Physiofit West Wales Ltd. Physiotherapy across Pembrokeshire

privacy

Physiofit West Wales - Privacy Policy

Who we are
The information we process
The Lawful Basis for Processing Data
The Information We Hold
How We Obtain Information
Our Information Storage Systems
Transfer of your personal data to third countries and international organisations
How Long We Keep Your Information – Retention Periods
Sharing with Third Parties
Your Rights
Withdrawing Consent
Complaints
Updating Your Information
Children
Communications
External Links
Social Media
Security
Notices and Revisions

At Physiofit West Wales we know how important your personal information is and we appreciate your trust in us to use and share that information carefully and sensibly. This notice describes the privacy policy of Physiofit West Wales. By undertaking sessions at Physiofit West Wales, visiting our website or entering details into our website, you are accepting and consenting to the practices described in this privacy notice.

Who we are

Company Name: Physiofit West Wales Ltd.

Place of registration: England and Wales

Companies House Number: 07517651

Registered Office: 7 Neptune House, Nelson Quay, Milford Haven, Pembrokeshire SA73 3BH

2. The Information We Process

We use the personal information you give us to provide health services, maintain our accounts and records, carry out our obligations arising from any contracts entered into between you and us, notify you about any changes to our service, enhance the security of our network and information systems, better understand how people interact with our website, improve our website, determine the effectiveness of our promotional campaigns and marketing, promote our services, manage our employees, enhance, modify, personalise or otherwise improve our services and communications for the benefit of you and/or our customers and communicate with you.

We will communicate with you about your appointments, our products and services, update our records and generally maintain your accounts with us. When contacting you for the above purposes we may do so by phone, post, email, or other electronic means, unless you tell us otherwise.

We also use sensitive information that you provide for such purposes as creating appropriate treatment plans, carrying out appropriate assessment and treatment, providing you with exercise plans, invoicing and responding to your requests.

From time to time, your individual physiotherapist may be required to discuss your personal and sensitive information with other Physiofit West Wales Associated Chartered Physiotherapists and staff to provide you with the best possible service and care.

We receive and store personal information you enter on our website or give us in any other way. You can choose not to provide certain information, but this might mean you miss out on many of our features or it may affect the quality of the care that we can provide to you.

3. The Lawful Basis for Processing Data

As Physiotherapists, we have a legal obligation to accurately record and store the data we process about individuals that are classified as patients, as determined by the Health and Care Professions Council (HCPC) and the Chartered Society of Physiotherapy (CSP).

In the event that you request goods, services and/or information from us that is not covered by a legal obligation, we will rely on our contractual relationship with you to process your data.

For individuals that do not require us to process personal information under a legal or contractual obligation, the most appropriate lawful ground for processing of your data is our legitimate interests.

In certain circumstances we may also rely on a specific consent provided by you for the processing of your personal data.

4. The Information We Hold

At Physiofit West Wales we will record and store a wide variety of personal and sensitive information to ensure we can fulfil our legal and contractual obligations. The information we gather may include, but not be limited to:

Personal Details
Family Details
Medical Records
Identifiable Information
Medical History
Employment Status
Treatment Plans
Treatment Records
Preferences
Consent to Assessment and Treatment
Authorisation to disclose medical records to designated healthcare professionals and insurance companies
Personal Banking / Financial Information
Contractual Agreements

5. How We Obtain Information

We gather information from a wide variety of sources including, but not limited to:

You, the patient/client
From your interactions between administrative staff and physiotherapists
Entering your details into our online booking system
Your physiotherapist – Treatment notes and professional decision making processes
Health Insurance Companies
Your GP
Your Consultant or Medical Professional
Other Healthcare Professionals
Your Relatives
Case Managers
Care Workers
Your Web Browser
Filling in forms on our website including information provided at that time to register, subscribing to our services, posting material or requesting further information.
If you contact us, we may keep a record of that correspondence
Details of your visits to our website and emails received including, but not limited to traffic data, location data, web logs and other communication data.

6. Our Information Storage Systems

The information we hold about you is kept in a number of ways and locations. It is updated either manually or automatically depending on the way it is updated.

