The Privacy Policy will tell you how Dafne Veterinary Hospital will collect and process your personal data when you register as client, use our website or purchase our services and products. 

1: When we register you as a client:

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.

2: To send you healthcare communications as a surgery client

We occasionally send all our clients the following communications to help with the well-being of their pets:

• Reminders for pet vaccinations and administering healthcare treatments.
• Occasionally we send targeted healthcare advice and the latest related product details that we feel might be relevant to your pet.

These communications 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:

• Clicking the ‘Unsubscribe’ link in any communications email.
• Calling our team at the surgery on 01843 260278.
• Dropping into the surgery and speaking to a member of our team.

3: To share with veterinary related 3rd parties WITH your consent

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 register your name, address and contact number with the chip provider. Note that chipping dogs is a legal requirement and we share your personal data in this case under a legal obligation to do so.
• Dafne Veterinary Hospital 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 provide any personal data to the suppliers of the medicines we administer or the pet care products we sell.

4: When you use our website

When someone visits (our website address ) 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.

We use cookies, which are small text files that are placed on your computer when you visit. We do this to make our website work more efficiently and to promote our news, products and services on social media. Visit the website’s cookies section to manage your cookie settings and view more information on how we use them and why.

Dafne Veterinary Hospital 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 Dafne Veterinary Hospital website.

Disclosure of personal data to our service providers

We may pass on your personal data to service providers contracted to Dafne Veterinary Hospital in the course of dealing with you. 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. When they no longer need your data to fulfil this service, they dispose of it in line with Dafne Veterinary Hospital procedures.

How long do we process your data for?

Dafne Veterinary Hospital 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.

Your rights as a data subject: 

A) Right of access – you have the right to request a copy of the information that we hold about you.

You can do that by calling 01843 260278. If we do hold information about you we will:

• Give you a description of it;
• Tell you why we are holding it
• Tell you who it could be disclosed to; and
• Let you have a copy of the information in an intelligible form.

Please note that you will need to provide proof of identity – a current passport or driving licence.

B) Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.

C) Right to be forgotten – in certain circumstances, you can ask for the data we hold about you to be erased from our records.

D) Right to restriction of processing – where certain conditions apply to have a right to restrict the processing.

E) Right of portability – you have the right to have the data we hold about you transferred to another organisation.

F) Right to object – you have the right to object to certain types of processing such as direct marketing.

G) 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.

H) Right to judicial review: in the event that Dafne Veterinary Hospital 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.

Call Recording

All calls are recorded for training and monitoring purposes. Recordings will be stored electronically in an external secure environment and will automatically be deleted, in line with the Retention Policy at 6 months.

Complaints

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 Practice Manager at complaints@dafnevets.uk or 01843260278.

Last updated: 01.01.2023