BeHeard by MED-EL

BeHeard by MED-EL Privacy Notice

BeHeard by MED-EL is a counselling service designed to support those on their journey to hearing. In practice, this involves supporting anyone age 14 and upwards who may be experiencing any emotional concerns or struggles before, during and after the provision of their hearing solution. 


This privacy notice tells you what to expect us to do with your personal information.



Contact detailsTelephone: 0330 123 5601Email: privacy.uk@medel.com

 

What information we collect, use, and why


We collect or use the following information to provide services and goods, including delivery:

  • Names and contact details so we can maintain contact with services users. This information is also used to communicate with the necessary organisations in the event of an emergency or safeguarding issue.
  • Addresses so we can maintain contact, but to also confirm identity should this be required.
  • Date of birth so that we can ensure that all service users are fourteen (14) and over.
  • Website user information (including user journeys and cookie tracking)
  • Call recordings – due to the confidential nature of counselling, we will not be recording sessions.
  • Records of meetings and decisions - records of sessions will be kept, but all individuals will be anonymized to ensure confidentiality. Records are also kept to remain compliant with our medical malpractice insurance.


We also collect or use the following sensitive personal information to provide services and goods, including delivery:


  • Health (medical) information that relates to hearing loss. This includes information relating to the provider of their care (this could an NHS Hospital or a private health service) so we provide local counselling support.
  • Medical history to identify possible other areas of support for service users.


Lawful bases and data protection rights


Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:


  • Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.

  

 

 

 

 

 

 

If you make a request, we must respond to you without undue delay and in any event within one month.


To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data


Our lawful bases for collecting or using personal information to provide services and goods are:


  • Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Where we get personal information from

  • Directly from you


How long we keep information


Data will be deleted six months after the completion of counselling, except when they go on to obtain a MED-EL hearing implant.

For those who go on become MED-EL users, data will be retain indefinitely. The reason for this is the provision of counselling is a life-long benefit to MED-EL hearing implant users, and the retention of the data means that they do not need to re-apply every time they wish to check in with a period of counselling,


Who we share information with


Others we share personal information with:


  • Organisations we need to share information with for safeguarding reasons
  • External auditors or inspectors
  • Emergency services


Our sub processors


One.com is the provider of our website, to which the following subprocessors are linked into, for us to complete our processes.

 

Quill is a sub processor that helps us to collect data. For the BeHeard by MED-EL service, we use five forms: the checklist; the counselling application form; the therapeutic contract; a contact us form; and an urgent support form.


Mailjet is a sub processor which automate the earlier stages of the counselling process e.g., the emails that are sent to clients when they complete the checklist, the application form and when they sign the contract.


Ultimate Member is the registration system, which means that only service users can submit their data with confidence.

Amelia is the system that lets service users book themselves onto a group cohort, and this will provide them with recurring meeting notifications.

 

How to complain


If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.


If you remain unhappy with how we have used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:           


Information Commissioner’s Office

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint



Last updated

20 February 2025

© 2025 BeHeard by MED-EL Service is supported by MED-EL.

BeHeard by MED-EL Privacy Policy