Terms and Conditions/Privacy Policy

Appointment Times

 

Should you need to cancel an appointment, please give 24 hours notice to avoid being charged for the missed appointment.

If you arrive more than 10 minutes late your appointment will need to be rearranged. This is to avoid inconveniencing other patients, as well as maintaining standards care.

If you believe you might be delayed, please contact as soon as possible so we can make arrangements.

 

Appointment Types

 

All new patients to the clinic must first receive an initial consultation, regardless of whether they have seen a different chiropractor recently. We don’t work off someone else assessment or treatment plan.

The initial consultation consists of a full history, examination, report of findings and, if appropriate, treatment. Occasions where treatment may be withheld include circumstances where further investigation is necessary or treatment is not appropriate.

If you haven’t attended the clinic in over 2 years you will need an initial consultation. This is to ensure quality of care.

Treatment is by appointment only.

 

Health Insurance

 

We are registered with all insurance companies apart from AXA/PPP.

Please contact your insurer before attending the clinic and ensure they provide you with a

n authorisation number. Some insurers need a referral from your GP before doing this.

We will need this authorisation number in order to settle your treatment fees directly with your insurance company. Some insurance policies will mean you pay for treatment directly and provide your insurance company with your receipts, they will then reimburse you. In the event that any disputes or discrepancies arise with the insurance company we ask that you settle your account with us and follow this up directly with the insurer.  A full copy of our Health Insurance Policy will be given to you if you are planning to claim.

 

In most cases we will not have access to the details of your policy so it’s up to you to check your terms and conditions.

 

Payment

 

We ask for payment at the time of each session and accept payment by debit or credit card and Apple Pay or Google Pay.  We don’t accept cash or change.

If authorisation is gained from an insurer/solicitor/case-manager we may be able to invoice them directly for your treatment, we reserve the right to ask for payment at the time of treatment if you are unable to provide us with the necessary authorisation codes.

Unfortunately we are unable to accept payment by cheque or American Express and we cannot offer account credit.

 

Parking

 

Our clinic is on a residential street and the speed limit is 20mph. Safety is paramount, we have many young families in our street, so even if arriving late please stick to the speed limit.

Parking is free on site but we take no responsibility for any loss or damage. The driveway is circular and we ask that you park as close to the exit as possible. This allows for a flow of traffic without patients needing to move their cars for each other. Please don’t park in the road, this may result in your car being towed.

 

PATIENT PRIVACY POLICY

INTRODUCTION

 

Welcome to The Neuro-Muscular Clinic’s privacy notice. 

 

The Neuro-Muscular Clinic respects your privacy and is committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data when you become are a patient of this clinic (regardless of where you visit it from) and tell you about your privacy rights and how the law protects you. 

 

TC “1. IMPORTANT INFORMATION AND WHO WE ARE” \L 1IMPORTANT INFORMATION AND WHO WE ARE

 

Purpose of this privacy notice

 

This privacy notice aims to give you information on how The Neuro-Muscular Clinic collects and processes your personal data during and after your time as a patient. 

 

It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them. 

 

Controller

 

The Neuro-Muscular Clinic is the controller and responsible for your personal data (collectively referred to as “The Neuro-Muscular Clinic”, “we”, “us” or “our” in this privacy notice).

 

The Neuro-Muscular Clinic operates the website: www.trainmybrain.uk

 

We have appointed a Data Privacy Manager who is responsible for overseeing questions in relation to this privacy notice. If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact the Data Privacy Manager using the details set out below. 

 

Contact details

 

Name: The Neuro-Muscular Clinic 

 

Name or title of Data Privacy Manager: Jake Cooke

 

Email address: jake@trainmybrain.uk

 

01483 382449

 

Complaints

 

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance. 

 

Changes to the privacy notice and your duty to inform us of changes

 

This version was last updated in May 2018 and historic versions can be obtained by contacting us.

 

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

 

TC “2. THE DATA WE COLLECT ABOUT YOU” \L 1THE DATA WE COLLECT ABOUT YOU

 

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

 

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:

 

Identity Data includes title, first name, last name, date of birth and gender.

 

Contact Data includes email address, home address, billing address and telephone numbers.

 

Special Category Data includes information about your health, genetics, sex life, sexual orientation, race, ethnic origin and religion. 

 

Financial Data includes bank account and payment card details.

 

Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.

 

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

 

TC “3. HOW IS YOUR PERSONAL DATA COLLECTED?” \L 1HOW IS YOUR PERSONAL DATA COLLECTED?

 

We use different methods to collect data from and about you including through:

 

Direct interactions. You may give us your Identity, Contact, Special Category and Financial Data when you become a patient. 

 

Third parties or publicly available sources. We may receive personal data about you from various third parties and public sources as set out below: 

 

Referrers: who may provide us with Special Category data to facilitate your treatment with us.

 

Insurance Companies: Bupa, Axa, Pru, Vitality and others. 

 

Solicitors: This will usually be your own solicitor

 

TC “4. HOW WE USE YOUR PERSONAL DATA” \L 1HOW WE USE YOUR PERSONAL DATA

 

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

 

Where we need to perform the contract we are about to enter into or have entered into with you.

 

Performance of contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.

 

Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.

 

Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. 

 

Where we need to comply with a legal or regulatory obligation.

 

Comply with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.

 

Purposes for which we will use your personal data

 

Performance of our contract with you 

 

To register you as a new patient or take steps to register you as a new patient.

 

To comply with our obligations under our contract, namely to provide you with the necessary treatment. 

 

Legitimate interests

 

We rely on the legitimate interest basis to process your data in the following circumstances:

 

 To collect and recover money owed to us.

 

Legal or regulatory obligation 

 

We also rely on the legal or regulatory obligation ground to process your data in some circumstances. This means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.

