Freedom of Information

Carpenters Optometrists Limited (Carpenters Optometrists and Lovat Short Optometrists) provide this guide as required by the Freedom of Information Act 2000.

This is a complete guide to the information routinely made available to the public by Carpenters Optometrists. It is a description of the information about our NHS services that we make publicly available. It will be reviewed at regular intervals.

How much does it cost?

The publications are free unless otherwise indicated.

How is the information made available?

The information within each group is available in hard copy from: Carpenters Optometrists Ltd., 2 The Street, Radstock, BA3 3PL

The Freedom of Information Act 2000 is designed to promote openness and accountability amongst all organisations that receive public money.

Like all NHS contractors, since 1 January 2005 there has been a FOI obligation on opticians’ and optometrists’ practices to respond to requests about the NHS related information that it holds, and a right of access to that information has been established in law.

These rights are subject to some exemptions that have to be taken into consideration before releasing information.

In addition to accessing the information identified in this guide, you are entitled to request information about our NHS services under the NHS Openness Code 1995.

Under the General Data Protection Regulations, you are also entitled to access your clinical records or any other personal information held about you and you can contact any practice where your records are held to do this.

Feedback

If you have any comments about the operation of the Publication Scheme, or how we have dealt with your request for information from the scheme, please email us on info@carpenters-optometrists.co.uk

All NHS information at Carpenters Optometrists is held, retained and destroyed within NHS guidelines. Our commitment to publish information excludes any information that can be legitimately withheld under the exemptions set out in the NHS Openness Code or Freedom of Information Act 2000. From 2005, individual groups are subject to exemptions, the main reasons being the protection of commercial interests and personal information under the Data Protection Act 1998. This guide has been written in accordance with those exemptions. The information on this Scheme is grouped into the following categories:

Who we are

Carpenters Optometrists Limited is the operating company for 2 optical retail stores in the United Kingdom. We are an independant company. A list of branches including contact phone numbers can be found on our website www.carpenters-optometrists.co.uk/contact-us/. Details of the opticians and optometrists employed in our stores can be obtained by contacting that branch directly. Alternatively, details of all opticians and optometrists registered in the UK are available from the General Optical Council Tel.: 0207 580 3898. Our company Registration number is 06277967.

Our services

Carpenters Optometrists and Lovat Short Optometrists provide free NHS eye tests for those who are eligible. You may also be entitled to vouchers that can be used against the purchase of glasses or contact lenses if you require them. Appointments for eye tests can be booked over the phone, by dropping into your local branch, or on our website www.carpenters-optometrists.co.uk/book-an-eye-test/. Opening times can vary between locations, so please call to confirm.

Financial and funding information

For every eye test performed on behalf of the NHS the opticians practice receives a set fee. This includes a contribution towards optometrists and staff salaries, equipment costs and other business overheads. If you are not eligible for the NHS eye test, please contact your local store for details of our current charges and offers. Further information about Carpenters Optometrists Ltd (rather than about the opticians in its employ) can be obtained from Companies House (www.companieshouse.gov.uk) There will be a fee payable for the production of such information by Companies House which will be advised at the time of enquiry. Such information falls outside the publication scheme, as it is not, in itself, public authority information.

Regular publications and information for the public

Information about eye tests, glasses, contact lenses and optical and ocular conditions can be found on our website, www.carpenters-optometrists.co.uk

In the unlikely event that you have a complaint about any of our products or services, please discuss any problems with the manager at the branch concerned.

Data Protection and Your Privacy

Carpenters Optometrists Ltd. trades under the names of Carpenters Optometrists and Lovat Short Optometrists.  At Carpenters Optometrists we are committed to the highest privacy standards.  However you choose to interact with us, we will only collect data that is necessary for us to deliver the best possible service and to ensure you are reminded about appointments or anything else relevant to your ongoing care.  This policy provides detailed information on when and why we collect your personal information, how we use it and the very limited conditions under which we may disclose it to others.

What information do we collect about you?

We collect information about you when you register with us, place an order for products or services or ask our professional advice.  We collect information during the course of your eye care appointments, when you consult us about your options for vision correction or when making purchases from us.  We also collect information when you voluntarily complete customer surveys, provide feedback, participate in competitions or contact us via our website, email or social media.

This information may include your name and contact details; clinical details such as the state of health of your eyes and information on your visual function; information about your health, history and lifestyle; your spectacle and/or contact lens prescription; details of measurements and discussions relevant to correcting your vision.  We also store associated information we receive from other health care professionals or other third parties, as part of your ongoing care.

