Website Privacy & Cookies Policy

EM Response Ltd  ·  Last reviewed: 7 July 2026  ·  Version 1.0

This Website Privacy & Cookies Policy explains how EM Response Ltd collects, uses and protects information when you use our website.

This policy applies to visitors to our website, people who contact us through online forms, people who make enquiries, applicants who access recruitment links, clients who request information, and users who access login pages or portals through the website.

This policy should be read alongside our Patient Privacy Notice and Subcontractor & Applicant Privacy Notice where relevant.

1. Who we are

Organisation: EM Response Ltd
Company number: 14396616
Registered office: Arena Building 100 Berkshire Place, Wharfdale Road, Winnersh, United Kingdom, RG41 5RD
Registered in: England and Wales
ICO registration number: ZC199288
Data protection contact: [email protected]

For data protection purposes, EM Response Ltd is usually the data controller for personal information collected through this website, unless stated otherwise.

2. Information we may collect through the website

Depending on how you use the website, we may collect:

• name
• organisation name
• email address
• phone number
• event enquiry details
• message content submitted through forms
• recruitment/application information if you apply through the website
• technical information such as IP address, browser type, device type and approximate location
• website usage information, such as pages visited and referral source
• login and security information if you access a portal
• cookie preferences

We only collect information that is necessary for the purpose for which it is provided or for the safe and secure operation of the website.

3. How we use website information

We may use information collected through the website to:

• respond to enquiries
• provide information about our services
• manage event medical cover enquiries
• manage recruitment and onboarding links
• provide access to secure portals
• maintain website security
• detect and prevent misuse
• understand how the website is used
• improve website content and functionality
• comply with legal and regulatory obligations

We do not sell personal information.

4. Lawful basis for processing

Depending on the circumstances, we may rely on:

• legitimate interests, such as responding to enquiries, operating our website and maintaining security
• contract or steps before entering into a contract, such as responding to service enquiries or recruitment applications
• legal obligation, where we are required to keep or disclose information
• consent, where you choose to receive optional communications or accept non-essential cookies

Where consent is used, you can withdraw it at any time.

5. Website contact forms

If you submit a contact form, booking enquiry or message through the website, we will use the information you provide to respond to your enquiry and manage any related follow-up.

Please do not submit urgent medical information through the website. In an emergency, call 999.

6. Recruitment and portal links

The website may provide access to recruitment, onboarding, staff, client or operational portals.

These portals may involve separate privacy information depending on the type of data being processed. Staff and applicants should also read the Subcontractor & Applicant Privacy Notice.

Portal access may be logged for security and audit purposes.

7. Cookies and similar technologies

Cookies are small text files placed on your device when you visit a website. Similar technologies may also be used to store or access information on your device.

We use cookies and similar technologies to:

• make the website work properly
• keep the website secure
• remember cookie preferences
• understand website usage, where analytics cookies are enabled
• improve the website

8. Types of cookies we use

Strictly necessary cookies

These cookies are needed for the website to function and cannot usually be switched off. They may be used for:

• security
• page navigation
• form submission
• login sessions
• remembering cookie preferences

These cookies do not require consent where they are essential to provide the website or service requested by the user.

Analytics cookies

These cookies help us understand how visitors use the website, such as which pages are visited and whether users encounter errors.

Analytics cookies should only be used where you have consented to them, unless they fall within a specific legal exemption.

Marketing cookies

We do not currently intend to use marketing cookies unless stated in the cookie banner or cookie settings.

If marketing cookies are introduced, they must not be set unless the user has given consent.

Third-party cookies

Some website features may use third-party services, such as embedded maps, videos, analytics, security tools or external booking forms. These third parties may set cookies or collect technical information.

Where possible, non-essential third-party cookies should only load after consent.

9. Cookie consent

When you first visit our website, you may be shown a cookie banner or cookie settings tool.

You should be able to:

• accept non-essential cookies
• reject non-essential cookies
• manage cookie preferences
• change or withdraw consent later

Non-essential cookies should not be set unless you have actively consented.

10. Managing cookies

You can manage cookies through:

• the website cookie settings tool, where available
• your browser settings
• your device settings

Blocking some cookies may affect how the website works, especially login or security features.

