3 Overtons Yard
Croydon
Surrey
CR0 1SL
tel: 020 8681 4951
Our Cancellation Policy
We do our best to accommodate any last minute emergency appointments, but we are not able to do this if someone fails to show and does not let us know.
Therefore in respect of all our patients who may want or need an appointment, and our Practitioners (who do not receive payment if a patient does not arrive) we operate a strict 24-hour cancellation policy.
Any treatments cancelled or rescheduled within 24 hours of the start of your appointment, will be charged at 50% of the full treatment price. While clients that fail to arrive for treatment without cancellation will be charged the full amount.
For all new bookings a deposit will be required to secure your booking.
The clinic reserves the right to take payment in advance for treatments, for patients that are not able to adhere to our cancellation policy and repeated non adherence may result in the clinic unable to take any future bookings from a patient.
Our Clinic Policies
• If it is your first appointment with us, then a deposit of 50% (minimum) of the treatment price, will be taken at the time of booking to secure your appointment.
• All treatments are subject to availability and prices
• Osteopathic treatment times are indicative as we provide the optimal treatment tailored to you within the time allowed i.e. for a 30 minute follow up appointment, hands on treatment may range from 5 minutes to 25 minutes, with the average being 20 minutes.
• All Other Treatment times quoted allow for consultation, appropriate examination and preparation including time for you to change.
• Treatments, Prices and Times may change without prior notice.
• Late arrivals will result in your treatment time being reduced or rescheduled, while full payment will still be required.
• Gift Vouchers are valid for 6months from the date purchased.
• Gift Vouchers bought on promotion can only be used against full price individual treatments.
• A deposit of 50% will be required on all bookings over 60mins, if two therapists are booked, or on packages.
Privacy Policy
Scope
This document refers to personal data, which is defined as information concerning any living person (a natural person who hereafter will be called the Data Subject) that is not already in the public domain.
The General Data Protection Regulation (GDPR) which is EU wide and far more extensive than its predecessor the Data Protection Act, along with the Privacy and Electronic Communications Regulations (PECR), seek to protect and enhance the rights of EU data subjects. These rights cover the safeguarding of personal data, protection against the unlawful processing of personal data and the unrestricted movement of personal data within the EU and its storage within the EEA.
1 – The Wellness Therapy Centre, based at 3 Overtons Yard, Croydon, CR0 1SL which hereafter for the purposes of this Privacy Notice will be referred to as WTC, is pleased to provide the following information:
2 - Who we are
The WTC includes ARC Osteopathy (ARC) and Surrey Beauty Therapy (SBT). The WTC offers a range of complimentary health treatments including Acupuncture, Massage and Reflexology. SBT provides a range of Beauty treatments, while ARC offers Osteopathy and Sports Massage. The Osteopaths at ARC diagnose and treat health conditions. Treatments are carried out in accordance with the Institute of Osteopathy’s patient charter http://www.iosteopathy.org/osteopathy/the-patient-charter/. Furthermore external practitioners do operate from The WTC and provide other treatments, about which our staff will be pleased to provide more details. The external practitioners have no access to our systems, files or documents and therefore no access to your personal details or medical records and no information will ever be shared with them. The external practitioners are not included in this privacy policy and will subsequently have their own privacy policy.
3 - Personal Data
a) For the purposes of providing treatment, The WTC, ARC or SBT may require detailed medical information. We will only collect what is relevant and necessary for your treatment. When you visit our centre, we will make notes which may include details concerning your medication, treatment and other issues affecting your health. This data is always held securely, is not shared with anyone not involved in your treatment, although for data storage purposes it may be handled by pre-vetted staff who have all signed an integrity and confidentiality agreement. To be able to process your personal data it is a condition of any treatment that you give your explicit consent to allow The WTC, ARC or SBT to document and process your personal medical data. Contact details provided by you such as telephone numbers, email addresses, postal addresses may be used to remind you of future appointments and provide reports or other information concerning your treatment.
b) For Training Purposes, ARC may use your medical details (which will be anonymised) for training of associate osteopaths who work at the clinic. This information will remain confidential and will not be used outside of the clinic environment.
c) For Audit purposes the WTC and ARC may undertake an anonymised patient audit. Your information will remain confidential and no individual information will be disclosed or shared with any other parties, but the overall results may be published for marketing purposes
d) For marketing purposes, The WTC, ARC or SBT may also use the contact details provided by you to respond to your enquiries, including making telephone contact and emailing information to you which the centre believes may be of interest to you.
e) In making initial contact with the centre you consent to The WTC (including ARC and SBT) maintaining a marketing dialogue with you until you either opt out (which you can do at any time) or we decide to desist in promoting our services. The WTC (including ARC and SBT) may occasionally also act on behalf of its patients in the capacity of data processor, when we may promote other practitioners based at our premises, who may not be employed by us. The WTC (including ARC and SBT) do not broker your data and you can ask to be removed from our marketing database by emailing or phoning the centre using the contact details provided at the end of this Privacy Notice.
f) Some basic personal data may be collected about you from the forms and review you complete, from records of our correspondence and phone calls and details of your visits to our website, including but not limited to, personally identifying information like Internet Protocol (IP) addresses.
g) The WTC, ARC and SBT Social Media channels (including websites) uses cookies, which is a string of information that a website stores on a visitor’s computer, and that the visitor’s browser provides to the website each time the visitor returns. Cookies help The WTC, ARC and SBT to identify and track visitors and their website access preferences. Visitors who do not wish to have cookies placed on their computers should set their browsers to refuse cookies before using our websites.
h) The WTC, ARC and SBT will only collect the information needed so that we can provide you with the services you require, the business does not sell or broker your data.
