Privacy Policy
Wendy Farren Physiotherapy Website Privacy Notice
This notice explains what personal information we collect, how we use it, and your rights.
By providing us with your data, you warrant to us that you are over 13 years of age. Parental consent will be needed for treatment to children.
Wendy Farren is the data controller, and we are responsible for your personal data (referred to as “we”, “us” or “our” in this privacy notice).
Contact details
Wendy Farren trading as Wendy Farren Physiotherapy
Telephone 07759421277
Email info@wendyfarrenphysiotherapy.co.uk
The HealthHub, Fore street, Kingsbridge TQ7 1AX
What Data do we collect about you, for what purpose and on what ground we process it
It is very important that the information we hold about you is accurate and up to date. Please let us know if at any time your personal information changes by emailing us at info@wendyfarrenphysiotherapy.co.uk
Personal data means any information capable of identifying an individual. It does not include anonymised data.
What information we collect, use, and why:
Communication Data
This includes any communication that you send to us whether that be through the contact form on our website, through email, text, phone calls, social media messaging, social media posting, registration document or any other communication that you send us or information sent to us from a referrer such as hospital consultant or another health professional. We process this data for the purposes of communicating with you, for record keeping and for the establishment, pursuance or defence of legal claims. Our lawful ground for this processing is our legitimate interests which in this case are to reply to communications sent to us, to keep records and to establish, pursue or defend legal claims.
Customer Data
This includes data relating to any purchases of goods and/or services such as your name, title, billing address, delivery address, email address, phone number, contact details, purchase details and your card details collected via Stripe or Sum Up. We process this data to supply the goods and/or services you have purchased and to keep records of such transactions. Our lawful ground for this processing is the performance of a contract between you and us and/or taking steps at your request to enter into such a contract.
User Data
This includes data about how you use our website and any online services together with any data that you post for publication on our website or through other online services such as out practice management system, We process this data to operate our website and ensure relevant content is provided to you, to ensure the security of our website, to maintain back-ups of our website and/or databases and to enable publication and administration of our website, other online services and business. Our lawful ground for this processing is our legitimate interests which in this case are to enable us to properly administer our website and our business.
Technical Data
This includes data about your use of our website and online services such as your IP address, your login data, details about your browser, length of visit to pages on our website, page views and navigation paths, details about the number of times you use our website, time zone settings and other technology on the devices you use to access our website. The source of this data is from our analytics tracking system. We process this data to analyse your use of our website and other online services, to administer and protect our business and website, to deliver relevant website content and advertisements to you and to understand the effectiveness of our advertising. Our lawful ground for this processing is our legitimate interests which in this case are to enable us to properly administer our website and our business and to grow our business and to decide our marketing strategy.
Marketing Data
This includes data about your preferences in receiving marketing from us and our third parties and your communication preferences. We process this data to enable you to partake in our promotions such as competitions, prize draws and free give-aways, to deliver relevant website content and advertisements to you and measure or understand the effectiveness of this advertising. Our lawful ground for this processing is our legitimate interests which in this case are to study how customers use our products/services, to develop them, to grow our business and to decide our marketing strategy.
We may use Customer Data, User Data, Technical Data and Marketing Data to deliver relevant website content and advertisements to you (including Facebook adverts or other display advertisements) and to measure or understand the effectiveness of the advertising we serve you. Our lawful ground for this processing is legitimate interests which is to grow our business. We may also use such data to send other marketing communications to you. Our lawful ground for this processing is either consent or legitimate interests (namely to grow our business or for direct marketing).
We may also use Communications Data, Customer Data, User Data, Technical Data and Marketing Data for the establishment, pursuance or defence of legal claims. Our lawful ground for this processing is our legitimate interests which in this case are to establish, pursue or defend legal claims.
Customer data is collected to book an initial physiotherapy assessment. We process this data to enable booking an appointment and to contact you throughout your treatment journey.
Our lawful ground of processing is:
· Delivering Pilates classes or physiotherapy treatment - contract
· Sending newsletters- consent (PECR) and consent (GDPR)
· Sending a ‘thank-you for buying’ email- contract
· Sending information on new service - soft opt-in (PECR) and legitimate interests (GDPR)
· Responding to contact form enquiries -legitimate interests
· Storing client records for HMRC- legal obligation
· Using cookies for analytics - consent
· Using strictly necessary cookies- no consent required
Required Processing
Where we are required to collect personal data by law, or under the terms of the contract between us and you do not provide us with that data when requested, we may not be able to perform the contract (for example, to deliver goods or services to you). If you don’t provide us with the requested data, we may have to cancel a product or service you have ordered but if we do, we will notify you at the time.
We may process your personal data without your knowledge or consent where this is required or permitted by law.
Purposes of Processing
We will only use your personal data for a purpose it was collected for or a reasonably compatible purpose if necessary. For more information on this please email us at info@wendyfarrenphysiotherapy.co.uk In case we need to use your details for an unrelated new purpose we will let you know and explain the legal grounds for processing.
Sensitive Data, Criminal Conviction Data and Automated Processing
We may need to collect the following sensitive data about you in order to deliver pelvic health physiotherapy services. This might include asking about sexual orientation or sex life. We require your explicit consent for processing sensitive data, so when you submit your details, we will send you a further communication asking for you to confirm your consent to this processing.
We do not collect any information about criminal convictions and offences.
We do not carry out automated decision making or any type of automated profiling.
How we collect your personal data
We may collect data about you by you providing the data directly to us (for example by filling in forms on our site or by sending us emails). We may also collect date from a third party such as a referring clinician.
