Appointment Terms, Policies & Expectations

The Arden Practice GDPR Privacy and Data Protection Policy

This policy explains how your personal and health information is collected, used and stored in line with UK GDPR, professional and insurance requirements, and ethical best practice. I want you to feel fully informed about how your data is handled and why it is needed.

What Data I Collect

To provide safe and effective Soft Tissue Therapy, I may collect the following:

  • Personal details such as name, date of birth, address and contact information

  • Medical history, medication and your presenting condition

  • Lifestyle information that relates to your treatment

  • Clinical notes taken during and after sessions

  • Consent forms and communication related to your care

I only collect information that is relevant to your assessment and treatment.

Why Your Data Is Collected

Your data is collected so that I can:

  • assess your suitability for treatment

  • provide safe, appropriate and effective therapy

  • monitor your progress and adjust treatment plans

  • meet legal and insurance obligations for clinical record keeping

  • refer you to your GP or communicate with another healthcare professional if necessary and with your permission

Your information will never be sold or used for purposes unrelated to your care.

How Your Data Is Stored

  • Paper records are stored securely in a locked cabinet

  • Digital records (if used) are encrypted and password protected

  • All information is treated as strictly confidential

  • Information will only be shared with another party if you give your consent or if I am legally required to do so

Legal Basis for Processing

The Arden Practice processes your information on the basis of:

  • the provision of healthcare

  • legitimate interests in delivering safe and appropriate treatment

  • legal and insurance requirements relating to clinical record keeping

How Long Your Data Is Kept

Clinical records must be retained for the legally required minimum period. This means:

  • Adults: records are kept for at least 7 years after your last appointment

  • Clients under 18: records are kept for 7 years or until the age of 21, whichever is longer

  • Clients who lack capacity or have a long term or serious medical condition: records may be retained for longer where necessary to meet legal, safeguarding or insurance obligations

These timeframes are standard across healthcare and protect both you and the therapist.

Your Rights

You have the right to:

  • access the information held about you

  • request corrections to inaccurate or incomplete information

  • withdraw consent for certain types of data processing that are not required for healthcare or legal reasons

  • request deletion of your data where this is legally appropriate

  • raise a concern with the Information Commissioner’s Office (ICO) if you believe your data has been mishandled

Withdrawing consent does not require the deletion of clinical records that must be retained for the statutory period.

Transparency and Consent

During your first appointment, I will explain:

  • what information is being collected

  • why it is needed

  • how it will be used and stored

You are welcome to ask questions at any time.

Refund & Cancellation Policy

Cancellations & Rescheduling
Please give at least 48 hours’ notice if you need to cancel or reschedule your appointment.

Cancellations made with less than 48 hours’ notice will be charged 50% of the session fee.
Cancellations made with less than 24 hours’ notice will be charged 100% of the session fee, as it is unlikely the slot can be rebooked.

Home Visit Policy
If I arrive at your home and the appointment is declined or cannot proceed (e.g. due to illness, unsafe environment, etc.), the full session fee will still be charged.

Refunds
Refunds are not issued for completed sessions.

If you are genuinely unhappy with your treatment, please let me know during or immediately after your session so I can do my best to address the issue or offer an alternative.

Prepaid packages are non-refundable, but may be transferred or rescheduled with adequate notice.

⚠️ Exceptions
I understand that life happens. In cases of emergency, illness, or unforeseen events, please contact me as soon as possible. I may waive cancellation fees at my discretion.

Arrival & Timing
Please arrive / be ready for my arrival on time; late arrivals may result in reduced treatment time.

Medical Suitability
-Clients must disclose any relevant medical information
-Therapist may decline treatment if contraindicated or unsafe

Under-16s & Vulnerable Adults
-Must be accompanied by a parent/guardian or carer
-Consent from a responsible adult required

Client Conduct
-Respectful and appropriate behaviour is expected at all times
-Any inappropriate conduct will result in termination of the session with full fee payable

Therapist Responsibilities
-Rebecca Bromley (The Arden Practice) has all relevant qualifications, is insured, and up to date with CPD
-All treatments are within the scope of Soft Tissue Therapy Level 5
-If uncertain or outside scope, the client may be referred to an appropriate medical professional

Feedback
-Clients are encouraged to give feedback during and after treatment to ensure best outcomes