The following privacy notice tells you about the information we collect from you, either in store, by phone or via our website. In collecting this information, we are acting as a data controller and, by law, we are required to provide you with information about us, about why and how we use your data, and about the rights you have over your data.

It also applies even if you are not one of our customers and you choose to interact with us, such as by taking part in a survey or trial, entering a prize promotion or making general enquiries about our services via our website, in person or by phone.

Collection of your personal information

In addition to your basic contact information (name, date of birth, telephone numbers and your addresses) we will collect other relevant details including current and past health and medication information, your examination results, payment details and lifestyle information. We may also store associated information received from other health care professionals as part of your ongoing care.

How we use your information

The information we collect about you is used to ensure we provide you with the best and most appropriate products and services. In addition to your ongoing eye care, we will remind you when appointments are due and suggest relevant products or services that we believe would be of interest. We use your contact information to respond to queries from you, and where appropriate your bank details to collect Direct Debit payments as agreed. We may occasionally contact you to ask for your feedback on services we have provided and to offer the opportunity to trial new products. You can explore the various ways your personal information is used below:

To provide optical products and services

We will use your information provide you with products and services that are directly linked to your eye care needs.

We may use the following information for this purpose:

• Your contact details and other personal information, including your name, date of birth, NI number, gender, address, phone number(s) and email address.

• Information relating to any benefits you receive, where applicable.

• Your payment and financial information.

• Your communications to and from us, including emails, text messages and phone call history.

• Your clinical and medical records and history, including any information you give to us regarding you general and optical health.

• Your GP, or other health care professionals details.

This means we will:

• Record details about the products and services you use or order from us.

• Send you product or service related information messages (including, appointment confirmation, appointment reminders, appointment cancellation, notification of products ready to collect and notification of delays.

• Let you create and log in to your online account.

• Give information to third-party health care providers, such as your GP or other consultants where we are clinically obliged to do so (if we do this, we still control your data and take appropriate steps to ensure it is properly protected).

We use your information in this way for the purpose of proving health care and as we consider it our legitimate interest, so that we can operate as an efficient and effective business as possible.


To provide non-optical products and services

We will use your personal information to provide you with products and services that are not directly linked to your eye care needs.

We may use the following information for this purpose:

• Your contact details and other personal information, including your name, date of birth, NI number, gender, address, phone number(s) and email address.

• Your payment and financial information.

• Your communications to and from us, including emails, text messages and phone call history.

This means we will:

• Record details about the products and services you use or order from us.

• Send you product or service related information messages (including, appointment confirmation, appointment reminders, appointment cancellation, notification of products ready to collect and notification of delays.

• Let you create and log in to your online account.

We use your information to provide products and service to you, and consider it in yours and our legitimate interest to do so, so that we can operate as an efficient and effective business as possible.


To market to you and identify products and services that may interest you (existing customer of Clapham Eyecare)

We may use your personal information to send direct marketing for products and services that we believe may be of interest to you, either due to new products and services becoming available that you may be unaware of or based on your previous purchase history with us.

We may use the following information for this purpose:

• Your contact details and other personal information, including your name, date of birth, NI number, gender, address, phone number(s) and email address.

• Your payment and financial information.

• Details of previous purchases made from us.

• Your clinical and medical records and history, including any information you give to us regarding you general and optical health.

This means we will:

• Tell you about products and services you might be interested in.

• Use your personal information and purchase history to better understand you as a customer to tailor communications we send you.

• Recommend new or alternative products and service that might better suit your needs.

We may send you information about the products and services we offer by phone, post, email and text message, as well as via our MySight portal, where applicable. We also use the information to personalise these message wherever we believe we can, as we believe it is important to make them relevant to you. We do this as we have a legitimate interest, and believe that you also have a legitimate interest, in keeping you up to date with our products and services. In each email and text message you receive you have the option to opt-out of such communication in the future.

You can ask us to stop sending you marketing information at any time, or change your preferences as to how we communicate with you, via our MySight portal or in-store.


To market to you and identify products and services that may interest you, if you have made contact via our website

We may use your personal information to send direct marketing for products and services that we believe may be of interest to you. We do that if you have been in touch with us via our website.

We may use the following information for this purpose:

• Your contact details and other personal information, including your name, date of birth, NI number, gender, address, phone number(s) and email address.

• Any additional information you provide us with via our website.

This means we will:

• Tell you about products and services you might be interested in.

• Use your personal information, and any correspondence provided by you, to tailor communications we send you.

• Recommend new or alternative products and service that might better suit your needs.

We may send you information about the products and services we offer by phone, post, email and text message, as well as via our MySight portal, where applicable. We also use the information to personalise these message wherever we believe we can, as we believe it is important to make them relevant to you. We do this if you given us your express consent to do so. In each email and text message you receive you have the option to opt-out of such communication in the future.

You can ask us to stop sending you marketing information at any time, change your preferences as to how we communicate with you, or withdraw your consent at anytime via our MySight portal or by contacting a member of our team.


To develop our business and better understand what our customers want

We may use the following information for this purpose:

• Your contact details and other personal information, including your name, date of birth, gender, address, phone number(s) and email address.

• Your payment and financial information.

• Details of previous purchases made from us.

• Your communications to and from us, including emails, text messages and phone call history.

