Privacy Policy

This Policy explains when we collect personal data, why we collect it, how we use that data, the conditions under which we may disclose it to others and how we keep it secure. We will also explain how you can access your data and make changes to it if you wish.

We will review this policy regularly and may make changes to this Policy from time to time this page will be updated accordingly. Please note that by registering as a client and/or using this website you are consenting to this Policy. 

Contact Details

If you have questions regarding this Policy and our privacy practices please contact us via email on howcanwehelp@newhopevets.co.uk, give us a call on 0151 459 1595 or write to us at New Hope Vets, 49 Field Rd, New Brighton, Wallasey, Wirral, CH45 5BG.

Our legal and trade name is New Hope Vets Ltd. Our postal address is New Hope Vets, 49 Field Rd, New Brighton, Wallasey, Wirral, CH45 5BG. We also can be contacted via email at howcanwehelp@newhopevets.co.uk or 0151 459 1595.

Personal Data 

We obtain information about you when you register with the practice, use our services, purchase products or use our website. The types of data we collect, and process may include:

• Identity Data such as your title, first name, last name, maiden name and marital status.
• Contact Data such as your residential address, billing address, email address and telephone numbers
• Profile Data such as booked appointments, contact requests, your interests, preferences, feedback and survey responses. If connecting with us via social media platforms such as Facebook and Instagram we may collect information such as your username, name and surname, email address, location and gender.
• Usage Data such as information about how you use our website, products and services
• Financial Data such as your payment card details which are used a single time and not stored.
• Transaction Data such as details regarding payments between us and other details of purchases made by you although your bank details are not stored by us.
• Technical Data such as your internet protocol (IP) addresses, browser type and version, operating system and platform, browser plug-in types and versions, time zone setting and location and other technology on the devices you use to access this site
• Sensitive Data such as a note about accessibility issues or hearing loss that may help us help you. We do not process any sensitive data without your consent.
• Marketing and Communications such as information regarding your preferences regarding reminder messages, marketing communications as well as the medium through which you would like to receive these communications.
• Aggregated Data such as the way you view our website and which pages are of interest. This information is not personal data as it does not reveal your identity. If any information is ever linked to your identity it then becomes personal data and will be treated as such.

In some cases we are required to collect personal data by law or under the terms of the contract between us, and we require the data to be able to perform the contract (such as carrying out a consultation or procedure or dispensing drugs for your pet). If we don’t receive the requested data, we may be unable to carry our contract with you in which case you will be notified accordingly.

If you provide us with any personal data relating to any third party (e.g. information about your spouse or other family members) for particular purposes, by submitting such data to us, you warrant that you have obtained their consent to provide us with their personal data for those purposes.

Our website www.newhopevets.co.uk uses cookies. ‘Cookies’ are small pieces of information sent by an organisation to your computer and stored on your hard drive to allow that website to recognise you when you visit. They collect statistical data about your browsing actions and patterns and do not identify you as an individual. For example, cookies help us to track which pages you visit on our website. This helps us to improve our website and deliver a better, more personalised service.

The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited. More information on Google Analytics’ privacy policy can be found at www.google.com/analytics/learn/privacy.html. It is possible to switch off cookies by setting your browser preferences. For more information on how to switch off cookies on your computer, visit your settings. Turning cookies off may result in a loss of functionality when using our website. Google Analytics uses cookies to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. Google Maps and Apple Maps use cookies which are unique identifiers to allow traffic analysis. Information regarding the Apple privacy policy can be found at www.apple.com/uk/privacy/features 

Lawful basis for processing personal data

New Hope Vets may use your personal data to:

• Carry out the practice’s obligations under contracts between New Hope Vets and yourself
• Notify you of changes to our services
• Send you communications which you have requested and that may be of interest to you
• Where we need to comply with legal or regulatory obligation 
• Ask for your feedback on the services we provide
• Process a job application

To fulfil under our contract with you as a client, we may contact you when required to remind you when important healthcare is due. This might include reminders for vaccination, deworming, tick and flea treatments for example. We may also contact you if we feel a check-up is required for an ongoing health condition.  We may use your information collected from our website, via cookies or direct input (e.g.  filling out an online form), to personalise communications to ensure they are relevant to you. We review our retention periods for personal data regularly. Legally we are required to hold some types of information to fulfil our statutory obligations. 

