Coles Injury and Rehab Clinics takes great care to protect the personal information that we hold for our patients in line with the requirements of the General Data Protection Regulation (GDPR). This privacy notice tells you what to expect us to do with your personal information.
1. The Clinic
Coles Injury and Rehab Clinics is a trading name of Coles Therapy Limited and is based at 185 Mayne Street, Hanford, Stoke-on-Trent, ST4 4QZ. Our telephone number is 01782 792210 and our email address is info@colestherapy.com. For the purposes of this privacy notice it will be referred to as ‘The Clinic’ hereafter. The Clinic provides osteopathy, physiotherapy and sports therapy treatments.
2. What Personal Information We Collect
The personal information we process (processing includes obtaining the information, using it, storing it, securing it, disclosing it, and destroying it) for current and previous patients includes:
- Name (including any previous names)
- Date of birth
- Phone numbers
- Email address
- Address
- GP surgery details
- Occupation
- Family group
- Medical history
- Health information
- Treatment notes
- Correspondence
- Referrals
- Scan reports and images
- Payment receipts
- Insurance claims
3. Where Personal Information Is Collected From:
- Patients directly (or their parent/guardian)
- CCTV footage or other recorded images
- Insurance companies
- Legal companies
4. Why We Collect Personal Information
a. To provide treatment
The Clinic records and keeps detailed medical information about patients. The Clinic only collects what is relevant and necessary to provide appropriate, safe and effective patient care, treatment and advice for all patients. When you visit our practice, your clinician will make notes which may include details concerning your physical health, medication, treatment, prescribed exercises and any other issues affecting your health. This personal information is held securely and is not shared with anyone not involved in your treatment, although for data storage and clinic administration purposes it may be handled by other members of staff.
b. To respond to service and appointment queries and to provide important service updates
Contact details provided by you such as telephone numbers, email addresses and postal addresses may be used to respond to your enquiries, to remind you of future appointments, to provide reports or other information concerning your treatment and to share information with you which The Clinic believes may be of interest to you.
c. To promote the clinic and its services
The Clinic will only maintain a marketing dialogue when you have opted in to receive marketing emails, and until you either opt out (which you can do at any time) or we decide to desist in promoting our services. The Clinic does not broker your personal information and you can ask to be removed from our marketing database by emailing or phoning The Clinic using the contact details provided at the top of this privacy notice.
d. To review your experience at the clinic
The Clinic may invite you to leave a review on Google, but your interaction with the Google website and your review is optional.
5. Lawful Basis
The legal basis for processing your personal information is to enable us to meet our obligations to you arising from any contract entered between us. This may include the provision of services and/or treatments for varying health problems. It is a condition of any treatment that you give consent to allow our clinical staff to document and process your personal medical information.
6. Consent
Through agreeing to this privacy notice you are consenting to The Clinic processing your personal information for the purposes outlined. You can withdraw consent at any time by contacting The Clinic using the postal, email address or telephone number provided at the top of this privacy notice.
7. Disclosure
The Clinic will keep your personal information safe and secure, and only staff engaged in providing your treatment will have access to your patient records, although our administration team will have access to your patient record and contact details so that they can make and manage your appointments. The Clinic will not disclose your Personal Information to third parties unless compelled to in order to meet legal obligations, regulations or valid governmental requests. Third parties we may share patients’ personal information with may include:
- Regulatory authorities
- NHS Local Authorities
- Insurance companies
- Loss assessors
- Fraud prevention agencies
- In the event of a possible sale of the practice at some time in the future.
We may also share personal information where we consider it to be in a patient’s best interest or if we have reason to believe an individual may be at risk of harm or abuse.
8. Retention
The Clinic will process personal information for the duration of any treatment and will continue to store patient details for eight years after the last consultation to meet any legal obligations. After eight years all personal information will be deleted or securely destroyed, unless basic information needs to be retained by us to meet our future obligations to you. Records concerning minors who have received treatment will be retained until the child has reached their 25th birthday.
9. Personal Information Storage
a. The Clinic
All patient records are stored securely at The Clinic and are accessible only to staff of The Clinic.
b. Data Processors
Apple provides our telephone system for the purpose of patient electronic correspondence and booking. Patient contact names, numbers, call history and text correspondence are stored securely in icloud.com. For more information please see apple’s Privacy Policy here Legal – Apple Privacy Policy – Apple.
Cliniko is a web-based software application that provides our online booking system and digital patient records. Cliniko indirectly collects and stores personal information from The Clinic for the purpose of our clinic operation and does not use it in any other way. For more information please see Cliniko’s Privacy Policy here https://www.cliniko.com/policies/privacy
Rehab My Patient is a web-based exercise prescription software. Rehab my Patient indirectly collects and stores personal information from The Clinic for the purpose of providing rehabilitation exercises and guidance and does not use it in any other way. For more information please see Rehab My Patient’s Privacy Policy here https://www.rehabmypatient.com/privacy_policy
10. Your rights as a data subject
Under data protection legislation, you have the following rights:
The right to be informed – You have the right to be informed about the collection and use of your personal data.
The right of access – You have the right to request a copy of the information that we hold about you.
The right of rectification – You have a right to correct data that we hold about you that you think is inaccurate or incomplete.
The right to erasure – You have the right to ask us to erase your personal data in certain circumstances.
The right to restrict processing – You have the right to ask us to restrict the processing of your personal data in certain circumstances.
The right of portability – You have the right to have the data we hold about you transferred to another organisation, or to you, in certain circumstances.
The right to object – You have the right to object to object to the processing of your personal data in certain circumstances.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice. You don’t usually need to pay a fee to exercise your rights. Where a request is made, we have one calendar month to respond to you.
In the event that The Clinic refuses your request under rights of access, we will provide you with a reason as to why, which you have the right to legally challenge.
11. Complaints
If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice. If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO at:
Information Commissioner’s Office:
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Telephone 0303 123 1113 or website https://ico.org.uk/make-a-complaint/
This policy was reviewed on 01 September 2024.