Privacy policy
This privacy notice tells you how we collect, use and protect personal information that you have provided as part of your physiotherapy treatment.
This privacy notice is governed by the laws of England and Wales. The confidentiality of your information is important to use and we are committed to ensuring that your data is protected.
An updated version of this privacy policy will appear on this page with the version number and date displayed.
Contact details:
Instep Physiotherapy
Email: Instepphysiotherapy@outlook.com
Please note that written correspondence can be requested via email.
Practicioners: Nico Mendiola & Megan Shepherd
What information may we collect?
We may collect and use the following information to identify you as an individual and to provide patient care and services. We refer to this data as “personal information” or “personal data.”
The personal data we may ask for are:
Name, address and contact details
Gender
Pronoun preference
Date of birth
NHS number
Next of Kin details, including any support networks
Health information (including medical conditions, allergies, medical requirements and medical history)
Information about care needs such as disabilities, home environment, medication, dietary requirements and general care provisions.
Test results (including psychological evaluations and scans/imaging)
Records of assessment or treatment sessions
You only need to provide personal information we have identified as mandatory.
Who is responsible for your personal information?
Your personal information may be accessed by the physiotherapists working within InStep Physiotherapy where this is necessary to provide your care, maintain accurate clinical records, ensure continuity of treatment, or meet legal and professional obligation. All physiotherapists are bound by professional duties of confidentiality and to comply with the UK data protection legislation.
The physiotherapists who can access your information are Megan Shepherd and Nico Mendiola. For any questions about how your information is accessed please don’t hesitate to get in touch,
Where we get personal information from:
Directly from you
Family members or carers (with your consent)
Other health care providers or professionals (with your consent)
Why do we collect personal information:
We collect personal information to enable us to provide interventions effectively, to contact you, to maintain clinical records and to meet legal obligations.
Data Sharing
Your personal information will be treated with strict confidentiality and will only be shared where necessary to meet your care needs, to meet legal obligations or protect you or others from serious harm.
Where appropriate, data sharing will be discussed with you to seek your agreement before sharing information with your GP or other healthcare professionals involved in your care. However, there may be circumstances where we are legally or professionally required to share information without your consent, such as:
To comply with a legal obligations
Where there is a safeguarding concern involving a child or a vulnerable adult
Where there is a serious risk of harm to you or another person
Where disclosure is not permitted or required by law.
Data Sharing between Practitioners
Each practitioner operates as an independent Data Controller regarding your personal information. However, to ensure continuity of care personal information and case notes may be securely shared between practitioners operating under Instep Physiotherapist.
Lawful basis for Processing:
To provide physiotherapy services, we process your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Your personal data will be processed under the following circumstances:
To provide physiotherapy assessment and treatments that are safe and effective
To maintain clinical records and comply with record keeping requirements
To communicate with you
To process payments
To respond to enquiries
To prevent fraud
Without collecting and processing your personal information, InStep Physiotherapy would be unable to assess your condition safely or provide the appropriate physiotherapy treatment.
Consent
Gaining your consent is important to us. However, there may be certain circumstances where your consent is not legally required, such as, if there is a safeguarding concern. You are within your rights to withdraw your consent at any time where consent is the legal basis for processing.
Your Rights
Under UK GDPR, you have rights with regards to your personal data. These are the rights to access, rectify, restrict processing, object, request erasure if applicable and data portability, if applicable. These rights are not absolute and may be limited where we have legal, regulatory or professional obligations to retain and process health records or where processing is crucial to maintain the provision of healthcare services.
If you have any questions or concerns about the information we hold of you or would like to access, amend or update your personal information please contact us.
How long do we keep your personal data?
Retention periods are held in line with the retention periods outlined in legal and professional guidance. Once the time period has expired the information is deleted securely.
When we receive a request to delete personal information from our systems, it is not always possible to delete information due to the legal requirement healthcare services have to maintain clinical records under the required time frame.
