Privacy Policy Last updated: 28 August 2026AB Physiotherapy, trading as Alex Physio, respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and share personal information when you visit our website, contact us, book an appointment, purchase a gift voucher or receive physiotherapy treatment.
1. Who we are AB Physiotherapy, trading as Alex Physio Sole trader
Address: Flat 5, 19 Austwick CloseLeicesterLE4 0SJUnited Kingdom
Email: info@alexphysio.co.uk
AB Physiotherapy is the data controller responsible for deciding how and why your personal information is processed. The treating physiotherapist is registered with the Health and Care Professions Council (HCPC) and is a member of the Chartered Society of Physiotherapy (CSP) and the Acupuncture Association of Chartered Physiotherapists (AACP).Our services are currently provided to adults aged 18 and over.
2. Information we may collect
Depending on how you interact with us, we may collect information including: your name; email address; telephone number; postal address; date of birth and other identification information where relevant; appointment and booking information; medical history; information about symptoms, injuries, diagnoses and health conditions; medication information; assessment findings; treatment plans; clinical notes; GP, consultant, referrer or other healthcare-professional information; information contained in communications with us; invoice and payment information; gift-voucher purchaser and recipient information; information you provide through forms or questionnaires; information provided through email, telephone, SMS, WhatsApp or Facebook; information generated during clinical consultations; and technical information about use of our website, including website analytics where permitted by your cookie preferences.
Health and medical information is classed as special-category personal data and receives additional protection under UK data-protection law.
3. How we collect information
We may collect information: directly from you; through our website; through Wix forms; through Cliniko; during telephone or in-person consultations; through email; through SMS; through WhatsApp; through Facebook; from another healthcare professional where appropriate; from insurers or other organisations where relevant and lawful; and through payment providers when you make a payment.
4. Why we use your information
We may use your information to: respond to enquiries; arrange and manage appointments; send appointment confirmations and reminders; provide physiotherapy assessment and treatment; understand your medical history and treatment needs; create and maintain appropriate clinical records; prepare treatment plans; communicate with you about your care; communicate with another healthcare professional where appropriate; prepare and issue invoices; process payments; process gift-voucher purchases; manage cancellations and administration; comply with professional, legal, regulatory and insurance obligations; maintain the security and administration of our practice; maintain and improve our website; and understand how our website is used through permitted analytics.
We do not currently send promotional or direct-marketing emails or text messages.
Appointment confirmations, reminders, invoices and communications relating to treatment or services you have requested are service communications rather than marketing.
5. Our lawful bases for processing Under UK data-protection law, we must have a lawful basis for processing personal information.
Depending on the circumstances, we may rely on:
Contract
Where processing is necessary to provide a service you have requested or to take steps at your request before providing that service.
Legal obligation
Where we need to process or retain information to comply with applicable legal, regulatory or professional requirements. Legitimate interests
Where processing is reasonably necessary for the administration, management, security or operation of the practice, provided those interests do not override your rights and interests.
Consent
Where consent is specifically appropriate or required.
Health information
Because physiotherapy involves processing health information, we may process special-category health data where necessary for the provision and management of healthcare and treatment under Article 9(2)(h) of the UK GDPR, together with the applicable provisions of the Data Protection Act 2018.
Clinical information is also subject to professional confidentiality obligations.
6. Clinical confidentiality
Your clinical and health information is treated confidentially. Where appropriate for your care, relevant information may be shared with: your GP; a consultant; another healthcare professional; an insurer; another organisation involved in your care, where there is an appropriate lawful reason and with your agreement where required. Information may also be disclosed where required by law, regulation or professional obligation.
7. Heidi Health and AI-assisted clinical documentation
AB Physiotherapy uses Heidi Health, an AI-assisted clinical documentation service, to support consultation transcription and preparation of clinical notes. When Heidi is used during a consultation, information discussed during the consultation may be processed, including sensitive health information. Heidi is used as a documentation aid. The treating physiotherapist remains responsible for the clinical record and for clinical decision-making.AI-generated notes should not be treated as independently authoritative clinical decisions. They are reviewed and used by the physiotherapist as part of the clinical documentation process. Patients will be informed when AI-assisted documentation is being used. Heidi Health processes information in accordance with its own privacy, security and data-processing arrangements. AB Physiotherapy does not put identifiable patient information or clinical records into general-purpose AI services such as ChatGPT or Gemini.
