FAQ’s
Where is Wendy Farren physiotherapy located?
I work at the Health Hub in Kingsbridge. It is located at the top of Fore Street, just beyond the police station. The full address is The Health Hub, Fore Street, Kingsbridge, TQ7 1AX.
There are three parking spaces available for patients. Two of them have disabled parking signs. You can park there even if you haven’t got a Blue Badge. There is a ramp into the clinic.
The clinic is calm, clean, and quiet. When you arrive, there may not be anyone to greet you as we might be treating other patients. Please take a seat and help yourself to a drink if you would like one.
Is there a toilet at The Health Hub?
There are two toilets. One is the right of the entrance door, and the other is through the door next to the studio.
How long are the appointments?
Most first pelvic health appointments benefit from a 90-minute appointment. This allows me to complete an assessment and start your treatment plan. If you would prefer a one-hour assessment only appointment, please discuss this with me prior to booking. Musculoskeletal patients are normally offered a 60- minute initial appointment. Follow up appointments are either one hour or 45 minutes, depending on your treatment!
Do I need a referral from a GP or hospital consultant?
No, that is not necessary! You can self-refer although I do accept referrals from other healthcare providers.
Can I use my medical insurance?
I ask all my patients to pay at the time of their appointment. I am, however, happy to provide you with an invoice/receipt to give to your insurance company, so that you can get reimbursed.
How do I make my first appointment?
Please fill out the booking form on the website or email info@wendyfarrenphysiotherapy.co.uk. Either Wendy or her assistant, Francesca will be in touch within 48 hours either by phone or email.
Do you do home visits?
Yes, I do home visits within the South Hams area.
Do you treat children?
I do treat children. The CSP recommends that all children under the age of 13 have a chaperone present during all examination and treatment sessions. This must be a parent or legal guardian. Older children can consent for themselves if they are competent to do so. Children over 16 must be offered a chaperone as per adult services and do not require a parent to attend.
The CSP recommends that children are to not act as informal chaperones for adult relatives.
Chaperones
All patients are offered a chaperone for a pelvic health exam. If you would like a chaperone please let me know prior to your appointment. I will make sure that a trained chaperone is present at your appointment.
Consent
All patients are asked for their consent when filling out the initial registration form and prior to examination and treatment. Please remember that you are able to withdraw consent at any time.
What should I wear to my appointment?
Whatever feels comfortable. You might want to bring a vest top or shorts. Trainers would be useful if you think that you might need to demonstrate something more active at your appointment.
Should I bring any information with me?
Yes please! If you have had any investigations or letters from clinics, please bring these with you. It would also be useful if you would spend a few minutes writing down any medical problems, injuries, or operations that you might have had and a list of medication that you are taking.
Are babies and children welcome at appointments?
I love babies and children and they are welcome to come with you, however you might prefer to have the treatment time as ‘your time’ to concentrate on you! You are welcome to bring someone else to look after your baby and wait in the reception area.
Can I come to Pilates classes without having had an assessment first?
To get the most from your classes you need to have an assessment first. This will allow for me to gather information about your previous medical issues that might impact you in class, so that I can adapt the class to suit you. Please email me on info@wendyfarrenphysiotherapy.co.uk if you are interested in joining Pilates classes.
How much is each appointment?
Please look at the prices section of my website for the full list of fees.
What about if I need to move or cancel my appointment?
I would appreciate a phone call or email at least two working days prior to your appointment. We can then get you rebooked, without you having to incur a cancellation charge. Late minute cancellations are charged at 50% of the full price of your booked appointment. I can move your appointment to an online appointment if you can’t manage to get here. Online appointments are a fantastic way of progressing your treatment plan if you are stuck for time or are away.
Wendy Farren Physiotherapy Privacy Notice
This notice explains what personal information we collect, how we use it, and your rights.
Contact details
Telephone 07759421277
Email info@wendyfarrenphysiotherapy.co.uk
What information we collect, use, and why
We may collect the following information to send you service updates or, if you agree, marketing messages:
· Names and contact details
· Addresses
· Marketing preferences
· Records of consent, where appropriate
We may collect the following information when we need to meet legal requirements:
· Name
· Contact information
· Safeguarding information
We may also need to collect sensitive information, such as health information, when the law requires us to. This type of information is given extra protection.
· Health information
We may collect the following information to deal with questions, complaints, or claims:
· Names and contact details
· Address
· Payment details
· Purchase or service history
· Video recordings of public areas
· Customer or client accounts and records
· Information relating to health and safety
· Correspondence
We may also collect sensitive information, such as health information, if we need it to deal with questions, complaints, or claims. This type of information is given extra protection.
· Health information
Lawful bases and data protection rights
Under UK data protection law, we must have a valid reason for collecting and using your personal information. These reasons are called “lawful bases”.
The lawful basis we use can affect your rights. A short summary of your main rights is below.
· Your right of access - You can ask for a copy of the personal information we hold about you. You can also ask where we got it from and who we share it with. In some cases, the law allows us to withhold certain information.
· Your right to rectification - You can ask us to correct information that is wrong or incomplete.
· Your right to erasure - In some circumstances, you can ask us to delete your personal information.
· Your right to restrict how we use your information - You can ask us to limit how we use your personal information in some situations.
· Your right to object - In some situations, you can object to us using your personal information.
· Your right to data portability - You can ask us to transfer the information you gave us to you or to another organization, where this right applies.
· Your right to withdraw consent - If we rely on your consent to use your information, you can withdraw that consent at any time. If you make a request about your data, we will respond as soon as we can and within one month.
Our reasons for collecting and using your information
Our reasons for collecting or using personal information for service updates or marketing are:
· Consent - you have given us permission after we explained how your information would be used. You can withdraw your consent at any time.
· Legal obligation - we need to collect or use your information to comply with the law.
Our reasons for collecting or using personal information to meet legal requirements are:
· Consent - you have given us permission after we explained how your information would be used. You can withdraw your consent at any time.
· Legal obligation - we need to collect or use your information to comply with the law.
· Vital interests - we may need to collect or use your information if someone’s health, safety, or wellbeing is at urgent or serious risk.
Our reasons for collecting or using personal information to deal with questions, complaints, or claims are:
· Consent - you have given us permission after we explained how your information would be used. You can withdraw your consent at any time.
· Legal obligation - we need to collect or use your information to comply with the law.
Where we get personal information from
· Directly from you
· Health care providers
How long we keep information
We usually keep your records for 8 years after your last treatment session. Obstetric records are kept for 25 years. For children and young people, records are usually kept until their 25th birthday, or 26th birthday if an entry was made when they were 17.
If you would like more information about how long we keep your personal information, please contact us using the details above.
Who we share information with
Data processors- Francesca Stafford
This person helps us manage appointment bookings and changes, process payments for classes, and email patients and potential patients. The data processor does not have access to clinical notes apart from what is discussed at the initial booking.
Others we share personal information with
· Insurance companies
· Health care providers
· Organisations we need to share information with for safeguarding reasons
· Professional or legal advisors
· Relevant regulatory authorities
· Emergency services
How to complain
If you have any concerns about how we use your personal information, please contact us using the details below.
Email: info@wendyfarrenphysiotherapy.co.uk
Telephone: 07759421277
If you are not happy with our response, you can also complain to the Information Commissioner’s Office (ICO).
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint
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