FAQs & TERMS

IS A DOCTOR’S REFERRAL REQUIRED?

A doctors Referral to attend an Osteopathy appointment is not required. Osteopathy is recognised by the NHS as an Allied Health Profession, to aid reducing painful symptoms in the Musculoskeletal System. Your first appointment will establish whether you are safe to treat and establish if your symptoms warrant any further investigations or a referral to a different modality of healthcare provision.

At James Edward Osteopathy, we’ve been working hard behind the scenes to make sure every moment during an allowed treatment is as safe as possible. Below, you can read our full risk assessment, published in line with government guidelines.

This document identifies the Covid-19-related risks that our community of self-employed Osteopaths and Manual Therapists may encounter when delivering professional services.

The following potential risks are identified and tackled: 1. Before an appointment takes place, 2. When travelling to appointments, 3. During the delivery of a service, 4. After an appointment. The findings and strategies outlined in this document are publicly available on this website as recommended by the new government guidance to help employers, employees and the self-employed understand how to work safely during the coronavirus pandemic.

Before the appointment

Risks:

• Client or someone from the household is infected with Covid-19 or is in close contact with an infected person

• Client within a vulnerable population

• Client unaware of transmission risks and additional hygiene measures required 

Mitigating actions:

As per government guidelines, we are communicating with clients at multiple touch points of their booking experience to make sure they: (a) do not show any symptoms; (b) haven’t been in contact with someone showing symptoms; (c) haven’t been abroad in the last 14 days, (d) understand additional hygiene measures and that the use of PPE will be required for their treatment. This includes but isn’t limited to: email on the day of the booking to remind them to cancel with no charge in case of exposure to the virus or showing symptoms.

When travelling to appointments

With the exception of on-site clinic visits the work carried out by our practitioner cannot be performed from their homes. Therefore, they have to travel to their clients’ homes to perform their services.

Risks:

• Contamination risk when using public transport through touching contaminated surfaces

• Contamination risk when using public transport through equipment (massage tables) touching contaminated surfaces

• Contamination through touching doorknobs and other contaminated surfaces upon arrival and departure from client’s home

Mitigating actions:

Service etiquette updated to include the following recommendations:

• Limiting the use time on public transport where possible

• Wear protective equipment while travelling (mask + gloves)

• The use of antibacterial wipes to sterilise the treatment table when travelling between bookings

• limiting the use of porous materials that may aid contamination of any droplets between households including towels, covers and couch bags

• Professionals advised to use disposable antibacterial wipes and immediately dispose of them safely if they need to touch doorknobs or other potential sources of contamination in the client’s home

During the delivery of the service

Risks:

• If a practitioner carrying out the service shows symptoms or have been exposed to coronavirus within the last 14 days

• Contamination due to practitioners’ lack of understanding of the virus, how it spread and how to prevent contamination

• Contamination due to poor ventilation in a treatment space

• Contamination due to close proximity between the practitioner and a client. This is one of the cases identified by the government where a service cannot be carried out with the 2m distance rule

• Contamination by other household members

Mitigating actions:

• Practitioners with symptoms must not practice for seven days

• Practitioners must follow a CPD-accredited COVID19 transmission prevention training provided by an independent external provider

• They are also obliged to follow an additional internal service etiquette training providing them with specific advice based on their activity

• Order mandatory PPE relevant for their specialities

• Clients are advised to be alone with the therapist in the room they receive their treatment in, without the presence of other household members

• Clients are asked to wear a face covering* during all bookings

• Clients are also encouraged to open windows or have their treatment(s) outdoors where possible

After the appointment

Risk:

• Practitioner or client develops symptoms in the 14 days following the booking

Mitigating actions:

• Clients will be contacted 14 days after their booking to confirm they haven’t developed any symptoms

• Therapists are requested to check themselves for symptoms according to NHS guidelines everyday before starting work. They are also requested to report back to us should they develop any symptoms

• Recorded booking information will allow to trace all contacts that occur in the community should any infection be reported.

*Although no clear guidelines for at-home services were provided by the government at the time, we published this precaution on Thursday 11/11/2021 to make sure our clients and practitioners are as safe as possible.

