Privacy Policy

Who we are

Vogt Enterprises Ltd trades as Cranbrook Veterinary Centre and Polsloe Veterinary Clinic. “Our”, “this”, “we” and “us” refer to both of these Veterinary Practices. “You” or “your” refers to any person(s) contacting and interacting with the practice in any way.

We are committed to ensuring your privacy is protected when using our website as well as when attending or contacting our practices by any means. By using this website or interacting with the practice in any way, you agree to the information contained in our Privacy Policy. Should you have any further queries regarding information in this policy, please submit this in writing by either email or post. Our website address is: https://www.polsloe-cranbrookvets.com.

This Privacy Policy is subject to periodic reviews and up-dates. Please view this policy periodically to ensure that you are fully informed. This policy is effective as of the 23 May 2018.

What personal data we collect and why we collect it

Personal information and data are collected about you when you register with the practice or make a website or email enquiry. This is so that we have both contact information for you or to identify you with regards to the query or your animals treatment, care and well-being. Personal information and data will also be collected when you use any external facility or service that the practice offers in order to identify you in connection with your animal(s). These include any loyalty plans, microchip registrations, laboratory submissions or in-house monitoring pertaining to your animal(s) for internal record keeping.

The following information is collected and safely and securely stored:

  • Title, first name or initials and surname
  • Full postal address
  • Any relevant alternative addresses
  • Contact telephone numbers to include home and work landlines as well as mobile phone numbers
  • Email addresses
  • Debit or credit card details when payments are made
  • Pet Insurance Policy Number and Detail
  • Any CV’s or job applications that are submitted to the practice

When this Privacy Policy refers to “your full details”, this includes your title, first name or initials, surname, postal address, contact number (usually mobile), email address and at times your pet insurance policy number and details. Financial information is not included in the term “your full details”.

It is important that these details are correct and up-to-date. In order for this to happen, please ensure that all your details are correct with the practices. Staff will periodically ask you to confirm that the details we have are correct and up-to-date.

Comments

When visitors leave comments on the site we collect the data shown in the comments form, and also the visitor’s IP address and browser user agent string to help spam detection.

An anonymised string created from your email address (also called a hash) may be provided to the Gravatar service to see if you are using it. The Gravatar service privacy policy is available here: https://automattic.com/privacy/. After approval of your comment, your profile picture is visible to the public in the context of your comment.

Media

If you upload images to the website, you should avoid uploading images with embedded location data (EXIF GPS) included. Visitors to the website can download and extract any location data from images on the website.

Contact forms

Any contact forms you complete on the website i.e. online registration form will ask for contact details that you give voluntarily. The storage and use of this information is covered in the various sections of this Privacy Policy.

Cookies

If you leave a comment on our site you may opt-in to saving your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.

If you have an account and you log in to this site, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.

When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select “Remember Me”, your login will persist for two weeks. If you log out of your account, the login cookies will be removed.

If you edit or publish an article, an additional cookie will be saved in your browser. This cookie includes no personal data and simply indicates the post ID of the article you just edited. It expires after 1 day.

Embedded content from other websites

Articles on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behave in the exact same way as if the visitor has visited the other website.

These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracing your interaction with the embedded content if you have an account and are logged in to that website.

We do not have any control or say in how this information is collected or stored from other websites. Please visit and read their Privacy Policy to ascertain how your information is used and stored.

Who we share your data with and why

In order to provide certain services to you and your animal(s), we need to share your relevant personal data with a third party. Each third party that we interact with have their own Privacy Policies as well as needing to adhere to the General Data Protection Regulation (GDPR). Should you not want your relevant personal information shared with all or some of the following third parties then please contact either practice to inform our staff and a note will be made on your records.

Your relevant personal information would be shared with the following third parties along with the reasons why:

