Privacy Policy

Responsible for processing

Citam Quality Healthcare Services S.L. (hereinafter, CITAM) is a company whose main purpose is the intermediation of healthcare services through digital platforms and telephone customer service, as well as the creation, management, operation and development, by all means including telematic means, of databases in the medical healthcare field.

CITAM is located in Palma de Mallorca, Calle Cala Bona number 19.

The protection of privacy and the lawful use of personal data is a matter of the highest priority for CITAM, and we are committed to ensuring your privacy. This privacy policy explains how we collect, use, store and disclose your personal data: this data processing applies to our website.

CITAM has a Data Protection Officer, in accordance with the provisions of the GDPR, who can be contacted via email at

We recommend that you read this privacy policy carefully before using any of the Services.

CITAM may amend this privacy notice from time to time, in particular if, due to changes in our operations or in applicable regulations, your fundamental rights or freedoms may be affected.

For the purposes of the data protection laws of the European Union, in particular the General Data Protection Regulation (REGULATION (EU) 2016/679 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46 / EC) and the Organic Law 3/2018 of 5 December on the Protection of Personal Data and guarantee of digital rights, we are the data controllers of the processing of your personal data.

Scope of application

This privacy policy applies to the CITAM platform accessed through our website or by telephone enquiry to our agents.

It therefore applies to any user who browses the platform, registers as a user, requests information via email, WhatsApp, chat or requests or makes a telephone enquiry.

Information collected by CITAM

Information provided by the user

CITAM obtains the personal data provided by users through the following means:

  • By visiting or using the website.
  • By registering as a user using the form on the website.
  • By requesting information or contact on the website.
  • By calling our switchboard to request an appointment with a specialist or requesting advice from our agents to arrange an appointment with the most suitable specialist for your circumstances.

Information collected by CITAM

CITAM collects information through the following means:

  • Website: CITAM collects information by simply browsing the website and, in particular, the type of browser, the type of device and its configuration, the operating system and information about the mobile network. We also use cookies, please review our cookie policy by clicking here
  • Phone: calls made by our agents at the request of users on the website or those made directly by users to our switchboard to be attended and/or advised by our agents will be recorded and kept for a period of 3 months.
    Users must give their telephone consent for their data to be processed by CITAM.

Purpose of data processing

The personal data provided through the platform will be incorporated into a file owned by CITAM, and will be used for the following purposes, which will vary depending on the use made of them.

User data

The following personal data will be required during registration: ID card number, name and surname, contact telephone number, email address, date of birth, sex and address.

In the event that the appointment booking is for a third party other than the user, the same data will be requested.

The use or provision of services, if applicable, prior to the user’s registration, in accordance with the conditions of use and the conditions of contracting certain services.

Respond to telephone queries or requests for information that the user may make.

After obtaining the user’s consent, sending information about CITAM services, products and activities, and registering as a member of groups, as well as sending information about products and services of third parties in the leisure, transport, pharmaceutical, medical devices, computer applications and hotel and catering sectors with which CITAM may collaborate as a user.

Physician data

The personal data required will be name and surname, ID card number, contact telephone number, membership number, place and hours of service provision, photograph, as well as any other information that may be required.

In the event that the doctor provides his/her curriculum vitae, his/her data will be processed in order to manage his/her inclusion in the CITAM directory.

Cookie data

To perform data analysis and produce reports for statistical purposes on the use of the platform’s services, after having undergone a decryption procedure. The dissociated data does not identify the user individually, but allows for the analysis of patterns within groups of people.

Personalise and improve the platform’s tools and functionalities.

To guarantee the technical functioning of the platform.

Use them for any other purpose required or permitted by applicable law or for which you have given your consent.

Legitimate basis for processing

The basis that legitimises the processing by CITAM are those detailed below:

  • Specific, informed, unambiguous and affirmative consent has been freely given for the processing of such data.
  • The processing is necessary for the execution of the services you have contracted through the platform.
  • For the pursuit of CITAM’s legitimate interests.

Data retention period

The personal data collected will be kept for the time necessary to fulfil the purpose for which they were collected, as well as to comply with the regulations in force at any given time.
To oppose the sending of commercial communications, you can send an email to

Data recipients

Information shared with telephone agents

CITAM is a platform whose objective is to serve as an intermediary between the user and the doctor.

The agents’ telephone conversations with users will be private and the agent will be responsible for arranging the appointment with the selected doctor, after assessing the user’s circumstances.

Users and agents must strictly comply with the duty of confidentiality, exempting CITAM from any misuse that may be made of the information sent through the platform and from the consequences arising from the inaccuracy of the data provided by the user.

In the event that the registered User requests an appointment, the patient’s contact details, provided in the registration, will be provided by the agent to the authorised staff of the corresponding doctor’s surgery in order to schedule the requested medical visit.

The user of the medical appointment service who makes use of any of the telephone numbers that appear on this platform expressly consents to the processing of the telephone number from which the call is made and the information provided through the same, in accordance with CITAM’s data protection policy and in accordance with the information provided in the corresponding telephone message.

