Privacy & Policy | T&C's

The processing of personal data is governed by the General Data Protection Regulation 2016/679 (GDPR).

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This legislation gives you rights as an individual and obligations to organisations holding your personal data. One of these rights is that you are informed, which means you must be advised of the way in which your personal information is used, shared and stored. This Privacy Policy will explain the rights you have in relation to the information held about you and the legal basis on which it is used

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This notice is to explain why I collect your personal data, and what I do with it, and to ensure I am working in accordance with the new EU General Data Protection Regulation (GDPR). Please note as from September 2020 a QR code will be provided at each clinic to scan, however I am still obligated by legislation to collect contact details of each person who enters the clinics.  If the clinics are contacted by Track & Trace your details will be passed to them.  The processing of and handling of this data is a condition of agreeing to treatment.

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When you supply your personal details to me, when we communicate by email or telephone, and when I take notes in the clinic, this information is stored and processed for four reasons in line with the GDPR requirements:

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1. I 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 in law an (unwritten) contract.

2. I have a legitimate interest in collecting that information, because without it I couldn’t practice acupuncture and herbal medicine effectively and safely.

3.  I keep records of your contact information because I think that it is important that I can contact you in order to confirm your appointments with me or to update you on matters related to your medical care. This again constitutes a legitimate interest, but this time it is your legitimate interest.

4.  Provided I have your consent (and this only needs to be verbal consent), I may occasionally send you individualised health information by email in the form of articles or advice. I will not send out generalised leaflets or advertisements. You may withdraw this consent at any time – just let me know by any convenient method.

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I have a legal obligation to retain your records for 8 years after your most recent appointment (or after you have reached age 25, if this is longer), after which time they are shredded.

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Prior to 2024 your clinical records were stored only on paper, in individual files, and in a secure cabinet.  From 2024 your clinical records are stored securely on our online clinic management system.

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Any emails I might receive are stored on my password protected computer at home and are deleted within three months.

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I am the only person who has access to your records and emails, however when booking an appointment in Jane App and through reception they will be able to see your contact details and main complaint.  I will never share your clinical record with anyone who does not have a legal right of access without your written consent. If you are a referred patient, I will ask for your permission to update the referring Practitioner.

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You have the right to see what personal data of yours I hold, and you can also ask me to correct any factual errors. I am legally required to respond to any request from a client to see their personal data within a timescale of 30 days. However, I would ensure that I responded as soon as I possibly could to any reasonable request for access to personal records.

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I want you to be absolutely confident that I am treating your personal data responsibly, and that I will do everything I can to make sure that the only people who can access that data have a genuine need to do so. In the case of my practice this would most likely apply in the situation of me needing to make a referral to another health professional or discussions with the clinic manager.

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Of course, if you feel that I am mishandling your personal data in some way, you have the right to complain. Please first raise your concern with me, as I hope very much I will be able deal with any concerns you might have. However, you can also raise a concern directly with the Information Commissioner’s Office on https://ico.org.uk/concerns/

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Please note that The Acu Hub & Natural Fertility Clinic have the right to refuse treatment or access to any of the clinics, in person or online.  This will happen if  (but not limited to)  aggressive, rude,  threatening or inappropriate behaviour is shown towards any staff, clinic, business or colleague that I work with.  If we deem you to demonstrate these behaviours and your treatment is through a gift voucher or plan, you will forfeit the voucher/plan. If you are awaiting results, these will be sent if requested, however further consultations will not be available/forfeited.  Stalking, harassment and intimidation will not be tolerated and the police will be contacted.  If these behaviours occur we may contact other relevant authorities to discuss. Malicious behaviour will be reported to authorities and persued.

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CCTV does operate in some of our clinics (internally and externally of premises) and the data is stored to a 'cloud' for 30 days.  Only data that we deem is required will be downloaded and stored securely on a password protected machine.​  If authorities request copies this will be assessed and provided if deemed necessary.

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Any damage caused to our property by yourself, will result in being reported to authorities and our insurers and we will seek compensation. 

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Our cancellation policy is 72 hours DURING WORKING HOURS, or the full fee will be charged.  Please do not get upset or query this charge, this is part of the terms of agreeing to have treatment. If you don't agree to the cancellation policy, we will not treat you. If you are more than 5 minutes late for your appointment, the appointment will be deemed as a 'no show' and the full amount charged.  Being late for your appointment has a huge impact on the running of the clinic, and affects other clients.  Please understand this, and plan your journey accordingly to avoid awkward conversations.  When making an appointment you are booking the practitioners time and expertise - not a service.  

