We are committed to protecting the privacy of all individuals that provide Personal Information to us. This Privacy Policy explains how we collect, protect, use and share personal information.

Who are we?

The website www.thinkphysio.co.uk (the “website”) and clinic is owned and operated by Think Physio (called in this notice “we”, “our” or “us”).

Purpose of this notice

This privacy notice tells you about the information we collect about you when you attend our clinic in person, visit our website or otherwise provide us with information.

It also tells you how you can exercise your rights (including the right to object to some of the data handling we carry out).

More information about your rights and how you can exercise them is set out in the “Your Rights” section below.

What personal data do we collect?

We collect personal data in a two of different ways - Indirect and Direct:

Indirect: Website traffic data, information about your computer and personal information that you send to us via the website or other means, such as by telephone or email.

Direct; Personal information that you provide to us in person during the course of your treatment.

Indirect Personal Data

How do we use this data?

When you browse our website, we use cookies to collect:

Information about your use of our website; we collect standard internet log information and details of visitor behaviour patterns.

We use this information to record visitor numbers, their use of different areas of the website and any useful features or links. We do not use this information in any way that would identify you personally.

We use a third party, Google Analytics, to collect this information but it is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. You can access Google’s Privacy Policy here.

Information about your computer; this includes your IP address, operating system and browser type.

We use this information to help maintain the security of our website and to identify trends so that we can improve its performance.

We also use this information to customise the website according to your interests and to ensure the website’s content is presented as effectively as possible for you. We do not use this information in any way that would identify you personally.

We collect this information for the purpose of our legitimate interests in maintaining and managing our website and ensuring its security.

If you do not want us to collect this information you can use your web browser’s “do not track” (“DNT”) facility to tell us that you don’t want to be tracked when you visit our website.

Further information about DNT can be found here.

For more information about how we use cookies on our website, see our Cookie Policy

Personal information that you send to us; You do not have to supply us directly with any information when you use our website or contact us by telephone or email. If you choose to use our Book Appointment or Contact Us features or otherwise get in touch with us, we will use the information you send us for the purpose of responding to your enquiry.

When we use your personal data for these purposes, we do so for our legitimate business interest in communicating with you in accordance with your wishes and expectations.

We will also use this data for the purpose of our legitimate interests in accessing appropriate professional advice and in order to ensure we comply with legal obligations to which our business is subject.

We collect this information for the purpose of our legitimate interests in the provision of physiotherapy services and maintaining and managing our website.

How long do we keep this information for?

Site traffic data and information about your computer: We will only keep information about your visit to our website for as long as is necessary for the purposes we’ve mentioned.

Information you provide or send to us: We will only keep your information for as long as is necessary in order to manage your query, in line with legal and regulatory requirements or guidance.

Who do we share this information with?

We share information about visitors to our website with service providers who help us administer and manage the website.

Otherwise we will not share your information with any third party unless:

• we have your permission;

• we are required to do so by law;

• this is necessary so that we can enforce our terms of use, rights or property or the rights or property of any third party; or

• this is necessary in connection with the sale of our business or its assets (in which case your details will be disclosed to our advisers and any prospective purchaser’s advisers and will be passed to the new owners).

Where do we transfer this information to?

Information we collect about your use of our website is stored within, and not transferred outside of, the European Economic Area.

Direct Personal Data

How do we use this data?

Personal information that you provide to us in person during the course of your treatment:

This may include names, genders, dates of birth, countries of birth, residential addresses, telephone numbers, email addresses, emergency contacts, health insurance numbers and treatment notes and records. This can include sensitive information such as health records.

We collect this information for the purpose of our legitimate interests in the provision of physiotherapy services and your ongoing treatment as required.

How long do we keep this information for?

We will only keep your information for as long as is necessary in order to manage your ongoing treatment and in line with legal and regulatory requirements or guidance.

Who do we share this information with?

There may be a requirement for you to receive care from other organisations during the course of your treatment with Think Physio, such as the NHS, and we may need to share some information about you for your benefit.

We will only ever use or pass on information if others involved in your care have a genuine need for it. We will not disclose your information to third parties without your permission unless there are exceptional circumstances, such as when the health or safety of others is at risk or where the law requires us to. Anyone who receives information from us is also under a legal duty to keep it confidential.

Where do we transfer this information to?

Information we collect about you in the course of your treatment is transferred and stored outside of the European Economic Area.

Cliniko Practice Management Software: We use a third party software platform called Cliniko to collect and store direct personal data. Cliniko’s Privacy Policy can be found here, which covers the European Union Standard Contract Clauses included in a Data Processing Addendum (DPA). This is necessary for clinics that operate in the European Union, or those that are bound to the General Data Protection Regulation (GDPR) requirements.

Rehab Guru Exercise Prescription Software: We use a third party software platform called Rehab Guru to send exercise programs to clients. Rehab Guru’s Privacy Policy can be found here.

Egress Protect Secure Email Encryption Software: We use a third party software platform called Egress Protect to send encrypted emails that contain sensitive client information. Egress’ Privacy Policy can be found here.

Zettle Payment Software: We use a third party software platform called Zettle to take payment for services provided. Zettle’s Privacy Policy can be found here.

Everyone working for Think Physio and any third party organisations and services that we provision to aid in the delivery of your care have a legal duty to keep information about you confidential.

Your Rights

You can ask us at any time to provide you with a copy of your personal data. In relation to personal data you have supplied to us, and which is held by us for the purpose of entering into a contract between us or on the basis of your consent, you are entitled to ask us for a copy of this information in a structured, commonly used and machine readable format so that you can reuse it or share it with other organisations.

If you think the personal data we hold about you is inaccurate or incomplete, you can ask us to correct it or complete it.

In some circumstances you also have the right to object to our processing of your data and can ask us to restrict our use of your data and to delete it.

There are some exceptions to these rights, however. For example, it will not be possible for us to delete your data if we are required by law to keep it or if we hold it in connection with a contract with you. Similarly, access to your data may be refused if making the information available would reveal personal information about another person or if we are legally prevented from disclosing such information.

If you wish to exercise any of these rights you should contact us.

Contacting us and your rights of complaint

Questions, comments or requests concerning this privacy notice are welcomed and should be addressed to Think Physio, 95 Bancroft, Hitchin, Hertfordshire SG5 1NZ .

If you have a concern about the way we handle your personal data you have the right to complain to the Information Commissioner (ICO). You can find details of how to do this on the ICO website or by calling their helpline on 0303 123 1113.

This privacy notice was last updated on 15 September 2021