Legal and Compliance Information
Compliance
Matilda International Hospital aims to fully comply with statutory requirements and governing body regulations at all times. We aim to be as open and transparent as possible about our activities while ensuring the privacy and safety of everyone associated with us.
Cookies Policy
Matilda International Hospital and Matilda Medical Centre (we, us or Matilda) uses cookies on the www.matilda.org website. By using the Matilda International Hospital website or mobile website (“our websites”), you confirm that you agree to the use of cookies and similar technologies following this Cookies Policy.
This Cookies Policy explains what cookies are, how we use them, how third parties we may partner with may use them on our websites, how you can control the type of cookies, and further information about cookies.
Cookies are small text sent by your web browser to a website you visit. A cookie file is stored in your web browser. Cookies allow our websites or a third party, such as Google Analytics and Maps, to recognise you and make your browsing experience simpler, easier, and more personal.
Cookies can be "persistent" or "session" cookies. Persistent cookies remain on your computer or mobile device when you go offline, while session cookies are deleted when you close your web browser.
When you use and access our websites, we may place cookies in your web browser.
We use various cookies for the following purposes:
- To enable certain functions of our websites
- To distinguish unique users
- To remember the number and time of previous visits
- To remember traffic source information
- To determine the start and end of a session
- To remember the preference you indicate on our website, for example, your chosen language and browsing font size
We use both sessions and persistent cookies.
Website Policy and Disclaimer
The health-related information and resources on this website are provided for general information purposes only. They are not intended to substitute for professional medical advice, diagnosis, or treatment and may not apply to any particular situation. Always consult a qualified medical professional to diagnose or treat any health concern or condition.
Some of the content and health resources found on this site are provided and maintained by other parties. Whilst efforts and due diligence have been made to obtain materials from reliable sources, these may contain inaccuracies or outdated information. We do not endorse or guarantee any of these materials. Please use these materials as a reference only and seek the advice of a qualified medical professional.
Neither the hospital nor its affiliated entities, agents or suppliers will be responsible or liable for any claim of loss or damage resulting from the use of this site or the information and resources contained in or accessible through this site.
Privacy and Security
This Matilda International Hospital Customer Privacy Policy (Privacy Policy”) discloses how Matilda International Hospital and Matilda Medical Centre (we, us or Matilda) collects, stores and handles the personal data of its customers (including patients, users, visitors to the Matilda International Hospital’s premises and visitor to the www.matilda.org website).
Matilda International Hospital commits to protecting customers’ personal and data privacy and ensuring their confidence in providing personal data to us when using our website and other services.
We understand that patients and their families may wish to take photographs or video themselves while in hospital on special occasions. The hospital welcomes and accommodates these requests but must also consider the needs and feelings of other patients, staff and visitors within the hospital or clinic area. Therefore, patients and visitors must follow the below guideline when taking pictures or videos within the hospital’s premises:
- Take images only of your family and friends. Be aware of other patients, visitors or staff who may appear in the background
- Staff must be asked for permission to be recorded, and their wishes for the use must be respected.
- If any pictures or videos are published or shared, images of other patients, visitors, or staff must not be included in those pictures.
- The hospital is a private premise, and aerial photography is not permitted. The hospital reserves the right to report any unauthorised filming to the police if it is found.
By providing your Personal Data to us, you consent to this privacy policy and the collection, use, access, transfer, storage and processing of your personal information as described in this Policy.
We request information from different parts of our website and during your patient journey that may be used to personally identify you, including but not limited to:
- Your personal information, such as your name, gender, date of birth and passport or other personal identifier;
- Your contact information and your emergency contact person’s contact information, such as telephone numbers, mailing address, email address, mobile number and facsimile number;
- Your credit or debit card information and billing information, including name of cardholder, card number, billing address and expiry date;
- Your business information, such as company name, business title and associated contact information;
- Your insurance information, such as your policy number and package coverage;
- Your responses to marketing information, surveys, or other marketing contests were conducted by us or on our behalf.
Certain personal data are mandatory, and failing to provide those data correctly may affect the delivery of certain services.
We may use your personal data for one or more of the following purposes:
- To process and administer your admission, appointment and/or other medical services with or through us
- For your use of the online services available on our website
- For marketing, promotional and customer relationship management purposes, such as sending you our hospital updates and offers
- For identification or verification purposes in connection with any of the services or products that may be supplied to you
- To contact you regarding your enquiries
- For joining our ME health club
- To disclose to a third party to comply with any law, legal requirements, orders, directions or requests from any court, authority or government body of any jurisdiction, which may be within or outside of Hong Kong
- To facilitate the payment for products and services provided by us or our subsidiaries including verification of credit card details with ours and the relevant banks’ database
- To contact you asking for feedback about your experience with us and
- To evaluate, plan and improve the services we provide
Aggregated information, such as the browsing duration or frequently visited pages, will be collected for our business planning and website improvement. However, this information will not be able to identify any individual user.
Compliance
Matilda International Hospital aims to fully comply with statutory requirements and governing body regulations at all times. We aim to be as open and transparent as possible about our activities while ensuring the privacy and safety of everyone associated with us.
Personal Data Collection and Privacy Notice
Matilda International Hospital and Matilda Medical Centre (we, us or Matilda) are committed to protecting the personal data of our patients, users of our services, visitors and website visitors. We are bound by the Data Protection Principles set out in the Hong Kong Personal Data (Privacy) Ordinance (the PDPO). We will only collect, use or disclose personal data in accordance with the PDPO and this notice. We may amend this notice at any time and for any reason. In this notice, personal data means any data: (a) relating directly or indirectly to a living individual; (b) from which it is practicable for the identity of the individual to be directly or indirectly ascertained; and (c) in a form in which access to or processing of the data is practicable.
