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Privacy Policy- Our Osteo

Our Osteo customer privacy notice

This privacy notice tells you what to expect us to do with your personal information.

Contact details

Telephone: 07418392220

Email: mellissa@ourosteo.co.uk

What information do we collect, use, and why

We collect or use the following information to provide patient care, services, pharmaceutical products and other goods:

  • Name, address and contact details
  • Gender
  • Pronoun preferences
  • Date of birth
  • Next of Kin details, including any support networks
  • Emergency contact details
  • Photographs
  • Health information (including medical conditions, allergies, medical requirements and medical history)
  • Information about care needs (including disabilities, home conditions, medication and dietary requirements and general care provisions)
  • Test results (including psychological evaluations, scans, bloods, x-rays, tissue tests and genetic tests)
  • Payment details (including card or bank information for transfers and direct debits)

We also collect the following special category information to provide patient care, services, pharmaceutical products and other goods. This information is subject to additional protection due to its sensitive nature:

  • Health information

We collect or use the following information for safeguarding or public protection reasons:

  • Name, address and contact details
  • Emergency contact details
  • Health information (including medical conditions, allergies, medical requirements and medical history)
  • Test results (including psychological evaluations, scans, bloods, x-rays, tissue tests and genetic tests)

We also collect the following special category information for safeguarding or public protection reasons. This information is subject to additional protection due to its sensitive nature:

  • Health information

We collect or use the following personal information for patient app or portal functionality:

  • Names and contact details
  • Addresses
  • Medical history
  • Marketing preferences

We also collect the following special category information for patient app or portal functionality. This information is subject to additional protection due to its sensitive nature:

  • Health information

We collect or use the following personal information to comply with legal requirements:

  • Name
  • Contact information
  • Health and safety information
  • Safeguarding information

We collect or use the following personal information for information updates, marketing or market research purposes:

  • Names and contact details
  • Addresses
  • Marketing preferences
  • Website and app user journey information
  • Personal information used for the administration of the research
  • Records of consent, where appropriate

We also collect the following special category information for information updates, marketing or market research purposes. This information is subject to additional protection due to its sensitive nature:

  • Racial or ethnic origin
  • Genetic information
  • Health information

We collect or use the following personal information for dealing with queries, complaints or claims:

  • Names and contact details
  • Addresses
  • Video recordings of public areas
  • Audio recordings of public areas
  • Customer or client accounts and records
  • Information relating to health and safety (including incident investigation details and reports, and accident book records)
  • Correspondence

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights, which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide patient care, services, pharmaceutical products and other goods are:

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for safeguarding or public protection reasons are:

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.

Our lawful bases for collecting or using personal information for patient app or portal functionality are:

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Our lawful bases for collecting or using personal information to comply with legal requirements are:

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Our lawful bases for collecting or using personal information for information updates, marketing or market research purposes are:

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Where do we get personal information from

  • Directly from you
  • Family members or carers
  • Other health and care providers
  • GP, Medical tests such as diagnostic tools.

How long do we keep information

Record Retention Policy

In accordance with Osteopathic Practice Standard D5(3), patient records are retained for a minimum of eight years from the date of the last consultation.

For child patients, records must be retained until the patient’s 25th birthday, even if this exceeds the standard eight-year period.

Who we share information with

Others we share personal information with

  • Other health providers (eg GPs and consultants)
  • Insurance companies, brokers and other intermediaries
  • Emergency services
  • Organisations we’re legally obliged to share personal information with

Your personal information will be shared with the above organisations, and you will be notified.

Duty of confidentiality

We are subject to a common law duty of confidentiality. However, there are circumstances where we will share relevant health and care information. These are where:

  • You’ve provided us with your consent (we have taken it as implied to provide you with care, or you have given it explicitly for other uses);
  • We have a legal requirement (including court orders) to collect, share or use the data;
  • On a case-by-case basis, the public interest to collect, share and use the data overrides the public interest served by protecting the duty of confidentiality (for example, sharing information with the police to support the detection or prevention of serious crime);
  • If in England or Wales, the requirements of The Health Service (Control of Patient Information) Regulations 2002 are satisfied; or
  • If in Scotland, we have the authority to share provided by the Chief Medical Officer for Scotland, the Chief Executive of NHS Scotland, the Public Benefit and Privacy Panel for Health and Social Care or other similar governance and scrutiny processes.

How to complain

If you have any concerns about our use of your data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Reviewed 23/06/2025