Paper Medical Records – These records are created by your physiotherapist on paper. They are kept on site at the clinic you have been treated at most recently in a locked filing cabinet. Any updates you make will be manually recorded.
Cliniko – We use a practice management system called Cliniko. It is a cloud-based system that can be accessed by your physiotherapist and administration staff as requested by Physiofit West Wales. Each person that can access the system has their own username and password for security. Your details are manually inputted from your paper medical records, or automatically updated with any details you input using our online booking system.
Xero – To maintain our accounts, we use an accounting package. This integrates with our Cliniko system to update your records automatically. Errors are identified by email notification and manually updated.
Message Books – Telephone messages are written down in a message book. This may include personal data about you. Message books are stored in a locked cabinet when staff are not present. Information you provide that is taken down in a message book is used to update your paper record and Cliniko.
Email System – Google email – Email Host
SumUp – Debit / Credit Card Payment System

7. Transfer of your Personal Data to Third Countries and International Organisations

We use international organisations to enable the processing of personal data, who provide systems essential to the running of our business and providing our services.

We will only transfer your personal information using these systems if the European Commission has decided that the country or organisation we are sharing your information with will protect your information adequately. We will also ensure we are satisfied that these organisations and countries have policies in place to ensure your information is adequately protected in line with the appropriate Data Protection Legislation.

If you would like more information regarding the privacy policy of these third parties, please send us an email to info@physiofitwestwales.co.uk

8. How Long We Keep Your Information – Retention Periods

We have a legal responsibility to hold medical information we gather for a period of 8 years following the conclusion of your treatment or after your death.

Personal Information that has been collected in relation to our contractual obligations will be held for a period of 6 years.

Other personal information will only be retained for as long as we believe it is up-to-date.

If you would like us to remove data that is not protected by our legal or contractual obligations, then all you need to do is ask. If you would like us to remove your data from our records, please email info@physiofitwestwales.co.uk

9. Sharing with Third Parties

Information about our patients/clients/members is confidential. It is an important part of our business and we are not in the business of selling it to others.

We will not share your information with anyone outside Physiofit West Wales except:

Where we have your permission
With your Health or Medicolegal Insurance Company when it is required to provide funding or with your permission to provide details related to your medical condition
With your GP if required to provide appropriate medical support
With other healthcare professionals if required to provide appropriate medical support
Where we are required by law and by law enforcement agencies, judicial bodies, government entities, tax authorities or regulatory bodies around the world.
In anonymised form as statistics and other aggregated data shared with third parties, for example as part of research projects.

10. Your Rights

At Physiofit West Wales we want to ensure you are aware of your rights in relation to the personal information we collect and process about you.

If you wish to exercise any of the rights detailed below, if you have a query in relation to the way we use your personal information, or if you wish to complain to our Data Protection Officer, please call 01646 693333, email us at info@physiofitwestwales.co.uk

Please note that in some cases, if you do not agree to the way we process your information, it may not be possible for us to continue to provide you with our services.

Your Rights include:

The right of access
You have a right to access personal data held about you. This includes the right to obtain confirmation on whether we are processing any of your personal data, obtain a copy of the data we hold about you, or know more about the way we use your data.
The right to rectification
You have the right to rectify inaccurate personal information and to update incomplete personal information about you. If you believe that the information we hold about you is inaccurate, you have the right to request that we restrict the processing of that information and to rectify the inaccurate information.
The right to erasure
You have a right to request that we delete your personal information. You may request that we delete your personal information if you believe that: we no longer need to process your information for the purposes for which it was provided; we have requested your permission to process your personal information and you wish to withdraw your consent; or we are not using your personal information in a lawful manner. In some circumstances we may not be able to delete your data for legal or contractual obligations.
The right to restrict processing
You have a right to request that we restrict the processing of your personal information. You may request us to restrict processing your personal information if you believe that: any of the information that we hold about you is inaccurate; we no longer need to process your information for the purposes for which it was provided, but you require the information to establish, exercise or defend legal claims; or we are not using your information in a lawful manner.
The right to data portability
You have a right to data portability. Where we have requested your permission to process your personal information or you have provided us with information for the purposes of entering into a contract with us, you have a right to receive the personal information we hold electronically that you provided to us in a portable format. You may also request us to provide it directly to a third party, if technically feasible. We’re not responsible for any such third party’s use of your personal information, which will be governed by their agreement with you and any privacy statement they provide to you.
The right to object
You have a right to object to the processing of your personal information. This relates to information we process under legitimate interests, unless we can provide compelling and legitimate grounds for the processing, which may override your own interests, or where we need to process your information to investigate and protect us or others from legal claims.

11. Withdrawing Consent

You have a right to withdraw your consent. Where we rely on your consent to process personal information, you have a right to withdraw your consent at any time. We will always make it clear where we need your permission to undertake specific processing activities.

