Privacy Notice

How we use your information

Actons Opticians is an independent optometry practice at 10 Cornmarket, Worcester, WR1 2DR and is the data controller for the personal information described in this notice. This Privacy Notice explains, in plain English, how we collect, use, store and share personal information when you contact us, visit the practice, use our website or receive eyecare from us.

In short, we use your information to provide safe clinical care, supply spectacles and contact lenses, manage appointments, meet NHS and legal requirements, take payments, and respond to enquiries. We only use information where we have a lawful reason, and we do not currently share identifiable patient information for research or planning.

Personal information we collect

The information we collect depends on your relationship with us. For patients, it may include:

• your name, address, date of birth and contact details
• relevant clinical history, symptoms, medications, allergies and information about your visual needs
• eye examination results, prescriptions, contact lens records and fitting notes
• GP details, referral information, NHS eligibility, vouchers and GOS claim information
• order, payment and direct debit details where relevant.

If you use our website contact form or email us, we collect the details you provide, such as your name, email address, phone number and message.

Why we use it

We use personal information for the following purposes:

• providing eye examinations, clinical advice, contact lens fittings and ongoing care
• ordering, making and dispensing spectacles, lenses and contact lenses
• sending recalls, appointment reminders and important service messages
• processing NHS vouchers, General Ophthalmic Services claims and referrals
• handling payments, including direct debit arrangements where you choose them
• answering website, telephone and email enquiries.

We may also use limited information to manage the practice, train staff, check service quality and improve administration.

Our lawful bases

Under UK data protection law, we must have a lawful basis for using your information. In simple terms, we rely on:

• provision of healthcare and related duties, so we can assess your sight and eye health
• legal obligations and NHS contract requirements, including record keeping and GOS claims
• legitimate interests for day to day administration, recalls, service improvement and security
• contract, where we provide goods or services you request
• consent for optional marketing and non essential cookies.

Much of the information we hold is health information, which is classed as special category data. We use it because it is necessary for healthcare, treatment, management of health services and related legal duties.

We do not make decisions about your clinical care solely by automated means.

Systems and organisations we use

We use trusted systems and share information only where it is needed for your care, to provide requested services or to meet legal and NHS requirements. This may include:

• Optinet Flex, our practice management system, with secure backup
• NHS services, hospitals and clinicians using NHSmail, OPERA or Cinapsis for referrals and care coordination
• Essilor and Waterside for spectacle lens manufacture and glazing
• contact lens manufacturer portals for supply and aftercare
• Adaro, where direct debit payments are arranged
• our staff who handle website, phone and email enquiries.

We do not sell patient information. We may share information if required by law, to protect patients, or to respond to a valid request from a regulator or public authority.

Website, cookies and analytics

Our website may use WPForms for contact submissions, Google services such as maps, and analytics tools that help us understand how the site is used. These services may collect technical information such as device details, browser information, pages visited and approximate location.

Where consent is required, non-essential cookies and optional analytics should not be used until you have made a choice. Our separate Cookie Policy will explain the cookies in use and how you can change your preferences.

General website enquiries are normally retained for six to twelve months if no appointment is booked. If an enquiry becomes part of your care, the relevant information is recorded in your patient record and the original enquiry may then be deleted when it is no longer needed.

How long we keep records

We keep records only for as long as needed for healthcare, legal, NHS and business reasons. Adult patient records are generally retained for ten years after the last encounter. Children’s records are generally retained until the child reaches age twenty five.

Some records may be kept longer where there is an ongoing legal, clinical or safeguarding reason.

Security and international transfers

We use practical security measures to protect personal information, including controlled access to systems, staff confidentiality, secure backups and appropriate supplier arrangements. No system can be guaranteed absolutely secure, but we take data protection seriously.

Some third party technology providers may process information outside the UK. Where this happens, we expect appropriate safeguards to be in place, such as contractual protections or other legally recognised transfer mechanisms.

Your rights and how to contact us

You may ask to access or correct your information, and in some circumstances you may ask us to restrict its use, object to its use, have it erased or receive a copy in a portable format. These rights are subject to clinical, legal and NHS record-keeping requirements.

The National Data Opt-Out allows eligible patients to choose whether confidential patient information is used for research and planning beyond their individual care. Actons Opticians does not currently share identifiable patient information for these purposes. You can view or change your choice through the NHS App or the NHS National Data Opt-Out service.

For privacy questions or to exercise your rights, contact the Practice Manager at info@actonsopticians.co.uk, telephone 01905 22156, or write to Actons Opticians, 10 Cornmarket, Worcester, WR1 2DR.

If you are unhappy with how we have handled your information, please contact us first so that we can try to resolve the matter. You also have the right to complain to the Information Commissioner’s Office.