 

Condition under which we process your special category data

 

To process your special category we rely on the contractual ground and also the special condition which allows health professionals to process the data for the purposes of preventative or occupational medicine, and the provisions of health care treatment. 

 

Please contact us if you would like more details about the specific legal ground we are relying on to process your personal data.

 

Marketing

 

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. If you would like to receive marketing from us we ask for your express consent. Please refer to our Website and Marketing Privacy Notice for more details.

 

Change of purpose 

 

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us. 

 

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

 

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

 

TC “5. DISCLOSURES OF YOUR PERSONAL DATA” \L 1DISCLOSURES OF YOUR PERSONAL DATA

 

We may have to share your personal data with the parties set out below for the purposes set out in paragraph 4 above.

 

External Third Parties:

 

Professional healthcare practitioners  including x-ray reporters to report on x-rays, to facilitate a referral, to keep your GP informed and any locum chiropractors working for us to facilitate your continued treatment [details of any other.

 

Service providers based in UK who provide IT and system administration services.

 

Professional advisers including lawyers, bankers, auditors and insurers based in the United Kingdom who provide consultancy, banking, legal, insurance and accounting services.

 

HM Revenue & Customs, regulators and other authorities based in the United Kingdom who require reporting of processing activities in certain circumstances. 

 

Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice. 

 

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

 

TC “6. INTERNATIONAL TRANSFERS” \L 1INTERNATIONAL TRANSFERS

 

We ensure your personal data is protected by requiring all our group companies to follow the same rules when processing your personal data. These rules are called “binding corporate rules”. For further details, see European Commission: Binding corporate rules.

 

Many of our external third parties are based outside the European Economic Area (EEA) so their processing of your personal data will involve a transfer of data outside the EEA.

 

Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented: 

 

We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission. For further details, see European Commission: Adequacy of the protection of personal data in non-EU countries.

 

Where we use certain service providers, we may use specific contracts approved by the European Commission which give personal data the same protection it has in Europe. For further details, see European Commission: Model contracts for the transfer of personal data to third countries.  

 

Where we use providers based in the US, we may transfer data to them if they are part of the Privacy Shield which requires them to provide similar protection to personal data shared between the Europe and the US. For further details, see European Commission: EU-US Privacy Shield.

 

Please contact us if you want further information on the specific mechanism used by us when transferring your personal data out of the EEA]

 

 TC “7. DATA SECURITY” \L 1DATA SECURITY

 

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality. 

 

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

 

TC “8. DATA RETENTION” \L 1DATA RETENTION

 

How long will you use my personal data for?

 

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for.

 

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

 

Details of retention periods for different aspects of your personal data are available in our retention policy which you can request from us by contacting us.

 

TC “9. YOUR LEGAL RIGHTS” \L 1YOUR LEGAL RIGHTS

 

Under certain circumstances, you have rights under data protection laws in relation to your personal data. 

 

 

Request access to your personal information (commonly known as a “data subject access request”). This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it.

 

Request correction of the personal information that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected.

 

Request erasure of your personal information. This enables you to ask us to delete or remove personal information where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal information where you have exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. 

 

Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal information for direct marketing purposes.

 

Request the restriction of processing of your personal information. This enables you to ask us to suspend the processing of personal information about you, for example if you want us to establish its accuracy or the reason for processing it.

 

Request the transfer of your personal information to another party. 

 

Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

 

If you want to exercise any of the above rights, please contact Data Privacy Manager in writing.

 

No fee usually required

 

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

 

What we may need from you

 

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

 

Time limit to respond

 

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated. 

 

Disclaimer

 

Users of this template accept that it is their responsibility to understand when and how to use the template and notes appropriately and how to tailor them as appropriate to the circumstances of any particular case.  Lodders Solicitors LLP and the British Chiropractic Association accept no responsibility or liability in relation to the use of the template or notes.

 

What people say about Us

'I was a little dubious when I was told Neuroworks could cure my shoulder pain that I had been living with for so long but after only 3 sessions my shoulder was feeling approx. 80% better. Jake Cooke came highly recommended to me and I can now pass on this recommendation. I have just finished my 5th session and my shoulder has almost made a full recovery. Jake is professional, reliable and friendly with his patient's needs at the forefront of his practice' - Amy, Teacher.

'I am currently receiving treatment at Neuroworks Chiropractic Clinic in Ealing under practitioner/chiropractor Jake Cooke. I have found Jake’s approach, treatment, exercise programme, guidance and encouragement excellent. Following on from an initial assessment and diagnosis, the specific, innovative and progressive treatment plan has been carried out in a relaxed and comforting environment and I would highly recommend Jake and the Clinic' - Peter

'I recently visited Jake Cooke after a traumatic fall where I had a whiplash injury and also had a problem with my hip. I found him to be extremely professional, personable and knowledgable. He has a very easy manner and I have complete confidence in his abilities. He has completely sorted my neck and has given me exercises to do which are strengthening my hip. I would have no hesitation in recommending him to anybody' - Mary, Air hostess

'I recently visited the clinic in New Malden as I was suffering from acute BPPV. Jake was able to pinpoint the cause of my condition immediately and clearly articulated the required cause of treatment. I was particularly impressed with Jake’s knowledge of the condition and was able to treat me accordingly. Excellent service, and would recommend to anyone – thanks for fixing me!' - Hannah, Accountant

'I went to Jake with a bad back and hips and it turned out he was a specialist in many more things! He explained very clearly and in ways I could understand how neurologically my brain was feeling the impact of high stresses at work and in turn this was affecting not just my back but my balance, mood, productivity etc etc. He put my mind at rest about so many things and gave me a comprehensive plan to get better....which I most definitely have! Would very highly recommend.' - Mr M Fox

If you have any other questions or would like to make an appointment, click here to contact me.