Personal Data use Relating To The Treatment Of Your Pet

When you call us about your pet or visit one of our out of hours clinics or 24/7 hospitals for treatment, we will need to capture some vital information not only about your pet but also about you, the owner.

This is captured to ensure we can keep in touch with you during your pet’s treatment and with your daytime veterinary practice to ensure full continuity in the healthcare your pet receives.

This information is stored as a “case” by Vets Now within a dedicated Electronic Record Management system, which is hosted in a UK based secure and resilient data centre.

To store and process any owner personal data we actively ensure Vets Now and our suppliers adhere to the new General Data Protection Regulations taking effect in May 2018.

Full details of how Vets Now will use your personal data is contained within our Terms and Conditions.

HOW YOU CONSENT TO US COLLECTING YOUR PERSONAL INFORMATION

If you contact us about your pet over the phone, we will ensure we gain your consent to share your personal details along with your pet’s information with our Vets Now clinical teams if necessary and with your Daytime Veterinary practice, just to make sure your pet gets all the treatment and care it needs.

In addition, when you visit one of our out of hours clinics or 24/7 hospitals we will provide you with access to the full Vets Now Terms and Conditions that can provide you with all the necessary information you need about our healthcare service and how we use your personal data and your pet’s information to ensure their safe and effective treatment by us.

PERSONAL AND PET TREATMENT DATA SHARING

With your consent we will share the case details of your pet’s treatment and your personal information as owner, with your daytime practice, so we can ensure the continuity of health care from our Out of Hours service to your Daytime veterinary practice. We will do this via a secure encrypted email from our Electronic Record Management system, directly to your daytime practice.

In addition, we will share any necessary case or claim documentation relating to your visit to Vets Now with your identified Insurer should that be required. Again, we will do that wherever possible via secure email from our Electronic Record Management System to your insurance provider.

We may be required to share your personal information contained within our Electronic Record Management system with our debt collection or legal representatives in the event our agreed Terms and Conditions are breached.

Whenever we share our treatment information with other recognised national Research Bodies for research and scientific purposes, we always ensure all Owner Personal Data is removed or anonymised before sharing.

Full details of how Vets Now will use your personal data is contained within our Terms and Conditions.

CLINICAL CASE AND PERSONAL DATA RETENTION PERIODS

We use this retained data to ensure the ongoing welfare of your pet throughout its life and to aid in the ongoing research into Veterinary Medicine in the UK.

As we are a registered UK Veterinary care provider we follow any RCVS (Royal College of Veterinary Science) and BVA (British Veterinary Association) recommendations around the retention period relating to our cases and your pet’s treatment information.

Vets Now also ensure we adhere to current VDS (Veterinary Defence Society) legal guidance in relation to the retention of full clinical case records for 6 +1 years to align to the statute of limitations for any complaints of clinical negligence.

Type of Personal Information NamePurposeRetention of Period
First Name, Last nameIf you visit one of our out of hours clinics or 24/7 hospitals then we will capture on our Electronic Record Management system your name as the owner or primary contact for updates in relation to the treatment and welfare of your pet. We will also share the clinical outcomes of your visit with your own in hours Veterinary practice so that the care for your pet can be continued if needed and recorded in its health records. We also retain this information in alignment to current VDS legal guidelines.Up to 7 years
Address, including postcodeTo keep in touch with you with any necessary follow on clinical or treatment information in relation to the treatment of your pet you may have received in one of our out of hours clinics or 24/7 hospitals. We also retain this information in alignment to current VDS legal guidelines.Up to 7 years
Contact Number(s)To keep in touch with you with any necessary follow on clinical or treatment information in relation to the treatment of your pet you may have received in one of our out of hours clinics or 24/7 hospitals. We also retain this information in alignment to current VDS legal guidelines.Up to 7 years
E-Mail AddressIf you visit one of our out of hours clinics or 24/7 hospitals then we will capture on our Electronic Record Management system your email address so that we can share any necessary owner documentation with you relating to your visit. We also retain this information in alignment to current VDS legal guidelines.Up to 7 years