PhysioHub is committed to protecting your privacy. This policy explains what personal information we collect, why we collect it, how we look after it, and the rights you have over it under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
PhysioHub is a physiotherapy clinic operating from the Treatment Room at Anytime Fitness Uckfield, Suite 4, Bell Lane, Uckfield, TN22 5DQ. For the purposes of data protection law, PhysioHub is the data controller for the personal information described in this policy.
If you have any questions about this policy or how your data is handled, contact us at [email protected] or on 07481 116 752.
Contact and booking details — your name, phone number, email address, and appointment details, collected when you book an appointment, contact us by phone or email, or fill in a form.
Health information — details of your symptoms, medical history, assessment findings, and treatment records, collected during your appointments. This is "special category" data under UK GDPR and is handled with additional care, as required of a healthcare provider.
Payment information — records of payments for treatment. We do not store card numbers ourselves.
We use your information to provide safe, effective physiotherapy care: to assess and treat you, keep accurate clinical records (a professional obligation for HCPC-registered physiotherapists), manage bookings and payments, and respond to your enquiries.
Our lawful bases are: contract (providing the treatment you have booked), legal obligation (record-keeping duties as a regulated healthcare provider), legitimate interests (running and administering the clinic), and, for health information, the additional condition of the provision of healthcare under Article 9(2)(h) UK GDPR.
We do not use your information for automated decision-making or profiling, and we will never sell it.
Cliniko — our online booking and clinical records system. When you book online through the form embedded on our Book an Appointment page, your details are processed by Cliniko on our behalf. Cliniko's own privacy policy is available at cliniko.com.
Google Maps — our contact page embeds a Google map to show our location. Loading the map involves Google processing your IP address and may set Google cookies; see Google's privacy policy.
Netlify — our website hosting provider, which processes standard server logs (such as IP addresses) needed to serve the site securely.
To let your physiotherapist give you their full attention during appointments, we use Heidi Health, an ambient AI voice transcription tool, to help with clinical documentation. During your session it transcribes the conversation and drafts the clinical notes, which your physiotherapist reviews and approves before anything is added to your record.
Heidi Health is fully NHS-compliant and approved, and is used across UK GP surgeries and NHS trusts. It adheres to strict NHS standards, including DTAC, DSPT, and DCB0129, and uses UK-hosted servers to ensure your data is kept secure.
We will always inform you before your session that Heidi is being used. If you would prefer that we don't use it, just let us know — you can opt out at any time, and this will not affect your care in any way.
This website itself does not use tracking or analytics cookies. Our cookie banner lets you choose between three categories: Necessary (essential cookies that remember your cookie choice — always on), Preferences (functional cookies that remember display and site settings), and Optional (non-essential cookies that support embedded third-party services such as our online booking form and map). Your choice is saved in your browser's local storage so we don't ask you again — that information never leaves your device. You can change your choice at any time via the "Cookie Settings" link in the footer.
The embedded third-party services above (the Cliniko booking form and the Google map) may set their own cookies when those pages load. You can clear or block cookies at any time through your browser settings.
In line with guidance for healthcare records, adult clinical records are kept for 8 years after your last appointment, and records for children until their 25th birthday (or 26th if they were 17 at the end of treatment). General correspondence and booking information is kept only as long as needed for the purpose it was collected.
Your information is kept confidential. We only share it with your GP, consultant, or another healthcare professional with your consent (for example, when writing a referral letter), or where we are required to by law or to protect someone from serious harm. Our service providers listed above process data on our behalf under contracts that protect it.
You have the right to access a copy of the information we hold about you, to have inaccurate information corrected, to ask us to delete information (where we are not legally required to keep it), to restrict or object to certain processing, and to data portability. To exercise any of these rights, contact [email protected].
If you are unhappy with how we have handled your data, please contact us on +44 (0)7909 309 881 or at [email protected] — we can guide you through and facilitate a complaint to the Information Commissioner's Office (ICO). We'd appreciate the chance to resolve your concern first — our complaints pathway explains how.
We may update this policy from time to time; the date at the top shows when it was last revised.