PRIVACY NOTICE
Effective Date: July 2020
Reviewed and Updated: August 2026
Ashbourne Physiotherapy and Sports Injuries Clinic Ltd
Trading as:
- Ashbourne Physiotherapy and Sports Injuries Centre
- Hilton Physiotherapy and Sports Injuries Centre
Registered clinic address:
1 Spire House
Waterside Business Park
Ashbourne
Derbyshire
DE6 1DG
Telephone: 01335 344952
Email: admin@ashbournephysio.co.uk
Introduction
Ashbourne Physiotherapy and Sports Injuries Clinic Ltd is committed to protecting your privacy and handling your personal information in a transparent and secure manner.
This Privacy Notice explains how we collect, use, store and protect your personal information when you contact us, attend appointments, complete forms or use our services. It also applies when information about you is provided to us by another person or organisation, such as your GP, consultant or insurance company.
Definitions
Personal Data
Information that identifies you, either directly or indirectly.
Special Category Personal Data
More sensitive information requiring additional protection, including information about your health.
We, Us or Our
Ashbourne Physiotherapy and Sports Injuries Clinic Ltd.
What Information We Collect
We may collect information when:
- You contact us to make an enquiry or appointment.
- You telephone or email us.
- You complete a digital or paper consent form.
- You are referred to us by another healthcare professional, insurance company or organisation.
- You attend one of our clinics.
- You receive assessment, advice or treatment from us.
Personal Information
We may collect:
- Your full name.
- Your date of birth.
- Your postal address.
- Your telephone number or numbers.
- Your email address.
- Appointment and contact information.
- Payment and billing information.
Health and Clinical Information
We may collect:
- Your current health status.
- Your general and previous medical history.
- Details of the injury or condition for which you are seeking advice or treatment.
- Information about medication you are taking.
- Details of your occupation and work-related activities.
- Details of sporting, recreational and other activities.
- Information about previous assessments or treatment.
- Clinical examination findings.
- Treatment plans and advice provided.
- Records of each treatment session.
- Exercise and rehabilitation programmes.
- Relevant correspondence with other healthcare professionals or organisations.
Where appropriate, we may access information relating to medical investigations, such as scans or X-rays, through secure NHS systems.
Lawful Basis for Processing
Under the UK General Data Protection Regulation, known as UK GDPR, we must have a lawful basis for collecting and using your personal information.
Depending on the circumstances, we may process your information under one or more of the following lawful bases.
Contract
We process personal information when it is necessary to:
- Provide physiotherapy and related healthcare services.
- Arrange and manage appointments.
- Communicate with you about your treatment.
- Manage billing and payments.
- Respond to enquiries about our services.
Legal Obligation
We process personal and health information where this is necessary to comply with our legal, professional and regulatory responsibilities. This includes maintaining accurate and appropriate healthcare records.
Provision of Health or Social Care
We process health information where this is necessary for the assessment of your condition and the provision or management of healthcare or treatment.
Legitimate Interests
We may process information where this is necessary for the legitimate operation of Ashbourne Physiotherapy and Sports Injuries Clinic Ltd, provided that our interests do not override your rights and interests.
This may include quality assurance, service administration, information security and the management of our business.
Consent
Where required, we will ask for your consent before:
- Sharing information with third parties where another lawful basis does not apply.
- Using AI-assisted clinical note-taking technology.
- Sending marketing or promotional communications.
- Using your information for another optional purpose that has been clearly explained to you.
Where we rely on consent, you may withdraw your consent at any time. Withdrawing consent will not affect the lawfulness of any processing already undertaken before your consent was withdrawn.
Telephone Call Recording
Telephone calls to Ashbourne Physiotherapy and Sports Injuries Clinic Ltd may be recorded for quality assurance, staff training, patient safety, service improvement and record-keeping purposes.
Recordings are stored securely, accessed only by authorised personnel and retained only for as long as reasonably necessary in accordance with our data retention procedures.
By continuing a telephone conversation with us, you acknowledge that calls may be recorded for these purposes.
AI-Assisted Clinical Note-Taking
With your explicit consent, Ashbourne Physiotherapy and Sports Injuries Clinic Ltd may use AI-assisted note-taking technology integrated within our clinical management system to support the creation of clinical records during consultations.
