Privacy Policy

We are dedicated to protecting your privacy and handling your personal information responsibly.

This Privacy Policy outlines how any personal data we collect from you, or that you provide to us, is used, stored, disclosed, andprocessed. Please read this carefully to understand our practices regarding your personal data, how we will handle it, and your rights in relation to that data. By providing your personal data to us or by using our services, website, or other digital platforms, you accept the practices described in this policy.

When we refer to "we," "us," and"our," we mean Hillswood Recovery Pod, a subsidiary of VascularSimulation Solutions (VSS) Ltd. We are registered in England and Wales under company number 10328348.

**Your Personal Data**

When we talk about personal data in this policy, we meaninformation that can identify you as an individual. We may hold and use yourdata as a customer, employee, patient, or other capacity. This may includesensitive personal data, such as health information, depending on the servicesyou receive from us.

**When Do We Collect Personal Data?**

We may collect personal data about you if you:
- Register as a patient or customer with us or book our services
- Are referred by a clinician, the NHS, or another organization for consultation, therapy, or other treatment
- Visit our website or contact us through it
- Apply for a job with us
- Enquire about our services
- Use or request our online services
- Fill in a form or survey
- Participate in a promotion, competition, or marketing activity
- Make online payments
- Communicate with us by email, phone, or social media
- Participate in interactive features on our website

Please note that calls to Hillswood Recovery Pod may be monitored or recorded for training and service improvement purposes.

**Why Do We Collect Your Personal Data?**

We collect your personal data to:
- Fulfill our obligations related to the services we provide, including billing, accounting, and fraud screening
- Process job applications, employment screening, and contract formalization
- Provide information, products, or services you request
- Allow you to participate in interactive features of our services
- Inform you about changes to our products or services
- Respond to requests where we have a legal obligation
- Ensure accuracy of information and quality of care, including auditing medical records for insurance claims
- Support clinical staff and evaluate the quality of care provided
- Ensure our website content is presented effectively

**Lawful Basis**

We process your information under data protection laws basedon at least one of the following lawful bases:
- Performance of a contract
- Legal obligation
- Protection of vital interests
- Legitimate interest
- Consent

**Security and Storage of Your Personal Data**

Your personal data will be kept secure and used only for the purpose it was collected. Sensitive health data will only be disclosed to those involved in your treatment or in line with data protection laws and professional guidelines. We implement robust technical and organizational measures to protect against unauthorized access and to prevent data loss or damage.

**Transfers of Personal Data Outside the EEA**

Your personal data may be transferred and stored outside theEEA. In such cases, we will ensure adequate protections are in place. By providing your personal data, you consent to this transfer.

**Disclosure of Your Personal Data**

We may share your personal data with third-party organizations for service delivery, such as:
- Business partners and suppliers involved in service provision
- IT support and hosting providers
- Debt collection services
- Delivery companies
- Marketing service providers

We may also disclose data if we sell or buy assets, or if required by law.

**Health Information and Treatment Records**

Sensitive personal data, including health information, maybe disclosed to third parties in accordance with this Privacy Policy. This includes sharing with healthcare providers involved in your care, the NHS ifreferred, and regulators as required.

**Your Rights**

You have the right to:
- Access your personal data
- Correct or remove inaccurate information
- Request erasure of certain data
- Restrict processing of your information
- Object to processing based on legitimate interests
- Request data portability
- Withdraw consent
- Challenge automated decisions

To exercise your rights, please contact us atinfo@hillswoodrecoverypod.co.uk or write to our Data Protection Officer.

**Contact Information**
Mr. Jibawi
Hillswood Recovery Pod
Hillswood Business Park,
3000 Hillswood Dr,
Lyne,
Chertsey KT16 0RS

**Complaints**

If you are unsatisfied with our response, you may contact the Information Commissioner’s Office at 0303 123 1113 or visit[ico.org.uk](http://www.ico.org.uk).

**Changes to Our Privacy Policy**

We review our Privacy Policy regularly and may update it from time to time. We encourage you to review this policy periodically.

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Hillswood Recovery Pod Complaint Policy
At Hillswood Recovery Pod, we strive to provide the highest quality care and service. We take all complaints seriously and view them as an opportunity to improve our services. This policy outlines the process for addressing any concerns or complaints you may have about your experience with us.

How to Make a Complaint
If you have a concern or complaint, please let us know as soon as possible. This will allow us to address the issue promptly and make any necessary improvements. You can raise a complaint by contacting us through one of the following methods:

• Email: Send your complaint to info@hillswoodrecoverypod.co.uk, and include as much detail as possible about your experience.
• Post: Write to us at the following address:

Mr. Jibawi
Hillswood Recovery Pod
Hillswood Business Park,
3000 Hillswood Dr,
Lyne,
Chertsey KT16 0RS

Please include your contact information, details of yourconcern, and any relevant information that will help us investigate the matter.
Complaint Handling Process

1. Acknowledgment: We will acknowledge receipt of your complaint within five working days. This may be via email, phone, or letter, depending on the contact information you have provided.
2. Investigation: Our team will thoroughly investigate your complaint. This may involve reviewing your treatment records, consulting with staff involved in your care, and gathering additional information as needed.
3. Response: After a comprehensive investigation, we will provide a response, typically within 20 working days. We will inform you if more time is required to complete the investigation.
4. Resolution: Our goal is to resolve complaints to your satisfaction. If you are satisfied with our response, we will close the complaint. If you remain dissatisfied, please let us know, and we will explore further options to address your concerns.

Escalating a Complaint
If you feel your complaint has not been resolved to your satisfaction, you may escalate it. We will provide details on the next steps and may involve a senior manager or external body if necessary.
Learning from Complaints
We use the feedback from complaints to improve our services and patient experience continually. We review complaints regularly to identify trends, training needs, and service improvements.
Confidentiality
All complaints are handled with the utmost confidentiality.Information about your complaint will only be shared with those directly involved in investigating and resolving it.
Contact Information
To make a complaint or request further information, please contact:
Mr. Jibawi
Hillswood Recovery Pod
Hillswood Business Park,
3000 Hillswood Dr,
Lyne,
Chertsey KT16 0RS

Email: info@hillswoodrecoverypod.co.uk
External Review
If you remain dissatisfied after our internal complaint process, you may have the option to contact an external body for further review, such as the Care Quality Commission or the relevant healthcare regulatory body.
Policy Review
This Complaint Policy is reviewed regularly to ensure it remains up-to-date and effective. We encourage you to review it periodically for any updates