Privacy policy

Customer Privacy Policy

Contact details

• What information we collect, use, and why
• Lawful bases and data protection rights
• Where we get personal information from
• How long we keep information
• Who we share information with
• How to complain

What information we collect, use, and why

• Name, address and contact details
• Gender
• Date of birth
• Health information (including medical conditions, allergies, medical requirements and medical history)
• Information about care needs (including disabilities, home conditions, medication and dietary requirements and general care provisions)
• Test results (including psychological evaluations, scans, bloods, x-rays, tissue tests and genetic tests)
• Payment details (including card or bank information for transfers and direct debits)

• Names and contact details
• Address
• Payment details
• Relevant information from previous investigations

• Health information

Lawful bases and data protection rights

• Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.
• Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.
• Your right to erasure - You have the right to ask us to delete your personal information. You can read more about this right here.
• Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. You can read more about this right here.
• Your right to object to processing - You have the right to object to the processing of your personal data. You can read more about this right here.
• 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. You can read more about this right here.
• Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.

Our lawful bases for the collection and use of your data

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
• Legitimate interest: We will ask you about your health and medical history and its effects upon your hearing difficulty to assist us in managing the condition. We may ask about any family history of hearing loss to help determine if there is any genetic hearing impairments. We may ask if you have any psychological or mental health illness or support as this can affect hearing and rehabilitation of hearing loss. We also need this information because it may present a contraindication to a test procedure being carried out.
• Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability.
• Our legitimate interests are: We will need to ask regarding health, wellbeing and mental health in order to make any diagnosis of hearing loss or hearing disorder and in order to create a rehabilitation or management plan.
• Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.

• Directly from you
• Family members or carers
• Other health and care providers
• Solicitors or Medico-Legal agencies making a claim on the client's behalf

How long we keep information

Who we share information with

• Other health providers (eg GPs and consultants) with your consent
• Medico-legal company or Solicitor only where you have instructed them to pursue a claim on your behalf

Duty of confidentiality

• you’ve provided us with your consent (we have taken it as implied to provide you with care, or you have given it explicitly for other uses);
• we have a legal requirement (including court orders) to collect, share or use the data;
• on a case-by-case basis, the public interest to collect, share and use the data overrides the public interest served by protecting the duty of confidentiality (for example sharing information with the police to support the detection or prevention of serious crime);
• If in England or Wales – the requirements of The Health Service (Control of Patient Information) Regulations 2002 are satisfied; or

How to complain

The ICO’s address