Complaints and privacy statement
How we handle complaints at The York Skin Clinic?
If you would like to complain about the care or treatment you have received at The York Skin Clinic, please contact us directly at info@theyorkskinclinic.com
We adhere to a strict complaints policy that governs our handling of all grievances. Each complaint will be thoroughly investigated by a management team member who is not part of the clinical staff.
The objective of this complaints policy is to foster a learning environment that ultimately enhances the safety and quality of care for our patients.
Privacy Statement
The York Skin Clinic Limited (The York Skin Clinic) is committed to complying with the requirements of the Data Protection Act 2018, the General Data Protection Regulation (GDPR), and the guidelines provided on the Information Commissioner's website, as well as our professional standards and obligations.
The data controller and Information Governance Lead is Lois Cook, while the Data Protection Officer is Richard Gascoigne.
We process the following categories of personal data:
Personal data necessary for the provision of care
Personal data required for communication purposes, such as reminder emails and price estimates
Personal details of family members, including next of kin
Personal details related to our staff
We take care to minimise the amount of data we retain and ensure it is not kept for longer than necessary.
We will never share your data with a third party. If it becomes necessary to contact secondary care providers or your GP as part of your care, we will always discuss this with you in advance.
All data is securely stored within our record-keeping software. Information related to your treatment and care is also maintained in the Phorest software system. Additional details regarding Phorest’s privacy practices are outlined below.
Introduction
The following privacy notice outlines how The York Skin Clinic collects, uses, protects and transfers your personal data.
The data protection officer/data owner for the organisation is Richard Gascoigne. You can contact the data protection officer/data owner by sending an email to info@yorkskinclinic.com or writing to The York Skin Clinic, 15 Acomb Road. Holgate. York. YO24 4EN
Personal data collected
The personal data that we collect is:
Name
Home address
Email Address
Date of birth
Phone number
Specific health information
Photos
Photos will be taken pre and post-treatment and stored on your client record for insurance purposes.
Purpose and Legal Basis for Processing Your Data
The York Skin Clinic takes your privacy seriously and we will never sell or rent your personal data to any third party. Sharing of your data and direct marketing activities are only carried out with your express consent, which you are free to withdraw at any time.
We need to obtain and process your personal data to provide you with our products, services and treatments and to fulfil our business and legal obligations. We will never collect personal information from you that we do not need or retain data that is no longer necessary for the purposes specified in this notice.
Where we request sensitive personal data from you (i.e. health or medical data), the reason(s) for the request will be clearly given along with the purposes of the processing. Explicit consent through a signature will always be required for us to obtain and process your health information.
Who is processing my data?
The York Skin Clinic, 15 Acomb Road, Holgate. The York Skin Clinic Limited is the data controller and processes your personal information for the purposes laid out in this privacy notice. Phorest, Anglesea Mills, 9 Anglesea Row, Smithfield, Dublin 7, D07 W5NE, Ireland, acts as a data processor on behalf of the clinic and has access to personal information only in cases that customer support or troubleshooting is required by The York Skin Clinic Limited. Further, they must process the personal information by this Privacy Notice and as permitted by applicable data protection laws.
Your personal data is processed to:
Collect specific personal data (name, address, email, contact number, DOB) required to enter into a contract to sell a product or service.
Engage in communication with you including confirmation and reminders of appointments, and requests to cancel or change bookings.
Collect Health information to perform the agreed services appropriately, and potentially highlight areas where products and services may cause issues to clients because of their health.
Ensure a safe service and provide industry standard advice.
Select relevant offers, promotions and information for you.
Estimate the number of customers we have.
Hold personal data that is required by law or to respond to legal processes.
Hold for insurance purposes.
Store customer records.
Your rights as an individual
If your personal data is held by The York Skin Clinic, you hold particular rights over it. Where you have provided consent for us to contact you as part of our marketing services, you have the right to modify or withdraw your consent at any time by using the unsubscribe option accompanied with all of our direct marketing or by contacting The York Skin Clinic Data Officer.
You also have the right:
To be informed of how your data will be used before it is collected.
To access your personal data personal data and to information on how your information is used after it has been gathered.
To have personal data corrected if it is incomplete, inaccurate or out-of-date.
To request the removal or deletion of personal data where there is no compelling reason for its continued processing.
