FAQs
 

At Plus Physio, we are committed to protecting and respecting your privacy. This policy together with our website terms of use, provides you with details of how we collect and process your personal data through the use of our website www.plusphysio.co.uk. This includes any information you may provide when sending a message through the website or to make a booking. We are committed to protecting your personal information according to the DPA (Data Protection Act) 2018 and UK GDPR (General Data Protection Regulation). If you have any concerns or questions about our policy or practices, please contact us at admin@plusphysio.co.uk. If you disagree with the terms of this policy, please discontinue using this site and our services. Contact Details: Our full details are: Julie Robinson T/A PlusPhysio Email: admin@plusphysio.co.uk Postal address: 5 Deans Farm Buildings, Stratford Sub Castle Wiltshire SP1 3YP ICO registration No. 00012982677 It is very important that the information that we hold about you is accurate and up to date. Please keep us updated with any changes to your personal information by emailing us at admin@plusphysio.co.uk. Our core beliefs regarding user privacy and data protection User privacy and data protection are human rights We have a duty of care to the people within our data Data is a liability, it should only be collected and processed when absolutely necessary We will never sell, rent or otherwise distribute or make public your personal information What data do we collect about you? Through our role of providing professional advice and physiotherapy treatment, we may process the following types of personal data provided by you. Identity Data: This includes your first name, surname, title, date of birth and gender Contact details: This includes your address, email address and telephone numbers. Billing data: This includes details about payments between us, and invoicing to third party insurance companies when applicable. Card payments are processed through Izettle. Clinical Data: This is health related information that you have shared with us during a consultation for the purpose of receiving advice and treatment. Only the treating clinician has access to your clinical information and all clinicians are registered with the Health and Care Professions Council (HCPC) and the Chartered Society of Physiotherapists (CSP). These governing bodies have strict codes of conduct relating to the collection and sharing of clinical information. We require your full name, address and date of birth so that we can identify your medical records correctly (as these are legal documents) and also to identify you correctly in any necessary correspondence with 3rd parties that you authorise. Should your name (eg. marriage) or address change, it is important that you let us know so that we can ensure your records are updated. We request your email address and telephone number(s) in order to contact you regarding your appointments, or with appointment reminders, or relating to your treatment at the Plus Physio. Should these details change, it is important that you let us know so that we can ensure your records are updated. We do NOT share or pass on these personal details to any 3rd party. You are not obliged to provide your email address or telephone contact details. And if, subsequently, you would like us to remove your email address and telephone number(s) from our database, let us know, and we shall do so within 5 working days. Please note that, without this information, we would be unable to contact you should we need to inform you of a change to your appointment in the event that your therapist is unavailable to see you, or we would be unable to send an email appointment reminder. If you choose not to receive an appointment email reminder, and you miss your appointment, you will be charged the full fee, for the missed appointment. We may also use your personal details to contact you (by post, email or text) with information, such as newsletters, that you may find of interest regarding our services or of a general healthcare matter, or with requests for feedback. We would seek your consent prior to doing so, and you may subsequently withdraw your consent if you wish – simply let us know, and we shall stop doing so within 5 working days. How we collect your personal data We collect data about you through a variety of different methods. These include: Direct interactions: You provide information when using forms on our website, by communicating with us by post, phone, email or by use of the Physitrack App using your unique login. Data collected by third parties: Google Analytics Like most websites, this site uses Google Analytics (GA) to track user interaction. We use this data to determine the number of people using our site, to better understand how they find and use our web pages and to see their journey through the website. Although GA records data such as your geographical location, device, internet browser and operating system, none of this information personally identifies you to us. GA also records your computer’s IP address which could be used to personally identify you but Google do not grant us access to this. We consider Google to be a third party data processor Google Maps When you interact with a page containing Google Maps, your browser connects to Google Maps. IZettle Payment Contact, financial and transaction data collected by Izettle. Their privacy policy can be viewed at https://www.izettle.com/gb/privacy-policy Physitrack App Login and usage data is recorded by Physitrack if you wish to make use of the App for the purpose of completing home exercise. Physitrack‘ s privacy policy here https://www.physitrack.com/privacy How we use your personal data We will only use your personal data when it is legally appropriate to do so in order to provide clinical care. We do not at present participate in email marketing nor pass on your details to third parties not included within this policy without your permission unless legally required to do so. Information Security We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place appropriate physical, electronic and managerial procedures to safeguard your information. Links to other websites Our website may contain links to other websites/third parties which may be of interest to you. Once you have used these links to leave our site, we have no control over those sites and therefore we cannot be responsible for the protection and privacy of any information you provide to such sites. Cookies We use traffic log cookies to help identify which pages are being used. This helps us analyse data about web page traffic and improve our website for you the user as we monitor the information which you find most useful. Most web browsers automatically accept cookies but you can usually modify your browser settings to decline cookies if you prefer. This may affect your interaction and experience of the website. What if I don’t want my data stored? Once your treatment is complete, your treatment notes will be electronically archived. Clinical healthcare notes must be kept securely for 8 years after the completion of treatment in the case of adults and 25 years for any patients under 18 years old. If you have submitted your personal information to us without receiving treatment, your information will routinely be removed from our records. Should you wish, you may make your preferences known to have your data removed at the earliest opportunity. Data Protection Officer We have appointed a Data Protection Officer (“DPO”) who is responsible for overseeing questions concerning this privacy notice. If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact Data Protection Officer, at our e-mail admin@plusphysio.co.uk Do we make updates to this policy? We may update this privacy policy from time to time. The updated version will be effective as soon as it is accessible on the website www.plusphysio.co.uk. If we make material changes to this privacy policy, we may notify you either by prominently posting a notice of such changes within the clinic and social media or by directly sending you a notification. We encourage you to review this privacy policy frequently to be informed of how we are protecting your information. Can I see the data you hold about me? Yes, after the submission of a written request to view the data we hold, a copy of your information will be provided.