12. Complaints

You have a right to lodge a complaint with the regulator. If you are unhappy about the way we have used your personal information or the way we have dealt with any request you have made under your rights, please contact our Data Protection Officer who will investigate the matter. We hope this will rectify the situation to your satisfaction, but if you are still unhappy, you can contact the Information Commissioner's Office (ICO). For more information, visit www.ico.org.uk

13. Updating Your Information

To update the information we hold about you, you may do one of the following:

In Person: Please visit us at the clinic to update any of your details in person. Clinical information may require you to see a physiotherapist before your clinical record can be updated.

Email: info@physiofitwestwales.co.uk

You can update your address or email address by email. You may also request changes or cancellations to your appointments by email using the email address we hold on our Cliniko system for you. Please therefore ensure the email address you provide is up to date. If you would like to send us clinical information, you can do this but unfortunately we cannot guarantee the safety of this email during its journey to us.

Phone: 01646 693333

You can update any of your details over the phone, but we may require you to provide additional information to confirm your identity before we can make certain changes.

14. Children

Clients under the age of 18 must be accompanied by a parent or guardian that can take responsibility for their care.

Consent for all treatment plans must be given by both the client and parent or guardian to allow us to treat the individual.

If you or your child do not wish to receive emails or other communications from us please let us know by contacting 01646 693333 or email info@physiofitwestwales.co.uk

15. Communications

We will contact you for a number of reasons, and in a variety of ways. Below we have included some, but not necessarily all, of the communication channels that may be used between us and you.

If you would like to stop a particular type of communication, please contact us.

Automatic Communications:

Appointment Confirmation and Reminders

We have several automated communications that allow us to continue to provide effective services to you. Automated appointment confirmations and reminders and text reminders are automatically sent out using the details you have provided to us to reduce the risk of forgetting your appointment. You may opt out of these essential communications but you may be at risk of incurring cancellation or missed appointment fees as a result.

Email Messaging

We use three forms of email systems to communicate with our patients.

Individual Emails – We use Google Mail to communicate individual information related specifically to you that is not part of our automatic appointment email communication.

Self Referral Forms - We use a Cliniko approved integration package Snapforms to create the initial registration patient forms, further details on Snapforms Security & Privacy can be found here https://snapforms.com.au/security/

Practice Management Email Communication – We use the email system in our practice management software (Cliniko) to generate automatic email appointment confirmations, automatic email appointment reminders and communicate information generated within our practice management system, such as letters or accounts information to communicate this information with you. It is an essential part of our business to make these communications with you.

Automatic Information received by us via our website and email communications
We receive and store certain types of information whenever you interact with us. For example, like many websites, we use "cookies" and we obtain certain types of information when your Web browser accesses Physiofit West Wales. A number of companies offer utilities designed to help you visit websites anonymously. Although we will not be able to provide you with a personalised experience at Physiofit West Wales if we cannot recognise you, we want you to be aware that these tools exist.

16. External Links

Although this website only aims to include quality, safe and relevant external links, users are advised to adopt a policy of caution before clicking any external web links mentioned throughout this site.

Physiofit West Wales can not and does not guarantee or verify the contents of any externally linked website. You therefore click on external links at your own risk and Physiofit west wales cannot be held liable for any damages or implications caused by visiting any external links on this Site.

17. Social Media

Communication, engagement and actions taken through external social media platforms that this website and its owners participate on are custom to the terms and conditions as well as the privacy policies held with each social media platform respectively.

Users are advised to use social media platforms wisely and communicate/engage upon them with due care and caution in regard to their own privacy and personal details. Physiofit West Wales will never ask for personal or sensitive information through social media platforms and we encourage users wishing to discuss sensitive details to contact us through our primary communication channels i.e telephone or email.

This website may use social sharing buttons which help share web content directly from web pages to the social media platform in question. Users are advised before using such social sharing buttons that they do so at their own discretion and note that the social media platform may track and save your request to share a web page respectively through your social media platform account.

18. Security

Physiofit West Wales is committed to ensuring that your information is processed and kept securely with us and the third parties that act on our behalf.

19. Notices and Revisions

If you have any worries about privacy at Physiofit West Wales please email us a thorough description of your concerns and we will try to resolve the issue for you. Our business changes constantly and our Privacy Notice and the Terms & Conditions will also change.

Please check our website frequently to note any recent changes.

Last updated 24/06/2024