Privacy Policy

AMG Nursing & Care Services

Last updated: 27 October 2026

1. About this policy

This policy explains how AMG Nursing & Care Services collects, uses, shares and protects personal information. It covers everyone whose information we handle, including people who visit our website, make an enquiry, receive care from us, apply for a job, work for us, or contact us by phone.

We are committed to protecting your privacy and handling your information in line with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).

2. Who we are

AMG Nursing & Care Services is a trading name of AMG Consultancy Services Limited, a company registered in England and Wales (company number 01894875). Our registered office is Rugby House, Brooms Road, Stone Business Park, Stone, Staffordshire, ST15 0SH.

AMG Consultancy Services Limited is the "data controller" for the personal information described in this policy. This means we decide how and why your information is used. We are registered with the Information Commissioner's Office (ICO) under registration number Z6557040.

We provide nurse-led complex care, domiciliary care and specialist children's care from branches in Burton, Chester, Chesterfield, Crewe, Lincoln, Nottingham, Stone and Wolverhampton. As a registered care provider, we are regulated by the Care Quality Commission (CQC).

3. How to contact us

Our Data Protection Officer is Gareth Walsh. If you have any questions about this policy or how we use your information, or you want to exercise any of your rights, please contact us:

• Email: info@amgnursing.com (please mark your message "For the attention of the Data Protection Officer")

• Post: Data Protection Officer, AMG Nursing & Care Services, Rugby House, Brooms Road, Stone Business Park, Stone, Staffordshire, ST15 0SH

• Phone: 01785 608200

4. The information we collect

The information we collect depends on how you interact with us.

Website visitors

• Technical information such as your IP address, browser type, device type, pages visited, how you arrived at our website and how long you stayed.

• Information collected by cookies and similar technologies, where you have agreed to them (see section 12).

People who make an enquiry

When you complete one of our enquiry forms, use our home care survey, use our website chat assistant, email us or call us, we may collect:

• Your name, phone number and email address.

• Who the care is for and their name, if you are enquiring on behalf of someone else.

• Your nearest branch or location.

• Information about care needs, which may include health information.

• The web page your enquiry came from, so we can understand which pages and adverts are useful.

Please only share the information needed for us to respond to your enquiry. Our website chat assistant is designed for general enquiries, so please do not enter health or medical details into it. One of our team will discuss care needs with you directly.

If you make an enquiry on behalf of someone else, please make sure they are happy for you to share their information with us, where they are able to agree.

Clients and their representatives

If we provide care to you, or you represent someone we care for, we will collect the information we need to plan and deliver safe, effective care. This may include:

• Name, address, date of birth, contact details and next of kin or emergency contacts.

• Details of family members, representatives, deputies or people holding Lasting Power of Attorney.

• Health and care information, including medical history, diagnoses, medication, care and support plans, risk assessments, daily care notes and medication administration records.

• Information about your home environment, access arrangements and equipment.

• Details of other professionals involved in your care, such as your GP, district nurses, social workers and case managers.

• Funding information, such as local authority, NHS Continuing Healthcare or Integrated Care Board funding, personal health budgets, direct payments or private funding, and the related billing information.

• Where relevant to your care, other sensitive information such as religion or beliefs, ethnicity, sexual orientation or gender identity, so that we can respect your preferences and meet your needs.

• Records of feedback, concerns, complaints, accidents, incidents and safeguarding matters.

Job applicants

• Your name, address, phone number and email address.

• The role and branch you are applying for.

• Your right to work in the UK and whether you need visa sponsorship.

• Whether you hold a full driving licence and have access to a car.

• Your previous care experience, employment history and qualifications.

• The names and contact details of your referees.

• Interview notes and assessment results.

If we offer you a job, we will also carry out pre-employment checks, including identity, right to work, references and a Disclosure and Barring Service (DBS) check, and may ask you to complete a health declaration.

Referees

If a job applicant gives us your details as a referee, we will hold your name, job title, contact details and the reference you provide.

Staff

If you work for us, we will hold the information needed to manage your employment, including:

• Contact details, date of birth, National Insurance number, emergency contacts and bank details.

