Naturecan Clinic Privacy Policy
Effective Date: October 2025
Version: 2.0
Introduction
This Privacy Policy explains how Naturecan Clinic collects, uses, shares and protects information about you. It also outlines your rights under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
We take your privacy seriously and are committed to maintaining the confidentiality, integrity and security of your personal data.
If you have any questions or concerns about this policy, please contact us at:
support@naturecanclinic.co.uk
Who We Are:
Naturecan Clinic is a healthcare platform that allows patients to access consultations with licensed doctors online through secure video appointments.
Data Controller: Naturecan Clinic (Ropana Clinics Ltd)
Associated Company: Naturecan Ltd
Naturecan Clinic is registered with the Care Quality Commission (CQC) and is subject to inspection and regulation under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
Our Lawful Basis for Processing
Under UK GDPR, we process your personal data lawfully using one or more of the following bases:
• Article 6(1)(e) – to perform a task carried out in the public interest or in the exercise of official authority (healthcare services).
• Article 6(1)(d) – to protect your vital interests (in emergencies).
• Article 9(2)(h) – for the provision of health or social care and treatment.
• Article 6(1)(a) – with your explicit consent (for marketing or where required).
• Article 6(1)(c) – to comply with legal obligations (e.g., reporting requirements).
Why We Keep a Record of Your Care
We need to keep an accurate record of the care you receive to ensure that:
• Professionals involved in your care have up-to-date information;
• We can assess your needs and provide high-quality care;
• Any concerns or complaints can be properly investigated;
• Accurate information is available if you move area, use another service, or see a different healthcare professional.
Your Record May Include
• Your name, address, date of birth, and contact details
• Appointment and contact history
• Notes and reports about your health, treatment, and test results
• Information on medications, allergies, and side effects
• Images, scans, and diagnostic information
• Relevant information from professionals or relatives involved in your care
Our staff may also include their professional opinions as part of your record.
We will, where practical, discuss with you what we record and share a copy if you request it.
Identifying You Correctly
To ensure your safety and proper identification, we may ask for information such as:
• Full name
• Date of birth
• NHS number or National Insurance number
• Photo ID (passport or driving licence)
• Permanent address
Helping Us Keep Your Record Accurate
You can help us by:
• Notifying us of changes to your name, address, or contact details
• Telling us if any information we hold is inaccurate
• Providing your consent to share relevant information with other health professionals
• Informing us if you change your mind about how we share information
How We Use Your Contact Details
We may use your telephone, email or postal details to contact you about appointments, care updates or related services.
Telephone
If you provide a mobile number, we may call, leave a message or text you unless you ask us not to.
If you provide a landline, we may leave a message unless you tell us otherwise.
Email
If you provide your email address, we may use it to send confidential health information unless you opt out.
Emails can be convenient but may be intercepted when sent over the internet. Please avoid including unnecessary personal information in your messages.
If you feel unwell or have an urgent concern, do not email — please call 111 or 999 in an emergency.
How We Keep Your Records Secure
Our guiding principle is that your records are held in strict confidence.
We use secure electronic systems to store your records and take appropriate technical and organisational measures to protect against unauthorised access, alteration or destruction.
Patient data held on paper is securely stored and destroyed according to Department of Health and CQC retention and disposal guidelines.
How Long We Keep Your Data
We retain your health records only as long as necessary:
• For adults: typically 8 years after last treatment
• For certain medical or legal reasons, longer retention may be required
After this period, records are securely destroyed or anonymised.
How We Use Your Records
We use your records to:
• Provide you with appropriate treatment and care
• Coordinate with other healthcare professionals (e.g., your GP)
• Monitor service quality and outcomes
• Investigate complaints and incidents
• Manage billing and payments (including insurance claims, if applicable)
Anonymised and Statistical Data
We may remove identifiers (such as your name or address) so that your data can be used anonymously to:
• Audit and improve our services
• Support research and training
• Contribute to public health monitoring
Wherever possible, we use pseudonymised or anonymised data.
Sharing Your Health Record
To ensure continuity of care, we may share information with:
• Other healthcare professionals (GPs, pharmacists, laboratories, radiology, etc.)
• Hospitals and diagnostic centres involved in your care
• Local authorities and voluntary organisations supporting your care
• Administrative and support staff
• Regulatory bodies (e.g., CQC)
Everyone who receives your information has a legal duty to keep it confidential.
We will only share identifiable information when:
• You ask or consent to it
• We have a legal obligation to do so
• It is necessary to prevent serious harm to you or others
• It is required by a court or safeguarding authority
Sharing Information
You may name specific individuals (such as family members or carers) with whom you would like us to share information about your care.
We take all reasonable steps to ensure that information is only shared with authorised individuals and only when it is necessary and appropriate.
For example, where you receive treatment or medical advice during a consultation with one of our doctors, we may share relevant information or updates with your registered GP to ensure continuity of care, unless you have asked us not to do so.
External Regulation
The Care Quality Commission (CQC) has the authority to review our records as part of its regulatory role. Inspectors may access personal data without your consent when legally permitted to ensure quality and safety standards are met.
Transfers Outside the UK
We store your data within the United Kingdom.
If it becomes necessary to transfer data outside the UK (for example, to support your ongoing care or to use secure cloud systems), we ensure appropriate safeguards are in place, such as UK International Data Transfer Agreements (IDTAs) or other approved mechanisms.
Marketing and the Naturecan Group
When you consent to receive marketing from Naturecan Clinic, this consent also applies to marketing from Naturecan Ltd and other companies within the Naturecan Group that operate under the “Naturecan” brand.
This means that your contact details and marketing preferences may be shared within the Naturecan Group so that you can receive relevant updates, product information, and offers from us and from Naturecan Ltd.
We process this information based on your explicit consent (UK GDPR Article 6(1)(a)).
You can withdraw your consent at any time by clicking “unsubscribe” in our emails or by contacting support@naturecanclinic.co.uk.
Your information will only ever be used by Naturecan-branded companies and will never be sold to external third parties.
Your Data Protection Rights
Under the UK GDPR, you have the following rights:
1. Right to be informed – to know how we use your data.
2. Right of access – to request a copy of your information.
3. Right to rectification – to correct inaccurate data.
4. Right to erasure – to request deletion (subject to legal limits).
5. Right to restrict processing – to limit how we use your data.
6. Right to data portability – to receive your data in a transferable format.
7. Right to object – to object to processing (e.g., marketing).
8. Rights related to automated decision-making and profiling – to object to decisions made solely by automated means.
To exercise any of these rights, please contact support@naturecanclinic.co.uk.
We will respond within one month of receiving your request.
Accessing Your Record
If you wish to access your medical record:
• Submit your request in writing or by email
• Provide sufficient details (full name, address, date of birth, NHS number if known)
• We may request ID verification before release
• We aim to respond within one month (40 days maximum under law)
If you believe any information is inaccurate, please notify us immediately.
How to Complain
We aim to resolve all concerns directly.
If you are unhappy with how we handle your personal information, please contact us at support@naturecanclinic.co.uk.
If you remain dissatisfied, you can contact the Information Commissioner’s Office (ICO):
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Helpline: 0303 123 1113
Website: www.ico.org.uk
Changes to This Policy
We may update this Privacy Policy from time to time. The latest version will always be available on our website.
Your continued use of our services after any update means you acknowledge and accept the revised version.
Contact Us
If you have any questions about this Privacy Policy or how your data is handled:
📧 support@naturecanclinic.co.uk
