Privacy Policy

Last updated: [DATE]

Families trust us with personal and often sensitive information. This policy explains, in plain English, what we collect, why, how we keep it safe, and the rights you have over it.

1. Who we are

Patient Clarity Clinic is run by Sohail Hussain and Saima Begum, and works online with families across the UK. We are the data controller for the personal information described in this policy and are registered with the Information Commissioner’s Office (ICO), registration number [ICO NUMBER].

2. What information we collect

Contact details: your name, email address, phone number and, if relevant, the name of the person you are seeking support for.
Information about health and care: anything you choose to tell us or share with us, such as a diagnosis, test results, clinic letters or discharge summaries, and your concerns about someone’s care.
Session records: our notes from your consultation and any written summary we prepare for you.
Booking and payment details: appointment times and a record of payments. Card payments are handled by our payment provider; we do not see or store your full card number.
Messages: emails and messages you send us.

Please only share the information needed to help with your concern. If you share information about another person, such as a relative, please make sure they are happy for you to do so, or that you are acting in their best interests.

3. Why we use it, and our lawful basis

To provide the service you book, including arranging sessions, preparing summaries and following up. Lawful basis: performance of a contract with you.
To handle health information. Health information is a special category of data under UK data protection law. We only use it with your explicit consent, which we ask for before your first session. You can withdraw consent at any time.
To answer enquiries before you book. Lawful basis: our legitimate interest in responding to people who contact us.
To keep financial and insurance records. Lawful basis: legal obligation and our legitimate interest in managing our business properly.
To protect someone from serious harm. Lawful basis: vital interests or a legal obligation (see section 5).

We never use your information for marketing without asking you first, and we never sell it.

4. How we keep it safe

Sessions take place on Microsoft Teams. We do not record sessions unless everyone agrees in advance. Notes and documents are stored securely in password-protected, encrypted accounts that only Sohail and Saima can access. We never discuss your case with anyone outside Patient Clarity Clinic without your permission, except as described in section 5.

5. Who we share it with

Service providers who help us run the business, such as Microsoft (Teams, Bookings and email) and our payment provider. They may only use your information to provide their service to us.
People you ask us to share with, such as a family member, or your GP or hospital team if you want us to help with a letter.
Our insurer or legal advisers, if needed to deal with a claim or complaint.
Safeguarding. If we believe a child or adult is at risk of serious harm, we may share information with the appropriate authorities without consent. Where it is safe to do so, we will tell you first.

6. How long we keep it

Enquiries that do not lead to a booking: up to 12 months.
Session notes, summaries and documents you share: [6] years after our last contact with you, so we can respond to any questions or complaints.
Financial records: 6 years, as required by HMRC.

After that, your information is securely deleted.

7. Your rights

You have the right to:

ask for a copy of the information we hold about you
ask us to correct anything that is wrong
ask us to delete your information, unless we must keep it by law
ask us to limit how we use it, or object to how we use it
ask for your information in a format you can take elsewhere
withdraw your consent at any time

To use any of these rights, contact us. We will respond within one month and there is normally no charge.

8. Our website

Our website does not use advertising or tracking cookies. If you use the contact form, we receive only the details you type into it.

9. Complaints

If you are unhappy with how we have handled your information, please tell us first so we can put it right. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

10. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.