Cancellation

We maintain a fair 24 hour cancellation policy. In the unforeseen event of a late cancellation within 24 hours, a late cancellation fee of £30 may be charged to the client. In the event of a no-show or a missed appointment, the full amount of the treatment booked will be charged accordingly. 

Refer a Friend 

To help spread the word about the great work we do in the community, we are running a refer-a-friend program to get the word out about our expert therapies! Invite any of your friends or family members to have an initial consultation with one of our lovely practitioners and you will both benefit from 10% off your treatment. Share the love and refer as many people as you like! Each time you refer a friend you will receive 10% off your next appointment.

*Patient must be new to James Edward Osteopathy. Discount upon complete payment for an initial appointment before the referrer receives their discount. Proof of friend referral must be shown before your appointment for eligibility. Subject to one reward only per appointment. Reward eligible for in-clinic appointments only.

James Edward Osteopathy is committed to protecting the privacy and confidentiality of your personal and health information. This Privacy Policy outlines how we collect, use, store, and share your data, in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, as well as relevant professional standards for Osteopaths and Massage Therapists in the United Kingdom.

Our Commitment to Your Privacy

 * We will only collect data that is relevant and necessary for providing you with safe and effective osteopathic and massage therapy treatments.

 * We will always process your data lawfully, fairly, and transparently.

 * We will ensure your data is kept secure and confidential.

 * We will be transparent about how we use your data and your rights concerning it.

1. Who We Are

James Edward Osteopathy 

2 Marlowe Court

Lymer Avenue 

SE19 1LP 

+447462466739

info@jeotherapies.com

www.jeotherapies.com

For the purposes of data protection law, James Edward Osteopathy is the Data Controller of the personal data you provide.

2. What Personal Data Do We Collect?

We collect various types of personal data, which may include:

a) Personal Identification Information:

 * Name

 * Date of birth

 * Address

 * Telephone number(s) (mobile, home)

 * Email address

 * Gender

b) Special Category Data (Health Information):

 * Detailed medical history (past and present conditions, injuries, surgeries, medications, allergies)

 * Lifestyle information (e.g., occupation, hobbies, exercise, diet – relevant to your treatment)

 * Treatment notes, including details of consultations, examinations, diagnoses, and treatment plans.

 * Referral letters, reports from other healthcare professionals, and imaging results (e.g., X-rays, MRI scans).

 * Consent forms for treatment.

c) Financial Information:

 * Payment details for services rendered (though typically processed by secure third-party payment providers, we may hold records of transactions).

d) Communication Data:

 * Records of correspondence between you and the clinic (e.g., emails, text messages, phone call notes).

3. How We Collect Your Data

We collect your data through various means, including:

 * Directly from you: When you complete new patient forms, during consultations, or through direct communication (phone, email, text).

 * From third parties (with your explicit consent): This may include referrals from GPs, consultants, insurance companies, or other healthcare providers. We will always seek your explicit consent before obtaining information from third parties.

4. How We Use Your Data (Purposes of Processing)

We use your personal data for the following purposes, relying on specific lawful bases under UK GDPR:

a) For the provision of direct healthcare and treatment (Legal Basis: UK GDPR Article 6(1)(b) - Contract, and Article 9(2)(h) - Medical Diagnosis, Provision of Health or Social Care or Treatment):

 * To accurately assess your health condition and provide safe, effective, and appropriate osteopathic and/or massage therapy treatment.

 * To maintain comprehensive and accurate patient records.

 * To communicate with you regarding your appointments, treatment plans, and progress.

 * To refer you to other healthcare professionals if necessary (with your explicit consent).

b) For administrative and business purposes (Legal Basis: UK GDPR Article 6(1)(f) - Legitimate Interests or Article 6(1)(b) - Contract):

 * To manage your appointments, scheduling, and billing.

 * To process payments for services.

 * To maintain our accounting and business records.

 * To comply with legal and regulatory obligations (e.g., professional body requirements, tax laws).