4 - Legal basis for processing any personal data
To meet our contractual obligations obtained from explicit Patient Consent and legitimate interest to respond to enquiries concerning the services provided.
5 - Legitimate interests pursued by The WTC, ARC and SBT
To promote treatments for patients with all types of health problems indicated for health care and the provision of Complimentary Health and beauty treatments.
6 – Consent
Through agreeing to this privacy notice you are consenting to The WTC, and ARC and SBT (depending on who you have your treatment with) processing your personal data for the purposes outlined. You can withdraw consent at any time by using the postal, email address or telephone number provided at the end of this Privacy Notice.
7 – Disclosure
The WTC, ARC and SBT will keep your personal information safe and secure, only staff engaged in providing your treatment and our admin team will have access to your patient records and your contact details so that they can make appointments and manage your account. The WTC, ARC and SBT will not disclose your Personal Information unless compelled to, in order to meet legal obligations, regulations or valid governmental requests. The practice may also enforce its Terms and Conditions, including investigating potential violations of its Terms and Conditions to detect, prevent or mitigate fraud or security or technical issues; or to protect against imminent harm to the rights, property or safety of its staff.
8 - Retention Policy
The WTC, ARC and SBT will process personal data during the duration of any treatment and will continue to store only the personal data needed for eight years after the contract has expired to meet any legal obligations. After eight years all personal data will be deleted, unless basic information needs to be retained by us to meet our future obligations to you, such as erasure details. Records concerning minors who have received treatment will be retained until the child has reached the age of 25.
9 - Data storage
All Data collected at the WTC is held within the EEA.
10 – CCTV
We use CCTV internally for the protection of our staff, practitioners and patients and for prevention of crime. Data is held for the period of one month and can only be viewed, by the Data Controller of the WTC, who will only access recordings if there has been a report of any of the above or complaints made about patients or staff.
11 - Your rights as a data subject
At any point whilst the WTC, ARC and SBT are in possession of, or processing your personal data, all data subjects have the following rights:
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Right of access – you have the right to request a copy of the information that we hold about you.
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Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.
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Right to be forgotten – in certain circumstances you can ask for the data we hold about you to be erased from our records.
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Right to restriction of processing – where certain conditions apply you have a right to restrict the processing.
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Right of portability – you have the right to have the data we hold about you transferred to another organisation.
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Right to object – you have the right to object to certain types of processing such as direct marketing.
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Right to object to automated processing, including profiling – you also have the right not to be subject to the legal effects of automated processing or profiling.
In the event that The WTC, ARC or SBT refuses your request under rights of access, we will provide you with a reason as to why, which you have the right to legally challenge. At your request the WTC, ARC or SBT can confirm what information it holds about you and how it is processed.
12 - You can request the following information:
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Identity and the contact details of the person or organisation that has determined how and why to process your data.
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Contact details of the data protection officer, where applicable.
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The purpose of the processing as well as the legal basis for processing.
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If the processing is based on the legitimate interests of the Practitioners, Beauty Therapists and /or Osteopaths and information about these interests.
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The categories of personal data collected, stored and processed.
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Recipient(s) or categories of recipients that the data is/will be disclosed to.
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How long the data will be stored.
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Details of your rights to correct, erasure, restrict or object to such processing.
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Information about your right to withdraw consent at any time.
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How to lodge a complaint with the supervisory authority (ICO).
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Whether the provision of personal data is a statutory or contractual requirement, or a requirement necessary to enter into a contract, as well as whether you are obliged to provide the personal data and the possible consequences of failing to provide such data.
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The source of personal data if it wasn’t collected directly from you.
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Any details and information of automated decision making, such as profiling, and any meaningful information about the logic involved, as well as the significance and expected consequences of such processing.
13 - To access what personal data is held, identification will be required
WTC will accept the following forms of identification (ID) when information on your personal data is requested: a copy of your driving licence, passport, birth certificate and a utility bill not older than three months. A minimum of one piece of photographic ID listed above and a supporting document is required. If WTC is dissatisfied with the quality, further information may be sought before personal data can be released. All requests should be made to info@wellnesscroydon.co.uk or by phoning +44 (0) 20 8681 4951 or writing to us at the address further below.
14 - Complaints
In the event that you wish to make a complaint about how your personal data is being processed by WTC you have the right to complain to us. If you do not get a response within 30 days, you can complain to the ICO.
