Privacy policy
Our contact details
Name: The Pelvic Pain Network
Address: Ty Scarab Cardiff Road, Taffs Well, Cardiff, Wales, CF15 7QD
E-mail: hello@pelvicpainnetwork.co.uk
8th October 2023
The type of personal information we collect
We currently collect and process the following information:
· Personal identifiers, contacts and characteristics including: name, date of birth, address, telephone number, email address, GP’s name and address. We may also be sent a person’s NHS or private hospital identification number in a referral letter from an outside institution.
· Personal identification information on our staff including name, date of birth, address, email address, telephone number and CSP and HCPC registration details.
How we get the personal information and why we have it
Most of the personal information we process is provided to us directly by you for one of the following reasons:
· When booking a telehealth physiotherapy session on our website
· When contacting us to organise a telehealth physiotherapy session
· When applying for employment with us
· When signing up for our newsletter
We also receive personal information indirectly, from the following sources in the following scenarios:
· If you were referred to us for physiotherapy treatment by another health professional
We use the information that you have given us in order to
· Ensure that you are the correct person so that only information relevant to you is saved in your physiotherapy file
· To identify referral letters, clinic letters and investigation reports about you that are sent to us from other health professionals are saved in your physiotherapy file
· Contact you to remind you of an upcoming appointment, or to reorganise your appointment
· Keep you safe, should we need to send medical support to your location
· Send you our regular newsletter full of information about pelvic pain and it’s treatment, and our news
We may share this information with other registered health professionals when we have agreed with you to refer you for further investigations or treatment, or to inform your GP of your progress.
Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are:
We have a legal obligation.
As HCPC and CSP Chartered Physiotherapists we have a legal obligation to maintain records of your physiotherapy sessions, our observations and the treatment we have provided you. We collect your personal information on our website when you sign up to an appointment, through an application called Cliniko. We use your personal data to make these notes identifiable and ensure they are accurate representations of what happened during the session, what you have told us about your condition, the responses to relevant questions we have asked and our clinical reasoning of all the information you have provided. These documents cannot be deleted upon request as in very rare circumstances the UK governing bodies can ask to view them in the future. We are required to keep records for eight years from the date of last treatment for adults and for eight years after the 18 birthday or until 25 years of age for children.
After your first assessment we write a letter sent through the Royal Mail post to your GP with details of your assessment, any treatment provided and our plan for future treatment. This is a usual medical courtesy to ensure that all the health professionals involved in your care are up to date with what is happening and the plan for your rehabilitation. You will be asked for your consent for this at your first session and can also ask for a copy of the letter. You can also decline consent for details to be sent to your GP, however should we feel significant concern for your health and that it is in your best interests we have a duty of care to inform your GP of our concerns. If we feel that you would benefit from being seen by another healthcare professional we will seek consent from you to write a referral letter to them, providing them with your contact details along with details of your health and pelvic pain condition, and any details of treatment or interventions received so far and their outcome.
You can request a copy of the data held about you at any time, free of charge. Once we have verified your identity this will be provided within 28 days. If you notice any inaccuracies in the data we hold about you, you can ask for this to be amended. During your rehabilitation you will be asked to verify that your contact and personal details are correct.
If you have provided your personal information to sign up to our newsletter only then this data is stored in a MailChimp account. You can cancel your subscription to our newsletter at any time by following the link at the bottom of the newsletter. You can request a copy of the data held about you at any time, free of charge. Once we have verified your identity this will be provided within 28 days.
How we store your personal information
Your information is securely stored.
If you have signed up for physiotherapy assessment and treatment:
We are required to keep our records, and therefore your personal identifiable data, for eight years from the date of last treatment for adults and for eight years after the 18 birthday or until 25 years of age for children. The personal data that we keep for this time will include, but not be limited to: your name, date of birth, address, telephone number, email address and details of your GP practice, all notes of physiotherapy sessions and contact, referral and clinic information letters, investigation reports and meeting reports from other healthcare providers.
The data is held on secure servers within the online Cliniko application. Cliniko is UK GDPR compliant. You can read more about their data protection and compliance methods here: https://help.cliniko.com/en/articles/4792789-how-cliniko-helps-you-comply-with-uk-gdpr Access to Cliniko is password protected with 2-factor authentication. Laptops used to access Cliniko are also password protected and have active anti-virus software. Passwords are regularly changed.
After the legally required time period we will erase all data pertaining to you. Should you wish to use your “right to erasure” i.e. to have your data removed we will archive your notes. This will remove them from being accessible bar by the Pelvic Pain Network Ltd’s directors, and maintain our obligation to retain legal notes up until the time periods previously mentioned. Once those time periods have elapsed any retained data will be erased fully.
If you have signed up to our newsletter:
We keep your name and email address for as long as you consent to continuing to receive newsletters. Should you wish to opt out of your subscription to our newsletter you can use the link at the bottom of the newsletter. Your data will then be removed from our MailChimp account and destroyed. We store data for our newsletter using the online application MailChimp, in a password protected account enhanced with 2-factor authentication. Laptops used to access this account have active anti-virus protection software and the passwords are regularly changed. MailChimp is UK GDPR compliant in it’s storage and processing of data.
If you have applied for employment with us:
We keep data including your name, address, date of birth, telephone number, CSP and HCPC registration details, and degree details for the period of time in which your application is being processed. Your details are stored on a password protected, 2-factor authentication enabled cloud storage service in a password protected file. If you are not successful in your application your details will be stored for 2 years to allow for future applications and for our in house recording of legal processes. If you are successfully employed we will store your details for the duration of your employment and for 3 years following, to allow us to appropriately record our legal processes.
Your data protection rights
Under data protection law, you have rights including:
Your right of access - You have the right to ask us for copies of your personal information.
Your right to rectification - You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances.
Your right to restriction of processing - You have the right to ask us to restrict the processing of your personal information in certain circumstances.
Your right to object to processing - You have the the right to object to the processing of your personal information in certain circumstances.
Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.
Please contact us at hello@pelvicpainnetwork.co.uk if you wish to make a request.
How to complain
If you have any concerns about our use of your personal information, you can make a complaint to us at hello@pelvicpainnetwork.co.uk.
You can also complain to the ICO if you are unhappy with how we have used your data.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk