Privacy Policy

What Pride Hearing collects when you book or enquire, why we need it, who we share it with, and the rights you have over it.

Pride Hearing (“we”, “us”, “our”) is committed to protecting the privacy and personal data of our clients and visitors. This Privacy Policy explains how we collect, use, and share information when you engage with our services or visit our website. Please read it carefully to understand our practices regarding your personal data.

Who we are

Pride Hearing is a trading name of Creative Business Solutions Ltd, company number 13728568, registered in England, with clinics at 45 Brunel Parkway, Pride Park, Derby DE24 8HR and 31 Wolverhampton Road, Cannock WS11 1SP. We are the data controller for the information described in this policy. For anything to do with your data, email hello@pridehearing.co.uk or call 01332 313 377.

What this policy covers

This policy covers information we hold about you whether you visit one of our clinics, have a home visit, book or enquire through this website, or contact us by phone or email. It sits alongside our cookie policy, which explains what this website stores on your device.

What we collect when you contact us

Our booking form, home visit request and enquiry form ask for your name and phone number, and optionally your email address, postcode and a short message. Home visit requests also ask when you would prefer to be called, and give you space to tell us anything useful about access or who the visit is for. We do not ask for medical details through this website.

What we collect when you become a patient

As a healthcare provider we keep a clinical record. That includes your name, date of birth, address and contact details, your hearing health history and anything relevant you tell us, images of your ear canals from video otoscopy, your audiogram and other test results, details of any hearing aids or ear plugs we supply and their settings, notes of your appointments and aftercare, and payment records.

What we collect automatically

Our hosting provider counts visits from its own server logs, without using cookies or identifying you. If you accept analytics cookies, Google Analytics records which pages you visit, how long you stay and how you arrived. We also record which page a form was submitted from and which advertising campaign brought you, so we know which adverts lead to appointments and which are wasting money. If you decline those cookies, none of that is collected.

The online hearing check

Our online hearing test runs entirely on your own device. Your answers and your results are never sent to us and we cannot see them. If you choose to request an appointment or a home visit at the end of the check, your results are sent with that request so the clinician knows what the check found \u2014 but only then, and only because you chose to.

Why we use your information, and our lawful basis

To reply to an enquiry and arrange an appointment, we rely on taking steps towards a contract with you, and on your consent where you have asked us to call you back. To provide hearing care and keep a clinical record, we rely on the provision of health care and on our legal obligations as a healthcare provider. To take payment and keep financial records, we rely on contract and on legal obligation. To send you appointment reminders, we rely on our legitimate interest in you turning up to an appointment you booked. To send marketing, we rely on your consent. To understand which pages and adverts lead to bookings, we rely on your consent through cookies.

Health information

Information about your hearing is special category data and the law gives it extra protection. We process it for the provision of health care and treatment under Article 9(2)(h) of the UK GDPR, and because our clinicians are bound by a duty of confidentiality. We do not use your health information for marketing, and we never sell it.

Who we share it with

Enquiries and callback requests from this website pass through n8n, our automation provider, into HearLink, the patient management system we use to run our clinics. Appointments booked online are handled by HearLink directly. This website is hosted by Netlify, our articles are served by Soro, some pages embed Google Maps, and website analytics go to Google. With your agreement we may share clinical information with other healthcare professionals involved in your care, such as your GP or an ENT department. Where you buy a hearing aid, we may need to share details with the manufacturer to register your warranty or arrange a repair. We use trusted suppliers for IT support and payment processing. We may disclose information where the law requires it. We never sell or rent your information to anyone.

Where your information is held

Some of our suppliers \u2014 including Google, Netlify and Soro \u2014 may store or process information outside the UK. Wherever information leaves the UK, we only use suppliers who provide the safeguards UK data protection law requires, so it keeps equivalent protection. If you would like to know where a particular part of your information is held, ask us and we will tell you.

How long we keep it

We keep your information only as long as we need it. Clinical records are kept in line with professional guidance for health records, which requires them to be held for a number of years after your last appointment. Financial records are kept for six years, as tax law requires. Enquiries that never became an appointment, and website analytics, are kept for a limited period and then deleted. If you would like to know the period that applies to your own records, ask us and we will tell you \u2014 and if you would like your information deleted sooner, we will do that wherever we are not legally required to keep it.

Marketing

We will not add you to a mailing list because you enquired through this website. If you do opt in to hear from us, every message includes an unsubscribe link, and you can ask us to stop at any time by replying or by emailing hello@pridehearing.co.uk. Stopping marketing never affects your care.

Cookies and analytics

Nothing that is not strictly necessary is stored on your device until you choose. When you first visit you can accept all cookies or essential only, and you can change your mind at any time using the cookie settings link in our footer. Choosing essential only does not limit anything: every page, price, form and booking works exactly the same. Our cookie policy lists what each type does.

Children and young people

We treat children aged seven and over for ear wax removal, and we see younger patients for hearing advice where appropriate. Where the patient is under sixteen, we take the booking and consent from a parent or guardian, and we do not knowingly collect information from a child through this website without that consent.

Your rights

You can ask for a copy of the information we hold about you, ask us to correct anything wrong, ask us to delete it where we are not required to keep it, ask us to restrict how we use it, object to particular uses, ask us to transfer it to another provider, and withdraw consent at any time. Email hello@pridehearing.co.uk and we will respond within one month. There is no charge.

Automated decisions

We do not make decisions about your care by automated means, and we do not profile you. The online hearing check gives you an indication on your own screen \u2014 it is not a diagnosis and no decision about you is taken from it.

If you are unhappy

Please tell us first: email hello@pridehearing.co.uk or call 01332 313 377 and we will look into it. If we cannot put it right, you have the right to complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113. Complaining to us first does not affect that right.

Changes to this policy

We will update this page whenever how we use your information changes, and change the effective date at the top. This version replaces our previous policy of 20 July 2023.

Security

Your information is held in access-controlled systems, encrypted in transit, and seen only by the people who need it to look after you. No system is completely secure, so we keep what we collect to a minimum and review who has access to it.

By using our services, you agree to the collection and use of your personal information as outlined in this Privacy Policy.

Pages on this site

Call 01332 313 377 — Northern Ireland 028 9124 5261