Privacy Policy

Please note that Dr Natalie Lim is a sole trader, and is using the trading name JoyHope Psychology. As such, both Dr Natalie Lim and JoyHope Psychology may be used interchangeably to refer to the same entity.

What is personal data

Personal data means any information relating to an identified or identifiable natural person, such as for instance your contact information, your browsing history or your clinical data.

General principles for personal data processing by JoyHope Psychology

We adhere to the following principles when processing your personal data:

  • We will only collect personal data for specified, explicit and legitimate purposes.

  • We will not collect personal data beyond what is necessary to accomplish those purposes.

  • We will not use personal data for purposes other than that for which the data was collected, except as stated herein, or with prior consent.

  • We will not transfer personal data to third parties, except as stated herein, or with prior consent.

  • We will do our best to ensure that information is up to date by encouraging you to verify your personal data periodically.

  • We will maintain appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction or accidental loss, alteration, unauthorized disclosure or access and against all other unlawful forms of processing.

  • Except when stated herein, we will not store personal data longer than is necessary to accomplish the purpose for which the data were collected or for which they are further processed, or as is required by law.

Personal data we collect and process

We may collect and process the following data about you:

  • Data you give us. You may give us information about you by filling in forms on our site www.joyhopepsychology.com or through the questionnaires we ask you to complete, or by corresponding with us by phone, email or otherwise. This includes information you provide when you register to use our site, request or receive psychiatric consultation and psychological therapy through our site, complete a survey or report a problem with our site. The information you give us may include your name, address, email address and phone number, financial and credit card information, personal description and medical history.

  • Data we collect about you. With regard to each of your visits to our site we may automatically collect the following data:

    • Technical data, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform.

    • Your behaviour information collected via use of cookies and similar technologies like pixels, tags and other identifiers in order to remember your preferences, to understand how our website and app(s) are used and to customize our marketing offerings; data about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); pages you viewed or searches you carried out; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.

  • Data we receive from other sources. We may receive data about you from third parties we work closely with (including, without limitation, medical practitioners, business partners, sub-contractors in technical, payment and delivery services, analytics providers, search information providers).

How we use your data

Data you give to us. We will use this data:

  • To carry out our obligations arising from any contracts entered into between you and us relating to psychological consultations and therapy, and to provide you with the information and services that you request from us.

  • To provide you with information about other services we offer that are similar to those that you have already received or enquired about.

  • To notify you about changes to our services.

  • To ensure that content from our site is presented in the most effective manner for you and for your computer.

  • We may also use your data from the questionnaires you complete for audit and service evaluation purposes. The data used will be anonymised and no identifiable information will be shared with anyone outside of the clinic. This information will be analysed at a group level meaning the data from clients will be combined making it impossible to identify an individual from the data. It will be used to identify general trends of statistics about how the clinic is delivering on successful outcomes. This helps us achieve a good standard of care and highlights areas for improvement.

Data we collect about you. We will use this data:

  • To administer our site and for internal operations including troubleshooting, data analysis, testing, research, statistical and survey purposes.

  • To improve our site to ensure that content is presented in the most effective manner for you and for your computer.

  • To allow you to participate in interactive features of our service, when you choose to do so.

  • As part of our efforts to keep our site safe and secure

  • To measure or understand the effectiveness of marketing we serve to you and others, and to deliver relevant marketing to you.

  • To make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them

Data we receive from other sources. We may combine this data with data you give to us and data we collect about you. We may use this data and the combined data for the purposes set out above.

How we store your personal data

JoyHope Psychology securely stores your data within our Google Business cloud service. Google is GDPR-compliant, and their privacy policy can be found here: https://policies.google.com/privacy. For more information, you may also wish to read https://cloud.google.com/privacy/gdpr.

We keep your information for no longer than necessary for the purposes for which it is collected. The length of time for which we retain information depends on the purposes for which we collected and use it.

Personal data related to our services is kept and processed for a period of five (5) years from the last date of service, unless such data is legitimately processed for other purposes, such as providing you with personal benefits or customized direct marketing upon your consent or for pursuing our legal claims, where maintaining such information is considered necessary.

Relevant personal information will be deleted after expiry of the above-mentioned periods, unless such data legitimately can be kept and processed for other processing purposes which we have legal basis for.

 

Your Rights

Access to your personal data and data portability

You have the right to access the personal data concerning you which you have provided to JoyHope Psychology in a structured, commonly used and machine-readable format and have the right to transmit those data to any third party you should choose to.

Updating and/or deleting your personal data

We encourage you to update your personal data provided to JoyHope Psychology any time there are changes in your personal data. 
Your personal data can be deleted from our cloud service unless we are entitled or obliged by applicable law and regulations to keep and process such information regardless of withdrawal of your consent. 
Following your request for deletion of your personal data, these will be deleted from our servers without undue delay; please note it may take a period of up to two (2) months to ensure complete deletion of any information stored in our back-up.
You may also contact JoyHope Psychology to review, update or delete personal data stored about you. For relevant contact details please see section 18 below. Please note that prior to accessing and requesting changes to your data, we will need to verify your identity properly.

Right to withdraw your consent

Some of JoyHope Psychology’s processing activities may be based on your consent. In these situations you will have the right to withdraw your consent at any time. Withdrawal of your consent will not affect the lawfulness of processing conducted prior to the withdrawal.

If you withdraw your consent, JoyHope Psychology and third parties involved in personal data processing will cease to process your personal data, unless and to the extent the continued processing or storage is permitted or required according to the applicable personal data legislation or other applicable laws and regulations. Please note that as a consequence of your withdrawal of your consent, JoyHope Psychology may not be able to meet your requests or provide you with our services.

Right to restriction of processing and right to object

You have the right to restrict processing of your personal data if the personal data is not correct, or if the processing is unlawful, in the event that you oppose erasure of your personal data, if JoyHope Psychology no longer needs your personal data for the purposes of processing but storing such data is requested by you for the establishment, exercise or defence of legal claims, or if you have objected to processing and verification and a decision about whether JoyHope Psychology still has legitimate interest in the given personal data is pending.

At any time you have the right to object to processing of your personal data that has been collected and processed for the purposes of legitimate interests pursued by JoyHope Psychology, for instance when we provide you with relevant therapy materials, make your future bookings easier by remembering your details, or when we conduct analytics and statistics on your use of our services.

Right to complain

If you want to complain about a privacy breach, please contact Dr Natalie Lim by sending an e-mail to drnatalielim@gmail.com.

We will acknowledge receipt of your complaint within five (5) business days. We will do our best to resolve it as quickly as possible and within one (1) month from the date of complaint. In case a response would require longer than one (1) month, we will let you know and inform you of the relevant reason(s).

If you are not satisfied with the outcome of your complaint or with our handling of your complaint by Dr Natalie Lim at JoyHope Psychology, you may refer your complaint to the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. You can also reach them through their helpline number 030 123 1113, or their website https://www.ico.org.uk/make-a-complaint.