What Information We Collect
 

We may collect and process the following information:

• Your name, date of birth, address, telephone number and email address.

• Appointment, booking and communication records.

• Health and hearing information, including:

  • Symptoms

  • Relevant medical history

  • Otoscopy findings

  • Hearing test (audiogram) results

  • Hearing aid information

  • Clinical notes

  • Referrals

  • Aftercare records

• Payment, invoice and account information.

• Your marketing preferences and consent choices.

• Photographs or videos where clinically necessary or where you have given separate consent.

Why We Use Your Information

We use your personal information for the following purposes:

Providing Hearing Care

This includes hearing assessments, ear wax removal, hearing aid services and aftercare.

Lawful basis:

• Contract

• Legitimate interests

Special category condition:

• Provision of health or social care.
   

Maintaining Clinical Records
 

Including managing complaints, referrals, insurance matters and legal claims.
 

Lawful basis:

• Legal obligation

• Legitimate interests
   

Special category condition:

• Provision of health or social care

• Legal claims.
   

Managing Appointments and Patient Communications
 

Including:

• Appointment reminders

• Clinical follow-up

• Test results

• Hearing aid repairs

• Invoices
   

Lawful basis:

• Contract

• Legitimate interests
   

Special category condition:

• Health or social care where applicable.
   

Payment and Accounting
 

Including invoicing and financial administration.

Lawful basis:

• Contract

• Legal obligation
   

Marketing
 

Including newsletters, offers and promotions.

Lawful basis:

• Your consent

• Legitimate interests where permitted by law

Where health information would be used to personalise marketing, we will only do so with your explicit consent.
 

Who We Share Your Information With

We may share your information with:

• Your GP, ENT consultant or other healthcare professionals where clinically appropriate or when requested by you.

• Hearing aid manufacturers, repair centres and laboratories for fitting, repairs, warranties or custom products.

• Trusted service providers including our booking system, IT support, email provider, telephone provider, website provider, payment processor and accounting software. These organisations process information on our behalf under appropriate data protection agreements.

• Professional advisers, insurers, regulators or public authorities where required by law or where necessary for legal, insurance or safeguarding purposes.
   

We never sell your personal information.
 

Marketing
 

We keep clinical communications separate from marketing communications.
 

Clinical or service communications include:

• Appointment reminders

• Clinical follow-up

• Test results

• Aftercare information

• Repair updates

• Warranty information

• Invoices
   

These communications are considered part of your care and are not marketing.
 

Marketing communications include:

• Newsletters

• Promotions

• Special offers
   

You may opt out of marketing communications at any time. Choosing not to receive marketing will not affect the care or services you receive from Divine Hearing.
 

How Long We Keep Your Information
 

We only keep your personal information for as long as necessary to meet clinical, legal, insurance, accounting and regulatory requirements.
 

Our retention schedule is reviewed regularly.
 

Adult clinical records are generally retained for a minimum of 8 years after your last appointment, unless a longer retention period is required by law or professional guidance.
 

Your Rights
 

Under UK data protection law you have the right to:

• Be informed about how your information is used.

• Access the personal information we hold about you.

• Request correction of inaccurate or incomplete information.

• Request deletion of your information in certain circumstances.

• Request restriction of processing in certain situations.

• Object to certain types of processing.

• Request data portability where applicable.

• Withdraw your consent at any time where processing relies on consent.
   

Contact Us
 

If you have any questions about this Privacy Notice or wish to exercise any of your data protection rights, please contact us.

Divine Hearing Ltd
150 Station Road
Woburn Sands
Milton Keynes
MK17 8SG
 

Telephone: 01908 026000

Email: info@divinehearing.co.uk
 

Making a Complaint

If you are unhappy with how we handle your personal information, please contact us first so we can try to resolve your concerns.

You also have the right to make a complaint to the Information Commissioner's Office (ICO), the UK's independent authority for data protection.

Website: www.ico.org.uk