Information shared with third parties

CITAM will not provide users’ personal data to third parties unless it has the user’s express consent to do so and has a good faith belief that such disclosure is permitted by law or is reasonably necessary to comply with legal process, including but not limited to civil or criminal subpoenas, court orders or other compulsory disclosures.

CITAM may contract with third parties to facilitate its services (such as, for example, maintenance, analysis, auditing, marketing and development). Such third parties will have limited access to user information only to perform these tasks on behalf of CITAM, and are obligated to CITAM not to disclose or use it for other purposes, and in the case of a processor, CITAM will have entered into the appropriate processor agreement with its personal data protection obligations.

CITAM may publish the comments made or shared in the online surveys evaluating the care received from doctors, and may be published anonymously (only initials will be indicated) by CITAM on social networks, CITAM’s website, doctors’ websites or any other media in which CITAM advertises.

CITAM security measures

CITAM has established all the technical means at its disposal to prevent the loss, misuse, alteration, unauthorised access and theft of the data provided by the User through the platform.

The User’s status as a Patient and the information that he/she may provide will be encrypted, processed and kept under anonymisation processes and under security standards that ensure its complete confidentiality.
CITAM states that the information provided by the user through the platform will be stored and processed in compliance with the duty of secrecy and confidentiality, in accordance with the applicable regulations.

CITAM undertakes to adopt the necessary technical and organisational measures, in accordance with the level of risk associated with the processing carried out by them and indicated in the section of the terms and conditions of use, so as to guarantee their integrity, confidentiality and availability.

Exercising data protection rights

CITAM informs Users that they may exercise their rights of access, rectification, limitation, deletion, portability and opposition to the processing of their personal data before the Data Controller, as well as the right to withdraw their consent.

  • Right of Access: This is the user’s right to obtain information about his or her specific personal data and the processing that has been or is being carried out, as well as the information available on the origin of said data and the communications made or planned for said data.
  • Right of rectification: This is the right of the data subject to have inaccurate or incomplete data amended. This can only be satisfied in relation to information that is under the control of the platform, for example, deleting comments posted on the page itself, images or web content containing the user’s personal data.
  • Right to restriction of processing: It is the right to have the purposes of the processing originally intended by the controller limited.
  • Right of Suppression: This is the right to delete the user’s personal data, except as provided for in the RGPD itself or in other applicable regulations that determine the obligatory nature of the conservation of the same, in time and form.
  • Right of portability: The right to receive the personal data provided by the user in a structured, commonly used and machine-readable format and to transmit it to another controller.
  • Right of Opposition: This is the user’s right not to have his or her personal data processed or to have the processing of such data by the platform stopped.

In order to exercise any of the rights described above, you must comply with the following requirements:

  • By sending a letter to the address Cala Bona, 19, Palma de Mallorca (07009) or by e-mail to
  • The letter sent by the data subject requesting the exercise must comply with the following legal requirements:
    • Name, surname(s) of the interested party and a copy of the DNI/NIE or any other identification document. In the exceptional cases in which representation is admitted, it will also be necessary to identify by the same means the person representing the interested party, as well as the document accrediting the representation. The photocopy of the DNI may be substituted provided that the identity is accredited by any other legally valid means.
    • Request in which the request is made (the year in which the information to which you wish to have access is requested). If you do not refer to a specific file, you will be provided with all the information we have on your personal data. If you request information on a specific file, only the information on this file. If you request information relating to a third party, it will never be provided. If you request it by telephone, you will be instructed to do so in writing and you will be informed of how to do so and the address to which you should send it. You will never be given information over the telephone.
    • Address for the purpose of notifications.
    • Date and signature of the applicant.
    • Documents in support of the request you are making.
    • The interested party must use any means of proof that the request has been sent and received.

    Finally, we inform you that you have the right to file a complaint with the Spanish Data Protection Agency in the event that you become aware of or consider that an event may involve a breach of the applicable data protection regulations.

Modification of the privacy policy

CITAM reserves the right to make changes to this Privacy Policy from time to time, as it deems appropriate, or as may be required by law. The modifications will be published immediately on the platform and the User will be deemed to have accepted the Privacy Policy, thus modified, at the time of first use of the platform after the corresponding modification. In the event that substantive changes are made to this Privacy Policy, CITAM will make reasonable efforts to inform of the changes introduced, although it is the User’s responsibility to periodically check for updates to this Privacy Policy. Each version of this Privacy Policy will have an effective date, which is stated at the end of the Privacy Policy. Unless otherwise stated, the Privacy Policy in force shall apply to the User’s use of the website.

Jurisdiction and applicable law

Any litigious issues that may arise from the application, compliance, non-compliance or interpretation of this Privacy Policy, as well as the relationship between the User and CITAM shall be governed in accordance with Spanish law. Both CITAM and the User expressly agree to submit to the exclusive jurisdiction of the Courts and Tribunals of the city of Palma de Mallorca.