Your bespoke local opticians

CG Optical

Appointment Cancellation Policy

You are very important to us at CG Optical and we are always committed to providing all of our patients with exceptional care. When a patient cancels without giving enough notice, they prevent another patient from being seen.

Please call us at 01789 268828 on the day prior to your scheduled appointment to notify us of any changes or cancellations.

If prior notification is not given or the appointment is missed, a cancellation fee of £30 may be charged. We do of course understand that unavoidable issues come up and we will do our best to work with you.

Thank you for your understanding.

Privacy Policy

Who we are? 
CG Optical is a private independent Opticians operating from 57 Ely Street, Stratford-upon-Avon, Warwickshire CV37 6LN.  We are registered with the Information Commissioners Office as a Data Controller, registration number ZA460262. 

Your Privacy 
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. 

Your privacy matters to us and we are committed to the highest data privacy standards, patient confidentiality and adherence with the Data Protection Act 2018 and UK GDPR. We adopt the six core principles of data protection. 

Collection of your Personal Data 
Where you provide personal data to us, we will become responsible for it as the data controller. 

We will only collect data that is necessary for us to deliver the best possible service and ensure that you are reminded about appointments or information relevant to your ongoing care. 

We collect your personal information directly from you, for example, when you visit our practice, get in touch with us by telephone or email, use our booking system or when you visit our website. 

We may also collect it from other sources if it is legal to do so. This includes from the NHS or other healthcare providers, institutions or people you have authorised to provide information on your behalf (for example, parents or guardians), third-party service providers, government, tax or law-enforcement agencies, and others.

Main Categories and Type of Personal Data Collected and processed:

Processing Activity Personal Data Required/Held Retention Time Reason to hold Data
Optical service and products Name, date of birth, telephone numbers, address and email address.
Current and past health and medication information, family history, your examination results including images, and lifestyle information.
Data received from other healthcare professionals as part of your ongoing care.
10 years after last contact or until age 25, whichever is later. Contract - in order to provide the service or products you have requested.

Where health data is processed, we do so for the provision of healthcare.
Reminders Name, email address, address, telephone numbers. 10 years after last contact or until age 25, whichever is later or until asked to stop by you. Contract - In order to provide the ongoing service appointment reminders are sent.
Marketing Name, email address, address, telephone number. Until asked to stop by you or until consent withdrawn by you. Legitimate interests - we will provide information which we believe is of genuine interest to you.
Consent - you have given consent to receive information about products or services that are of interest to you.
Credit/Debit card payments Cardholder name, card number, security number. Banking details for direct debit mandates. Duration of the transaction. Contract - you have agreed to provide these details to pay for the service or products ordered.
CCTV footage Images. 7 Days. Legitimate interests - Prevention and detection of crime.
Protection of our colleagues and visitors.
Investigation of accidents, incidents, criminal activities and breaches of our policies.
Collection of online identifiers for analytical purposes (Cookies) Cookie information
IP address
Device ID
Session ID
Interaction history
Website feedback
See Cookie Policy
www.cgoptical.co.uk/privacy
Consent - Ensuring visitors get the best experience.

We treat all personal data as sensitive but acknowledge that we also process special category data including health data and children’s data. 

Sharing of Personal Data 
During the delivery of our service to you, we will share your data with other companies who are critical for the provision of our service to you and will be viewed as Data Processors. They are under contract with us and have provided sufficient guarantees that they will process your data only as per the terms of that contract and throughout processing activities will ensure your data is protected using appropriate technical and organisation measures. 

Our operations are based in the UK, and your personal information is generally processed within the UK and countries within the European Economic Area (EEA). In some instances, we may transfer your personal information to third countries, for example, where our suppliers or cloud service providers are situated outside the UK and EEA.  

If the recipient is situated in a third country that has not received an adequacy decision from the relevant regulator, we will ensure additional safeguards are in place including the use of applicable standard contractual clauses. 

A full list of processors is available from our Data Protection Officer. 

Where necessary we may disclose your information to health care professionals including the NHS. We may also pass information to external agencies and organisations, including the police, for the prevention and detection of fraud and criminal activity. 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. 

Securing and Processing of your Personal Data 
To provide and manage our services your electronic data is stored and processed by Optix Software Ltd within their UK facilities, certified to ISO27001, which has appropriate security processes in place. 

Your data is also stored within our own IT systems, which are secured to prevent access or intrusion by anyone who is not authorised to have access to your data. Our practice is operated to ensure that all records and equipment holding your personal data are physically protected.  

In the unlikely event that we lose your data, or a device on which your data resides, or it is accessed by someone unauthorised, we will inform you if the loss or unauthorised access of your data has potential to cause you harm. We may report this to the Information Commissioners Office, who are responsible for regulating data protection legislation in the UK. www.ico.org.uk  

Your rights in relation to personal data 
Under UK data protection law, you have following rights which you can exercise by emailing our Data Protection Officer on CGOpticalDPO@Clinicaldpo.com

Right Explanation
Right to be Informed This means that we have to be transparent in how we collect and use your personal data.
Right of Access You have the right to access your personal data.
Right to Rectification If the information we hold about you is inaccurate or incomplete you can request that we correct this.
Right to Erasure You can request that we delete or remove personal data in certain circumstances.
Right to Restrict Processing You have the right to request that we cease processing your data if
  • you consider it inaccurate or incomplete and/or
  • you object to the reason we're processing your data
We will review the validity of your request and respond to you with our decision.
Right to Data Portability Where you have consented to our processing your data or where the processing is necessary for us to deliver a contract you can request a copy of the data provided to a third party.
Right to Object You have the right to object to our processing in certain circumstances. For example, you can object to:
  • direct marketing and
  • processing for the purposes of scientific/historical and statistics
Rights relating to Automated Decision-Making including Profiling We do not use automated decision-making or profiling. Where automated decision-making is applied, organisations must
  • give you information about the processing
  • introduce simple ways for you to request human intervention or challenge a decision
  • carry out regular checks to make sure that our systems are working as intended

If you are unhappy with anything we have done with your data, you have the right to complain to the Information Commissioners Office. To make a complaint to the Information Commissioners Office use the link below or call their hotline on Tel No.: 0303 123 1113.

www.ico.org.uk/concerns

Use of cookies and other technologies 

What are cookies? 
We may place small text files called ‘cookies’ on your device when you visit our website. These files do not contain personal data, but they do contain a personal identifier allowing us to associate your personal data with a certain device. Cookies are NOT viruses, any kind of malware, programs or applications. Cookies cannot see the files on your device.   

