Last updated: 19 August 2026

At Physios R Us Limited, we take the privacy and confidentiality of your personal information seriously.

This notice explains what information we collect, why we use it, who we may share it with, how long we keep it and the rights you have over your information.

It covers information we receive through our website as well as information we collect when you enquire about, book or receive treatment from us.

Who We Are

Physios R Us Limited is responsible for the personal information we collect and use.

Registered office: Certax House, 34b Simmonds Road, Canterbury, Kent, CT1 3RA

Correspondence address: 17 Manor Road, Folkestone, CT20 2SA

Email: enquiries@physiosrus.co.uk

Physios R Us Limited is registered with the Information Commissioner’s Office.

Information We May Collect

The information we collect depends on why you are contacting us and the services you receive.

It may include:

  • your name, address, date of birth and contact details
  • information you provide when making an enquiry
  • appointment and booking information
  • information about your health, symptoms and medical history
  • physiotherapy assessments, treatment notes and clinical correspondence
  • referral information
  • reports and letters
  • information received from or provided to an insurer, medico legal company, solicitor or healthcare professional
  • payment and transaction information
  • communications between you and us
  • information about how you use our website
  • CCTV images where you enter an area covered by our entrance camera

Information about your health is classed as special category personal data and has additional protection under data protection law.

Where We Get Your Information From

Most of the information we hold is provided directly by you.

We may also receive information from:

  • a parent or person with parental responsibility where we are treating a child
  • an insurance company
  • a medico legal company or solicitor
  • your GP, consultant or another healthcare professional
  • another organisation involved in arranging your treatment

Sometimes an insurer may authorise treatment and ask you to contact us directly. In these cases, we may not receive information from the insurer before you contact us.

Why We Use Your Information

We use your information to:

  • respond to your enquiry
  • arrange and manage appointments
  • assess and provide physiotherapy treatment
  • maintain appropriate clinical records
  • communicate with you about appointments or treatment
  • send appointment confirmations and reminders
  • prepare reports or letters where required
  • communicate with healthcare professionals, insurers, medico legal companies or other relevant organisations where appropriate
  • process payments and maintain financial records
  • meet our professional, regulatory and legal responsibilities
  • deal with complaints or concerns
  • protect our premises
  • understand how our website is being used

We do not sell your personal information.

We do not use patient information to send marketing emails or newsletters.

We do not use solely automated decision making to make decisions about your treatment.

Our Legal Reasons for Using Your Information

Data protection law requires us to have a lawful reason for using personal information.

Depending on what we are doing, we may use your information because:

  • it is necessary to provide a service you have asked us to provide, or to take steps before providing that service
  • we have a legal or regulatory obligation
  • it is necessary for our legitimate interests in running and securing our practice, managing our administration, understanding how our website is used and protecting our premises
  • you have given consent for a particular use where consent is appropriate

When we use information about your health to provide physiotherapy, we mainly rely on the legal condition that allows health information to be used for the provision and management of health care by professionals who have a duty of confidentiality.

Where information is needed in connection with a legal or medico legal matter, we may also use the legal condition that allows information to be processed for legal claims.

In limited circumstances, we may use or share information where this is necessary for safeguarding, to protect someone’s vital interests or where the law requires or allows us to do so.

If we rely on your consent for a particular use of your information, you can withdraw that consent at any time.

Information We Need From You

We need enough information to identify you, arrange your appointment and provide your care safely.

If you choose not to provide information that we reasonably need for these purposes, we may not be able to arrange or provide the service you have requested.

Who We May Share Your Information With

We keep your information confidential and only share it when there is an appropriate reason.

Depending on the circumstances, this may include:

  • authorised physiotherapists and administrative staff working for Physios R Us
  • authorised contracted clinicians who need information to provide your care
  • your GP, consultant or another healthcare professional
  • insurers, medico legal companies, solicitors or other organisations involved in your referral or case
  • organisations that provide systems and services to us, including WriteUpp, Google Workspace and our website hosting provider
  • payment providers, including SumUp and Clover
  • our bank and accounting provider, Xero, where relevant
  • professional advisers, regulators or other authorities where required
  • the police or safeguarding authorities where there is a lawful reason to share information

Where your permission is needed before confidential information is shared, we will ask you.

There are circumstances where information may be shared without your permission, for example where this is required by law, necessary for safeguarding or otherwise permitted under our professional and legal duties.

How We Store and Protect Your Information

Clinical records are held electronically in WriteUpp.