• Recruitment records, contract, right to work and identity documents, and DBS check results.

• Pay, pension, tax, holiday and absence records.

• Training, competency, supervision, appraisal and performance records.

• Rota and visit records, including the times you attend care visits.

• Health information, such as health declarations, fitness to work, sickness absence, occupational health reports and risk assessments.

• Equality monitoring information, where you choose to provide it.

• Records of grievances, disciplinary matters and investigations.

• Professional registration details, such as your Nursing and Midwifery Council (NMC) PIN, where relevant.

People who phone us

Calls to and from our branches are recorded for training, quality and monitoring purposes, and to keep an accurate record of what was said. Call recordings may include any information you share during the call.

People who visit our head office

If you visit our head office, your image may be captured by our CCTV system (see section 11).

Professionals and commissioners

If you contact us in a professional capacity, for example as a case manager, social worker, NHS professional or local authority commissioner, we will hold your name, job title, organisation and contact details, together with records of our communications.

5. How we collect your information

We collect information directly from you, for example through our website forms, chat assistant, phone calls, emails, care assessments and job applications. We may also receive information about you from:

• Family members, representatives or people acting on your behalf.

• Local authorities, the NHS, Integrated Care Boards, hospitals, GPs and other health and care professionals.

• Case managers, solicitors, deputies and insurers involved in arranging your care.

• Referees, previous employers, the Disclosure and Barring Service and recruitment partners.

• Cookies and similar technologies on our website, where you have agreed to them.

6. How we use your information and our lawful basis

Data protection law says we must have a lawful basis for using your personal information. The main purposes and the lawful bases we rely on are set out below.

• Responding to enquiries and assessing whether we can meet care needs: legitimate interests, or taking steps at your request before entering into a contract.

• Providing, planning and managing care: performing our contract with you or with the organisation funding your care, and complying with our legal obligations as a registered care provider.

• Billing and managing funding: performing our contract and legitimate interests.

• Recruitment and pre-employment checks: taking steps before entering into a contract, legal obligations (such as right to work checks) and legitimate interests.

• Managing employment: performing your employment contract and complying with legal obligations such as tax, pensions, employment and health and safety law.

• Recording phone calls: legitimate interests in training staff, maintaining quality, resolving disputes and keeping accurate records.

• CCTV at our head office: legitimate interests in keeping our staff, visitors, premises and property safe and secure, and in preventing and detecting crime.

• Safeguarding, quality monitoring, audits and handling complaints: legal obligations and legitimate interests.

• Marketing: your consent or, for follow-up contact about your own enquiry, our legitimate interests (see section 8).

• Analytics and advertising cookies: your consent.

• Meeting regulatory requirements and responding to lawful requests: legal obligations.

Where we rely on legitimate interests, we have considered whether our interests are outweighed by your rights and freedoms. You can ask us for more information about this.

Special category and criminal offence information

Some information, such as health information, is classed as "special category data" and needs extra protection. We only use it where we have an additional legal condition, which will usually be one of the following:

• Health or social care: the provision of health or social care, or the management of health or social care systems and services. This applies to enquiries about care, assessments and the care we provide.

• Employment and social protection: meeting our obligations as an employer, including health and safety and fitness to work.

• Equality of opportunity: equality monitoring, where you choose to provide this information.

• Vital interests: where needed to protect someone's life and they are unable to give consent.

• Legal claims: establishing, exercising or defending legal claims.

• Explicit consent: where none of the above applies, we will ask for your explicit consent.

We carry out DBS checks on staff because the law requires them for people working in regulated activity with children and adults. We handle criminal records information in line with the Data Protection Act 2018 and our appropriate policy document.

7. Children's information

We provide care to children and young people. We usually collect a child's information from their parents, carers or the professionals and organisations involved in their care. We handle children's information with particular care and only share it where necessary for their care, safety and wellbeing, or where the law requires us to.

Our website, enquiry forms and job application forms are intended for use by adults.

8. Marketing

We may use your contact details to:

• Follow up on your enquiry by phone or email, for example to check whether you still need support.

