Privacy Policy

1. Who we are

Aviora provides a care management system for UK home and domiciliary care agencies. The system covers clients, employees, care plans, visits, concerns, and an Android app for employees.

Contact: info@avioraportal.com

2. Two different roles

On this website, Aviora decides how enquiry information is used. For that information, we are the controller.

Inside an agency's portal, the agency decides why care and staff records are used. The agency is the controller. Aviora stores and operates the system on the agency's instructions. For those records, we are the processor. People who receive care, and the agency's staff, should use the agency's own privacy notice for questions about their records.

3. Information on this website

If you email us or message us on WhatsApp, we may hold:

• Your name, email address, phone number, and the content of your message.
• Basic technical information your browser sends, such as an IP address, so the site can be served securely.

We use this to reply, prepare a quote, and keep a record of the conversation. We do not sell enquiry details, and this site does not use advertising cookies or a family login.

4. Information in the care system

Depending on how the agency uses the system, it can include:

• Client details, care plans, visit notes, reviews, and safeguarding or concern records.
• Employee details needed to assign and complete visits.
• Account information so each person can sign in to that agency's system.

Care plans, health information, and visit notes about people receiving care are special category data under UK data protection law. The agency must have its own reason for recording them. We process them only to provide the system the agency has asked for.

5. Visit location

The employee app records location when a visit starts and when that visit ends. The purpose is to show that the visit took place at the client's home. The app does not track a carer between visits or while they are off duty.

• Location is stored with that visit, in that agency's own database. It is not a separate movement history.
• The agency should tell staff about this in its privacy notice, contract, or handbook before they use the app.
• GPS can fail indoors. A missing location is not, by itself, proof that a visit did not happen.
• Location is not used to follow carers outside a visit.

6. Where data is kept

• Each agency has its own system and its own database. One agency's records are not stored in a database shared with other agencies.
• The database is hosted in the United Kingdom.
• Our UK hosting provider is a sub-processor. We can provide the agency with the current list of sub-processors in the Data Processing Agreement.
• We do not offer a family portal. Relatives do not get access to care records through Aviora.

7. How long information is kept

Website enquiries are kept for as long as we need them to respond and to keep a record of the commercial conversation, then deleted or reduced to the minimum still needed.

Care records are kept for the period the agency sets. Care records are often retained for several years after care ends. When an agency leaves, it can ask for a copy of its data and for its environment to be removed.

8. Security

Access to an agency's system is limited to that agency. The service is provided over encrypted connections. We do not claim certifications we do not hold, such as Cyber Essentials, DSPT, or ISO 27001.

If we become aware of a breach affecting an agency's records, we tell that agency without undue delay so it can meet its own duties, including any report to the ICO.

9. Your rights

For a website enquiry, you can ask us for access, correction, or deletion by emailing info@avioraportal.com. You can also complain to the Information Commissioner's Office at ico.org.uk.

For a care record, contact the agency. The agency is the controller. We help the agency respond to requests to access, correct, export, or delete data where we hold it for them.

10. Children

This website is written for care agencies, not for children. The care system may store records about clients of any age, including children, because the agency provides their care. Those records remain under the agency's control.

11. ICO registration

UK organisations that handle personal data generally need to pay a data protection fee to the ICO. We help an agency prepare that registration. This page is not a statement that the agency, or Aviora, is already registered.