Privacy Policy – what do we do with your information?

This privacy notice tells you how Blake Veterinary Group Ltd will collect and process your personal data if you register as a client, purchase our services and products, and use our website.

About Us

Blake Veterinary Group Ltd is an independent animal veterinary surgery in Somerset, UK. We protect the health and well-being of your pets, offering a range of services that include: diagnosing and treating sick and injured animals, advising owners on the right pet care, and providing a range of care related products for purchase.

 

Who to contact regarding your personal data

We take your privacy seriously. Our Data Protection Manager looks after data protection and would be happy to answer any of your questions about this privacy notice and how Blake Veterinary Group Ltd uses your data. They can be contacted directly at admin@blakevets.co.uk or on 01278 451592.

The personal data we collect and process

There are five main ways we process the personal data you provide. We endeavor to keep this information accurate and up to date, and not keep it longer than is necessary.

  • To administer your account as a surgery client

In order to provide our service effectively and ensure the best possible care for your pet, we need to collect and process the following personal data when we register you as a client.

Personal data type How the data is collected
First name, Last name As part of registering to be a client
Address As part of registering to be a client
Phone number (normally a mobile) As part of registering to be a client
Email address As part of registering to be a client

This personal data will be used for the following services and purposes:

  • To administer your account and provide the products and services you have requested from us. For example, invoicing, calling to change an appointment and to keep a record for legal and accounting purposes.
  • To inform you by email of service information about the practice. For example, notification of seasonal opening times or changes to out of hours availability.
  • If you have pet insurance and you wish to make a claim, we will pass on your pet’s clinical history with your name and address to your insurance company to allow them to process your claim.
  • If we take a blood sample from your pet, we send the sample to our supplier and provide your surname and address for identification purposes only.
  • If you decide to purchase our healthcare plan and pay by direct debit, you will also need to provide bank account details to set up and confirm your direct debit.
  • To send you marketing communications as a surgery client

We send all our clients the following marketing communications:

  • Reminders for pet vaccinations and administering preventative healthcare treatments.
  • News information on animal welfare, like top tips for exercise and health checks you can do yourself.
  • Promotions and the latest related product offers.
  • Client satisfaction surveys

Clients find these communications useful in administering care to their pets and to keep up to date with what is going on at the surgery. They are only sent to existing clients who can opt-out at any time.

The personal data that we process for these communications is first name, last name, email address and mobile phone number.

We would like our clients to enjoy these communications, so it is important to note that you can opt-out at any time by:

  • Clicking the ‘Unsubscribe’ link in any marketing communications email.
  • Calling our team at the surgery on 01278 451592.
  • Sending us an email to admin@blakevets.co.uk
  • Dropping into the surgery and speaking to a member of our team.
  • To share with veterinary related 3rd parties WITH your consent

There will be occasions where we will need to ask for your consent to share your personal data with a 3rd party:

  • If you would like your pet to be referred to a specialist veterinary surgeon, we will provide them with your pet’s clinical history with your name and address to enable them to confirm your referral appointment.
  • Should you wish to move to an alternative veterinary surgery, we will provide your pet’s clinical history with your name and address to your new vets before closing your account.
  • Should you wish to chip your pet (cats and rabbits), we register your name, address, email and contact numbers with the chip provider. Note that chipping dogs is a legal requirement and we share your personal data in this case under a legal obligation to do so.
  • Should you wish to purchase a dog tag, we will provide your name for identification and your contact number for engraving to the dog tag provider.

Blake Veterinary Group Ltd will not pass on your personal data to any third parties without your consent unless the law requires us to do so. We do not provide any personal data to the suppliers of the medicines we administer or the pet care products we sell.

  • When you interact with our Messenger Bot

We provide clients and non-clients access to free content and certain services in our Facebook Messenger Bot.

The personal data that Facebook provides for us to process these communications is first name, last name, gender, nationality, profile image and Facebook ID. We may also process email address and mobile phone number if provided by the user.

If you are an existing client, we process your personal data under contract and our legitimate interests, which includes marketing as detailed in point 2 above.

If you are not a client, we process your data initially under our legitimate interests to provide the content or service through the Bot that you have requested. We never send marketing messages to non-clients without first asking permission. This permission is consent, which you can withdraw at any time by simply typing “stop” or by using the ‘Unsubscribe’ buttons where they appear.

