Here at Heathfield Vets, we have always taken data protection seriously. This privacy notice provides you with details of how we collect and process your personal data through your use of our services in the Practice and on our website, www.heathfieldvets.co.uk.
By providing us with your data, you warrant to us that you are over 18 years of age.
Heathfield Vets Ltd is the data controller and we are responsible for your personal data (referred to as “we”, “us” or “our” in this privacy notice). We sometimes work in conjunction with data processors, who are third parties that help us provide our services, or other data controllers for example your insurance company in order to provide services in conjunction with one another.
Our full details are:
Full name of legal entity: Heathfield Vets Ltd
Email address: email@example.com
Postal address: Heathfield Vets, Chimneys, Hailsham Road, Heathfield, East Sussex, TN218AD
Telephone number: 01435 864422
If you have any queries relating to the information outlined in this Privacy Notice, then please do not hesitate to contact our Practice Manager at the above email address.
It is very important that the information we hold about you is accurate and up to date. Please let us know if at any time your personal information changes by emailing us at firstname.lastname@example.org.
- WHAT DATA DO WE COLLECT ABOUT YOU, FOR WHAT PURPOSE AND ON WHAT GROUND WE PROCESS IT
Personal data means any information capable of identifying an individual. It does not include anonymised data.
We may process the following categories of personal data about you:
- Customer Data that includes data relating to any purchases of goods and/or services such as your name, title, billing address, delivery address, email address, phone number, contact details and purchase details. We process this data to supply the goods and/or services you have purchased and to keep records of such transactions. Our lawful ground for this processing is the performance of a contract between you and us and/ or taking steps at your request to enter into such a contract.
- Communication Data that includes any communication that you send to us whether that be through the contact form on our website, through email, text, social media messaging, social media posting or any other communication that you send us. We process this data for the purposes of communicating with you, for record keeping and for the establishment, pursuance or defence of legal claims. Our lawful ground for this processing is our legitimate interests, which in this case are to reply to communications sent to us, to keep records and to establish, pursue or defend legal claims.
- User Data that includes data about how you use our website and any online services together with any data that you post for publication on our website or through other online services. We process this data to operate our website and ensure relevant content is provided to you, to ensure the security of our website, to maintain back- ups of our website and/or databases and to enable publication and administration of our website, other online services and business. Our lawful ground for this processing is our legitimate interests which in this case are to enable us to properly administer our website and our business.
- Technical Data that includes data about your use of our website and online services such as your IP address, details about your browser, length of visit to pages on our website, page views and navigation paths, details about the number of times you use our website, time zone settings and other technology on the devices you use to access our website. The source of this data is from our analytics tracking system. We process this data to analyse your use of our website and other online services, to administer and protect our business and website, to deliver relevant content and advertisements to you and to understand the effectiveness of our advertising. Our lawful ground for this processing is our legitimate interests which in this case are to enable us to properly administer our website and our business, to grow our business and to decide our marketing strategy.
- Marketing Data that includes data about your preferences in receiving marketing from us and our third parties and your communication preferences. We process this data to enable you to partake in our promotions such as competitions, prize draws etc., to deliver relevant website content and advertisements to you and measure or understand the effectiveness of this advertising. Our lawful ground for this processing is our legitimate interests which in this case are to study how customers use our products/services, to develop them, to grow our business and to decide our marketing strategy.
- We may use Customer Data, User Data, Technical Data and Marketing Data to deliver relevant website content and advertisements to you (including Facebook adverts or other display advertisements) and to measure or understand the effectiveness of the advertising we serve you. Our lawful ground for this processing is legitimate interests which is to grow our business. We may also use such data to send other marketing communications to you. Our lawful ground for this processing is either consent or legitimate interests (namely to grow our business). You can read more about this in section 4 of this Privacy Notice.
Sensitive data refers to data that includes details about your race or ethnicity, religious or philosophical beliefs, political opinions, trade union membership, information about your health and genetic and biometric data, amongst others. We do not seek to collect any of this information about you, however, in the course of carrying out some of our business activities it can become relevant to allow us to fully carry out our contract with you. The only type which is sometimes provided by you to us is medical information about you which may be relevant to the treatment and care which we are giving your pet. We often process this information on the basis of verbal consent. This information will be noted down on your client card for internal reference only, and at any time that this information is no longer relevant or you request to have this removed, then we will do so. We only use this information in order to provide our services to you and to optimise the provision of these services to you, and we do not pass it on to any third party or use it for any purpose other than the one for which it was provided to us.
Where we are required to collect personal data by law, or under the terms of the contract between us and you do not provide us with that data when requested, we may not be able to perform the contract (for example, to deliver goods or services to you). If you don’t provide us with the requested data, we may have to cancel a product or service you have ordered but if we do, we will notify you at the time.
For the safety and security of our premises, clients, and staff, CCTV monitors certain areas of the premises. This is done on the basis of our legitimate interests to pursue and defend legal claims, or to resolve disputes. CCTV data is treated in the same way as any other data – unless we legally need to provide CCTV to a person or an organisation that has requested it, we seek your consent to pass this information on.
Recorded phone calls
All telephone calls into and out of the Practice are recorded. This is done on the basis of our legitimate interests, for training and monitoring purposes, to provide evidence of a business transaction, for performance or to take steps to enter into a contract, and to pursue or defend legal claims. It is also done in order to comply with certain regulatory procedures, for example if a dispute arises as to consent for a procedure etc. As with other data, if we are legally required to pass on this data then we will do so, otherwise we seek consent to pass this information on.
We will only use your personal data for a purpose it was collected for or a reasonably compatible purpose if necessary. For more information on this please email us at email@example.com. In case we need to use your details for an unrelated new purpose we will let you know and explain the legal grounds for processing.
