Privacy Policy
Why you should read this policy
We take the privacy of your personal data very seriously. We ask that you read this privacy policy (‘Policy’) carefully as it contains important information on who we are, how and why we collect, store, use and share your personal information and your rights in relation to your personal information.
Who we are
https://mediserveclinic.com/ (‘Website’) – We are Dr James Koyi Ugboma Trading as Mediserve, GMC No 3045893 and our trading office is at 27 Wimpole Street, London W1G 8GN, United Kingdom. (‘we’ or ‘us’).
We collect, use and are responsible for certain personal information about you. When we do so we comply with the General Data Protection Regulation ((EU)2016/679) (‘GDPR’) and the Data Protection Act 2018. We are responsible as a ‘controller’ of that personal information for the purposes of those laws.
Our collection and use of your personal information
Information that you provide
We will obtain personal information you provide when you send us feedback, submit data onto our website and service platform, via email or over the phone, complete forms, report a problem with the website or our platform, contact us for any reason and by any medium and when you sign up for our services.
We may also collect, store or process data that is labelled as special category personal data under the GDPR. If such data is requested, you will be given additional information as to why the sensitive personal data is being requested and how it will be used, often this will be required to provide you with our services.
We may retain a record of any contact you make with us.
The personal information we collect about you depends on the particular activities carried out and the reason for the processing. Such information includes, but is not limited to:
- your name, address and contact details;
- occupation;
- emergency contact details including your next of kin;
- details of any feedback you give us by phone, email, post or via social media; and
- information about the services we provide to you.
In relation to the special category data we collect, such information includes, but is not limited to:
- information regarding your health, including your current and historical physical or mental health and diet;
- your nationality, race and/or ethnicity;
- details of your sex life;
- genetic information; and
- sexual orientation.
Personal information about other individuals
If you give us information on behalf of someone else, you confirm that the other person has appointed you to act on his/her behalf and has agreed that you can:
- give consent on his/her behalf to the processing of his/her data;
- receive on his/her behalf any data protection notices;
- give consent to any transfer of his/her data.
Information from third parties
We may collect personal information about you from a number of different sources including, but not limited to:
- Your GP;
- Other hospitals, both NHS and private;
- Mental health professionals / service providers;
- Commissioners of healthcare services;
- Clinicians (including their medical secretaries);
- Your current or former employer, health professional or other treatment or benefit provider;
- Your family;
- Experts, including medical experts, and other service providers about services you have received and/or are receiving from us; and
- Credit reference Agencies.
Information that will be collected automatically
Cookies: We may monitor your use of the Website through the use of cookies and similar tracking devices. For example, we may monitor how many times you use the Website, which pages you go to and traffic data. This information helps to build a profile of users to the Website. Some of this data will be aggregated or statistical, which means that we will not be able to identify you individually. For further information on the use of cookies on the Website, please see our Cookies Policy.
How your personal data will be used
Under data protection law, we can only use your personal information if we have a proper reason for doing so, e.g.:
- to comply with our legal and regulatory obligations;
- for the performance of our contract with you or to take steps at your request before entering into a contract;
- for our legitimate interests or those of a third party; or
- where you have given consent.
A legitimate interest is when we have a business or commercial reason to use your information, so long as this is not overridden by your own rights and interests.
