Level 5 Therapies Privacy Policy

Last Updated: 05/02/2023

This Privacy Policy will explain how Level 5 Therapies uses the personal data we collect from you.

What Data do We Collect?

Level 5 Therapies collects the following data:

  • Personal identification information (name, address, telephone number, email, date of birth, GP Practice name and contact details, next of kin)
  • Sensitive information about your medical history to ensure treatment is safe and effective.
  • Lifestyle information such as hobbies, interests, stress levels and factors that can impact recovery from injury, pain or discomfort
  • Online identifies such as cookies and IP addresses when you visit our website

How do we collect your Data?

You directly provide Level 5 Therapies with most of the data we collect.  We collect data and process data when you:

  • Book an appointment for one of our services, either by phone, email, text, or via our online booking system
  • Voluntarily provide feedback on Google, Facebook or direct via email
  • Sign up for our Newsletter
  • Use or view our website via your browser’s cookies
  • Visit our clinic for a treatment as we hold information relating to each treatment
  • Email the @level5therapies.co.uk domain accounts

We may also receive your data indirectly from the following sources:

  • Referral from another healthcare professional
  • Referral from another third party recommending you to our clinic

How do we use your Data?

Level 5 Therapies collects your data:

  • To inform your treatment plan and provide appropriate advice within the realms of the treatment
  • Provide exercise plans using third-party software we think might help your recovery and reduce your pain levels
  • Use third-party software to provide appointment reminders and booking confirmations
  • Email you using a third party system with latest offers and articles or blogs that we think you may like (subject to the relevant consent being in place)
  • Email you about relevant business information and clinic services.

Your information will always be stored and used in compliance with the relevant data protection legislation.

Level 5 Therapies will only share your data with the following people/agencies:

  • Your therapist in order that they can provide you with a suitable treatment
  • Some limited information about you is held within the Rehab My Patient (your name, email address), who we use to provide Homecare Exercises. A copy of their Privacy Policy can be accessed here: https://www.rehabmypatient.com/privacy_policy
  • We use MailerLite to coordinate our email messages, so your name, email address and Date of Birth are saved on their secure server. A copy of their Privacy Policy can be accessed here: https://www.mailerlite.com/legal/privacy-policy
  • We use Quickbooks as our online accounting software, which holds limited personal information (Surname and appointment date) A copy of their Privacy Policy can be accessed here:  https://www.intuit.com/privacy/statement/
  • We use a third party cloud based practice management software system called JaneApp to store our patient notes. This system is both GDPR and PCI-DSS compliant, and we use a secure password to access it.  A copy of their Privacy Policy can be accessed here:  https://jane.app/legal/privacy-policy

Use of our Website

We may use third-party Service providers to monitor and analyse the use of our Service. We may collect data such as your computer’s Internet Protocol (IP) address, cookies, browser type and version, visited pages, time and date of visits and time spent on the site pages.  We may use your information for improving the quality of our website.  We currently use Google Analytics for this purpose.

Privacy Policies of other Websites

The Level 5 Therapies website contains links to other websites.  Our privacy policy applies only to our website, so if you clink on a link to another website, you should read their privacy policy.

How do we store your Data?

Level 5 Therapies securely stores your data as follows:

  • On our office computers and mobile phone, which are password-protected and backed up regularly.
  • Some limited information about you is held within the Rehab My Patient (your name and email address), who we use to provide Homecare Exercises.
  • We use MailerLite to coordinate our email messages, so your name, address and email address are saved on their secure server.
  • We use Quickbooks as our online accounting software, which holds limited personal information (Surname and appointment date) as is accessed via 2 Factor Authentication.
  • We use JaneApp as our Clinic Management software. This system is fully encrypted and stores both your personal and sensitive information.  Jane is PCI-compliant, when taking payments any card details entered are instantly transferred to their payment processor, Stripe, through encrypted transfer.

For insurance reasons we are required to retain these notes for 7 years. At this point we will delete them unless there is an expressed reason/ request from the individual concerned.

For children under the age of 16 we will need the express consent of a parent/guardian for any process related to the collection of that child’s medical notes or information.  The parent/guardian are entitled to have personal data rectified if inaccurate or incomplete.

Payments

We will not store or collect Your payment card details. That information is provided directly to Our third-party payment processors whose use of Your personal information is governed by their Privacy Policy. These payment processors adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of payment information.

The Payment gateway used by Jane (our clinic management software) is Stripe.  This platform collects information that is essential for processing payments. Stripe’s privacy policy is available at: https://stripe.com/en-gb/privacy

Our third-party payment processors are as follows, all of which are PCI-DSS compliant:

  • Stripe
  • Square

Email Marketing

We may use Your Personal Data to contact you with newsletters, marketing or promotional materials and other information that may be of interest to You, providing you have given consent. You may opt-out of receiving any, or all, of these communications from Us by following the unsubscribe link or instructions provided in any email We send or by contacting Us.

What are your Data Protection Rights?

As we process your personal data, you have certain rights. These are a right of access, a right of rectification, a right of erasure and a right to restrict processing.

You may request a copy of your data at any time. Please make such a request in writing; or by email to the data controller whose details are given below. Please provide the following information: your name, address, telephone number, email address and details of the information you require. We will need to verify your identity so we may ask for a copy of your passport, driving license and/or a recent utility bill.

If you believe any of the personal data we hold on you is inaccurate or incomplete, please contact us directly and any necessary corrections to your data will be made promptly.

If you believe we should erase your data, please contact the data controller, whose details are given below.

If you wish us to stop storing or using your data, please contact the data controller, whose details are given below.

Changes to our Privacy Policy

Level 5 Soft Tissue Therapy keeps it privacy policy under regular review and places any updates on this we page.  This privacy policy was updated on 5th February 2023

How to contact us

If you have any questions about the Level 5 Soft Tissue Therapy privacy policy, the data we hold on you or you would like to exercise one of your data protection rights above, please do not hesitate to contact us.   If you make a request, we have one month to respond to you

Email:  info@level5therapies.co.uk

Or write to us at:

82 Avondale Avenue
Staines upon Thames
Surrey
TW18 2NQ

How to contact the appropriate authority

Should you wish to report a complaint or if you feel that Level 5 Soft Tissue therapy has not addressed your concern in a satisfactory manner, you may contact the Information Commissioner’s Office using their contact form:

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