Privacy Policy

Coalville Osteopathy Clinic

Debbie Upton - GOsC Registration 12286

Last Updated September 2026

Coalville Osteopathy Clinic takes your privacy and the confidentiality of your information seriously.

This Privacy Policy explains what personal information I collect, why I collect it, how it may be used and stored, who it may be shared with, and your rights in relation to your information.

As an osteopath, I have professional and legal responsibilities regarding the confidentiality and security of patient information and clinical records.

Information I Collect:

When you contact Coalville Osteopathy Clinic, make an appointment or receive treatment, I may collect information including:

Your name, date of birth, address and contact details
Emergency contact details where appropriate
Appointment information
Relevant medical history and current medication
Information about your health, symptoms, injuries and reason for attending
Examination and assessment findings
Working diagnoses
Treatment provided and treatment plans
Advice, exercises and management plans
Clinical notes relating to your appointments and progress
Relevant correspondence between you and the clinic
Relevant correspondence with other healthcare professionals
Payment and transaction information

Health information is classed as special-category personal data under UK data-protection legislation and is therefore treated with additional care and confidentiality.

Why I Collect and Use Your Information

Your information may be used where necessary to:

Provide safe and appropriate osteopathic assessment, diagnosis, treatment and ongoing care
Maintain accurate clinical records
Arrange and manage appointments
Contact you regarding appointments or your care
Send appointment confirmations and reminders
Communicate with other healthcare professionals where appropriate
Process payments and maintain appropriate financial records
Respond to enquiries, concerns or complaints
Meet professional, regulatory, insurance and legal requirements
Safely and effectively manage Coalville Osteopathy Clinic

Lawful Basis for Using Your Information

Coalville Osteopathy Clinic processes personal information only where there is an appropriate lawful basis under UK data-protection legislation.

Health information requires additional protection. Where health information is necessary for the provision and management of your healthcare, it is processed in accordance with the provisions applying to healthcare professionals and their professional duty of confidentiality.

Where consent is specifically required for a particular use or disclosure of your information, this will be discussed with you.

Clinical Records and Appointments – Cliniko

Coalville Osteopathy Clinic uses Cliniko practice-management software to manage appointments and securely maintain patient and clinical records.

Information held within Cliniko may include your contact details, appointment history, medical and health information, clinical notes, assessment findings and information relating to your treatment and ongoing care.

Website and Contact Form – Wix

The Coalville Osteopathy Clinic website is provided through Wix.

If you submit an enquiry using the website contact form, information you provide, such as your name, email address, telephone number and message, will be processed through Wix so that I can receive and respond to your enquiry.

Please avoid including unnecessary sensitive or detailed medical information in the website contact form. Detailed medical information can be discussed securely as part of your consultation and clinical record.

The website may also use cookies and similar technologies necessary for the website to operate. Other cookies may be used, depending upon your preferences, to help understand how visitors use the website and improve its performance.

Where required, you will be given the opportunity to manage your cookie preferences.

Email, Telephone and Text Messages

If you contact Coalville Osteopathy Clinic by email, telephone or text message, your contact details and the contents of your communication may be processed or retained where necessary to respond to your enquiry, arrange or manage an appointment, or provide your care.

The clinic uses Apple services, including iCloud email and mobile communications, and Telecoms World for its business telephone service.

Please be aware that standard email and text messaging are not always completely secure methods of communication. Please avoid sending unnecessary sensitive medical information by email or text.

Payments – SumUp

Card payments are processed using SumUp.

Where you choose to pay by card, SumUp may process information necessary to complete the transaction.

Coalville Osteopathy Clinic does not retain your full card details.

Confidentiality and Sharing Your Information

Your clinical information is confidential and your personal or clinical information will never be sold to third parties.

There may be circumstances where it is appropriate to communicate with another healthcare professional involved in your care, such as your GP, physiotherapist or consultant. Where appropriate, I will discuss this with you and obtain your consent before doing so.

There may be exceptional circumstances where information must be disclosed without your consent, for example where disclosure is required by law or where there is a serious concern regarding the safety of you or another person.

Organisations providing services necessary to operate the clinic may process limited personal information on behalf of Coalville Osteopathy Clinic. These may include providers of clinical record and appointment systems, website services, email and telecommunications, payment processing and IT services.

Where third-party providers process personal information, appropriate data-protection arrangements and safeguards are expected to apply.

How Your Information Is Protected

Reasonable technical and organisational measures are used to protect personal and clinical information against unauthorised access, loss, misuse or disclosure.

Access to clinical information is restricted to those who have a legitimate reason to access it.

Passwords, access controls and appropriate security measures are used for electronic systems containing patient information.

How Long Your Information Is Kept

Clinical records are retained in accordance with applicable professional, regulatory, insurance and legal requirements.

Adult patient clinical records are normally retained for a minimum of eight years following the last consultation.

Records relating to patients who are children are normally retained until their 25th birthday.

Other personal information is retained only for as long as reasonably necessary for the purpose for which it was collected and to meet relevant legal, financial, insurance or regulatory requirements.

Information that is no longer required will be securely deleted or disposed of as appropriate.

Your Data-Protection Rights

Under UK data-protection legislation, you have rights relating to your personal information. Depending upon the circumstances, these may include the right to:

Request access to personal information held about you
Request correction of inaccurate or incomplete information
Request restriction of the way your information is used in certain circumstances
Object to certain uses of your personal information
Request deletion of your information in certain circumstances

Some rights are not absolute. For example, clinical information may need to be retained where there is a professional or legal requirement to keep it.

If you would like to exercise one of your data-protection rights or have a question about information held about you, please contact me.

Changes to This Privacy Policy

This Privacy Policy may be reviewed and updated periodically to reflect changes to the clinic, the services and systems I use, professional requirements or data-protection legislation.

The date at the top of this page will show when the Privacy Policy was last updated.

Contact

If you have any questions or concerns about this Privacy Policy or the way Coalville Osteopathy Clinic handles your personal information, please contact: