Privacy Policy
Introduction
Welcome to the privacy policy of Home Physio Ops Limited. Home Physio Ops Limited is the registered company name for Home Physio Company and the website www.homephysiocompany.co.uk
Your privacy is important to us, and we are dedicated to protecting and safeguarding your data privacy rights. This privacy policy outlines how we manage your personal data, including the ways we collect, use, and process it.
The policy is organised in a layered format, allowing you to easily access specific sections listed in the index below. We also encourage you to refer to the Glossary to clarify the meanings of certain terms used throughout this privacy policy.
Intellectual Property
All original content, features, and functionality on the Site are the intellectual property of Home Physio Ops Ltd and are protected by various intellectual property laws.
Links to Other Sites
The Site may include links to third-party sites not under the control of Home Physio Ops Ltd. We do not endorse or take resp+onsibility for the content, privacy policies, or practices of these third-party sites. We recommend reviewing the terms and conditions and privacy policies of any third-party site you visit.
Advice
The content on the Site is not to be considered medical advice. It is intended for general information purposes only. For personalised medical advice, please seek guidance tailored to your specific situation. We disclaim any liability for injury, loss, or damage resulting from the use or reliance on the information on the Site. By using the Site, you agree to indemnify us against any loss or liability arising from your use of the Site.
Cancellations and Refunds
Refunds for cancelled appointments made at least 48 hours in advance will be processed in full. Refunds for appointments cancelled within 24 hours will be evaluated on a case-by-case basis at the discretion of Home Physio Ops Ltd. Appointments rescheduled within 48 hours but no later than 24 hours before appointment time will occur no cancellation fee.
Governing Law
This Agreement, along with any additional rules, policies, or guidelines referenced herein, shall be governed by the laws of the United Kingdom.
Changes to this Agreement
We reserve the right to amend or replace these Terms and Conditions at our discretion by posting the updated terms on the Site. Your continued use of the Site after any modifications indicates acceptance of the new Terms and Conditions.
Please check this Agreement periodically for updates. If you do not agree with any part of this Agreement or its future changes, please refrain from using or accessing the Site.
1. INFORMATION AND IDENTITY
PURPOSE OF OUR PRIVACY POLICY
This privacy policy serves to inform you about Home Physio Ops Ltd’s collection and processing of your personal data. Whether you provide data directly, via referral forms, or through inquiries on joining our therapy team, it is crucial to understand how and why your information is used. This policy complements other notices and privacy policies without superseding them.
DATA CONTROLLER
Home Physio Ops Ltd acts as the controller responsible for your personal data (referred to as "we," "us," or "our" in this policy). To address queries regarding this privacy policy, a Data Protection Officer (DPO) has been appointed. Contact details for the DPO are provided below for any inquiries or requests involving your legal rights.
CONTACT INFORMATION
For any questions regarding this privacy policy or our privacy procedures, please reach out to our DPO through the following means:
Legal entity: Home Physio Ops LTD
Email: info@homephysiocompany.co.uk
Mailing address: Home Physio Company Head Office, 5 Pepper Close, Ditchling Common, RH15 0SJ
You retain the right to lodge complaints with the Information Commissioner's Office (ICO) regarding data protection concerns. However, we encourage you to address any issues with us first before escalating to the ICO.
UPDATES TO PRIVACY POLICY AND DATA ACCURACY
Our privacy policy undergoes periodic reviews, with the most recent update on July 1st 2024. Please inform us of any changes in your personal data to ensure accurate and current records during our relationship. Feel free to request past versions of the policy by contacting us directly.
2. WHAT INFORMATION WE GATHER ABOUT YOU
Personal information refers to any data that can be used to identify an individual. This does not include data that has been anonymised. We gather various types of personal information about you, which we have categorised as:
Identity Data, such as first name, last name, marital status, date of birth, gender, and lifestyle details
Contact Data, including billing address, home address, email address, and phone numbers
Professional Data, which consists of job title, employment history, qualifications, and social media IDs
Financial Data, which covers bank account and payment card details
Transaction Data, which includes payment details and service purchases
Technical Data, like IP address, browser information, and device technology
Profile Data, involving interests, preferences, feedback, and survey responses
Usage Data, detailing how you use our services
Marketing and Communications Data, outlining your preferences for marketing and communications
Additionally, we collect and utilise Aggregated Data for statistical purposes. This data is not considered personal information as it does not directly reveal your identity. However, if Aggregated Data is combined with personal information to identify you, we treat it as personal data in accordance with our privacy policy.
We also handle special categories of sensitive personal data, including details about race, religion, health, and genetic information.
