Zero Tolerance to Abuse

The Practice takes it very seriously if I or a member of staff is treated in an abusive or violent way.

The Practice supports the government's 'Zero Tolerance' campaign. This states that practitioners and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place. We aim to be helpful and sensitive to all patients’ individual needs and circumstances. We would also respectfully remind patients that very often we could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.  We understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.
In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

  • Using bad language or swearing at practice staff

  • Any physical violence towards any member of staff the or other patients, such as pushing or shoving
  • Verbal abuse towards the staff in any form including verbally insulting the staff
  • Racial abuse and sexual harassment will not be tolerated within this practice
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
  • Causing damage/stealing from the Practice's premises, staff or patients
We ask you to treat us courteously at all times.

Removal from the practice list

A good patient-practitioner relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.

Removing other members of the household

In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for me to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put us at risk.

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Privacy Notice - GDPR

Scope

This document refers to personal data, which is defined as information concerning any living person (a natural person who hereafter will be called the Data Subject) that is not already in the public domain.

The General Data Protection Regulation (GDPR) which is EU wide and far more extensive than its predecessor the Data Protection Act, along with the Privacy and Electronic Communications Regulations (PECR), seek to protect and enhance the rights of EU data subjects. These rights cover the safeguarding of personal data, protection against the unlawful processing of personal data and the unrestricted movement of personal data within the EU and its storage within the EEA.

1 – John Taberman-Pichler, based at Squirrels, Framfield Road, Buxted, TN22 4LE, which hereafter for the purposes of this Privacy Notice will be referred to as the Osteopath, is pleased to provide the following information:

2 - Who am I
The Osteopath diagnoses and treats health conditions. Treatments are carried out in accordance with the Institute of Osteopathy’s patient charter http://www.iosteopathy.org/osteopathy/the-patient-charter/. The practice may also provide other treatments, about which our staff will be pleased to provide more details.

3 - Personal Data
a) For the purposes of providing treatment, the Osteopath requires detailed medical information. I will only collect what is relevant and necessary for your treatment. When you visit the practice, I will make notes which may include details concerning your medication, treatment and other issues affecting your health. This data is always held securely, is not shared with anyone not involved in your treatment, although for data storage purposes it may be handled by pre-vetted staff who have all signed an integrity and confidentiality agreement. To be able to process your personal data it is a condition of any treatment that you give your explicit consent to allow the Osteopath to document and process your personal medical data. Contact details provided by you such as telephone numbers, email addresses, postal addresses may be used to remind you of future appointments and provide reports or other information concerning your treatment. As part of my obligations as a primary healthcare practitioner there may be circumstances related to your treatment, on-going care or medical diagnosis that will require the sharing of your medical records with other healthcare practitioners e.g GPs, consultants, surgeons and/or medical insurance companies. Where this is required I will always inform you first unless I am under a legal obligation to comply.
b) For marketing purposes, the Osteopath may also use the contact details provided by you to respond to your enquiries, including making telephone contact and emailing information to you which the practice believes may be of interest to you.
c) In making initial contact with the practice you consent to the Osteopath maintaining a marketing dialogue with you until you either opt out (which you can do at any time) or I decide to desist in promoting my services. The Osteopath may occasionally also act on behalf of my patients in the capacity of data processor, when I may promote other practitioners based at my premises, who may not be employed by me. The Osteopath does not broker your data and you can ask to be removed from my marketing database by emailing or phoning the practice using the contact details provided at the end of this Privacy Notice.
d) Some basic personal data may be collected about you from the marketing forms and surveys you complete, from records of my correspondence and phone calls and details of your visits to my website, including but not limited to, personally identifying information like Internet Protocol (IP) addresses.
e) The Osteopaths website uses cookies, which is a string of information that a website stores on a visitor’s computer, and that the visitor’s browser provides to the website each time the visitor returns. The website provider uses cookies to help the Osteopath to identify and track visitors and their website access preferences. The Osteopath website visitors who do not wish to have cookies placed on their computers should set their browsers to refuse cookies before using Osteopath website.
f) The Osteopath will only collect the information needed so that I can provide you with the services you require, the business does not sell or broker your data.

4 - Legal basis for processing any personal data
To meet my contractual obligations obtained from explicit Patient Consent and legitimate interest to respond to enquiries concerning the services provided.

