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Privacy and Data

Privacy and Data Use

Booking an Appointment


When booking an appointment with Specialised Physiotherapy you will be required to give your name, address, date of birth, contact number and email.

These details are required to open an electronic file in your name, ready for your booked physiotherapy consultation. This information is used to identify you and keep your notes secure.  We will also use this information for appointment reminders and to contact you in the unlikely event that we need to reschedule your appointment.


It is your right to advise us as to how you would prefer to be contacted,  you can update us at any time if you no longer wish to be contacted. 


Medical Notes


As a practice the HCPC and CSP state we have a legal obligation to maintain records of your physiotherapy sessions, observations and treatment provided. These cannot be deleted upon request as in very rare circumstances the governing bodies named above can ask to view clinical data.


Notes are kept on file for 8 years from the last date of treatment and for children eight years after their 18th birthday.


You are able to request a copy  of the data held about you at anytime (GDPR calls this' Right to Access') – to do so, email  Once your identity is verified the requested data will be provided within 28 days free of charge. If you notice any inaccuracies in the data we hold about you, you can ask for this to be amended.  If your notes are hand written (prior to 2019) these notes will be photocopied and you will be sent a copy by recorded mail or hand delivered.  If notes are held on Cliniko your personal details can be collated digitally and sent securely – or printed if you would prefer (GDPR calls this Right to Portability).


In 2019 Specialised Physiotherapy migrated to a digital secure and encrypted service called Cliniko in order to become a paperless clinic, and allow patients to book appointments online.  More information on Cliniko privacy policy can be found here . Prior to this notes were recorded manually on paper, and stored in locked filing cabinets.  After the required time frame these notes are shredded as per guidance.



Clinic Letters


After your first assessment we often write to your GP or consultant regarding the findings of the assessment and identifying a treatment plan moving forwards.  You will always receive a copy of this.  You  may  choose not to give consent for us to contact your GP, if this is the case please advise your therapist.


Letters can be sent electronically through a secure email service like or posted.  To send patients a copy of a letter (who do not have a secure email account) then we will send via post or we will encrypt and password protect a pdf document before sending it. You will receive a separate email regarding the unique password.


Tele Health or Virtual  Consultations


Our Virtual or Online consultations are offered through Cliniko’s integrated telehealth software, this is to ensure sessions are fully encrypted and secure.  The appointment is booked online and you will receive a secure link providing access to the virtual consultation room.

All video calls are secured with end-to-end encryption and meet the same strict privacy and security standards as other Cliniko features.

Cliniko keeps your records safe, and all their features are designed to meet the data protection regulations of  GDPR,

Read more about how Cliniko keeps your data secure here:





What type of information do we collect?


We receive, collect and store information you enter on our website or share with us in anyway. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address, password, computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.



How do we collect information?


When you conduct a transaction on our website, as part of the process, we collect personal information you share with us such as your name, address and email address and contact number. Your personal information will be used for the specific reasons stated above in order for us to contact you to answer your query.


Why do we collect such personal information?


We collect such non-personal and personal information for the following purposes:

  1. To be able to contact our Visitors and Users with general or personalised service-related notices and promotional messages;

  2. To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services; 

  3. To comply with any applicable laws and regulations.


How do we store, use, share and disclose your site visitors' personal information?


Specialised Physiotherapy’s website is hosted on the platform. provides direct link to our Online Booking Cliniko Service (details above). Our website also contains all applicable information on services offered. Your data may be stored through data storage, databases and the general applications. They store your data on secure servers behind a firewall. 

We are not currently offering the e-commerce section of the website but hopefully this is to come soon .  When e-commerce becomes live all direct payment gateways offered by and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.


How do we communicate with site visitors?


We will contact you if you send us a message via the 'contact us' section of the website to answer your email.


We also will begin a subscribe section to the website and when this is live you will be able to subscribe to receive email alerts when new blogs are written or when we have updates regarding new treatments or new research is released.  We will  be able to canvas your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.


How do we use cookies and other tracking tools?


Use of Cookies: Cookies are pieces of information that a website transfers to an individual’s computer hard drive for record keeping purposes. Cookies make using our site easier by, among other things, saving your passwords and preferences for you. These cookies are restricted for use only on our Site, and do not transfer any personal information to any other party. Most browsers are initially set up to accept cookies. You can, however, reset your browser to refuse all cookies or indicate when a cookie is being sent. Please consult the technical information relevant to your browser for instructions. If you choose to disable your cookies setting or refuse to accept a cookie, some parts of the Site may not function properly or may be considerably slower


Types of Cookies


Types of Cookies can be classified according to their type, duration and category.  Below are cookies that are placed on Wix sites


First-Party Cookies


Cookie Name // Duration // Purpose


ForceFlashSite //Session // When reviewing a mobile site (old mobile under

Hs // Session // Security

smSession //Persistent (Two days or two weeks) // Identifies logged in site members

XSRF-TOKEN // Session // Security


Third Party Cookies        


Cookie Name // Duration // Purpose


TS* // Session // Security

TS01******* // Session // Security

TSxxxxxxxx (where x is replaced with a random series of numbers and letters) // Session // Security

TSxxxxxxxx_d (where x is replaced with a random series of numbers and letters) // Session // Security



To learn more about cookies we recommend researching further, a good source is  You will then be confident you know what cookies are for, how they are sued and how to manage them properly.  You can learn how to stop your browser from accepting cookies by changing your browser settings.  However, you must be aware that disabling or deleting cookies may make it difficult to access some part of the website.


How can you withdraw your consent?


If you don’t want us to process your data anymore, please contact us at and we can remove you from our mailing list.


Privacy Policy Updates


We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. 

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