Privacy Policy
1. About This Policy
This Privacy Policy explains how Embody Physiotherapy & Pelvic Health collects, uses, stores and protects your personal information.
Embody Physiotherapy & Pelvic Health is a small, independent physiotherapy clinic providing musculoskeletal, women’s health and pelvic health physiotherapy services. We only collect personal information where it is needed to respond to enquiries, manage appointments, provide safe and appropriate care, keep clinical records and meet our legal, professional and insurance obligations.
For the purposes of UK data protection law, Embody Physiotherapy & Pelvic Health is the data controller for the personal information we collect and use.
This policy applies when you use our website, contact us by email, phone or contact form, book an appointment, attend the clinic, or receive physiotherapy care from us.
2. Information We Collect
We may collect and use the following types of personal information:
- Name
- Email address
- Phone number
- Address, where required
- Date of birth, where required for clinical records
- Appointment details
- Information you provide through our contact form, email, phone or booking system
- Health, medical and lifestyle information relevant to your enquiry, assessment or treatment
- Clinical notes, assessment findings and treatment records
- GP, consultant or other healthcare professional details, where relevant
- Payment, invoice and receipt information
- Communication history with the clinic
When you use our website, we may also collect limited technical information, such as your browser type, device type, pages visited and basic security logs. This helps the website function properly and remain secure.
3. How We Use Your Information
We use your personal information to:
- Respond to enquiries
- Arrange, manage and confirm appointments
- Provide physiotherapy assessment, advice and treatment
- Keep accurate clinical records
- Send appointment confirmations, reminders and service-related messages
- Manage payments, invoices and receipts
- Communicate with you about your care
- Liaise with other healthcare professionals where appropriate
- Meet legal, professional, regulatory and insurance obligations
- Maintain website security and functionality
- Manage and improve our clinic administration
We do not sell your personal information.
We do not share your personal information for third-party marketing.
4. Our Lawful Basis for Using Your Information
Under UK data protection law, we must have a lawful basis for using your personal information.
Depending on the purpose, we may rely on one or more of the following lawful bases:
- Contract Where we need to use your information to provide services you have requested, such as booking and delivering physiotherapy appointments.
- Legitimate interests Where it is necessary for running the clinic, responding to enquiries, keeping appropriate records, managing communications and maintaining website security, provided your rights and interests do not override those interests.
- Legal obligation Where we need to keep or share information to comply with legal, tax, accounting, professional or regulatory requirements.
- Consent Where we ask for your clear permission, for example for certain optional communications or where consent is clinically or legally required.
5. Health and Special Category Information
Health information is classed as “special category data” under UK data protection law and receives extra protection.
As a physiotherapy clinic, we may need to collect information about your health, symptoms, medical history, treatment, medication, pregnancy or postnatal status, pelvic health, lifestyle and functional goals.
We use this information only where necessary to provide safe and appropriate care, keep accurate clinical records, meet professional standards, or comply with legal, insurance and regulatory requirements.
Our additional condition for processing health information is usually that processing is necessary for the provision of health care or treatment. In some circumstances, we may also rely on your explicit consent, legal claims, or other permitted conditions under data protection law.
6. Contact Forms, Email and Phone Enquiries
If you contact us through the website, by email or by phone, we use the information you provide to respond to your enquiry and manage any next steps.
Please only include health or medical information that is relevant to your enquiry. More detailed clinical information can be discussed during your appointment or through the clinic’s booking or clinical systems where appropriate.
7. Online Booking System
We use an online booking system to manage appointments.
When you book online, the booking provider may collect information such as your name, contact details, appointment type, appointment time and relevant booking information. The booking provider processes this information on our behalf so that appointments can be arranged and managed properly.
The booking system may also provide its own privacy information, which you may be asked to read when booking.
8. Cookies and Website Analytics
Our website may use cookies and similar technologies. Some cookies are necessary for the website to work properly, including cookies that support forms, security, accessibility or basic website functions.
We do not currently use Google Analytics.
If we add analytics or non-essential cookies in the future, we will update this Privacy Policy and provide suitable cookie consent options where required.
You can also control or block cookies through your browser settings.
9. Who We Share Information With
We only share personal information where necessary and appropriate.
This may include sharing information with:
- Our online booking system provider
- Website, hosting, email or IT service providers
- Payment processors, where relevant
- Accountants, bookkeepers or professional advisers
- Insurance providers
- Other healthcare professionals, where appropriate
- Regulators, professional bodies or legal authorities, where required
- Emergency services, where necessary to protect vital interests
Only the information needed for the relevant purpose is shared.
Where third-party service providers process personal information on our behalf, they are expected to keep it secure and use it only for the agreed purpose.
10. How Long We Keep Information
We only keep personal information for as long as necessary.
General enquiries are usually kept only for as long as needed to respond and manage any follow-up.
Clinical records are kept for longer because physiotherapy clinics have professional, legal and insurance obligations to maintain appropriate treatment records.
Financial records, including invoices and payment information, may be kept for accounting and tax purposes.
When personal information is no longer needed, it will be securely deleted, destroyed or anonymised where appropriate.
11. How We Protect Your Information
We take reasonable steps to protect your personal information.
This includes using secure systems where possible, limiting access to personal information, keeping clinical information confidential, and working with trusted service providers.
No online system can be guaranteed to be completely secure, but we take privacy, confidentiality and data protection seriously.
12. Your Rights
You have rights over your personal information. These may include the right to:
- Ask for access to the personal information we hold about you
- Ask for incorrect or incomplete information to be corrected
- Ask for information to be deleted, where this applies
- Ask us to restrict how we use your information
- Object to certain uses of your information
- Ask for certain information to be transferred to another provider
- Withdraw consent where we rely on consent
Some rights may be limited where we need to keep information for legal, clinical, insurance or professional reasons.
To ask about your personal information, please contact us using the details at the top of this policy.
13. Complaints
If you have concerns about how your personal information is handled, please contact Embody Physiotherapy & Pelvic Health first so we can try to resolve the matter.
You also have the right to complain to the Information Commissioner’s Office, the UK data protection regulator:
Website: https://ico.org.uk
Phone: 0303 123 1113
14. Updates to This Policy
We may update this Privacy Policy from time to time, for example if our website, booking system, services or legal obligations change.
The latest version will be available on this website.
15. Contact
For questions about this Privacy Policy or how your personal information is used, please contact:
Embody Physiotherapy & Pelvic Health
13 High Street, Eccleshall, ST21 6BW
Email: info@embodyphysiotherapy.co.uk
Phone: 07984 194 216