We may also collect information such as your National Insurance number, proof of identification or entitlement to GOS funded eye examinations, and bank account details.

How will we use the information we hold about you?

We collect information about you to ensure we can provide a thorough and fully informed eye care service to you; to make sure we make the right recommendations and referrals and to allow us to monitor your eye health and vision on an ongoing basis.  We also use your information to process your orders, manage your account, keep you informed of when your next visit is due and of which products and services are appropriate for your needs.  We use your contact information to respond to queries from you.  We also use the information you provide to claim General Ophthalmic Services payments from the NHS on your behalf, and where appropriate your bank details to collect Direct Debit payments as agreed.

We may occasionally contact you to ask for your feedback on services we have provided and to offer the opportunity to trial new products.

How will we store, process and retain your information?

Our patient records are stored, processed and retained electronically using the Optix practice management software system, entirely within the UK in facilities that are certified to ISO27001.

Any paper records we keep are stored securely and are destroyed once the information has been saved electronically or is no longer required.

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How and when may we share your personal information?

Where necessary we may disclose your information to health care professionals including the NHS, and we may need to share some of your information with our suppliers in order to process orders.  We may also pass information to external agencies and organisations, including the police, for the prevention and detection of fraud and criminal activity or for the protection of yourself or the general public.  Should any claim be made, we may pass your personal information to our insurers and if our business is wholly or partially transferred to a third party, your personal information may be one of the transferred assets.

From time to time we may require support and training from technical departments and representatives, which requires access to patient records.  This is so we can continue to provide you with services such as Optix, OCT and visual fields.  Our technical support providers do not access or use client data for any other purpose and this is an essential service which we believe carries minimal risk to your personal data.

Carpenters Optometrists Ltd. will not share your information for marketing purposes with external companies.

Within the practice we may use the information to analyse trends, or to audit our performance. This enables us to monitor and improve the quality of care that we offer you.  Wherever possible (i.e. if we do not need to know who an individual patient is) we will only analyse trends from anonymised information.

How long will my information be kept?

We retain your information for as long as reasonably necessary to provide our products and services and to maintain records to satisfy tax and other legal requirements.  In line with the College of Optometrists’ current recommendations for best practice, this may mean we retain your records for up to 10 years or, in the case of children under 18, until their 25th birthday.

Access to your information, correcting your information and your rights

You have the right to request a copy of the information that we hold about you.  If you would like a copy of some or all of your personal information, please contact us using the details below.

We want to make sure that your personal information is accurate and up to date.  You may ask us to correct or remove information you think is inaccurate and we will do so promptly.

In certain circumstances you can request that we erase your data, which we will do where this would not prevent us from meeting our legal and regulatory obligations.

Updating your communication preferences

You may ask that we do not send you communications using any of the contact details we hold on our records; this may include your email, SMS, telephone and postal information.  You may also request that we restrict our communications to clinically necessary messages.  Your personal preferences can be changed at any time by using the link at the end of every email and SMS message we send or by using our contact details below.

Changes to our privacy policy

We reserve our right to make any changes and updates to this privacy policy without giving you notice as and when we need to.  Our most up to date privacy policy is always available on our website.  This privacy policy was last updated in April 2018.

How to contact us

Please contact us if you have any questions about our privacy policy or information we hold about you.  You can reach us by email info@carpenters-optometrists.co.uk or by post: Carpenters Optometrists Ltd., 2 The Street, Radstock, BA3 3PL.

Further information and advice

For independent advice please contact the Information Commissioner’s Office.  Contact details and further information can be found on their website https://ico.org.uk

How to complain

If you have a concern about our information rights practices, please contact the Information Commissioner’s Office.  Further information can be found on their website https://ico.org.uk/concerns/

Cookies and Other Websites

Cookies are tiny digital identifiers that are used to make your web browsing experience better. Almost every website on the internet uses cookies. For this reason default settings on most internet browsers allow cookies to be set on your computer.

We use cookies to gather completely anonymous data about user statistics (ie. the number of visitors to our site, which pages are most popular etc.) via Google Analytics. Although we don’t use cookies for anything other than completely anonymous statistical purpose and to improve your user experience we do understand that some people are uncomfortable with idea of allowing the use of cookies.

The Help menu on the menu bar of most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie and how to disable cookies altogether. If it is not clear how your browser allows you to control cookies you should visit the manufacturers website.

Our website contains links to other websites.  This privacy policy only applies to this website so when you link to other websites you should read their own privacy policies.