To restrict processing, to block processing of your data.
To data portability, having your data moved, copied or transferred from {{salon name}} to another organisation in an easily readable format.
To object to direct marketing from us.
Special categories of personal data collected
Health questions are asked in many of our consent forms to potentially highlight treatments that may harm your health due to the medication you are taking or a condition you have. The York Skin Clinic asks for consent before gathering and processing this information. At any time after giving consent, you can withdraw your consent, subject to legal, insurance and contractual restrictions (see more on "your rights as an individual"). Your privacy is very important to us and we only use this information to determine your suitability for the treatment.
Process of collection
Your personal data is collected when you provide it to us through Phorest software, our website, over the phone, in The York Skin Clinic, by email, social media, in writing or any other means by which you provide it to us. Information is stored using the Phorest software platform as well as some level of paper record keeping.
The York Skin Clinic Ltd gives you access to information about your account and bookings through Phorest software, for the limited purpose of viewing and updating that information.
Children's Privacy
The York Skin Clinic does not collect the personal data of children under the age of 13 without parental or guardian consent. If you believe that we hold any information from or about a child under age 13, please contact The York Skin Clinic and if we cannot immediately obtain appropriate parental or guardian consent, will remove the personal data from storage.
Data Sharing
Your personal data is shared only with Phorest representatives in cases where customer support and troubleshooting are required for the salon. The York Skin Clinic does not share your personal information with any third party without your prior consent, other than those already disclosed in this privacy notice or as part of our legal obligations under the relevant data protection laws.
Use of Data Processors
Data processors are third parties who provide some elements of our business services for us. Where we use a third party, we have strict agreements in place governing the processing of your data, on which no action can be taken without instruction from us. The third parties with whom we work will never share or disclose your personal information and will hold it securely at all times.
Phorest
The York Skin Clinic use software provided by Phorest to manage the Clinic for appointment scheduling, relationship management (CRM) and communications including marketing information.
How Long Do We Keep Your Data?
The York Skin Clinic retains your data for as long as necessary to provide you with our services as our client. The York Skin Clinic Ltd are required under tax laws to keep your personal data for a minimum of 7 years. Health and Safety records will be retained for 10 years and where we have your consent for marketing purposes, we will retain the minimum required data until you notify us that you no longer wish to receive such information.
The criteria for which we would continue to process your personal information include:
Where there is a legal basis, obligation or legitimate interest to continue processing your personal information
Where processing is necessary for the establishment, exercise or defence of legal claims
Transfers of personal information
When your personal data is processed through Phorest software, all of it is held within the EU. Your information is processed by the Phorest software and stored in the Amazon Web Services cloud. During this process, your data is encrypted in transit and at rest.
Consequences of not providing your personal information to The York Skin Clinic
If you want to purchase a product or service from The York Skin Clinic, certain personal information is required to enter into a contract with you. The York Skin Clinic will not be able to enter into a contract with you to fulfil an attempt to purchase a product or service if you do not provide your personal information.
As noted in this privacy statement, we are processing your personal data to comply with legal and statutory obligations and in the performance of a contract. You can always choose not to provide personal information; however, we will be unable to provide certain products, services and treatments in these instances.
Safeguarding Your Personal Data
Appropriate measures are taken to protect your data from access from unauthorised persons or inappropriate access, internal or external. Your connection to the Phorest system uses an HTTP Secure communication protocol and TLS security. This means all information passed to the Phorest system is encrypted during data input and transfer to the cloud. Any paper files recording your personal data are held in a locked filing cabinet or safe which can only be accessed by authorised personnel in the salon. Employees are only assigned specific access rights and can only access the salon software with the PIN number assigned to them by the management of the salon.
Complaints
In the occurrence that you want to make a complaint about how your data was gathered, how it is being processed by The York Skin Clinic (or third parties used by The York Skin Clinic) or you are not satisfied with how a complaint has been handled, you retain the right to complain directly with the supervisory authority and The York Skin Clinic and also the clinic’s Data Protection Officer/ GDPR Owner.
Data Protection Commissioner
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
+44 (0) 303 123 1113
or,
The York Skin Clinic Ltd Data Protection Officer / GDPR Owner
15 Acomb Road,
Holgate. York YO24 4EN
+44 (0)1904 463 463