We will hold your personal information on our practice management system Provet Cloud on a digitally secured cloud-based server (further information can be found at www.provet.cloud/terms-and-conditions). All public connections to Provet Cloud are encrypted with HTTPS so transferred data is always encrypted for high security. HTTPS ensures that only the sender and receiver can read carried data. This makes for example man-in-the-middle attacks impossible. HTTPS provides bidirectional encryption of data between a client and server. The Provet Cloud application servers are tested with SSL Labs tests to continuously improve security. Provet Cloud servers always have valid SSL certificates. The Provet Cloud system is currently (08/2020) hosted by one of Amazon’s data centres within the European Union. 

The table below describes the way we may use your data, the legal grounds used for processing it and what our legitimate interests are. 

Processing Personal Data

We will never sell your personal data to anyone or share your information with other companies for marketing purposes without your prior consent.

We may pass your information to third party service providers (sub-contractors) for the purposes completing tasks and/or providing services to you on our behalf (e.g. to process insurance claims, external laboratories). We will only disclose information that is required to fulfil the service. The thirds parties involved are also only allowed to use the data for its intended purpose and not for any other functions or purposes.

We may disclose personal data as permitted or required by law. For example, if asked by the police or HMRC, we may share your personal data for the purposes of prevention or detection of crime. Information is not shared with them outside of this purpose.

In some instances, it may be necessary to transfer your personal data overseas. Any transfers will be made in full compliance with UK data protection laws.

If our business is transferred, sold or integrated with another business, your details may be disclosed to our advisers or any prospective purchaser’s advisers and may be passed on to the new owners of the business.

Our responsibilities under our contract with you might include contacting you from time to time to remind you, for example, when vaccinations are due or when you should collect or use parasite protection. Communication about these is essential to the long-term health of your pet. For that reason, we do not ask for your consent to send these messages as legitimate interest is our legal basis for doing so. However, if you have a preference as to how you would prefer to receive reminders (e.g. by SMS, email or post) please let us know by emailing howcanwehelp@newhopevets.co.uk  or by calling 0151 4591595, or by writing to us at: New Hope Vets, 49 Field Rd, New Brighton, Wallasey, Wirral, CH45 5BG. You may also opt-out of receiving messages at any time.

Your personal data will be retained for as long as it is necessary to fulfil the purpose for which it is collected or for business or legal purposes, or in accordance with applicable laws.

Data Subject Rights

All data subjects have the following rights:

• Right to be informed – you have the rights to know what data is being collected, how it is being used, how long it will be kept and whether it will be shared with any third parties.
• Right of access – you have the right to request a copy of the information that we hold about you.
• Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.
• Right to be forgotten – in certain circumstances you can ask for the data we hold about you to be erased from our records.
• Right of portability – you have the right to have the data we hold about you transferred to another organisation.
• Right to restriction of processing – where certain conditions apply you have a right to restrict the processing.
• Right to object – you have the right to object to certain types of processing such as direct marketing.
• Right to object to automated processing, including profiling – you also have the right not to be subject to the legal effects of automated processing or profiling.

In the event that New Hope Vets refuses your request under rights of access, we will provide you with a reason as to why, which you have the right to legally challenge.

Keeping Your Information Up to Date

To provide a high-quality service it is important that we have accurate records. We may regularly ask you if any details have changed to ensure our records are up to date. You can ask for a record of the information we hold at any time by contacting us via email at howcanwehelp@newhopevets.co.uk, or calling us on 0151 4591595, or writing to us at: New Hope Vets, 49 Field Rd, New Brighton, Wallasey, Wirral, CH45 5BG.

You also have the right to be forgotten and can request this at any time at which point we process the request without any undue delay.  Information on requesting data collected about you can be found at https://ico.org.uk/for-the-public/personal-information/

Security

When you provide us personal data, we take steps to ensure that it is treated securely. Any information transmitted via our website such as payment card details is encrypted using industry-standard 256 Bit SSL. Please do not send us any sensitive information via emails as they are never 100% secure. If you need to send us sensitive information, please call us on 0151 4591595 and provide us with the relevant information (such as bank card details) over the phone or preferably provide the details in person on a visit to the practice. In cases where there may be links to other websites, please note that we have no control over thirds-party websites and you are asked to review the privacy policies associated with the relevant websites.

Latest Update to Policy

This Policy was last updated in October 2022