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Surveys Privacy Notice

Who we are?

Virgin Care is a provider of health and care services in England, mostly on behalf of the NHS and local authorities (known as local councils).

Virgin Care is made up of different legal entities, details of which can be found here.  This privacy notice is issued on behalf of the services within Virgin Care Group.  Virgin Care Limited is responsible for administering The Citizen’s Panel and this website .

We run the Citizens’ Panel across England, specifically in those areas where we run services and have been asked by the commissioners to introduce specific improvements either to serve more people, save the NHS money or introduce new innovations which improve the experience for communities.

You can find out more about Virgin Care at

What information is being collected?

With your consent and only when you take part in a survey, we’ll collect information about your opinions which may include your experiences of using our services or health and care services more generally. From survey to survey, the exact nature of the information will change.

Unless you chose to provide us with it, taking part in a survey will not require you to give us any information about you. Where we ask you for your name or contact details, we will clearly explain what we will use this for and it will always be optional to provide it.

Who is collecting the information about you?

We take the utmost care when handling your personal and confidential information and ensure that we have appropriate organisational and technical security measures in place to prevent unauthorised access, accidental damage, destruction or loss.

We use survey software called Smart Survey, provided by SmartSurvey Ltd, to run our surveys.

Smart Survey store all of the data you provide them with on serves based within the European Union, and collect no personal identifiable information about you except when you provide the information on a voluntary basis when taking part in a survey.

Smart Survey are ISO27001 certified and fully compliant with the internationally recognised standard for the information security management system (ISMS).

How is the information about you being collected?

The information we collect is limited to that you voluntarily enter into the paper or online survey you’re taking part in. Smart Survey will also store your IP address alongside your responses, and cookies are used to track your progress through the survey.

How will the information you give us be used?

We’ll tell you the exact details on the front page of each survey, before you provide us with any information.  Information you provide us with in surveys will be used to improve the services we run and to inform transformation projects.

How long will your information be stored?

We will retain the information you give us until you ask us to delete it.

Who will we share your information with?

We will share information you give us in the survey with the people running the project (colleagues within Virgin Care and partner organisations), our commissioners (usually an NHS CCG or local authority) and we will publish a summary online.

We will always check through information we are sharing and remove any personal or identifiable information you may have volunteered.

We will never share your contact details or personal information with anyone outside of Virgin Care unless you give us your explicit consent.

If you want to know more about your rights or wish to complain

If you want to know more about your rights under UK Data Protection Laws, or wish to make a complaint to our data protection officer you can find more information and  contact details on our website at

If you are still not happy with the way we have handled your information or rights under Data Protection Laws, you can contact the Data Protection Regular

If you want to opt out

If you want us to delete your response to a survey we will only be able to do this if we have asked you for, and you have provided us with, your personal information. You should email us: with your request, providing the name of the survey you took part in.