Nurse Rachel Matlock Privacy Policy

This privacy policy applies to Nurse Rachel Aesthetics (we, us or our). We are committed to protecting your privacy. This policy explains how we collect, use and share your personal data. It applies to all personal data we handle, whether we collect it through our website, in person, or through other means.
Information we collect
Identity and contact details
• Name, address, email address and phone number
Service related information
• Transaction details for products and services including consultations, treatments booked and treatments
• Your treatment expectations assessment and consent forms
• Feedback, complaints and compliments and survey responses
Financial and payment information
• Payment details for products and services you've purchased from us (including where relevant, credit reference information) and where relevant banking or payment card information
Digital information
• IP address and general location information derived from your IP address
• Search and browsing behaviour and user journeys
• Website usage patterns
• Cookie preferences and tracking
Recordings and Photographs
• Photographs and images taken before, during and after treatment
Special category data
This is special information that the law says is more sensitive (sometimes called “sensitive personal data”). We handle special category data with extra care and protection, and we only collect and use these where legally permitted.This includes:
• Health information (including dietary requirements, allergies and health conditions, and information gathered during pre-treatment consultations and treatment expectations assessments).
How we collect personal data
• Directly from you when you: when you interact with us, contact us, fill out forms.
• Automatically when you: visit our website, use our technologies, interact with our online services.
• From third parties: service providers, business partners, previous employers, government organisations and organisations or people authorised by you.
• From publicly available sources: such as Companies House and professional networking sites such as LinkedIn.
How we use your information
Data protection law requires us to have proper legal reasons for using your personal data. We can only use your information when we have one or more of these legal bases.
• Consent - You have clearly agreed to us using your personal data for a specific purpose.
• Performance of a contract - We need to use your information to fulfil a contract with you, or because you've asked us to do something before entering into a contract.
• Legal duty - We must use your information to comply with the law.
• Vital interests - We need to use your information to protect someone's life.
• Public interest - We need to use your information to perform a task in the public interest or carry out official functions that have a clear legal basis.
• Legitimate interests - We have a genuine business reason to use your information, or a third party does, but only if this doesn't unfairly override your rights and interests. Where we rely on legitimate interests as our legal basis, we have conducted balancing tests to ensure our interests do not override your fundamental rights and freedoms. These assessments consider:
o The nature of our legitimate interest
o The impact on you
o Any safeguards we can implement
o Your reasonable expectations
o The broader context of our relationship
Note that we may process your personal data for more than one legal basis depending on the specific purpose for which we are using your data. We have listed the reasons we process your data and the legal basis below. Please reach out to us if you need further details about the specific legal basis we are relying on to process your personal data.
Providing our services
What we use your information for:
• To assess your suitability for treatment, including reviewing your medical history and treatment expectations
• To provide consultations and carry out treatments safely and appropriately
• To maintain accurate clinical records, including consultation notes, consent forms and treatment photographs
• To arrange appointments and send appointment reminders
• To process payments for treatments and services
• To respond to your enquiries and communicate with you about your care
Legal basis for using this information:
• Performance of a Contract
• Legal Duty (for billing and record-keeping requirements)
• Legitimate interests
Types of information we use:
• Identity and contact details
• Service related information
• Special category data
• Financial Information
Website enquiries and customer service
What we use your information for:
• To contact and communicate with you about any enquiries you make with us via our website
Legal basis for using this information:
• Legitimate interests
Types of information we use:
• Identity and Contact Data
• Digital Information
Business improvement and development
What we use your information for:
• Analytics including profiling on our website
• Market research and business development
• To operate and improve our services, associated applications and associated social media platforms
Legal basis for using this information:
• Legitimate interests
Types of information we use:
• Digital Information
Marketing and communications
What we use your information for:
• To send you promotional information about our events and experiences and information that we consider may be of interest to you
• To run promotions, competitions and offer additional benefits to you
Legal basis for using this information:
• Consent
Types of information we use:
• Identity and Contact Data
• Digital Information
Legal compliance
What we use your information for:
• Comply with our legal obligations or if otherwise required or authorised by law
Legal basis for using this information:
• Legal Duty
Types of information we use:
• All relevant Personal Data
Our disclosures of personal data to third parties
We may disclose personal data to:
Service providers
• IT service providers including [insert]
• Data storage providers including [insert]
• Web hosting and server providers
• Payment processors including [insert]
• Marketing and advertising providers
• Analytics providers
Healthcare-related recipients
• Regulated pharmacies (where appropriate to your treatment)
• Laboratories and other parties involved in your care
• Professional regulatory bodies, including the Nursing and Midwifery Council and the Joint Council for Cosmetic Practitioners, where required for compliance or reporting purposes
Professional advisers
• Bankers
• Auditors
• Insurers and insurance brokers
• Legal advisers
Legal and regulatory bodies
• Courts and tribunals
• Regulatory authorities including as required for reporting obligations
• Law enforcement officers
Other parties
• Third parties you have authorised
• Emergency services when necessary
• Any other parties as required or permitted by law
Overseas transfers
Where we store and access your information
We store your personal data in the United Kingdom. However, your information may be transferred to locations outside the United Kingdom in these circumstances:
• When our service providers are located overseas
• When we work with overseas business partners
• When using cloud-based services or data storage solutions
• When required by law or legal proceedings
Our approach to overseas transfers
When we transfer your personal data outside the United Kingdom, we ensure it receives appropriate protection by:
• Only transferring your information to countries that UK data protection law recognises as providing adequate protection for personal data, or
• Putting in place a contract with the third party that means they must protect personal data to the same standards as the UK.
• Transferring personal data to organisations that are part of specific agreements on cross-border data transfers with the UK.
