Privacy Notice

Physiotherapy At Home

1. About this Privacy Notice

Physiotherapy At Home is a private physiotherapy service providing physiotherapy assessments and treatment to adults in their own homes.

Physiotherapy At Home is operated by Gemma Wheldon, a self-employed physiotherapist registered with the Health and Care Professions Council (HCPC).

For the purposes of UK data protection law, Gemma Wheldon is the data controller responsible for your personal information.

This Privacy Notice explains what personal information we collect, why we collect it, how we use it, who we may share it with and how we keep it secure.

2. What information do we collect?

We collect information that is necessary to provide safe and appropriate physiotherapy services.

This may include:

Contact and identification information

• Your name

• Date of birth

• Address

• Telephone number

• Email address

• Emergency contact details, where appropriate

Health and clinical information

When you become a patient, we may collect information relating to your health and physiotherapy treatment, including:

• Your current symptoms and reason for seeking physiotherapy

• Relevant medical history

• Current medication where relevant to your treatment

• Previous injuries or conditions relevant to your assessment

• Information about your mobility, function and activities

• Clinical assessment findings

• Treatment provided

• Your progress and response to treatment

• Clinical recommendations and exercise programmes

• Information provided by other healthcare professionals where relevant to your care

Health information is considered special category personal data under UK data protection law and is subject to additional safeguards.

Payment and administrative information

We may also collect:

• Appointment information

• Payment information

• Details of communications between you and Physiotherapy At Home

• Information provided when you make an enquiry

• Information necessary for accounting, tax and business administration

We do not collect or store your full bank card details.

3. Information collected through our website

Our website is hosted by Squarespace.

When you visit our website, Squarespace may collect certain technical information, such as information about your browser, device and how you interact with the website, in accordance with its own privacy practices.

Our website may also use cookies and similar technologies.

We aim to keep the use of cookies to a minimum and will not use your health information for website analytics or marketing.

If we introduce non-essential analytics or marketing technologies, we will update this Privacy Notice and provide an appropriate consent mechanism where required.

4. How do we collect your information?

We may collect personal information:

• Directly from you when you contact us

• When you make an appointment

• During your physiotherapy assessment and treatment

• When you communicate with us by telephone, email or other agreed communication methods

• From someone acting on your behalf where appropriate

• From another healthcare professional involved in your care, where appropriate and lawful

Our website contact form is intended for general enquiries. Please do not include detailed medical or health information in a website enquiry form.

5. Why do we use your information?

We use your information to:

• Respond to enquiries

• Arrange appointments

• Provide physiotherapy assessments and treatment

• Maintain accurate clinical records

• Monitor your treatment and progress

• Provide appropriate clinical advice and exercise programmes

• Communicate with you about your appointments and treatment

• Communicate with other healthcare professionals involved in your care where appropriate

• Process payments

• Maintain appropriate financial and business records

• Meet our legal, professional and regulatory obligations

• Deal with complaints or concerns

• Protect the health and safety of our patients

We will only collect and use information that is necessary for these purposes.

6. Our legal basis for processing your information

We must have a lawful basis for processing your personal information.

Depending on the circumstances, we may rely on:

• Contract – where processing is necessary to provide physiotherapy services you have requested.

• Legal obligation – where we are required to process or retain information to comply with the law.

• Legitimate interests – where processing is necessary for the reasonable administration and operation of our business and does not unfairly affect your rights.

• Vital interests – where processing is necessary to protect someone's life in an emergency.

Health information is special category personal data. We process health information where this is necessary for the provision and management of healthcare and where the relevant legal requirements are met.

Where we rely on your consent for a particular use of information, we will ask for your consent separately and explain what you are consenting to.

7. Confidentiality and sharing information

We treat information about your health and treatment as confidential.

We may share relevant information with:

• Your GP

• Consultants

• Other healthcare professionals involved in your care

• A person you have authorised us to communicate with

• Professional advisers, insurers or regulatory bodies where necessary

• Service providers who help us operate our business, such as secure IT, email or record-management providers

• HM Revenue & Customs or other authorities where we are legally required to do so

We will only share information that is necessary for the particular purpose.

Where appropriate, we will discuss information sharing with you beforehand.

We may share information without your consent where we are legally required or permitted to do so, or where there is a serious risk to your health, safety or the safety of another person.

8. Keeping your information secure

We take appropriate steps to protect your personal and clinical information against loss, misuse, unauthorised access, alteration or disclosure.

Clinical records will be stored electronically using secure systems with appropriate access controls.

Access to patient information will be limited to what is necessary to provide and manage your care.

We will not use NHS systems, equipment or patient information for the purposes of Physiotherapy At Home.

We will keep private patient records completely separate from NHS records.

9. How long do we keep your information?

We retain clinical records for 8 years from the date of your last treatment, unless there is a specific legal, professional, insurance or other legitimate reason to retain them for longer.

This approach reflects current Chartered Society of Physiotherapy guidance for private practitioners in England, which recommends that private practitioners consider the applicable NHS retention periods and generally retain adult physiotherapy records for eight years from the date of last treatment.

Other information, such as financial and accounting records, may be retained for different periods where required by law.

When information is no longer required, it will be securely deleted or destroyed.

10. Your rights

Under UK data protection law, you have rights relating to your personal information.

Depending on the circumstances, these include the right to:

• Request access to the personal information we hold about you

• Ask us to correct inaccurate or incomplete information

• Ask us to delete information where there is no lawful reason for us to continue holding it

• Ask us to restrict how we use your information in certain circumstances

• Object to certain types of processing

• Request transfer of your information where the right to data portability applies

• Withdraw consent where we are relying on consent as our lawful basis

Some rights are subject to legal and professional exceptions. For example, we may need to retain clinical records to meet our professional or legal obligations.

If you would like to exercise one of these rights, please contact us.

11. Marketing

We do not use your clinical or health information for marketing purposes.

We will not sell your personal information to third parties.

If we introduce marketing communications in the future, we will ensure that these are carried out in accordance with applicable data protection and electronic marketing laws.

12. Cookies

Our website uses cookies and similar technologies provided by Squarespace to enable the website to function.

Squarespace may also provide analytics and performance functionality.

At launch, Physiotherapy At Home does not intentionally use Google Analytics, Meta Pixel or other third-party advertising or behavioural tracking technologies.

If this changes, we will update our cookie information and provide appropriate choices to website visitors before using non-essential cookies where required.

13. Online payments

We accept payment by cash or bank transfer.

We do not collect or store your payment card details.

14. Children's information

Physiotherapy At Home provides physiotherapy services to adults aged 18 and over.

We therefore do not routinely provide physiotherapy services to children.

15. Complaints

If you have concerns about how we have handled your personal information, please contact us in the first instance so that we can investigate and try to resolve your concern.

You also have the right to complain to the Information Commissioner's Office (ICO) if you believe your personal information has not been handled appropriately.

Information about making a complaint is available from the ICO.

16. Contact us

If you have any questions about this Privacy Notice, would like to exercise your data protection rights, or have concerns about how we use your information, please contact:

Physiotherapy At Home
Data Controller: Gemma Wheldon
Email: gem@physioathomeleicester.co.uk
Telephone: 07825 705 072
Based in: Houghton on the Hill, Leicestershire

17. Changes to this Privacy Notice

We may update this Privacy Notice from time to time to reflect changes to our services, technology, legal requirements or the way we process personal information.

The latest version will be published on our website.

Last updated: 23 August 2026