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Privacy Policy

As a patient/client of SYNERGY CRW Ltd we will need to hold personal information about you (name, address, phone number, medical history etc.). When you supply your personal details to this clinic they are stored and processed for 4 reasons.

  1. We 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 a contract. You can, of course, refuse to provide the information, but if you were to do that we would not be able to provide treatment.
  2. We have a “Legitimate Interest” in collecting that information, without it we couldn’t do our job effectively and safely.
  3. We also think that it is important that we can contact you in order to confirm your appointments with us or to update you on matters related to your medical care. This again constitutes “Legitimate Interest”, but this time it is your legitimate interest.
  4. Provided we have your consent, we may occasionally send you general health information in the form of articles, advice or newsletters. You may withdraw this consent at any time – just let us know by any convenient method.

We have a legal obligation to retain your records for 8 years after your most recent appointment (or age 25, if this is longer), but after this period you can ask us to delete your records if you wish. Otherwise, we will retain your records indefinitely in order that we can provide you with the best possible care should you need to see us at some future date.

Your records are stored electronically (“in the cloud”), using a specialist medical records service. This provider (we currently use a provider called “Practicehub”) has given us their assurances that they are fully compliant with the General Data Protection Regulations. Access to this data is password protected, and the passwords are changed regularly. Practicehub allows us to integrate the “Stripe” payment platform. When we take a payment using this method Stripe will encrypt all of your information and your card details are not accessible in any way – the user can only view the last 4 digits. This means you can pay for your appointments automatically, even if you forget to bring your card to the appointment. You can request us to delete these details at any time.

We will never share your data with anyone who does not need access without your written consent. Only the following people/agencies will have routine access to your data:

  • The medical records service (Practicehub) who store and process our files. Practicehub has given us their assurances that they are fully compliant with the General Data Protection Regulations.
  • Your practitioner(s) in order that they can provide you with treatment
  • Our off-site reception staff. We currently use a virtual assistance company called “Balance VA” to answer phone calls and emails. Much like regular in-house reception staff they are able to coordinate appointments but do not have access to your medical history or sensitive personal information. Balance VA has given us their assurances that they are fully compliant with the General Data Protection Regulations.
  • We may occasionally use Mailchimp and/or Autopilot or similar companies to coordinate our messages, so your name and email address may be saved on their server. Again, these companies are fully compliant with the General Data Protection Regulations.

From time to time, we may have to employ consultants to perform tasks which might give them access to your personal data (but not your medical notes). We will ensure that they are fully aware that they must treat that information as confidential, and we will ensure that they sign a non-disclosure agreement.

You have the right to see what personal data of yours we hold, and you can also ask us to correct any factual errors. Provided the legal minimum period has elapsed (8 years), you can also ask us to erase your records.

You have the right to access all of your records held at the clinic, and there is usually no fee payable. In almost all circumstances you will be required to give written consent before information is released to others – such as the reports for insurance, solicitors, GP letters etc. In exceptionally rare circumstances we may be required by law to release your records, for example if a court order is presented, or there is an imminent risk to the life of yourself or others.

We want you to be absolutely confident that we are treating your personal data responsibly, and that we are doing everything we can to make sure that the only people who can access that data have a genuine need to do so.

Of course, if you feel that we are mishandling your personal data in some way, you have the right to complain. Complaints need to be sent to the clinic owner and data controller. Here are the details you need for that:

Lee Taylor (Clinic Director), Synergy CRW Ltd, 138 Holly Road, Twickenham, TW1 4HQ

Email – info@synergy-clinic.co.uk

Call – 020 8898 3936

If you are not satisfied with our response, then you have the right to raise the matter with the Information Commissioner’s Office.