This policy explains what personal information South Coast Home Physiotherapy collects, why we collect it, how long we keep it and the rights you have over it. We have written it in plain English, because you should be able to understand it without a lawyer.
Last updated: 27 September 2026.
1. Who we are
South Coast Community Physiotherapy Ltd, trading as South Coast Home Physiotherapy, is the data controller for the personal information described in this policy. We are a limited company registered in England and Wales under company number 15697992, and we are registered with the Information Commissioner's Office (ICO) under registration reference ZC090271. Our physiotherapists are registered with the Health and Care Professions Council (HCPC) and members of the Chartered Society of Physiotherapy (CSP).
Questions about this policy or your information can be sent to hello@schp.co.uk or raised by phone on 023 811 12998.
2. The information we collect
When you enquire. If you contact us through the website form, by phone or by email, we collect the details you give us: typically your name, phone number, email address, the area you live in and what you tell us about the help you are looking for. If you are enquiring on behalf of a relative, we will also hold the details you share about them. We keep brief notes of phone conversations so that you do not have to repeat yourself. Website enquiries may also include general information about how you reached our site, which helps us understand how people find us.
When you become a patient. To treat you safely we collect and hold clinical information: your address and date of birth, relevant medical history, details of your GP, consultant or case manager, medication relevant to your care, our assessment findings and treatment notes, and an emergency contact. This is health information, which the law treats as special category data and protects more strongly.
When you visit the website. We use Vercel Web Analytics, a privacy-focused service that shows us aggregate figures such as page views and visitor counts without using cookies or identifying individual visitors. If you accept analytics cookies in our cookie banner, we also use Google Analytics 4 to understand how the site is used; if you decline, Google Analytics sets no cookies on your device. We do not use advertising pixels anywhere on this site.
3. Health information
We process health information because it is necessary for the provision of health care by a registered health professional, under Article 9(2)(h) of the UK GDPR, alongside our HCPC duty of confidentiality. In practice that means your clinical information is used only to assess, treat and keep you safe, is recorded in a secure clinical records system, and is seen only by the clinicians involved in your care and those who administer it.
4. How we use your information
We use personal information to respond to enquiries and arrange appointments; to assess, plan and deliver your physiotherapy; to keep the clinical records we are professionally required to keep; to invoice and take payment; to keep in touch about your care between visits; and to meet our legal and regulatory obligations. We do not use your information for automated decision-making, we do not sell it to anyone, and we will never add you to a marketing list you did not ask to join.
5. Our lawful bases
For everyday personal details we rely on: contract (Article 6(1)(b)), to provide the service you have asked for; legitimate interests (Article 6(1)(f)), to respond to enquiries and run the business; and legal obligation (Article 6(1)(c)), for records we must keep by law. For health information we additionally rely on Article 9(2)(h) as described above. Where we ask for your consent for something specific, such as sharing an update with a family member, you can withdraw it at any time.
6. Who we share information with
With your agreement, we share relevant clinical information with the other professionals involved in your care: your GP, hospital consultant, NHS therapy team or case manager. If an insurer or other third party is funding your treatment, we share what is needed for invoicing and authorisation. We may also share information where the law requires it, for example with regulators or to protect someone at serious risk.
A small number of carefully chosen service providers process data on our behalf: our website and analytics host (Vercel), the service that delivers website form submissions to our inbox, our email provider, our secure clinical records system and our accountancy provider. Each acts under our instructions and appropriate safeguards. Your information is stored and processed in the UK or under UK GDPR-recognised protections.
7. Cookies and analytics
We use Google Analytics 4 to measure how the site is used and how people find us; it sets cookies beginning _ga that distinguish one browser from another and expire after up to two years. We rely on our legitimate interest in understanding and improving the service, and we use measurement strictly: the data is not used to profile you, and we have advertising personalisation and Google's cross-device signals switched off. You can block or delete these cookies at any time through your browser settings or Google's opt-out add-on, and the site works identically without them. Our cookieless Vercel Web Analytics counts run in every case.
8. How long we keep information
If you enquire but do not become a patient, we delete your enquiry within six months. Adult clinical records are kept for eight years after your last treatment, in line with CSP guidance. Records for children are kept until the person's 25th birthday, or 26th if they were 17 when treatment ended. Financial records are kept for six years plus the current year, as tax law requires. When a retention period ends, records are securely deleted or destroyed.
9. How we protect it
The website is served over an encrypted connection, clinical records are held in a secure, access-controlled system rather than on paper or personal devices, and access is limited to the people who need it for your care. Our clinicians are bound by professional confidentiality in addition to data protection law.
10. Your rights
You have the right to ask for a copy of the information we hold about you; to have inaccurate information corrected; to ask us to delete information we no longer need to keep; to restrict or object to some processing; to receive information you provided in a portable format; and to withdraw any consent you have given. Contact hello@schp.co.uk and we will respond within one month, without charge. Some clinical records must be retained for the periods above even where deletion is requested, and we will explain this where it applies.
11. Complaints
If you are unhappy with how we have handled your information, please tell us first and we will do our best to put it right. You also have the right to complain to the Information Commissioner's Office: ico.org.uk, 0303 123 1113, or Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.
12. Changes to this policy
We will update this page when our practices change and revise the date at the top. Significant changes affecting current patients will be communicated directly.
