Policies

Cancellation Policy

We understand that sometime you may need to cancel an appointment. Please give us as much notice as possible so that we can offer your slot to another patient. We request a minimum of 48 hours notice if you are not able to attend your appointment. You can email me at harriet@balancepelvichealth.co.uk to inform me.

Missed appointments lead to loss of income to small businesses and affect service provision to other people. Any appointment cancelled with less than 48h notice will be charged at 50% of appointment fee. A missed appointment will be charged at full price.

Cancellation with more than 48 notice – no charge
Cancellation with less than 48 notice – 50% of appointment fee
Failure to attend – full cost of appointment will be charge

Chaperoning Policy

Balance Pelvic Health is committed to ensuring a safe and comfortable environment for our clients and staff ensuring that best practice be followed at all times. A chaperone is a third party who is present during an examination as a safeguard for the client and/or practitioner. A friend or family member would not be considered an official chaperone. If a patient would like to have an official chaperone, it is best to request this at the time of booking to avoid the need to reschedule the appointment. We will also discuss the chaperoning policy before any examination. Please note, there is a charge of £40 for a formal chaperone. Balance Pelvic Health also reserves the right to organise a chaperone during an examination

Website Disclaimer Terms and conditions

By visiting and using this website, you agree to comply with the terms and conditions of use below. Please do not use this website if you do not agree with these terms.

The contents of this website is for general information only.
Balance Pelvic Health will endeavour to keep this information accurate and up to date. It is subject to change without giving notice. We make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. It is therefore your responsibility to ensure that the information and services provided through this website are appropriate for your needs. In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.
The website contains items that are owned by Balance Pelvic Health. Reproduction of these materials is prohibited. Unauthorised use of this website may lead to claims of damages.
The website may contain links to other sites that are not operated by us. If you click on a third-party link, you will be directed to that third party’s site and their policies. It does not mean that we endorse these websites or the views expressed within them. We hold no responsibility for their content.

Data Privacy Policy:

The protection of your personal information is vitally important to us. This policy explains how we use and protect the data that you give us through the website balancepelvichealth.co.uk or during appointments.

By visiting the website or contacting us through the website, you consent to the collection and use of your data in line with the terms of the policy below.

The collection of personal information for physiotherapy sessions is required to make sure we are aware of and medical issues that could influence treatment and to ensure your safety. It is also required to validate our insurance. Balance Pelvic Health is registered with the Information Commissioner’s Office (ICO) and further details can be found at www.ico.org.uk. We also follow industry standard guidelines (the UK NHS) in accordance with our regulatory body guidelines.

How we collect your data:

While using this service, you (or any third parties that are acting on your behalf ) may be asked to provide personal information that may include, but is not limited to – name, gender, date of birth, contact details, medical history, GP details etc.

A third party would be; and interpreter, your parent or guardian if you are under 16 years of age, family member, or someone else acting on your behalf. If you are acting on behalf of a client please ensure they have seen and understood this policy.

Information will be collected from the following sources:

From yourself

During face to face consultations or via electronic communications such as email, phone or post.
Manually - if you compete a referral or clinical forms.
The website - if you contact us through the website

From third parties eg other clinicians, social services, carers, interpreters, relatives and friends - Via postal communications, via electronic communications, or over the phone. This might also include providers of medical imaging and diagnostic testing.

If you provide us with your email address though the website, we will use it to contact you and to arrange your appointment.

How we store and use your data:

The information is needed to identify the client, to ensure safe treatment, communication with appropriate clinical professionals, and to allow timely and efficient access to treatment.

In keeping with CSP / HCPC standards we retain patient information for 8 years (adult). This may increase under specific circumstances. It will be securely disposed of when it is no longer required. Information will also be stored to ensure we can deal with any legal claims that arise. In this case, data will be stored for as long as is advised by our legal counsel.

All clinical forms, letters to GPs/consultants and information documented during your appointment will be stored electronically on our computer which is password and virus protected. Emails may also be stored on Harriet’s phone which is also password protected. Any paper clinical forms that you complete will be scanned, stored on our computer system and the original will be shredded and destroyed.

With your consent, we may pass information to third parties such as GPs, consultants or insurance companies. Copies of your physiotherapy records can be sent to solicitors only with your written consent. They will be sent by recorded postal delivery or by password protected e-mail.

Information from our clients will be used to improve and develop our business. We may contact you to ask for your feedback on our service or to make you aware of changes to he service. If you have consented , we may use your contact details to let you know about services that we offer that you may be interested in. This could include marketing material and promotions. If you change your mind about this you can contact us at harriet@balancepelvichealth.co.uk

Balance Pelvic Health will not store your card details. We use a third party specialist secure card processing provider (Sum up) to process payments.

As a site operator, we will collect information called Log Data that your browser sends when you visit the website. We may use a third party service like Google Analytics that collects and analyses this data.

The website uses some necessary cookies which allow visitors to navigate the site. Cookies are data files on your device that can include an anonymous unique identifier. It also uses some analytics and performance cookies to collect information about how visitors interact with the site.

More information about cookies can be found at http://www.allaboutcookies.org

How we share your data:

Your email address and any personal data will not be shared with third parties unless you give explicit consent to do so. We may need to liaise with your GP / Consultant at times to ensure you are receiving the best care and management but this will only be done with your consent.

Lawful disclosure: We will have to disclose personal information where required to do so by law or in accordance with an order of a court of competent jurisdiction. We will also disclose your information if we believe that lawful disclosure is necessary to comply with the law and reasonable requests of law enforcement.

Right of access:

You have the right to request access to your personal information. This enables you to receive a copy of the personal information we hold about you and to check we are lawfully processing it. We will respond to your request within 30 days.

Security: We strive to protect your personal information in all means reasonably possible in line with relevant UK legislation. However, as no form of data transmission is 100% reliable we cannot guarantee its absolute security.

Changes to the Privacy Policy: Updates may be made to the policy. We will notify you of any changes by posting it on this page.

If you have any questions about this policy please contact Harriet Peatman at harriet@balancepelvichealth.co.uk

If you feel that your personal data has been misused, you can make a complaint to us at the above address or to the ICO at this web address

https://ico.org.uk/global/contact-us/contact-us-public/

Complaints Policy

At Balance Pelvic Health I will always strive to provide excellent quality of care and do my best to ensure that your experience is a positive one. I welcome both positive and negative feedback. If I have not met your expectations, please do let me know.

You can make a complaint by email:

harriet@balancepelvichealth.co.uk

I will read and reply to your complaint within one working week. I will aim to resolve your complaint fully within this time frame but it may take longer to investigate it and respond in detail. If you are not satisfied with the response or you feel there is an issue with fitness to practice then the matter should be referred to the Health and Care Professions Council, Park House, 184-186 Kennington Park Road, London, SE11 4BU. Email feedback@hcpc-uk.org