Fleur Robertson
Registered Osteopath Farnham

Head To Toe Healthcare

Low Back Pain   |   Shoulder Pain   |   Neck Pain   |   Wear and Tear   |   Disc Injury   |   Sports Injury

Privacy, Data Protection & GDPR

Data Protection Policy

Use Of Our Website

We are committed to safeguarding the privacy of our website visitors, and we do not collect, store or use any personal data regarding your visit to this website.

We use personal information that you may send to us via the “Contact Us” page in order to contact you only where necessary to respond to your query. We do not store nor process any such information, and we do not pass it on to any 3rd party.

Cookie policy

We use cookies and similar technologies on this site to personalise and enhance your experience while using the site. Cookies are small text files placed on your computer to collect standard internet log information and visitor behaviour information.

We may use cookies for the following purposes:

  • Necessary cookies – These cookies are required for you to be able to use some important features on our website, such as logging in. These cookies don’t collect any personal information.
  • Functionality cookies – These cookies provide functionality that makes using our service more convenient and makes providing more personalised features possible. For example, they might remember your name and e-mail in forms so you don’t have to re-enter this information next time you visit.
  • Analytics cookies – We use Google Analytics, a popular web analytics service provided by Google to look at the information collected on cookies, to measure traffic and help improve our visitor website experience.


Google has their own Privacy Policy which you can review here. If you’d like to opt-out of tracking by Google Analytics, visit the Google Analytics opt-out page.

You can also set your browser not to accept cookies should you wish to; more information can be found on this website www.aboutcookies.org

Alternatively, you can control some 3rd party cookies by using a privacy enhancement platform such as optout.aboutads.info or youronlinechoices.com.

For more information about cookies, visit allaboutcookies.org.

Use of Patients’ Personal Data – GDPR Statement

At Coombe House Osteopathic Clinic we take our responsibilities seriously with regards to the collection, processing and management of your personal data. We are in the process of updating our procedures and documents to ensure that we comply with the new General Data Protection Regulation from May 25th 2018.

Please read our GDPR Statement for details of the personal information we take during your visit as a patient, why we require it, how we use it, how we get consent, how you can withdraw consent, how you can ask for it to be corrected, and where you can complain if you feel we have not managed your personal data lawfully.

We may update our privacy policy from time-to-time by posting a new version on our website. You should check this page occasionally to ensure you are happy with any changes.

The website may contain links to other websites. We are not responsible for the privacy policies of third party websites.

If you have any questions about this privacy policy or our treatment of your personal data, please write to us by email via our Contact page or by post to Coombe House Clinic, 8-9 Cambridge Place, East Street, Farnham, GU9 7BQ

GDPR Statement

Personal Information

At various times during your interaction with the osteopath at Coombe House Osteopathic Clinic, you will be asked to provide personal information. This document tells you what information we request and why we need it, what information is stored, and how we process it.

Online Appointment Booking

This clinic uses Fresha scheduling software, and is available for booking Osteopathy appointments on-line. Should you wish to make use of this facility, we request your email address, date of birth and mobile telephone number to confirm your appointment.
We also send you appointment reminders. Your contact details are stored within Fresha’s software database, but we do NOT share or pass on your personal details to any 3rd party.

Your Initial Consultation

We require your full name, address and date of birth so that we can identify your medical records correctly (as these are legal documents) and also to identify you correctly in any necessary correspondence with 3 rd parties that you authorise.

Should your name (eg. marriage) or address change, it is important that you let us know so that we can ensure your records are updated.

We request your email address and telephone number(s) in order to contact you regarding your appointments, or with appointment reminders, or relating to your treatment at the Coombe House Osteopathic Clinic. Should these details change, it is important that you let us know so that we can ensure your records are updated.

We do NOT share or pass on these personal details to any 3rd party.

You are not obliged to provide your email address or telephone contact details. And if, subsequently, you would like us to remove your email address and telephone number(s) from our database, let us know, and we shall do so within 5 working days.

Please note that, without this information, we would be unable to contact you should we need to inform you of a change to your appointment in the event that your osteopath is unavailable to see you, or we would be unable to send an email appointment reminder. If you choose not to receive an appointment email reminder, and you miss your appointment, you will be charged the full fee, for the missed appointment.

We may also use your personal details to contact you (by post, email or text) with information, such as newsletters, that you may find of interest regarding our services or of a general healthcare matter, or with requests for feedback. We would seek your consent prior to doing so, and you may subsequently withdraw your consent if you wish – simply let us know, and we shall stop doing so within 5 working days.

Your Medical Records

We are legally required to record essential clinical information that we take from you during your initial consultation and each subsequent appointment to enable us to make an accurate diagnosis of your problem(s) and to formulate an appropriate treatment and management plan.

These records are held on paper, not in electronic form, and you may request a copy at any time. We aim to provide you with a copy within 5 working days of your request, and will always comply with the statutory maximum of 30 days. There is no charge for a copy of these records.

Your medical records, and any correspondence such as referral letters and reports based on their contents, are not shared with or passed on to any 3rd party, with the exception of: other healthcare professionals such as your GP or consultant; another osteopath in the event you relocate; if ownership of this practice passes to another osteopath; your insurance company or legal representatives in the case of a medico-legal investigation. We would not do so without your consent.

We store copies of any medical correspondence in paper form and stored in a locked filing cabinet, accessible only to osteopaths at the Coombe House Osteopathic Clinic.

Statutory minimum storage times for medical records and associated correspondence are 8 years after the date of the last appointment or 25 years of age if under 18 at the time of the last treatment.

Data Processing

We store your name, address, date of birth, and (when provided) your email address and contact telephone numbers in a clinical audit database, along with information regarding your presenting complaint including diagnosis, duration and severity of symptoms, and response to treatment. The database is password protected and held on a secure server, accessible only to osteopaths at Coombe House Osteopathic Clinic.

The clinical audit information is used to measure the effectiveness of our treatment and for research purposes. The database is NOT shared with or passed on to any 3rd party and the data processing does NOT make use of any identifying data (name, address, email or phone numbers).

Therefore, it is NOT possible to identify any patients from audit results or research outcomes that are made public via our website.

We would seek your consent prior to including your information in the clinical audit database, and you may subsequently withdraw your consent if you wish – simply let us know, and we shall remove your details within 5 working days.

We store information in the clinical database for same duration as your medical records.

Where Shall I Send Your Guide?

INSTANT ACCESS

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