Privacy Policy

At Physiohands Ltd trading as Oakham Physiotherapy Clinic, we take your privacy and the protection of your personal information very seriously. Because we work within healthcare, we handle sensitive details such as medical history, treatment records, and contact information. You can trust us to manage this responsibly, securely, and in line with UK data protection law.

What is Personal Information?

Personal information is any data that can identify you as an individual — such as your name, address, email, telephone number, financial details, or medical record.

Information We Collect

We may collect and process the following types of information:

• Contact details — your name, address, phone number, and email (for appointment reminders, cancellations, or clinic updates).
• Personal details — such as age, gender, medical history, lifestyle, and social circumstances (for providing healthcare and rehabilitation).
• Financial details — payment card details for clinic payments or insurance claim processing.
• Transactional details — for example, when working with health insurers or legal intermediaries (with your consent).
• Preferences — how you’d like us to contact you, and whether you’d like to receive clinic updates.
• Consent records — your agreement for us to treat you and, if relevant, share information with third parties such as insurers.

How We Collect Information

We collect information when:

• You give it to us directly (e.g. completing a registration form, booking an appointment, or contacting us).
• We receive it from third parties such as your GP, consultant, health insurer, or medico-legal company.
• You provide it electronically via our website or online booking system.

How We Use Your Information

We process personal data in order to:

• Provide physiotherapy and related services you have requested.
• Manage and confirm appointments, cancellations, and payments.
• Communicate with insurers or authorised third parties (with your consent).
• Send clinic information or marketing (if you have opted in).
• Comply with legal or regulatory requirements.
• Improve our services and ensure patient safety.

Legal Grounds for Processing Data

We rely on the following grounds under UK data protection law:

• Contract — to deliver the treatment or service you have booked.
• Legal obligation — where we must process data for regulatory compliance.
• Legitimate interest — to provide services safely and effectively, such as monitoring treatment outcomes.
• Consent — for marketing communications and for sharing data with third parties (e.g. insurers).
• Special category data — medical/health details processed only with your consent and solely for your treatment.

How Long We Keep Information

• Medical notes must be stored securely for 7 years after your last treatment (or until age 25 if you were under 18 at the time of treatment).
• In some cases (e.g. occupational health), retention periods may be longer in line with legal requirements.
• Once the retention period has expired, records are securely destroyed.

Who We Share Information With

We only share your data when necessary and appropriate:

• With your consent, e.g. with your GP, consultant, or health insurer.
• With legal intermediaries in the case of insurance or medico-legal claims.
• If required by law (e.g. court orders or fraud prevention).
• Never for marketing purposes outside Oakham Physiotherapy Clinic.

Your Rights

You have the right to:

• Access the personal data we hold about you.
• Request corrections to inaccurate data.
• Withdraw consent at any time (for marketing or third-party sharing).
• Request deletion of your data when legally possible.
• Lodge a complaint with the UK Information Commissioner’s Office (ICO).

Contact Us

If you have any questions about this policy or wish to exercise your rights, please contact:

Paula White, Clinical Director