11. Cookies we use

This website does not set any first-party tracking or analytics cookies. The only cookies that may be stored are listed below, and only when you take a specific action — such as accepting cookies, playing the embedded video, or submitting a form.

12. Who we may share website information with

Where necessary, we may share information with:

• website hosting providers
• IT support providers
• email providers
• analytics providers, where enabled
• security providers
• professional advisers
• regulators or public authorities where required by law

We only share information where there is a valid reason and appropriate safeguards are in place.

13. How long we keep website information

We keep website information only for as long as necessary.

Typical retention may include:

• contact enquiries: retained for as long as needed to manage the enquiry and related business records
• recruitment enquiries: handled in line with the Subcontractor & Applicant Privacy Notice
• security logs: retained for a limited period for security and audit purposes
• cookie consent records: retained for as long as necessary to evidence consent preferences

Retention periods may vary depending on the nature of the enquiry, legal requirements and company policy.

14. Security

We take reasonable steps to protect website information, including:

• HTTPS encryption
• access controls
• secure hosting
• security monitoring
• restricted administrative access
• software updates
• audit logging where appropriate

No website can be guaranteed completely secure, but we use appropriate technical and organisational measures to protect personal information.

15. International transfers

Some website or IT service providers may process information outside the UK.

Where this happens, we will take steps to ensure appropriate safeguards are in place, such as adequacy regulations or approved contractual protections where required.

16. Your rights

Under data protection law, you may have rights including:

• the right to be informed
• the right of access
• the right to rectification
• the right to erasure in certain circumstances
• the right to restriction of processing
• the right to object in certain circumstances
• the right to withdraw consent where processing is based on consent
• the right to complain

These rights are not absolute and depend on the circumstances.

17. Contact us

For questions about this policy or how we use website information, contact:

Data protection contact: [email protected]

Postal address:
EM Response Ltd
Arena Building 100 Berkshire Place
Wharfdale Road
Winnersh
United Kingdom
RG41 5RD

18. Complaints

If you are unhappy with how we handle your personal information, please contact us first so we can try to resolve the matter.

You also have the right to complain to the Information Commissioner’s Office.

Information Commissioner’s Office
Website: https://ico.org.uk
Telephone: 0303 123 1113

19. Changes to this policy

We may update this Website Privacy & Cookies Policy from time to time. The latest version will be made available on our website.

Patient Privacy Notice

EM Response Ltd  ·  Last reviewed: 7 July 2026

1. Who we are

EM Response Ltd is an event medical and operational support provider.

Organisation: EM Response Ltd
Company number: 14396616
Registered office: Arena Building 100 Berkshire Place, Wharfdale Road, Winnersh, United Kingdom, RG41 5RD
ICO registration number: ZC199288
Data protection contact: [email protected]

For the purposes of data protection law, EM Response Ltd is usually the data controller for the patient records we create when providing care or support, unless a specific contract states otherwise.

2. What information we collect

Depending on the situation, we may collect and record:

• your name
• date of birth or age
• address
• contact details
• emergency contact or next of kin details
• event/location details
• incident details
• clinical observations
• symptoms or presenting complaint
• medical history
• allergies
• medication information
• assessment findings
• treatment, care or advice provided
• medicines administered or supplied
• consent, refusal or capacity-related information
• safeguarding concerns
• welfare concerns
• onward referral or conveyance details
• handover information
• signatures or declarations
• CAD/incident log references
• staff members involved in your care
• date, time and location of contact

We record information in electronic patient report forms, minor treatment records, advice line records, CAD logs, incident reports, safeguarding records or operational logs.

3. Why we use your information

We use patient information to:

• provide safe care, assessment, advice, treatment or welfare support
• create accurate clinical and operational records
• support handover to NHS services, ambulance services, hospitals, GPs or other healthcare providers where required
• manage safeguarding concerns
• manage incidents, complaints, concerns and investigations
• meet legal, regulatory, insurance and governance responsibilities
• audit and improve the quality and safety of our services
• support event medical planning and post-event reporting
• protect patients, staff, clients and members of the public

We do not use patient information for marketing.

