Privacy policy

Privacy Policy (Updated August 2024)

Our privacy policy which complies with General Data Protection Regulation (GDPR),

explains what personal information we collect and store, how we use it and in certain circumstances who we may share it with. This policy is updated occasionally as stated at top of this document and unless required to, we will not notify you of these changes.

We hope this policy is clear and concise, but we would be happy to answer any questions or provide further information – please contact any of the Practices or email portishead@wtvets.co.uk

1. What information will we collect from you?

  • We will ask you for some essential information which you may provide voluntarily such as your name, postal address, phone numbers, email addresses and any authorisation regarding a second contact.
  • If you are a new client who has previously been registered at another Veterinary Practice, we will request their contact information and your permission for us to contact them to obtain your pet’s medical health records
  • We obviously store lots more information about your pet(s) and while this is not governed by GDPR it may include health/medication information, insurance details, financial records and other legitimate information to ensure we can look after your pets properly and professionally.
  • In special circumstances and with your consent we may collect information regarding your own health to ensure we can meet any special requirements you may have.
  • You may choose to interact with us on our social media platforms or use contact request forms on our website www.wtvets.co.uk and www.hydro.vet). When you visit our website, some information may be collected automatically using cookies and similar tracking technology including your IP address, device type, operating system and other technical information. This is managed for us via our website provider.
  • We have CCTV in our car parks and receptions where images may be recorded for the prevention of crime.
  • We may also record telephone calls for training and quality purposes.
  • Occasionally we may receive your information from a third party, but we would check to make sure they have your consent to share these details.

2. How will we use the information gathered?

We may use the information you supply to us in various ways but most importantly to provide products and services for your pet.

  • Your pet’s preventative health-care is vital, to ensure a healthy and happy life with you. Health-care reminders include those about flea and worming treatment, vaccinations, and your vet appointments.
  • We may also get in touch about new health care screening for conditions for which your pet may be at risk. The treatment reminder process is managed by an external supplier on our behalf with appointment reminders being sent directly from our system. We believe that this is a legitimate reason for using your information.
  • We want to tell you what is going on within the Practice either in the form of our monthly e-newsletter or as one-off communications about changes such as opening hours. It might also be an invitation to a client education event/ open day or surveys about our performance and services. These processes are managed by an external supplier on our behalf.
  • Our suppliers, from time to time, provide us with special marketing offers which we can pass onto you, for example discounts for pet food. We do not give your data to third parties without your consent. Any contact regarding marketing offers of this type would be managed in-house or using the same external supplier who manages our reminders.

3. Who do we share your information with?

We will not share your information with any third parties for their own marketing purposes and we do not sell your data. However, in order for us to look after your pet, we may need to share your data with companies working on our behalf. These may include:

  • Specialist referral centres, specialist veterinary hospitals or external laboratory services when your pet needs to be referred for specialist care or diagnostics
  • Other veterinary practices where you have consented for this to be shared
  • Insurance companies regarding your pet insurance
  • Our Adored Pets Club provider (VetSuccess)
  • Our website provider (Ice House Design)
  • Our practice management software provider (Teleos)
  • Our reminder provider (iRecall)
  • Our online booking partner (Vetstoria)
  • Our exercise prescription service (Equicantis)
  • You may also call our Out of Hours answering service who will ask you for some vital information to give our team for us to be able to assist with your enquiry
  • Law enforcement agency or regulatory body where we believe the disclosure is necessary
  • Anyone else where you have given us direct consent.

We have contracts in place with these third parties which means they are not allowed to use your information for any other reasons, must store it correctly and keep it for the appropriate time (or immediately delete if the contract is terminated). Please contact us if you have any questions regarding the third parties we may share your details with.

4. How do we keep your personal information safe?

We use lots of appropriate measures to ensure your personal information is kept secure both technical and organisational. All information provided by you will be treated securely and we would take any breach of the systems or policies very seriously.

5. How long do we keep your information?

We will keep your information for as long as you are a customer and may periodically ask you to update and review this information. If you are no longer a customer, we will delete or anonymize your information as we may be required to keep your information for up to eight years so we satisfy other rules and regulations we have to adhere to.

6. What data protection rights do you have?

  • You have the right to access, correct, update or request deletion of your personal information at any time. Please contact the practice where your pet is registered.
  • You have the right to ask us to stop using your personal information but there may be a legal reason as to why we would need to continue using this.
  • You have the right to change your preferences or opt out of marketing communications.
  • You have the right to ask for your data to be transferred in an appropriate format to another Veterinary Practice.
  • You have the right to complain about our collection and use of your personal information. Please do this in writing to the Practice or via portishead@wtvets.co.uk.
  • If you are not satisfied with our resolution, you can contact the Information Commissioner’s Office via www.ico.org.uk. Our ICO registration number is CSN8434840.