5 - Legitimate interests pursued by the Osteopath
To promote treatments for patients with all types of health problems indicated for osteopathic care.

6 – Consent
Through agreeing to this privacy notice you are consenting to the Osteopath processing your personal data for the purposes outlined. You can withdraw consent at any time by using the postal, email address or telephone number provided at the end of this Privacy Notice.

7 – Disclosure
The Osteopath will keep your personal information safe and secure, only staff engaged in providing your treatment will have access to your patient records, although my administration team will have access to your contact details so that they can make appointments and manage your account. The Osteopath will not disclose your Personal Information unless compelled to, in order to meet legal obligations, regulations or valid governmental requests. The practice may also enforce its Terms and Conditions, including investigating potential violations of its Terms and Conditions to detect, prevent or mitigate fraud or security or technical issues; or to protect against imminent harm to the rights, property or safety of its staff.

8 - Retention Policy
The Osteopath will process personal data during the duration of any treatment and will continue to store only the personal data needed for eight years after the contract has expired to meet any legal obligations. After eight years all personal data will be deleted, unless basic information needs to be retained by me to meet my future obligations to you, such as erasure details. Records concerning minors who have received treatment will be retained until the child has reached the age of 25.

9 - Data storage
All Data is held in the United Kingdom. The Osteopath does not store personal data outside the EEA.

10 - Your rights as a data subject
At any point whilst theOsteopath is in possession of, or processing your personal data, all data subjects have the following rights:

  • Right of access – you have the right to request a copy of the information that I hold about you.
  • Right of rectification – you have a right to correct data that I hold about you that is inaccurate or incomplete.
  • Right to be forgotten – in certain circumstances you can ask for the data I hold about you to be erased from my records.
  • Right to restriction of processing – where certain conditions apply you have a right to restrict the processing.
  • Right of portability – you have the right to have the data I hold about you transferred to another organisation.
  • Right to object – you have the right to object to certain types of processing such as direct marketing.
  • Right to object to automated processing, including profiling – you also have the right not to be subject to the legal effects of automated processing or profiling.

In the event that the Osteopath refuses your request under rights of access, I will provide you with a reason as to why, which you have the right to legally challenge. At your request the Osteopath can confirm what information I holds about you and how it is processed.

11 - You can request the following information:

  • Identity and the contact details of the person or organisation (the Osteopath) that has determined how and why to process your data.
  • Contact details of the data protection officer, where applicable.
  • The purpose of the processing as well as the legal basis for processing.
  • If the processing is based on the legitimate interests of the Osteopath and information about these interests.
  • The categories of personal data collected, stored and processed.
  • Recipient(s) or categories of recipients that the data is/will be disclosed to.
  • How long the data will be stored.
  • Details of your rights to correct, erasure, restrict or object to such processing.
  • Information about your right to withdraw consent at any time.
  • How to lodge a complaint with the supervisory authority (ICO).
  • Whether the provision of personal data is a statutory or contractual requirement, or a requirement necessary to enter into a contract, as well as whether you are obliged to provide the personal data and the possible consequences of failing to provide such data.
  • The source of personal data if it wasn’t collected directly from you.
  • Any details and information of automated decision making, such as profiling, and any meaningful information about the logic involved, as well as the significance and expected consequences of such processing.

12- To access what personal data is held, identification will be required
The Osteopath will accept the following forms of identification (ID) when information on your personal data is requested: a copy of your driving licence, passport, birth certificate and a utility bill not older than three months. A minimum of one piece of photographic ID listed above and a supporting document is required. If the Osteopath is dissatisfied with the quality, further information may be sought before personal data can be released.All requests should be made to john@osteo-ak.com or by phoning +44 (0) 7881 596446 or writing to us at the address further below.

13 Complaints
In the event that you wish to make a complaint about how your personal data is being processed by the Osteopath you have the right to complain to me. If you do not get a response within 30 days, you can complain to the ICO.

The details for each of these contacts are:

John Taberman-Pichler
Squirrels, Framfield Road, Buxted, TN22 4LE Telephone +44 (0) 7881 596446 or email: john@osteo-ak.com

ICO
Wycliffe House, Water Lane, Wilmslow, SK9 5AF Telephone +44 (0) 303 123 1113 
or email: https://ico.org.uk/global/contact-us/email/