The new General Data Protection Regulations are probably A Good Thing. They are designed to reduce the risk of your personal details getting out, and give you control over the data that companies hold about you. Unfortunately they are written with tiny Holistic Veterinary Care practices in mind. But here is information on what data we hold on our clients, and how we do (and don’t) use it. 

If you are current or past client and you are in any way concerned about data we hold, please email us on bearing in mind that we are unable to amend clinical notes.


Client data including name, address, email address, and telephone numbers is held on a GDPR compliant cloud based network. This is password protected and can only be accessed by Vicky Payne BVetMed MRCVS

Animal Details and clinical records are held on the same network. You have a right to request your pet’s clinical history but we retain ownership of the records. Records must be kept for a reasonable length of time in case of claim or complaint. We will consider removal of clinical records on request 5 years after the death of a pet. Records made prior to our use of the secure cloud based system will be removed 5 years after the death of a pet, or 5 years after the average age of death for that species (12 years for dogs, 15 years for cats).

Clients may contact us to make appointments or to discuss cases by email, telephone, text message, or through Messenger. We will reply using one of these methods. We do not use your postal address, email, phone number, or messenger accounts for any reason other than to discuss your pet’s health care or for reasons associated with visits. We do not give your contact details to anyone else.

As we offer referral services, we do need to share information relating to your pet’s healthcare with your primary care vet, and sometimes with other vets or paraprofessionals involved in the case. If you do not give this permission we will not be willing to treat your pet. We must also provide a full clinical history when requested to your insurance company when making a claim. We may also be asked to supply clinical history in criminal cases or where an insurance claim is made against your pet.

Your data is kept on a secure cloud based system on a password locked home computer with up to data virus and malware protection software. The office is locked and access restricted. Paper records (microchip forms, consent forms, printed referral histories) are also kept in this locked office. Some data (phone numbers) is kept on a mobile phone used for personal and business use. This is locked when not in use and protected by relevant anti-virus software. The cloud based records are occasionally accessed by this mobile phone, or by a similarly secured tablet. Basic contact details are written in a paper day book to allow visits to take place.

Payments are usually by cheque or cash. We do not store client bank account numbers or credit card numbers.

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