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Out of Hours contact will be charged with a one off admin fee of £125 and £2/min thereafter.  You are agreeing to this fee, so please consider if your issue is urgent or if you just fancy a chat or want the clinical director to change an appointment for you instead of a.reception member.  This is costly for you eg, asking the Director to change an appointment will cost you over £130 as you do not want to speak to a receptionist.  The reception, admin team and online system should be sufficient to cover anything that is not medically relevant. There is a telephone answering service/message centre during weekends and between 8pm-8am  We will charge the card saved on your profile and send you a receipt if you insist on 1:1 contact out of hours, and out of the Clinical Directors core working hours or if they are on holiday.

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If you require a telephone conversation or response to an email between appointments that does not relate directly to your previous treatment (eg. asking for additional information, asking for opinions, to review test results) these appointments are available at £30/15 minutes.

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We are not responsible for you being late to your appointment, or failing to plan for your appointment - this includes traffic delays and parking. We always try to accommodate for this, however if it has an impact on the running of the clinic we cannot.  Please note standard appointments are 45minutes, if the practitioner chooses to treat for longer than this it is at their discretion.  If you wish to have a longer appointment to include multiple treatments, please book a double appointment (eg. if you wish to have acupuncture and cupping).

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We understand the ease of use of technology, but please note that text messages/whattsapp will not be responded to. A  reception and online booking system is available to book appointments or change appointments. Changes to appointments will not be actioned  by email. You will receive an auto response to emails.  If you require a response from our clinic director, please follow the auto email.

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We have core working hours, and request that you respect these.  If we choose to send emails out of these hours it is at our discretion and do not expect a response. If you communicate outwith our core working hours, we will respond within 72 hours, excluding weekends and public holidays.

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For herbal consultations, please note that we use a dispensary to process your herbs order.  This is a third party that we do not have control over.  You will be dispensed the correct dosage, which the dispensary can provide computerised weighing data to verify.   PLEASE NOTE THAT WE REQUIRE 72HRS after your appointment for our Clinical Lead to write your medical prescription and then issue this to the dispensary.  Your prescription is bespoke and cannot be refunded as it is made specifically for you.  The dispensary is open Monday - Friday with a 1pm cut off.  Please do not text for repeat prescriptions, you are required by Medical Law to have an appointment every 4 weeks to dispense herbal medicine.  We do try accommodate requests but cannot always accommodate emergency requests.  Once your prescription arrives electronically at the dispensary they will produce your formula on the prescription. This will then be posted.  If postage is excessive this will be charged accordingly.  We are not Amazon Prime, so please do not expect your prescription the next day.  Payment for your prescription is required prior to it being sent to the dispensary. Failure to pay will result in you prescription not being processed.  If you cancel your 1:1 appointment and request herbs, please note that this is not possible.  Online consultations are available to book if you cannot attend the clinic in person.  The cost of this is payable prior to your appointment.

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A reception and online booking service is provided.  Please note: the clinic mobile will only be used for outgoing calls from 5 April 2024 and will not be able to receive Text messages or WhatsApp messages. Please call reception or book an appointment online if you urgently need to contact Sharon. Emails are not monitored throughout the day to accommodate changes with appointments.  Misuse of text messages will result in your number being blocked, refusal to treat and a note put on your file.  One would not ordinarily contact other healthcare providers by text message - so please consider if your message is appropriate and within business hours.  

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Please note that recording of treatments and photography is not permitted to be undertaken within our clinic building, especially within the clinic treatment room.  Prior consent in writing is required to be requested. We do not permit any photographs taken within any of our buildings or clinics or for them to be used on social media.

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We do not consent for any information that may identify our practitioners, clients or clinics  to be shared on any online platforms or social media platforms.  If this is undertaken without our consent, legal action may be taken.

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As we recognise your privacy, we request that you acknowledge and recognise our privacy.  You agree that any images sent through to our clinics may be used for training or promotional purposes.  

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The guidance that your practitioner gives you is to be adhered to get the best outcome of your treatment plan.  Failure to attend or book treatments within the guidance given and timescales may be detrimental to your outcome. This is to set expectations.

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The Acu Hub and Dumfries Natural Fertility Clinic are registered and licensed with Dumfries and Galloway Council, with the business address and location of Suite 2, First Floor, Hestan House, The Crichton, Dumfries, DG1 4TA.  From the 8th October the new address is 84 Queensberry Street, Dumfries, DG1 1BG. Any business falling under the license will only be undertaken at the business address.  The businesses operate from this address.

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If you have any concerns about the facilities or treatment you receive you do have the right to raise a complaint.  Please raise your concern with me, as I hope very much that I would be able to deal with any of your concerns you may have, however, you can also raise a concern directly with:

 

Vale of White Horse & South Oxfordshire Council

Test Valley Council

West Oxfordshire Council 

Cotswold Council

Dumfries & Galloway Council