For repeat medication requests, please order at least 24 hours in advance by emailing us at or by telephoning 01458 832972. You will be requested to pay prior to collection.

Our current opening times can be found here

Orchard Vets is committed to protecting and respecting your privacy and when you register your pet at our practice, you will be asked for some essential information. This policy, together with our general terms & conditions, sets out how we use your personal information. This applies to any activity involving use of personal data for example, collecting, storing, sharing, and destroying.

The categories of this information that we collect, process, hold and share may include but not limited to:

  • Standard personal data (such as name, address, contact telephone numbers, email addresses)
  • Extended personal data (such as bank details, debit and credit card details, CPHH numbers, insurance forms provided by you and any special ad hoc information)

Why we collect and use this information

We use standard data to:

  • enable us to carry out every day functions necessary to fulfil what is reasonably expected of us such as make appointments, registering your pet on our health plan, process fees, make contact to discuss your pet’s needs or discuss your account, enhance your experience by delivering a personally tailored service, respond to issues, remind you if your pet’s due any treatment or inform you of any promotions or special offers relevant to your pet.

We use extended personal data to:

  • enable us to carry out specific functions necessary to fulfil what is expected of us such as take payment, set up Health Plans, prepare insurance claim forms, on your behalf, fulfil any health & safety requirements or, in the case of cattle owners, organise TB tests.

These lists are not exhaustive and we may use your personal information for other, reasonable activities too.

The lawful basis on which we use this information

We collect and use this information based on our mutual interest in your pet’s needs and rely mostly on our legitimate interest, enabling us to carry out functions and what is expected of us. Some information is collected and used from a legal obligation such as HMRC, APHA and HSE. This does not affect your statutory rights.

Collecting this information

Whilst the majority of Standard information you provide to us is essential, some of it is provided to us on a voluntary basis. In order to comply with the data protection legislation, we will inform you whether you are required to provide certain information to us or if you have a choice in this.

Storing this information

The length of time we hold your data may depend on patient record activity and therefore during the life of your pet however in addition to this, so that we comply with our financial responsibilities, we would expect to hold standard data for at least 6 years plus the current year.

Extended personal data, namely insurance forms, may be kept longer for up to 10 years.

Who we share this information with

We routinely share standard personal information with the following organisations, where necessary, to enable us to carry out every day functions necessary to fulfil what is expected of us;

  • External laboratories
  • Referral centres
  • Identibase
  • Other practices, you may wish to be transferring to or obtaining second opinions
  • Insurance companies
  • Charitable trusts & rescue centres (for the purposed of financial and other support)
  • Kennels & catteries (for the purpose of medical help during stay)
  • Organisations that are providing personalised merchandise you have ordered
  • Easy direct debits when joining our pet health scheme
  • Debt agencies, if you default on our payment terms
  • APHA (farm animal and export)
  • XL Farmcare (farm animal only)
  • Various pharmaceutical organisations (where offers have been undertaken)
  • Pharmaceutical organisations or suppliers of medicated feed suppliers for written prescription requests
  • External mail facilities such as Mail Chimp, Survey Monkey, Chameleon and Zoetis, solely for our purpose for items such as reminders and other marketing activities. Your details are never sold or used for any other purpose.
  • Cremation services

We routinely share extended personal information with the following, where necessary, to enable us to carry out every day functions necessary to fulfil what is expected of us;

  • Easy direct debits when setting up health plans
  • Insurance companies
  • PDQ payment machine (when collecting payment electronically via debit & credit cards) – rest assure, we are continually compliant with Payment Card Industry Data Security Standard (PCI DSS).

Students seeing practice and self-employed suppliers providing services to the practice

Information (extended personal data) such as date of birth or age, emergency contact details, CVs, references and medical data may also be collected, processed and stored. This is to carry out health & safety risk assessments or to assess the suitability of any applicants.

  • If you have any medical conditions we need to be aware of, then this may be shared with our first aid team, if appropriate
  • If any incidents relating to health & safety occur whilst you are carrying you’re your work experience, your information may need to be shared with the health & safety executive

How we protect your information

The practice has robust processes in place to ensure the confidentiality of our data is maintained and there are stringent controls in place regarding access and use of the data, such as keeping your information up-to-date and accurate. Please note that, to do this, we require you to tell us if any of your details such as your name or address change.

To be granted access to information, decisions on whether we release data to third parties are subject to strict procedures and based on a detailed assessment of:

  • who is requesting the data
  • the purpose for which it is required
  • the level and sensitivity of data requested: and
  • the arrangements in place to store and handle the data

Visitors to our websites and the use of cookies

When someone visits our website we use a third-party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will be up front about this. We will make it clear when we collect personal information and will explain what we intend to do with it.

Cookies are used to collect information about how visitors use our website. We use the information to compile reports and to help us improve the website. The cookies collect information in an anonymous form, including the number of visitors to the website and blog, where visitors have come to the website from and the pages they visited.

Further information relevant to google analytics can be found here:

Requesting access to your personal data

Under data protection legislation, clients have the right to request access to information about them that we hold. To make a request for your personal information contact us on 01458 832972, or call into the practice.

You also have the right to:

  • object to processing of personal data that is likely to cause, or is causing, damage or distress
  • prevent processing for the purpose of direct marketing
  • object to decisions being taken by automated means
  • in certain circumstances, have inaccurate personal data rectified, blocked, erased or destroyed; and
  • claim compensation for damages caused by a breach of the Data Protection regulationsThese privacy notes may change over time and therefore you are advised to visit our website and review them, from time to time.

If you have a concern about the way we are collecting or using your personal data, we request that you raise your concern with us, in writing and send it to us either by post to Orchard Vets, Wirrall Park Road, Glastonbury, Somerset BA6 9XE or email – Alternatively, you can contact the Information Commissioner’s Office at