Request deletion of your data

Which app this covers

This page explains how to request deletion of data held in CareSolve, the care management app published by CareSolve Ltd. It covers the CareSolve mobile app for care workers, the CareSolve web application, and the family and client portals.

CareSolve is issued to care workers by the care provider that employs them. Accounts cannot be created inside the app, which affects who is able to action a deletion request — see below.

How to request deletion

Follow whichever of these applies to you. We reply to every request within one month, as UK data protection law requires.

Step 1 — Contact the care provider first, if you have one

If you are a care worker, a person receiving care, or a family member, your records sit inside your care provider's account. That provider is the data controller and decides what can be erased, so contact them directly — usually their office manager or registered manager. They can delete records themselves inside CareSolve.

Step 2 — Email us

If you cannot reach the provider, if they are no longer trading, or if your request is about data CareSolve Ltd holds in its own right, email privacy@caresolve.co.uk with the subject line "Data deletion request". Include your full name, the email address you used to sign in, and the name of the care provider if you know it. We may need to verify your identity before acting, so that we do not disclose or destroy someone else's records.

Step 3 — We confirm what was removed

We will tell you what has been deleted, what has been retained, and the reason for retaining anything. If we cannot delete something you have asked us to, we will explain why and tell you how to challenge that.

What is deleted

On a valid request, the following are erased from our live systems and removed from routine backups on the next backup cycle:

• Your user account, sign-in credentials, and any two-factor authentication settings.
• Your profile details, including name, work email address, and role assignments.
• Device push notification tokens registered by the mobile app.
• Any locally cached data on your device, which is cleared when you sign out or uninstall the app.
• Messages you sent through the app, where deleting them does not break a care record another person relies on.
• Photographs you uploaded that are not part of a care or safeguarding record.

What is kept, and why

Some records cannot be deleted on request. UK health and social care providers are legally required to retain care documentation, and erasing it would prevent them meeting obligations to regulators, to safeguarding authorities, and to the people they care for. The right to erasure does not override those duties.

• Care delivery records: visits, care notes, tasks, and check-in and check-out records.
• Medication administration records (eMAR), including controlled drug entries.
• Incidents, safeguarding referrals, complaints, and the investigations arising from them.
• Employment records where the provider must keep them, such as right to work checks, training, supervisions, and timesheets used for payroll.
• Audit logs recording who changed what and when, which exist precisely so that they cannot be rewritten after the fact.
• Invoicing and payment records we must keep for accounting and tax purposes.

Retained records are kept for as long as the care provider's own retention schedule and its legal obligations require, and are then deleted. Adult social care records generally have to be held for a substantial period after care ends. Your care provider sets those periods; we can confirm the schedule applied to your account on request.

Where a record must be retained but no longer needs to identify you, we will restrict access to it rather than keep it in general circulation.

If a care provider closes its account

When a provider stops using CareSolve, its data is deleted or returned to it, other than anything we are separately required to retain by law. The provider remains responsible for keeping care records for the period its own regulator requires, so it will normally take an export before closing.

Contact

Deletion requests and any questions about this page: privacy@caresolve.co.uk.

If you are unhappy with how we handle your request, you can complain to the Information Commissioner's Office at ico.org.uk, though we would appreciate the chance to put it right first.