Policies, privacy and complaints

Cancellation and missed appointments

• Cancelling or moving a visit is free with at least 24 hours' notice.
• With less than 24 hours' notice, I charge half the session fee.
• If I arrive and can't see you, I charge the full session fee.
• I'll waive these charges if you're unwell or have gone into hospital.

If I need to cancel, I'll give you as much notice as I can and we'll rearrange at no cost to you.

Prices and payment

An initial assessment costs £80 and a follow-up session £70. Each lasts about an hour and takes place in your home. I'll invoice you after each visit, and payment is due by bank transfer within 7 days.

Privacy notice

Dowdeswell Physio is run by Emma as a sole trader. Emma is responsible for the personal information described here.

What I collect and why

• When you get in touch: your name, contact details, postcode and a short note about why you're contacting me, so I can reply and arrange a visit.
• If I treat you: your health information, GP details and an emergency contact, so I can treat you safely and keep the clinical records that physiotherapists are required to keep.

I use your information to provide your care, under data protection law's provisions for health care. I don't use it for marketing, and I never sell it.

Who sees it

Only me. With your consent, I may send a summary to your GP or another health professional involved in your care. I'll only share information without your consent if the law requires it or someone is at serious risk.

How long I keep it

Clinical records are kept for 8 years after your last treatment, in line with professional guidance, then securely destroyed. If you get in touch but don't go on to have treatment, I delete your details within 12 months.

This website

This website doesn't use cookies, tracking or analytics. Our hosting provider, Cloudflare, processes basic technical information such as IP addresses to deliver the site and protect it from attack.

Your rights

You can ask for a copy of the information I hold about you, ask me to correct it, or ask me to delete it where I'm not required to keep it. Email emma@dowdeswellphysio.co.uk. If you're unhappy with how I've handled your information, you can complain to the Information Commissioner's Office at ico.org.uk.

Complaints

If you're unhappy with any part of your care, please tell me. Most problems can be sorted out with a conversation.

• Email emma@dowdeswellphysio.co.uk or tell me at your next visit.
• I'll acknowledge your complaint within 3 working days and send you a full written reply within 20 working days.
• If you're still not satisfied, or you have concerns about my fitness to practise, you can contact the Health and Care Professions Council.

Infection control

I follow national infection prevention and control guidance at every visit:

• I clean my hands before and after every visit.
• I clean my treatment couch and equipment before and after each use, and use fresh disposable covers.
• I wear gloves, aprons or masks where they're needed.
• Exercise bands are for one person only, so you keep yours.
• If you, or anyone in your home, are unwell with an infection, please let me know before the visit and we'll rearrange. I'll do the same if I'm unwell.