Carol Wells MCSP

 Chapeltown

and High Green Physiotherapy

Cape Horn Medical Centre, 1 Jeffcock Road, High. Green, Sheffield. S35 4HJ


Carol Wells MCSP MAACP

 Chapeltown

and High Green Physiotherapy


Cancellation Policy


Sometimes it is necessary to cancel an appointment. Sometimes it may be due to something unavoidable, and sometimes situations change. 

However it is not always possible to refill your appointment slot, especially at short notice, and I'm sure you can appreciate that any appointments not used mean that the physio does not have any earnings for that time if the slot remains empty. As a small business this can make a big impact.


I do understand that situations change and are not always avoidable and for this reason we simply ask that 24 hours notice is given whenever possible, (by phone or even a text will do). For
cancelations on the same day a 50% fee may be charged, although this is at the physio's discretion.  This helps us to use the otherwise empty appointment for other clients.

 

For appointments missed without cancelling in advance (DNA) then you may be charged the full session fee (at the physio's discretion). Please call as soon as you can if this happens. 


Following  cancellations or failed attendances  you may be asked to pre-pay a deposit for your next session when rebooking. This would be non-refundable should you fail to attend a second appointment with less than 24 hours notice. The deposit amount paid would be deducted from the total session fee payable when attending your appointment so does not increase your appointment fee overall, unless you fail to attend. Currently this fee is £20 and would be requested by bank transfer or payment link.


For all appointments funded by insurance companies the appointment will usually be treated as a fully chargeable appointment if  less than 24 hours notice is given.


Thank you for your understanding, and thank you to all those clients that already do contact ahead with notice, it is very much appreciated.


Privacy Statement


Name of data controller: Carol Ann Wells

                                                       Also trading as Chapeltown and High Green Physiotherapy and henceforth also referred to as “we/us”.


Business Address:    Cape Horn Medical Centre, 1 Jeffcock Road, High Green, Sheffield. S35 4HJ


Contact details:        info@chapeltownphysiotherapy.co.uk

                                          07507490888


Definitions: Carol Wells/ Chapeltown and High Green Physiotherapy / We are referred to and are interchangeable terms for the purpose of policies and statements. There are no other employees or associates at this time. Should they join the business then they will be bound by the same policies and statements.


What do we do?

Chapeltown and High Green Physiotherapy uses your personal information to provide healthcare/ physiotherapy services to you. Records are maintained in line with the Health and Care Professions Council (HCPC) standards of practice. Records are kept confidential, and we comply with the General Data Protection Regulations. We are also registered with the ICO


We hold your medical record so that we can provide you with safe and appropriate care and treatment. As a health care provider, we are legally obliged to gather and retain this information. 


We will also use your information so that we can check and review the quality of the care we provide. This helps us improve our services to you.


What data do we collect?

·       Personal details including (but not limited to) Name, address, date of birth, registered GP, telephone number, email, emergency contact etc.

·       Medical details and history – your clinical records including information volunteered by you as part of assessment and treatment sessions, for provision of physiotherapy for you

·       A record of appointment date and times

·       Details of third parties involved in your care eg. Insurance companies, GP, consultants, solicitors

·       Details of payments made and format. Please note that we hold no bank or financial details

.       Outcome measures (questionnaires at the start and end of treatment) and reviews/feedback forms.

·       We will only keep records of any other medical investigations or reports not written by us if you provide these to us, we will not access medical records or information from any third party about you unless it is provided as part of your referral, you volunteer it to us, or you have provided written consent for information to be requested from or sent to a third party (eg.GP, consultant etc).

·       

Why do we collect this data?

We collect your data with your consent and because we have a legal obligation to do so for the provision of your physiotherapy treatment. 

We also hold contact details, so we can contact you regarding appointments, your current or upcoming care  and information about the practice, as a legitimate basis of our provision of this physiotherapy business.

Data is also collected for legitimate business purposes to provide a profile of our patients, the conditions we treat, treatment outcomes and source of referral. Sometimes there is a contractual obligation to share this information with your insurance provider (if applicable); you should already have been made aware of this and you are advised to consult their privacy policies directly if this applies to you.

When emailing or enquiring by telephone about our services, information freely offered may be recorded for the purpose of providing information to you and as a prospective client. This data will then be subject to this privacy policy. This information, should the enquiry not result in actual treatment, may be held for up to one year or as per the legal requirement for medical records if clinical details of your condition are given.

Data is collected regarding outcomes and feedback to help improve our services to our clients and make improvements where needed. This helps us to maintain the high quality of service we endeavour to provide. Any general use of feedback or outcome will be anonymised.

We will never pass your details to any third parties*.


*The exception to this is if we are obliged legally or contractually to share your details (see below) and then only with your consent/knowledge. Or if you give written consent for information sharing with a specific named third party.

Data may be entered in to the Data For Impact study associated with Keele University. This is recommended by some insurance companies and ensures we are working towards becoming a  quality assured practitioner clinic. Patient details are then limited to name, age and problem area, for the purpose of data entry. They are anonymised on saving at the end of treatment and no contact details are ever recorded.  Please ask for further information.


Who else has access to your information?

Your records and information are confidential and only accessed by Carol Wells as Chapeltown and High Green Physiotherapy.

In some circumstances it may be necessary to share your details, including medical information with another party. This can include:

·       Your GP/Consultant

·       Your insurance company

·       Solicitors - relating to an ongoing claim

·       Our governing body in case of a complaint and investigation


In these situations, you will be asked to provide consent prior to information sharing. Please be aware that some reporting of clinical information (eg. diagnosis and treatment session information) is necessary for performance of contract for some of the insurance providers. In these cases, if you withdraw consent for us to share your information, then you may be required to self-fund your treatment. 

We are responsible for our own data and privacy sharing, but other providers and companies will have their own privacy policies in place that you should be aware of.


How long do we keep data?

We have a legal obligation to keep medical records for 8 years following your last treatment. In the case of children, records must be kept until their 25th birthday.

After this time records can and will be securely destroyed.

Personal details, details of dates attended, outcome information and in some case medical notes may be kept indefinitely with legitimate interest, for the purpose of being able to provide details in the case of a future enquiry or complaint and for practice profiling. 


Your Rights under the GDPR regulations

We process your data with your consent or where there is a legal obligation, where it is necessary for a contract or where there is a legitimate interest as detailed above.


You as the data subject are entitled to request access to your records and data at any time. To do this, the request must be received in writing, addressed to Carol Wells at the above address. We are obliged to respond to your request within one month.


You also have the right for any errors to be rectified and to request deletion of your data. Please be aware that this is not an absolute right and does not override any legal obligations we have to retain clinical records as set out above.


Please be aware that your privacy is important to us. Every effort is made to keep your data secure and we will not pass your details to other companies or individuals without your consent.


If you have any further questions regarding how we collect and process data about you, please contact us using the details provided at the top of this policy.




Privacy Statement last reviewed October  2024

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