3. METHODS OF PERSONAL DATA COLLECTION
We utilise various methods of collecting data about you, including:
Direct interactions: You may provide us with your personal information, including sensitive data, like Identity, Contact, and Financial Data, through forms or communication via post, phone, email, or in-person meetings. This encompasses details that you share when
Inquiring about our services
Engaging in a contract for service acquisition
Interacting with our team
Making referrals
Subscribing to newsletters
Requesting marketing materials
Offering feedback or contacting us
Providing contact information at events or applying to join our team
Automated technologies: When you use our website, we automatically collect Technical Data about your devices, browsing habits, and preferences through cookies, server logs, and similar technologies. Refer to our cookie policy for further information.
Third parties or public sources: We may obtain personal data from various third-party sources, including:
Clients sharing your information
Referrers such as case managers, solicitors, employers, health professionals, and social workers
Informants involved in or familiar with your situation
Market research, media analysis, and event delegate lists
Analytics providers like Google
Public sources like Companies House and the Electoral Register
These methods enable us to gather a comprehensive range of personal data for various purposes in compliance with regulatory standards.
4. UTILISATION OF YOUR PERSONAL DATA
We adhere to legal regulations when using your personal information. Our main reasons for using your data include:
Fulfilling contractual obligations with you
Pursuing our legitimate interests, considering your rights
Safeguarding vital interests of individuals
Facilitating legal actions
Complying with legal mandates
Processing sensitive data for health and social care purposes
You reserve the right to revoke marketing consent at any time by contacting us at info@homephysiocompany.co.uk
5. INTENDED USE OF YOUR PERSONAL DATA
Below is an outline, presented in a tabular format, of how we intend to utilise your personal data and the legal basis for each purpose. Additionally, we specify our legitimate interests where applicable.
It's important to note that your data may be processed on multiple lawful grounds, depending on the specific purpose. For further insight into the legal basis for data processing, especially when various grounds are referenced in the table, feel free to reach out to us.
6. MARKETING
Our goal is to offer you options when it comes to the use of your personal data, especially in relation to marketing and advertising.
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We may analyse your Identity, Contact, Technical, Usage and Profile Data to determine what services may interest you. This helps us tailor our marketing communications to your preferences.
You will receive marketing communications from us if you have requested information or purchased services from us and have not chosen to opt out of receiving marketing materials.
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We will not share your personal data with any third parties for marketing purposes.
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You can request to stop receiving marketing messages at any time by clicking the opt-out links in any marketing emails or by contacting us directly.
If you do opt out of receiving marketing messages, please note that this does not apply to any personal data provided to us through service purchases or other transactions.
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You have the option to enable or disable browser cookies through your browser settings. However, disabling cookies may impact the functionality of certain parts of our website. For more details on the cookies we use, please refer to our Cookie policy.
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We will only process your personal data for the purposes we initially collected it, unless we determine that using it for a different purpose is necessary and aligned with the original intent. Should you seek clarification on how the new purpose relates to the original one, please contact us.
Should the necessity arise to process your personal data for a purpose not directly related to the initial one, we will notify you and explain the legal basis authorising such processing.
Please note that we may handle your personal data without your explicit knowledge or consent, adhering to the above guidelines when mandated or permitted by law.
7. TRANSFERRING YOUR DATA INTERNATIONALLY
When your personal data is transferred out of the European Economic Area (EEA), we ensure that it receives a level of protection equivalent to that provided in the EEA. We achieve this by implementing at least one of the following safeguards:
1. We only transfer personal data to countries that the European Commission has determined to offer an adequate level of protection for personal data.
2. For certain service providers, we may utilise specific contracts approved by the European Commission which ensure that personal data receives the same level of protection as in Europe.
3. When using providers based in the US, we may transfer data to them if they adhere to the Privacy Shield framework, which mandates them to provide equivalent protection to personal data shared between Europe and the US.
We may also transfer your data outside the EEA in the following circumstances:
If it is necessary for the conclusion or performance of a contract between us and a third party, and the transfer is in your interests for the purposes of that contract.
If you have given consent for the data transfer.
For more information on the specific mechanism used for transferring your personal data out of the EEA, please contact us.e can make all the difference.
8. SHARING YOUR PERSONAL DATA
We may disclose your personal data to the following parties for the purposes outlined in the table "Purposes for which we will use your personal data" above.
External Third Parties as defined in the Glossary.
Third parties to whom we may opt to sell, transfer, or merge parts of our business or assets. In the event of a business change, the new owners may utilise your personal data in line with this privacy policy.
We ensure that all third parties uphold the security of your personal data and handle it in accordance with legal requirements. Our third-party service providers are not permitted to utilise your personal data for their own purposes. They are only authorised to process your personal data for specific purposes and following our instructions.
9. DATA RETENTION
How long will my data be used for?
