Privacy Policy

Introduction

Havenwell is committed to protecting the privacy and personal information of residents, their families, and anyone who interacts with our residential care services. This Privacy Policy explains how we collect, use, protect, and share personal data in accordance with applicable Thai data protection laws and international standards.

By using our services or visiting our premises, you consent to the practices described in this policy. We encourage you to read this document carefully and contact us with any questions at [email protected].

Information We Collect

We collect personal information that is necessary to provide quality residential care services and maintain our facilities. The types of information we collect include:

Personal Identification Information

Full name, date of birth, gender, national identification number, contact information including address, telephone numbers, and email addresses, emergency contact details, and family member information.

Health and Medical Information

Medical history, current health conditions, medication information, dietary requirements and allergies, mobility and physical capabilities, cognitive status assessments, healthcare provider information, and medical appointment records.

Care-Related Information

Daily care observations, activities participation records, behavioral notes, social interaction patterns, preferences regarding routines and activities, and family communication logs.

Financial Information

Payment information, billing addresses, insurance details if applicable, and financial arrangements for care services.

Website and Communication Data

When you visit our website or contact us, we may collect your IP address, browser type, pages visited, time and date of access, inquiry details, and correspondence records.

How We Collect Information

We collect personal information through various methods:

• Directly from residents and their families during intake assessments and ongoing care
• Through contact forms and inquiries submitted via our website
• From healthcare providers with appropriate consent
• Through daily care observations and documentation by our staff
• Via cookies and similar technologies on our website (see Cookie Policy for details)
• Through video calls, phone conversations, and email communications

Legal Basis for Processing

We process personal data based on the following legal grounds:

• Consent: You have given clear consent for us to process your personal data for specific purposes related to care services
• Contract: Processing is necessary to fulfill our residential care service agreement with you
• Legal obligation: Processing is required to comply with Thai healthcare and safety regulations
• Vital interests: Processing is necessary to protect the life or physical safety of residents
• Legitimate interests: Processing is necessary for our legitimate business operations, provided it does not override your rights and freedoms

How We Use Your Information

We use collected personal information for the following purposes:

• Providing residential care services and developing individualized care plans
• Monitoring health status and coordinating with healthcare providers
• Managing medications, dietary needs, and daily activities
• Communicating with families regarding resident well-being and care updates
• Processing payments and maintaining financial records
• Responding to inquiries and providing information about our services
• Improving our care programs and facility operations
• Complying with legal and regulatory requirements
• Ensuring safety and security of residents and staff
• Analyzing service quality and satisfaction levels

Data Sharing and Disclosure

We maintain strict confidentiality regarding resident information. We may share personal data only in the following circumstances:

Healthcare Providers

We share relevant medical information with doctors, hospitals, and specialists involved in a resident's care, with appropriate consent.

Authorized Family Members

We communicate care-related information to family members and emergency contacts as designated by the resident.

Service Providers

We may share limited information with trusted third-party service providers who assist with billing, IT services, facility maintenance, or other operational needs. These providers are contractually obligated to maintain confidentiality.

Legal Requirements

We may disclose information when required by Thai law, court orders, or government authorities, or to protect the safety and rights of residents, staff, or others.

We do not sell, rent, or trade personal information to third parties for marketing purposes.

Data Security

We implement comprehensive security measures to protect personal information from unauthorized access, alteration, disclosure, or destruction:

• Physical security measures including restricted access to care records
• Digital security including password protection and encryption for electronic records
• Staff training on privacy and confidentiality requirements
• Regular security assessments and updates to our systems
• Secure disposal procedures for physical and electronic records
• Limited access to personal information on a need-to-know basis

While we take reasonable precautions, no security system is completely secure. We cannot guarantee absolute security of information transmitted or stored electronically.

Data Retention

We retain personal information for as long as necessary to fulfill the purposes outlined in this policy and as required by Thai law:

• Medical Records: Retained for at least 10 years following the end of care services, as required by Thai healthcare regulations
• Financial Records: Retained for 7 years for tax and accounting purposes
• Inquiry Records: Retained for 2 years or until inquiry is resolved
• Website Usage Data: Retained for 12 months unless longer retention is necessary

After retention periods expire, we securely destroy or anonymize personal information in accordance with our data disposal procedures.

Your Rights

Under Thai data protection law, you have the following rights regarding your personal information:

• Right to Access: You may request copies of your personal information we hold
• Right to Rectification: You may request correction of inaccurate or incomplete information
• Right to Erasure: You may request deletion of your personal data in certain circumstances
• Right to Restrict Processing: You may request that we limit how we use your information
• Right to Data Portability: You may request transfer of your data to another organization
• Right to Object: You may object to certain types of processing, such as direct marketing
• Right to Withdraw Consent: Where processing is based on consent, you may withdraw it at any time

To exercise any of these rights, please contact us at [email protected]. We will respond to your request within 30 days. Please note that certain rights may be limited by legal obligations to retain information or continue processing for care provision.

Cookies and Website Technology

Our website uses cookies and similar technologies to enhance your browsing experience and analyze site usage. For detailed information about our use of cookies, including how to manage your preferences, please refer to our Cookie Policy.

Children's Privacy

Our services are designed for adults aged 18 and older. We do not knowingly collect personal information from individuals under 18 years of age. If we become aware that we have inadvertently collected information from someone under 18, we will take steps to delete such information promptly.

International Data Transfers

Your personal information is primarily stored and processed in Thailand. If we need to transfer information outside of Thailand for any reason, we will ensure appropriate safeguards are in place to protect your data in accordance with Thai data protection standards.

Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. We will notify you of significant changes by posting the updated policy on our website with a new "Last Updated" date. We encourage you to review this policy regularly to stay informed about how we protect your information.

Contact Information

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

Complaints

If you believe we have not handled your personal information properly or have not addressed your concerns adequately, you have the right to lodge a complaint with the Personal Data Protection Committee of Thailand or other relevant supervisory authority.