Introduction

This privacy policy provides information on how Crawley Physiotherapy Clinic collects, uses, secures, and shares your information as our patient. Not only do we care about ensuring you are restored to pain-free health, quickly and effectively, we are committed to protecting your personal information and being transparent about what data we hold.

The terms, ‘we’, ‘us’ and ‘our’ are references to Crawley Physiotherapy Clinic.

In accordance with the rules of the General Data Protection Regulation (‘GDPR’, for further information please visit www.ico.org.uk), Crawley Physiotherapy Clinic acts as a ‘data controller’ and this privacy notice sets out the basis on which the data that we collect from you will be processed, whether this information has been gained through our website, or via other methods and platforms, that you have engaged in to communicate with us.

It is important for you to read this policy fully to understand what information we hold about you, how we may use it and how you can access, update and delete your personal information. By accessing, browsing or otherwise using our website and digital channels, and also by engaging in our services, you are confirming that you have read and agreed to be bound by the Website Terms and Privacy Policy, and you consent to Crawley Physiotherapy Clinic holding, processing and transferring any personal information that you provide us. If you do not agree with any part of this Privacy Notice, you should not use our website or use our services.

About Crawley Physiotherapy Clinic

We are physiotherapy specialists based in Crawley and you can contact us via the following means:

• Our website: https://www.crawleyphysiotherapy.co.uk
• Our registered office address: 4 Stable Park, Effingham Road, Copthorne, Crawley, RH10 3HY
• Our contact number: 07490072592
• Our email address: info@crawleyphysiotherapy.co.uk

Please direct any queries relating to this privacy policy or your personal data held by us, either to the registered address or the email address as listed above.

The Relevant Laws & Your Rights

Amongst the many laws and regulations regarding Data Protection and Privacy, the General Data Protection Regulation (GDPR) 2016 is one of the most important, along with the Data Protection Act 1998 and the Privacy and Electronic Communications Regulations 2003 and 2011. Further information regarding these regulations and your rights can be found at the UK Information Commissioners Website: www.ico.org.uk .

Please note that when asserting your rights listed below briefly, Crawley Physiotherapy Clinic may be able to invoke certain exemptions that allow us to continue to access and process your personal information and we may deny any requests made by yourself in order for us to comply with another legal obligation, or for the establishment, defence or exercise of legal claims. We will make reasonable efforts to fulfill your request; we reserve the right to charge a fee where permitted by law; and we may ask you to provide proof of identity in order to process your request.

You have the right to access your personal information; you have the right to update your personal information; you have the right to erase your personal information; you have the right to restrict the processing of your personal information; you have the right to anonymise your data; you have the right to transfer your personal information; you have the right to object to the processing of your personal information; and you have the right to obtain a copy of personal information safeguards used for transfers outside your jurisdiction.

If you have concerns on the way that we are handling your personal data, you have the right to lodge a complaint with the ICO (further details can be found on their website www.ico.org.uk), although we ask you to try to resolve these issues with us first, even though you may complain to a supervisory authority at any time.

Information we may collect and hold on you

We may collect personal data that identifies you, when voluntarily provided by yourself (via our website or other online platforms, through email contact, telephone contact or in person) or from a third party to whom you have provided your prior consent to disclose the information to us. The data that we typically will collect includes:

• Basic details such as name, address and contact details;
• Details of contact we have had with you throughout your treatment with us including information regarding treatment sessions;
• Professional information (including but not limited to job title, qualifications, previous experience and NI number);
• Details of the services you have accessed;
• Treatment notes and reports about your health and any treatment you have received;
• Your feedback and treatment progress information;
• Information surrounding complaints and incidents which may have arisen;
• Recordings of calls, inbound and outbound;
• Details of visits to our website (including your IP address, login information, and other analytical information). Please refer to our Cookie heading below for more details; and,
• Any other personal data we collect in the course of providing our services or in the course of operating our business.

Please note that when you are communicating with Crawley Physiotherapy Clinic via a social networking site, such as Twitter or Facebook, this site may also be collecting and using your personal data. This privacy policy only applies to our use of your information received through Crawley Physiotherapy Clinic directly.

Please note that Crawley Physiotherapy Clinic is not liable for any privacy policies and any privacy practices of other online platforms e.g. social media platforms, and of other third parties who you may provide your details to. They may have their own collection and use policies which we suggest your familiarise yourself with. Our privacy policy does not apply to any third party companies or websites to which we may provide links to.

If you are wishing to provide us with personal information that belongs to someone else, you must ensure that you have obtained their prior consent for you to disclose this to us, and for us to process this data. By providing their information to us, we will assume that such consent has been obtained, in accordance with the terms of this privacy policy.

