At Physical Health Physiotherapy Ltd,  we are committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains how we collect, use, store and protect your personal data when you use our website or receive treatment from us.

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We process your personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

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Who We Are

Physical Health Physiotherapy Ltd provides physiotherapy, women's health physiotherapy, Pilates and rehabilitation services from our clinics in Shepperton and Woking.

Our contact details:

Physical Health
Holiday Inn
Felix Lane
Shepperton
Surrey
TW17 8NP

Email: info@physicalhealth.co.uk

Telephone: 01932 645320

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What Information We Collect

Depending on how you interact with us, we may collect:

Personal Information

• Name

• Date of birth

• Postal address

• Email address

• Telephone number

• Emergency contact details

Medical Information

To provide safe and effective treatment we may collect:

• Medical history

• Current symptoms

• Previous injuries

• GP details

• Medication

• Relevant health information

• Clinical assessment findings

• Treatment notes

This information is classified as special category health data and receives additional protection under UK GDPR.

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Website Information

When you visit our website we may collect:

• IP address

• Browser type

• Device information

• Pages visited

• Time spent on the website

• Referral source

This information is collected using cookies and analytics tools (where consent has been provided).

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How We Use Your Information

We only use your information where we have a lawful reason to do so.

We use your information to:

• Provide physiotherapy and rehabilitation services

• Manage appointments

• Communicate regarding your treatment

• Maintain accurate clinical records

• Process payments

• Respond to enquiries

• Improve our website

• Comply with legal and professional obligations

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Our Legal Basis for Processing

We process your information under one or more of the following legal bases:

Contract

To provide the treatment or services you have requested.

Legitimate Interests

To manage appointments, communicate with you regarding your care and improve our services.

Legal Obligation

To comply with healthcare, tax and legal record-keeping requirements.

Consent

Where required, such as:

• Sending marketing emails

• Collecting non-essential website cookies

• Sharing information where your consent is required

You may withdraw your consent at any time.

Medical Records

Your clinical records are confidential.

We will only share your medical information:

• with your consent;

• where required for your treatment;

• where required by law; or

• where there is a safeguarding or serious public interest obligation

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Insurance Providers

If your treatment is funded through a private medical insurer or another third party, we may share relevant information necessary for authorisation, billing and payment.

Third-Party Providers

We use carefully selected third-party providers to help us operate our business.

These may include:

ClinikoAppointment booking and clinical records

WixWebsite hosting

Google AnalyticsWebsite analytics (with consent)

Mailchimp Marketing emails

Payment processing

Google MapsDisplaying clinic locations

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These providers only process your information on our behalf and are required to keep it secure.

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Payments

We do not store your debit or credit card details.

Payments are processed securely through our authorised payment providers.

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Marketing

We may occasionally send newsletters, clinic updates or information about our services.

We will only do this if:

• you have given your consent; or

• another lawful basis applies.

You can unsubscribe at any time using the link in our emails or by contacting us.

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Cookies

Our website uses cookies to improve your browsing experience.

Some cookies are essential for the website to function.

Others help us understand how visitors use our website so we can improve it.

Non-essential cookies are only placed after you have provided your consent through our cookie banner.

You can change your cookie preferences at any time.

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Analytics

We use website analytics tools, including Google Analytics, to understand how visitors use our website.

Analytics information is collected anonymously wherever possible and is used solely to improve our website and services.

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How Long We Keep Your Information

We only retain your information for as long as necessary.

Clinical records are retained in accordance with professional guidance and legal requirements.

Website enquiries and marketing information are retained only for as long as necessary or until consent is withdrawn.

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Keeping Your Information Secure

We take the security of your personal information seriously.

We use:

• encrypted systems

• secure cloud-based software

• password-protected devices

• restricted staff access

• secure backups

to help keep your information safe. 

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Your Rights

Under UK GDPR you have the right to:

• Be informed about how your information is used

• Access your personal information

• Request correction of inaccurate information

• Request deletion of your information (where applicable)

• Restrict processing

• Object to processing

• Request transfer of your information

• Withdraw consent where processing relies on consent

To exercise any of these rights, please contact us using the details above.

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Complaints

If you have any concerns about how we handle your personal information, please contact us first and we will do our best to resolve the issue.

If you remain unhappy, you have the right to complain to:

Information Commissioner's Office (ICO)

Website: https://ico.org.uk/

Telephone: 0303 123 1113

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Changes to this Policy

We may update this Privacy Policy from time to time to reflect changes in legislation, technology or our services.

The latest version will always be available on our website.

Last updated: July 2026