Privacy and Cookie Policy

Effective Date: 01 March 2025

At Physio Nest, we are committed to protecting your privacy and handling your personal information with the utmost care. This privacy policy outlines how we collect, use, store, and protect your personal data when you interact with us, both online (via our website, www.physionest.co.uk) and offline (in person, over the phone, or via paper forms). By using our website and services, you consent to the practices outlined in this policy.

1. Information We Collect

We collect personal data in the course of providing physiotherapy services and managing our website. This may include:

• Personal Details: Name, email address, phone number, and contact information

• Health Information: Medical history, treatment details, and other health-related information necessary for your physiotherapy care

• Payment Information: Bank account details for bank transfers or cash payment records

• Website Interaction Data: IP address, browser type, and browsing behaviour on our website (if you visit us online)

• Cookies and Tracking Data: As explained further in our Cookie Policy (below)

Data is collected both when you directly provide it to us (e.g., filling out forms on our website or in person) and automatically when you interact with our website (e.g., via cookies or tracking technologies).

2. How We Use Your Information

We use the information we collect for the following purposes:

• Providing Physiotherapy Services: To deliver the physiotherapy care and services you request

• Operational Communications: To communicate with you regarding appointments, treatment plans, and payment details

• Improving Our Services: To analyze how visitors use our website, improve content, and provide a better user experience

• Legal and Regulatory Compliance: To meet legal, insurance, and regulatory obligations, such as record-keeping requirements for your treatment

3. Data Storage and Retention

Your personal information will be securely stored in compliance with applicable laws and regulations. We retain your personal data for the following periods:

• Adults: Records will be retained for 8 years from the date of your last treatment.

• Children: Records will be retained for 8 years after their 18th birthday, or until they turn 25, whichever is later.

Data Transfer from Paper to Digital: Any physical information (e.g., notes, forms) taken during consultations or therapy sessions will be securely transferred to our digital system. Once the information has been successfully transferred, any paper records will be securely destroyed, ensuring no physical copies remain.

Paper records will be stored securely during this transfer process and only until the data is safely logged online.

4. Data Security

We take the security of your personal data seriously. We use appropriate technical and organizational measures to protect your information from unauthorized access, disclosure, alteration, or destruction, including:

• Physical Security: Paper records are stored in locked, secure areas until they are transferred online. Once transferred, these paper records are securely destroyed.

• Digital Security: Electronic records are stored on secure, password-protected systems that are regularly updated.

• Data Encryption: Where applicable, sensitive information (such as payment details) will be encrypted for extra protection.

5. Data Sharing

We do not sell or trade your personal data to third parties. However, your personal information may be shared in the following situations:

• With your consent: For example, if we need to refer you to another healthcare professional or share information with your insurance provider.

• Legal and Regulatory Requirements: If required by law (e.g., to comply with insurance requirements or for audits).

• Service Providers: We may share information with third-party service providers that help us operate our website and provide services to you (e.g., payment processors). These providers are contractually obligated to protect your data and use it only for the specified purposes.

6. Cookies and Tracking Technologies

Our website may use cookies and similar tracking technologies to enhance your experience and gather information about how our site is used. Cookies are small text files stored on your device that help us remember your preferences and track website performance.

For more information on how the website uses cookies, please see Google's Cookie Policy.

7. Accessing and Updating Your Information

You have the right to access, update, or request a copy of the personal data we hold about you. If you would like to review or modify the information we hold, or if you wish to request the deletion of your data (where applicable), please contact us using the details below.

8. Your Rights Under Data Protection Laws

Under data protection laws such as GDPR, you have several rights regarding your personal data:

• Right to Access: Request a copy of the personal data we hold about you.

• Right to Rectification: Correct inaccurate or incomplete information we have about you.

• Right to Erasure: Request that we delete your personal data, subject to certain conditions.

• Right to Restrict Processing: Limit how we use your personal data in some circumstances.

• Right to Object: Object to the processing of your personal data, including for marketing purposes.

To exercise these rights, please contact us using the information below.

9. Confidentiality

We are committed to maintaining the confidentiality of your personal and health-related information. All information shared with us during your treatment will be kept confidential unless:

• You give consent to share it with another healthcare provider or third party.

• There is a risk of harm to yourself or others, in which case we may need to disclose your information to ensure your safety.

• Required by law: In some circumstances, we may be required to share information to comply with legal or regulatory obligations.

10. Changes to This Privacy Policy

We may update this privacy policy from time to time. Any changes will be posted on this page with an updated effective date. Please check back periodically for any updates.

11. Contact Information

If you have any questions or concerns about how we handle your personal data, or if you wish to exercise your data protection rights, please contact us.

• Via the website contact page

By using our services or visiting our website, you acknowledge and agree to the collection and processing of your personal data as described in this policy.