 * For internal audits and quality control of our services.

c) For future communications (Marketing – Legal Basis: UK GDPR Article 6(1)(a) - Consent, and PECR where applicable):

 * If you explicitly opt-in, we may use your contact details (email, phone number) to send you occasional marketing updates, such as information about new services, special offers, health tips, or clinic news. These communications will be kept to a minimum.

 * You will always have the option to withdraw your consent at any time by contacting us directly or using the unsubscribe link provided in our marketing emails.

d) For research and service improvement (Legal Basis: UK GDPR Article 6(1)(f) - Legitimate Interests or Article 9(2)(j) - Archiving, Scientific/Historical Research, or Statistical Purposes, with safeguards):

 * We may use anonymised or pseudonymised data for internal audit, research, or statistical purposes to improve our services and clinical practice. Your individual identity will not be discernible.

5. Sharing Your Data

We will generally only share your personal and health information when it is necessary for your care, required by law, or with your explicit consent. This may include sharing with:

 * Other healthcare professionals: With your explicit consent, we may share relevant information with your GP, specialists, or other therapists involved in your care to ensure coordinated treatment.

 * Administrative staff: Our administrative team will have access to your contact details and appointment information to manage bookings and accounts. They are bound by strict confidentiality agreements.

 * IT and data storage providers: We use secure third-party services for electronic record keeping and data backup. These providers are carefully selected and are also UK GDPR compliant.

 * Professional bodies and regulators: In exceptional circumstances, we may be required to share information with our professional bodies (e.g., General Osteopathic Council, relevant massage therapy associations) or other regulatory authorities if there is a legal or ethical obligation to do so.

 * Legal obligations: We may disclose your data if legally required to do so by a court order, subpoena, or other legal process.

We will never sell your personal data to third parties for marketing purposes.

6. How We Store Your Data

Your data is stored securely, both in physical (paper) and electronic formats.

 * Paper records: Stored in locked filing cabinets within a secure premises.

 * Electronic records: Stored on password-protected computers and secure cloud-based systems that are compliant with UK GDPR. All electronic data is regularly backed up.

 * Our staff are trained in data protection and confidentiality protocols.

7. Data Retention

We retain your personal and health data for specific periods to comply with legal and professional obligations:

 * Adult Patient Records: We will retain your records for a minimum of 8 years after your last treatment session or death.

 * Children's Records: Records for patients seen as minors will be retained until their 25th birthday, or 8 years after death if the child dies before reaching 18.

 * Other records: Financial records and other administrative data will be retained for the periods required by tax and accounting legislation (typically 6 years).

After these retention periods, your data will be securely and permanently disposed of or anonymised.

8. Your Rights

Under UK GDPR, you have the following rights regarding your personal data:

 * The right to be informed: You have the right to know how your data is being used. This Privacy Policy serves to provide this information.

 * The right of access: You can request a copy of the personal data we hold about you. We will respond to your request within one month. We may require proof of identity to process this request.

 * The right to rectification: You have the right to have inaccurate or incomplete data corrected. Please inform us if any of your details change.

 * The right to erasure ("the right to be forgotten"): In certain circumstances, you can request that we delete your personal data. Please note that this right is not absolute, especially regarding health records where legal retention periods apply.

 * The right to restrict processing: You can request that we limit the way we use your data in certain situations.

 * The right to data portability: You have the right to receive your personal data in a structured, commonly used, and machine-readable format and to transmit it to another controller.

 * The right to object: You have the right to object to the processing of your data in certain circumstances, particularly for direct marketing.

 * Rights in relation to automated decision making and profiling: You have the right not to be subject to decisions based solely on automated processing, including profiling, which produces legal effects concerning you or similarly significantly affects you. We do not use automated decision-making or profiling in our practice.

9. Withdrawing Your Consent

Where we rely on your consent to process your data (e.g., for marketing communications), you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing based on consent before its withdrawal.

10. How to Make a Complaint

If you have any concerns about how we handle your personal data, please contact us in the first instance. We will do our best to resolve your concerns.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's independent authority for data protection.

Information Commissioner's Office (ICO)

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Helpline: 0303 123 1113

Website: www.ico.org.uk

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The latest version will always be available on our website or by request.

Last Updated: July 8, 2025