Privacy Policy
Privacy Notice - Customer
Customer Privacy Notice - General Data Protection Regulation (GDPR) / Data Protection Act 2018
Purpose
This Privacy Policy explains how we collect and protect your information. It explains how we will store and handle your personal information, how we keep it safe, how you can exercise your privacy rights.
Information James Horner Vets (JHV) Collects
JHV offers a wide range of services to support you and your pet’s healthcare needs. We want you to understand the types of information that we collect as you use these services.
We collect your information when you:
Register your details as a new client at one of our surgeries or make appointments at a surgery;
Visit our surgery and engage a vet, nurse or member of the team for consultancy, advice or treatment;
Please note, the practice may flag records with patient or client specific conditions or circumstances. This may include, but not limited to, aggressive or potentially aggressive behaviour, or being a bad debtor. We will review the conditions at each examination and determine if the flag continues to apply.
Complete a form asking to be contacted by one of our surgeries regarding an appointment;
Sign up to a James Horner Vets Wellness Subscription;
Book to attend an event, for example one of our veterinary professional seminars or professional training events
Sign up to view one of our online professional webinars;
Are referred by a vet to another veterinary professional;
Visit any of our Websites or Apps;
Engage with us on social media;
Download or install one of our Apps;
Contact us by any means with questions about a service, product or treatment
When you raise a complaint;
Ask one of our colleagues to email you information about a service, product or treatment;
Enter prize draws or competitions;
Choose to complete any surveys we send you;
Use our micro-chipping service;
Comment on or review our products and services.
Please Note: Any individual may access personal information related to them, including opinions. If your comment or review includes information about the colleague who provided that service, it may be passed on to them if requested;
Fill in any legislative forms.
For example, if an accident happens in a surgery a colleague will collect your personal information;
Grant permission to share your information with a third party;
Phone us or we phone you; we may record phone conversations for record or training purposes. Records of phone calls which have been recorded are encrypted and password protected. They are deleted within 60 calendar days;
Use our car parks or veterinary surgeries which usually have CCTV systems operated for the security of both customers and colleagues and for the prevention of crime. These systems may record your image during your visit;
You purchase a service, product or treatment from a supplier or partner.
Why JHV collects data
To give you and your pet the best care, we use your information to help us improve our services and skills. We monitor the quality and effectiveness of all our services and we use what we discover to improve them. Your information helps us understand the services that are relevant to you and knowing a little about you helps us improve the services that we offer now and in the future.
Your privacy controls
It’s really important to us that you are comfortable with the way that we are using your data. If you would like to change the way that things are working by emailing us, or speaking to one of our team. If you wish to discuss our data protection practices, please contact us . Should you still not be satisfied after doing so, you are entitled to discuss the matter with our appointed GDPR team member.
Sharing your data
JHV will not share your information with other companies, individuals or organisations unless:
It is part of the diagnosis or treatment of your pet. Such as to laboratories and other suppliers who require them in order to provide services in relation to your pet and who you have agreed we may provide your details to;
It is part of a service that you’ve asked us to provide such as a wellness subscription, financing or submitting insurance claims.
To other veterinary professionals if you request that we transfer your pet’s patient history, including another first opinion surgery, or a specialist referral centre.
To anyone you have given us consent to do so.
We have an identified legitimate interest to do so.
Our third-party services providers and business partners who provide data processing services to us, or who otherwise process personal information for purposes that are described in this Privacy Policy or notified to you when we collect your personal information. Examples of the kind of third parties we work with are:
IT companies who support our Websites, Apps and other business systems;
Direct marketing companies or other third parties who help us manage electronic communications with you;
Google, Facebook, Instagram, Twitter and similar platforms to show you services that might interest you while you’re browsing the internet; This is based on either your marketing consent or your acceptance of cookies, tracking pixels or similar tracking technology on our websites, as explained further under the heading “Cookies and similar tracking technology” below; and/or
Data insight and data analysis companies (to provide us with tools to analyse the data which we hold);
Promotional partners;
Customer review companies (so you can leave feedback and we can improve our service to you); and/or
Competition or prize-draw partners
We are legally required to do so, for example:
To any competent law enforcement body, regulatory, government agency, court or other third party where we believe disclosure is necessary
As a matter of applicable law or regulation,
To exercise, establish or defend our legal rights or apply our Terms and Conditions,
To protect your vital interests or those of any other person.
Where we share your personal information with third party service providers and partners, we apply a policy to ensure your personal information is safe and in order to protect your privacy. Our policy requires:
We provide only the information they need to perform their specific services.
They may only use your data for the exact purposes we specify in our contract, written or verbal, with them.
We work closely with them to ensure that your privacy is respected and protected at all times.
If we stop using their services, any of your personal information held by them will either be deleted or rendered anonymous (subject to applicable law).
