About the information, the Clinic holds on you
What we need
ChiroFamily Practice is what is known as the ‘Controller’ of the personal information you provide to the Clinic. We collect personal data about you including contact details, information about your health and medical history, as well as your lifestyle. We keep records of your appointments and add information about your treatment to your individual file.
Why we need it
We need to know your contact details in order to contact you about appointments, to let you know of anything we are legally bound to send you and to provide you with information about your treatment and rehabilitation. We ask you for information about your health, medical history, and lifestyle in order to diagnose your problem(s) and devise a treatment plan that is individualized to you and your needs. We keep records of your treatment to check the effectiveness of your care and to keep your plan of care under review.
What we do with it
All the personal data we hold about you is kept on the Clinic’s computer systems in the UK or using services that we have assessed as providing a high standard of security. No one else has access to your personal data unless the law allows them to do so. If we need to inform other health professionals about your condition and treatment, such as your GP, we will only do so with your permission.
Chiro Family Practice will not send you any marketing emails and will not sell or share your contact details with any other organisations.
We have reviewed the security of our systems and our data protection practices to ensure that we are operating within the requirements of the General Data Protection Regulation.
How long we keep it
We are required by the General Chiropractic Council (GCC) to keep records of treatment for 8 years. So we will keep your individual file for eight years after your last treatment with us. In the case of children, we are required to keep their records until they are twenty-five years old. Please note that we don’t keep information about the credit or debit cards you use to make payments, as these are held only by the payment service we use.
What are your rights?
If at any point you believe the information we have about you is incorrect you can request to see this information and have it corrected. You have a right to ask for information to be deleted, but as the Clinic is required under GCC regulations to keep information about the treatment we have provided, we might not be able to do this. If you wish to raise a complaint on how we have handled your personal data, please contact the Clinic in the first instance.
If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law you can complain to the Information Commissioner’s Office (ICO). See ww.ico.org.uk/concerns
Ewa Lobato (Chiropractor and Clinic Director)
Chiro Family Practice
2A Cleveland Avenue, Derby DE21 6SA
Satisfaction Complaints Procedure
Welcome to the office of Chiro Family Practice and an exciting future of health and wellness. Everyone in our team is committed to providing exemplary Chiropractic care in a fun, relaxed, and educational environment and we look forward to sharing this with you.
What we value above all else, is your satisfaction with our service. As such, whilst thankfully it is rarely required, we wish to take this opportunity to outline our procedure to address any concerns or complaints you may have in the future. We advise that you maintain a copy of this information with all other paperwork we provide.
Our complaints procedure involves 4 stages. Should the first stage fail to resolve your complaint, you will be referred to the next stage.
- Initially, we will ask you to address your concerns in writing to the Chiropractor – Dr. Ewa Lobato – who will attempt to address the issue to your complete satisfaction by speaking to you as soon as possible. If you would find it too difficult or uncomfortable speaking directly to Dr. Ewa Lobato the appropriate step is to refer to the next stage. However, we hope that most clients will feel able to talk through concerns directly with Dr. Ewa Lobato after setting out the complaint in writing.
- Should this be unsuccessful, or should you feel uncomfortable dealing with Dr. Ewa Lobato for any reason, we will refer you to our Team Leader Hugo Lobato, or another Chiropractor should the issue require specific Chiropractic knowledge.
- If a satisfactory outcome is not available via these avenues, we will direct your concerns to our professional association – The United Chiropractic Association. The UCA can be contacted by writing to the ‘Peer and Ethics Committee’ at Unit 57 Basepoint Centre, Metcalf Way, Crawley, RH11 7XX, or by telephone on 01293 817175. With these 3 stages, if the complaint is upheld, consideration will be given to redress your concerns.
The outcome of any of those 3 stages will be confirmed to you in writing.
- Finally, should the issue not have been resolved via any of these avenues, you can pursue a formal complaint to the General Chiropractic Council (GCC), the regulatory body of the Chiropractic Profession at 44 Wicklow Street, London WC1X 9HL.
We hope that you feel you will never need to utilize these procedures and look forward to an exciting journey toward greater health and function.
Yours in Chiropractic,
Chiro Family Practice