required.
We want you to feel able to ask what information we hold about you, why we have it and how it is being used.
Website, Cookies & Online Enquiries
When you visit the Sukoon Care website, certain information may be collected automatically through cookies and similar technologies. Cookies are small files or pieces of information used by websites to help them function, remember choices and, where applicable, understand how visitors use the website.
Some cookies may be strictly necessary for the website to operate correctly and securely. Other cookies, such as those used for analytics, functionality or marketing, will only be used where permitted by law and, where required, after you have been given an appropriate choice or provided your consent.
Where consent is required, you should be able to choose whether to accept non-essential cookies and change your preferences through the cookie settings available on our website.
If you contact Sukoon Care through an online enquiry or contact form, we may collect information such as your name, telephone number, email address and the information you choose to include in your message. We will use this information to respond to your enquiry and, where appropriate, discuss the care or support you are looking for.
Please avoid including unnecessary medical or highly sensitive personal information in a general website enquiry form. If we need more detailed information about your health or care needs, we can discuss an appropriate and secure way for you to provide it.
Our website may use services provided by third parties to support its operation. Where those services process personal information on our behalf, we will take appropriate steps to ensure suitable data protection arrangements are in place.
More detailed information about the cookies used on our website, their purposes and how long they remain on your device can be provided through our Cookie Policy and cookie settings.
Links to Other Websites
Our website may contain links to websites, services or resources operated by other organisations. These links may be provided to help you access useful information or services.
When you follow a link to another website, that organisation will be responsible for how it collects and uses your personal information. Sukoon Care does not control the privacy practices, content or security of external websites.
We encourage you to read the privacy information provided by any external website or service before providing personal information to them.
Where we provide a link to another organisation, this does not necessarily mean that Sukoon Care endorses or is responsible for that organisation, its services or the way it handles personal information.
Children and Young People
Sukoon Care recognises that personal information relating to children and young people requires particular care and protection.
Our website is not designed to collect personal information from children unnecessarily. We do not knowingly ask children to provide personal information through our website unless there is a legitimate and appropriate reason for doing so.
There may be circumstances where information about a child or young person is relevant to the care and support we provide to an adult — for example, where they are a family member or part of the person's household. In these circumstances, we will only record information that is relevant and necessary for an appropriate purpose.
Where Sukoon Care is required to process personal information relating to a child or young person, we will do so in accordance with applicable data protection and safeguarding requirements and take account of their age, understanding, rights and best interests.
If we identify a safeguarding concern involving a child or young person, we will follow appropriate safeguarding procedures and share relevant information with the appropriate professionals or authorities where necessary and lawful.
We will not use information about children or young people for marketing purposes simply because their details appear within a person's care or family records.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, the way we use personal information, our systems, regulatory requirements or data protection law.
When we make changes, the latest version of this Privacy Policy will be published on the Sukoon Care website and the “Last updated” date at the top of this page will be changed accordingly.
Where a change is particularly important and significantly affects how we use your personal information, we will take reasonable steps to bring this to your attention where appropriate.
We encourage you to review this Privacy Policy from time to time so that you remain informed about how Sukoon Care protects and uses personal information.
Questions, Concerns and Complaints About Your Information
We want you to feel confident about how Sukoon Care handles your personal information. If you have a question about the information we hold about you, how it is being used or who it has been shared with, please speak to us.
You can also contact us if you would like to exercise one of your data protection rights, believe information we hold about you is incorrect, or have a concern about the way your personal information has been handled.
Data Protection Contact:
Imperative Care Ltd trading as Sukoon Care
Email: info@sukooncare.co.uk
Telephone: 01772 669675
We will take privacy concerns seriously, investigate them appropriately and aim to resolve any concerns directly with you wherever possible.
If you are not satisfied with our response, or you believe your personal information has been handled in a way that does not comply with data protection law, you also have the right to raise a concern with the Information Commissioner's Office (ICO), the UK's independent regulator for data protection.
You do not have to complain to Sukoon Care before contacting the ICO, although the ICO may recommend that you give us an opportunity to address your concern first.
Information about your data protection rights and how to raise a concern is available from the Information Commissioner's Office.
Where We Receive Your Information From
Most of the personal information we use is provided directly by you or collected as part of assessing, planning and providing your care and support.
There may also be circumstances where we receive relevant information about you from another person or organisation. Depending on your circumstances, this may include:
• A family member or person important to you
• An attorney, advocate or authorised representative
• A local authority or social worker
• NHS services, hospitals or discharge teams
• Your GP or other healthcare professionals
• District or community nursing teams
• Pharmacies
• Other health or social care providers involved in your care
• Emergency services or safeguarding professionals where appropriate
Where we receive information about you from another source, we will only use information that is relevant and necessary for an appropriate purpose.
Wherever required, we will make sure you are provided with appropriate information about how we use your personal data. We will also respect confidentiality and consider whether the person or organisation providing information is authorised or has an appropriate reason to do so.
Information received from other people does not replace your voice. Wherever you are able to be involved, we will listen to you and seek to understand your wishes, preferences and account of your own circumstances.
International Transfers and Automated Decision-Making
International Transfers
Some of the technology and service providers we use to operate our website, communications or business systems may process or store personal information outside the United Kingdom.
Where personal information is transferred internationally, we will take appropriate steps to ensure that the transfer is lawful and that appropriate safeguards are in place as required by UK data protection law.
We will consider where our service providers process personal information and the protections that apply before using their services.
Automated Decision-Making
Sukoon Care does not currently make decisions about a person's care, eligibility for care or other matters that have legal or similarly significant effects solely by automated means without appropriate human involvement.
Decisions about your care and support are made with human involvement and, wherever possible, with you at the centre of those decisions.
If we introduce technology in the future that involves solely automated decision-making or profiling in a way that significantly affects individuals, we will review our data protection arrangements and provide appropriate information about how that technology is used and the rights available to you.
Last updated: August 2026