Privacy Policy
Wye Valley Chiropractic Clinic Limited is registered with the Information Commissioner's Office (ICO) and complies with the guidelines set out by the General Chiropractic Council (GCC), UK General Data Protection Regulation (GDPR) and the Data Protection Act 2018.
When you become a patient at the Wye Valley Chiropractic Clinic, we have a 'Legitimate Interest' to collect and retain personal information about you (name, address, medical history, GP, etc). This data is held solely for the purpose of providing safe and effective care, and to enable us to contact you to confirm appointments, or to update you on matters related to your care. Your data is not used for marketing or any other purpose. Your request for care and our agreement to provide that care constitutes what the law calls a 'Contract'. Elisabeth Angier, is the 'Data Controller' and is responsible for the accuracy and safe-keeping of data.
Any information about you is held securely, and appropriate safeguards are in place to prevent accidental loss, or access without consent, and no records are kept longer than legally necessary. Only the chiropractor and our reception staff will have regular access to your records to enable them to do their jobs. Please help us to keep your records up to date by informing the clinic of any changes.
All electronic records are stored on an ultra-secure, end-to-end encrypted remote server, and access is password protected. Any paper records are scanned, then securely shredded. We use on online, remote practice management software system called 'Jane App' to store and access your health records and data. We also use 'Care Response' to monitor your response to care, and limited information will be securely stored on their server. We prefer card payments, but we do not retain nor store any personal payment details. We ensure that all external agencies are compliant with UK GDPR. We will never provide your personal data to third parties for their marketing purposes.
On occasion, it may be necessary to liaise with other healthcare professionals regarding your care, but we will discuss this with you first and seek separate consent giving your permission to write to your GP or another healthcare professional.
In almost all circumstances you will be required to give your consent before information is released – such as the reports for insurance, solicitors, GP letters etc. In exceptionally rare circumstances we may be required by law to release your records, for example if a court order is presented, or there is an imminent risk to the life of yourself or others.
We have a legal obligation to retain your records for 8 years after your most recent visit (or aged 25, if this is longer). If you wish, we will delete your records after this period, otherwise your records will be retained indefinitely in case you wish to see us again at some point in the future, or if you wish us to transfer your records to someone else. You have a right to access your records held at the clinic, and may ask us to correct any factual errors.
We want you to be confident in our handling of your personal data, and that we are doing everything to ensure that we only retain what is required, and that only the people who access your data have a genuine need to do so. However, if you are concerned in any way, you have a right to complain - please contact Elisabeth Angier at the Wye Valley Chiropractic Clinic, 18 Gloucester Road, Ross on Wye, HR9 5BU [email protected]
When you become a patient at the Wye Valley Chiropractic Clinic, we have a 'Legitimate Interest' to collect and retain personal information about you (name, address, medical history, GP, etc). This data is held solely for the purpose of providing safe and effective care, and to enable us to contact you to confirm appointments, or to update you on matters related to your care. Your data is not used for marketing or any other purpose. Your request for care and our agreement to provide that care constitutes what the law calls a 'Contract'. Elisabeth Angier, is the 'Data Controller' and is responsible for the accuracy and safe-keeping of data.
Any information about you is held securely, and appropriate safeguards are in place to prevent accidental loss, or access without consent, and no records are kept longer than legally necessary. Only the chiropractor and our reception staff will have regular access to your records to enable them to do their jobs. Please help us to keep your records up to date by informing the clinic of any changes.
All electronic records are stored on an ultra-secure, end-to-end encrypted remote server, and access is password protected. Any paper records are scanned, then securely shredded. We use on online, remote practice management software system called 'Jane App' to store and access your health records and data. We also use 'Care Response' to monitor your response to care, and limited information will be securely stored on their server. We prefer card payments, but we do not retain nor store any personal payment details. We ensure that all external agencies are compliant with UK GDPR. We will never provide your personal data to third parties for their marketing purposes.
On occasion, it may be necessary to liaise with other healthcare professionals regarding your care, but we will discuss this with you first and seek separate consent giving your permission to write to your GP or another healthcare professional.
In almost all circumstances you will be required to give your consent before information is released – such as the reports for insurance, solicitors, GP letters etc. In exceptionally rare circumstances we may be required by law to release your records, for example if a court order is presented, or there is an imminent risk to the life of yourself or others.
We have a legal obligation to retain your records for 8 years after your most recent visit (or aged 25, if this is longer). If you wish, we will delete your records after this period, otherwise your records will be retained indefinitely in case you wish to see us again at some point in the future, or if you wish us to transfer your records to someone else. You have a right to access your records held at the clinic, and may ask us to correct any factual errors.
We want you to be confident in our handling of your personal data, and that we are doing everything to ensure that we only retain what is required, and that only the people who access your data have a genuine need to do so. However, if you are concerned in any way, you have a right to complain - please contact Elisabeth Angier at the Wye Valley Chiropractic Clinic, 18 Gloucester Road, Ross on Wye, HR9 5BU [email protected]
Complaints Policy
At Wye Valley Chiropractic Clinic, we are dedicated to providing high-quality chiropractic care in a professional, patient-centred environment. We believe that patient feedback is essential to improving our services and maintaining the highest standards of practice. This policy sets out the procedure for addressing and resolving complaints in a transparent and fair manner.
