Privacy policy

International Andrology (“we”, “us”, “our”) is committed to protecting and respecting your privacy. This policy explains what personal information we collect when you use moreconfidence.co.uk, book with us, contact us or come to our clinic, how we use it, and your rights. Please read it carefully.

Who we are

International Andrology Limited is registered in England and Wales (company number 09491208), with its registered office at 78 Seymour Place, London W1H 2EH. Our clinic is on the first floor, 22 Upper Wimpole Street, London W1G 6NB.

We are the data controller for the personal information described in this policy. We comply with UK data protection law (the UK GDPR and the Data Protection Act 2018) and with clinical confidentiality guidance.

Questions about this policy or your information go to our Data Protection Officer: write to Data Protection Officer, International Andrology, First Floor, 22 Upper Wimpole Street, London W1G 6NB, or email [email protected].

What we collect

When you book online

• Your name, email address and mobile number.
• The appointment you choose: type, date and time.
• Your answers to the short questions before booking (what you'd like to improve, what matters most to you, any previous treatment and when you'd like treatment). These answers are health information, so we treat them with extra care.
• Payment details. You pay through Stripe, our payment provider. We see that a payment was made, but we never see or store your full card number.

If you start booking but don't finish

When you tick the box and continue to payment, we save your name, email, mobile number, your answers and the time you chose, even if you don't complete the payment. Our team uses this only to contact you about that appointment and help you finish booking if you'd like to.

When you call, email or message us

We keep a record of your enquiry and what you tell us, which may include health information. In the interests of training and continually improving our services, calls to International Andrology and its agents may be monitored or recorded. Private calls to and from patients in our clinics are not recorded.

When you are our patient

We keep medical records of your consultations, examinations, tests and treatment, as every healthcare provider must.

When you visit this website

• Website analytics: which pages are visited and how people move through booking. See our cookie policy.
• Ads measurement: if you arrive from a Google ad, we keep the ad's click reference with your booking so we can tell which ads bring patients. Google receives ad cookies only if you allow them.
• Security: to stop spam and abuse of our booking form, we briefly keep a scrambled (hashed) version of your IP address.

How we use your information, and why we're allowed to

• To book and provide your consultation and care. This is needed to provide the service you ask for (or to take the steps you ask for before it). We use health information because it's needed to provide your health care, under the duty of confidentiality that applies to all our clinicians.
• To contact you about an appointment you started booking. You agree to this when you tick the box on the booking form. It's also in our legitimate interest to help you complete a booking you started.
• To take payments, keep accounts and keep medical records. We have legal obligations to do these things.
• To improve our website and services. We count visits and booking steps, which is in our legitimate interest. You can switch this off at any time (see the cookie policy).
• To measure our advertising. Google ad cookies are used only if you allow them.
• To send you information about our services. Only if you've agreed to it. You can stop at any time by emailing [email protected].
• Clinical audit and outcomes. We check that patients get the best possible outcomes from their treatment and care. Anything we publish from this work is anonymised and statistical, and never identifies you.
• To prevent fraud and meet legal requirements. We may share information to prevent fraud, assist police investigations or comply with the law.

Who we share it with

Your information is only accessed by those who need it to look after you or run our services. We never sell your information.

We use trusted service providers who process information for us, under contracts that keep it confidential and secure:

• Cliniko: our patient records and appointment system. Our account is hosted in Australia.
• Stripe: online payments.
• Streak: our system for managing enquiries, which runs on Google Workspace.
• Google: email, Google Analytics and Google Ads.
• Cloudflare: website hosting and security.
• IT support, secure storage and confidential destruction of records.

Where it's relevant to your care, and with your agreement, we may share information with other people involved in your treatment, such as your GP or anyone paying for your treatment. We may share information with regulators, such as the Care Quality Commission, for clinical audit and inspection, and where the law requires it.

Information stored outside the UK

Some of our service providers store or access information outside the UK, including in Australia and the United States. When they do, we use the protections UK law requires, such as UK adequacy regulations or the UK's approved data transfer agreements.

How long we keep it

We keep personal information only for as long as reasonably necessary for the purpose we collected it for. Medical records are kept for as long as the law and professional guidance require. When we no longer need information, we delete it or make it anonymous.

Keeping it secure

We use appropriate technical and organisational measures to protect your information from unauthorised access, loss, damage and destruction. Our website uses encrypted connections, and access to patient information is limited to the people who need it. No internet transmission is completely secure, so please avoid emailing detailed medical information. Once we receive your information, we use strict procedures to protect it.

Your rights

You have the right to:

• ask for a copy of the information we hold about you, including your medical records, free of charge;
• ask us to correct information that is wrong or incomplete;
• ask us to delete your information, or to restrict how we use it, where the law allows (we can't delete medical records we must keep);
• object to us using your information based on our legitimate interests, including for marketing;
• receive information you gave us in a portable format;
• withdraw your agreement at any time, where we rely on it.

To use any of these rights, contact our Data Protection Officer using the details above. We will reply within one month.

If you're unhappy with how we've handled your information, please tell us first. You can also complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.

Other websites

This website may link to other websites that we don't control and that aren't covered by this policy. Please read their privacy policies.

Changes to this policy

We keep this policy under regular review and may update it. The date at the top shows when it last changed.