Draft for review
This statement reflects the current Mantelzorg Zoetermeer service. Before publication, confirm Sophie’s supplier and hosting location, and the privacy contact. The final version should be reviewed by Samen ZoeterMeer Gezond’s privacy lead.
At a glance
Mantelzorg Zoetermeer helps caregivers find information, activities, local support and answers from the digital assistant Sophie. Most services can be used without an account. We only process personal data needed to operate the website, answer your question and safely improve the service.
- We do not sell personal data or use it for advertising.
- Do not share names, citizen service numbers, medical documents, exact addresses or unnecessary details with Sophie.
- You may always ask what data we hold and how we use it.
Who is responsible?
Vereniging Gezondheidsregio Zoetermeer, trading as Samen ZoeterMeer Gezond, is the controller for personal data processed through Mantelzorg Zoetermeer.
Zilverstraat 1
2718 RP Zoetermeer
Chamber of Commerce: 81919468
Email: info@gezondheidsregiozoetermeer.nl
Use this address for privacy questions or visit our contact page. We will add separate privacy officer or data protection officer details here if one is appointed.
When do we process personal data?
| Situation | Data | Purpose and legal basis |
|---|---|---|
| Website visit | IP address, date and time, requested page, browser and device data, and technical error or security information. | Operating and securing the website and resolving faults, based on our legitimate interest in a safe and reliable service. |
| Using the contact form | Name, email address, optional phone number, subject and message. | Handling your request and contacting you. The form asks for your consent. |
| Calling the local caregiver support service | The local partner determines what information is needed to provide telephone support. | You call a local partner directly. This is not a Mantelzorg Zoetermeer telephone service; the partner is responsible for data processed during the call. |
| Asking Sophie a question | Your question, recent conversation context, a technical session identifier, feedback and information needed to display suitable suggestions. | Providing the chat service you requested, monitoring safety and improving errors. |
| Cookie choices | Your preference, language and limited browser storage. With consent, a random visitor identifier may be used for aggregated statistics. | Remembering your choices and, only with consent, understanding use of the website. |
| Consenting to statistics | Through Google Analytics: pages visited, date and time, the website you came from, device and browser data, your approximate location (country or city) and a random cookie ID. Google uses your IP address to determine the approximate location and does not store it in Analytics. | Understanding how the website is used so we can improve it. Only with your consent, which you can withdraw at any time. |
Information about health, disability or care can be special-category data. Describe your situation in general terms and avoid making yourself or another person unnecessarily identifiable. Any processing of identifiable health data requires a valid GDPR exception, such as explicit consent.
Sophie and artificial intelligence
Sophie uses artificial intelligence to understand questions, summarise information and suggest organisations, activities or articles. Input may be processed by our chatbot service and an AI supplier. Where supported, directly identifying details are screened or replaced before further processing.
Sophie provides general information and is not a doctor, care professional or emergency service. Answers may be incomplete or incorrect. Call 112 in an emergency and consult a qualified professional for medical advice.
Sophie does not make decisions that produce legal or similarly significant effects. Staff may review anonymised or screened conversations and feedback to investigate errors, safety and quality. Conversations are not used to target advertising.
Cookies and local storage
Necessary storage remembers language and cookie preferences and temporarily stores a Sophie conversation in your browser. Under the current setting, local conversation history expires after no more than 12 hours. Cookie preferences are stored for up to 182 days.
If you consent to statistics, we also load Google Analytics. It sets cookies starting with _ga that last up to 2 years. Without consent we don’t load Google Analytics at all, and if you withdraw consent we delete those cookies.
Optional statistics are only enabled after consent. You can change your choice at any time using .
Who receives data?
We only use suppliers needed for hosting, security and technical management; contact forms and email; the chatbot, language model and local suggestions; and statistics and quality checks, including Google Analytics (only with your consent). We enter into data processing agreements where required and agree confidentiality and security safeguards. We may also disclose data where legally required or necessary to address a serious safety risk.
Google Analytics is provided by Google Ireland Limited, which processes this data on our behalf as a processor. We have turned off Google signals and data sharing with Google for its own purposes, so Google does not use this data to target advertising at you. Google may also process data in the United States. Google LLC is certified under the EU-US Data Privacy Framework for this, and the European Commission’s standard contractual clauses also apply.
The local caregiver support service is an independent partner. When you call the displayed number, that partner receives your call details and anything you share directly. Mantelzorg Zoetermeer does not automatically receive this information. Ask the partner for its own privacy statement if you want to know how it uses your data.
The production supplier, hosting location and any transfer outside the European Economic Area must be confirmed before publication. If data is processed outside the EEA, we use a lawful safeguard such as an adequacy decision or the European Commission’s standard contractual clauses and assess supplementary safeguards.
How long do we retain data?
We do not keep personal data longer than necessary. The periods below are how our systems are set up. After that, the data is deleted automatically.
| Data | Retention period |
|---|---|
| Your conversation with Sophie in your browser | 12 hours after your last message. It is then deleted the next time you open the website. |
| Summary of your conversation that helps Sophie keep track, without names or other identifying details | 7 days after your last message |
| Screened chat logs and feedback | 90 days |
| Cookie preference | 182 days or until changed |
| Random visitor identifier for statistics (only with consent) | Until you withdraw consent or clear your browser data |
| Statistics in Google Analytics (only with consent) | 2 months. The _ga cookies in your browser up to 2 years, or until you withdraw consent. |
| Contact messages | 12 months after receipt |
| Login attempts on the admin area (IP address and username) | 30 days |
| Web server access logs | 30 days |
| Technical logs of the website | Limited to a fixed size. The oldest entries are overwritten automatically. |
| Backups of the website and the chat service | 14 days |
Irreversibly anonymised statistics are not personal data and may be retained longer.
How do we secure data?
We apply appropriate technical and organisational measures, including encrypted connections, access controls, updates, security logging, data minimisation and supplier agreements. No digital system is risk-free. Report a possible security issue to info@gezondheidsregiozoetermeer.nl.
Your privacy rights
Depending on the circumstances, you may request access, correction, deletion, restriction, objection or data portability, and withdraw consent without affecting earlier lawful processing. Email info@gezondheidsregiozoetermeer.nl. We generally respond within one month and only request identity information necessary to verify the request.
You may lodge a complaint with the Dutch Data Protection Authority.
Young caregivers
Mantelzorg Zoetermeer also supports young caregivers. If you are under 16, ask a parent or guardian to help before sharing contact details or information about yourself or someone else. Prefer not to share a name, school, address or other directly identifying details.
Changes to this statement
We update this privacy statement when our service, suppliers or the law changes. The latest version is always available on this page and significant changes will be clearly announced on the website.