Privacy Policy

Nyumbani Support Solutions ("we", "us", or "our") is committed to protecting your privacy and handling any personal and health information you share with us responsibly, securely, and transparently. This Privacy Policy explains how we collect, use, share, and protect information when you visit our website or engage our care services.

By using our website or requesting our services, you agree to the terms of this Privacy Policy. If you do not agree, please do not use our website or submit personal information through it.

1. Information We Collect

We collect information in the following ways:

• Information you provide directly: When you complete our contact form, you may provide your name, phone number, email address, city, and a description of the care situation you are enquiring about.
• Care assessment information: When you arrange a care assessment — by phone, in person, or via form — we collect information about the care recipient's medical situation, diagnoses, medications, household, and care preferences.
• Communications: Records of email correspondence, notes from phone calls, and any documents or records shared with us as part of care coordination.
• Website usage: We may collect standard website analytics data such as pages visited, browser type, and general location. We do not currently use cookies for advertising or tracking.

2. How We Use Your Information

We use the information we collect to:

• Respond to your enquiries and provide the care services you have requested
• Conduct care assessments and build personalised care plans
• Coordinate with caregivers, nurses, and equipment providers on your behalf
• Communicate updates, care reports, and important information to the nominated family contact
• Improve our services, processes, and website based on aggregate usage patterns
• Meet our legal obligations as a care service provider in Kenya

We do not use your information for advertising, marketing to third parties, or any purpose unrelated to delivering your care.

3. Health Information & Care Records

As an in-home care service, we necessarily collect sensitive health information about clients in our care. This includes medical diagnoses, medication lists, clinical notes from nursing visits, vitals records, wound care documentation, and care plan updates.

We treat all health information as strictly confidential. Access is limited to the specific caregivers and coordinators directly involved in the client's care. Health records are maintained securely and are not shared externally except as described in Section 4 below. We retain care records for the period necessary to deliver the care plan and for a reasonable period thereafter for continuity and legal compliance.

4. Sharing With Caregivers and Partner Services

To deliver care, we share relevant information with:

• Our caregiving team: Nurses and caregivers assigned to your care plan receive the specific clinical information needed to deliver safe, appropriate care.
• Treating physicians and hospital teams: Where clinically necessary — for example, escalating a concern or reporting vitals to the discharging hospital — we share relevant information with the treating medical team. We will always seek family consent for routine information sharing with providers.
• Equipment suppliers: Delivery address and relevant setup requirements may be shared with equipment providers to complete delivery and setup.

We do not sell, rent, or share your information with any third party for commercial purposes.

5. Your Choices

You have the right to:

• Request access to the personal information we hold about you or your loved one
• Request correction of any inaccurate information in our records
• Request deletion of your information, subject to our legal and care-continuity obligations
• Withdraw consent for information sharing in specific situations — please contact us to discuss

To exercise any of these rights, email us at info@nyumbanisupportsolutions.com.

6. Data Retention

We retain personal information for as long as is necessary to provide our services and meet our legal obligations. For active care clients, records are retained throughout the care engagement. After a care plan concludes, we retain records for a minimum of five years for continuity, legal compliance, and quality assurance purposes. Website enquiry data is retained for a reasonable period to follow up on requests.

7. Security

We take reasonable technical and organisational measures to protect your information from unauthorised access, loss, or disclosure. These include restricted access controls, secure email practices, and physical security for any paper records. However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

8. Children

Our services are intended for adult clients and their families. We do not knowingly collect personal information from children under 18 as primary service users. If a minor is a care recipient, information is collected and managed through a designated adult family contact.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The effective date at the top of this page will be updated when changes are made. We encourage you to review this page periodically. Continued use of our services after a change constitutes acceptance of the updated policy.

10. Contact Us

If you have any questions about this Privacy Policy, or how your information is handled, please contact us:

Nyumbani Support Solutions
Email: info@nyumbanisupportsolutions.com