The table below explains what we use (process) your personal information for and our reasons for doing so:
What we use your personal information for | Our reasons |
To provide our services to you | For the performance of our contract with you or to take steps at your request before entering into a contract |
To prevent and detect fraud against you or Mediserve Clinic Limited | For our legitimate interests or those of a third party, i.e. to minimise fraud that could be damaging for us and for you |
Conducting checks to identify our customers and verify their identity Screening for financial and other sanctions or embargoes Other processing necessary to comply with professional, legal and regulatory obligations that apply to our business, e.g. under health and safety regulation or rules issued by our professional regulator | To comply with our legal and regulatory obligations |
Gathering and providing information required by or relating to audits, enquiries or investigations by regulatory bodies | To comply with our legal and regulatory obligations |
Ensuring business policies are adhered to, e.g. policies covering security and internet use | For our legitimate interests or those of a third party, i.e. to make sure we are following our own internal procedures so we can deliver the best service to you |
Operational reasons, such as improving efficiency, training and quality control | For our legitimate interests or those of a third party, i.e. to be as efficient as we can so we can deliver the best service for you at the best price |
Ensuring the confidentiality of sensitive information | For our legitimate interests or those of a third party, i.e. to protect trade secrets and other commercially valuable information To comply with our legal and regulatory obligations |
Statistical analysis to help us manage our business, e.g. in relation to our financial performance, customer base, product range or other efficiency measures | For our legitimate interests or those of a third party, i.e. to be as efficient as we can so we can deliver the best service for you at the best price |
Preventing unauthorised access and modifications to our systems and platform | For our legitimate interests or those of a third party, i.e. to prevent and detect criminal activity that could be damaging for us and for you To comply with our legal and regulatory obligations |
Updating customer records | For the performance of our contract with you or to take steps at your request before entering into a contract To comply with our legal and regulatory obligations For our legitimate interests or those of a third party, e.g. making sure that we can keep in touch with our customers about existing orders and new products |
Statutory returns | To comply with our legal and regulatory obligations |
Marketing our services to: —existing and former employer clients; —third parties who have previously expressed an interest in our services; —third parties with whom we have had no previous dealings. | For our legitimate interests or those of a third party, i.e. to promote our business to existing and former customers |
Credit reference checks via external credit reference agencies | For our legitimate interests or those of a third party, i.e. to ensure our customers are likely to be able to pay for our products and services |
We may monitor and record communications with you (such as telephone conversations, emails and any messages sent via the Website or service platform) for the purpose of quality assurance, training, fraud prevention and compliance. | For our legitimate interests or those of a third party, i.e. to ensure our employees are trained to provide you with the best possible service. |
To notify you of changes to the Website or to our services or products that may affect you | For our legitimate interests or those of a third party, i.e. to ensure you’re up to date with our services and to promote any change. |
External audits and quality checks, e.g. for ISO and the audit of our accounts | For our legitimate interests or a those of a third party, i.e. to maintain our accreditations so we can demonstrate we operate at the highest standards To comply with our legal and regulatory obligations |
Disclosure of your personal data
We may disclose your information to third parties including, but not limited to:
- third parties we use to help deliver our services to you, e.g. healthcare providers/organisations (including the NHS and private sector), clinics and other health professionals for example.
- Anyone that you ask us to communicate with or provide as an emergency contact, for example your next of kin or care provider;
- Other third parties that you ask us to provide information to, for example any clinics you wish to utilise for treatment that are not affiliated with us;
- other third parties we use to help us run our business, e.g. website hosts, payment providers such as Stripe;
- credit reference agencies;
- our insurers and brokers;
- our bank.
We only allow our service providers and preferred clinics to handle your personal information if we are satisfied they take appropriate measures to protect your personal information. We also impose contractual obligations on service providers relating to ensure they can only use your personal information to provide services to us and to you. We may also share personal information with external auditors, e.g. in relation to ISO accreditation and the audit of our accounts.
We may disclose and exchange information with law enforcement agencies and regulatory bodies to comply with our legal and regulatory obligations.
We may also need to share some personal information with other parties, such as potential buyers of some or all of our business or during a restructuring. Usually, information will be anonymised but this may not always be possible. The recipient of the information will be bound by confidentiality obligations.
When providing your personal information onto clinics for your proposed treatment, we will always ask for your consent to share this information before doing so.
Please be aware that the clinics and/or health professionals we provide your personal information to may be required to provide this information to their regulators and other third parties. You should ensure that you are familiar with their privacy notices.
Transfer of your information out of the EEA
To deliver our services to you, it is sometimes necessary for us to store and process your personal information outside the European Economic Area (EEA).
These transfers are subject to special rules under European and UK data protection law.
We will only transfer data to the extent that it is relevant and necessary, and to the extent that there are sufficient safeguards in place.
