HelpFall Privacy Policy

Our contact details

Felgains Ltd, 33 Knightsdale Road, Ipswich, IP1 4JJ

01473 741144

[email protected]

Data Protection Officer: Brett Marshall, [email protected] 

Please find our Privacy Policy for the HelpFall Web Application detailed below.

The type of personal information we collect

We currently collect and process the following information:

  • Organisation name and address, employee names and contact details
  • Special category health data including:
    • Pseudonymised unique client references
    • Date, time and location of fall
    • Suspected cause of fall
    • Details of injuries and/or symptoms
    • Clinical observations (where applicable) such as blood pressure
    • Actions taken by care staff following the fall

We collect only the minimum data we require to provide the services outlined below.

How we get the personal information and why we have it

The personal information we process is provided to us directly by you by:

  • Opening an account
  • Responding to customer surveys
  • Contacting us
  • Completing a HelpFall Assessment Report

We use the information that you have given us in order to:

  • Create and manage your account with us
  • Provide products and services to you
  • Improve our services

We use a third party service provider to support our HelpFall Web Application, including for application development and data hosting. This service provider is prohibited from using your data except for these purposes and is required to meet our privacy and data protection standards.

We do not share individual data with any other third party, although where an Integrated Care Board (ICB) provides the HelpFall Web Application alongside patient lifting equipment to care homes in their commissioning area, we use the data collected to provide the ICB with quantitative data (summary data) such as the number of falls, number of ambulance call outs and cost savings, where agreed contractually. No personally identifiable information is shared by Felgains.

We may also aggregate data and present statistics and insights from it to interested parties, but only where an individual cannot be identified from the aggerate data set.

Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are:

6 (1) (a) Consent:

Article 6(1)(a) permits you to process category 6 data items if: “the data subject has given consent to the processing of his or her personal data for one or more specific purposes”

For special category data items:

9 (2) (a) Explicit Consent

Article 9(2)(a) permits you to process special category if: “the data subject has given explicit consent to the processing of those personal data for one or more specified purposes”.

Consent for both Article 6 data items and Article 9 data items is gained when the data subject commences their care at the care organisation using the HelpFall Web Application.

You can withdraw your consent at any time – see ‘Your data protection rights’.

Other legitimate interests are as follows:

  • To comply with our contractual obligations (i.e., provide the service)
  • To comply with our legal obligations (including tax and revenue record keeping, health & safety compliance)
  • In the event of any legal claims arising out of the services we provide
  • To ensure the products and services that we are supplying are suitable for you

If the purpose of our data collection changes, this policy will be updated and, depending on the nature of the changes, we understand we may need to re-obtain your consent.

How we store your personal information

We use a variety of security technologies and procedures to help protect your information from unauthorised access, use or disclosure. Your data we collect and process when you complete a HelpFall Assessment Report is encrypted in transit and at rest. Data is securely stored in cloud servers.

Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to us over the internet, and any such transmission is at your own risk.

How long we keep information we collect about you depends on the type of information and how we collect and store it:

  • Data hosted by our third party service provider is deleted after 60 days
  • We keep special category data for 5 years. We will then securely delete your personally identifiable information, unless we have an ongoing legitimate interest not to do so (for example, to comply with legal obligations or resolve disputes)
  • We keep anonymized data for statistical purposes indefinitely

Your data protection rights

Under data protection law, you have rights including:

 Your right of access – You have the right to ask us for copies of your personal information.

 Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

 Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.

 Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.

 Your right to object to processing – You have the right to object to the processing of your personal information in certain circumstances.

However, there are certain processing activities which you cannot opt out of if we are to provide the services outlined above. For example, we have to process your data to produce your reports. If you do not consent to us processing your data in this way, please send us an email to [email protected] to discuss.

 Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you. Please contact us at [email protected] if you wish to make a request.

How to complain

If you have any knowledge of a child accessing the app and providing personal data, without parental consent, you can report it to us by sending an email to [email protected] or write to us at Felgains Ltd, 33 Knightsdale Road, Ipswich, IP1 4JJ.

If you have any concerns about our use of your personal information, you can make a complaint to us by sending an email to [email protected] or write to us at Felgains Ltd, 33 Knightsdale Road, Ipswich, IP1 4JJ.

You can also complain to the ICO if you are unhappy with how we have used your data.

The ICO’s address:           

Information Commissioner’s Office

Wycliffe House

Water Lane




Helpline number: 0303 123 1113

ICO website:



Updated 10.03.23

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