Privacy notice
The Open Practice customer privacy notice
This privacy notice tells you what to expect us to do with your personal information.
Jump to the relevant sections:
Contact details
Post
The Open Practice Ltd, Jameson House, Lutyens Close, Lychpit, Basingstoke, Hampshire, RG24 8AG, GB
Telephone
01256 961007
reception@theopen-practice.co.uk
What information we collect, use, and why
We collect or use the following information to provide patient care, services, pharmaceutical products and other goods:
Name, address and contact details
Gender
Pronoun preferences
Date of birth
Next of Kin details including any support networks
Emergency contact details
Photographs
Health information (including medical conditions, allergies, medical requirements and medical history)
Information about care needs (including disabilities, home conditions, medication and dietary requirements and general care provisions)
Test results (including psychological evaluations, scans, bloods, x-rays, tissue tests and genetic tests)
Insurance policy details
Records of meetings and decisions
Call recordings
We also collect the following information to provide patient care, services, pharmaceutical products and other goods:
Health information
We collect or use the following information for safeguarding or public protection reasons:
Name, address and contact details
Emergency contact details
Health information (including medical conditions, allergies, medical requirements and medical history)
Test results (including psychological evaluations, scans, bloods, x-rays, tissue tests and genetic tests)
Records of meetings and decisions
We also collect the following information for safeguarding or public protection reasons:
Health information
We collect or use the following personal information for patient app or portal functionality:
Names and contact details
Addresses
Medical history
Marketing preferences
We also collect the following information for patient app or portal functionality:
Health information
We collect or use the following personal information to comply with legal requirements:
Name
Contact information
Identification documents
Insurance details
Safeguarding information
Criminal offence data
We collect or use the following personal information for information updates, marketing or market research purposes:
Names and contact details
Address
Marketing preferences
Personal information used for administration of the research
Personal information used for the purpose of research
Records of consent, where appropriate
We also collect the following information for information updates, marketing or market research purposes:
Health information
We collect or use the following personal information for medical research or archiving purposes:
Personal information used for administration of the research
Personal information used for the purpose of research
Records of consent, where appropriate
We also collect the following information for medical research or archiving purposes:
Health information
We collect or use the following personal information for dealing with queries, complaints or claims:
Names and contact details
Address
Payment details
Account information
Purchase or service history
Video recordings of public areas
Audio recordings of public areas
Call recordings
Witness statements and contact details
Relevant information from previous investigations
Customer or client accounts and records
Information relating to health and safety (including incident investigation details and reports and accident book records)
Correspondence
Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.
Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.
Your right to erasure - You have the right to ask us to delete your personal information. You can read more about this right here.
Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. You can read more about this right here.
Your right to object to processing - You have the right to object to the processing of your personal data. You can read more about this right here.
Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. You can read more about this right here.
Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide patient care, services, pharmaceutical products and other goods are:
Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legitimate interest:
Providing High-Quality Patient Care and Services Benefit: Collecting and using personal health information allows us to deliver safe, accurate, and effective medical care and services. This includes developing appropriate treatment plans, monitoring health outcomes, and ensuring that medications are prescribed and administered correctly. Personal data may also be used to send reminders for appointments, follow-ups, or important health-related updates. Balancing Interests: The use of data is critical to preventing errors and improving health outcomes, which directly benefits the patient. We take measures to safeguard privacy by limiting access to medical records to authorized personnel only and employing encryption and other data protection methods.
Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.
Our lawful bases for collecting or using personal information for safeguarding or public protection reasons are:
Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.
Our lawful bases for collecting or using personal information for patient app or portal functionality are:
Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
Providing High-Quality Patient Care and Services Benefit: Collecting and using personal health information allows us to deliver safe, accurate, and effective medical care and services. This includes developing appropriate treatment plans, monitoring health outcomes, and ensuring that medications are prescribed and administered correctly. Personal data may also be used to send reminders for appointments, follow-ups, or important health-related updates. Balancing Interests: The use of data is critical to preventing errors and improving health outcomes, which directly benefits the patient. We take measures to safeguard privacy by limiting access to medical records to authorized personnel only and employing encryption and other data protection methods.
Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.
Our lawful bases for collecting or using personal information to comply with legal requirements are:
Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Our lawful bases for collecting or using personal information for information updates, marketing or market research purposes are:
Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Our lawful bases for collecting or using personal information for medical research or archiving purposes are:
Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
We have a legitimate interest in processing personal data to effectively handle queries, complaints, or claims. This ensures we maintain high standards of customer service, improve our processes, and protect our organization from legal or reputational risk. Balancing Interests: While using personal data for these purposes is important to us, we take care to minimise the impact on your privacy. We only collect information relevant to your case and keep it secure, ensuring it is only accessible by staff who need it to address your concern. Example: Using your contact information to follow up on a complaint and ensure your issue has been resolved satisfactorily.
Directly from you
Family members or carers
Other health and care providers
Social services
Charities or voluntary sector organisations
Schools, colleges, universities or other education organisations
Councils and other public sector organisations
Suppliers and service providers
Other medical sources of referral, e.g. GP
How long we keep information
We follow The Records Management Code of Practice for Health and Social Care 2016 which is generally 8 years following the end of treatment or death.
Who we share information with
Others we share personal information with
Other health providers (eg GPs and consultants)
Insurance companies, brokers and other intermediaries
Charities and voluntary organisations
Care providers
Organisations we need to share information with for safeguarding reasons
Local authorities or councils
External auditors or inspectors
Previous employers
Suppliers and service providers
Duty of confidentiality
We are subject to a common law duty of confidentiality. However, there are circumstances where we will share relevant health and care information. These are where:
you’ve provided us with your consent (we have taken it as implied to provide you with care, or you have given it explicitly for other uses);
we have a legal requirement (including court orders) to collect, share or use the data;
on a case-by-case basis, the public interest to collect, share and use the data overrides the public interest served by protecting the duty of confidentiality (for example sharing information with the police to support the detection or prevention of serious crime);
If in England or Wales – the requirements of The Health Service (Control of Patient Information) Regulations 2002 are satisfied; or
If in Scotland – we have the authority to share provided by the Chief Medical Officer for Scotland, the Chief Executive of NHS Scotland, the Public Benefit and Privacy Panel for Health and Social Care or other similar governance and scrutiny process.
Who we share information with
Others we share personal information with
Other health providers (eg GPs and consultants)
Insurance companies, brokers and other intermediaries
Charities and voluntary organisations
Care providers
Organisations we need to share information with for safeguarding reasons
Local authorities or councils
External auditors or inspectors
Previous employers
Suppliers and service providers
Duty of confidentiality
We are subject to a common law duty of confidentiality. However, there are circumstances where we will share relevant health and care information. These are where:
you’ve provided us with your consent (we have taken it as implied to provide you with care, or you have given it explicitly for other uses);
we have a legal requirement (including court orders) to collect, share or use the data;
on a case-by-case basis, the public interest to collect, share and use the data overrides the public interest served by protecting the duty of confidentiality (for example sharing information with the police to support the detection or prevention of serious crime);
If in England or Wales – the requirements of The Health Service (Control of Patient Information) Regulations 2002 are satisfied; or
If in Scotland – we have the authority to share provided by the Chief Medical Officer for Scotland, the Chief Executive of NHS Scotland, the Public Benefit and Privacy Panel for Health and Social Care or other similar governance and scrutiny process.
How to complain
If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint
Last updated
21 November 2024