At Physiocare, we’re committed to protecting and respecting your privacy.
This Policy explains when and why we collect personal information, how we use it, the conditions under which we may disclose it to others and what choices you have. It relates to all our business activities, not just this website.
We may change this Policy from time to time so please check this page occasionally to ensure that you’re happy with any changes. By using our services, you’re agreeing to be bound by this Policy.
Review Date: 04/05/2022
Author: Elizabeth Jones
1. Who are we?
We are Physiocare, a physiotherapy practice treating hundreds of patients with musculoskeletal problems such as sports injuries, postural problems, neck and back complaints and post-operative rehabilitation. In keeping with our total body approach, we also treat a range of other conditions perhaps not traditionally associated with physiotherapy, such as vertigo, dizziness and stress incontinence. We also provide Massage, Pilates, Gym Memberships and Beauty services.
Physiocare is a trading name of The Really Fit Company Limited.
Registered in England. Company No.: 3691028
Registered Office: 291 Greys Road, Henley-on-Thames, Oxon. RG9 1QT
Full contact details can be found on our website contact page.
2. How do we collect information from you?
We obtain information about you when:
- you visit our website
- you contact us via our website to enquire about any of our services
- you book and attend appointments for any our services
- you sign up for our email newsletter
- you leave a comment or review on our blog or product pages
- you purchase an item from our store
- you sign up for a user account on our website
- you sign up to join our email waiting list for an out-of-stock product
- you provide us with a testimonial
- we receive communication from multidisciplinary professionals involved in your care
- we receive communication from other healthcare intermediaries involved in your care
3. What information do we collect & how is it used?
The table in section 3.3 below outlines exactly what information we collect, and for what purpose.
3.0. Sensitive Data
We do gather sensitive personal data relating to health matters pertinent to the provision of our services. Such data is provided with explicit consent of the client, by themselves or their representatives. We do not gather other sensitive data (e.g. genetic, biometric data; racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, sexual orientation, and criminal convictions).
3.1. Children’s information
Our services may be directed to children under 13. Any relevant information is only collected with the explicit consent of the individual holding parental responsibility for that child. If you learn that a child under 13 has provided us with personal information without consent, please contact us.
3.2. Third Parties
We will not sell or rent your information to third parties.
We will not share your information with third parties for marketing purposes.
We may pass your information to third party service providers who we have engaged for the purpose of completing tasks and providing services to you on our behalf. We disclose only the personal information that is necessary to deliver the service.
We also use a number of 3rd party services to help us fulfil our contractual obligations. These 3rd party services are listed in full below; we have verified that these 3rd party services are GDPR compliant (or are working towards GDPR compliance), and are certified under the EU-US Privacy Shield Framework (or are working towards certification) where these organisations are based outside of the EU.
The following table outlines the personal data we collect and for what purpose. The table also outlines the 3rd parties the data is processed by or shared with, and how long the data is stored for:
|Name||What||Legal Ground||Purpose||3rd Parties||Data Retention|
|Clinical & Invoicing||Client contact, treatment and invoicing records||Legal obligation||To provide a record of clinical care||TM2|
On site practice management software
|Clinical treatment and accounts records held indefinitely for provision of direct care.|
|Blog Comments||Website commenter name, email address and website||Legitimate interests||To allow website users to comment on and discuss blog posts, or ask questions.||Held within WordPress database, hosted with WP Engine||Until request for deletion. To maintain flow of conversation comments may not be deleted on request, but all personally identifying information will be removed.|
|Woocommerce User Accounts||Client contact information & IP address||Contract||Required to set up a user account for purchasing services||Held within WordPress database, hosted with WP Engine||Until request for account deletion|
|Analytics||Website visitor behaviour (anonymised – full IP address is NOT stored)||Legitimate interests||To analyse popular content, website performance, etc – so we can further improve.||Google Analytics|
We have signed EU model contract clauses & anonymise IP addresses
|Data retention period set to 14 months|
NB: not personal data
|Server Logs||IP address||Legal obligation||To help prevent DoS (Denial of Service) attacks; for website security and diagnostics||WP Engine||Server logs are stored unencrypted for 7 days, and then moved to an encrypted backup which is stored indefinitely and only accessible by WP Engine.|
|DNS Log Data||IP address, system configuration information, etc||Legitimate interests||Cloudflare provides DNS, web optimization and security services for our website||Cloudflare||Stored indefinitely|
4. Controlling your information
You have certain rights concerning the information we hold about you, as defined under the General Data Protection Regulation. If you wish to exercise these rights, please contact us, including your email address in the first instance (this is the unique identifier we use to identify and collate personal information).
4.0. Requesting a copy of your information
You may request a copy of any data we hold about you. Upon request, we will provide a CSV file (which you may open in a program such as Microsoft Excel) containing the personal data we hold on record about you.
4.1. Updating or correcting your information
The accuracy of your information is important to us. If you change email address, or any of the other information we hold is inaccurate or out of date, please contact us so we may correct our records.
4.2 Deleting your information
You have the right to request erasure of your personal information. Unless there is a compelling reason for the data not to be erased (for example, if we need to use that data to fulfil our contractual or legal obligations), your personal data will be deleted on request.
Users have the ability to leave comments on our blog. To maintain flow of conversation, blog comments will not normally be deleted (unless there is a compelling reason to do so), but all personally identifying information will be removed.
4.3 Automated decision making
We do not use any personal information for automated decision making or profiling; your data is not subject to automated decision making or profiling.
5. Use of ‘cookies’
- Google Analytics: Google Analytics sets cookies to help us accurately estimate the number of visitors to the website and what content is most popular. This helps to ensure that our website is responding to your needs in the best way possible.
- WooCommerce: Our online shop is run using a piece of software called WooCommerce. WooCommerce sets a number of cookies to keep track of cart data.
- Facebook: Our website includes an embedded Facebook timeline. Facebook sets a number of cookies to facilitate this.
By using and browsing our website, you consent to cookies being used in accordance with this Policy.
If you do not consent, you must turn off cookies or refrain from using the site. Most browsers allow you to turn off cookies. To do this, look at the ‘help’ menu on your browser. Switching off cookies should not noticeably restrict your use of this website, with the exception of our online shop and ‘My Account’ facility, which require cookies to be enabled. If you wish to make a purchase or update your account and do not wish to enable cookies, please contact us directly so we may help you.
Physiocare takes security seriously. In order to protect your information from loss, misuse or unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect. These steps include the following:
- Data minimisation
- Password best practice
- Security best practice concerning devices (PCs, laptops, mobile devices), online accounts, website hosting, physical access and storage
- Staff training and accountability on data protection
A copy of our internal Data Security Policy is available on request.
7. Data Breaches
Our Data Security Policy includes a clear process for handling a personal data breach, should one occur. Where appropriate, Physiocare will promptly notify you of any unauthorized access to your personal information.
If you wish to raise a complaint on how we have handled your personal information, you can contact us directly and we will investigate the matter.
If you are not satisfied with our response or believe we are processing your personal information not in accordance with the law you can complain to the Information Commissioner’s Office (ICO).