33 High Street, Stalham, Norfolk, NR12 9AH 01692 580171. reception@broadlandhousevets.co.uk Broadland House Veterinary Practice is committed to protecting and respecting your privacy and when you register your pet at our practice, you will be asked for some essential information. This policy, together with our general terms and conditions (where it will be listed), sets out how we use your personal information. This applies to any activity involving use of personal data for example, collecting, storing, sharing and destroying.

The Categories of this information that we may collect, process, hold and share may include but not limited to:

• Standard personal data (such as name, address, contact telephone numbers, email addresses)

• Extended personal data (such as bank details, debit and credit card details, insurance forms provided by you and any special ad hoc information)

Why do we collect and use this information?

We use standard data to:

Enable us to carry out every day functions necessary to fulfil what is reasonably expected of us such as make appointments registering your pet on our system, process fees, make contact to discuss your pet's needs or discuss your account, enhance your experience by delivering a personally tailored service, respond to issues, remind you if your pet's due any treatment or inform you of any promotions or special offers relevant to your pet.

We use extended personal data to:

Enable us to carry out specific functions to fulfil what is expected of us, such as take payment, prepare insurance claim forms, on your behalf, and fulfil any health and safety requirements.

These lists are not exhaustive, and we may use your personal information for other, reasonable activities too.

The lawful basis on which we use this information

We collect and use this information based on our mutual interest in your pet's needs and rely mostly on our legitimate interest, enabling us to carry out functions and what is expected of us. Some information is collected and used from a legal obligation such as HMRC, APHA AND HSE. This does not affect your statutory rights.

Collecting this information

Whilst the majority of Standard information you provide us is essential, some of it is provided to us on a voluntary basis. In order to comply with the data protection legislation, we will inform you whether you are required to provide certain information to us or if you have a choice in this.

Storing Information

The length of time we hold your data may depend on patient record activity and therefore during the life of your pet however in addition to this, so that we comply with our financial responsibilities, we would expect to hold standard data for at least 6 years plus the current year

Who we share this information with

• External laboratories

• Referral centres

• ldentitags

• Other practices, you may wish to be transferring or obtaining second opinions from

• Insurance Companies

• Charitable trusts & rescue centres (for the purpose of financial and other support)

• Kennels & Catteries (for the purpose of medical help during stay)

• Organisations that are providing personalised merchandise you have ordered

• Debt agencies, if you default on our payment terms

• APHA {Pets travel scheme and export)

• Various pharmaceutical organisations (where offers have been undertaken or reporting of adverse reaction)

• Poisons bureau

• Cremation services

We routinely share extended personal information with the following, where necessary, to enable us to carry out everyday functions necessary to fulfil what is expected of us.

• Insurance companies

• PDQ payment machine (when collecting payment electronically via debit & credit cards) -rest assure, we are continually compliant with Payment Card Industry Data Security Standard (PCI DSS).

How we protect your information

The practice has robust processes in place to ensure the confidentiality of our data is maintained and there are stringent controls in place regarding access and use of the data, such as keeping our information up-to-date and accurate. Please note that, to do this, we require you to tell us if any of your details such as your name or address change.

To be granted access to information, decisions on whether we release data to third parties are subject to strict procedures and based on a detailed assessment of:

• who is requesting the data

• the purpose for which it is required

• the level and sensitivity of data requested: and

• the arrangements in place to store and handle the data

Visitors to our websites and the use of cookies

When someone visits our website 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 such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone, we do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will be up front about this. We will make it clear when we collect personal information and explain what we intend to do with it.

Cookies are used to collect information about how visitors use our website. We use the information to compile reports and to help us improve the website. The cookies collect information in an anonymous for, including the number of visitors to the website, where visitors have come to the website from and pages they have visited.

Requesting access to your personal data

Under data protection legislation, clients have the right to request access to information about them that we hold. To make a request for your personal information contact us on 01692 580171, reception@broadlandhousevets.co.uk or call into the practice.

You also have the right to:

• object to processing of personal data that is likely to cause, or is causing, damage or distress

• prevent processing for the purpose of direct marketing

• object to decisions being taken by automated means

• in certain circumstances, have inaccurate personal date rectified, blocked, erased or destroyed; and

• claim compensation for damages caused by breach of the Data Protection regulations. These privacy notes may change over time and therefore you are advised to visit our website and review them, from time to time.

If you have a concern about the way we are collecting or using your personal data, we request that you raise your concern with us, in writing and sent it to us either by post to Broad land House Veterinary Practice, 33 High Street, Stalham, Norfolk, NR12 9AH or email -admin@broadlandhousevets.co.uk). Alternatively, you can contact the Information Commissioner's Office at https ://ico/ org. u k/ concerns.

Thank you for entrusting the care and attention of your pet to Broadland House Veterinary Surgery.  This document details our practice terms and conditions but is not all encompassing and may be subject to change.  Some aspects may not be relevant to you; we request that you ask for further clarification or explanation if required.

