1. Introduction & General Terms
This policy not only relates to any personal information you provide to our site; it also relates to our use of any personal information you provide to us via phone or text, by email, in letters, our social media or other correspondence.
The Lovely Clinic is committed to safeguarding your personal information. Whenever you provide such information, we are legally obliged to use your information in line with all laws concerning the protection of personal information, including the Data Protection Act 2018 (these laws are referred to collectively in this policy as the “data protection laws”).
2. Who are we?
The Lovely Clinic provides medical services. We are primarily located in the UK. When we refer to “we”’, “us” or “our”, we are referring to The Lovely Clinic.
3. What information will The Lovely Clinic collect about me?
We may collect and process the following data about you:
Information you give us. You may give us personal information when you participate in, access or sign up to any of our products, services, activities, visit our site and/or complete any of our online forms, or by corresponding with us by phone, email or otherwise. This can consist of information such as your name, email address, postal address, landline telephone or mobile number, and date of birth, depending on the activity involved.
Information we collect about you. With regard to each of your visits to our site we may automatically collect the following information:
Information we receive from other sources. We may receive information about you if you use any of the other services we provide. We are also working closely with third parties (including, for example, business partners, sub-contractors, advertising networks, analytics providers, and search information providers) and may receive information about you from them.
4. How will The Lovely Clinic use the information it collects about me?
We will use your personal information for a number of purposes including the following:
To provide our products, services arising from any engagements entered into between you and us, activities or online content and to deal with your requests and enquiries.
For “service administration purposes”, which means that we may contact you for reasons related to the service, activity or online content you have signed up for, as set out in section 5 below.
To contact you about a submission you have made, including any content you provide.
To provide you with information about our services, activities or online content that you request from us and to provide you with information about other services we offer that are similar to those that you have already purchased or enquired about.
To provide you, or permit selected third parties to provide you, with information about products or services we feel may interest you. If you are an existing client, we will only contact you by electronic means (e-mail or SMS) with information about products and services similar to those which were the subject of a previous instruction or engagement or negotiations of such to you. If you are not an existing client, and where we permit selected third parties to use your data, we (or they) will contact you by electronic means only if you have consented to this.
To use IP addresses to identify the location of users, to block disruptive use, to establish the number of visits and generally to administer our site including troubleshooting, data analysis, testing and research.
To analyse and improve the services offered on our site and to notify you of changes.
To provide you with the most user-friendly navigation experience. We may also use and disclose information in aggregate (so that no individuals are identified) for marketing and strategic development purposes.
To ensure that content from our site is presented in the most effective manner for you and for your computer.
Where we propose using your personal information for any other uses, we will ensure that we notify you first. You will also be given the opportunity to withhold or withdraw your consent for the use of your personal information for purposes other than those listed above.
5. When will The Lovely Clinic contact me?
We may contact you:
6. Will The Lovely Clinic share my personal information with anyone else?
We will keep your information confidential except where disclosure is required or permitted by law (for example to government bodies and law enforcement agencies) or as described in this section.
We may share your personal information with other members of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the Companies Act 2006.
In addition, sometimes we share your information with selected third parties as follows:
We may disclose your personal information to third parties:
7. Offensive or inappropriate content on the The Lovely Clinic website
If you post or send offensive, inappropriate or objectionable content anywhere on or to our site or otherwise engage in any disruptive behaviour with regards to any of our services, we may use your personal information to stop such behaviour.
Where The Lovely Clinic reasonably believes that you are or may be in breach of any applicable laws (e.g. because content you have posted may be defamatory), we may use your personal information to inform relevant third parties such as your employer, school, email/internet provider, or law enforcement agencies about the content and your behaviour.
8. Where we store your personal data
The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (“EEA”). It may also be processed by staff operating outside the EEA who work for us, or for one of our suppliers. Such staff may be engaged in, among other things, the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this policy, though we must state that, unfortunately, the transmission of information via the internet can never be guaranteed as being completely secure. Therefore, although we will always do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
9. What if I am a user aged 16 or under?
If you are aged 16 or under, please get your parent/guardian’s permission before you provide any personal information to us. Users of this nature and without this consent are not allowed to provide us with personal information.