When and how we collect personal data
We collect personal data directly from you when you interact with us. This may include when you register or make a booking for medical services; undergo admission as a patient; receive medical treatment or care; participate in events, classes, or membership programmes organised by Matilda; contact us with enquiries or feedback; or use our website or digital services. We may also collect personal data from third parties (such as your doctor or insurer) with your consent or as permitted by law.
What personal data we collect
When you make a booking
When you make a booking, we may collect personal data, including but not limited to your name, gender, date of birth, phone number, email or postal address, preferred booking times and dates, service type, service location, insurance coverage and medical concern. It is mandatory to provide your name, phone number, email or postal address, so that we can provide services to you.
When you undergo the admission process
When you undergo the admission process, we collect personal data, including your name, sex, gender preference, date of birth, nationality, religion, and identification document number; your contact information and emergency contact details; your occupation and employer; your credit or debit card and billing information; and your insurance information. For maternity patients, we also collect your spouse’s name, date of birth, identification document number, occupation and employer. Some of this information is mandatory (these fields will be marked with an asterisk on the form).
When you are a patient
When you are a patient, we may collect information about your health and medical condition. We may also obtain other relevant information, including your medical history, from appropriate third parties. Please ensure that the data you provide is accurate and complete to enable us to provide the appropriate healthcare for you.
When you attend an event or enrol on a course
We may collect your name and contact details. If health checks are provided at the event, we may also collect information about your health and medical condition.
If you join the Matilda Electronic Health Club
We collect your name, email address, gender, preferred languages and interested health topics. It is optional to provide all information other than your email address.
If you join the Taipan Teddy Club
We will collect your child’s name, date of birth and gender, as well as your name, email address and contact number.
General Enquiries
When you contact us by phone, email or in person, we collect your name, contact information, and the details of your enquiry. It is optional to provide any information other than your name and contact information.
Website Use
When you use our website, we collect aggregated information about user activity, such as browsing activities and habits. This information does not identify any individual user. We use cookies to enhance your use of our websites, but we do not store personal data in cookies.
Other Data
To support your medical care and billing, we collect your health data, financial information, and personal relationship data (such as emergency contacts and next-of-kin). Additionally, to safeguard the physical security of our patients, staff, and premises, we maintain CCTV recordings in public areas and may collect geo-location data through our facility's digital services.
Why we collect personal data
We collect and keep personal data for the following main purposes: to provide you with medical treatment, care and related services; to manage your admission, booking and discharge; to process payments, insurance claims and billing; to communicate with you about your care and appointments; to comply with legal and regulatory requirements; to improve the quality and safety of our services; to manage our membership programmes and events; to respond to your enquiries and provide customer support; and to send you marketing communications (only with your consent. We only collect personal data that is necessary for these purposes).How we use and disclose your personal data
We use your personal data to deliver medical treatment and care. This includes sharing relevant health information with doctors, nurses, technicians and other healthcare providers involved in your treatment. We also use personal data for the following operational purposes: managing hospital services, quality assurance, clinical audits and staff training; processing payments and insurance claims; complying with legal obligations, including reporting to government authorities such as the Department of Health and Immigration Department; and conducting research (only with your consent or after removing identifying information).
We may disclose your personal data to your other healthcare providers (such as your referring doctor, general practitioner or other specialists) when necessary for your care. We may also share your personal data with the Hong Kong Government’s Electronic Health Record Sharing System (eHealth) with your consent, to support continuity of care across different healthcare providers. Additionally, we may share personal data with third-party service providers who assist us in our operations, such as laboratories, IT service providers, cloud storage providers, and billing agents. These providers are required to protect your personal data and only use it for the purposes we specify.
If you are located outside Hong Kong
Cross-Border Data Transfers
We generally do not transfer personal data outside Hong Kong except in the following circumstances: when your doctor or healthcare provider is located outside Hong Kong; when your insurer is based overseas; when we use overseas cloud service providers or IT systems, or when required for international referrals or second opinions. Where we transfer personal data outside Hong Kong, we take reasonable steps to ensure that the recipient protects your data to a standard comparable to the PDPO. Where required by law, we will obtain your separate consent before the transfer.Additional Information for Individuals in the European Union
If you are located in the European Union, you have additional rights under the GDPR, including the right to request erasure, restriction of processing, data portability, and to object to processing. You may also lodge a complaint with your local data protection authority.Data Management
We will retain your personal data after your consultation, admission, or treatment has finished for operational and legal reasons, typically for seven years for adults after the last treatment or death. For children, we will retain their personal data until the child reaches 21 years old or 7 years after the last treatment, whichever is longer. We retain marketing and membership data until you unsubscribe or request deletion.
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss or misuse. These include encryption, access controls and staff training.
Marketing communications
With your consent, we may send you marketing communications such as health newsletters, event invitations and service promotions. You may withdraw your consent at any time by contacting the Patient Service Centre or clicking the unsubscribe link in our emails. Please note that we may still send you important clinical communications related to your care even if you opt out of marketing communications.
How to Access or Correct Your Personal Data
You may want to access or update the personal data we have collected. To do so, please contact our patient service centre at 2849 0111 or by e-mail at psc@matilda.org.
For data about hospital employees, please contact the Human Resources Department by e-mail at hr@matilda.org.
Enquiry, comments or complaints
If you have any questions, comments or complaints about our Privacy Policy and personal data handling practices, please contact the Patient Service Centre at psc@matilda.org or by calling 2849 0355. If you are not satisfied with our response, you may contact the Privacy Commissioner for Personal Data in Hong Kong.
Read the full version of our privacy policy.