8. Systems and service providers
We use third-party systems to help operate the practice. These may include: Wix Used for website hosting, website forms, gift-voucher functionality and other website services. Cliniko Used for appointments, patient administration, clinical records and practice management. Heidi Health Used for AI-assisted consultation transcription and preparation of clinical documentation. Stripe and/or Wix Payments Used for online payment processing, including website transactions. SumUp Used for card-payment processing. Banking providers Used where payment is made by bank transfer. Google Analytics Used to help us understand website usage where analytics cookies have been permitted. Email, telephone and SMS providers Used to communicate with patients and customers. WhatsApp and Facebook These may be used where you choose to communicate with the practice through those platforms. Some providers may act as processors on our behalf, while others may operate as independent data controllers for particular activities.
Your full payment-card information is normally processed by the relevant payment provider and is not stored directly by AB Physiotherapy. We also accept cash payments.
9. International transfers
Some of the technology providers used by AB Physiotherapy may store, process or access personal information outside the United Kingdom. Where this constitutes a restricted international transfer, appropriate safeguards will be used where required by UK data-protection law.
10. How long we keep your information
We do not keep personal information for longer than necessary.
Clinical records
For adult patients, clinical records are normally retained for eight years from the date of the last treatment, unless a longer or different period is required because of a legal, regulatory, professional, insurance or other legitimate requirement.
Financial and administrative information
Invoices, payment records, accounting records and other administrative information are retained for the periods necessary to comply with applicable legal, tax, accounting and business requirements.
Enquiries and other information
Information relating to enquiries and communications is retained only for as long as reasonably necessary for the purpose for which it was collected.
11. Payments
Payments may be made by: card; SumUp; online payment; bank transfer; or cash. Payment providers may collect and process information necessary to complete the transaction. AB Physiotherapy does not normally receive or store your full payment-card details.
12. Gift vouchers
When you purchase a gift voucher, we may collect information about: the purchaser; the recipient; the purchaser's contact details; the recipient's details where provided; the selected treatment or voucher; payment information; and any personal message provided for the recipient. This information is used to process and administer the gift voucher and associated payment.
13. Cookies and website analytics
Our website uses cookies and similar technologies. Some cookies are essential for the website to operate correctly. Other cookies may be used for purposes such as website analytics. Where consent is required, non-essential cookies will only be used in accordance with your cookie choices. You can accept, reject or manage non-essential cookies using the cookie controls provided on our website. We currently use Google Analytics to understand how visitors interact with the website.
14. Communications
We may contact you by: email; telephone; or SMS, where reasonably necessary to manage: your appointments; appointment reminders; treatment; invoices; payments; enquiries; or another service you have requested. We do not currently use these contact details for promotional marketing. If this changes in the future, our privacy information and marketing procedures will be reviewed accordingly.
15. Your data-protection rights
Depending on the circumstances, you may have the right to: ask whether we hold personal information about you; request a copy of your personal information; ask us to correct inaccurate or incomplete information; ask us to delete personal information where applicable; ask us to restrict processing; object to certain types of processing; request transfer of certain information; withdraw consent where processing is based on consent; and complain about the way your information has been handled. These rights are not absolute. For example, we may need to retain clinical records despite a request for deletion where we have legal, regulatory, professional or insurance obligations requiring us to retain them. To exercise your rights, contact: info@alexphysio.co.uk
16. Security
We take reasonable technical and organisational measures to protect personal information against: unauthorised access; accidental loss; misuse; alteration; destruction; or unauthorised disclosure. Access to clinical information is restricted to those who reasonably require it for appropriate purposes. We also use specialist practice-management and payment systems designed to provide appropriate security controls.
17. Data breaches
If a personal-data breach occurs, we will investigate it and take appropriate steps to contain and manage it. Where legally required, we will report qualifying personal-data breaches to the Information Commissioner's Office and notify affected individuals where required.
18. Adults only
AB Physiotherapy currently provides the services described on this website to people aged 18 and over. If this changes, our procedures and privacy information will be reviewed accordingly.
19. Complaints
If you have concerns about how AB Physiotherapy handles your personal information, please contact us first: info@alexphysio.co.uk
We will investigate data-protection concerns and respond appropriately. You also have the right to complain to the: Information Commissioner's Office (ICO)The UK's independent regulator for data protection.
20. Changes to this Privacy Policy
We may update this Privacy Policy from time to time where: our services change; our technology providers change; our use of personal information changes; or legal or regulatory requirements change. The current version will always be published on this page.