Registration: Maintenance of accurate records of our clients and patients is essential to us.  To do this we will periodically ask you to confirm the details we hold.  If your details change, please inform us as soon as possible to ensure our database is as up to date as possible. This is also so we comply with GDPR laws a separate privacy statement is available on request.

E-mail: From time to time, we would like to inform you of current promotions and our bi-monthly newsletter. We also send booster reminders by email.  These will be sent to the email that you have provided us.  If you do not wish to receive these mailings, please send us an email stating that you wish to be removed from the mailing list.  Please bear in mind that you will then no longer receive booster reminders.

Fees: All fees, diets and drug charges are subject to VAT at the current rate.

Method of Payment: Itemised bills will be provided with every transaction.  Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/. diets.  You may settle your account using: Cash; Credit/Debit Card; or by Bacs.  Payment by Cheque would incur a £1.50 surcharge.

Estimates of treatment costs: We will happily provide a written estimate as to the probable costs of a course of treatment.  Please bear in mind that any estimate is given can only be approximate – often a pet’s illness will not follow a conventional course.  We will provide the details of the price of any medicine stocked or sold on request.

Settlement Terms: As stated above settlement is due immediately, if not then it will be subject to our debt collection procedure and further charges may be levied in respect of costs incurred in collecting the debt: such as court fees, correspondence, court attendance, credit charges, phone calls, etc.  Any cheque returned by our bank as unpaid, any card payment not honored, and cash tendered found to be counterfeit will result in the original account being returned to the original sum with further charges added in respect of bank charges and administrative costs

Inability to pay: If for any reason you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with a senior member of staff.

Funding for your Pet:  We strongly support the principle of insuring or setting up a savings fund for your pet. In case of unexpected illness or accidents.  Please ask for details about insurance from any member of staff.  Please be aware that it is your responsibility to settle our account and then reclaim fees from your insurance company.  It is sometimes possible for us to accept direct claims from selected insurance companies; this would need to be agreed by the practice.

Consent: Written signed consent for procedures is required in all cases of admission to the hospital, and any alterations will be agreed prior to action being taken.  Consent is also required for the use of medications in species for which they were not licensed e.g. rabbits and rodents.  In this case a consent form will be provided to allow this to be done without asking for specific permission in each separate case.  This is required as many veterinary drugs are not licensed for use in small mammals, reptiles, birds, and fish.  We must then use drugs which have a proven activity and efficiency despite this lack of license.

Prescriptions: Under current regulations you may request written prescriptions for your pet’s medications, and these will be issued subject to a fee.  However, you will be responsible for sourcing these medications from a suitable supplier and should bear in mind that delay in the start of treatment may not be in the best interests of the welfare of your pet.  Veterinary prescriptions are not covered by NHS charges, and you will have to pay any supplier separately for these drugs, which costs will be at their market rate.  In circumstances where it is essential to begin treatment immediately then written prescriptions will not be offered.  This is most likely to be in the case of injectable medications where a delay would be unacceptable.  Written prescriptions’ will not be issued for similar drugs used in anesthesia or emergency situations.

Complaints and Standards: We hope you never have recourse to complain about the standards of service received by Broadland House Veterinary Surgery.  However, if you feel that there is something to complain about, please direct your comments in writing to the Practice Administrator, who will guide you through our complaint procedure.

Clinical records: Your pet’s clinical records, including radiographs, ultrasound scan records and laboratory test reports remain the property of Broadland House Veterinary Surgery and will be kept under the terms of the Data Protection Act (1998).  You are entitled to see the records on request and if necessary, an appropriate appointment to view them will be made.  Your pet’s records will be sent to another veterinary surgeon on request from them, with your consent.  If you require a copy for your personal use, a charge may be made at the rate for administrative work.

Ownership of radiographs and similar records: The care given to your pet may involve making some specific investigations, for example taking radiographs or performing ultrasound scans.  Even though we make a charge for carrying out these examinations and interpreting their results, ownership of the resulting record (for example a radiograph) remains with the practice.

Return of unused drugs:  We are happy to accept unused medications back into the practice for disposal only.  However, as drugs which have left the premises are no longer fit for resale, no refund can be given.  Drugs purchased from any other supplier will not be accepted for disposal.

Repeat examinations: It is necessary both for the welfare of your pet and to meet legal obligations, for this practice to re-examine animals receiving long term medications.  The standard interval for medications checks is 4 months; this initially may be less but at no time will be longer than 6 months.  The prevailing examination fee will be charged for that consultation.

Missed appointments: Regretfully we must inform our clients that we reserve the right to charge our minimum consultation fee for appointments missed without 24 hours’ notice.

No addition or variations of these conditions will bind the practice unless it is specifically agreed in writing and signed by the practice principal.  No agent of person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.