Marketing communications
Our lawful ground of processing your personal data to send you marketing communications is either your consent, our legitimate interests (namely to grow our business), or our recognised legitimate interests (for direct marketing). Under the Privacy and Electronic Communications Regulations (PECR), we may send you marketing communications from us if you agreed to receive marketing communications and you have not opted out of receiving such communications since. However, you can still opt out of receiving marketing emails from us at any time by emailing info@wendyfarrenphysiotherapy.co.uk
Disclosure of your personal data
We may have to share your personal data with the parties set out below:
• Data processors- 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.
• Service providers who provide IT and system administration services
• Professional advisers including clinicians that refer to, lawyers, bankers, auditors and insurers.
• Government bodies that require us to report processing activities.
• Third parties to whom we sell, transfer, or merge parts of our business or our assets.
Others we share personal information with
• Health insurance companies
• Health care providers
• Organisations we need to share information with for safeguarding reasons
• Relevant regulatory authorities
• Emergency services
• Marketing providers
• Payment providers
We require all third parties to whom we transfer your data to respect the security of your personal data and to treat it in accordance with the law. We only allow such third parties to process your personal data for specified purposes and in accordance with our instructions
Data security
We have put in place security measures to prevent your personal data from being accidentally lost, used, altered, disclosed, or accessed without authorisation. We also allow access to your personal data only to those administrators who have a business need to know such data. They will only process your personal data on our instructions, and they must keep it confidential.
Data Retention
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. We 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.
We have procedures in place to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach if we are legally required to.
Your legal rights
Under data protection laws you have rights in relation to your personal data that include the right to request access, correction, erasure, restriction, transfer, to object to processing, to portability of data and (where the lawful ground of processing is consent) to withdraw consent.
If you are within the UK, you can see more about these rights at:
https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/
If you wish to exercise any of the rights set out above, please email us at info@wendyfarrenphysiotherapy.co.uk
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive or refuse to comply with your request in these circumstances.
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
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.
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you.
How to complain
If you have a complaint about how we handle your personal data, we ask that you contact us first so that we can try to resolve it for you.
You can submit a data protection complaint to us by:
• emailing us at info@wendyfarrenphysiotherapy.co.uk
We will acknowledge your complaint within 30 days of receiving it. We will investigate your complaint without undue delay, keep you informed of our progress, and communicate the outcome to you clearly with sufficient detail for you to understand how we reached our conclusion.
If you are within the UK and are not satisfied with our response, you have the right to complain to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk).
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
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
Third party links
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.
Cookies
You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.
COOKIE POLICY
What's a cookie?
•A "cookie" is a piece of information that is stored on your computer's hard drive if you agree to this and which records how you move your way around a website so that, when you revisit that website, it can present tailored options based on the information stored about your last visit. Cookies can also be used to analyse traffic and for advertising and marketing purposes.
•Cookies are used by nearly all websites and do not harm your system.
We are required to obtain your consent for all non-essential cookies used on our website. You can block cookies (including essential cookies) at any time by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block essential cookies you may not be able to access all or parts of our site.
How do we use cookies?
•We use cookies to track your use of our website. This enables us to understand how you use the site and track any patterns with regards how you are using our website. This helps us to develop and improve our website as well as products and / or services in response to what you might need or want.
•Cookies are either:
- Session cookies: these are only stored on your computer during your web session and are automatically deleted when you close your browser – they usually store an anonymous session ID allowing you to browse a website without having to log in to each page but they do not collect any personal data from your computer; or
- Persistent cookies: a persistent cookie is stored as a file on your computer, and it remains there when you close your web browser. The cookie can be read by the website that created it when you visit that website again.
•Cookies can also be categorised as follows:
- Strictly necessary cookies: These cookies are essential to enable you to use the website effectively, such as when buying a product and / or service. Without these cookies, the services available to you on our website cannot be provided. These cookies do not gather information about you that could be used for marketing or remembering where you have been on the internet.
- Performance cookies: These cookies enable us to monitor and improve the performance of our website. For example, they allow us to count visits, identify traffic sources and see which parts of the site are most popular.
- Functionality cookies: These cookies allow our website to remember choices you make and provide enhanced features. For instance, we may be able to provide you with news or updates relevant to the services you use. They may also be used to provide services you have requested such as viewing a video or commenting on a blog. The information these cookies collect is usually anonymised.
- Targeting cookies: These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests.
- First- and third-party cookies: First party cookies are cookies set by our website. Third party cookies are cookies on our website that are set by a website other than our website, such as where we have adverts on our website or use Facebook pixels so that we can show you relevant content from us when you are on Facebook.
We use only first party cookies on this website.
You can find more information about the individual cookies we use and the purposes for which we use them in the table below:
Cookie Title Necessary
Always on
Required to enable core site functionality and to remember user preferences and choices, such as language preferences or customized settings.
Cookie Title Performance and Analytics
Off
These cookies provide quantitative measures of website visitors. With the usage of these cookies, we are able to count visits and traffic sources to improve the performance of our site.
Cookie Title Advertising
Off
These cookies are used by advertising companies to serve ads that are relevant to your interests.
You can alter your cookie preferences at any time by clicking on the cookie icon and adjusting the sliders to off or decline all. Please refresh your page to ensure that the new settings have taken effect.
You can also control your cookie settings through your web browser.
You can opt out of being tracked by Google Analytics across all websites, by going to http://tools.google.com/dlpage/gaoptout.
If the visitor accepts all cookies, the banner will not appear again for 30 days, unless they clear their cookies.
After a visitor chooses their cookie preference, the banner goes away. A manage cookies sub footer will appear for 30 days, then the banner shows up again.
If you have any questions about the cookies that we use, feel free to email us at info@wendyfarrenphysiotherapy.co.uk