When you supply your personal details to this clinic they are stored and processed for 4 reasons (the bits in bold are the relevant terms used in the General Data Protection Regulation – i.e. the law):

 

1. We need to collect personal information about your health in order to provide you with the best possible treatment. Your requesting treatment and our agreement to provide that care constitutes a contract. You can, of course, refuse to provide the information, but if you were to do that we would not be able to provide treatment.

 

2. We have a “Legitimate Interest” in collecting that information, because without it we couldn’t do our job effectively and safely.

 

3. We also think that it is important that we can contact you in order to confirm your appointments with us or to update you on matters related to your medical care. This again constitutes “Legitimate Interest”, but this time it is your legitimate interest.

 

4. Provided we have your consent, we may occasionally send you general health information in the form of articles, advice or newsletters. You may withdraw this consent at any time – just let us know by any convenient method.

 

We have a legal obligation to retain your records for 8 years after your most recent appointment (or age 25, if this is longer), but after this period you can ask us to delete your records if you wish. Otherwise, we will retain your records indefinitely in order that we can provide you with the best possible care should you need to see us at some future date. Health information is classified under UK GDPR as "special category data" and receives additional legal protections due to its sensitive nature.

 

Your records are stored electronically (“in the cloud”), using a specialist medical records service ‘Cliniko’. This provider has given us their assurances that they are fully compliant with the General Data Protection Regulations. Access to this data is heavily encrypted and password protected. 

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Use of Artificial Intelligence (AI) Clinical Note Assistance

To support the creation of accurate clinical records, The Orchard Clinic uses an artificial intelligence (AI) clinical documentation system called Motics Scribe Agent.

During consultations, Motics Scribe Agent may securely record and transcribe conversations between you and your practitioner. 

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The system uses artificial intelligence to generate draft clinical notes which are then reviewed, amended where necessary, and approved by your practitioner before being added to your patient record.

The use of Motics does not replace professional clinical judgement and all clinical decisions remain the responsibility of your practitioner.

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Audio recordings are retained only temporarily for transcription purposes and are automatically deleted approximately 48 hours after recording. The resulting clinical notes become part of your healthcare record and are retained in accordance with our record retention obligations.

 

Motics may only access consultation data where express written permission has been provided by The Orchard Clinic for the purposes of technical support. Motics is contractually required to maintain appropriate security measures and process data in accordance with applicable data protection laws.

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Use of Artificial Intelligence (AI) Telephone Services

The Orchard Clinic also uses an AI-powered telephone assistant provided by Aeva to assist with managing incoming calls, appointment enquiries and administrative requests.

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When contacting the clinic by telephone, information such as your name, telephone number, appointment requirements and details relevant to your enquiry may be processed by Aeva in order to:

• Book, amend or cancel appointments.

• Answer routine administrative questions.

• Route enquiries to the appropriate member of staff.

• Improve patient access and reduce waiting times.

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Where call recording or transcription facilities are enabled, this information may also be securely processed to assist with administration and service improvement.

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The AI telephone assistant does not diagnose conditions, provide treatment recommendations or make clinical decisions. All clinical matters remain under the supervision of appropriately qualified healthcare professionals.

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Aeva acts as a data processor on behalf of The Orchard Clinic and is required to maintain appropriate technical and organisational measures to protect personal information in accordance with UK GDPR requirements.

 

We will never share your data with anyone who does not need access without your written consent, except where required by law or where trusted data processors are engaged to support the operation of our services under strict confidentiality and data protection agreements.

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Only the following people, organisations and approved service providers will have routine access to your data where necessary for the provision of your care or operation of our services:

• The medical records service (Cliniko) who store and process our clinical records.

• Your practitioner(s) in order that they can provide treatment.

• Authorised reception staff who organise appointments and manage communications.

• Administrative personnel, such as our bookkeeper, who require limited access to contact and financial information.

• Mailchimp, which may process your name and email address for communications where consent has been provided.

• Motics Scribe Agent, which assists with clinical note transcription and documentation.

• Aeva, which assists with telephone communications and appointment administration.

 

From time to time, we may have to employ consultants to perform tasks, which might give them access to your personal data (but not your medical notes). We will ensure that they are fully aware that they must treat that information as confidential, and we will ensure that they sign a non-disclosure agreement.

 

Your Rights Regarding AI Processing

You have the right to ask questions about how your information is processed by our AI-supported systems.

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These systems are used only to assist administrative and clinical documentation processes and are subject to human review and oversight. They are not used to make automated decisions regarding your healthcare, diagnosis or treatment.

If you have any concerns regarding the use of AI-assisted services at The Orchard Clinic, please contact the Data Controller using the details below.

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You have the right to see what personal data of yours we hold, and you can also ask us to correct any factual errors. Provided the legal minimum period has elapsed, you can also ask us to erase your records.

 

We want you to be absolutely confident that we are treating your personal data responsibly, and that we are doing everything we can to make sure that the only people who can access that data have a genuine need to do so.

 

Of course, if you feel that we are mishandling your personal data in some way, you have the right to complain. Complaints need to be sent to what is referred to in the jargon as the “Data Controller”. Here are the details you need for that:

 

Controller’s Name : Katie Greenwood

Email address: info@the-orchard-clinic.com

Phone number: 01234 949858

Controller’s address:: 9 North Road, Brampton, Huntingdon, PE28 4FN

 

If you are not satisfied with our response, then you have the right to raise the matter with the Information Commissioner’s Office.

 

Tel: 0303123 1113

Email www.ico.org.uk/global/contact-us/email/

Address: Wycliffe House, Water Lane, Wilmslow, SK9 5AF