Privacy Policy

1. Introduction

Diagnostics Laboratory Services (Pty) Ltd ("DLS Diagnostics") is committed to protecting your personal and medical information. This Privacy Policy explains what information we collect, how we use it, with whom we share it, and the rights you have over your data. By using our services, you acknowledge and accept the practices described in this policy.

2. Information We Collect

We collect information necessary to provide diagnostic services and to comply with legal and regulatory requirements.

• Personal information: full name, date of birth, gender, national ID or passport number.
• Contact information: phone number, email address, and physical address.
• Medical aid details including scheme name and membership number.
• Clinical information such as test requests, diagnoses, notes, reports, sample details, and collection information.
• Website and communication data including enquiries, booking details, and care-related WhatsApp or phone communication history.

3. How We Use Your Information

• To process test requests, analyse samples, and issue results.
• To communicate appointment confirmations, reminders, and results.
• To process medical aid claims and billing.
• To respond to enquiries and feedback.
• To comply with legal, regulatory, and accreditation requirements.
• To improve our services through anonymised, aggregated analysis.

4. Sharing Your Information

We do not sell, rent, or trade your personal information. We may share your information only in the following circumstances:

• Referring clinicians: results and reports are shared with the healthcare practitioner who requested the test.
• Medical aid schemes: claim information is shared with your registered medical aid scheme as necessary for payment.
• Reference laboratories: where tests are referred externally, the necessary sample and patient information is shared.
• Legal requirements: we may disclose information where required by Zimbabwean law, regulation, court order, or public health authority.

5. Medical Confidentiality

DLS Diagnostics treats all patient medical information as strictly confidential. Staff are bound by professional confidentiality obligations. Access to patient records is restricted to authorised personnel only. No medical results will be disclosed to third parties, including family members, without the patient's prior written consent except where required by law.

6. Data Retention

Patient records and laboratory results are retained for the minimum periods required by Zimbabwean health regulations. After the applicable retention period, records are securely disposed of. Website enquiries and booking data are retained for up to 2 years unless longer retention is required for legal or audit purposes.

7. Data Security

We implement appropriate technical and organisational measures to protect your information against unauthorised access, disclosure, alteration, or destruction. These include access controls, secure systems, and staff training. While we take all reasonable steps, no data system is completely secure and we cannot guarantee absolute security.

8. Your Rights

You may contact us to exercise your privacy rights and we will respond within a reasonable timeframe.

• Request access to the personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request that we restrict processing of your information in certain circumstances.
• Withdraw consent for non-essential communications at any time.

9. Cookies & Website Analytics

Our website may use cookies and analytics tools to understand how visitors interact with our content. These tools collect anonymous, aggregated data and do not identify individual users. You may disable cookies in your browser settings, though some website functionality may be affected.

10. Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our practices or applicable regulations. The updated date at the top of this page indicates when the policy was last revised. Continued use of our services after updates constitutes acceptance of the revised policy.

11. Contact

For privacy-related questions or to exercise your rights, contact us using the details below.

DLS Diagnostics
Mater Dei Hospital, Burns Drive, Malindela, Bulawayo, Zimbabwe
admin@dls.co.zw