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Our contact details

Name: DeafEnders ear care Ltd

Address: Unit 4, The Pound, Coate, Devizes, Wiltshire, SN10 3LG

Phone Number: 01380 825777

E-mail: info@deafenders.com

The type of personal information we collect

DeafEnders ear care currently collects and process’s the following information to ensure we can provide a safe and relevant treatment plan for our clients.

  • your name

  • your date of birth

  • your contact phone numbers (including mobile)

  • your email and postal address

  • your relevant health details including current and past ear health conditions, general health conditions, current medication details and medication allergies.

  • your employment, lifestyle information

  • details of any prescription supplied to you by your healthcare professional or medical practitioner.

  • information that you provide by filling in forms on our website.

  • details of your visit to the website and any transactions you carry out on the website.

  • any information or images you give us.

  • any other information you have voluntarily given us.
     

How we get the personal information and why we have it and how we use it

 

Most of the personal information we process is provided to us directly by you for one of the following reason-

 

  • So that we can provide you with the best possible, safe, ear health care and consistent customer experience.

 

We will only process your information if we have a lawful basis to do so. The lawful bases we rely on are-

 

  • To perform ear examinations so we can understand your ear health concerns in conjunction with any existing medical conditions.

  • To book and document outcomes from your ear consultation and treatments.

  • To confirm your appointment. We'll send you a confirmation if you book online and a courtesy reminder will be sent a short period before the appointment is due.

  • To contact you about changes to our service that could affect or be of inconvenience you.

  • To send you direct marketing communications about our products, offers and discounts by post, email, sms, telephone and social media. You can opt out of these communications at any time.

  • Survey and feedback requests to help us improve our service to you and make our services and products more relevant to you.

  • To improve our products and services to you, we use data collected using customer surveys and research. We carry out analytics on the information we hold about our customers to help us understand who our customers are, how they use our services, purchasing behaviours, and how people interact with us. This enables us to plan and optimise our business - for example, appointment attendance, maximise the effectiveness of our advertising, products, services and understand how our business is performing.

  • If you are browsing our website, we will not collect any information which will identify you by name.

  • To ensure we can respond to complaints, queries and any claims made against us.

 

We rely on contractual obligations when we process your information to fulfil an arrangement, we have made with you-

 

  • Administration of your online account

  • To payment card processors to process credit and debit card payments and store payment information

  • So, we can provide our products and services to you.

  • To meet our contractual obligations
     

We rely on legal obligations where we have a statutory or other legal obligation to process the information, such as for the investigation of crime:

Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information, you can remove your consent at any time. You can do this by contacting us at info.@deafenders.com

How we store your personal information

Your information is securely stored in our electronic notes system, Cliniko.

Whenever your data is inputted into Cliniko, it’s encrypted using HTTPS (end-to-end encryption). We use a 2048-bit SSL certification for encryption in transit. All data is also encrypted at rest and backed up daily, using the industry-standard AES-256 encryption algorithm. In short, all data shared between you and DeafEnders ear care notes system Cliniko is transmitted and stored securely. No one can read the information except for DeafEnders ear care.

Cliniko is hosted in state-of-the-art datacentre facilities. Physical access is controlled at the perimeter and building entry points by professional security staff using video surveillance, intrusion detection systems, and other electronic means.

DeafEnders ear care use an entirely paperless system to reduce any risks to  client privacy and information security.

DeafEnders ear care is registered with the Care Quality Commission which has stringent requirements to be met in ensuring client information and data is safely stored. DeafEnders ear care were found to have met these requirements when registered in April 2023. These requirements are reviewed on an annual basis to ensure continued compliance.

We keep your personal information for five years after your last appointment. We will then appropriately dispose your information.

 

Your data protection rights.

 

Under data protection law, you have rights including-

 

Your right of access - You have the right to ask us for copies of your personal information.

Your right to rectification - You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing - You have the right to ask us to restrict the processing of your personal information in certain circumstances.

Your right to object to processing - You have the right to object to the processing of your personal information in certain circumstances.

Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

Please contact us at info@deafenders.com or in writing to Unit 4, The Pound, Coate, Devizes, Wiltshire, SN10 3LG, if you wish to make a request.

 

How to complain

 

If you have any concerns about our use of your personal information, you can make a complaint to us at info@deafenders.com or in writing to Unit 4, The Pound, Coate, Devizes, Wiltshire, SN10 3LG.

DeafEnders ear care are registered with the Information Commissioners Office, and therefore if you are unhappy with how we have used your data, and have been unable to resolve the issue with us directly, you have the right to complain directly with the ICO.

The ICO’s address:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

Helpline number: 0303 123 1113 ICO website: https://www.ico.org.uk

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