How will we use this information?

In general we use your data to provide our services to you, including the following specific purposes:

• Responding to your initial queries and requests for further information about Crawley Physiotherapy Clinic;
• Supporting you throughout your treatment;
• Sending you your service related information;
• Decision making by the healthcare professionals involved in your treatment;
• For administrative and record keeping purposes;
• To obtain your feedback in relation to your experience with Crawley Physiotherapy Clinic;
• To assemble statistical data;
• To facilitate marketing and business development;
• To allow the billing of services provided and to obtain payment or collect debts;
• To process and respond to any complaints, concerns or incidents;
• To support the legitimate interests of our business
• To comply with any other legal, professional or regulatory obligations; and,
• To audit our services and the use of our websites.

We have the right to continue to process your data for many legal reasons such as performance of contract and compliance with regulatory and legal obligations, or any other legitimate interest we may have as a business. As such we may process your data without your knowledge or consent, where the law requires this.

Please note that we have a legal requirement to document your treatment. These notes may include further sensitive data about your health, which will be used only in accordance with the provision of our health care services and to assist you in your care plan. Please note we always act in accordance with our duty of confidentiality.

We may extend the use of your personal data, if this is in line with the original purpose for which we have obtained it. We may for example speak to other practitioners or medical advisers to assist in your treatment programme.

If we need to use your personal data for an unrelated purpose, we will ensure we have explained this to you and obtained your prior consent.

Sharing Data

We may share your data with third parties due to a legal or regulatory obligation; as a result of changes in our business ownership; to ensure payment of owed bills e.g. referring to a debt collection agency; if you have requested for us to do so; and in order to fulfill our treatment obligations to you.

We will not transfer your data outside of the European Union.

Retaining data

Crawley Physiotherapy Clinic has various procedures in place, (including physical, operational and electronic ones), in order to secure and safeguard the data we collect. We keep our procedures under review and update them when necessary.

Crawley Physiotherapy Clinic must keep your records for a minimum period of time in order to comply with legal and regulatory obligations imposed on our healthcare industry. We will typically retain your data for a period of 8 years, if it is no longer required for the lawful purposes for which it was obtained.

The length of time for which we will retain your data may also depend on the following factors:

• The length of time necessary to complete our contract with you;
• Any time limits for establishing or defending legal claims or responding to complaints/incidents;
• Any period necessary to comply with our legal obligations under EU/UK law; and,
• Any periods for retention that is recommended by regulators or professional bodies.

Cookies

Cookie data is that which relates to your usage of our site. As such, your browser may send us data such as the time, date and duration of your visit, your IP address, the website that linked you to us, and the pages you have visited on our site.

Cookies enable a website to track the patterns of usage, in order to assist you further on your next visit.

If you do not want to receive cookies, then we would recommend you alter your browser settings and delete the cookies set on your device.

We confirm that Crawley Physiotherapy Clinic uses Google Analytics, which is a web analysis service provided by Google. No data that personally identifies an individual (such as a name, email address or billing information) is tracked, collected or uploaded. We may collect and report on the adoption and usage of specific features, crashes and exceptions and other useful, anonymous metrics. Google’s privacy policy can be found here, however we would suggest for you to explore Google’s own terms and conditions, as Crawley Physiotherapy Clinic does not accept any liability for Google’s terms, conditions and policies: https://www.google.com/policies/privacy/

Indemnity

You acknowledge that you are solely responsible for the use to which you put this website and all information you obtain from it.

All warranties, conditions, representations and terms are hereby excluded to the fullest extent permitted by law. We and all contributors to this website hereby disclaim to the fullest extent permitted by law all liability for any loss or damage including any consequential or indirect loss or damage incurred by you, whether arising in tort, contract or otherwise, and arising out of or in relation to or in connection with your access to, or use of, or inability to use this website.

In addition, we can accept no liability in respect of any changes made to the content of this Website by unauthorised third parties. Furthermore, any software, which may be offered by the Website from time to time, is downloaded at your own risk. If you are in any doubt as to the suitability of this software for your computer, it is recommended that you obtain specialist advice before downloading it.

We do not warranty that the Website will be available at any time. We will attempt to correct all faults as soon as we reasonably can.

Updates to this policy

This Privacy Policy was last updated on 29 May 2018. We reserve the right to change the content of our website, including this Privacy Notice at any time, by posting such changes on our website. It is your responsibility to familiarise yourself with the Privacy Notice regularly to ensure that you are aware of any changes. Your continued use of our website, digital channels and services following the posting of any such changes will constitute your acceptance of the revised Privacy Notice.