Why do we use cookies? 
Cookies serve several useful purposes for you, including: 
  • Tailoring our website’s functionality to you personally by letting us remember your preferences, location or device type 
  • Improving how our website performs
  • Improving your experience and allowing our website to recognise you when you return
  • Allowing us to customise our website to your interests
  • Understanding who our audience is so that we can provide content most relevant to you
  • Allowing third parties to provide services to our website
  • Helping us deliver interest-based advertising where appropriate in compliance with the applicable laws
Types of cookies that we use 
We use different types of cookies on our website. Some of these cookies are placed by us, while others are placed by our third-party plug-ins, suppliers or advertisers. These cookies may be deleted from your device at different times, such as at the end of your browsing session (when you leave the website) or after a pre-set amount of time, or they may persist on your device until you delete them. We use the following types of cookies on our website:   

Essential cookies – these are cookies that allow our website to perform its essential functions. Without these cookies, some parts of our websites would stop working. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.   
  
Non-essential cookies – with your consent non-essential cookies are set when you visit our website. They serve to optimize the user experience, provide us with insights about how users use our website, or are used for marketing purposes.   

To the extent personal data is processed via these cookies, the respective legal basis is your consent in accordance with      Article 6(1)(a) GDPR. You may withdraw your consent at any time with future effect by adjusting your cookie settings.     

How to contact us? 
For all data protection matters or questions relating to how we manage your data, you can contact our Data Protection Officer via these means: 

Data Protection Officer: Clinical DPO 
Phone Number: 0203 411 2848 
Email: CGOpticalDPO@Clinicaldpo.com

National Data Opt Out Statement 
CG Optical is one of many organisations working in the health and care system to improve care for patients and the public.  

Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care services, important information about you is collected in a patient record for that service. Collecting this information helps to ensure you get the best possible care and treatment. 

The information collected about you when you use these services can also be used and provided to other organisations for purposes beyond your individual care, for instance, to help with: 
  • improving the quality and standards of care provided
  • research into the development of new treatments
  • preventing illness and diseases
  • monitoring safety
  • planning services 
This may only take place when there is a clear legal basis to use this information. All these uses help to provide better health and care for you, your family and future generations. Confidential patient information about your health and care is only used like this where allowed by law.  

Most of the time, anonymised data is used for research and planning so that you cannot be identified in which case your confidential patient information isn’t needed. 

You have a choice about whether you want your confidential patient information to be used in this way. If you are happy with this use of information you do not need to do anything. If you do choose to opt-out your confidential patient information will still be used to support your individual care. 

To find out more or to register your choice to opt-out, please visit www.nhs.uk/your-nhs-data-matters. On this web page you will: 
  • See what is meant by confidential patient information
  • Find examples of when confidential patient information is used for individual care and examples of when it is used for purposes beyond individual care
  • Find out more about the benefits of sharing data
  • Understand more about who uses the data
  • Find out how your data is protected
  • Be able to access the system to view, set or change your opt-out setting
  • Find the contact telephone number if you want to know any more or to set/change your opt-out by phone 
  • See the situations where the opt-out will not apply
You can also find out more about how patient information is used at: 
www.hra.nhs.uk/information-about-patients/ (which covers health and care research)
www.understandingpatientdata.org.uk/what-you-need-know (which covers how and why patient information is used, the safeguards and how decisions are made) 

You can change your mind about your choice at any time. 

Data being used or shared for purposes beyond individual care does not include your data being shared with insurance companies or used for marketing purposes and data would only be used in this way with your specific agreement. 

Health and care organisations have until September 2021 to put systems and processes in place so they can be compliant with the national data opt-out and apply your choice to any confidential patient information they use or share for purposes beyond your individual care. Our organisation is compliant with the national data opt-out policy.

HANNAH LEES - APRIL 2024
"The whole team were fantastic, very thorough, professional and friendly."

The whole team were fantastic, very thorough, professional and friendly. I had put off getting new glasses for far too long as I always feel overwhelmed by the choice. Claire was so helpful and patient, she spent a long time helping me choose different styles to try and giving me advice on what suited me best. At no point did I feel rushed or under pressure to purchase and I’m so happy with my new glasses. I would absolutely recommend CG Optical.
CAROLYN QUICK - APRIL 2024
"Amazing service as always!"

Everyone was so helpful today when I went in with my broken glasses. My frames had to be sent away for repair. Fortunately they had the same frame in a different colour, put my lenses in those and I can borrow them till mine come back. Amazing service as always!
FIONA - MARCH 2024
"....the dry eye treatment has been great".

Recently went to CG for eye test and to choose some new glasses. Warm and friendly welcome from Claire, Jo and Becky. Good choice of frames and the dry eye treatment has been great.

CG Optical
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OPENING TIMES
Monday to Friday 9am - 5pm
Saturday 9am - 1pm
Sunday Closed

CG Optical Ltd, 57 Ely Street, Stratford-upon-Avon, Warwickshire CV37 6LN

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