Choose Health and Wellbeing Ltd customer privacy notice.
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This privacy notice tells you what to expect us to do with your personal information.
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Contact details
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Telephone
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What information we collect, use, and why
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We collect or use the following information to provide patient care, services and other goods:
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Name, address and contact details
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Gender
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Date of birth
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Next of Kin details including any support networks
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Emergency contact details
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Health information (including medical conditions, allergies, medical requirements and medical history)
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Information about care needs (including disabilities, home conditions, medication and dietary requirements and general care provisions)
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Test results (including psychological evaluations, scans, bloods, x-rays, tissue tests and genetic tests)
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Payment details (including card or bank information for transfers and direct debits)
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Insurance policy details
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Records of meetings and decisions
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Information about income and financial needs for funding or personal budget support
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We also collect the following information to provide patient care, services and other goods:
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Health information
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We collect or use the following personal information for patient app or portal functionality:
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Names and contact details
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Addresses
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Medical history
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Payment details
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Account information, including registration details
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Information used for security purposes
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Marketing preferences
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We also collect the following information for patient app or portal functionality:
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Health information
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We collect or use the following personal information to comply with legal requirements:
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Name
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Contact information
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Identification documents
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Criminal offence data
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We collect or use the following personal information for information updates, marketing or market research purposes:
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Names and contact details
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Address
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Marketing preferences
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Website and app user journey information
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Records of consent, where appropriate
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We also collect the following information for information updates, marketing or market research purposes:
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Health information
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Lawful bases and data protection rights
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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.
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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:
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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.
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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.
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Your right to erasure - You have the right to ask us to delete your personal information. You can read more about this right here.
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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.
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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.
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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.
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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.
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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.
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Our lawful bases for the collection and use of your data
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Our lawful bases for collecting or using personal information to provide patient care, services, and other goods are:
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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.
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Legitimate interest:
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Direct marketing - sending of information for health and wellbeing advice education and promotion of services. Clients opting in to receive this information and have the option of unsubscribing
Our lawful bases for collecting or using personal information for patient app or portal functionality are:
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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 to comply with legal requirements are:
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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.
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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.
Our lawful bases for collecting or using personal information for information updates, marketing or market research purposes are:
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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.
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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:
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Direct marketing - sending of information for health and wellbeing advice education and promotion of services. Clients opting in to receive this information and have the option of unsubscribing
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Where we get personal information from
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Directly from you
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Family members or carers
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Other health and care providers
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Insurance companies
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How long we keep information
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Eight years from the date of last treatment for adult records.
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Records for children and young people will be kept until the patient’s 25th birthday, or 8 years after their death if they die before the age of 18.
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Who we share information with
Data processors:
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Zanda Health (formerly Power Diary)
This data processor does the following activities for us: They are the patient management system used to store and collect client information from booking appointments to storing health records, and invoicing system. They are ISO 27001 certified. See their privacy policy for more details: www.zandahealth.com/uk/privacy-policy/
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Physitrack
This data processor does the following activities for us: Physitrack is an exercise prescription and tracking program. See their privacy policy for more details: www.physitrack.com/legal/privacy
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Mail Chimp
This data processor does the following activities for us: Hold and send email lists to clients. See their privacy policy for more details: www.intuit.com/privacy/statement/
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Kit (formerly Convert Kit)
This data processor does the following activities for us: Hold and send email lists to clients. See their privacy policy for more details: www.kit.com/privacy
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Maven Accountants Ltd
This data processor does the following activities for us: Works as our accountants managing and supporting the financial systems of the business and banking. See their privacy policy for more details: www.mavenaccountants.co.uk/privacy-policy/
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Paypal/Zettle
This data processor does the following activities for us: Take payment for services delivered. Paypal and Zettle also act as a data controllers for processing customer data. See their privacy policies for more details:
PayPal www.paypal.com/uk/legalhub/privacy-full
Zettle www.zettle.com/gb/legal/privacy-policy
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Stripe
This data processor does the following activities for us: Take payment for services delivered. Stripe also acts as a data controller for processing customer data. See their privacy policy for more details: www.stripe.com/gb/privacy
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Starling
This data processor does the following activities for us: Manages our banking services. Starling also acts as a data controller for processing customer data. See their privacy policy for more details: www.starlingbank.com/legal/privacy-notice/
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Xero Limited
This data processor does the following activities for us: Is accounting softwarr and helps to manages our banking services. See their privacy policy for more details: www.xero.com/uk/legal/privacy/
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Others we share personal information with
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Other health providers (eg GPs and consultants)
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Insurance companies, brokers and other intermediaries
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Care providers
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Organisations we need to share information with for safeguarding reasons
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Emergency services
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External auditors or inspectors
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Organisations we’re legally obliged to share personal information with
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Duty of confidentiality
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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:
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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);
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we have a legal requirement (including court orders) to collect, share or use the data;
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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);
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If in England or Wales – the requirements of The Health Service (Control of Patient Information) Regulations 2002 are satisfied; or
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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.
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Sharing information outside the UK
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Where necessary, we may transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place.
For further information or to obtain a copy of the appropriate safeguard for any of the transfers below, please contact us using the contact information provided above.
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Organisation name: Mail Chimp
Category of recipient: Marketing platform for sending emails to clients
Country the personal information is sent to: USA
How the transfer complies with UK data protection law: The country or sector has a UK data bridge (also known as Adequacy Regulations)
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Organisation name: Kit (formerly Convert Kit)
Category of recipient: Marketing platform for sending emails to clients
Country the personal information is sent to: USA
How the transfer complies with UK data protection law: The company has a Data Processing Agreement. The country or sector has a UK data bridge (also known as Adequacy Regulations)
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Organisation name: Paypal/ Zettle
Category of recipient: Payment and online banking platform
Country the personal information is sent to: USA and other countries
How the transfer complies with UK data protection law: PayPal uses Binding Corporate Rules to protect data transferred within PayPal-related companies. These rules are approved by competent Supervisory Authorities.
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Organisation name: Stripe
Category of recipient: Payment and online banking platform
Country the personal information is sent to: USA and other countries
How the transfer complies with UK data protection law: Stripe uses a Data Transfers Addendum to transfer data outside of the UK, which is approved under the UK International Data Transfer Addendum.
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Organisation name: Starling Bank
Category of recipient: Payment and online banking platform
Country the personal information is sent to: USA and other countries
How the transfer complies with UK data protection law: Starling Bank will only transfer personal data outside of the UK or the European Economic Area if they have provided appropriate safeguards.​​
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Organisation name: Xero Limited
Category of recipient: Accountancy software provider / Cloud-based financial service
Country the personal information is sent to: New Zealand, USA and other countries
How the transfer complies with UK data protection law: Xero Limited is a company based in New Zealand, a country which the UK has deemed to provide an adequate level of data protection under the UK GDPR. Where Xero uses sub-processors in other countries, it ensures appropriate safeguards are in place, such as Standard Contractual Clauses (SCCs), to protect personal information in compliance with UK data protection law.
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How to complain
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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.
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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:
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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
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Last updated
22/4/25