If you have any questions about the third parties we share your personal information with, please contact us or speak to one of the team.
Legal basis for processing personal information
Our legal basis for collecting and using the personal information described above will depend on the personal information concerned and the specific context in which we collect it.
We will normally collect personal information from you only:
Where we need the personal information to perform a contract with you,
Where the processing is in our legitimate interests and not overridden by your data protection interests or fundamental rights and freedoms,
Where we have your consent to do so.
In some cases, we may also have a legal obligation to collect personal information from you or may otherwise need the personal information to protect your vital interests or those of another person.
If we ask you to provide personal information to comply with a legal requirement or to perform a contract with you, we will make this clear at the relevant time and advise you whether the provision of your personal information is mandatory or not (as well as of the possible consequences if you do not provide your personal information).
Similarly, if we collect and use your personal information in reliance on our legitimate interests (or those of any third party), we will make clear to you at the relevant time what those legitimate interests are when requested.
Cookies and similar tracking technology
We use cookies and similar tracking technology (collectively, “Cookies”) to collect and use personal information about you. For further information about the types of Cookies we use, why, and how you can control Cookies, please see our Cookie Notice.
Keeping your information secure
The privacy and the security of your personal information is or paramount importance to us and we’ve taken every reasonable effort to make sure that it is safe on our systems. We comply with all relevant legislation and we meet the standards set by the Royal College of Veterinary Surgeons (RCVS).
We use appropriate technical and organisational measures to protect the personal information that we collect and process about you. The measures we use are designed to provide a level of security appropriate to the risk of processing your personal information. Specific measures we use include:
Encrypting your personal information.
Keeping your information up-to-date and accurate.
Please note that, to do this, we require you to tell us if any of your details such as your name or address change;
Having in place strict security procedures for the storage and disclosure of your information to prevent unauthorised access.
Unfortunately, the transmission of information via the Internet is not guaranteed to be completely secure. Although we will do our best to protect your personal information, we cannot guarantee the security of your data transmitted to and/or through our Websites and Apps; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third-party databases. By accepting our Terms and Conditions you consent to these checks being made. In performing these checks, personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with this Privacy Policy.
International data transfers
Your personal information may be transferred to, and processed in, countries other than the country in which you are resident. These countries may have data protection laws that are different to the laws of the UK.
Some of our third-party service providers may operate outside of the UK, such as in EU, EEA, Australia and the United States. This means that when we collect your personal information it may be processed it in any of these countries.
Our third-party service providers have procedures in place to ensure your personal information receives the same protection as if it were being processed inside the UK. For example, our contracts with third parties stipulate the standards they must follow at all times. If you wish for more information about these contracts please contact us or speak to one of the team.
Any transfer of your personal data will be compliant with data protection law and all personal data will be secure.
Data retention
We retain personal information we collect from you where we have an ongoing legitimate business need to do so (for example, to provide you with a service you have requested or to comply with applicable legal, tax or accounting requirements).
When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise it.
If this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.
For more information about the specific periods for which we retain your data, please contact us using the contact details provided under the “How to contact us” heading below.
Your data protection rights
We respond to all requests we receive from individuals wishing to exercise their data protection rights in accordance with applicable data protection laws.
You have the following data protection rights:
If you wish to access, correct, update or request deletion of your personal information, you can do so at any time by contacting the practice your pet is registered with.
In addition, you can object to processing of your personal information, ask us to restrict processing of your personal information or request portability of your personal information.
You can exercise these rights by contacting us using the contact details provided under the “how to contact us” heading below.You have the right to opt-out of marketing communications we send you at any time. You can exercise this right by clicking on the “unsubscribe” or “opt-out” link in the marketing e-mails we send you. To opt-out of other forms of marketing (such as postal marketing or telemarketing), then please contact us using the contact details provided under the “how to contact us” heading below.
Similarly, if we have collected and process your personal information with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on lawful processing grounds other than consent.
You have the right to complain to a data protection authority about our collection and use of your personal information. For more information you may contact the Information Commissioner’s Office on 0303 123 1113 or go online to www.ico.or.uk/concerns (please note, we cannot be responsible for the content of external websites).
For all data enquiries please contact our Veterinary Practice or directly via post at:
The Data Protection Officer
James Horner Vets
Unit 4, Morrisons Supermarket
Coventry Road
Sheldon
B26 3PD
Updates to this Privacy Policy
We may update this Privacy Policy in response to changing legal, technical or business developments. When we update our Privacy Policy, we will take appropriate measures to inform you, consistent with the significance of the changes we make.
You can see when this Privacy Policy was last updated by checking the “last updated” date displayed at the bottom of this Privacy Policy.
How to contact us
If you have any questions or concerns about our use of your personal information, please contact our Data Protection Officer at the following address James@hornervets.com.
Updated 18/03/2022