We will retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including meeting any legal, regulatory, tax, accounting, or reporting obligations. In cases such as complaints or potential litigation concerning our relationship with you, we may retain your personal data for an extended period.
When determining the appropriate retention period for personal data, we take into account various factors such as the type and sensitivity of the data, the potential risks associated with unauthorised use or disclosure, the purposes for processing the data, the feasibility of achieving those purposes through other means, as well as legal and regulatory requirements.
There is a legal requirement for us to retain certain basic customer information (Contact, Identity, Financial, and Transaction Data) for six years after they are no longer customers, for tax purposes.
You have the right to request deletion of your data in specific circumstances as detailed in your legal rights below.
In certain situations, we may anonymise your personal data for research or statistical purposes. In such cases, this information may be used indefinitely without further notice to you.
10. DATA SECURITY
To safeguard your personal data from accidental loss, unauthorised use, access, alteration, or disclosure, we have implemented stringent security protocols. Furthermore, access to your personal details is strictly reserved for our employees, agents, contractors, and third parties who require it for legitimate business purposes. Such parties will handle your information solely based on our directives and are bound by confidentiality obligations.
Should there be any indication of a personal data breach, we've established protocols to promptly address the situation. In the event of such a breach, we will provide notification to you and to the relevant regulatory authorities as mandated by law.
11. YOUR RIGHTS
YOUR RIGHTS REGARDING PERSONAL DATA
You are entitled to:
Obtain your personal data by submitting a data subject access request. This permits you to get a copy of the personal data in our possession and to confirm that we are processing it in accordance with the law.
Amend any personal data we have about you. If the data is incomplete or erroneous, you can request a correction, although we might need to validate the accuracy of the data you submit.
Delete your personal data unless there's a compelling reason for its continued processing. This right also applies if you have opposed processing, we've processed data unlawfully, or if we must erase your data to comply with a legal requirement. However, we might not always be able to fulfill your deletion request for specific legal reasons, which we will explain if relevant at the time of your request.
Contest the processing of your personal data based on our legitimate interest, or that of a third party, particularly if you believe it affects your fundamental rights and freedoms. Furthermore, you can oppose processing for direct marketing purposes. We might show that there are overriding legitimate reasons for processing your data that prevail over your rights and freedoms.
We aim to limit how we process your personal data in these scenarios:
To verify its accuracy.
When our data use is unlawful, but you don't want us to delete it.
When you need us to maintain the data for legal claims, even if we no longer need it.
If you've contested our data usage but we need to check if we have legitimate reasons to use it.
Have your personal data transferred to yourself or a different party. We will supply your data to either you or a third party in a structured, widely used, and machine-readable format. This right is only applicable to data you've consented to us using or if we've used the data in fulfilment of a contract.
Withdraw consent to data processing at any given moment, noting that any processing done prior to your withdrawal remains lawful. Withdrawing your consent may mean we can't provide certain services or products; we will inform you if that's the case when you retract your consent.
Glossary
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Performance of Contract refers to the processing of your data when it is necessary for fulfilling a contract you are party to or to take action at your request prior to entering into such a contract.
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Legitimate Interest pertains to our business’s interest in conducting and managing operations to provide you with the best services/products and the most secure experience. We ensure that we consider and weigh any possible impact on you (both positive and negative) and your rights before we process your personal data for legitimate interests. We will not use your personal data in ways where our interests are outweighed by the effect on you, unless we have your consent or are legally required or permitted to do so. For more information about how we evaluate our legitimate interests against potential impacts on you regarding specific activities, please reach out to us.
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Comply with a Legal Obligation means processing your personal data when it is necessary to comply with a legal obligation that we must fulfill.
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Vital Interests entails processing that is necessary to protect your vital interests or those of another person.
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Health and Social Care Purposes encompass processing necessary for health or social care, including: a) preventative or occupational medicine, b) assessing an employee’s working capacity, c) medical diagnosis, d) providing health care or treatment, e) offering social care, or f) managing health care systems/services or social care systems/services.
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Consent means that, in certain situations, we must obtain your permission to process your personal data regarding specific activities. Depending on the context, this consent may be either opt-in or soft opt-in consent. According to Article 4(11) of the GDPR, opt-in consent is defined as “any freely given, specific, informed and unambiguous indication of the data subject’s wishes by which he or she, by a statement or clear affirmative action, signifies agreement to the processing of personal data.” In simpler terms, this means:
We will maintain records of the consents you provide in this manner. In some instances, we can utilise soft opt-in consent, allowing us to market products or services related to our offerings unless you actively opt-out of these communications.
As previously stated, you have the right to withdraw your consent for these activities at any time by emailing info@homephysiocompany.co.uk
