Policies

Privacy and Confidentiality Policy

SR Lactation is owned and operated by Steph Richards, an International Board-Certified Lactation Consultant (IBCLC) who serves as the data controller registered with the Information Commissioners Office (ICO). As an IBCLC, I am bound by the IBCLC Code of Conduct which mandates respecting individuals’ privacy and confidentiality.

Purpose of this Confidentiality and Privacy Notice: Since May 2018, the General Data Protection Regulation (GDPR) has required businesses to clearly communicate how they use personal data. GDPR ensures the safeguarding of personal data and protects against the unlawful processing, movement, and storage of such data within the UK and Europe. To provide effective care and support, I need to collect and retain certain information about you, which is considered a legitimate interest under GDPR regulations. This privacy policy outlines the types of personal information I collect and how it is used when you utilize my services. It also details my responsibilities in processing your personal information according to GDPR data protection regulations and explains your rights. It is important that you read this privacy notice, along with any other privacy notices I may provide on specific occasions, to fully understand how and why your data is being used

Third party links outside of my control : My website may contain links to third-party websites, plug-ins, and applications, including links to my business social media accounts. Clicking on these links or enabling connections through them may allow third parties to collect and share information about you. I do not control these third-party websites and am not responsible for their privacy statements. This also applies to any information you share on my social media platforms; as public forums, such information is not covered by this privacy notice. When you leave my website, I encourage you to read the privacy notice of every website you visit, including social media sites.

The Personal Data I Collect About You: Personal data, or personal information, refers to any information about a living individual that can be used to identify them. For more details on personal data, you can refer to the Information Commissioners Office’s guide to data protection. The types of data I collect, use, store, and transfer are grouped as follows:

– Identity Data: Includes first name, last name, title, baby’s name, and baby’s date of birth.

– Contact Data: Includes billing address, email address, and telephone numbers.

– Financial Data: Payments are accepted via bank transfer or PayPal only; I do not store or handle your bank details in any other way.

– Relevant Data: Includes any data deemed relevant to the service I am providing, such as:

– Medical history (including obstetric and mental health history)

– GP name and contact details

– Health visitor name and contact details

– Baby’s weight

– Details of any concerns you have or reasons for contacting me

– Summary details of the consultation and any recommendations or plans made

Transaction and financial data may be shared with my accountant, bank, card payment machine provider, or HMRC under certain circumstances.

To fulfil my contract with you and provide the care you are employing me for, I require the aforementioned personal data. If you fail to provide this data, I will be unable to perform the contract to provide the services you require or have requested. In such cases, I may have to cancel the service you have booked, but I will notify you if this is the case.

Collecting and using personal data: I collect this information solely to fulfil the contract of my services to you. I only request information relevant to your care to provide you with appropriate recommendations and guidance as part of my service.

The information you provide is confidential and not routinely shared with anyone. Occasionally, it may be beneficial to share information with your midwife, GP, or health visitor if, in my professional opinion, they could further support your care. Initially, I encourage you to share this information yourself, but I can share it on your behalf with your consent if preferred.

If I ever have concerns about an immediate and serious risk that you might harm yourself or someone else, or are at risk of harm from someone else, it is my duty of care to share your personal information with a third party such as your GP or emergency services. I will attempt to gain your consent first; however, this may not always be possible if attempting to gain your consent risks delay in accessing help, thereby endangering your life or that of another. In such situations, I will only share the information directly relevant to you receiving the appropriate care and support to protect you or others at risk. I will inform you of what personal information I shared and with whom.

Your personal information may also be requested by a court of law, coroner’s office, or another professional body, in which case you may have limited or no rights to refuse. Additionally, in the event of a complaint or claim, relevant information will be shared with your consent with my indemnity provider and legal team.

Consultation data may be used as case studies in supervision, research, or training purposes. These will be anonymized to protect your and your baby’s identity.

Your explicit consent (by signing your registration form) is required for processing sensitive data, including medical information, and indicates your agreement with this policy and my terms and conditions of service

Storing Your Information: I store the personal information listed above electronically, along with any communication we have via email, text, WhatsApp, or phone call. Your records are stored using your initial, surname, and the date of our consultation as identifiers. I use encryption and password-protected system.

Specifically, your data is stored on an encrypted and password-protected hard drive which no one else can access. The notes I make during a consultation are yours to keep, but I write up these to store securely and will email you a copy. Email correspondence is saved in the same device storage. Pictures or videos sent via WhatsApp or text messages are uploaded from my phone to your storage folder on the hard drive.

In the event of a personal data breach, I will notify you and any applicable regulator where I am legally required to do so.

