info@vitalizephysiotherapy.co.uk

01530 590 185

07831 465179

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Privacy Policy

Vitalize Physiotherapy Ltd
Last updated: 14 October 2026

Vitalize Physiotherapy Ltd is committed to protecting your privacy and personal information. This policy explains how we collect, use, store and share your information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Vitalize Physiotherapy Ltd is the data controller responsible for your personal information.

Our clinic locations:

Ashby-de-la-Zouch
Bluestone Fitness, Smisby Road, Ashby-de-la-Zouch, LE65 2UG

Swadlincote
Anytime Fitness, Unit 5 Astron Business Park, Hearthcote Road, Swadlincote, DE11 9DW

Privacy enquiries:
Simon Noad, Clinic Owner
Email: info@vitalizephysiotherapy.co.uk
Telephone: 07831 465179

2. Information We Collect

We collect information necessary to provide physiotherapy services and manage our practice, including:

  • Personal details: Name, date of birth, address, telephone number and email address.
  • Health information: Medical history, assessment findings, treatment notes and relevant clinical correspondence.
  • Administrative information: Appointments, billing and payment records.
  • Communications: Information provided through telephone calls, emails, online bookings and website enquiries.
  • Website information: Basic usage information collected through cookies and analytics, where applicable.

We collect most information directly from you. We may also receive relevant information from GPs, consultants, insurers or other healthcare professionals involved in your care.

3. How We Use Your Information

We use your information to:

  • Arrange and manage appointments, including sending confirmations and reminders by email or SMS.
  • Assess, provide and document physiotherapy treatment.
  • Communicate with you about your treatment and ongoing care.
  • Process payments and maintain financial records.
  • Meet legal, regulatory and professional obligations.
  • Manage and improve our services.

We do not use patient contact details for promotional emails, newsletters or direct marketing. We require sufficient personal and medical information to provide safe and appropriate treatment. Without this information, we may be unable to provide certain services.

4. Our Legal Basis for Processing Information

Under UK GDPR, we process personal information on the following grounds:

  • Contract: To arrange appointments, provide agreed services and process payments.
  • Legal obligation: To comply with applicable legal and regulatory requirements.
  • Legitimate interests: To administer our practice, maintain appropriate records and improve our services, where your rights do not override these interests.

Health information is classified as special category data. We process this information where necessary to provide healthcare under Article 9(2)(h) UK GDPR and Schedule 1, Part 1, paragraph 2 of the Data Protection Act 2018, subject to professional confidentiality requirements.

Consent to physiotherapy treatment is separate from the legal basis for processing clinical information. Where we rely on your consent for any specific use of your personal information, you may withdraw that consent at any time.

5. How We Store and Share Your Information

We use trusted service providers to support the operation of our practice:

  • Cliniko: Our practice management software, used to securely manage patient information, clinical records, appointments and email/SMS reminders.
  • RehabGuru: Our exercise prescription platform, which integrates with Cliniko to access relevant patient details and create, store and share personalised rehabilitation and exercise programmes.
  • Best Reception: Our external reception service, which manages telephone enquiries, patient contact information and appointment bookings. Best Reception does not have access to clinical notes and does not record telephone calls.
  • Takepayments and Barclays: Our card payment service providers, which handle card transactions securely.

We may share relevant clinical information with GPs, consultants, insurers, solicitors or other healthcare professionals where appropriate, with your consent where required or another lawful justification.

We may also share information with professional advisers, service providers or relevant authorities where necessary and legally permitted.

We do not sell your personal information.

6. How We Protect Your Information

We use appropriate technical and organisational security measures to protect personal and clinical information against unauthorised access, loss or misuse.

Electronic clinical records are stored securely using Cliniko, with access restricted to authorised personnel according to their responsibilities.

Paper records are kept in locked storage and are accessible only to authorised staff.

We take appropriate steps to maintain the confidentiality and security of information shared electronically.

7. How Long We Keep Your Information

We retain clinical records in accordance with the minimum retention periods recommended by the Chartered Society of Physiotherapy (CSP) and relevant NHS England guidance:

  • Adults: Eight years after the last treatment.
  • Children: Until their 25th birthday, or 26th birthday if treatment ended when they were 17.
  • Special circumstances: Longer retention periods apply where required by relevant legal, clinical, professional or insurance obligations.

These periods apply to both electronic and paper clinical records.

Records are reviewed and securely deleted or destroyed when no longer required.

Other personal and financial information is retained only for as long as necessary to meet applicable legal and business requirements.

8. Your Data Protection Rights

Under UK GDPR, you may have the right to:

  • Access: Request a copy of your personal information, including clinical records.
  • Correction: Request correction of inaccurate or incomplete information.
  • Erasure: Request deletion of personal information where legally permitted.
  • Restriction: Request that we limit how your information is used in certain circumstances.
  • Objection: Object to processing based on our legitimate interests.
  • Data portability: Request transfer of eligible personal information.
  • Withdrawal of consent: Withdraw consent where consent is the legal basis for processing.

These rights are subject to legal conditions and exceptions. For example, we may be required to retain clinical records even if you request their deletion.

We normally respond to data protection requests within one calendar month.

To exercise your rights, please contact: info@vitalizephysiotherapy.co.uk

We do not use your personal information for automated decision-making or profiling that produces legal or similarly significant effects.

9. Website Cookies and Analytics

Our website uses cookies and similar technologies to support its operation, understand website usage and improve the visitor experience.

We use Google Analytics to help us understand how visitors use our website. We also use CookieYes to manage cookie preferences and provide information about the cookies used.

Where required by UK law, non-essential cookies are only activated after visitors have given their consent. Visitors can accept or reject these cookies and change their preferences through the CookieYes consent settings.

Further information about the cookies used, their purposes and how to manage your preferences is available in our separate Cookie Policy:

https://www.vitalizephysiotherapy.co.uk/cookie-policy/

You can also manage cookies through your browser settings.

Our website may contain links to external websites. We are not responsible for their privacy practices and recommend reviewing their privacy policies.

10. International Data Transfers

We use Cliniko, a practice management system operated by Australian company Red Guava Pty Ltd.

Cliniko provides UK data hosting for UK accounts and maintains UK GDPR data processing arrangements.

Some personal information may be processed internationally by Cliniko or other authorised service providers. Where personal information is transferred outside the UK, we use appropriate safeguards in accordance with UK data protection law.

You may contact us for further information about applicable international data transfer safeguards.

11. Concerns and Complaints

If you have concerns about how we handle your personal information, please contact us so we can investigate.

You also have the right to complain to the Information Commissioner’s Office (ICO).

Website: https://ico.org.uk
Telephone: 0303 123 1113

12. Changes to This Policy

We review this privacy policy regularly and publish any updates on our website.