Privacy Policy

1. Introduction

Solace ("we," "us," or "our") is committed to protecting the privacy and personal data of our residents, their families, and visitors to our website. This Privacy Policy explains how we collect, use, store, and protect your personal information in accordance with Singapore's Personal Data Protection Act 2012 (PDPA).

This policy applies to all personal data collected through our website, contact forms, phone enquiries, and in-person interactions at our care home located at 7 Queenstown Road, Singapore 149050.

If you have questions about this policy, please contact us at [email protected].

2. Data We Collect

We collect personal data that you provide to us directly when you enquire about our services, visit our home, or submit a form on our website. This may include your name, email address, phone number, postal address, and any information you share regarding the care needs of your family member.

When you visit our website, we may also collect technical information such as your browser type, IP address, pages visited, and time spent on our site. This data is collected through cookies and similar technologies, as described in our Cookie Policy.

For residents and their families, we may additionally collect medical information, emergency contact details, dietary requirements, and other care-related data necessary for the provision of our services.

3. How We Use Your Data

We use personal data for the following purposes: to respond to your enquiries and provide information about our services; to deliver care services to residents, including medical coordination, meal planning, and activity scheduling; to communicate with families regarding their loved one's wellbeing; to improve our website and services; to comply with legal and regulatory obligations under Singapore law; and to send relevant information about our programmes, only with your consent.

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

4. Legal Basis for Processing

We process your personal data on the following legal grounds: your consent, which you may withdraw at any time; the performance of a contract when you engage our services; legitimate interests in improving our care and operations; and compliance with legal obligations, including health and safety regulations and MOH reporting requirements.

5. Data Sharing

We may share personal data with external medical professionals and specialists involved in a resident's care; government agencies and regulatory bodies as required by law, including the Ministry of Health; third-party service providers who assist with our operations, such as IT support and analytics providers, under strict data protection agreements; and emergency services when necessary for the safety of a resident.

All third-party service providers are bound by confidentiality obligations and are only permitted to use your data for the specific purposes we have engaged them for.

6. Data Protection Measures

We take the security of your personal data seriously. We implement appropriate technical and organisational measures, including encrypted data storage, access controls restricting data to authorised personnel only, regular security reviews of our systems, secure disposal of records that are no longer needed, and staff training on data protection responsibilities.

In the event of a data breach that may affect your rights, we will notify the Personal Data Protection Commission (PDPC) and affected individuals in accordance with PDPA requirements.

7. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected. Website enquiry data is retained for up to 24 months. Resident care records are retained for seven years following the end of care, as required by healthcare regulations. Marketing consent records are retained until consent is withdrawn.

When data is no longer required, it is securely deleted or anonymised.

8. Cookies

Our website uses cookies to improve your browsing experience and to analyse how visitors use our site. For detailed information about the types of cookies we use and how to manage your preferences, please refer to our Cookie Policy.

9. Your Rights

Under the PDPA, you have the right to access your personal data held by us; to request correction of any inaccurate or incomplete data; to withdraw your consent for data processing at any time; to request information about how your data has been used or disclosed within the past year; and to lodge a complaint with the Personal Data Protection Commission if you believe your data has been mishandled.

To exercise any of these rights, please contact our Data Protection Officer at [email protected]. We will respond to your request within 30 days.

10. Third-Party Links

Our website may contain links to external websites. We are not responsible for the privacy practices or content of those websites. We encourage you to read the privacy policies of any third-party site you visit.

11. Children's Privacy

Our services and website are intended for individuals aged 18 and above. We do not knowingly collect personal data from children under 18. If we become aware that we have collected such data, we will take steps to delete it promptly.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. Any updates will be posted on this page with a revised "Last Updated" date. We encourage you to review this policy periodically.

13. Contact Us

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

Data Protection Officer
Solace
7 Queenstown Road, Singapore 149050
Email: [email protected]
Phone: +65 6758 2914

Supervisory Authority: Personal Data Protection Commission (PDPC), Singapore — www.pdpc.gov.sg