Privacy policy.

Last updated: 15 October 2026

Who we are

Drummond Hearing is an independent private audiology clinic run by Scott Drummond, HCPC-registered audiologist. Our registered clinic address is Bupa Cromwell Hospital, 164–178 Cromwell Road, Kensington, London SW5 0TU. For data-protection purposes, Scott Drummond is the data controller.

What data we collect

We only collect information that is necessary to provide your care or respond to your enquiry. This may include:

• Contact details — name, telephone number, email address and postal address.
• Clinical information — hearing history, symptoms, audiograms, ear wax removal consent, hearing-aid purchase agreements, repair details and any other information you provide on our patient forms.
• Appointment information — dates, times, locations, practitioner notes and billing records.
• Payment information — invoicing and payment status; we do not store complete card details on our servers.
• Website usage data — if you allow analytics cookies, pages visited, device type and approximate location via Google Analytics. If you allow advertising cookies, Google Ads may record that a booking followed an ad click. Forms on the site also store what you submit.

How we use your data

We use your information to:

• Book, confirm and manage your appointments.
• Provide hearing assessments, ear wax removal, hearing-aid fitting and aftercare.
• Process invoices and payments, including integration with our accounting and payment providers.
• Send clinical reminders such as annual reviews, warranty expiry notices and recall invitations.
• Respond to enquiries made by phone, email, WhatsApp or our online forms.
• Improve our website and understand how patients find our services.
• Comply with legal, regulatory and clinical governance obligations.

Legal basis for processing

We process personal data under UK GDPR on the basis of:

• Contract — to provide the hearing-care services you have requested.
• Legitimate interests — to manage our clinic, maintain patient records, send appointment reminders and improve our website.
• Legal obligation — where we are required to keep records for clinical or tax purposes.
• Consent — for marketing communications or where you have explicitly agreed, for example review-request emails. You can withdraw consent at any time.

How we keep your data safe

Patient records are stored in an encrypted cloud database with role-based access controls, two-factor authentication for staff, and industry-standard encryption in transit and at rest. Paper records are not used. Access is restricted to Scott Drummond and authorised clinic staff only.

Who we share data with

We do not sell your personal data. We may share it only where necessary:

• Clinic management software — Cliniko, for appointment scheduling and clinical records.
• Accounting — Xero, for invoice and financial record keeping.
• Payment processing — Stripe, when you pay an invoice by card online.
• Analytics and ads — Google Analytics and Google Ads, and only where you have allowed those cookies.
• Healthcare professionals — with your consent, for referral or shared clinical care.
• Regulators or insurers — when required by law or for clinical governance.

Cookies

Cookies are small text files saved on your device. We use them on the public website only. The staff admin area does not use these marketing cookies. Optional cookies are set only after you choose to allow them. Until you choose, analytics and advertising storage stay off.

Google Analytics

If you allow analytics, Google Analytics measures how the public website is used. It can tell us how many people visit, which pages they open, and how they reached the site. Google sets cookies such as _ga to remember a visitor across pages. We use this to improve the website. These cookies do not contain your name, your email address, or anything from a patient record.

Google Ads

If you allow advertising cookies, Google Ads can measure whether someone who clicked one of our ads later booked an appointment. Google may set cookies that remember the ad click and the booking. This helps us see which ads are useful. If you do not allow advertising cookies, we do not set them, and a booking is not sent to Google Ads.

Your choice

The first time you visit, a banner offers three choices: accept all, reject all, or analytics only. Accept all allows Google Analytics and Google Ads. Reject all allows neither. Analytics only allows Google Analytics and blocks advertising cookies. Your choice is saved in this browser so we can keep following it on later visits. To change it, use Cookie settings in the footer, then pick a new option. You can also remove cookies in your browser settings.

How long we keep your data

We retain clinical records for as long as necessary to meet our legal and professional obligations — typically eight years after your last appointment, or longer where required for children or complex cases. Marketing data is kept only while you remain opted in, or until you ask us to remove it.

Your rights

Under UK data protection law you have the right to:

• Access the personal data we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of your data in certain circumstances.
• Object to or restrict certain types of processing.
• Withdraw consent for marketing at any time.
• Request a copy of your data in a portable format.

To exercise any of these rights, please contact us using the details below. We aim to respond within one month.

Complaints

If you have a concern about how we handle your data, please contact us first. You also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk.

Contact us

If you have any questions about this privacy policy or how we use your data, please get in touch.