Henlow Veterinary Centre Privacy Policy

At Henlow Veterinary Centre we have to hold and use personal information about our clients in the course of our business. This policy explains:

            What information we hold

            Why we need to hold this information

            How we collect, update and store this information

            When this information can be shared with others

Who are we?

We are Henlow Veterinary Centre Limited of 22 Bedford Road, Lower Stondon, SG16 6EA.

How do we obtain information about our clients?

Clients register with our practice by telephone, in person, in writing and in the future via our practice website. Clients are asked to provide their names, addresses, telephone numbers, email addresses and details of their pets when registering in any of these ways.

Sometimes we will obtain additional information about our clients, for example if a client is injured on our premises and needs to fill in the First Aid book; or if they contact us by telephone or email and provide us with personal information in the course of discussing their pet’s care. We do not hold financial information of any sort for our clients. We can take payments over the telephone but no financial data is stored during this process.

How is this information used?

Most of the information collected forms part of patient clinical record. It is a legal obligation that we keep these records in connection with our veterinary work. 

As part of our provision of preventative veterinary care for our patients, we also use this information to provide pet owners with the following reminders (by text message):

  • Vaccination reminders (once a year)
  • Worming and flea/tick treatment reminders (every 1 to 3 months)
  • Reminders of appointments booked (24 hours before the appointment)

Clients are asked if they would like to receive these reminders when they register at the practice. If they would like to stop receiving reminders they can ask any member of the practice team to halt reminders through the text system. This can be switched off by every member of the practice team with immediate effect.

Where is this information stored, who can access it and how do you delete it?

Our clinical records are stored on a veterinary practice management IT system (PMS) which has been designed and is managed by an external IT company. All employees of Henlow Veterinary Centre have access to this computer system, with access controlled by individual passwords for each staff member. Physical security, electronic security, password and mobile working protocols are in place at the practice to protect the information held. 

Incoming emails are managed by the practice administrators. Those that are relevant to a patient’s health or treatment are copied into the clinical records. Others are moved into separate folders depending on which member of staff they are intended for. Once emails are no longer required they are deleted, and all emails are deleted after 12 months.

Who might we pass your information on to?

If patients are to be referred to another veterinary surgery, we will ask permission from our clients to pass their information on, so that the second veterinary surgery can continue to manage the case. We commonly refer patients to Davies Veterinary Specialists, David Williams Ophthalmologist, London Veterinary Specialists and to veterinary physiotherapist, Nadia Kopec. 

Henlow Veterinary Centre send laboratory samples to PTDS Ltd, some personal data will be provided in order to process and track samples and results. 

Insurance companies require details of the policy holder when claim forms are completed. Henlow Veterinary Centre scan these forms into our PMS and post any physical copies to the relevant insurer.

As outlined in the invoicing terms and conditions, if an outstanding debt is not paid to Henlow Veterinary Centre within the agreed time period, Henlow Veterinary Centre may pass a client’s information on to Debt Solve Ltd, who may use the information to contact clients and obtain payment.

Clients who request enrolment to Henlow Healthy Pets will have their name and email address provided to Go Cardless Ltd. Clients will then enter a separate agreement with Go Cardless who handle direct debit collections on our behalf. We provide and keep no additional personal or financial information as a result.

We do not sell, rent or share information with third parties for marketing purposes.

How can you access and update your information?

The accuracy of the information we hold is important to us. Our systems prompt us to ask you to check and update the personal information we hold as part of your pet’s clinical records, once a year. Additional checks are made as necessary (for example, when arranging to report laboratory results or admitting a patient for a procedure). You can of course, contact us at any time to let us know that your personal information has changed.

You have a right to ask for a copy of your pet’s clinical records and the information that Henlow Veterinary Centre holds about you. In some circumstances, you may have the right to ask us to erase personal data. We can under no circumstances delete clinical data on a patient. Please notify us of any incorrect information that we hold by emailing us athenlowvets@henlowvets.co.uk; in writing to Henlow Veterinary Centre 22 Bedford Road, Lower Stondon, SG16 6EA; or by telephone on 01462 416416 or in person at Reception. The Practice Manager is the first point of contact if you wish to discuss this further.

Review of this policy

This policy is reviewed regularly. This policy was last updated on 22nd May 2018.