Non-EEA countries do not have the same data protection laws as the United Kingdom and EEA. We will, however, ensure the transfer complies with data protection law and all personal information will be secure.
For example, for servers located in the US, we would look for compliance with the EU-US Privacy Shield Framework, which offers compliance with EU data protection requirements when transferring personal data from the European Union to the United States. You can find more information about Privacy Shield at https://www.privacyshield.gov/welcome. You can also check specific companies’ certification at https://www.privacyshield.gov/participant_search.
Marketing
We may use your personal information to send you updates by email about our services, including exclusive offers, promotions or new services.
We have a legitimate interest in processing your personal information for promotional purposes. This means we do not usually need your consent to send you promotional communications. However, where consent is needed, we will ask for this consent separately and clearly.
We will always treat your personal information with the utmost respect and never share it with other organisations for their own marketing purposes.
You have the right to opt out of receiving promotional communications at any time by:
- contacting us at contact@mediserveclinic.com
- using the ‘unsubscribe’ link in the emails
We may ask you to confirm or update your marketing preferences if you instruct us to provide further services in the future, or if there are changes in the law, regulation, or the structure of our business.
Your Rights
Under the General Data Protection Regulations (GDPR), you have the following rights:
- You have the right to be informed about the collection and use of your personal data.
- You have the right of access to your personal records or other information that we hold about you. We reserve the right to charge a reasonable fee for our administrative costs involved with providing you with access if we receive a request which is manifestly unfounded or excessive to access personal records. We may also charge a reasonable fee, in relation to administrative costs, if further copies of your data is requested following your initial request.
- You have the right to rectify any errors in the data we hold about you. If any data or information we hold about you is inaccurate, or out of date, please contact us and we will correct this immediately.
- You may have the right to have the data we hold about you erased.
- You have the right to restrict processing.
- You have the right to ask us to stop processing your personal data for direct marketing purposes. You may also specify that you object to direct marketing by particular channels such as by email or telephone. If this is the case, please specify the channels you are objecting to in your communications with us.
- You have the right to data portability. If you wish to obtain your data for your own purposes across different services, we will provide this information to you in an electronic format such as a PDF file, CSV file or via other electronic means. We reserve the right to charge a reasonable fee for the administrative costs of complying with any requests that are manifestly unfounded or excessive.
- You have the right not to be subject to automated decision-making, including profiling.
To revise your consent, request access, amend or remove your records or assert any of your rights set out above, you should send your request in writing to us at Info@Fertifa.com.
You may need to provide proof of identity and address (e.g. a copy of your driving licence or passport, and a recent utility or credit card bill); and specify the personal data you want access to, amended or removed.
How long we will store your data
We will keep your personal information while you have an account with us or we are providing services to you. Thereafter, we will keep your personal information for as long as is necessary:
- to respond to any questions, complaints or claims made by you or on your behalf;
- to show that we treated you fairly;
- to keep records required by law.
We will not retain your personal information for longer than necessary for the purposes set out in this policy. Different retention periods apply for different types of personal information.
When it is no longer necessary to retain your personal information, we will delete or anonymise it.
Children
Due to the nature of our business, we may collect the personal information of any children born following any successful treatment. This privacy policy will also apply to any child’s personal information we collect and process. We may ask your permission to utilise this information for the purpose of publicising any success stories.
Keeping your personal information secure
We have appropriate security measures in place to prevent personal information from being accidentally lost or used or accessed in an unauthorised way. We limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality. We also confirm that your data will be stored on secure servers.
If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit www.getsafeonline.org. Get Safe Online is supported by HM Government and leading businesses.
Concerns and Questions
We hope that we can resolve any query or concern you raise about our use of your information.
The General Data Protection Regulation also gives you right to lodge a complaint with a supervisory authority, in particular in the European Union (or European Economic Area) state where you work, normally live or where any alleged infringement of data protection laws occurred. The supervisory authority in the UK is the Information Commissioner who may be contacted at https://ico.org.uk/concerns/ or telephone: 0303 123 1113.