Privacy Policy
PRIVACY
Neighbourhood Vet Ð Privacy Policy
(Owned by Award Veterinary Sciences Ltd)
Effective from 28 October 2025
1. Purpose of this policy
This Privacy Policy explains how we collect, use, and protect personal information provided to Neighbourhood Vet in the course of providing veterinary services.
2. Who we are
Neighbourhood Vet is operated by Award Veterinary Sciences Ltd, Unit 7 Brockhurst Gate Retail Park, Cosworth Road, Gosport, PO12 4FA.
Email: gosport@neighbourhoodvet.co.uk
3. What information we collect
We collect personal information necessary to provide veterinary care and manage our client relationship, including:
– Name, address, and contact details
– Pet information and clinical history
– Payment details (for processing transactions)
– Insurance details (where applicable)
– Communications with us by phone, email, or in person
4. How we use your information
We use your data to:
– Provide veterinary services and maintain accurate clinical records
– Arrange appointments and reminders
– Process payments and insurance claims
– Communicate with you regarding your petÕs care and treatment
– Obtain laboratory testing, specialist opinions and referral services where required
– Comply with legal, professional and regulatory obligations
– Protect the safety, security and welfare of our staff, clients and patients
Where appropriate, we may use secure technology-assisted tools, including artificial intelligence (AI), to support the creation and maintenance of clinical records.
These systems may process information discussed during consultations in order to generate draft clinical notes or summaries. All records are reviewed and approved by a veterinary professional before being added to your petÕs medical record.
AI systems are used solely as documentation aids. They do not make decisions regarding diagnosis, treatment, prescribing, referral or patient care. Responsibility for all clinical decisions remains with the attending veterinary surgeon.
We do not sell your personal information or permit it to be used by third parties for advertising or marketing purposes.
5. How we store and protect information
Information is stored securely in electronic and physical form and is accessible only to authorised members of staff who require access for legitimate business purposes.
We use a number of specialist service providers to assist in the delivery of veterinary services, including:
– Practice management software providers
– Payment service providers
– Diagnostic laboratories
– Insurance providers and claims administrators
– Clinical documentation systems
– Communication and messaging platforms
Where personal data is processed by a third-party provider on our behalf, we take reasonable steps to ensure that appropriate contractual, technical and organisational safeguards are in place.
We take all reasonable measures to protect personal information against unauthorised access, alteration, disclosure, loss or misuse.
6. How long we keep information
Client and clinical records are retained for a minimum of seven years after the last contact, or longer if required by law or professional guidance.
7. Sharing information
We may share relevant information where necessary with:
– Other veterinary practices, referral centres and emergency service providers involved in your petÕs care
– Diagnostic laboratories and pathology providers
– Insurance companies and claims administrators
– Payment service providers
– Software and technology providers acting on our behalf to support the delivery of veterinary services and record keeping
– Regulatory bodies, including the Royal College of Veterinary Surgeons (RCVS), Veterinary Medicines Directorate (VMD), law enforcement agencies or other authorities where required by law
– Debt recovery agencies where payment obligations have not been met
Where third-party providers process information on our behalf, they are required to do so in accordance with applicable UK data protection legislation and appropriate confidentiality and security requirements.
7A. AI-assisted clinical documentation
To help maintain accurate and contemporaneous clinical records, we may use secure AI-assisted transcription and documentation software during consultations.
These systems assist our veterinary team by generating draft records from consultation discussions. All outputs are reviewed, amended where necessary and approved by a veterinary professional before being saved to the clinical record.
The use of AI does not replace professional judgement. Clinical decisions, diagnoses, treatment recommendations and prescribing decisions are made solely by qualified members of the veterinary team.
Where AI-assisted documentation systems are used, we take reasonable steps to ensure that appropriate security, confidentiality and data protection measures are in place.
7B. Lawful basis for processing
We process personal information where it is necessary to:
– Provide veterinary services and fulfil our contractual obligations to clients
– Maintain accurate clinical records and protect animal welfare
– Process payments and administer accounts
– Comply with legal, professional and regulatory obligations
– Pursue our legitimate interests in the effective operation of the practice
Where consent is required for a specific purpose, we will seek this separately and you may withdraw that consent at any time.
8. Your rights
Under the UK General Data Protection Regulation (GDPR), you have the right to:
– Access the data we hold about you
– Request correction of inaccurate information
– Request deletion of data, subject to legal retention requirements
– Withdraw consent for optional communications
– Lodge a complaint with the Information CommissionerÕs Office (ICO) if you believe your data has been mishandled
9. Contact
For data access requests or privacy enquiries, please contact:
The Data Controller
Award Veterinary Sciences Ltd
Unit 7 Brockhurst Gate Retail Park,
Cosworth Road,
Gosport PO12 4FA
Email: gosport@neighbourhoodvet.co.uk
Practice Terms & Conditions
Effective May 2026
Neighbourhood Vet Gosport | Brockhurst Gate Retail Park, PO12 4FA | Updated May 2026 | Document ref: NHV-TANDC-03