The details for each of these contacts are:
For The Wellness Therapy Centre and ARC Osteopathy at Croydon For Surrey Beauty Therapy
Alan Rowe at The Wellness Therapy Centre Kelly Stone at The Wellness Therapy Centre
3 Overtons Yard, Croydon, Surrey, CR0 1SL 3 Overtons Yard, Croydon, Surrey, CR0 1SL
Telephone +44 (0) 20 8681 4951 or Telephone +44 (0) 20 8681 4951 or
email info@wellnesscroydon.co.uk or email info@wellnesscroydon.co.uk
ICO
Wycliffe House, Water Lane, Wilmslow, SK9 5AF
Telephone +44 (0) 303 123 1113 or email: https://ico.org.uk/global/contact-us/email/
Complaints Policy
All the practitioners that operate from within The Wellness Therapy Centre aim to provide a high-quality service that meets your needs. We all believe we are achieving this, but if there is something we’re not getting right, please let us know.
To ensure the practitioners and the services they provide to you remain of the highest standard and quality, there is a procedure in place that all practitioners will follow. This will allow you to let them know if, for any reason, you are unhappy or unsatisfied with their services, or with any staff at the centre. The full procedure can be found under: How to complain to us. If your complaint relates to Osteopathy, then please visit https://www.arcosteopathy.co.uk/our-policies/ to view their complaint policy.
At The Wellness Therapy Centre, you can expect to be treated with courtesy, respect and fairness at all times. We expect you will also treat our staff and the practitioners that operate from teh centre (including those dealing with your complaint) in the same way.
Confidentiality:
Your complaint will be treated in confidence in accordance with all current GDPR regulations, subject to the need to disclose information required by authorities and/or as a result of legal obligations.
Complaint details, actions and outcomes will be recorded and used for service improvement. Practitioners (and the centre, if involved) may collate anonymous data from complaints (as well as compliments and suggestions) to help understand the types of issue occurring and how well we are doing to resolve them. We all value your feedback in order to do better in the future, become more customer focused, act fairly, and seek continuous improvement.
All our Practitioners are registered with a registered with a professional body (except the Beauty therapists from Surrey Beauty Therapy) and some are regulated by a statutory regulator and as such are bound by the regulatotrs safety and quality in practice and therefore follow their standards of professionalism.
Our promise to you is that we shall:
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Treat your complaint seriously
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Work to resolve your complaint promptly and in confidence
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Learn lessons and use them to review and where appropriate improve our service.
How to complain to us:
If you wish to make a complaint about a service or a practitioner ot staff member you can do so via phone, email or letter or in person.
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If you are unhappy about the service of a practitioner, please in the first instance contact the practitioner directly. If you are not comfortable doing that or it relates to a receptionist or another practtioner, or you are unhappy with their response, then please contact the Clinic Principal Alan, who will forward your complaint to the practitoner and request that they respond directly to you. If it relates to a receptionist then the clinic manager will investigate.
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You can do so at the clinic, or by calling 020 8681 4951 in confidence, or
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If you wish to write, you can email info@wellnesscroydon.co.uk using the subject line complaint.
If you complaint is about the clinic itself (rather than your direct dealings with a practitioner), then do contact the clinic manager directly by email, phone or in person.
Our promise to you is that the practitioner (or the clinic manager in respect of a receptionist) shall:
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Treat your complaint seriously
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Work to resolve your complaint promptly and in confidence
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Learn lessons and use them to review and where appropriate improve our service.
How you will be responded to:
All complaints, via phone, email or post, will be logged and the appropriate people made aware immediately. In any case, the aim will be to respond to your complaint within 5 working days.
The aim is to fully investigate your complaint and in doing so to give you a full reply and initial remedy within 10 working days.
Due to the nature of individual complaints, if this is not possible, an interim response will be made informing you of the action and investigation being undertaken.
Remedies:
When we get things wrong the practitoner (or in respect of a receptionist the clinic manager) will:
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Fully investigate matters to find out what happened or what went wrong
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Ensure you receive an explanation of what went wrong, how and why
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If appropriate accept responsibility and apologise
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Reach an amicable solution
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Then put things right, by making appropriate changes that may include:
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Providing the service required in the first instance (as soon as appropriate)
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Updating procedures and/or policies
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Training/retraining.
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Provide compensation
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Learn lessons from mistakes and if required make amendments to policy and practices to make sure this doesn’t happen again
If you are still unsatisfied:
If your concern is not resolved by the practitioner, then you can contact an independent individual at the professional association of the practitioner, or the clinic manager, who may offer to mediate, without accepting responsibility.
Further still, if you are still concerned about safety and wish to investigate a formal complaint, you can contact the Regulatory body of the practitioner if they have one or with their professional body.
Please note that the clinic does not take direct responsibility for the actions of a self employed practitioner using the clinic space, while providing their service to you. However, we do have high expectations of professionalism, that if after investigation, the practtioner has been found to not be upholding, then we reserve the right to take appropriate action.