Complaints
If you have any concerns with how your personal information is handled and would like to raise your concerns, please don’t hesitate to contact us at Instepphysiotherapy@outlook.com.
If you are unhappy with the outcome after getting in touch with us, you can complain to the Information Commissioner's Office.
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint
Terms and Conditions
These Terms of Service (“Terms”) govern your use of physiotherapy services and any other services provided by Instep Physiotherapy (“we”, “us”, “our”). By booking a session you agree to these Terms.
If you have any questions, please contact us before proceeding.
Who We Are
InStep Physiotherapy
Email:Instepphysiotherapy@outlook.com
Services provided under the trade name Instep Physiotherapy are delivered by independent self-employed sole traders. When booking an appointment, your legal contract is strictly within the individual practicioner providing your treatment ([Nico Mendiola) or Megan Shepherd)]. Neither practitioner is liable for the advice, treatment, actions, or omissions of the other.
Services We Provide
Physiotherapy assessment and treatment
Rehabilitation and exercise programmes
Advice and education related to physical health
All services are delivered by qualified practitioners registered with the appropriate professional bodies.
Our Responsibilities
We will:
•Provide services with reasonable skill, care and excellence
•Maintain professional registration and insurance
•Keep your information secure and confidential
•Inform you if a practitioner is unavailable or if an appointment must be rescheduled
Your Responsibilities
You agree to:
•Provide accurate and complete information about your health
•Inform us of any changes in your condition
•Follow safety instructions during treatment or classes
You must not attend appointments or classes under the influence of alcohol or recreational drugs.
Bookings, Payment and Cancellations
Physiotherapy appointments
InStep Physiotherapy is a self-pay physiotherapy practice. By booking an appointment, you agree that you are personally responsible for the payment of all consultations unless otherwise agreed in writing before your appointment.
The practice does not invoice private medical insurers, employers, solicitors or other third parties. If you intend to claim treatment costs through an insurance policy or another organisation, it is your responsibility to obtain any required authorisation and ensure you meet the terms of your policy.
Payment remains your responsibility even if an insurer or third party later declines or delays reimbursement.
Receipts and invoices can be provided upon request to assist with reimbursement claims.
Fees are payable at the time of your appointment unless alternative arrangements have been agreed in advance. Outstanding balances should be settled promptly. The practice reserved the right to decline future appointments until overdue fees have been paid in full.
Cancellations
Physiotherapy appointments cancelled with less than 24 hours’ notice may be charged at the full rate.
Non-attendance
Failure to attend without notice may result in a full charge.
Health and Medical Disclaimer
While we take all actions to ensure you are safe during the sessions:
•You participate at your own risk
•You must inform us of any pain, discomfort, concerns or changes to your health.
Data Protection and Privacy
Your personal information is utilised in accordance with:
•Our Privacy Policy
•UK GDPR and the Data Protection Act 2018
Physiotherapy records are stored securely in Cliniko.
Letters or attachments sent to other healthcare professionals will be encrypted with a password.
Limitation of Liability
Our Terms does not limit the liability for:
Fraud or fraudulent misrepresentation
Death or personal injury caused by our negligence
Any rights you have under UK consumer law, including those under the Consumer Rights Act 2015.
For other issues or concerns, our liability is limited to the fee of the service(s) provided.
Intellectual Property
All content on our website, including text, images, and branding,
are owned by Instep Physiotherapy may not be copied or reproduced without permission.
Changes to Services
We reserve the right to change or update services, pricing, or policies at any time. Any changes will be published on our website.
Termination of Services
We reserve the right to refuse or discontinue services if:
There are any safety concerns
Inappropriate behaviour towards any of the therapists.
You breach any of these terms
Payment has not been made
Refusal or discontinuation of service will be communicated to you.
Governing Law
This agreement is governed by English law. If any formal legal dispute arises, it will be handled exclusively by the courts of England and Wales
Contact Us
For questions about these Terms, please email us at Instepphysiotherpy@outlook.com.