London Harley Street Clinics

This privacy policy outlines how London Harley Street Clinics handles and protects the information you provide when using our website and services. We are committed to safeguarding your privacy and ensuring the security of your personal data. You can rest assured that any information you provide will only be used in accordance with this privacy statement. London Harley Street Clinics complies with the Data Protection Act and other applicable laws to hold personal electronic data securely, employing a comprehensive security policy.

1. INFORMATION WE COLLECT

1.1 Identity and Contact Data

• Name, title, email address, telephone number, and emergency contact details.

1.2 Personal Data

• Symptoms, medical history, diagnosis, and other health information shared with us.

1.3 Photography

• Images captured during treatments or surgery, used only with your explicit consent.

1.4 Insurance Data

• Policy or membership details for claims or coverage verification.

1.5 Communications Data

• Your communication preferences and details of correspondence with us.

1.6 Usage Data

• Data on how you use our website, including engagement with campaigns.

1.7 Marketing Data

• Preferences regarding receiving marketing updates from us.

2. HOW WE COLLECT THIS INFORMATION

• Through the contact forms on our website, where you share identity, personal, and communication data.
• Matching information from the website with data from registered patients for seamless care.
• Via phone or email communication through the contact details provided on our website.

3. HOW WE USE YOUR INFORMATION

• To address your inquiries and process requests.
• To provide medical care, schedule appointments, and maintain accurate medical records.
• To enhance the effectiveness of our website and services through analytics.
• For internal record-keeping and compliance with medical regulations.

4. Sharing of Information

We only share your information with relevant parties, including:

• Consultants, surgeons, and healthcare providers involved in your care.
• Regulatory authorities and governing bodies as required by law.
• Professional advisors, insurers, and service providers (e.g., transcription or prosthesis suppliers).
• The hospital where your procedure or consultation is conducted.
• NHS registries or other official healthcare databases.

5. SECURITY

We have implemented robust measures to protect your information, including:

• Encryption of sensitive data and secure storage on electronic medical systems.
• Restricted access to authorized personnel bound by confidentiality agreements.
• Procedures for handling data breaches, with prompt notifications as required by law.

6. YOUR RIGHTS

You have the right to:

• Request access to your personal data (Subject Access Request).
• Ask for corrections or deletion of your personal data where appropriate.
• Withdraw consent for data processing or marketing communications at any time.

7. LINKS TO OTHER WEBSITES

Our website may include links to third-party websites. Please note that we are not responsible for their privacy practices, and we encourage you to review their privacy statements.

8. GET IN TOUCH

If you have any questions about this privacy policy or your personal data, please contact us:

London Harley Street Clinics
64 Harley Street, London, W1G 7HB
Phone: +44 02089 499137
Email: privacy@londonharleystreetclinics.com

9. Complaints Procedure

At London Harley Street Clinics, we strive to provide exceptional care and service. Your feedback is valuable to us, whether it’s to highlight positive experiences or to address concerns. If we fall short of your expectations, we are committed to addressing complaints promptly and effectively.

10. MAKING COMPLAINTS

A complaint is a formal communication that requires investigation and response. If you are dissatisfied with our facilities, services, or care, please share your concerns as soon as possible.

11. STEPS TO RESOLVE COMPLAINTS

Stage 1: Initial Complaint

• You can make a formal complaint by contacting the Patient Care Coordinator in writing, providing as much detail as possible.
• Our staff will aim to resolve minor issues immediately. For more complex concerns, the Hospital Manager or senior staff will address your complaint.
• Address complaints to:
  Patient Care Coordinator
  London Harley Street Clinics
  64 Harley Street, London, W1G 7HB
  Email: complaints@londonharleystreetclinics.com

Our Response

• Acknowledgement within 2 working days.
• A detailed written response within 20 working days. If additional time is needed, we will notify you and provide an updated timeline.

Stage 2: Escalation

If unsatisfied with the initial response, you can escalate the complaint to the Director of Clinical

Services. The Director will review the matter and provide a further detailed response.

Stage 3: External Adjudication

If you remain dissatisfied, you may request independent adjudication.

For NHS patients:
Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
Phone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk

For private patients:
Independent Healthcare Advisory Service – ISCAS
c/o CEDR – Centre for Effective Dispute Resolution
International Dispute Resolution Centre, 70 Fleet Street, London, EC4Y 1EU
Phone: 020 7536 6091
Email: info@iscas.org.uk