The AI system is used solely to assist with the documentation of your assessment and treatment and does not make clinical decisions. All information generated by the AI system is reviewed, verified and approved by the treating clinician before being added to your clinical record.
Any data processed through the AI system is handled in accordance with UK GDPR requirements and our contractual arrangements with approved software providers.
You may decline the use of AI-assisted note-taking without affecting your ability to receive assessment or treatment from Ashbourne Physiotherapy and Sports Injuries Clinic Ltd.
You may also withdraw your consent to its use for future consultations by informing your treating clinician or contacting the clinic.
How We Use Your Information
We may use your information:
- To assess your condition and provide appropriate treatment, advice and rehabilitation.
- To create and maintain an accurate clinical record of the treatment, assessment and advice we provide.
- To support safe and effective care.
- To ensure continuity of care.
- To arrange, confirm, reschedule or cancel appointments.
- To manage accounts, invoices, payments and insurance claims.
- To communicate with you about your treatment and rehabilitation.
- To send exercise programmes and rehabilitation information by email or other agreed methods.
- With your permission, to liaise with healthcare professionals and other organisations involved in your care. These may include GPs, consultants, occupational health departments, class instructors, insurance companies and other health and care professionals.
- To respond to enquiries, questions, concerns or complaints.
- For quality assurance, feedback, audit and service improvement purposes.
- To meet our legal, professional, insurance and regulatory responsibilities.
We use an electronic diary, accounts and clinical records system. The system may be accessed by its authorised provider, Rushcliffe Ltd, for maintenance and technical support when requested by us.
In some circumstances, we may also create and securely store paper records.
We may use Rehab My Patient to provide exercise programmes and rehabilitation information.
Daily backups are cloud-based and managed by T3 Network Solutions Limited.
We do not sell your personal information or pass it to other organisations for their own commercial purposes.
We take reasonable steps to ensure that the information we hold is accurate and up to date. Please inform us if your name, contact details or other relevant personal information changes.
Third-Party Service Providers
We use approved third-party service providers to support our clinical and business operations. These may include providers of:
- Practice management software.
- Electronic diaries and appointment systems.
- Clinical record systems.
- AI-assisted clinical note-taking.
- Telephone call recording.
- Exercise prescription and rehabilitation programmes.
- Secure email and communication services.
- Information technology support.
- Cloud storage and data backup.
- Payment and accounting services.
All third-party providers used for call recording, cloud storage, practice management software and AI-assisted note-taking are subject to appropriate contractual, confidentiality and data protection obligations to ensure the security and lawful processing of personal information.
Third-party providers may only access or process personal information to the extent necessary to provide their services to Ashbourne Physiotherapy and Sports Injuries Clinic Ltd.
Sharing Your Personal Data
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required or permitted to do so by law.
Where appropriate and with your permission, we may share relevant information with:
- Your GP.
- Consultants.
- Other physiotherapists or healthcare professionals.
- Occupational health services.
- Insurance companies.
- Class instructors involved in your rehabilitation.
- Other health and care professionals involved in your care.
We will only share information that is relevant and necessary for the particular purpose.
We may also disclose information where:
- We are required to do so by law.
- We are required to comply with a court order or another lawful request.
- Disclosure is necessary to protect your vital interests or those of another person.
- There is a serious concern about safety or safeguarding.
- Disclosure is required by a professional or regulatory body acting within its lawful authority.
Information may be provided to you in the form of a written letter or other document for you to pass to another person or organisation. Once the document has been given or sent to you, you are responsible for protecting it and its contents.
Sensitive information sent electronically will be transmitted using an appropriately secure method, including NHSmail where appropriate.
Providing Us With Your Personal Data
You are not generally under a statutory obligation to provide your personal data to us.
However, we need certain personal and health information to assess your condition, provide safe and appropriate treatment, maintain suitable clinical records, manage appointments and process payments.
If you choose not to provide information that is necessary for these purposes, we may be unable to offer or continue providing services to you.
How Long We Keep Personal Information
We keep personal information only for as long as is reasonably necessary for the purposes for which it was collected and to meet our legal, professional, regulatory and insurance responsibilities.
