1. Introduction

Baildon Pain Clinic is committed to protecting and respecting your privacy. This policy explains how your personal and health information is collected, used, and stored, and your rights under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

The data controller is Mr Rhys Jenkins.

2. Lawful Basis for Processing

We process personal data in accordance with UK GDPR on the following lawful bases:

• Article 6(1)(b) – processing necessary for the performance of a contract (providing healthcare)

• Article 6(1)(c) – processing necessary for compliance with legal obligations

Health data is classified as special category data and is processed under

• Article 9(2)(h) – provision of healthcare, including diagnosis and treatment

3. Personal Information We Collect

We collect only the information necessary to provide safe and effective osteopathic care. This may include:

• Name, date of birth, and contact details (email, telephone, address)

• Medical history, medications, and relevant lifestyle information

• Appointment records, treatment notes, and clinical assessments

• Payment information (processed via secure systems)

We do not collect information that is not relevant to your care or the operation of the practice.

4. How We Use Your Information

Your personal data is used to:

• Provide assessment, treatment, and ongoing care

• Communicate regarding appointments, reminders, and relevant healthcare information

• Maintain accurate clinical and administrative records

• Comply with professional, regulatory, and legal obligations

• Process payments securely

Clinical records may also be used where required for medico-legal purposes.

We only process data that is necessary and proportionate for these purposes.

5. Use of Cliniko

We use Cliniko to manage patient records and bookings. Cliniko acts as a data processor and processes data on our behalf under our instructions.

Cliniko operates secure, GDPR-compliant systems with access restricted to authorised users. Data may be stored on secure servers outside the UK; where this occurs, appropriate safeguards (such as standard contractual clauses) are in place to protect your information.

6. Sharing Your Information

We do not share your personal data with third parties for marketing purposes.

Your information may be shared:

• With other healthcare professionals where necessary for your care, with your consent where appropriate

• Without consent where required for safeguarding, legal obligations, or regulatory requirements

7. Retention of Records

We retain patient records in accordance with guidance from the General Osteopathic Council and the NHS Records Management Code of Practice:

• Adult records: minimum of 8 years from the date of last treatment

• Children’s records: until the patient reaches age 25

Records are stored securely, either digitally or in locked physical storage, and are accessible only to authorised personnel.

8. Your Rights

Under UK GDPR, you have the right to:

• Access your personal data and obtain a copy of your records

• Request correction of inaccurate or incomplete information

• Request erasure where appropriate (subject to legal and professional retention requirements)

• Restrict or object to processing in certain circumstances

• Receive your data in a portable format (where applicable)

• Withdraw consent for specific uses where consent is relied upon

Requests should be sent to info@baildonpainclinic.co.uk. We aim to respond within one month.

You also have the right to lodge a complaint with the Information Commissioner’s Office if you are concerned about how your data is handled.

9. Security of Your Information

We take appropriate technical and organisational measures to protect your information against unauthorised access, loss, or misuse. These include:

• Secure digital systems and encryption where applicable

• Password protection and access controls

• Regular software updates and secure data handling procedures

10. Updates to This Policy

We may update this privacy policy from time to time. The most recent version will always be available on our website. Significant changes will be communicated where appropriate.

11. Contact

If you have any questions or wish to exercise your rights, please contact:

Mr Rhys Jenkins

Email: info@baildonpainclinic.co.uk

Telephone: 01274 952224

Address: Baildon Pain Clinic, 4 Westgate, Baildon, BD17 5EJ

Cancellation policy

1. Purpose

This policy outlines the terms for cancellations, rescheduling, and payments. By booking an appointment, you confirm that you have read and accepted these terms.

2. Cancellations and Rescheduling

Appointments may be cancelled or rescheduled up to 24 hours before the scheduled start time without charge.

Cancellations made within 24 hours, or failure to attend (“no-show”), may be charged in full.

If you arrive late, your appointment may be shortened to avoid delaying other patients. The full fee will still apply.

Cancellation or rescheduling requests must be made by email, telephone, or via the online booking system and are not valid until confirmed by us.

3. Payments

Payment is due at the time of your appointment unless otherwise agreed.

Where payment is made by bank transfer following the appointment (including via secure payment link), it should be completed within 3 days of the appointment.

4. Late Payment

If payment is not received within this time, we reserve the right to:

• Send reminders and follow-up communications

• Restrict or decline future bookings until the balance is cleared

• Recover reasonable costs incurred in collecting outstanding payments

In cases of persistent non-payment, we may refer the matter to a third-party debt recovery service or pursue the debt through legal means.

5. Refunds

Payments made online are non-refundable where:

• Cancellation occurs within 24 hours of the appointment, or

• The appointment is missed

Refunds for cancellations made more than 24 hours in advance will be issued in full, usually to the original payment method within 5 to 10 working days.

If we cancel or reschedule your appointment, you will be offered a full refund or the option to rebook at no additional cost.

6. Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you book online, you may have a 14-day cooling-off period unless you have requested an appointment within that period and agreed for the service to begin. Once the appointment has taken place, the service is considered fully performed and no refund will be due.

7. Exceptional Circumstances

At our discretion, cancellation charges may be waived or reduced in genuine emergencies or unavoidable circumstances (for example, illness, bereavement, or severe travel disruption). Supporting evidence may be requested.

8. Contact

All cancellation, payment, or refund queries should be sent to:

info@baildonpainclinic.co.uk