• Send you email newsletters and information about our services, where you have agreed to receive them or where the law otherwise allows.

• Show you adverts for AMG on Google and on social media platforms such as Facebook, Instagram and LinkedIn, where you have agreed to marketing cookies, or where you have consented to us using your details for this purpose.

We never sell your personal information or share it with other organisations for their own marketing.

You can opt out of marketing at any time by clicking the unsubscribe link in any marketing email, emailing info@amgnursing.com or calling us. You can withdraw consent for marketing cookies at any time using the cookie settings on our website.

9. Our website chat assistant

Our website includes a chat assistant, provided by Jotform, to help answer general enquiries. Messages you type into the chat assistant are processed by Jotform on our behalf and may be stored so that we can respond to you and improve the service. The chat assistant is not intended for health or medical information, so please do not share these details through it.

10. Call recording

Calls to and from our branches are recorded. Recordings are stored securely on servers in the UK and are kept for 90 days, after which they are deleted automatically. A recording may be kept for longer where it is needed for a complaint, safeguarding matter, investigation or legal claim.

11. CCTV at our head office

We operate CCTV at our head office, Rugby House, Brooms Road, Stone Business Park, Stone, ST15 0SH. Cameras cover the building entrances, the external grounds and car park, and internal office areas. Signs are displayed to let people know CCTV is in operation.

We use CCTV to:

• Keep our staff and visitors safe, including staff working late or alone.

• Protect our premises and property, including at night.

• Prevent, detect and investigate crime and other incidents.

Our lawful basis is our legitimate interests in security and safety. Cameras are positioned to capture only what is needed and avoid private areas such as toilets. Our system records video only, and does not record sound.

Footage is stored securely, and only authorised staff can view it. Every access is logged. Footage is kept for 30 days and is then automatically overwritten, unless it is needed to investigate an incident, a complaint, a safeguarding concern or a legal claim, in which case it is kept until that matter is resolved.

We may share footage with the police, our insurers or legal advisers where it is needed to investigate or prevent crime, or to deal with a claim. You can ask for a copy of footage that shows you by making a subject access request (see section 17). To help us find it, please tell us the date, approximate time and location. We may need to blur or obscure other people in the footage to protect their privacy.

12. Cookies

Cookies are small text files placed on your device when you visit a website. When you first visit our website, a cookie banner allows you to accept all cookies, reject all non-essential cookies or choose which categories you are happy with. You can change your choices at any time using the cookie settings link on our website.

We use the following categories of cookies:

• Strictly necessary cookies: needed for the website to work and to remember your cookie choices. These cannot be switched off.

• Platform analytics cookies: used by our website platform, Hostinger, to understand how the website is performing.

• Analytics cookies: we use Google Analytics to understand how visitors use our website, for example which pages are most popular. These include the ga and ga_ cookies, which last for up to 2 years.

• Marketing cookies: we use Google Ads, including the gclau cookie which lasts for 90 days, to measure the effectiveness of our adverts and to show relevant adverts to people who have visited our website.

Some pages include content from other services, such as embedded YouTube videos, Jotform forms and our Jotform chat assistant. These services may set their own cookies, which are covered by their own privacy and cookie policies.

Analytics and marketing cookies are only used where you have given consent. You can also control or delete cookies through your browser settings, although this may affect how some parts of the website work.

13. Who we share your information with

We only share your information where necessary, and only the minimum needed for the purpose.

Service providers

We use trusted suppliers to help us run our services. They act on our instructions under written contracts and must keep your information secure. They include providers of:

• Website hosting (Hostinger).

• Online forms and our website chat assistant (Jotform).

• Website analytics and advertising (Google).

• Email, document storage and IT services.

• Our customer relationship management (CRM) system.

• Our secure care management, rostering and visit monitoring systems.

• HR, payroll, pension and training systems.

• Telephony and call recording.

• IT support, professional advisers, auditors and insurers.

A list of our main service providers is available on request.

Other organisations

Information from enquiries is used internally only. Once someone becomes a client, we may share relevant information with:

• Local authorities, Integrated Care Boards and NHS organisations that fund or arrange care.