Adult Records
Physiotherapy records relating to adults are normally retained for eight years after the conclusion of treatment.
Records Relating to Children and Young People
Where a record relates to a child or young person, it will normally be retained until the patient’s 25th birthday, or for longer where required by law, professional guidance, an insurer or another applicable retention requirement.
Different retention periods may apply to certain types of information, including telephone recordings, financial records, correspondence and administrative information.
When information is no longer required, it will be securely deleted, destroyed or anonymised, as appropriate.
How We Protect Your Information
Ashbourne Physiotherapy and Sports Injuries Clinic Ltd is committed to ensuring that your personal information is secure.
We use appropriate physical, technical and organisational measures to protect personal information against:
- Unauthorised access.
- Accidental loss.
- Inappropriate disclosure.
- Alteration
- Misuse
- Destruction
These measures may include:
- Secure computer and clinical record systems.
- Password protection and controlled user access.
- Secure data backups.
- Appropriate encryption and secure communication methods.
- Staff confidentiality obligations.
- Procedures for the secure storage and disposal of records.
- Limiting access to information to individuals who need it for an authorised purpose.
All third-party providers used for call recording, cloud storage, practice management software and AI-assisted note-taking are subject to appropriate contractual, confidentiality and data protection obligations to ensure the security and lawful processing of personal information.
Our website may contain links to external websites. Those websites are responsible for their own content, security and privacy practices. We recommend that you read the privacy notice of an external website before providing personal information through it.
International Transfers
Ashbourne Physiotherapy and Sports Injuries Clinic Ltd does not routinely transfer personal information outside the United Kingdom.
If a service provider processes or stores information outside the United Kingdom, we will require appropriate safeguards to be in place in accordance with applicable data protection legislation.
Automated Decision-Making
Ashbourne Physiotherapy and Sports Injuries Clinic Ltd does not use solely automated decision-making or profiling that produces legal or similarly significant effects on patients.
AI-assisted note-taking is used only to support clinical documentation. It does not make treatment decisions, diagnoses or other clinical decisions.
The treating clinician remains responsible for reviewing the information and for all clinical decisions relating to your care.
Your Data Protection Rights
Depending on the circumstances and the lawful basis on which your information is processed, you may have the right to:
Right of Access – You may request a copy of the personal information we hold about you.
Right to Rectification – You may ask us to correct personal information that is inaccurate or complete information that is incomplete.
Right to Erasure – You may ask us to erase your personal information in certain circumstances. This right is not absolute and may not apply where we are required to retain clinical records for legal, professional, regulatory or insurance purposes.
Right to Restrict Processing – You may ask us to restrict the use of your personal information in certain circumstances.
Right to Object – You may object to certain uses of your personal information where the processing is based on legitimate interests.
Right to Data Portability – In certain circumstances, you may ask us to provide personal information you have given to us in a structured, commonly used and machine-readable format, or to transfer it to another data controller where technically feasible.
Right to Withdraw Consent – Where we rely on your consent, you may withdraw that consent at any time. This will not affect the lawfulness of processing undertaken before your consent was withdrawn.
Right to Complain – You have the right to raise a concern with us and to lodge a complaint with the Information Commissioner’s Office.
Some of these rights are subject to legal conditions and exemptions. We may need to confirm your identity before responding to a request.
Changes to This Privacy Notice
We may update this Privacy Notice from time to time to reflect changes in our services, systems, legal responsibilities or data-processing activities.
The latest version will be made available on our website and at our clinics. The review date displayed at the beginning of this notice will be updated when material changes are made.
Contact Details
Questions, requests or concerns about this Privacy Notice or the way we handle your personal information should be addressed to:
Chris Short
Data Protection Officer
Ashbourne Physiotherapy and Sports Injuries Clinic Ltd
1 Spire House
Waterside Business Park
Ashbourne
Derbyshire
DE6 1DG
Email: chris@ashbournephysio.co.uk
Telephone: 01335 344952
Complaints
If you are dissatisfied with the way Ashbourne Physiotherapy and Sports Injuries Clinic Ltd has handled your personal information, please contact us first so that we have an opportunity to investigate and respond to your concerns.
You also have the right to lodge a complaint with:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: https://www.ico.org.uk