Privacy Policy

1. Who We Are

Primus Physio is a private physiotherapy practice operated as a sole trader by Luqman Mazhar, based at Copthall House, King Street, Newcastle-under-Lyme, ST5 1EL.

Data Controller: Luqman Mazhar, trading as Primus Physio
Contact: info@primusphysio.co.uk · 07867 782786
ICO Registration Number: ZC116024

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2. What Data We Collect

When you book an appointment

Bookings are made through Cliniko, our practice management software. When you book, Cliniko collects:

• Your name, date of birth and contact details (email, phone, address)
• Health information relevant to your physiotherapy treatment
• Appointment history and clinical notes
• Insurance details where applicable (AXA Health, Bupa, WPA, Aviva, Vitality)

This data is stored securely by Cliniko in accordance with their own privacy policy and data processing agreement. Cliniko is GDPR compliant and stores data on servers within the EU/UK.

When you contact us

If you contact us by email, phone or WhatsApp, we collect your name, contact details and the content of your message in order to respond to your enquiry.

When you visit our website

We use Google Analytics to understand how visitors use our website. This collects anonymised data including pages visited, time on site and approximate location. Google Analytics uses cookies to track this information. No personally identifiable information is collected through Google Analytics.

We use Elfsight to display Google reviews on our homepage. Elfsight may set cookies when the widget loads. You can find Elfsight's privacy policy at elfsight.com.

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3. Why We Use Your Data (Legal Basis)

• Contract performance — to book and deliver your physiotherapy appointments
• Legitimate interests — to respond to enquiries, improve our service and manage our practice
• Legal obligation — to maintain clinical records as required by HCPC standards
• Vital interests — in emergency situations where your safety is at risk

Health data is special category data under GDPR. We process it under Article 9(2)(h) — for the purposes of providing healthcare treatment.

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4. How Long We Keep Your Data

• Clinical records: 8 years from last treatment date (or until age 25 for patients who were minors at time of treatment), in line with NHS and HCPC guidance
• General enquiries: 12 months from last contact
• Website analytics: 26 months (Google Analytics default)

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5. Who We Share Your Data With

We do not sell your personal data. We may share data with:

• Cliniko — our practice management and booking system
• Google — analytics data (anonymised) and reviews widget
• Elfsight — reviews display widget
• Your insurance provider — AXA Health, Bupa, WPA, Aviva or Vitality, where you have authorised us to submit claims on your behalf
• Other healthcare professionals — only with your consent, where referral or onward treatment is in your best interests
• Legal or regulatory bodies — where required by law (e.g. HCPC, ICO)

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6. Cookies

Our website uses the following cookies:

• Google Analytics cookies (_ga, _gid, _gat) — used to analyse website traffic anonymously
• Elfsight cookies — used to display the Google reviews widget on our homepage

You can control cookies through your browser settings. Disabling cookies may affect some website functionality. Most browsers allow you to refuse cookies or delete existing ones — refer to your browser's help documentation for instructions.

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7. Your Rights

Under UK GDPR you have the right to:

• Access — request a copy of the personal data we hold about you
• Rectification — ask us to correct inaccurate data
• Erasure — request deletion of your data (subject to legal retention requirements for clinical records)
• Restriction — ask us to limit how we use your data
• Portability — receive your data in a structured, machine-readable format
• Object — object to processing based on legitimate interests
• Withdraw consent — where processing is based on consent

To exercise any of these rights, contact us at info@primusphysio.co.uk. We will respond within 30 days.

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8. Data Security

We take reasonable steps to protect your personal data from unauthorised access, loss or misuse. Clinical data is stored within Cliniko's secure, encrypted platform. Email and WhatsApp communications are protected by the security measures of those platforms.

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9. Complaints

If you have a concern about how we handle your personal data, please contact us first at info@primusphysio.co.uk.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO):
ico.org.uk · 0303 123 1113

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10. Changes to This Policy

We may update this policy from time to time. The current version will always be available at primusphysio.co.uk/privacy-policy.html. The date at the top of this page shows when it was last updated.