This policy applies to all patients, caregivers, and visitors who wish to raise concerns about the services provided by Wye Valley Chiropractic Clinic. It covers complaints related to any aspect of the clinic’s operations, including:
A complaint is defined as any expression of dissatisfaction or concern about the chiropractic care or services you have received at Wye Valley Chiropractic Clinic. Complaints may relate to:
We encourage patients to raise concerns as soon as possible. Complaints can be made in the following ways:
When making a complaint, please provide as much information as possible, including:
Once we receive your complaint, we will acknowledge it promptly, within 7 business days. The following steps will then be taken:
The GCC will review your complaint to ensure that we are meeting the required professional standards. Please note that the GCC cannot intervene in matters related to personal grievances or contractual disputes, but they will review complaints concerning professional conduct or care.
We aim to resolve all complaints as quickly as possible. For most complaints, we expect to resolve the issue within [X] business days. However, if the issue is more complex, the process may take longer. We will keep you informed about the status of your complaint and provide updates on our progress.
All complaints will be handled with strict confidentiality. Your personal details and the content of the complaint will only be shared with those involved in investigating and resolving the issue. We will comply with data protection regulations, ensuring that all information is treated with the highest level of care.
We welcome feedback from all patients, whether positive or negative. All complaints are used as an opportunity to improve the services we provide. We will periodically review complaints to identify any recurring issues and address them proactively.
If you have any questions about this Complaints Policy or need assistance in submitting a complaint, please contact us at:
We value your trust in Wye Valley Chiropractic Clinic and we are committed to providing the best possible care and service to all our patients.
This policy applies to all patients, caregivers, and visitors who wish to raise concerns about the services provided by Wye Valley Chiropractic Clinic. It covers complaints related to any aspect of the clinic’s operations, including:
- Quality of care
- Staff conduct and professionalism
- Clinic environment
- Billing or administrative issues
- Wait times or appointment scheduling
- Any other issues regarding our services or practice
A complaint is defined as any expression of dissatisfaction or concern about the chiropractic care or services you have received at Wye Valley Chiropractic Clinic. Complaints may relate to:
- The quality of care or treatment
- The behaviour or professionalism of our staff
- The clinic environment or facilities
- Administrative issues (e.g., billing, appointments)
- Any other concerns relating to your experience at the clinic
We encourage patients to raise concerns as soon as possible. Complaints can be made in the following ways:
- In Person: Speak to the clinic receptionist or the chiropractor who provided your care.
- By Phone: Call the clinic at 01989 567222.
- By Email: Send your complaint to [email protected]
- In Writing: Submit your complaint to Wye Valley Chiropractic Clinic Ltd, 18 Gloucester Road, Ross on Wye, HR9 5BU, UK
When making a complaint, please provide as much information as possible, including:
- A clear description of the issue or concern
- The date and time of the incident (if applicable)
- The name of the practitioner or staff member involved (if relevant)
- Any steps you have already taken to address the issue
Once we receive your complaint, we will acknowledge it promptly, within 7 business days. The following steps will then be taken:
- Acknowledgment: We will confirm receipt of your complaint and inform you of the expected timescale for resolving it.
- Investigation: We will investigate your complaint by reviewing relevant records, interviewing staff members, and gathering all necessary information to understand the issue fully.
- Resolution: After completing the investigation, we will inform you of the outcome. If your complaint is upheld, we will outline any corrective actions we have taken to address the issue and prevent recurrence.
- Escalation: If you are not satisfied with the outcome or if we are unable to resolve the complaint to your satisfaction within 28 days, you have the right to escalate your complaint to the General Chiropractic Council (GCC). The GCC is the regulatory body for chiropractors in the UK and ensures that chiropractors adhere to professional standards of practice.
- Contacting the General Chiropractic Council (GCC): If you wish to escalate your complaint to the GCC, you can do so by visiting their website or contacting them directly:
- Website: www.gcc-uk.org
- Address: General Chiropractic Council, Park House, 186 Kennington Park Road, London, SE11 4BT, UK
- Phone: 020 7713 5155
- Email: [email protected]
- Contacting the General Chiropractic Council (GCC): If you wish to escalate your complaint to the GCC, you can do so by visiting their website or contacting them directly:
The GCC will review your complaint to ensure that we are meeting the required professional standards. Please note that the GCC cannot intervene in matters related to personal grievances or contractual disputes, but they will review complaints concerning professional conduct or care.
We aim to resolve all complaints as quickly as possible. For most complaints, we expect to resolve the issue within [X] business days. However, if the issue is more complex, the process may take longer. We will keep you informed about the status of your complaint and provide updates on our progress.
All complaints will be handled with strict confidentiality. Your personal details and the content of the complaint will only be shared with those involved in investigating and resolving the issue. We will comply with data protection regulations, ensuring that all information is treated with the highest level of care.
We welcome feedback from all patients, whether positive or negative. All complaints are used as an opportunity to improve the services we provide. We will periodically review complaints to identify any recurring issues and address them proactively.
If you have any questions about this Complaints Policy or need assistance in submitting a complaint, please contact us at:
- Phone: 01989 567222
- Email: [email protected]
- Address: Wye Valley Chiropractic Clinic Ltd, 18 Gloucester Road, Ross on Wye, HR9 5BU, UK
We value your trust in Wye Valley Chiropractic Clinic and we are committed to providing the best possible care and service to all our patients.