OralVet Referrals Ltd Privacy Policy

1. Who we are
OralVet Referrals Ltd ('OralVet', 'we', 'our' or 'us') is a veterinary referral practice providing referral-only veterinary services to registered veterinary practices.
We are committed to protecting your personal information in accordance with UK GDPR, the Data Protection Act 2018 and RCVS professional guidance. If you have any questions about this privacy policy, please email: hello@oralvet.co.uk

2. Information we collect
We may collect information about referring veterinary professionals, veterinary practices, animal owners, and animal patients where this relates to the provision of veterinary services. We may collect personal information including:
Referring Veterinary Surgeons and Practices
Name
Practice name
Professional contact details
Referral information
Clinical correspondence
Animal Owners
Name
Postal address
Email address
Telephone number
Payment and insurance information where applicable
Animal Patients
Although animal information is not personal data in itself, clinical records often contain personal information relating to owners. We therefore process patient records alongside owner information.

3. How we use your information
We use personal information to provide referral veterinary services, assess and manage referrals, communicate with referring practices and clients, maintain accurate clinical records, arrange appointments, process payments where applicable, respond to enquiries and advice requests, improve our services and comply with legal and professional obligations.

4. Lawful basis
We rely on legitimate interests, performance of a contract, legal obligations and consent where appropriate.

5. Sharing information
We only share information where necessary.
This may include:
Referring veterinary practices
Diagnostic laboratories
Veterinary specialists
Insurance companies (where authorised)
Payment providers
IT service providers
Professional advisers
Regulatory authorities including the RCVS
Law enforcement where legally required
We never sell personal information.

6. Veterinary education
OralVet supports veterinary education and continuing professional development (CPD).
Clinical information may occasionally be used for teaching, research or professional presentations.
Where possible, information is anonymised before use.
We will not publish identifiable personal information without an appropriate lawful basis or consent.

7. Telephone call recording
Incoming and outgoing calls made through our business telephone system may be recorded for quality assurance, staff training, maintaining accurate records, continuity of patient care, complaint resolution and protecting staff, clients and the business.

Incoming callers are informed that calls may be recorded through a recorded welcome message before the call is connected.

Recordings are confidential, accessible only to authorised staff and retained securely for up to 30 days before automatic deletion unless required for an ongoing complaint, legal matter or other legitimate business purpose.

8. Microsoft 365
OralVet uses Microsoft 365 Business services to manage email, documents and business communications. These services include Outlook, Teams, SharePoint and OneDrive for business communications and document management with appropriate security measures.

9. WhatsApp business
OralVet may communicate with clients and referring practices using WhatsApp Business where appropriate.

Please be aware that WhatsApp is provided by Meta Platforms and communications may be processed in accordance with WhatsApp's own Privacy Policy.

Sensitive clinical information will only be shared via WhatsApp where appropriate and with the necessary lawful basis.

If you would prefer not to communicate via WhatsApp, please let us know.

10. Data security
We take the security of personal information seriously.
Measures include:
Secure cloud-based systems
Password-protected devices
Multi-factor authentication
Restricted staff access
Encrypted communications where appropriate
Regular software updates

11. Data retention
We retain personal information only for as long as necessary to fulfil the purposes for which it was collected and to comply with legal, regulatory and professional obligations.
Clinical records are retained in accordance with applicable veterinary and legal requirements.
Telephone call recordings are normally retained for 30 days.

12. Your rights
Under UK GDPR you have the right to:
Request access to your personal information
Request correction of inaccurate information
Request erasure in certain circumstances
Restrict processing
Object to processing based on legitimate interests
Request transfer of your data where applicable
Withdraw consent where processing relies upon consent
Lodge a complaint with the Information Commissioner's Office (ICO)
Further information is available from the ICO at https://ico.org.uk

13. Cookies
Our website may use essential cookies. Additional cookies will only be used where appropriate consent has been obtained.

14. Changes
We may update this policy periodically. The latest version will always be published on our website.

15. Contact
If you have any questions about this Privacy Policy or wish to exercise your data protection rights, please contact:
OralVet Referrals Ltd
Email: hello@oralvet.co.uk