Privacy Policy

This privacy notice applies to anyone who interacts with us about our services (‘you’, ‘your’), in any way (for example, by email, through our website, by phone, through visiting our clinic).

This privacy notice applies to you if you ask us about or use our services. It describes how we handle your information, regardless of the way you contact us (for example, by email, through our website, by phone, through visiting our clinic and so on).

If you have any questions about this, please contact Susan Brazier on 01905 831495.

How We Collect Personal Information

We collect personal information from you and from third parties (anyone acting on your behalf, for example, carers, parents and so on). Please see below for more information.

Where you provide us with information about other people, you must make sure that they have seen a copy of this privacy notice and are comfortable with you giving us their information.

We Collect Personal Information From You:

  • through your contact with us, including by phone, by email, through our website, by post, by filling in forms, through social media or when you visit our clinic (for example, in medical consultations, diagnosis and treatment).

We also collect information from other people and organisations.

For All Our Customers, We May Collect Information From:

  • your parent or guardian, if you are under 18 years old;
  • a family member, or someone else acting on your behalf; and
  • doctors, other clinicians and health-care professionals, hospitals, clinics and other health-care providers;

Personal Information Categories:

We process two categories of personal information about you and (where this applies) your dependants:

  • standard personal information (for example, information we use to contact you, identify you or manage our relationship with you); and
  • special categories of information (for example, health information that allows us to tailor your treatment).

For more information about these categories of information, see below.

Standard Personal Information Includes:

  • contact information, such as your name, address, email address and phone numbers;
  • the country you live in, your age, your date of birth;
  • information about your employment;
  • details of any contact we have had with you; and
  • information about how you use our services.

Special Category Information Includes:

  • information about your physical or mental health, including genetic information or biometric information (we may get this information from application forms you have filled in, from notes and reports about your health and any treatment and care you have received or need, or it may be recorded in details of contact we have had with you such as information about complaints or incidents, and referrals from your records of medical services you have received); and

What We Use Your Personal Information For

We process your personal information for the purposes set out in this privacy notice. We have also set out some legal reasons why we may process your personal information (these depend on what category of personal information we are processing). We normally process standard personal information if this is necessary to provide the services we offer in a third party’s legitimate interests. Please see below for more information about this and the reasons why we may need to process special category information.

By law, we must have a lawful reason for processing your personal information. We process standard personal information about you if this is:

  • in a third party’s legitimate interests − details of those legitimate interests are set out in more detail below;


We process special category information about you because:

  • it is necessary for the purposes of medical diagnosis and provide treatment;
  • it is necessary to establish, make or defend legal claims (for example, claims against us for insurance);
  • it is necessary for a purpose designed to protect the public against dishonesty, malpractice or other seriously improper behaviour (for example, investigations in response to a safeguarding concern, a client’s complaint or a regulator (such as the General Osteopathic Council or the General Medical Council) telling us about an issue);
  • it is in the public interest, in line with any laws that apply;
  • it is information that you have made public; or
  • we have your permission. As is best practice, we will only ask you for permission to process your personal information if there is no other legal reason to process it. If we need to ask for your permission, we will make it clear that this is what we are asking for, and ask you to confirm your choice to give us that permission. If we cannot provide a service without your permission (for example, we can’t provide treatment), we will make this clear when we ask for your permission. If you later withdraw your permission, we will no longer be able to provide you with a service that relies on having your permission.

Legitimate Interest

We process your personal information for a number of legitimate interests, including managing all aspects of our relationship with you. More detailed information about our legitimate interests is set out below.

Legitimate interest is one of the legal reasons why we may process your personal information. Taking into account your interests, rights and freedoms, legitimate interests which allow us to process your personal information include:

  • to manage our relationship with you and our business;
  • to provide treatment for you;
  • to make sure that any complaints are handled efficiently;
  • to keep our records up to date and to provide you with services;
  • to monitor how well we are meeting our treatment expectations for our clients;
  • to enforce or apply our website terms of use, our service terms and conditions, or to protect our (or our customers’ or other people’s) rights, property or safety;
  • to exercise our rights, to defend ourselves from claims and to keep to laws and regulations that apply to us; and
  • to take part in, or be the subject of, any sale, purchase, merger or takeover of all or part of the Osteopathic Clinic (Callow End) business.

