How we collect your personal information

We collect your personal information from you when you get in touch with us:

• by phone, where we may record or monitor phone calls for quality assurance and to make sure we’re keeping to legal rules, codes of practice and internal policies

• by email

• through our websites, including webchats and virtual assistants

• by using our products and services

• by post

• by completing an application or other form(s)

• by entering competitions

• through social media

• face to face, for example during treatment

​

​

Third parties

 

We also collect information about you from third parties.
 
What personal information we collect

• Basic personal data: Name, membership or registration number or patient ID, age and date of birth.

• Contact: Username, address, email address and phone numbers.

• Communications: Details of any contact we’ve had with you, including phone calls and written complaints.

• Financial details: Payments

 
 

Behavioural and usage information

How you use and access our digital services

Technical information: The devices and technology you use and website browser settings.
Special category information: Information about your physical or mental health, including genetic or biometric information.

We may get this information from:

• application forms

• notes and reports about your health and any treatment and care you’ve received or need

• notes from calls and other communications you’ve had with us

• referrals

• records of medical services and treatment you’ve received

• Identify and verify you, and monitor access to our products and services

 
Type of information we process:

• Basic personal details

• Contact

• Behavioural and usage information

• Technical

 
We process this information because:It’s required or allowed by law
 

• We have a legitimate interest to:

• confirm that you’re an employee of your employer when they are paying for the product or service you’re using

• confirm you’re an employee of a business we’re purchasing products or services from

• identify you when you access our digital services and websites

• identify if you were redirected to our websites through an advert or referral link

• identify if you’re under the age of 16

• identify fraud and fraudulent activity

• It’s required or allowed by law

• To identify you when you access our digital services and websites

• To identify if you were redirected to our websites through an advert or referral link

• To identify if you’re under the age of 16

• To identify fraud and fraudulent activity

 

 

Marketing

Communicate and send marketing information to you by post, phone, email, text and through social media and to develop and tailor our marketing and sales activities.

Type of information we process:

• Basic personal details

• Contact

• Communications

• Behavioural and usage information

• Technical

 
We process this information because:It’s required or allowed by law

• market to our customers and prospective customers if they’ve shown an interest in us

• request feedback from customers and people we work with

• follow your contact preferences, marketing, cookies and other tracking such as in-app, profiling and automated decision making.

• operate cookies on our websites and undertake other tracking to personalise our marketing activities

• develop and run tailored advertising

• With your consent (if required)

 
 

Improve our products and services by conducting statistical analysis, market research and other analysis

Type of information we process:

• Basic personal details

• Contact

• Communications

• Health information

• Behavioural and usage information

• Technical

 

We process this information because:

• It’s required or allowed by law

• undertake statistical research and analytics

• understand our customers and the people we work with

• understand more about our products and services, and how to improve them

• With your consent (if required)

 
 

Protect and secure our company, systems, services and business operations

Compliance with laws and regulations, and to defend ourselves against claims

Type of information we process:

• Basic personal details

• Contact

• Behavioural and usage information

• Technical

 
We process this information because:

• It’s required or allowed by law

• secure our systems and digital services

• make sure we’re only providing and working with products and services in permitted locations

• exercise our rights and defend ourselves from legal claims

 
 

​

Improve training and the quality of our services

Type of information we process:

• Basic personal details

• Contact

• Personal information shared with us during a phone call or other method of communication, for example webchat and email

 
We process this information because:

• It’s required or allowed by law

• monitor phone calls for training and to review the quality of our services

• review online and email exchanges between you and us for training and to review the quality of our services

• It’s required or allowed by law

 
 

 

When we need your consent to process your personal information

We’ll only ask you for consent to process your personal information if there’s no other legal reason to process it, or we think it’s appropriate to do so.

We always tell you when we need it:
We’ll tell you when we need your consent and ask you for it. If we can’t provide a product or service without your consent, we’ll make this clear when we ask for it.

 

You can always change your mind:
If you later withdraw your consent, we’ll be unable to provide you with any product or service that relies on us having your consent to process your personal information.
 

 

Collecting and sharing your personal information

Sometimes we need to collect your information from, or share it with other people or organisations. When we share your information, we only share the information needed, and as little of it as possible, for a specific purpose. For example, if you need treatment, we’ll share relevant medical details with your treatment provider.
We have processes in place to make sure that your information is protected when we share it with third parties. If you’re sharing someone else’s personal information with us, please make sure they’ve seen this privacy notice and are comfortable with you giving us their information.

We’ve set out below the types of third parties we collect and share information with, and our reasons for doing so. We may also disclose your personal information to other third parties if we’re required or permitted to do so by law.
 

• You’re a parent or guardian (if you are a child) and authorised third parties

• Deliver our products and services to you

• Manage our relationship with you

• Set you up as a customer

• Meet our regulatory obligations or comply with legal requests or legal claims

• Manage complaints, claims or individual rights requests

• You’ve given us consent to speak to a third party on your behalf, for example a family member, solicitor or a person acting through a Power of Attorney.

 

What we do:

• We collect information from them

• We share information with them

 
We process this information because:

• It’s required or allowed by law

• Deliver our products and services to you

• Manage our relationship with you

• Set you up as a customer

• Manage complaints, claims or individual rights requests

 

 
How long we keep your information for

How long we keep your information depends on several factors:

• how long you’ve been a customer with us, the types of products or services you have with us, any relevant events and when you’ll stop being our customer

• how long it’s reasonable to keep records to show we’ve met the obligations we have to you and by law

• any periods set by law or recommended by regulators, professional bodies or associations

• any time limits for making a legal claim

• any relevant proceedings that apply

We often have to keep your personal information to comply with a legal obligation, and this means that if you ask us to delete your personal information before the retention period has expired, we’ll be unable to do so.