10. Can I find out what personal information The Lovely Clinic holds about me?
Under the Data Protection Act 2018, you have the right to request a copy of the personal information we hold about you and to have any inaccuracies corrected. We charge £10 for information requests and require you to prove your identity with two pieces of approved identification. We will use reasonable efforts to supply, correct or delete personal information about you on our files.
Please address requests and questions about this or any other question about this policy to the Data Protection Officer, The Lovely Clinic, @ The D Thomas Clinic, 25 Walton Street, London SW3 2HU or email email@example.com.
As a clinic, we strive to provide the best possible service for our patients. However, we recognise that sometimes you may feel that we have not met your needs.
A complaint is any communication involving goods or a service that requires an investigation and formal response. If you have any complaint or concern about the service you have received from the doctors or staff working at this centre, you are entitled to ask for an explanation.
We operate an in-house complaints procedure to deal with your complaint. This procedure does not deal with matters of legal liability or compensation.
We promise you we will:
Listen to your complaint or concern.
Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice.
Improve the service however we can.
How to make your complaint
We hope that we can resolve your problem easily and promptly and, where possible, at the time the problem arises and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would request that you to do so as soon as possible, this will enable us to establish what happened more easily. Please make your complaint in writing to 25 Walton Street, London, SW3 2HU or via email to firstname.lastname@example.org. If you would like assistance with making your complaint, a member of staff will be able to help you. Please be assured that any complaint you make, written or verbal, will be treated in strict confidence and have no effect upon the level of treatment and care that you receive at the practice.
If you would prefer a family member, friend or advocate to make the complaint on your behalf, they may do so and the clinic will work with them and yourself to resolve the problem. However, whilst we can receive a complaint on your behalf we cannot provide any medical information to a third party without your authority. To discuss or provide confidential information we would require a note signed and dated by you. A member of our staff would be happy to assist you with this.
What happens next?
Your complaint will be acknowledged within three working days of receiving it. This may well be a phone call from The Lovely Clinic to you (or your advocate) to make sure we fully understand your complaint. We aim to make a full response to you within the next 20 working days. During that time the clinic will conduct an investigation to find out what has happened and whether there is any action that can be taken to put things right. This will usually be undertaken by a senior member of staff not directly involved in your complaint where possible. If at the end of those 20 days we are still conducting our investigations, we will notify you of the position and keep you fully informed until our investigations have been concluded.
As a result of the practice investigation we will:
Find out what has happened and if something went wrong.
Identify what, if anything, we can do to make sure that if there is a problem it does not happen again.
lf your complaint includes a member of staff signed up to the ISCAS Code via the Independent Doctors Federation
This is a three-stage procedure where the complaint is initially raised directly with the clinic in stage 1. In stage two there is an internal review by someone not normally involved with stage one. If you are not satisfied by the outcome of both stage one and two, then an external review is carried out in stage three at a ISCAS independent adjudication.
A stage two complaint will be acknowledged within 3 working days of receipt with a full response to the complaint within 20 working days, or an update on progress every 20 working days. The complaint should be concluded within 3 months unless there is a good reason to extend it to a longer timeframe. At stage three ISCAS will send a letter acknowledging request for escalation within three working days of request; Check with the subscriber that stages one and two have been completed, within 10 working days. We will then provide complaint documentation within 15 working days of the request from ISCAS. ISCAS will appoint an Independent Adjudicator within five working days of receipt of the complaint file.
Getting further help with your complaint
We hope that through our practice complaints procedure we can resolve your problem. We believe that this will give us the best chance to put the matter right with you and the opportunity to improve our services for all our patients. If, however, we are unable to resolve your complaint we are members of the Independent Doctors Federation and will refer the complaint to the IDF.