Privacy policy

In accordance with the UK regulation for data protection and safety, we need your consent for treating and store your data in order to service your needs at this time. It is necessary that you read the privacy statement and give your consent that you have understood its content and agree with it prior your first appointment.

Everytime you book your Initial Assessment session at COMPLEMENT you will receive a Welcome Email with a link that you can follow to fill an online GDPR/Privacy Consent Form. You will receive a separate email containing our full GDPR Privacy Policy document (downloadable at the end of this page).

WHAT DATA WE COLLECT

We collect several personal information from you in order to enable us to provide you with the best possible treatments and care. This includes the following:

• Information you provide when you attend the COMPLEMENT clinic for your Initial Assessment appointment; specifically email address, phone number, first name and last name, date of birth, address, and medical history.

• Information generated throughout your treatment; including treatment notes and medical alerts.

• Your marketing preferences.

• Information you may share with us in connection with surveys, contests, or promotions.

HOW WE USE YOUR DATA

When you supply your personal details to this clinic they are stored and processed for the following reasons:

• Provision of services. We need to collect personal data about your health in order to provide you with the safest and highest possible standards of care. Your requesting treatment and our agreement to provide that care constitutes a contract. You can, of course, refuse to provide the information, but if you were to do that we would not be able to provide treatment. We have a 'Legitimate Interest' in collecting your personal data, because without it we couldn't do our job effectively or safely.

• Communicating with you. We also think that it's important to be able to contact you in order to confirm your appointments with us or update you on matters related to your medical care. This again constitutes 'Legitimate Interest' but this time it is your legitimate interest.

• Marketing and promotions. Provided we have your consent, we may occasionally send you general health information in the form of newsletters, articles, or advice. You may withdraw this consent at any time, by contacting us or by following the unsubscribe instructions in such communications. We may also contact you to promote our services and send you tailored marketing communications about services, offers, programs and promotions at ‘COMPLEMENT - Osteo & Physio’ and measure the success of those campaigns. For example, we may send marketing communications to you based on what we think may interest you based on other information we hold about you.

HOW WE STORE YOUR DATA

We have a legal obligation to retain your records for 8 years after your most recent appointment (or until age 25, if this is longer) but after this period you can ask us to delete your records if you wish. Otherwise, we will retain your records indefinitely so that we can provide you with the safest and best possible care should you need to see us at some future date.

All Data is held in the United Kingdom. COMPLEMENT - Osteo & Physio does not store personal data outside the EEA.

Patient records are stored on Cliniko, a cloud based solution located in Australia. Cliniko has signed a contract with this practice to protect patient data subject rights in accordance with GDPR.

WHO WILL HAVE ACCESS TO YOUR DATA

We will never share your data with anyone who doesn't need access without your written consent. Only the following people/agencies will have routine access to your data:

• Your practitioner(s) in order to provide you with treatment

• The medical records service that stores and processes our files

• Other administrative staff. Again, administrative staff will not have access to your medical notes, just your essential contact details.

YOUR RIGHTS

We want you to be absolutely confident that we are treating your personal data responsibly, and that we are doing everything we can to make sure that the only people who can access that data have a genuine need to do so.

You have a right to see what personal data of yours we hold, and to request us to correct any factual errors. Provided the legal minimum period has elapsed, you can also ask us to erase your records. If you feel that we are mishandling your personal data in some way, you have the right to complain.

Access requests, amendments, requests to delete records, and complaints need to be sent to what is referred to as the “Data Protection Officer”. Here are the details you need for that:

Tommaso Luccarini

Telephone 07379 346157 or email: info@complement-osteo.com

If you’re not happy with how we are processing your personal data, please let us know by sending an email to the above address. We will review and investigate your complaint, and try to get back to you within a reasonable time frame. You can also complain to the Information Commissioner's Office or your local data protection agency. They will be able to advise you on how to submit a complaint.

ICO - Information Commissioner’s Office

Wycliffe House, Water Lane, Wilmslow, SK9 5AF Telephone +44 (0) 303 123 1113 or email: https://ico.org.uk/global/contact-us/email/

You can download here our GDPR-PRIVACY NOTICE document.