1. Who We Are

This website is operated by Physio Healing Hands, trading as Healing Hands Physiotherapy and Wellness (referred to as "we", "us" or "our" throughout this policy).

Website: https://physiohealinghands.co.uk/

We are committed to handling your personal information responsibly and in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Information We Collect

Depending on how you interact with our website and services, we may collect the following types of information:

Personal Information

• Your name and contact details.
• Email address and telephone number.
• Postal address and postcode.
• Appointment and booking information.
• Payment and transaction information where applicable.

Health and Medical Information

As a physiotherapy and healthcare provider, we may collect special category personal data relating to your health, including:

• Medical history and existing health conditions.
• Symptoms, injuries and pain-related information.
• Physiotherapy assessments and treatment records.
• Information relating to your rehabilitation and progress.
• Relevant medical reports or information provided by you or your healthcare professionals.

Technical Information

• IP address and browser information.
• Device type and operating system.
• Website usage and browsing activity.
• Cookies and similar tracking technologies.

3. How We Collect Your Information

We may collect information through:

• Contact forms and enquiry forms on our website.
• Appointment booking systems.
• Telephone calls and email correspondence.
• In-person consultations and physiotherapy assessments.
• Payment and service-related transactions.
• Website cookies and analytics technologies.
• Information shared with us by authorised healthcare professionals, where appropriate.

4. How We Use Your Information

We use your personal information to provide our services, communicate with you and operate our business effectively. This may include:

• Responding to enquiries and consultation requests.
• Scheduling and managing appointments.
• Providing physiotherapy and wellness treatments.
• Assessing your health needs and developing treatment plans.
• Maintaining accurate clinical and treatment records.
• Processing payments and managing transactions.
• Providing appointment reminders and service updates.
• Improving our website, services and patient experience.
• Meeting our legal, regulatory and professional obligations.
• Sending marketing communications where you have given the necessary permission or where otherwise legally permitted.

5. Lawful Basis for Processing

Under UK data protection law, we must have a lawful basis for collecting and using your personal information. Depending on the purpose, we may rely on:

• Consent: Where you have given permission for a specific use of your information.
• Contract: Where processing is necessary to provide a service or fulfil an agreement with you.
• Legal obligation: Where we need to comply with applicable laws and regulations.
• Legitimate interests: Where processing is necessary for our legitimate business interests, provided your rights and freedoms are not overridden.

Health information is classified as special category personal data. We will only process this information where an appropriate additional condition under UK GDPR Article 9 applies, alongside an applicable lawful basis under Article 6.

6. Sharing Your Information

We do not sell your personal information. However, we may share relevant information with trusted third parties where necessary to provide our services or meet legal obligations.

These may include:

• Appointment booking and practice management providers.
• Secure website hosting and IT service providers.
• Payment processing providers.
• Healthcare professionals involved in your care, where appropriate and lawful.
• Professional advisers, insurers or regulatory authorities where legally required.

We expect service providers handling personal information on our behalf to protect it appropriately and use it only for authorised purposes.

7. How We Protect Your Information

We take appropriate technical and organisational measures to protect personal information against unauthorised access, accidental loss, alteration, disclosure or destruction.

These measures may include access controls, secure systems, password protection and appropriate data handling procedures.

While we take reasonable steps to protect your information, no method of electronic transmission or storage can be guaranteed to be completely secure.

8. How Long We Keep Your Information

We retain personal information only for as long as necessary for the purposes for which it was collected, including providing treatment, maintaining clinical records, meeting legal obligations and resolving disputes.

Retention periods may differ depending on the type of information, applicable legal requirements and professional guidance. Once information is no longer required, it will be securely deleted or anonymised where appropriate.

9. Cookies and Website Analytics

Our website may use cookies and similar technologies to improve functionality, understand website usage and enhance your browsing experience.

Cookies are small text files stored on your device when you visit a website.

Types of Cookies

• Essential cookies: Required for the website to operate correctly.
• Functional cookies: Help remember your preferences and settings.
• Analytics cookies: Help us understand how visitors use our website.
• Marketing cookies: May be used to deliver or measure relevant advertising, where enabled.

You can manage your cookie preferences through the cookie settings available on our website, where provided, or through your browser settings.

Non-essential cookies will only be placed where the required consent has been obtained.

10. Comments and Website Forms

If comments or enquiry forms are available on our website, information submitted through them may be collected and processed to respond to your request and maintain website security.

We may also collect technical information, such as your IP address and browser details, where necessary for spam prevention and website security.

Please avoid submitting sensitive medical information through general website enquiry forms unless the form is specifically designed and secured for that purpose.

11. Links to Other Websites

Our website may contain links to external websites and third-party services.

We are not responsible for the privacy practices, content or security of external websites. When visiting another website, we recommend reviewing its own privacy policy.

12. Your Data Protection Rights

Under applicable UK data protection legislation, you may have the following rights:

• Right of access: Request a copy of the personal information we hold about you.
• Right to rectification: Request correction of inaccurate or incomplete information.
• Right to erasure: Request deletion of your personal information in certain circumstances.
• Right to restrict processing: Request that we limit how your information is used.
• Right to data portability: Request certain personal information in a portable format.
• Right to object: Object to certain types of processing, including direct marketing.
• Right to withdraw consent: Withdraw consent where processing is based on your consent.

These rights are subject to certain legal conditions and exemptions. For example, we may need to retain certain clinical or financial records where required by law.

13. Marketing Communications

We may occasionally send information about our services, healthcare updates, news or offers where we have the appropriate permission or another lawful basis.

You can opt out of marketing communications at any time by using the unsubscribe option in our emails or by contacting us directly.

Opting out of marketing will not affect essential service-related communications, such as appointment confirmations or treatment-related updates.

14. Children's Privacy

We take the privacy of children seriously. Where we collect personal or health information relating to a child, we will handle that information in accordance with applicable data protection requirements and appropriate safeguarding procedures.

15. International Data Transfers

Some of our website hosting, software or service providers may process personal information outside the United Kingdom. Where this occurs, we will ensure that appropriate safeguards are in place in accordance with applicable data protection law.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, website functionality, legal requirements or data protection practices.

Any updates will be published on this page. We encourage you to review this page periodically.

17. Contact Us

If you have questions about this Privacy Policy, wish to exercise your data protection rights or have concerns about how your personal information is handled, please contact us.

Last updated: November 2026