4. Lawful basis for using your information

We process personal information under UK data protection law where it is necessary and lawful to do so.

Depending on the situation, our lawful basis may include:

• vital interests, where information is needed to protect someone’s life or safety
• legitimate interests, where we need to keep records and manage safe event medical services
• legal obligation, where we are required to keep or share information by law
• public task / public interest, where relevant to safeguarding, emergency response or public safety
• contract, where services are provided under an agreement with an event organiser or client

Because patient information may include health information, which is special category data, we also rely on an additional condition under data protection law. This may include:

• provision of health or social care
• reasons of substantial public interest
• safeguarding of children and adults at risk
• establishment, exercise or defence of legal claims
• protection of vital interests

We do not usually rely on consent as the main lawful basis for keeping clinical records, because accurate records may still be required even where a person later withdraws consent or refuses care.

5. Who we may share information with

Where necessary and lawful, we may share relevant information with:

• NHS ambulance services
• NHS hospitals, urgent care centres or emergency departments
• GPs or other healthcare professionals
• event organisers, but only limited information where appropriate
• safeguarding teams
• local authorities
• police or emergency services where legally appropriate
• insurers or legal advisers
• regulators or public authorities where required
• our approved IT, hosting, software or document storage providers
• other medical providers involved in your care

We only share information where there is a valid reason to do so. We will not share more information than is necessary.

6. Event organiser reports

We may provide event organisers with anonymised or summary information after an event, such as:

• number of patient contacts
• number of minor injuries
• number of welfare cases
• number of referrals or transfers
• common presentation types
• operational learning points

We do not normally include identifiable patient information in client event reports unless there is a specific lawful reason.

7. How we store your information

Patient records may be stored securely in our electronic systems, including electronic patient report forms, CAD logs, incident reports and document storage systems.

We use appropriate technical and organisational measures to protect information, including:

• access controls
• role-based permissions
• secure login
• audit logs
• restricted access to patient records
• secure hosting
• backups
• staff confidentiality requirements
• information governance policies

Only authorised people with a legitimate need should access patient information.

8. How long we keep your information

We keep patient records only for as long as necessary for clinical, legal, insurance, safeguarding, governance and operational purposes.

Retention periods may vary depending on the type of record, the age of the patient, legal requirements, safeguarding considerations and company policy.

Our retention schedule is reviewed periodically. When records are no longer required, they will be securely deleted, destroyed or archived in accordance with company policy.

9. Your rights

Under data protection law, you may have rights including:

• the right to be informed about how your information is used
• the right to request access to your personal information
• the right to request correction of inaccurate information
• the right to request restriction of processing in certain circumstances
• the right to object to processing in certain circumstances
• the right to complain about how your information is handled

These rights are not absolute and may depend on the circumstances, particularly where records are required for legal, clinical, safeguarding or public safety reasons.

10. Requesting a copy of your record

You can request a copy of personal information we hold about you by contacting:

Email: [email protected]
Postal address: Arena Building 100 Berkshire Place, Wharfdale Road, Winnersh, United Kingdom, RG41 5RD

We may need to verify your identity before releasing information. If someone requests records on behalf of another person, we may require evidence of authority, consent, parental responsibility or legal entitlement.

11. Safeguarding and emergency situations

Where there is a safeguarding concern, risk of serious harm, medical emergency, public safety concern or legal requirement, we may share relevant information without consent where it is necessary and lawful to do so.

This may include sharing information with emergency services, safeguarding teams, healthcare providers, local authorities or police.

12. Children and young people

Where we provide care or support to children and young people, we may record relevant information about the child, parent, guardian or responsible adult.

Where appropriate, privacy information will be provided in a way that is understandable. Safeguarding and welfare concerns will be handled in line with our safeguarding procedures.

13. Complaints about how we use information

If you are unhappy with how we have handled your information, please contact us first so we can try to resolve the concern.

Data protection contact: [email protected]

You also have the right to complain to the Information Commissioner’s Office.

Information Commissioner’s Office
Website: https://ico.org.uk
Telephone: 0303 123 1113

14. Updates to this notice

We may update this privacy notice from time to time. The latest version will be available on our website or by request.

Website: www.emresponse.uk