Access is limited to authorised staff and clinicians who need the information for their role.

Patient information is not routinely stored on staff laptops, mobile phones, paper files or spreadsheets.

We use Google Workspace for email and Google Meet for online physiotherapy consultations.

Our physiotherapists are required to keep clinical information confidential and records secure in line with their professional responsibilities.

Some of the organisations that provide services to us may process personal information outside the UK.

Where this amounts to an international transfer under UK data protection law, the transfer will be covered by UK adequacy regulations, appropriate safeguards or another transfer arrangement permitted by law. You can contact us if you would like more information about the safeguards that apply.

Website Enquiries

If you contact us through our website, we collect your first name, last name, email address, any telephone number you choose to provide and the message you send us.

Your enquiry is sent to our Physios R Us Google Workspace email account. We use the information to respond to your enquiry.

Once the enquiry has been dealt with, the email is deleted.

If you go on to book an appointment, the information needed for your appointment and clinical record is collected separately.

Online Booking

Our online booking system is provided through WriteUpp.

When booking online, you may be asked for information including your name, address, date of birth, the clinic you wish to attend and the reason for your appointment.

We use this information to arrange your appointment and provide your care.

WriteUpp may also use your email address on our behalf to send appointment confirmations and reminders.

Website, Analytics and Cookies

Our website is hosted by SiteGround.

We use Google Analytics to help us understand how people use the website. Google Tag Manager is used to manage website tags.

Our website uses CookieYes to provide the cookie consent banner and allow you to manage your cookie choices.

More information about the cookies used on our website is available in our separate Cookie Policy.

Payments

Appointments may be paid for by card, bank transfer or cash.

Card payments are processed through SumUp or Clover. Limited payment information may also appear in our bank records and in Xero as part of our accounting and bank reconciliation.

We do not store your full card details ourselves.

CCTV

CCTV is used at the entrance to our premises for security and access monitoring.

Access to CCTV footage is restricted. Recordings are normally kept for up to one month and are then deleted or overwritten unless there is a legitimate reason to keep a particular recording for longer.

Signs are displayed where CCTV is in use.

How Long We Keep Your Information

We do not keep personal information for longer than we need it.

Clinical records are retained in line with applicable professional guidance, including CSP and relevant NHS England record retention guidance.

As a general guide:

  • adult physiotherapy records are normally kept for eight years from the date of the last treatment
  • children’s clinical records are normally kept until at least their 25th birthday, or their 26th birthday where treatment ended when they were 17, and may be kept longer where applicable guidance requires this
  • website enquiry emails are deleted once the enquiry has been dealt with
  • CCTV footage is normally kept for up to one month
  • financial information is kept for the period required by applicable accounting and tax requirements

Information may need to be kept for longer in particular circumstances, for example where there is an ongoing complaint, investigation or legal matter.

Your Rights

You have rights over your personal information. Which rights apply can depend on why we are using the information.

Depending on the circumstances, you may have the right to:

  • ask for a copy of the personal information we hold about you
  • ask us to correct information that is inaccurate or incomplete
  • ask us to delete information where the law allows this
  • ask us to restrict how we use your information
  • ask us to transfer certain information to you or another organisation
  • withdraw consent where we are relying on consent

These rights are not absolute. For example, we may need to keep clinical records even if you ask us to delete them.

Children also have rights over their own personal information. Whether a child exercises those rights themselves or through a parent or another authorised person will depend on their age, understanding and the circumstances.

To exercise your rights, please contact:

enquiries@physiosrus.co.uk

We may need to confirm your identity before providing or changing personal information.

Your Right to Object

You may have the right to object where we are using your information on the basis of our legitimate interests.

If you object, we will consider your circumstances and whether there is a lawful reason for us to continue using the information.

Data Protection Complaints

If you have a concern or complaint about how we have collected, used or shared your personal information, please contact us:

Email: enquiries@physiosrus.co.uk

Post:

Physios R Us Limited

17 Manor Road

Folkestone

CT20 2SA

We will acknowledge a data protection complaint within 30 days of receiving it.

We will look into the complaint, keep you informed where appropriate and tell you the outcome without undue delay.

If you remain unhappy with how we have handled your personal information, you can also make a complaint to the Information Commissioner’s Office (ICO).

Current contact information and the online complaints service are available on the ICO website. The ICO helpline is 0303 123 1113.

Changes to This Privacy Notice

We may update this notice if the way we use personal information changes or if our legal or regulatory requirements change.

The date at the top of this page shows when it was last updated.