Protecting your personal details on our website.
You can visit the majority of our website without revealing any personal information about yourself. However, there are times when we need to collect information so we can provide the services that you request. We may keep this information in a database.
How we collect personal information
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This Privacy Notice explains what Personal Data the practice holds, why we hold and process it, who we might share it with, and your rights and freedoms under the Law. We are a Data Controller under the terms of the General Data Protection Regulation.
Types of Personal Data
The practice holds personal data in the following categories:
- Pet clinical and health data and pet owner correspondence.
- Client data (e.g. name, address, email, telephone numbers) and extended data related to our clients (e.g. URLs, CPH numbers, insurance details, etc.)
- Personal data entered by individuals completing forms on our website, or accepting cookies when visiting our website
- Data captured when individuals enter competitions, complete surveys, etc.
- Staff employment data.
- Contractors’ data.
Why we process Personal Data (what is the “purpose”)
“Process” means we obtain, store, update and archive data.
- Animal health information and client owner correspondence data is held for the purpose of providing patients with appropriate, high quality, safe and effective care and treatment.
- Clients’ personal data will be used in order to run our business, e.g. for debt collection, audit, work-flow planning, etc.
- Staff employment data is held in accordance with Employment, Taxation and Pensions law.
- Contractors’ data is held for the purpose of managing their contracts.
What is the Lawful Basis for processing Personal Data?
The Law says we must tell you this:
- We hold pet, farm animal, horse and client data because it is in our Legitimate Interest to do so. Without holding the data we cannot work effectively.
- We hold staff employment data because it is a Legal Obligation for us to do so.
- We hold contractors’ data because it is needed to fulfil a Contract with us.
Who might we share your data with?
We can only share data if it is done securely and it is necessary to do so. Instances where we share personal data are:
- Animal health data may be shared with other healthcare professionals who need to be involved in your pet’s care (for example if we refer you to a specialist vet).
- Farm animal health data will be shared with regulatory bodies to ensure disease control processes can be performed in line with relevant legislation
- Pet health data and client data will be shared with insurance companies, pet health care plan providers or other organisations if required to enable these bodies to honour a contract.
- Third party loyalty schemes that clients have chosen to enroll in (to receive points/rewards), we will also store your personal information in accordance with the terms and conditions applicable to that scheme;
- Employment data will be shared with government agencies such as HMRC.
- Our accountants, auditors, lawyers or similar advisers when we ask them to provide us with professional advice;
- Emergency services in the event that we need to report accidents or request emergency assistance;
- Any Government Department, public body or other third party where we believe in good faith that the law requires this; in the interests of public health and safety; or in order to protect the rights, property, or safety of HVG, its employees or others;
- investors and other relevant third parties in in the event of an actual or potential sale or other corporate transaction related to HVG LLP;
- any other third parties, if authorised by you to do so.
We will not sell or trade your personal data. Data will only be shared with organisations who have provided HVG with written confirmation that they comply with data protection regulation.
You have the right to:
- Be informed about the personal data we hold and why we hold it.
- Access a copy of your data that we hold by contacting us directly: we will acknowledge your request and supply a response within one month or sooner.
- Check the information we hold about you is correct and to make corrections if not
- Have your data erased in certain circumstances.
- Transfer your data to someone else if you tell us to do so and it is safe and legal to do so.
- Tell us not to actively process or update your data in certain circumstances.
How long is the Personal Data stored for?
- We will store pet health data for as long as we are providing care, treatment or recalling pets for further care. We will archive (that is, store it without further action) for as long as is required for legal or insurance purposes, or as recommended by trusted experts.
- We must store employment data for six years after an employee has left.
- We must store contractors’ data for seven years after the contract is ended.
Our complete data retention policy can be viewed on request, by contacting email@example.com
What if you are not happy or wish to raise a concern about our data processing?
You can complain in the first instance to our Data protection Manager, who is Sarah-Jane Davies (firstname.lastname@example.org). She we will do her best to resolve the matter. If this fails, you can complain to the Information Commissioner at www.ico.org.uk/concerns or by calling 0303 123 1113.
We strongly support the principle of insuring your animals against unexpected illness and accidents. Veterinary science has advanced over recent decades, meaning that the range of procedures and treatments on offer is huge. The cost of caring for your sick or injured animal to the best of our ability can therefore be significant. Policies vary widely in their scope and it is your responsibility to read all insurance policy documents before choosing the level of cover most suitable to you. More information on the different types of insurance can be found at www.abi.org.uk
It is practice policy that clients pay for their treatment and seek reimbursement from their insurers themselves; an insurance policy is a contract between you and your insurer. We will, however, do everything possible to assist you in completing insurance claims promptly and accurately.
Please read the inform ation below which explains the procedure for com pleting an insurance claim .
- You (the client) pay us at the time of
- You are responsible for contacting your insurance company to obtain a claim form (these are often available online).
- You should complete and sign the owner’s section of the claim form before bringing the form to us (the practice).
- Our team will fill in and sign the veterinary section of the claim
- Our Head Receptionist will then complete the process by sending the form to your insurance company and will liaise with them regarding any questions that may (In line with the GDPR Regulations (2018) please note that by providing us with your claim form you are agreeing for us to share your personal data with your insurance company).
- Your insurer then approves an amount and reimburses you
Im portant inform ation to note
- In exceptional circumstances we may authorise a direct claim with your insurance In this situation a claim is also made according to the procedure above, but with the omission of point 1. Instead of you paying us at the time of treatment, the claim is processed by the insurance company and the practice is paid by them directly. Please note that you are still responsible for the policy excess and for any treatments not covered by the terms of insurance. This should still be settled by you at the time of treatment. Direct claims are only permitted with the express authorisation of our Head Receptionist, which should be obtained in advance of any treatment whenever possible.
- When claiming for pre-planned or elective treatment, we recommend that you contact your insurer for pre-authorisation to help speed up the If you choose this option, we will provide an estimated cost of the treatment upon request.
- Should a situation arise where you would like us to speak with your insurer on your behalf, you will need to provide them and us with permission to do
The practice offers 5 weeks of free insurance with Agria Pet Insurance for newly acquired animals under 18-months old. This company offers life-long cover, and the details can be found on their website or by calling their number on 0333 030 100.
Fair Processing Notice: Hay Veterinary Group LLP is a data controller. We use client data to allow us to fulfil our contractual agreement to provide veterinary services to our clients. More details on our data sharing are available on request or can be found on our website: www.hayvets.co.uk