PRIVACY POLICY

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Effective Date: 01.03.2018

Updated: 17.02.2025

This Privacy Policy sets out how we, LDN PHYSIO Limited, collect, store, and use information about you when you (the 'data subject') use or interact with our website (www.ldnphysio.co.uk) and where we otherwise obtain or collect information about you when using or purchasing our services.

1. Our details

The data controller is LDN PHYSIO Limited. You can contact the data controller by emailing hello@ldnphysio.co.uk. Our appointed data protection officer, responsible for overseeing questions related to this Privacy Policy, is Nicolas Colombo, Director of LDN PHYSIO Limited. Email: nic@ldnphysio.co.uk.

2. What information do we collect about you?

We collect and process different types of data through the following methods:

Direct Interactions:

Booking appointments online or by phone, where we collect your name, date of birth, telephone number, and email address to confirm the booking.
Attending an appointment for physiotherapy or massage therapy, where our therapists collect personal data, including special category data related to health.
Receiving referral letters or treatment updates from other healthcare professionals involved in your care.

Automated Technologies:

Enquiring via the ‘Contact Us’ page on our website.
Providing testimonials via the website, Google reviews, or email.
Interacting with our website, where we may automatically collect Technical Data about your device, browsing patterns, and interactions using cookies and similar technologies.

Our website and email services are hosted and managed by Wix.

3. Personal data collected

We may collect the following types of data:

Personal Information: Name, address, email, date of birth, next of kin contact details (if required).
Financial Details: Payment details for our services, private medical insurance account details.
Technical Data: IP address, browser type, operating system, and browsing behavior.

Legal Basis for Processing Personal Data:

The legal bases for processing personal data under UK GDPR include:

Contractual Necessity – Processing required to provide treatment and invoicing.
Legal Obligation – Retaining personal data for a legally required period.
Legitimate Interests – Business operations and service improvements.
Consent – Explicit consent for marketing communications.
Vital Interests – Processing to protect you or another individual in emergencies.

4. Special category data collected

Due to the nature of our business, we collect sensitive health-related personal data with explicit consent.

Legal Basis for Processing Special Category Data:

Healthcare Provision – Necessary for the provision of medical care under UK law.
Explicit Consent – Given by the patient or their representative.
Vital Interests – When an individual is incapable of providing consent.

5. How do we use personal data?

We process personal data for the following purposes:

Providing and managing our services, including treatment and consultations.
Processing payments and insurance claims.
Improving our website and customer experience using analytical tools.
Marketing communications, subject to consent (details in Section 6).
Compliance with legal obligations (e.g., regulatory or law enforcement requests).

6. Marketing communications

When signing up for our newsletter, you must provide explicit consent to receive marketing communications. By ticking the checkbox on our sign-up form, you agree to receive marketing emails from LDN PHYSIO. The checkbox statement reads: "I agree to receive marketing emails from LDN PHYSIO and accept the Privacy Policy." and links to this page.

We use Wix to manage our email marketing and communications. If you opt-in to receive marketing materials, we may send you:

Promotions and special offers related to our services.
Updates about new services, health tips, and physiotherapy news.

You can withdraw your consent at any time by clicking the ‘unsubscribe’ link in any marketing email or contacting us at hello@ldnphysio.co.uk.

Marketing Data Retention:

Marketing-related data is retained for up to 5 years after your last engagement. If you do not open our emails for 12 months, we may remove your email from our database unless you opt back in.

7. Sharing data & third-party processors

We do not sell or rent your personal data. However, we may share your information in the following circumstances:

For Patient Care & Operational Requirements:

With referring healthcare professionals involved in your treatment (Legal Basis: Contract & Healthcare).
With insurers, solicitors, or employers (only with your explicit consent).
To comply with legal obligations, such as regulatory requests.

Third-Party Service Providers:

For business continuity, we use the following data processors:

Cliniko – Practice management system (Privacy Policy)
Physitrack – Patient exercise programming (Privacy Policy)
Typeform – Health screening questionnaires (Privacy Policy)
VALD Hub – Movement assessment technology (Privacy Policy)
MoveHealth – Digital health platform (Privacy Policy)
Wix – Website and email marketing provider (Privacy Policy)
Google Analytics – Website usage tracking (Privacy Policy)

8. Your rights under GDPR

You have the following rights regarding your personal data:

Access: Request a copy of your personal data.
Correction: Update inaccurate or incomplete data.
Erasure: Request deletion of personal data (subject to legal retention obligations).
Restriction: Limit how your data is processed.
Objection: Withdraw consent for marketing emails.

To exercise these rights, contact us at hello@ldnphysio.co.uk.

9. Security measures

We take data security seriously and implement:

Encryption of emails for secure communication.
Two-factor authentication (2FA) for accessing sensitive data.
Staff training on data protection best practices.

10. Cookies & tracking

We use cookies for website analytics and functionality. You can manage your cookie preferences via your browser settings or opt out of Google Analytics using this tool.

If you have any questions about this policy, please contact hello@ldnphysio.co.uk.

11. Changes to this policy

We may update this Privacy Policy from time to time. We encourage you to review this policy periodically.