We may process your personal data without your knowledge or consent where this is required or permitted by law.
We do not carry out automated decision making or any type of automated profiling.
- HOW WE COLLECT YOUR PERSONAL DATA
Occasionally, you may provide us with the personal data of another person, for example if they need to be contacted to arrange the collection of a patient from our hospital. This information will only be used for this purpose, and although it will be stored alongside the relevant paperwork for your pet’s visit to us in order for us to comply with regulatory and legal requirements, it will not be used for any purpose other than the one for which it was intended.
- MARKETING COMMUNICATIONS
Our lawful ground of processing your personal data to send you marketing communications is either your consent or our legitimate interests (namely to grow our business).
Under the Privacy and Electronic Communications Regulations, we may send you marketing communications from us if (i) you made a purchase or asked for information from us about our goods or services or (ii) you agreed to receive marketing communications and in each case you have not opted out of receiving such communications since. However you can still opt out of receiving marketing emails from us at any time.
While we do use third parties to administer some of our marketing, they are contracted only to carry out the work that we have requested from them, and we do not pass or sell your data to any third party for their own direct marketing.
We use two main forms of marketing. The first is for marketing such as our newsletter, which includes information about pet care, charity fundraising, special offers, practice news etc. This is processed on the grounds of consent, which can be withdrawn at any time via the methods below. The second type of marketing is for your vaccination, flea, worming and medication check reminders. This is done on the basis of legitimate interests, both yours and ours. Ours, in order for us to develop our business but most importantly, also yours, so that you do not miss these important preventative treatments and possibly incur additional expenses. We understand, however, that not all our clients wish to receive these reminders – if this is the case, please do not hesitate to contact us on 01435 864422 or at firstname.lastname@example.org in order for us to stop the reminder service that we offer. You can also click ‘opt out’ at the bottom of each email.
You can ask us, or third parties, to stop sending you marketing messages at any time by either:
- Following the opt-out links on any marketing message sent to you
- Emailing us at email@example.com at any time. We also appreciate any feedback, for example if there are topics you would like to see covered in our newsletter etc.
If you opt out of receiving marketing communications this opt-out does not apply to personal data provided as a result of other transactions, such as purchases of our services etc.
- DISCLOSURES OF YOUR PERSONAL DATA
We may have to share your personal data with the parties set out below:
- Service providers who provide IT and system administration services
- Professional advisers including lawyers, bankers, auditors and insurers
- Government bodies that require us to report processing activities
- Insurance companies in order to comply with our legal obligations and to allow for the administration of your insurance
- Laboratory services, specialist referral centres, pet healthcare plan administrators and other veterinary companies in order for us to provide you with those services
- Drugs and food manufacturers – they may run a special offer that requires that you supply your details, or they may administer the offer through us, and then request patient names and client surnames in order for the proof of administering the special offer to be provided. These details are only used for this instance, and no other information is passed to them unless you have filled in a voucher form etc.
- We may also disclose personal information to credit agencies and debt collection agencies as part of our normal commercial activities
- Regulatory or law enforcement bodies in order to comply with our legal obligations
- Other veterinary practices should you request to transfer or seek a second opinion
- Third parties to whom we sell, transfer, or merge parts of our business or our assets.
We require all third parties to whom we transfer your data to respect the security of your personal data and to treat it in accordance with the law. We only allow such third parties to process your personal data for specified purposes and in accordance with our instructions.
- INTERNATIONAL TRANSFERS
Countries outside of the European Economic Area (EEA) do not always offer the same levels of protection to your personal data, so European law has prohibited transfers of personal data outside of the EEA unless the transfer meets certain criteria.
Some of our third parties service providers are based outside the European Economic Area (EEA) so their processing of your personal data will involve a transfer of data outside the EEA.
Whenever we transfer your personal data out of the EEA, we do our best to ensure a similar degree of security of data by ensuring at least one of the following safeguards is in place:
- We will only transfer your personal data to countries that the European Commission have approved as providing an adequate level of protection for personal data by; or
- Where we use certain service providers, we may use specific contracts or codes of conduct or certification mechanisms approved by the European Commission which give personal data the same protection it has in Europe; or
- If we use US-based providers that are part of EU-US Privacy Shield, we may transfer data to them, as they have equivalent safeguards in place.
If none of the above safeguards is available, we may request your explicit consent to the specific transfer. You will have the right to withdraw this consent at any time.
- DATA SECURITY
We have put in place security measures to prevent your personal data from being accidentally lost, used, altered, disclosed, or accessed without authorisation. We also allow access to your personal data only to those employees and partners who have a business need to know such data. They will only process your personal data on our instructions and they must keep it confidential.
We have procedures in place to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach if we are legally required to.
- DATA RETENTION
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
When deciding what the correct time is to keep the data for we look at its amount, nature and sensitivity, potential risk of harm from unauthorised use or disclosure, the processing purposes, if these can be achieved by other means and legal requirements.
For tax purposes the law requires us to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they stop being customers.
In some circumstances we may anonymise your personal data for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
- YOUR LEGAL RIGHTS
Under data protection laws you have rights in relation to your personal data that include the right to request access, correction, erasure, restriction, transfer, to object to processing, to portability of data and (where the lawful ground of processing is consent) to withdraw consent.
You can see more about these rights at:
If you wish to exercise any of the rights set out above, please email us at firstname.lastname@example.org.
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive or refuse to comply with your request in these circumstances.
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you.
If you are not happy with any aspect of how we collect and use your data, you have the right to complain to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We should be grateful if you would contact us first if you do have a complaint so that we can try to resolve it for you.
- THIRD-PARTY LINKS
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.