• Your clinical and medical records and history, including any information you give to us regarding you general and optical health.

This means we will:

• Train our people and suppliers to provide you with better products and services (any information shared with third-parties will be made anonymous prior to sharing).

• Maintains, test and develop our processes and procedures to provide better products and services in the future.

• Share your information internally within Clapham Eyecare for administrative purposes.

• Run surveys and market research about our products and services.

If we use your personal information to help us develop our business we do so because we have a legitimate business interest of operating an effective and efficient business, which can adapt and improve to better meet our customers’ needs.


To collect direct debit payments

We will use your personal information if you opt to pay for products and services via direct debit.

We may use the following information for this purpose:

• Your contact details and other personal information, including your name, date of birth, gender, address, phone number(s) and email address.

• Your payment and financial information, including bank account details.

• Details of previous purchases made from us

• Your communications to and from us, including emails, text messages and phone call history

• Your clinical and medical records.

This means we will:

• Setup a direct debit with your bank, via our practice management software (Optix).

• Keep records of payment history and future scheduled payments.

• Contact you regarding issues that arise from the processing of direct debit payments, such as to inform you of any payment issues or to make changes to future payments.

We will use your personal information for the purpose of direct debit payments because you have given us express permission to do so and for the legitimate interests of the business.


To collect debt

If you don’t pay any outstanding amounts owed to Clapham Eyecare, we may ask a debt-recovery agency to collect what you owe.

We may use the following information for this purpose:

• Your contact details and other personal information, including your name, date of birth, gender, address, phone number(s) and email address.

• Your payment and financial information.

• Details of previous purchases made from us.

We may also sell your debt to another organisation to allow us to receive the amount owed to us.

If we use your personal information for the purpose of debt recovery it is because we have a legitimate interest to do so in order to recover the debt for the financial security of the business. We will only share the minimum information required to complete the debt recovery.


To meet our legal and regulatory obligations

We may have to share you personal information with third party organisations to meet our legal and regulatory obligations. An example of such sharing would be in the event of a complaint being made against us, where one of our governing bodies requires information to investigate the complaint.

In such circumstances we will contact you to outline the nature of the complaint and to advise of the information being shared, such as you contact details, clinical history and purchase details. We will seek your consent wherever possible, but in order to meet certain legal and regulatory obligations information may be shared without prior consent.



Our policy on storage, processing and retention of your information

To provision and manage our services, your data is stored and processed by Optix Software Ltd within their UK facilities that are certified to ISO27001. If we collect Direct Debits from you these payments will be processed by Eyecare Payments Ltd. Any third-party company is only permitted to process your data for the specified purposes and in accordance with our instructions.

We retain your information for as long as reasonably necessary to provide our products and services and to maintain records to satisfy tax and other legal requirements.

Sharing your information

We use some third-party service providers to carry out services on our behalf, to help us provide service to you or to fulfil our clinical obligations.

We may use them to:

• Provide marketing, customer-service, infrastructure, information-technology services and other business services (such as accounting).

• Share clinical records and personal details for the purpose of providing on-going care, for example, with your GP or other health care professionals.

• Process payment transactions, including direct debit and NHS payment authorities.

• Collect debts.

• Run surveys.

Where we use a third-party organisation we will still control your personal information and have controls in place to make sure it is properly protected.

In these cases, only the minimum information required will be shared. Rarely, the law requires us to pass on information to prevent serious crime or injury. Where possible, we will inform you of requests to share personal information.

If there’s a change (or expected change) in who owns us, or any of our assets, we might share personal information to the new (or prospective) owner. If we do, they will have to keep it confidential.

Your rights with respect to the Personal Information we hold

You are entitled to access the personal information that we hold on you; any such request should be made using our contact details below. If any data we hold is inaccurate, this will be corrected promptly on request. In certain circumstances you can request that we erase your data which we will do where this would not prevent us meeting our legal and regulatory obligations.

Updating your communication preferences

You may ask that we do not send you communications using any of the contact details we hold on our records, this may include your email, SMS, telephone and postal information. You may also request we restrict our communications to clinically necessary messages. Your personal preferences can be changed at any time by using the link at the end of every email and SMS message we send, via our MySight portal at www.claphameyecare.co.uk or by using our contact details below.

Use of Cookies

A cookie is a small text file containing information that a web site transfers to your computer’s hard disk for record-keeping purposes. A cookie cannot give us access to your computer or to your personal information. Most web browsers automatically accept cookies; consult your browser’s manual or online help if you want information on restricting or disabling the browser’s handling of cookies. If you disable cookies, you can still view the information on our web site, but the functionality of certain areas may be reduced.

Privacy policy updates

We reserve our right to make any changes and updates to this privacy policy without giving you notice as and when we need to. Our most up to date privacy policy is always available on our website.

Contacting us

You can reach Clapham Eyecare by email: info@claphameyecare.co.uk, telephone: 02380865493 or by post at 9 Commercial Road, Totton, Hampshire, SO40 3BX

Clapham Eyecare Privacy Policy

MySight

Take control of your own eye care via our MySight portal

MySight is an exciting new portal that allows you access to your personal database within our practice systems. MySight allows you to view many aspects of your eye care history with us, including your previous appointments and prescription details, when your next appointment is due and even allows you to book an appointment for a time that suits you.

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