Jouvence Aesthetics values your privacy and want to be clear about the data we collect, how we use it and your rights to control that information. This policy reflects the high standards established by the General Data Protection Regulation (GDPR), a set of laws passed in the European Union. It applies to information collected by us, or provided by you, during your appointment, via email, our website, or in any other way including over the phone.
All your personal data will be held and used in accordance with GDPR and national laws implementing GDPR and any legislation that replaces it in whole or in part relating to the protection of personal data.
We do not collect personally identifiable information about you, except when you provide it to us directly or through a third party. For example, if you subscribe to our newsletter, complete a surveymonkey online survey, leave a review our page, book a treatment with us, or consent to have a treatment with us or make a purchase.
The Information we Record via our Website
When you visit our website (via a computer, mobile or hand-held device) you may provide us with personal information including your name, address, contact details and financial data (via Pay Pal).
This information is gathered when you register or book an appointment online using appointment plus, email Jouvence Aesthetics, make a purchase or sign up for a newsletter from us, complete a surveymonkey online survey or leave a review online.
Our website is created with Wix, which also allows us to see information on user website activity including, but not limited to page views, referral and average time spent on the website. The information is depersonalised and is displayed as numbers, meaning it will not be tracked back to individuals, which helps to protect your privacy. Using this we can see what content is popular on our website, and strive to ensure you have the best user experience possible.
The information we Record via Emails
When you correspond with the Jouvence Aesthetics by email, we may need to retain the content of your email and any photographs supplied together with our replies, as they form part of your medical records.
The Information We Record During Your Consultations & Treatment Appointments
When you visit Jouvence Aesthetics Clinic you provide personal information including your name, address, date of birth, contact details and medical history.
During your consultation medical notes are taken, which may include any allergies, operations and medication. We also record treatment data which may include details of treatments or procedures you have had done
Depending on the treatment sometimes photography and prescriptions may be required. This will form part of your treatment/medical records.
During your visit you may be asked to read and sign consent and after care forms which form part of your treatment/medical records. During your treatment we will record treatments, outcomes and may take photographs which form part of your treatment / medical records.
How We Use Your Information
Your personal details and medical records are for legitimate purposes and ensure we are able to :
Provide the best possible care
Provide Beauty, Medical and Aesthetic treatments safety
Identify any contraindications you may have for specific treatments
Diagnose medical concerns, provide treatment plans and write prescriptions
Maintain an accurate appointment diary for all our specialist
Confirm your appointment by text, email or phone
To answer your questions by email or phone
Keep you up to date on news and treatments offered by the Clinic
To contact you for post-treatment follow up and care, including survey requests in order to improve our service
You have a responsibility to inform us if any of your details such as name, address, contact numbers change, so our records are accurate and up to date for you. Generally, we do not rely on consent as a legal ground for processing your personal data, other than in relation to sending marketing communications to you via email.
You have the right to ask us not to process your personal data for marketing purposes and can opt out from marketing at any time. This will not affect our use of your data to contact you to remind you about your appointments.
We take card payments using iZettle in the clinic, Pay Pal or BACS for online payments. These third parties have access to your Transaction Data and have their own GDPR compliant policies.
Treatments requiring prescriptions
At Jouvence Aesthetics some treatments require a prescription by an Independent Nurse Prescriber. These prescriptions will need to be sent to a pharmacy in order to provide your agreed treatment. Opting out of sharing your information with these providers may affect our ability to treat you. All our suppliers have entered into appropriate confidentiality obligations and/or contractual data processing clauses with us.
How We Maintain Confidentiality of your Records
Every member of staff at all Jouvence Aesthetics clinics has a legal obligation to keep information about you confidential.
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know such data. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
All of your records are stored electronically in a GDPR compliant software system. All digital data is secure and is highly protected from unauthorised persons and is also protected from deletion or malicious hacking.
How We Share Your Information
We will only share your information if you have given us written permission to make/cancel appointments with a family member/employee.
We do not sell our database to third parties.
We never share any information with third parties unless there is a genuine need for it, or we receive their request in writing and we have your written consent.
Disclosure of Personally Identifiable Information
Fraud Protection and Compliance with Law We may need to disclose your personal information or share your personal information in order to comply with any legal or regulatory requirement, obligation or request. This includes the police for the prevention or investigation of a crime, HMRC, or our Insurers, legal advisors or other third parties who need access to it in the context of managing, investigating or defending claims or complaints.
How long do we hold your information.
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes.
As a medical clinic we are required to hold medical records for ten years from your last treatment.
Marketing Enquiries and Emails – 6 months
You have the right to withdraw your consent at any time by contacting us via email or letter. We will no longer contact you although medical records must be retained for ten years. Where we are required to collect personal data by law, or under the terms of the contract between us and you do not provide us with that data when requested, we may not be able to perform the contract (for example, to deliver goods or services to you). If you don’t provide us with the requested data, we may have to cancel a product or service you have ordered but if we do, we will notify you at the time.
You have the right to request a copy of your medical records and this request must be put in writing and signed by you (the patient). We are required to respond to you within 30 days.
You have the right to have information updated or corrected if you feel it is inaccurate, incomplete or out of date. This request must put in writing and signed by you (the patient).
The revised policy will be displayed on our website. Where necessary, you may be asked to sign the consent form again.
Objections & Complaints
Our Data Protection Officer is responsible for ensuring the Clinic keeps your information secure and confidential.
If you have concerns about the way your information is managed please contact Jouvence Aesthetics on 07434664227 or email Jouvence.email@example.com
If you are still unhappy you can then complain to the Information Commissioners Office (ICO) at www.ico.gov.uk or telephone 0303 123 1113.
In the unlikely event of a data breach occurring, Jouvence Aesthetics will undertake a further investigation. Lessons learnt will be added to the policy and the relevant supervising bodies notified if required.
Updated May 2018
Jouvence Aesthetics Complaints Policy
We always aim to provide a high standard of care in all our services.
Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.
If a complaint alerts us to possible abuse or neglect we will tell the Council’s adult safeguarding team. The safeguarding team will decide how to investigate and monitor outcomes.
2. Making a suggestion
Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion.
First you should speak to the Manager/Owner of the service.
If the suggestion is something that Jouvence Aesthetics as a company needs to consider you can send it to:
Aesthetic Nurse Practitioner & Owner
c/o Cheshire Lasers
3. Making a complaint
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.
Jouvence Aesthetics assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.
4. Who can complain
Anyone affected by the way Jouvence Aesthetics provides services can make a complaint.
A representative may complain for the affected person if they:
• have died
• cannot make a complaint themselves, or
• have given consent for the representative to act on their behalf
If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.
5. How you can make a complaint
You can complain:
• in person
• by telephone, letter or email
• through a member of staff at Cheshire Lasers clinic
• through an advocate or representative
where someone complains orally we will make a written record and provide a copy of it within 3 working days
• by letter
• by email
6. Anonymous complaints
We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.
The owner/manager has overall responsibility for dealing with all complaints made about their service.
We will provide as far as is reasonably practical:
• any help you need to understand the complaints procedure; or
• advice on where you may get that help.
8. How we handle complaints
The Registered Manager/Owner of Jouvence Aesthetics will investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.
We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.
We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.
When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:
• details of the findings;
• any action we have taken; and
• our proposals to resolve your complaint.
9. Time limits
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
10. Further steps
Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Local Government Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free independent service.
You can contact the LGO at:
Tel: 0300 061 0614
NB: The LGO will not normally investigate a complaint until the provider has had an opportunity to respond and resolve matters.
*We can provide this policy in other languages or in other formats on request
Updated May 2018