TERMS & CONDITIONS
Missed Appointments and Cancellation Policy
We aim to provide appointments at your earliest convenience and respectfully require 72 hours notice should you need to cancel or reschedule your appointment.
We often operate a waiting list for patients needing urgent treatment. We will always make every effort to find an appropriate appointment for you at short notice, please consider this when moving or cancelling your appointment.
We require 72 hours notice for an appointment to be changed or cancelled:
- If you fail to attend, forget your appointment, arrive more than 25 minutes late or cancel your appointment with less than 72 hours notice, you will be charged the full fee.
- Recurrent cancellations at short notice:
Pre-payment will be required for all future bookings
Patients can reschedule their appointment time prior to 24hours before their scheduled appointment, using this website. Rescheduling is not possible within 24hrs of the scheduled appointment time. To reschedule your appointment, follow this link and log in with the email address and password you entered when booking your appointment:
Terms and Conditions Agreement
All appointments are booked in agreement with the terms and conditions of the clinic’s 72 hours cancellation fee and policy.
- If you would like to reschedule your appointment for another day or time, you can do so easily online, for no extra cost, in agreement with our 72 hours cancellation policy, terms and conditions.
- We offer a voucher code if you need to cancel your appointment, which is valid for the following 6 weeks, in agreement with our 72 hours cancellation policy, terms and conditions. We do not provide cash refunds on our bookings and services.
When you supply your personal details to this clinic, they are stored and processed for 4 reasons (the bits in bold are the relevant terms used in the General Data
Protection Regulation – ie the law):
How do we use your information?
1. We need to collect personal information about your health in order to provide you with the best possible treatment. Your requesting treatment and our agreement to provide that care constitutes a contract. You can, of course, refuse to provide the information, but if you were to do that we would not be able to provide treatment.
2. We have a ”Legitimate Interest” in collecting that information, because without it we couldn’t do our job effectively and safely.
3. We also think that it is important that we can contact you in order to confirm your appointments with us or to update you on matters related to your medical care. This again constitutes “Legitimate Interest”, but this time it is your legitimate interest.
4. We may occasionally send you general clinic, treatment, clinical services, talks, events or health information in the form of emails. You may withdraw your consent for receiving this information at any time – just let us know you would like to, by an convenient method.
5. We have a legal obligation to retain your records for 8 years after your most recent appointment (or age 25, if this is longer). After this period you can ask us to delete your records if you wish. Otherwise, we will retain your records indefinitely in order that we can provide you with the best possible care should you need to see us at some future date.
6. Your records are stored on paper, in locked filing cabinets, and the cabinets and clinic are always locked and alarmed out of working hours.
When do we share your information?
● We do not sell your personal information to others.
● When you book an appointment with us online, you share your contact information with our software service provider, Cliniko, who process all bookings for us.
● Cliniko, our software service provider for appointment bookings store your name, phone number and email address. Cliniko have given us their assurances that they are fully compliant with the General Data Protection Regulations. Access to this data is password protected, and that passwords are changed regularly.
● Clinic computers are password-protected, security is backed up regularly, and the clinic is locked and alarmed out of working hours. No personal medical data is stored on our computers.
● We will never share your data with anyone who does not need access, without your written consent. Only the following people/agencies will have access to your data:
➢ Your Osteopath Jarvia, in order for her to provide you with treatment. Jarvia has completed current GDPR compliance training as part of her professional and continued obligation to protecting patient and client data.
➢ Referrals to other specialists or with your GP to confirm your identity, in cases where further investigations are required to provide you with the best care. We require your written consent before we do so.
➢ Reception staff, because they organise our practitioners’ diaries, and coordinate appointments and reminders (but they do not have access to your medical history or sensitive personal information). Although Jarvia currently does not employ or work with any reception or admin staff.
➢ Other administrative staff, such as a book-keeper. Again, administrative staff will not have access to your medical notes, just your essential contact details. We willen sure that they are fully aware that they must treat this information as confidential, and we will ensure that they sign a non-disclosure agreement. Jarvia does not currently employ or work with any reception or administartion staff.
➢ We also occasionally use Mailchimp to coordinate our messages, so your name and email address may be saved on their server. Again, they have given us their assurances that they are GDPR compliant.
➢ From time to time, we may have to employ consultants to perform tasks which might give them access to your personal contact data (but not your medical
notes). We will ensure that they are fully aware that they must treat that information as confidential, and we will ensure that they sign a non-disclosure
➢ You have the right to see what personal data of yours we hold, and you can also ask us to correct any factual errors. Provided the legal minimum period of 8 years
has elapsed, you can also ask us to erase your records.
➢ We want you to be absolutely confident that we are treating your personal data responsibly, and that we are doing everything we can to make sure that the only
people who can access that data have a genuine need to do so.
Of course, if you feel that we are mishandling your personal data in some way, you have the right to complain. Complaints need to be sent to what is referred to in the
jargon as the “Data Controller”. Here are the details you need for that:
194 Goswell Rd
If you are not satisfied with our response, then you have the right to raise the matter with the Information Commissioner’s Office.
All personal and credit card information is encoded using Secure Sockets Layer (SSL) technology before being sent over the Internet. To protect your data further, your credit card information is always stored in encrypted form in a database that is away from our Web site database, so it isn’t connected to the Internet. Credit card
We will review this policy in the light of comments we receive so please check the latest version. If you have any questions specifically about Privacy please contact us.