Privacy Policy

Wellbeing Eye Centre (“Wellbeing Eye Centre”, “we”, “our” or “us”) respects your privacy and is committed to protecting the personal and health-related information entrusted to us. This Privacy Policy explains how we collect, use, store, disclose and protect personal information when you visit our website, contact us, request an appointment, communicate with us by telephone or WhatsApp, or receive services from Wellbeing Eye Centre. This policy is intended to support compliance with applicable laws in Zambia, including the Data Protection Act No. 3 of 2021.

1. Who We Are

Business: Wellbeing Eye Centre

Address: Plot No. 4134, Luboto Road, Rhodes Park, Opp. Sanlam House, Lusaka, Zambia

Telephone: +260 573 321075

Email: wellbeingeyecentre@gmail.com

Website: Home

For purposes of applicable data-protection law, Wellbeing Eye Centre may act as a data controller in relation to personal information collected through this website and through the provision of healthcare services.

2. Information We May Collect

• Name and contact details, including email address and telephone number.
• Appointment, enquiry and communication details.
• Information voluntarily entered into website forms or provided through telephone, WhatsApp, email or in person.
• Basic demographic information where necessary for healthcare services.
• Medical history, symptoms, eye conditions, diagnostic information, treatment information and other health information where required for care.
• Information relating to a parent, guardian or responsible person where a patient is a child or dependent.
• Billing, payment or insurance-related information where applicable.
• Technical information such as browser type, device type, IP address and website usage information.
• Cookie and analytics information where such technologies are enabled.

Please avoid submitting unnecessary sensitive medical information through general website enquiry forms.

3. Health and Sensitive Personal Information

Information relating to your health may constitute sensitive personal data. We process medical and health-related information only where it is necessary and lawful for purposes such as:

• Providing medical diagnosis, treatment and healthcare services.
• Assessing your eye health.
• Arranging consultations or procedures.
• Maintaining appropriate clinical records.
• Communicating with you about your treatment.
• Protecting vital interests where applicable.
• Complying with legal or professional obligations.
• Managing healthcare services provided by Wellbeing Eye Centre.

Access to sensitive information should be limited to authorised personnel and service providers who require access for legitimate purposes.

4. How We Use Your Information

• Respond to enquiries and appointment requests.
• Schedule and manage appointments.
• Contact you regarding appointments, treatment or follow-up.
• Provide ophthalmology and eye-care services.
• Maintain appropriate patient and clinical records.
• Communicate test, consultation or follow-up information where appropriate.
• Process legitimate billing, quotation or administrative requests.
• Improve services and patient experience.
• Maintain website and information security.
• Monitor website performance and usage.
• Comply with legal, regulatory and professional obligations.
• Investigate complaints or incidents.
• Protect patients, staff and the clinic from fraud, misuse or security threats.
• Send healthcare information or promotional communications where the required permission exists.

We will not use health information for unrelated marketing purposes without an appropriate lawful basis or consent where required.

5. Website Forms and Appointment Requests

Our website may allow visitors to submit information such as first name, email address, telephone number and an enquiry or message. Submitting a website form does not automatically confirm an appointment. A member of our team may contact you to confirm availability, appointment details or additional information.

Patients should not use a general website form for urgent or life-threatening medical situations.

6. WhatsApp, Telephone and Electronic Communications

Patients may choose to communicate with Wellbeing Eye Centre by telephone, email or WhatsApp. Electronic communications can involve third-party telecommunications or technology providers. Please avoid sending unnecessary sensitive medical information through general messaging channels unless requested or appropriate. Where third-party communication services are used, information may also be processed according to the relevant provider’s privacy and security practices.

7. Legal Basis for Processing

• Your consent.
• The provision of healthcare or medical treatment.
• Contractual necessity.
• Compliance with a legal obligation.
• Protection of vital interests.
• Public-interest grounds where applicable.
• Legitimate interests permitted under applicable law.

Sensitive health information will only be processed where an appropriate legal basis exists and applicable safeguards are maintained.

8. Children’s Information

Wellbeing Eye Centre provides eye-care services that may include pediatric ophthalmology. Where personal information relates to a child or another person who requires legal representation, consent or authorization may be obtained from a parent, legal guardian or other person authorised to act on their behalf as required by applicable law. We take additional care when processing children’s personal and health information.

