Mill Lane Vet
Mill Lane Veterinary Surgery Privacy Notice
Your privacy is taken seriously and we are dedicated to handling your information in a secure and responsible manner. This privacy notice tells you how Mill Lane Veterinary Surgery will collect and process your personal data if you register as a client, purchase our services and products, and use our website.
Mill Lane Veterinary Surgery is an independent animal veterinary surgery in West Hampstead. We protect the health and well-being of your pets, offering a range of services that include: diagnosing and treating sick and injured animals, advising owners on the right pet care, and providing a range of care related products for purchase.
Who to contact regarding your personal data
We take your privacy seriously. Our Data Protection Manager looks after data protection and would be happy to answer any of your questions about this privacy notice and how Mill Lane Veterinary Surgery uses your data. They can be contacted directly at 68-70 Mill Lane, NW6 1NJ or on 02077941777.
The personal data we collect and process
There are four main ways we process the personal data you provide. We endeavour to keep this information accurate and up to date, and not keep it longer than is necessary.
1. To administer your account as a surgery client
As part of registration as a client we record your first name, last name, address, phone number and email . This personal data will be used for the following services and purposes:
— To administer your account and provide the products and services you have requested from us. For example, invoicing, calling to change an appointment and to keep a record for legal and accounting purposes.
— To inform you by email of service information about the practice. For example, notification of seasonal opening times or changes to out of hours availability.
— If you have pet insurance and you wish to make a claim, we will pass on your pet’s clinical history with your name and address to your insurance company to allow them to process your claim.
— If we take a blood sample from your pet, we send the sample to our supplier and provide your surname and address for identification purposes only.
We may also collect CCTV and in very limited circumstances we may collect health information if it is relevant to the care of your pet and with your consent.
2. To send you communications as a surgery client
We send all our clients the following communications:
— Reminders for products or services you have already purchased by SMS, email or post, for example pet vaccinations and administering preventative healthcare treatments.
— At times, we may also send you news information and relevant offers, if you requested them.
Clients find these communications useful in administering care to their pets and to keep up to date with what is going on at the surgery. They are only sent to existing clients who can opt-out at any time.
The personal data that we process for these communications is first name, email address and mobile phone number.
We would like our clients to enjoy these communications, so it is important to note that you can opt-out at any time by:
— Calling our team at the surgery on 020 7794 1777
— Dropping into the surgery and speaking to a member of our team.
3. To share with veterinary related 3rd parties
There will be occasions where we will need to ask for your consent to share your personal data with a 3rd party:
— If you would like your pet to be referred to a specialist veterinary surgeon, we will provide them with your pet’s clinical history with your name and address to enable them to confirm your referral appointment.
— Should you wish to move to an alternative veterinary surgery, we will provide your pet’s clinical history with your name and address to your new vets before closing your account.
— Should you wish to chip your pet (cats and rabbits), we may register your name, address and contact number with the chip provider.
— Should you wish to purchase a dog tag, we will provide your name for identification and your contact number for engraving to the dog tag provider.
Mill Lane Veterinary Surgery will not pass on your personal data to any third parties without your consent unless the law requires us to do so. We do not share or sell your data with any 3rd Party for marketing purposes.
4. Disclosure of personal data to our service providers
We may pass on your personal data to service providers contracted to Mill Lane Veterinary Surgery in the course of dealing with you, for example vaccine reminder services or laboratories. They act as a data processor on our behalf and are obliged under contract to keep your details secure, and only use them to fulfil the services they provide on our behalf. They will only retain your information for as long as is necessary.
We may also pass your details to our professional advisors who may assist in dealing with customer complaints or claims. Additionally we may also share your details with companies who help with debt collection services.
5. When you use our Mill Lane Veterinary Surgery website
When someone visits we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things like the number of visitors to the various parts of the website. This information is processed in a way which does not identify anyone.
Mill Lane Veterinary Surgery uses a third party service to help maintain the security and performance of our website. To deliver this service it processes the IP addresses (a number assigned to each of your devices connected to the internet by your broadband provider) of visitors to the Mill Lane Veterinary Surgery website.
How long do we process your data for?
Mill Lane Veterinary Surgery is required to retain information in accordance with the law, such as information needed for income tax and audit purposes.
In order to comply with our professional liability insurance, we keep and securely store past clients records for seven years. This includes full name, address, email address and telephone number, but excludes bank account details.
We will only process your personal data whilst you are a client.
Your rights as a data subject
At any point while we are in possession of or processing your personal data, you the data subject, have the following rights:
— Right of access – you have the right to request a copy of the personal information that we hold about you. If you would like a copy please complete our Subject Access Request Form and present proof of identity (passport or drivers licence) at the surgery. We will then respond within 1 month with the information free of charge.
— Right of rectification – It is important that we keep your data up to date, so please let is know if the details we have are inaccurate or incomplete and we will correct it promptly.
— Right to be forgotten – in certain circumstances you can ask for the data we hold about you to be erased from our records, but there may be legal reasons why we will need to retain your data.
— Right to restriction of processing – where certain conditions apply to have a right to restrict the processing.
— Right of portability – you have the right to have the data we hold about you transferred to another surgery.
— Right to object – you have the right to object to certain types of processing such as direct marketing.
— Right to object to automated processing, including profiling – you also have the right to be subject to the legal effects of automated processing or profiling.
— Right to judicial review: in the event that Mill Lane Veterinary Surgery refuses your request under rights of access, we will provide you with a reason as to why. You have the right to complain as outlined below.
We take the processing of your personal data very seriously and are here to help with any concerns you may have. Please do contact the Data Protection Manager at firstname.lastname@example.org or 020 7794 1777.
If you are still not happy with how your personal data is being processed by Mill Lane Veterinary Surgery or how your complaint has been handled, you also have the right to lodge a complaint directly with the Information Commissioners Office at ico.org.uk/concerns/ or by calling 0303 123 1113.