Cancellation Policy

MISSED APPOINTMENTS: Should you no longer require your appointment, please let us know with as much notice as possible. This can be via email, text or leaving a telephone message.  We charge in full for appointments that are cancelled with less than 48 hours’ notice (2 working days, Monday to Friday between the hours of 8am and 5pm) or where you have failed to attend without informing us. You will be expected to respect this decision made regarding charges. A sincere apology and respect for our time and costs incurred is always appreciated.

FEES: We pride ourselves on providing cost-effective solutions to your physical problems. Our fee structure reflects the variability of the problems and the experience, knowledge, and cost for treating these. They are not based on time spent with you, but represent the value & costs of the solutions that we provide.



Total Care Physio is committed to protecting your personal information and this privacy policy relates to our use of your personal information collected from you either in person, or via information you give us by letter, e-mail, over the telephone or our online enquiry form. ‘Personal information’ means any information that is capable of identifying you. ‘We’ means Total Care Physio.

We collect and process data because we have a legal obligation to do so and it is adequate, relevant and limited to what is necessary.

What information we collect and when

We collect and process information when you telephone the clinic to make an enquiry or appointment, when you email us, use social media or when you access our online enquiry via our website or if you visit the clinic in person.

At the point of enquiry or booking we may ask you for your name, telephone number and e-mail address.

During your appointments, at either clinic, we will ask for information regarding your general health, your previous health, and information regarding the condition you are seeing advice about. We will also ask for information regarding any activities you undertake, your employment, family and any medication you take. We will record the findings of a physical examination.

All recordings are on paper, including a paper diary for appointments.

If required, we may use our mobile phones to video gait analysis.

How we use this information.

All information is kept in a file that directly relates to your episode of care.

We use this information:

1. To provide a legal record of any treatment or advice we provide.

2. To ensure continuity of care.

3. To contact you regarding your ongoing treatment.

4. We may send exercises by e-mail. We use a third party for this service (PhysioTec based in Canada).

5. To contact you if new information or treatments become available that may be of benefit to you.

6. We may pass information with your permission to others who may be involved in your care.

7. We may use your information for quality feedback purposes.

8. We may use your information for audit purposes.

9. We do not pass on your information for commercial purposes.

10. We take all reasonable steps to ensure that our information is kept up to date and rectified if necessary. It is also your responsibility to inform us if any personal information changes.

How long do we keep personal information

Any enquiries via email that do not result in an appointment are deleted immediately and any paper records are shredded immediately. We have a legal obligation to retain records for 8 years after the conclusion of treatment. If the record relates to a child or young person, the records must be kept until the patient’s 25th birthday or 8 years after death. We may retain paper records indefinitely for use if you return for another episode of care and for analytical purposes.

Paper notes, if destroyed, will be done so by burning them at each clinic site.

Any recordings on mobile phones will be deleted at the end of that episode of care.

Paper records are stored in a lockable filing cabinet at each relevant clinic.

Notes are not transferred between clinics unless it is relevant for the client.

How we protect your information

We take organisational and technical security measures to protect the information against unauthorised disclosure or unlawful processing. Our website contains links to external sites, these sites have their own privacy policies and we are not responsible for their content, you should check their privacy policy prior to submitting any personal information.

Your rights

You are entitled to a copy of the personal information we hold about you and to have any discrepancies rectified. You can do this by written request to the address of the appropriate clinic. You will be charged for any photocopying required.

You have the right to withdraw consent to any communication methods at the end of your treatment or any time after by contacting the appropriate clinic.

Disclosure of your information

We may pass information with your permission to other medical professionals who may be involved in your care; this may include GPs, consultants, occupational health departments or other Health Care Professionals. This information may be passed on in the form of a written letter which is given to you – if this is the case, the letter becomes your responsibility and the protection of its contents is your responsibility. If the information is passed electronically by email, it will be password protected and we will take all reasonable precautions to transmit the information securely.

Otherwise, letters will be posted using Royal Mail or directly by ourselves to the appropriate GP Practice.

Changes to our privacy policy

All changes will be notified on our website.

Reviewed on Wednesday January 19th, 2022