Privacy Policy

Who We Are

This privacy policy applies to the following legal entities and websites:

• Spine Plus Ltd, operating Chigwell, Woodford and Hornchurch/Gidea Park clinics. Data Protection Officer: Robert Shanks. Contact: chigwellclinic@spineplus.co.uk
• The Chandler Clinic Ltd, operating the Bow clinic. Data Protection Officer: Darren Chandler.
• Spine Plus Ltd (Harley Street & Waterloo), Data Protection Officer: David Papamichael.

The following websites are covered by this policy:

• spineplus.co.uk
• spineplus-chigwell.co.uk
• spineplus-woodford.co.uk
• injuryfitpro.com
• spineplus-bow.co.uk
• spineplus-stratford.co.uk
• harleystreetspineclinic.com
• harleystreetsolutions.com

What Information We Collect

We collect personal information when you:

• Make an appointment (online, by phone or in person)
• Complete a patient registration or health questionnaire form
• Contact us by email, phone or through a website form
• Subscribe to communications from us
• Visit our website (via cookies and analytics tools)

The information we collect may include your name, address, telephone number, email address, date of birth, and health information relevant to your treatment.

How We Use Your Information

We use your personal data to:

• Provide clinical assessment and treatment services
• Manage appointments and communicate with you about your care
• Maintain clinical records as required by our professional regulatory bodies
• Contact you with appointment reminders or relevant health information
• Comply with our legal and professional obligations

We will not share your personal data with third parties without your consent, except where required by law or for the purpose of your direct clinical care (for example, when referring you to another healthcare professional).

Legal Bases For Processing Your Data

Under data protection legislation, we must have a lawful reason for obtaining and processing your personal data. The bases we rely on include:

• Contract: We need your data to fulfil our obligations to you. To see you in clinic we need your information to create a new patient profile on our database. To commence treatment, we need a record of your personal and medical history to ensure your treatment is clinically appropriate, safe and effective.
• Legal Obligation: There may be situations where we are required by law or regulatory bodies to process your data, for example as part of investigations by regulatory bodies such as the General Osteopathic Council or the Health Professionals Council, or in connection with legal proceedings.
• Legitimate Interests: We may use the contact details you provide to call, email, SMS or instant message you regarding your enquiry, or to provide you with requested and relevant information. We may also combine and anonymise your data with that of other patients to identify trends, complete patient audits, and make improvements to our service.

We also process your sensitive personal data (special category data) where this is necessary for medical/health diagnosis and the provision of healthcare and treatment.

How We Collect Your Personal Data

There are a variety of ways we may collect your personal data, including but not limited to:

• When you communicate with us by phone, email, SMS or instant messaging
• When you visit our website
• When you engage with us on social media
• When you interact (open/click) with our emails
• When you request further information from us
• When you arrange appointments with clinic staff
• When you attend appointments and as part of the consultation process
• When you make payments to us or require a refund
• When you complete any forms
• When you've given a third party permission to share information they hold about you with us (for example, Facebook)
• When you complete surveys or testimonial requests we send you
• When you review our services (for example on Google or Facebook)
• When you refer a friend, or are referred by a friend

Types of Personal Data We Collect

• Information submitted via our general enquiry form: name, email address, telephone number and details of your enquiry
• Information from the Personal Details Form completed when arranging a new patient consultation, used to set up your patient profile
• Health screening questionnaires completed prior to your consultation
• Details of your interactions with us by phone, in clinic or online, including notes of phone conversations and retained email correspondence
• Details of your interaction with our websites: how you arrived, pages visited, time spent, links clicked, and technical information about your device and connection
• Your reviews, testimonials, survey responses and comments
• Payment details

Protecting Your Data

We take the security of your data seriously and take appropriate steps to protect it from unauthorised access, loss or misuse. Your personal data is never sold for any purpose.

Sharing Your Personal Data

We will never sell your data to third parties. We do routinely use third parties to support, manage or deliver some of our day-to-day administrative and business operations, so it may be necessary to share your personal data with:

• Companies that help us deliver our emails and electronic communications
• Companies that support our website, appointment/phone handling and other IT/business systems
• Companies that provide analytics services
• Companies whose services we engage for the provision of your medical care and/or support

We select these companies carefully, only provide them with the data they need, and only permit them to use it for the purposes we specify and agree with them. It may sometimes be necessary to share your data with regulatory bodies. We will never share your personal data, sensitive or otherwise, with any third party not directly involved in your care without your express written permission.

Marketing Emails

We do not routinely use email for marketing purposes. We do occasionally use our group email facility to share pertinent information with patients, and patient identity is always protected. If you do not want to receive these emails, contact your clinic to be removed from the list. This is processed manually so there may be a short delay, during which you may still receive some emails. Opting out may mean you stop receiving information about service delivery and improvements relevant to your ongoing care; you will still receive correspondence in reply to your own enquiries, or regarding your treatment plan or appointment bookings/alterations/cancellations.

Health Information

Health data is classified as "special category" data under GDPR. We collect and process health information on the basis of providing healthcare services to you. Your clinical records are maintained securely and accessed only by the clinical staff involved in your care.

Data Retention

Clinical records are retained in accordance with the guidance of our professional regulatory bodies and applicable law. General correspondence and contact information is retained for as long as necessary for the purpose for which it was collected.

Your Rights

Under UK GDPR, you have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate data
• Request deletion of your data in certain circumstances
• Object to or restrict processing of your data
• Data portability (receive your data in a machine-readable format)
• Lodge a complaint with the Information Commissioner's Office (ICO)

To exercise any of these rights, please contact the relevant Data Protection Officer listed above.

Cookies

Our websites use cookies to improve your browsing experience and to gather anonymous analytics data about site usage. You can control cookies through your browser settings.

Changes to This Privacy Notice

We may update this notice to reflect how we use your personal data. We will notify patients of any significant changes by email. We encourage you to review this policy regularly to stay informed of how we use your data.

Contact

If you have any questions about this privacy policy or how we handle your personal data, please contact:

• Email: chigwellclinic@spineplus.co.uk
• Phone: 020 8501 0937 (Chigwell)
• Phone: 020 8506 1000 (Woodford)

Complaints

If you are concerned about the way your data has been handled, please contact our Data Protection Officer using the details above. If you are not satisfied with our response, you can report your concerns to the UK Information Commissioner's Office (ICO) at www.ico.org.uk.

Questions

If you have any questions about this privacy notice that haven't been sufficiently addressed, please contact our Data Protection Officer using the details above.