9. Sharing Personal Information

We do not sell patients’ personal or medical information. Information may be shared where necessary and lawful with:

• Authorised Wellbeing Eye Centre personnel.
• Treating healthcare professionals.
• Laboratories or diagnostic providers where applicable.
• Hospitals or other healthcare providers involved in your care.
• Insurance or payment providers where applicable and authorised.
• Website, hosting, IT or cybersecurity providers.
• Professional advisers.
• Regulatory, law-enforcement or governmental authorities where legally required.
• Other service providers acting on our instructions.

Only information reasonably necessary for the relevant purpose should be disclosed.

10. International Data Transfers

Some technology, hosting, communication, analytics or cloud-service providers may process information outside Zambia. Where personal information is transferred outside Zambia, Wellbeing Eye Centre will seek to ensure that such transfers are made in accordance with applicable Zambian data-protection requirements, including required safeguards, approvals or authorisations where applicable.

11. Cookies and Website Analytics

Our website may use cookies and similar technologies to keep the website functioning correctly, remember basic preferences, understand how visitors use the website, measure website performance, maintain security, and support permitted analytics or marketing activities.

Where legally required, non-essential cookies should only be activated after appropriate consent has been obtained. Users may also manage cookies through their browser settings.

12. Google, Maps and Other Third-Party Services

The website may contain or use services provided by third parties such as Google Maps, analytics platforms, social-media platforms, embedded content or messaging services. These third parties may process certain technical or usage information according to their own privacy policies. Wellbeing Eye Centre does not control the privacy practices of independent third-party websites or services.

13. How Long We Keep Information

Personal information will be retained only for as long as reasonably necessary for the purpose for which it was collected, providing ongoing healthcare, maintaining appropriate clinical records, complying with medical, legal, tax or regulatory requirements, resolving disputes, or establishing, exercising or defending legal claims.

Different categories of medical, administrative and website information may therefore have different retention periods. When information is no longer required, it should be securely deleted, anonymised or otherwise handled in accordance with applicable requirements.

14. Information Security

We take reasonable organisational and technical measures designed to protect personal information against unauthorised access, accidental loss, misuse, alteration, disclosure and destruction. Measures may include access controls, password protection, secure hosting practices, staff confidentiality procedures, backups and other appropriate security controls.

No online system or electronic transmission method can be guaranteed to be completely secure.

15. Your Data-Protection Rights

• Right to be informed about how your personal information is processed.
• Right of access to personal information held about you.
• Right to rectification of incorrect or outdated information.
• Right to erasure in circumstances where applicable.
• Right to restriction of processing in appropriate circumstances.
• Right to data portability where applicable.
• Right to object to certain processing.
• Right to object to direct marketing.
• Rights relating to certain automated decision-making or profiling.
• Right to withdraw consent where processing is based on consent.
• Right to lodge a complaint with the appropriate data-protection authority.

Certain rights may be limited where information must be retained for medical, legal, regulatory or other lawful purposes.

16. Exercising Your Privacy Rights

To make a privacy request or raise a concern about how your personal information is handled, contact Wellbeing Eye Centre using the contact details below. We may need to verify your identity before responding to a request involving personal or medical information.

Business: Wellbeing Eye Centre

Address: Plot No. 4134, Luboto Road, Rhodes Park, Opp. Sanlam House, Lusaka, Zambia

Telephone: +260 573 321075

Email: wellbeingeyecentre@gmail.com

Website: Home

17. Data Protection Commission of Zambia

If you believe that your personal information has not been handled appropriately, you may also have the right to contact the Data Protection Commission of Zambia.

https://www.dataprotection.gov.zm/

18. Marketing Communications

Where Wellbeing Eye Centre sends promotional communications requiring consent, you may withdraw your consent or request that those communications stop. Withdrawing marketing consent will not prevent us from sending legitimate administrative or healthcare-related communications concerning your appointments, treatment or patient relationship where appropriate.

19. Data Breaches

If a personal-data security incident occurs, Wellbeing Eye Centre will investigate the incident and take appropriate containment, remediation and notification measures as required by applicable law.

20. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes in law, services, technology, website functionality or data-processing practices. The latest version will be published on this page with an updated revision date.

21. Contact Us

Business: Wellbeing Eye Centre

Address: Plot No. 4134, Luboto Road, Rhodes Park, Opp. Sanlam House, Lusaka, Zambia

Telephone: +260 573 321075

Email: wellbeingeyecentre@gmail.com

Website: Home