Privacy Notice

Who we are

Pilgrims Vets LLP, trading as Pilgrims Veterinary Practice.

Registered company number: OC382044

Registered address: 5-7 Castle Street, Cranborne, Dorset, BH21 5PZ, Tel 01725 551119

Main branch address: Gorse Farm, Blissford Road, Fordingbridge, Hants, SP6 2JH, Tel 01425 657700

Data Protection Manager: Nicola Bentley, email nikki@pilgrimsvets.org.uk

What data we collect and how it is used by us

When registering with the practice, we will collect a minimum of personal data from you to provide you with our veterinary service, including but not limited to professional advice, diagnosis and treatment of conditions affecting your animals, preventative care and purchase of prescription medication.

As the person responsible for paying the veterinary fees for our service, your name, address, telephone numbers email addresses, insurance policy number and CPH number (farm only) may be collected from yourself in person, over the phone, or via a Contact Update and Consent Form signed by yourself. This data allows us to provide our basic service to you and your animal, optimise our communication with you, and create an account as per our terms and conditions of business (see website or back of invoice). This may include giving updates when your animal is in for a procedure, reporting lab results, checking the progress of an outpatient, confirming visits, or sending invoices. If you are a new equine or farm client and would like a credit account, you may also be asked for a proof of identity and address. Copies will not be taken.

As an agent for the animal under our care, and not the primary bill payer, your telephone number may be provided by the primary bill payer strictly for the purposes of communicating about a planned veterinary service (e.g. equine visit, or small animal discharge from practice). Any other purposes will be consented by you in person or over the phone and a record of this consent made.

Records of all client communication are all kept on our practice management system. This may summarise personal opinions relevant to the service we have provided only and are recorded objectively for the purposes of helping to resolve any potential future disputes.

The legal basis for the above is contractual.

Cookies

We collect the following cookies through our website:

COOKIE NAME PURPOSE
Google Analytics To distinguish users and sessions. To understand user interactions on the website. To see how visitors found the website. To record the amount of traffic to the website. To find out how long visitors are on the website and bounce rates. To display client reviews from Google.

Further information can be found at Google privacy policy

Facebook To display client reviews from Facebook.
YouTube To host and display YouTube videos around the site. To collect viewer statistics, such as how many people have viewed the videos.

How long your data is stored

Your personal data will be stored on our practice management software database for 7 years, at which point, all data except your surname will be deleted. The surname will continue to be used to identify individual animal clinical history and basic accounting records. You have the right to request that your other data is deleted at any point and so long as your account has no bad debt history or unresolved grievances (for which we have a legal basis to retain your data) this will usually be granted.

How your data may be shared and processed

Below is a summary of which and how your data may be shared and processed by third parties:

SUPPLIER TYPE PURPOSE LEGITIMATE BASIS
External Laboratory e.g. Idexx, TDDS, AHT, Langford, RVC, APHA, BioBest, SAC, Liphook Name only Laboratory tests Contractual
Referral Hospitals

E.g. Liphook, Endells, Anderson Moores, SCVS

Name, Address, phone number Referral veterinary care Consent
Other practices Name only Transferring clinical history for second opinions or moving practices Legitimate
Insurance Companies Name, policy number Claiming veterinary fees Contractual
Microchip Companies Name, Address, phone numbers, email address Registration and contact for animal identity Legal (dogs, horses), Contractual (others)
Virtual Recall

Pharmaceutical Company

 

Names, address, phone numbers, email address Small Animal and Equine vaccination and parasite treatment reminders Legitimate
Virtual Recall

Vet Text

Pharmaceutical Company

Names, address, phone numbers, email address  Feedback surveys, other surveys, other SMS marketing

 

Consent
Mailchimp Email address Newsletter, other email marketing Consent
NADIS Email address Farm parasite forecasts Consent

Legitimate Interests

We use your data for the following purposes, without your explicit consent, which we feel is in your legitimate interest to do so. This is after having balanced the benefits to you and your animal versus your right to not be contacted or have your data used unnecessarily. You may request your right to restrict your data being used in this way at any point.

-Vaccines and parasite treatment reminders – iRecall (www.virtualrecall.com) for dogs and cats, Zoetis for equine

-Following a vaccination or purchase of prescription parasite treatment products, we send you a reminder through SMS, email or post (depending on what data we hold for you) at the time the next treatment is due. We use Virtual Recall, a company who remotely access our practice database to tailor which reminders you need and when, ensuring that after you have invested in the protection, your animal is not left at risk to disease.

-Transferring your animal’s clinical history – other veterinary practices

-If you decide to move practices for whatever reason, we will often be contacted by the new practice to request your animal’s clinical history, without first confirming your consent. In this case, we will only use your surname to aid identification of your animal fully alongside its clinical notes. At your request, we can transfer all your personal data.

Should you no longer need the provision of our services, we will mark you as “inactive” on our database which will restrict any in-house or third-party processing of your personal data. You may request that all your personal data is deleted.

Your Rights

The GDPR provides the following rights for individuals:

  1. The right to be informed
  2. The right of access (Subject Access Request)
  3. The right to rectification
  4. The right to erasure
  5. The right to restrict processing
  6. The right to data portability
  7. The right to object
  8. Rights in relation to automated decision making and profiling.

You may request for any of the above at any stage.

Where we feel there is a contractual, legal or historical purpose to hold or process your data we won’t necessarily find it reasonable to comply with your request for rectification, erasure, restriction of processing or objection of processing. We have one month to respond to your verbal or written request and should you not be satisfied with a reasonable result, you have the right to contact the ICO for complaint or enforce your right through judicial remediary.

Where your data has been passed on to a third party for processing, we will of course update them of any request to change.