  • Laboratories – all samples sent to the laboratory will contain your surname along with the animal’s details in order to identify the sample and the results. If the sample is for export purposes then your full details are submitted to the Veterinary Laboratory Agency along with the sample. This is a requirement for exports.
  • Pet Insurance Companies – in order to process your insurance claims or query any policy details and information we would share your full details as necessary by the purpose of the claim query or submission. When you agree to have an insurance covernote provided, your full details are shared with the insurance company.
  • Microchip registration – all microchip registrations require your full details along with the animal’s details for registration.
  • Referral practices – should you agree to a referral at another practice then your full details are shared with this practice.
  • Moving practices – should you wish to move to a different practice that is not within Vogt Enterprises Ltd, we would share your full details along with relevant animal details and history. As practices do not make this request unless you have already registered with them, they will ask your permission to gain access to this information from us.
  • VIP Loyalty Plan – your full details and financial details are shared with the company that monitors the membership of the loyalty plan. You either complete the application form or we complete the form on your behalf with your consent.
  • Animal Crematorium – in the sad event that your animal passes away and you request individual cremation and ashes returned to you, we would share your title, initials, surname, address and telephone number for purposes of identification of the ashes.
  • Immunotherapy – you surname is required when ordering immunotherapy and when applying for a “Special Import Certificate (SIC) which is required for the order.
  • Stem Cell Harvesting and Growth – your surname is required when harvesting and growing stem cells for implantation. This is sent with all samples relating to this service.
  • Banks and payment services – card details and certain personal details are required to process payment for services and supplies within the practice. This could include any payment authorised by you to be made when you are not present i.e. over the telephone.
  • Law enforcement agencies, fraud departments and debt collectors – your full details would need to be provided to these agencies that are governed under different regulations and legislation.
  • Veterinary Defence Society (VDS) – some or all of your full details may be passed onto the VDS in the event of a complaints case.

How long we retain your data

Your personal information and data are retained by the practices as long as you are an active client. Should you no longer be an active client (you have moved away or your animal(s) have passed away and you no longer require our services) then your personal information and data are retained for the minimum period required by other regulations and legislation for tax and legal purposes as set out by the HMRC and the RCVS. Currently that is 7 years from the last entry in the records.

Should specific data require anonymisation within the practice, this would be carried out on a case to case basis.

For users that register via our website, we store the personal information they provide. This information is processed and then deleted within a month.

What rights you have over your data

The General Data Protection Regulation (GDPR) gives rights to anyone who has personal information collected and retained by an organisation. They are as follows:

  • The right to be informed – regarding how your data is collected and processed (used).
  • The right of access – should you wish to access the personal data held about you, you can submit a request in writing and this will be dealt with within one month of the application.
  • The right to rectification – you have the right to have any inaccurate data held corrected.
  • The right to erase or the right to be forgotten – you have the right to request that your personal data is deleted or erased as long as there is no other compelling reason for its continued processing (i.e. other regulations or laws require the data to be securely retained).
  • The right to restrict processing – you have the right to block or restrict how your data is processed.
  • The right to data portability – you can obtain and reuse your personal data for your own purpose or different service. The allows for safe and secure data transfer usually via an IT environment.
  • The right to object – you can object to your personal data being processed, based on legitimate interests or the performance of a task in the public interest/exercise of official authority, direct marketing and processing for purposes of scientific or historical research and statistics.
  • Rights to relation to automated decision making and profiling – this safeguards personal data and information being used in a potentially damaging manner without human intervention.

Where we send your data electronically to include Marketing

Your email or mobile number may be used by the practice and not by a third party to remind you about vaccinations and preventative health care that may be due as well as any other relevant services that pertain to your animal(s). No information for the purpose of marketing is passed onto any third parties. Should you not wish to be contacted in this manner, please contact a member of staff to “Opt Out” of this service. It is possible to “Opt In” or “Opt Out” via telephone, email or post and you can change your decision at any time. Please ensure that you contact the practice in order to carry out any changes.

Enquiries made on our website may be checked through an automated spam detection service.

How we protect your data

All personal data within the practice is processed and stored in a secure and safe manner. Security Policies are in place to ensure both electronic and paper based personal data are secure from data breaches. The practice has electronic safety measures in place to include encryption of information, password protection, processing data over secure lines.

Access to personal data is limited to those that have a legitimate interest and are authorised.

What data breach procedures we have in place

The practice has a Data Breach Policy in place in accordance with the General Data Protection Regulation (GDPR). This includes low and high risk data breach situations. Should a high risk data breach occur regarding your personal data, we will inform both you and the relevant supervisory authority within 72 hours.

How to contact us

Please contact the practice should you have any enquiries regarding our Privacy Policy in writing using one of the following methods.

Email: admin@polsloe-cranbrookvets.com

By post: FAO The Practice Manager, Cranbrook Veterinary Centre, London Road, Rockbeare, Exeter, EX5 2ED, Devon