Marketing and Preferences

We do not use your personal information to send you marketing by post, by phone, through social media, by email and by text.

Processing For Profiling and Automated Decision Making

We do not use your personal information to carry out any form of profiling or automated decision making in relation to the services we provide.

Sharing Your Information

We sometimes need to share your information with other people or organisations for the purposes set out in this privacy notice.

For all our customers, we share your information with:

  • doctors, clinicians and other health-care professionals, hospitals, clinics and other health-care providers;
  • people or organisations we have to, or are allowed to, share your personal information with by law (for example, for safeguarding purposes, including with the General Medical Council);
  • the police and other law-enforcement agencies to help them perform their duties, or with others if we have to do this by law or under a court order;
  • if we sell or buy any business or assets, the potential buyer or seller of that business or those assets; and
  • a third party who takes over any or all of the Osteopathic Clinic (Callow End)’s assets (in which case personal information we hold about our customers or visitors to the website may be one of the assets the third party takes over); and
  • other organisations who provide your treatment.

If we share your personal information, we will make sure appropriate protection is in place to protect your personal information in line with data-protection laws.

How We Keep Your Personal Information and For How Long

We ensure that your personal information is treated as confidential and is protected. Your personal information is stored:

  • on paper, in locked filing cabinets in our clinic which is always locked out of working hours
  • on electronic records held on our computer system. Access to the system is locked when not in use, is password protected and backed up regularly.

We have a legal obligation to keep your personal information for 8 years after your most recent appointment (or age 25, if this is longer) but after this period you can ask us to delete your records if you wish. Otherwise, we will retain your records indefinitely in order that we can provide you with the best possible treatment should you need our services in the future.

If you would like more information about how we store your information and how long for, please contact Susan Brazier on 01905 831495.

Your Rights

You have the right to access your information and to ask us to correct any mistakes and delete and restrict the use of your information. You also have the right to object to us using your information, to ask us to transfer of information you have provided and to withdraw permission you have given us to use your information. For more information, see below.

You have the following rights (certain exceptions apply).

  • right of access: the right to make a written request for details of your personal information and a copy of that personal information
  • right to rectification: the right to have inaccurate information about you corrected or removed
  • right to erasure (‘right to be forgotten’): the right to have certain personal information about you erased
  • right to restriction of processing: the right to request that your personal information is only used for restricted purposes
  • right to object: the right to object to processing of your personal information in cases where our processing is based on the performance of a task carried out in the public interest or we have let you know the processing is necessary for our or a third party’s legitimate interests.
  • right to data portability: the right to ask for the personal information you have made available to us to be transferred to you or a third party in machine-readable formats
  • right to withdraw consent: the right to withdraw any consent you have previously given us to handle your personal information. If you withdraw your consent, this will not affect the lawfulness of the Osteopathic Clinic (Callow End)’s use of your personal information prior to the withdrawal of your consent and we will let you know if we will no longer be able to provide you your chosen service

Please Note: your rights are not absolute: they do not always apply in all cases and we will let you know in our correspondence with you how we will be able to comply with your request.

If you make a request, we will ask you to confirm your identity if we need to, and to provide information that helps us to understand your request better. If we do not meet your request, we will explain why.

In order to exercise your rights please contact Susan Brazier on 01905 831495.

Data Protection Contacts

If you have any questions, comments, complaints or suggestions in relation to this notice, or any other concerns about the way in which we process information about you, please contact Susan Brazier on 01905 831495 or at Osteopathic Practice, Upton Road, Callow End, Worcester WR2 4TY.

You also have a right to make a complaint to the Information Commissioner:

Information Commissioner’s Office
Wycliffe House, Water Lane,
Wilmslow, Cheshire,
United Kingdom. SK9 5AF.

Phone: 0303 123 1113 (local rate)
or 01625 545 745 (national rate)

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