Privacy policy

As a customer of TELUS Health, you can rely on the fact that your privacy and security are priorities for us and that we strictly safeguard the confidentiality of the data provided to us. In the digital times we are living in, we feel committed to every aspect that the securing of personal data in our databases involves. We are transparent about what we do with your data, and why. The text below is a firm agreement you can hold us to.

Guarantees of Privacy and Confidentiality of information

As the party responsible for processing personal data, TELUS Health makes every effort towards the protection and lawful use of your personal data. We attach great value to confidentiality and the safeguarding of privacy. In this privacy statement you can read in what manner TELUS Health processes and protects your personal data.

The data we may process include:

• basic information (such as name, gender, name of organisation or position)

• contact information (address, email address and telephone number)

• information relevant to your file (such as date of birth, Citizen Service Number (BSN) in accordance with legislation and regulations and customer number if applicable)

• special categories of personal data (health data)

• contact information of client

• information required for the application of legislation and regulations

Obtaining personal data

In general, we obtain personal data by way of a client. In consultation with you, the client registers you with TELUS Health, providing your personal data in the process. Prior to or during a procedure with TELUS Health, we receive supplementary personal data directly from you.

Besides this, we receive personal data by means of visitors to our website filling in our contact form, for example.

Purposes for processing personal data

• answering questions

• applying for information

• making an appointment

• in execution of our services (e.g. care provision involved in psychological support and supervision)

• authentication of the client

• sending an invoice

• sending an evaluation form (e.g. as part of customer satisfaction surveys)

• use and improvement of our website

• dealing with disputes

• performing scientific, statistical or qualitative research

• implementation or application of legislation and regulations

• sending newsletters to existing or potential clients

Legal grounds for personal data processing

• your permission (you have the right to withdraw this permission at any time)

• performance of a contract

• statutory obligation

Sharing personal data

If you as the client are referred by, for example, your company doctor, employer or invalidity insurer, we draw up reports as agreed. These reports are only sent to the client if you have given your express permission for this. We never share confidential data with third parties without your approval. In accordance with legislation and regulations applying to healthcare, you as a client have the right to refuse access to your medical data, in other words the right to refuse feedback by a psychologist to third parties.

Retention periods for personal data

TELUS Health retains personal data that it processes for no longer than required for the purpose of data processing, or required by the Public Records Act (in Dutch: Archiefwet) and the legislation applicable in healthcare. In accordance with the Medical Treatment Contracts Act (in Dutch, Wet op de Geneeskundige Behandelingsovereenkomst, WGBO), we are obliged to retain medical records for 15 years.

A legally prescribed retention period may also apply to other personal data. The retention period for medical records is effective from the moment a first item of information about the patient/client is included in the file.

Your rights

• Right to information: you have the right to be informed about the processing of personal data. This right is satisfied by our providing you with information by means of this privacy statement.

• Right of inspection: you have the right to inspect the personal data about you that are processed.

• Right of rectification: your have the right to have incorrect personal data rectified.

• Right of erasure (right to be forgotten): you have the right to have your personal data erased if TELUS Health no longer needs these for the purposes for which they were processed. With reference to the WGBO, the right to be forgotten does not in principle apply to medical records.

• Right to restriction of processing: if the accuracy of the processed personal data is in question, the processing is unlawful, TELUS Health no longer needs the personal data for processing purposes or if you have objected to the processing, you are entitled to restriction of processing. This means that the personal data cannot, temporarily or otherwise, be processed or amended.

• Right not to be subject to automated decision-making: you have the right not to be subject to a decision based solely on automated processing which produces legal effects, such as profiling. We do not make use of automated decision-making.

• Right to object: you may object to the processing of your personal data by TELUS Health. In the event of a request of this kind, TELUS Health will discontinue the processing of the personal data, unless there are legitimate reasons for doing so that outweigh your interests.

• Right of data portability: you may request that TELUS Health transmit your personal data to another organisation. The data in the medical file that were not directly or indirectly provided by the client do not fall under the right to data portability, but under healthcare legislation (including the WGBO).

• Right to lodge a complaint: if you have a complaint about the protection of your personal data, you may report this to the privacy officer of TELUS Health. If you are not satisfied with how your complaint was dealt with or if you would rather not lodge your complaint with us, you can lodge your complaint with the Personal Data Authority in The Hague.

 If you submit a request in exercise of your rights, we will respond as soon as possible, and within one month at any rate. Should we need more time, we will inform you of this within one month after you lodge your request. This may happen in the event of a complex request. In such – exceptional – cases, a period of three months may apply.

Use of cookies

TELUS Health uses functional and anonymised analytical cookies. A cookie is a small text file that is stored in the internet browser on your computer, tablet or smartphone when you first visit our website. TELUS Health uses cookies that serve a purely technical function. These cookies ensure that the website works properly, to remember your preferred settings, for example, and they help us make the website work well. They also allow us to optimise our website. You can delete all previously stored information via your browser settings. For more information about managing cookies on your PC, tablet or smartphone (Dutch only), see www.veiliginternetten.nl.

Security of personal data

We have technical and organisational measures in place to protect your personal data against unlawful processing. Examples of this are the internal security policy we follow, the measures we take to secure our IT systems and website, internal awareness campaigns we plan and the fact that only authorised personnel can process your data.

Our contact information

We are available on working days from 8:30 am to 5:00 pm; by e-mail at [email protected] or by telephone at 030 – 25 22 792. If you have any questions about the processing of your personal data, or would like to submit a request or complaint about this, you can contact our Privacy Office at [email protected].

Changes to the privacy statement

To ensure that the privacy statement is always up to date, TELUS Health has the right to amend this privacy statement. We do this when there are new developments in, for example, legislation and regulations or in our business activities. Changes to our privacy statement will be published on our website. We therefore recommend that you always consult the most recent version of the statement, which you will find on our website.