We understand that sometimes it maybe necessary to cancel an appointment. As a small business, missed appointments and late notice cancellations can have a significant impact. Please let us know as soon as possible if you are unable to attend. For appointments cancelled with less than 24 hours notice the full appointment fee will be payable. If you are unsure whether you can attend, it's best to contact us as soon as possible. Our rights to cancel or reschedule. Very occasionally due to circumstances beyond our control, it may be necessary to cancel or reschedule your appointment, even once a booking has been confirmed. Late arrival If you are more than 15 minutes late for an appointment, we may still need to end the appointment at the scheduled time in order not to impact other patients. Alternatively, you may choose to reschedule your appointment with the full fee payable.

We aim to provide the highest quality services possible through the delivery of safe, effective, and person-centred care. We use the views and experiences of people who use our services to make continuous improvements. Our complaints process is a key component of this. Plus Physio Principles for Managing Complaints Plus Physio aims to resolve complaints as quickly as possible, particularly through an immediate informal (verbal) response The first stage is local resolution whereby your complaint would take the form of a verbal or written submission to the clinician who treated you or the team member involved. Local resolution exists to help resolve complaints quickly where a more formal complaint may not be required. For example, the complaint may be the result of a simple misunderstanding where a verbal explanation and if necessary an apology could resolve the complaint. If a resolution cannot be reached, Plus Physio will inform the complainant of how they can escalate their complaint or obtain an independent review of their complaint (if appropriate) How to Complain If you are not happy with your experience or treatment, or that of someone you care about, we would encourage you first speak to the person responsible for providing the care and resolving problems – for example, the clinician or therapist. If you are not satisfied with the outcome of this resolution, you can contact us via the details below to make a formal complaint in writing. If you wish to complain about your treating clinician, but do not wish to contact them directly, you can do so by contacting us via the details noted below, and we will treat your complaint formally in line with our Complaints Policy and Procedure. For complaints in writing please write a letter or email using the contact information below: Plus Physio 5 Deans Farm Buildings Stratford Sub Castle Wiltshire SP13YP Where to get independent advice if unhappy? Any complainant who is still unhappy after we have concluded our investigations and provided a response can seek an independent help; The Health and Care Professions Council (HCPC) is the regulatory body that handles complaints concerning the professional conduct and performance or fitness to practice of a physiotherapy registrant. They can be contacted at feedback@hcpc-uk.org The Chartered Society of Physiotherapy (CSP) is responsible for maintaining and protecting the reputation of the physiotherapy profession as well as that of the Society. If a CSP member has acted in a way to damage public trust or confidence (including on social media), please email complaints@csp.org.uk Or you can write to the Chartered Society of Physiotherapy: Chartered Society of Physiotherapy 14 Bedford Row London WC1R 4ED www.csp.org.uk