Privacy notice

This notice describes what Cryo Recovery Suite records about you, why we hold it, who inside the clinic can see it, how long we keep it and what you can ask us to do with it. It covers this website and the clinic. It is written to be read, not to be got past.

Who is responsible

Cryo Recovery Suite, 118–120 Long Lane, Halesowen B62 9EF, is the data controller. The practitioner responsible for clinical records is Mark Barber, an Operating Department Practitioner registered with the Health and Care Professions Council (ODP39720).

To ask anything about your information, telephone 07557 077699 or write to us at the address above.

What we record

To contact you and arrange appointments

Your name, telephone number, email address and age. Your appointments — when they are, what kind, whether you attended, and anything you tell us when you move or cancel one.

About your health

The answers you give to our screening and progress questions — where it hurts, how long for, whether it has been diagnosed, what you are taking, and the conditions that mean cold therapy may not be safe for you. The practitioner’s notes about your assessment, your treatment and how you responded to it.

This is health information, which the law treats as a special category and holds to a higher standard. We ask for it because we cannot treat you safely without it, and we do not ask for more of it than that.

About money

What you were charged, what you paid and when. We do not hold card numbers. Card details are handled by the payment provider and never reach this system.

To keep your account secure

There are no passwords on this site. You sign in through a single-use link sent to your own email address, which expires. We keep a record of sign-in requests to stop the form being abused — and in that record your email address and network address are stored only as one-way hashes, so the log itself cannot be read back to find out who asked.

Why we are allowed to hold it

For appointments, payments and running your account, our basis is that we need it to provide the service you have asked for. Before you are a client — when you enquire or ask for a call back — it is our legitimate interest in answering you, and you can ask us to delete an enquiry that came to nothing.

For health information, our condition is the provision of health care by a professional bound by a duty of confidence — UK GDPR Article 9(2)(h). That matters to you in a practical way: it means your clinical record is not held on the strength of a tick box you could later be pressed to renew, and equally that we cannot delete parts of it on request where a practitioner is professionally obliged to keep them.

We ask you to confirm once a year that you have read this notice. That is a check that you know what we hold, not the thing that makes holding it lawful.

Who can see it

Not everyone at the clinic sees the same thing, and that is enforced by the software rather than by convention.

• Your practitioner sees your whole record.
• Reception and administrative staff see your name and your appointments so they can run the diary. They do not see why you are attending, your answers or your clinical notes.
• Whoever maintains the website can reach every screen and setting, and sees client information anonymised — the system works, the people in it are not identifiable.

Every time somebody opens your record it is logged — who, what and when. That log is not optional and cannot be turned off, because being able to say who looked at a health record is part of being allowed to keep one.

Who else is involved

The site runs on servers in the United Kingdom, managed for us by Eazi IT. Email — your sign-in links and appointment confirmations — is delivered by our email provider. Both act only on our instructions and neither uses your information for anything of their own. Your information is not sold, and it is not shared for marketing.

We would share your information outside the clinic only where we are required to by law, or where there is a serious risk to someone’s safety. If we ever needed to write to your GP or another clinician, we would ask you first.

How long we keep it

Sign-in links, portal sessions and the sign-in request log are deleted automatically thirty days after they expire.

Enquiries that do not become appointments are deleted on request, and reviewed periodically.

Clinical records are kept for the period a registered practitioner is required to keep them, counted from your last appointment, after which they are destroyed securely.

What you can ask for

You can ask for a copy of everything we hold about you, and we will provide it within one month and without charge. You can ask us to correct anything that is wrong. You can ask us to delete information, and we will — except where a practitioner is professionally required to keep it, in which case we will tell you plainly which parts those are and why. You can object to how we are using something, and you can ask for your information in a portable form.

Ask us first — it is usually quicker. If you are not satisfied with how we have handled it, you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

Cookies

When you sign in, one cookie keeps you signed in until you sign out or the session expires. It is necessary for the site to work and cannot be switched off. Anything beyond that is asked for separately, and declining changes nothing about the care you receive.

Changes to this notice

If we change anything that affects what we hold or who can see it, we will say so here and ask you to read it again the next time you sign in.