Privacy Policy

Introduction

This privacy notice explains how we collect, use, and protect your personal data when you use our website, contact us, or receive physiotherapy services from us. This includes any information you provide when you complete a contact form, book an appointment, or communicate with us via phone, email, text message, or in person.

By providing us with your personal data, you confirm that you are over 16 years of age. If you are providing information on behalf of someone under 16, you confirm that you are their parent or legal guardian.

The Well Physio & Rehab Limited is the data controller responsible for your personal data.

Contact Details:
The Well Physio & Rehab Limited

Address: Basepoint, Riverside Court, Beaufort Park Way, Chepstow NP16 5UH.
Email: thewellphysio@outlook.com
Phone: 07544787152

If you have any concerns about how your data is handled, you have the right to contact the Information Commissioner’s Office (ICO) at www.ico.org.uk. We would appreciate the opportunity to resolve your concerns directly before you contact the ICO.

It’s important that the personal information we hold about you is accurate and up to date. Please notify us if your information changes by emailing us at thewellphysio@outlook.com.

The Type of Information We Collect

Personal data means any information that can identify you as an individual. We may collect and process the following categories of personal data:

Identity Data: first name, last name, date of birth, and gender.
Contact Data: address, phone number, and email address.
Medical/Clinical Data: information about your past medical history, injuries, presenting condition, symptoms, diagnoses, treatments, and progress notes.
Appointment and Transaction Data: booking details, payment records, and correspondence related to appointments or services.
Usage Data: information about how you use our website, including IP address, browser type, and site interaction.
Marketing and Communication Data: your preferences for receiving updates, newsletters, or appointment reminders.

Sensitive Data

As a physiotherapy provider, we collect and process sensitive data relating to your health as part of providing assessment and treatment. This may include clinical notes, assessment findings, referral letters, and relevant medical history.

We require your explicit consent to process sensitive health data, which will be obtained when you complete our consent form before starting treatment.

We do not collect data relating to your race, religion, political opinions, or criminal record unless it is directly relevant to your care and you have given consent.

If you refuse to provide essential information required for treatment, we may be unable to proceed with physiotherapy sessions.

How We Collect Your Personal Data

We collect personal data through the following methods:

Direct interactions: You may provide data when you book an appointment, complete assessment forms, attend treatment sessions, or contact us via phone, email, or website form.
Automated technologies: Our website may collect technical data using cookies or analytics to help us improve our online services.
Third parties: We may receive information from other healthcare professionals (e.g. GPs, consultants) or insurance companies if you are referred for treatment, with your consent.

How We Use Your Personal Data

We will only use your personal data when legally permitted, including:

To assess, plan, and provide physiotherapy treatment.
To communicate with you about appointments, follow-up care, or treatment updates.
To maintain accurate clinical records in line with professional and legal standards.
To process payments and manage invoices.
To comply with legal or professional obligations, such as insurance requirements or audit standards.
To improve our services, for example through anonymised data review or feedback surveys.

We may also use your contact information for marketing purposes (e.g. newsletters or promotions), but only with your explicit consent. You can withdraw consent at any time by contacting us at thewellphysio@outlook.com.

Disclosures of Your Personal Data

We may share your data with:

Other healthcare professionals involved in your care (e.g. GP, consultant, or specialist) — with your consent.
Professional advisors such as accountants or insurers for legal and regulatory compliance.
IT service providers or website hosts who support our business operations.
HM Revenue & Customs and other regulatory bodies where legally required.

All third parties are required to respect the confidentiality of your personal data and process it securely and lawfully.

Data Security

We take your privacy seriously and have appropriate technical and organisational measures in place to protect your personal information from accidental loss, misuse, or unauthorised access.

Your data is stored securely in password-protected systems and locked filing systems (for paper notes). Only authorised personnel have access to your records.

In the event of a data breach, we will notify you and any relevant authorities as required by law.

Data Retention

We retain your data only as long as necessary for the purposes outlined above.

Clinical records are kept for a minimum of 8 years after your last treatment (or until a child reaches 25 years of age) in line with HCPC and CSP guidelines.
General correspondence or non-clinical data may be deleted after 1 year of inactivity.

After this period, your data will be securely destroyed or anonymised.

Your Legal Rights

You have the right to:

Request access to your data.
Request correction or deletion of your data.
Withdraw consent to processing.
Object to how we use your data.
Request a copy of your data in a portable format.

To exercise these rights, please contact us at thewellphysio@outlook.com.

You can learn more about your rights from the ICO:
https://ico.org.uk/your-data-matters/

Cookies

We may use cookies to improve your experience on our website. Cookies are small files placed on your device that help us understand website traffic and user behaviour. You can disable cookies in your browser settings, but this may affect website functionality.

Third-Party Links

Our website may contain links to third-party websites. We are not responsible for their privacy practices, and we encourage you to read their privacy policies when visiting other sites.

Updates to This Privacy Policy

We may update this policy from time to time. The latest version will always be available on our website, and significant changes will be communicated to you directly if they affect how your data is used.

Last updated: 09/10/2025.