We use personal information collected about you for a variety of business purposes described below.
Establishing you as a Nightingale customer
If you sign up to become a Nightingale customer, we will need to collect and verify information about you and other relevant individuals to set up our products and services for you.
To process transactions and provide our services
We will use the information you provide to process any orders you make with us, arrange prescriptions with your GP and deliver products and services directly to you.
Checking if you are NHS exempt from paying prescription charges
We will use the information you provide to tell you if:
- you have a valid exemption certificate
- your exemption certificate expires within the next month
- your exemption certificate entitles you to free NHS prescriptions
- your age entitles you to free NHS prescriptions
In cases where individuals haven't provided their medical exemption status during registration, Nightingale kindly asks that they provide this information later. This contact may occur through various means, including email, SMS (text messages), or phone calls. The purpose of this contact is to obtain the necessary medical exemption information to ensure compliance with The National Health Service (Charges for Drugs and Appliances) Regulations 2015.
Integrated Care Record
Nightingale works with the NHS and other health and social care organisations to share information that will form part of your Integrated Care Record. The Integrated Care Record allows health and care professionals involved in your care to view your records to help them understand your needs and make the best decisions with you, and for you.
Clinical Nursing Services
Our Nurses work together with NHS professionals to deliver drop-in clinics and home visits, advice and guidance on products, clinical education, and training. Following a visit by the Nurse, feedback will be provided to your GP and your referring Nurse.
The Clinical Nursing Service works in conjunction with your referring NHS or independent sector nurse to ensure you get access to the best ongoing care, advice and support with your bladder and bowel management.
Our Nurses will undertake assessments and reviews for all people referred to the service and use your data to suggest an appropriate plan of care. The care package will be discussed and agreed with you and your referring Nurse.
Nightingale makes use of surveys for a variety of functions, including improvement of service provision and regulatory requirements.
In the case of customer satisfaction surveys and research, we will primarily use the data for internal purposes. In some cases, we may publish a summary report, but this will not contain any personal data.
In the case of consultations, we will publish a summary of the consultation responses and, in some cases, the responses themselves but these will not contain any personal data.
Please note that if you choose to provide contact details, your survey response will no longer be anonymous. However, your contact details will not be disclosed, and therefore your responses will be reported anonymously, and you will not be identifiable.
We process the information internally for the above stated purpose. We don't intend to share your personal data with any third party. Any specific requests from a third party for us to share your personal data with them will be dealt with in accordance with the provisions of the data protection laws.
We will retain consultation and survey response information until our work on the subject matter of the consultation is complete.
We may also use a third-party processor, to administer surveys on our behalf, and carry out statistical analyses of the survey results in accordance with our instructions. We will always ensure that we have a contract in place with these third-party processors. This means that they cannot do anything with your personal data unless we have instructed them to do it. The third-party processors will not share your personal data with any organisation, except where we authorise them to do so. Third party processors will always have their own privacy policy which they will share with you on request.
Telephone recording including the use of Omni channel call management
We may record telephone calls you make to our customer contact centre to:
- check for mistakes
- train staff
- prevent, detect, investigate, and prosecute fraud
- help plan and make improvements to services
We do this in the interests of offering a good service to our customers.
If you object to this, you will need to end the call when you are told that calls may be recorded. Alternative methods of communication are available.
We will delete call recordings up to 6 months after the call was made. This ensures that any subsequent investigations can be completed.
Omni channel call management
We use various functions to allow our customer to interact with us in the best possible way. We do this by using automation and virtual assistance to:
- quickly answer common questions
- providing a virtual voice enabled assistant instead of a fixed options menu
- capturing information from you in advance and presenting this to our staff when they speak to you, reducing call times and confirming information needed to answer your query.
- providing us with call analysis information to help improve the service we provide
If you object to this, you can ask to speak to staff or use an alternative means of contacting us.
Live Chat
As part of our dedication to providing exceptional customer service, we utilise a live chat feature on our website. This feature allows us to offer real-time assistance and support to our customers.
How We Use Live Chat
- Our live chat feature is designed to provide you with immediate assistance, answer your questions, and address any concerns you may have regarding our products or services.
- During a live chat session, we may collect and store information that you voluntarily provide, such as your name, contact information or other personal details relevant to your inquiry. This information is used solely for the purpose of assisting you and improving our customer service.
- We may use data from live chat interactions to analyse trends, identify common customer issues, and enhance our website's usability and content.
- Any information you share during a live chat session is treated with the utmost confidentiality and is subject to the same stringent privacy and data protection policies outlined in this Privacy Notice
Marketing
When you consent, we will send you marketing communications and news concerning Nightingale products, services, events, and other promotions. You can opt-out at any time after you have given your consent.
If you are an existing customer of Nightingale (for example, if you are a service user), we may use the contact details you provided to send you marketing communications about similar Nightingale products or services, where permitted by applicable law (unless you have opted out).
We use various communication channels, including email, SMS text messages, phone calls, and postal mail, to contact you. You have the right to object at any time, and we will always provide a simple way for you to inform us if you prefer not to be contacted.