• GPs, hospitals, district nurses, pharmacies, therapists and other professionals involved in care.

• Case managers, solicitors, deputies and insurers involved in arranging or funding care, where appropriate.

• Family members and representatives, where the client agrees or where there is a legal basis to do so.

We may also share information where we are required or permitted to by law, for example with:

• The Care Quality Commission and other regulators.

• Local authority safeguarding teams, where we have concerns about someone's safety.

• HM Revenue & Customs, pension providers and the Disclosure and Barring Service, in relation to staff.

• The Nursing and Midwifery Council, where relevant.

• The police, courts and other bodies where the law requires it, or to prevent or detect crime.

• The ICO, if needed to respond to a complaint or investigation.

14. International transfers

We aim to keep personal information in the UK. Some of our service providers, including Jotform and Google, are based in or store information in the United States. Where information is transferred outside the UK, we make sure it is protected by appropriate safeguards, such as the UK Extension to the EU-US Data Privacy Framework (where the recipient is certified), or the UK International Data Transfer Agreement or Addendum. You can contact us for more information about these safeguards.

15. How long we keep your information

We only keep personal information for as long as we need it. Our standard retention periods are:

• Enquiries that do not lead to care: 12 months from the date of the enquiry.

• Home care survey responses: 12 months.

• Unsuccessful job applications: 6 months after the recruitment decision. If you ask us to keep your details for future roles, we will keep them for up to 12 months.

• Adult client care records: 8 years after care ends, or 8 years after death.

• Children's care records: until the child's 25th birthday, or their 26th birthday if they were 17 when care ended, or 8 years after death if earlier.

• Staff records: 6 years after employment ends.

• Call recordings: 90 days.

• Head office CCTV footage: 30 days.

• Marketing contacts: until you unsubscribe, or 2 years after our last contact with you.

These periods follow the NHS Records Management Code of Practice and recognised good practice. We may keep information for longer where we are legally required to, or where it is needed for a complaint, safeguarding matter, investigation or legal claim. When information is no longer needed, it is securely deleted or destroyed.

16. Keeping your information secure

We take appropriate technical and organisational measures to protect your information against loss, misuse and unauthorised access. These include:

• Cyber Essentials certification.

• Access controls, so staff can only see the information they need for their role.

• Encryption and secure systems for storing and sending information.

• Regular data protection and confidentiality training for all staff.

• Written contracts with our service providers requiring them to protect your information.

If a data breach occurs that is likely to put you at risk, we will tell you and the ICO where the law requires us to.

17. Your rights

You have the following rights over your personal information:

• Right of access: to ask for a copy of the information we hold about you (a "subject access request").

• Right to rectification: to ask us to correct information that is inaccurate or incomplete.

• Right to erasure: to ask us to delete your information in certain circumstances.

• Right to restrict processing: to ask us to limit how we use your information in certain circumstances.

• Right to object: to object to us using your information where we rely on legitimate interests, and to object to direct marketing at any time.

• Right to data portability: to ask us to transfer information you gave us to another organisation, in certain circumstances.

• Right to withdraw consent: where we rely on your consent, you can withdraw it at any time.

• Rights relating to automated decision making: we do not make decisions about you based solely on automated processing.

Some rights do not apply in every situation. For example, we may need to keep care records for the periods required by law and professional guidance, even if you ask us to delete them.

To exercise any of these rights, please contact us using the details in section 3. We may need to confirm your identity before responding. We will respond within one month, although this may be extended by up to two further months for complex requests, in which case we will let you know. There is usually no charge.

If you are making a request on behalf of someone else, we will need evidence that you have the authority to act for them, such as their written consent or a Lasting Power of Attorney.

18. Complaints

If you are unhappy with how we have handled your information, please contact our Data Protection Officer first, using the details in section 3, so we can try to put things right.

You also have the right to complain to the Information Commissioner's Office:

• Website: ico.org.uk/make-a-complaint

• Phone: 0303 123 1113

• Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

19. Changes to this policy

We review this policy regularly and may update it from time to time. The latest version will always be available on our website, with the date it was last updated shown at the top.