What this means for you
We only transfer the minimum amount of personal data necessary and require all recipients to:
• Protect your information to the same standards required by UK law
• Use your information only for the purposes we've agreed
• Allow us to monitor how they handle your information
• Provide you with the same rights over your information that you have under UK law
Children’s Personal Data
We do not knowingly collect or process personal data from children under 13 years of age without appropriate parental or guardian consent.
If you are under 13, please do not provide personal data to us without first asking your parent or guardian for permission.
If we become aware that we have collected personal data from a child under 13 without verified parental consent, we will take steps to delete that information as quickly as possible.
Parents and guardians have the right to:
• Review any personal data we hold about their child
• Request correction or deletion of their child's personal data
• Refuse or withdraw consent for further collection or use of their child's data
• Contact us with any concerns about their child's privacy
If you are a parent or guardian and believe your child has provided us with personal data without your consent, please contact us immediately using the details provided in this policy.
Data retention
How long we keep your information
We only keep your personal data for as long as we need it to:
• Provide our services to you
• Meet our legal, tax, accounting or regulatory obligations
• Handle any complaints or legal issues that may arise
We may keep your information for longer periods if:
• You make a complaint that we need to investigate or respond to
• We reasonably believe legal action involving our relationship with you might occur
• The law requires us to keep it for specific timeframes
How we decide retention periods
When determining how long to keep your information, we consider:
• How much information we have and how sensitive it is
• The risk of harm if the information was accessed without permission
• Whether we can achieve our purposes in other ways
• What legal, regulatory, tax or accounting rules require
• The nature of our relationship with you and the services we provide
What happens when we no longer need your information
Once we no longer need your personal data, we will securely delete or destroy it in accordance with our data retention policies and legal requirements.
Your Rights
You can request information about retention periods for your data and ask for early deletion where legally possible.
Clinical records
We retain clinical records, including consultation notes, consent forms and treatment photographs, for the period required by our professional body guidance (including the NMC and JCCP) and our insurance requirements, which is typically a minimum of 8 years following your last treatment, before being securely destroyed.
Your privacy rights and choices
Providing information
You can choose whether to provide personal data to us. However, certain information including your medical history, treatment expectations assessment and consent forms must be provided and completed before treatment can take place. If this information is not provided in advance of your appointment, we may not be able to proceed with treatment. Further detail is set out in our Clinical Treatment Policy.
Right of Access
You have the right to ask us for copies of your personal data. You can request other information such as details about where we get personal data from and who we share personal data with. There are some exemptions which means you may not receive all the information you ask for.
Right to Rectification
You have the right to ask us to correct or delete personal data you think is inaccurate or incomplete.
Right to Erasure (“Right to be forgotten”)
You can request deletion of your personal data in certain limited circumstances as set out in data protection law, such as where the data is no longer necessary or has been unlawfully processed. This right is not absolute and we may be required or entitled to retain your data for legal, regulatory or legitimate business reasons.
Right to Restrict Processing
You can ask us to suspend processing where:
• You contest the accuracy of the data
• Processing is unlawful but you don't want erasure
• We no longer need the data but you need it for legal claims
• You've objected to processing pending verification of our legitimate grounds
Right to opt-out of marketing communications
You can opt-out of receiving marketing communications at any time. Each marketing communication will include an unsubscribe option. You can change your marketing preferences by contacting us. We will process your request as soon as practicable.
Right to Data Portability
Where technically feasible, you can receive your personal data in a structured, commonly used format or have it transmitted to another controller where:
• Processing is based on consent or contract
• Processing is automated
Right to Object
You can object to processing based on legitimate interests or for direct marketing purposes. We will stop processing unless we can demonstrate compelling legitimate grounds.
Right to Withdraw Consent
Where processing is based on consent, you can withdraw it at any time without affecting the lawfulness of prior processing.
How to Exercise Your Rights
To exercise any of these rights, contact us using the details below. We may ask for proof of identity and will respond within one month (extendable to three months for complex requests).
These rights are available under data protection law, though some may not apply in every situation. We'll let you know if any limitations apply when you make a request.
Making a complaint
If you're unhappy with how we've used your personal data, please get in touch with us first using the contact details at the end of this policy. When you contact us:
• Give us full details about your complaint and we will acknowledge your complaint within 30 days of receiving it (starting the day after we receive it). We will usually respond using the same method you used to contact us, unless you ask us to use a different method. If you contact us through social media, we will ask for an alternative secure contact method.
• We will investigate your complaint without undue delay. We will begin investigating as soon as we receive your complaint. We will review all relevant facts, speak to relevant staff, and check that we have followed our own policies and standards. The time this takes depends on the complexity and scale of the issue and any harm you are suffering.
• We may contact you for more information if we are not sure what your complaint is about or to ask what outcome you are looking for. This helps us resolve your complaint more quickly.
• We will keep you updated on progress throughout our investigation. We will provide you with updates on timeframes, explain any delays, give you an expected completion date, and provide a point of contact for any questions.
If you are not satisfied with our response to your complaint, you can also make a complaint directly to the Information Commissioner's Office (ICO), the UK's data protection regulator, at any time.
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
You don't have to contact us first before going to the ICO, but we'd appreciate the opportunity to try to resolve your concerns directly with you.
Protecting your information
We use multiple layers of security to protect your information.
Technical safeguards
• Enterprise-grade encryption for data storage and transmission
• Regular security testing and monitoring
• Automated threat detection systems
Operational security
• Staff training on security and privacy
• Strict access controls based on job requirements
• Regular security audits and incident response procedures testing
Physical security
• Secure premises with controlled access
• Secure disposal of physical documents
• Equipment security protocols
Public information
Please note that any information you choose to share publicly on online platforms (such as comments or reviews) can be accessed and used by others. We cannot control or protect information that you make publicly available.