Note: To use our Bot, a Facebook user must subscribe to the Bot service. It’s the way Facebook works and it’s easy to unsubscribe at any time by simply typing “stop”. It is not the same as agreeing to marketing, which we do separately if you are not a client.

 

  • When you use our blakevets.co.uk website

When someone visits www.blakevets.co.uk we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things like the number of visitors to the various parts of the website. This information is processed in a way which does not identify anyone.

We use cookies, which are small text files that are placed on your computer when you visit. We do this to make our website work more efficiently and to promote our news, products and services on social media. Visit www.blakevets.co.uk/cookie-policy  to manage your cookie settings and view more information on how we use them and why.

Blake Veterinary Group Ltd uses a third party service to help maintain the security and performance of our website. To deliver this service it processes the IP addresses (a number assigned to each of your devices connected to the internet by your broadband provider) of visitors to the Blake Veterinary Group Ltd website.

We provide contact forms on our website and collect users’ personal information to help them complete certain tasks. Each form details the information required and an explanation of what the form is for. For general enquiries, once an enquiry has been dealt with, the data is deleted in line with Blake Veterinary Group Ltd procedures.

Disclosure of personal data to our service providers

We may pass on your personal data to service providers contracted to Blake Veterinary Group Ltd in the course of dealing with you. They act as a data processor on our behalf and are obliged under contract to keep your details secure, and only use them to fulfil the services they provide on our behalf. When they no longer need your data to fulfil this service, they dispose of it in line with Blake Veterinary Group Ltd procedures.

International transfer

We do use data processors that provide our email marketing system and Chatbot system that reside outside the European Economic Area (EEA). This means that the processing of your personal data may involve a transfer of data outside of the EEA.

These data processors are based in the United States and are either EU-US Privacy Shield certified and/or provide a contract using EU model contract clauses, which requires them to provide similar protection to personal data as it has in Europe under GDPR.

How long do we process your data for?

Blake Veterinary Group Ltd is required to retain information in accordance with the law, such as information needed for income tax and audit purposes.

In order to comply with our professional liability insurance, we keep and securely store past clients records for seven years. This includes full name, address, email address and telephone number, but excludes bank account details.

We will only process your personal data whilst you are a client. After two years of inactivity we will email or call clients to prompt them to see if they wish to remain as a client. After two years and six months we will write to or call clients again. If there has been no activity for three years and no response to our enquiries we will close the client’s account and archive the data.

 

 

 

Your rights as a data subject

At any point while we are in possession of or processing your personal data, you the data subject, have the following rights:

  • Right of access – you have the right to request a copy of the information that we hold about you. You can do that by www.blakevets.co.uk/SAR or by calling 01278 451592. If we do hold information about you we will:
    • give you a description of it;
    • tell you why we are holding it
    • tell you who it could be disclosed to; and
    • let you have a copy of the information in an intelligible form.Please note that you will need to provide proof of identity – a current passport or driving licence.
  • Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.
  • Right to be forgotten – in certain circumstances you can ask for the data we hold about you to be erased from our records.
  • Right to restriction of processing – where certain conditions apply to have a right to restrict the processing.
  • Right of portability – you have the right to have the data we hold about you transferred to another organisation.
  • Right to object – you have the right to object to certain types of processing such as direct marketing.
  • Right to object to automated processing, including profiling – you also have the right to be subject to the legal effects of automated processing or profiling.
  • Right to judicial review: in the event that Blake Veterinary Group Ltd refuses your request under rights of access, we will provide you with a reason as to why. You have the right to complain as outlined below.

Complaints

We take the processing of your personal data very seriously and are here to help with any concerns you may have. Please do contact the Data Protection Manager at admin@blakevets.co.uk  or on 01278 451592.

If you are still not happy with how your personal data is being processed by Blake Veterinary Group Ltd or how your complaint has been handled, you also have the right to lodge a complaint directly with the Information Commissioners Office at https://ico.org.uk/concerns/ or by calling 0303 123 1113.

Jess’s remarkable recovery from a flesh-eating bacteria!

Jess is a 2-year-old cat seen at the practice after her owner noticed a sore swelling on her back. The swelling was an abces which was unusually complicated to treat.

parrot
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