Record Keeping and Your Rights: I am required by the IBCLC Code of Conduct to keep clear and accurate records relevant to my practice. I share these records with you during your consultation or via email if it is a virtual consultation. By law, I must store information about the care provided for 25 years. Additionally, I am required to keep basic information about my clients (including Contact, Identity, Financial, and Transaction Data) for six years after they cease being customers for tax purposes.

Your Rights: You have certain rights under data protection laws in relation to your personal data. These rights include:

– Request Access: You can request access to your personal data

– Request Correction: You can request correction of your personal data.

– Request Erasure: You can request erasure of your personal data.

– Object to Processing: You can object to the processing of your personal data.

– Request Restriction: You can request restriction of processing your personal data.

– Request Transfer: You can request the transfer of your personal data.

– Right to Withdraw Consent: You have the right to withdraw your consent.

For full details of your rights, you can visit the Information Commissioners Office’s guide on individual rights: Individual rights | ICO.

Your Right to Access the Information I Hold: You have the right to request a copy of any information I hold about you. If you would like a copy of some or all of your personal information, please email srlactation@gmail.com or text/phone me at 07590 977659. You may ask me to correct or remove information you believe is inaccurate. You also have the right to ask me to erase the personal information I hold about you. However, I can refuse this erasure request if your personal information is needed in the defence of, or exercise of, legal claims, or if there is an overriding legitimate interest to retain your information.

I must comply with your request for access without undue delay and at the latest within one month of your request. I may need to request specific information from you to help confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. I may also contact you for further information related to your request to expedite our response.

You will not have to pay a fee to access your personal data or to exercise any of your other rights. However, I may charge a reasonable admin fee if your request is clearly unfounded, repetitive, or excessive. Alternatively, I may refuse to comply with your request in these circumstances.

Right to Complain : I hope we can address and resolve any queries or concerns you may have regarding how I handle your information. However, if you are dissatisfied with any aspect of how I collect or use your data, you have the right to file a complaint with the Information Commissioners Office (ICO), the UK supervisory authority for data protection issues.

I adhere to the current Code of Professional Conduct for IBCLCs concerning confidentiality. All conversations, written communications, reports, and recordings will be kept confidential. Should there be a need to share written reports or discuss your case with another healthcare professional involved in your care, such as your GP or Health Visitor, I will first discuss this with you and obtain your consent.

The only exception to this rule is if I have concerns that you may be at risk of harming yourself or others, or if you are at risk of being harmed by someone else. In such situations, I have a duty of care under the IBCLC code of conduct to break confidentiality. However, where possible, I will still discuss this with you first.

To maintain my IBCLC certification and ensure I provide the best possible evidence-based care, I am required to undergo regular supervision. During these sessions, I may discuss your case, the care provided, and any learning outcomes. Your anonymity will always be preserved in these discussions. Additionally, the Lactation Consultant supervising me will also be bound by current confidentiality practice guidelines and will not disclose any information from our supervision sessions.

My contact details are:

email: srlactation@gmail.com

Postal address: , Dowell Close, Taunton, Ta2 6BA

phone number: 07405921480

website address: http://www.srlactation.co.uk

I am an IBCLC which is a registered profession with IBCLE. My Certification number is: L-315550 (valid until 31.12.2029) The details of which can be verified here: IBCLC Registry

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Payment and Refund Policy

Payment Policy

Payment Methods: Payments are accepted via Bank Transfer or PayPal only. Full payment is required at the time of booking your consultation. Bookings will be held for 24 hours before being released for other clients if payment is not provided.

Invoice and Receipts: An invoice will be provided for all bookings, a receipt may be requested upon receipt.

Late Payments: Payments must be made within 24 hours of submitting a consultation booking. Bookings will be held for 24 hours before being released upon absent payments.

Refund Policy

Cancellation Policy:

Cancellations made at least 24 hours before the scheduled appointment will receive a full refund and offered a reschedule if necessary

Cancellations made less than 24 hours before the appointment are subject to a £40 cancellation fee

If I need to cancel an appointment, I will provide as much notice as possible. You will be given the option to reschedule, and if a suitable new appointment cannot be arranged, you will receive a full refund.

Exceptions to the Refund Policy: No refunds will be provided for services that have already been rendered or completed as per the agreed terms, unless otherwise specified.

Requesting a Refund: To request a refund, please email srlactation@gmail.com or text/phone me at 07590 977659 with your request and details. I will process the refund in accordance with the policy terms.

Processing Time for Refunds: Refunds will be processed within 14 business days from the approval of the refund request.

Additional Information

Extra charges: I offer consultations within a 15-mile radius of my home address in Taunton at no additional charge. For locations beyond this radius, a travel fee of £25 will be charged.

Policy Changes: This policy is subject to change. Any changes will be communicated through email or updated on my website.

Contact Information: For any questions or clarifications regarding this policy, please contact me at srlactation@gmail.com or 07405921480.