GDPR (Data Protection and Privacy)
Gender Healthcare: Data Protection & GDPR
Gender Healthcare is a professional support service for gender non-conforming individuals and their families. Gender Healthcare collects necessary data from clients to facilitate the support services and provide a safe advice and care service. The organisation only holds information for the purposes of processing the data needed for the provision of safe healthcare. This may include past, existing or present clients and suppliers.
As Gender Healthcare only processes personal data for core business purposes, it is exempt from registration with the Information Commissioner’s Office (ICO).

GDPR Privacy Notice
Our contact details:
Name: Gender Healthcare
E-mail: admin@genderhealthcare.co.uk

What type of information we have:
We currently collect and process the following information: name and contact details, name, date of birth, contact details, medical history, gender assigned at birth, gender identity, GP/ consultant details, details of an appropriate adult(s) for juveniles or persons with learning difficulties.

How we get the information and why we have it:
The personal information we process is provided to us directly by you to facilitate safe healthcare practice.
On some occasions, we also receive personal information indirectly, for example from medical organisation, including gender referral services.

Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing this information are:
a. Your consent. (You can remove your consent at any time. You can do this by contacting us using the details above.)
b. We have a contractual duty.
c. We have a legitimate interest.

Consent for Children & Young Persons
We will apply the following rules for juveniles:
• Children aged 12 years and under: consent of appropriate adult only.
• Children aged between 13 and 15 years old: consent of both the young person and appropriate adult.
• Young person aged 16 year and over: consent of young person only (no appropriate adult consent required).
We will review consent as the juvenile reaches each age bracket.

What we do with the information we have:
We use the information that you have given us to safely plan and deliver your care.
We will only share this information (in part or in full) if there is a legal duty to do so, or if we have your clear written or electronic consent.

How we store your information:
Your information is securely stored on a secure private server.
Unless you give written or electronic consent we keep your personal data for a maximum period of five years after the last contact with a client. We will then dispose of your information (or the parts for which you have not given consent) by erasing it from our servers (including the backup server).

Your data protection rights:
Under data protection law, you have rights including:
• Your right of access - You have the right to ask us for copies of your personal information.
• Your right to rectification - You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
• Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances.
• Your right to restriction of processing - You have the right to ask us to restrict the processing of your information in certain circumstances.
• Your right to object to processing - You have the right to object to the processing of your personal data in certain circumstances.
• Your right to data portability - You have the right to ask that we transfer the information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.
Please contact us using the details above if you wish to make a request.

How to complain:
You can also complain to the ICO if you are unhappy with how we have used your data. You can contact the ICO by writing to Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF or telephoning 0303 1231113.
GenderHealthCare: version 1.0 (June 2020)
Complaints Policy
Genderhealthcare exists to support the trans community to the best of our ability, and we aim to provide the best possible care to our clients. We take our professional registration and regulations very seriously and adhere to our professional Code of Practice. Any breaches of this Code will be dealt with internally.

This policy sets out our formal complaints process for clients.

Stage One: In the event that you are unhappy with any aspect of our services, we would ask that, in the first instance, you approach us the member of staff concerned to discuss these issues. It is our aim and strong belief that most complaints will be resolved at this stage.

Stage Two: In the event that a complaint or dispute is not resolved at stage one, the complaint will be escalated to another member of the team. I.e. with current staff, complaints concerning Sally will be passed to Sinead, and vice versa.

Stage Three: In the event that the complaint or dispute remains unresolved after step one and two, we will escalate the concern to an independent third party (agreed with the complainant) to mediate and seek resolution.

Stage Four: As health professionals, we are regulated by the Nursing & Midwifery Council (NMC). Should there be a serious area of concern that has not been resolved in steps one – three, you have the right to notify the NMC. We would ask that this right is only exercised in a case where no other resolution can be reached as, by its nature, trans healthcare is controversial, and complaints raised to the NMC could result in the closure of our services or removal of our registration to practice.
Cancellation Policy
Genderhealthcare exists to support the trans community to the best of our ability, and we aim to be as flexible as possible with our policies.

Cancellation of appointment: in the event that you need to cancel your appointment please notify us as soon as possible. We will refund any monies paid for services, minus any costs incurred for room hire. This will be calculated pro-rata depending on the number of clients booked in for the same clinic session.

Rescheduling of appointment: in the event that you need to reschedule your appointment we will happily do so, and transfer any monies paid for services to the new appointment date and time. Please notify us at the earliest opportunity if you need to reschedule. If we have incurred costs, these will be charged to you for the new appointment date.

Covid-19: in line with Government guidelines please notify us and reschedule your appointment in the event that you (or someone you live with) are suffering from any of the following symptoms:
A high temperature
A new continuous cough
A loss or change to your sense of smell or taste
Please also cancel or reschedule if you have been advised to quarantine after travel, due to contact with someone who has tested positive to Covid-19, or live in an area which has been placed in local lockdown.

If we need to cancel: in the very unlikely event that we need to cancel or reschedule your appointment we will contact you at the earliest opportunity to rearrange. There will be no costs passed on to you as the client in the event that we cancel or reschedule your appointment. In the event of long- term sickness or absence by a member of staff, you will be offered an appointment with another member of the team.

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