Privacy and Cookie Policy [Aug 2026]
What data do we collect?
We collect data which includes some of your personal details, in order to provide you with the best possible treatment.
When you first attend our clinics or make any appointment, we record your first and last names, date of birth, address, email address, phone number. At a consultation we record your medical history, GP contact details, and details of your presenting condition. During the consultation we record treatment notes, and recommendations and medical alerts, and any other relevant information e.g. test results that you share with us.
We may also record your marketing preferences.
How we use your data
When you provide your personal details to the clinic they are stored and processed for the following reasons: (These terms relate to the General Data Protection Regulation)
Providing services
We need to collect personal data about your health in order to provide you with the safest and highest possible standards of care. Your requesting treatment and our agreement to provide that care, constitutes a contract. You can, of course, refuse to provide the information, but if you were to do that, we would not be able to provide treatment. We have a ‘Legitimate Interest’ in collecting your personal data, because without it we couldn’t do our job effectively or safely.
Communicating with you
We also think that it’s important that we are able to contact you in order to confirm your appointments with us or update you on matters related to your medical care. This again constitutes ‘Legitimate Interest’ but this time it is your legitimate interest.
Marketing and promotions. Provided we have your consent, we may occasionally send you general health information in the form of newsletters, clinic updates, articles or advice. You may withdraw this consent at any time, by contacting us or by following the unsubscribe instructions in such communications.
We have a legal obligation to retain your records for 8 years after your most recent appointment. For children we are required to keep records for 8 years or until they reach age 25, if this is longer. After this period you can ask us to delete your records if you wish. Otherwise, we will retain your records indefinitely in order that we can provide you with the best possible care should you need to see us at some future date.
How do we store your records?
- Electronically (“in the cloud”) using specialist medical records service – Cliniko.
- Access to this data is password protected and the passwords are changed regularly.
- Specialist exercise prescription service Rehab My Patient can access your name, date of birth (dob) and email address, this system transfers your programme details into Cliniko
- AI booking service – Booked Solid which is designed to integrate seamlessly with Cliniko, only your name, dob, contact details and appointment history are accessible to this system. All data is end to end encrypted, transferred to Cliniko and recordings are not retained.
- AI clinic notes Clinic Notes AI – all data is end to end encrypted, transferred to Cliniko and recordings are not retained.
- Access to this data is password protected, and the passwords are changed regularly.
- These providers have given us their assurances that they are fully compliant with the General Data Protection Regulations.
- We no longer retain paper records.
We will never share your data with anyone who does not need access without your written consent. Only the following people/agencies will have routine access to your data:
- The medical records service who store and process our files
- Your practitioner(s) in order that they can provide you with treatment
- Our booking service are able to see your name, address, date of birth phone number and email, in order to accurately identify you on our system and make or cancel an appointment for you.
- We also use Mailchimp to coordinate our messages, so your name and email address may be saved on their server.
From time to time, we may have to employ consultants to perform tasks which might give them access to your personal data (but not your medical notes). We will ensure that they are fully aware that they must treat that information as confidential, and we will ensure that they sign a non-disclosure agreement.
You have the right to see what personal data of yours we hold, and you can ask us to correct any factual errors. Provided the legal minimum period has elapsed (see above), you can also ask us to erase your records. Please email osteo@kirstiecousins.com if you would like to see your records.
We want you to be absolutely confident that we are treating your personal data responsibly, and that we are doing everything we can to make sure that the only people who can access that data have a genuine need to do so.
Of course, if you feel that we are mishandling your personal data in some way, you have the right to complain. Complaints need to be sent to what is referred to in the as the “Data Controller”. Here are the details you need for that:
Kirstie Cousins osteo@kirstiecousins.com
29 Queens Road,
London,
E11 1BA
If you are not satisfied with the response, then you have the right to raise the matter with the Information Commissioner’s Office.
Telehealth
We are offering secure encrypted telehealth video appointments via Cliniko (our patient record and diary management system) and doxy.me. These systems are secure, approved for medical use and do not allow us to record the interaction. We are doing everything possible from our side to protect your privacy. We will ensure that we are alone and unable to be overheard during your consultation. Please ensure that you are happy with your own situation during your consultation.
Cookie Policy
This website uses cookies and similar technologies to help it function correctly, understand how visitors use the site and improve the experience we provide.
What are cookies?
Cookies are small text files that are placed on your computer, tablet or mobile device when you visit a website. They can be used to remember your preferences, enable website functionality and provide information about how a website is being used.
Cookies we use
We may use the following types of cookies:
Essential cookies
These cookies are necessary for the website to function correctly and cannot normally be disabled. They may be used for functions such as website security, remembering your cookie preferences and providing services that you request.
Analytics cookies
We use Google Analytics to help us understand how visitors use our website, for example which pages are visited and how visitors navigate through the site. This information helps us understand and improve the performance and content of the website.
Analytics cookies will only be used where you have given your consent.
Third-party services
Some parts of our website use or link to services provided by third parties. These may include Cliniko for online appointment booking and Google services such as maps.
When you interact with an embedded third-party service or follow a link to another website, that provider may use its own cookies or similar technologies. Their use of cookies and personal information is governed by their own privacy and cookie policies.
Managing your cookie preferences
Most web browsers allow you to control cookies through their settings. You can choose to block or delete cookies, prevent certain websites from setting cookies, or configure your browser to notify you when a cookie is being set.
The method for managing cookies varies between browsers and devices. Please refer to the help or settings section of your browser for instructions on how to view, delete or block cookies.
You can also use private or incognito browsing modes, which may limit how cookies and other browsing information are stored on your device.
Please be aware that disabling certain cookies may affect the functionality or performance of some websites and online services.
Changes to this policy
We may update this Policy from time to time, for example if we change the services or technologies used on the website. The date at the top of this page will show when it was last updated.
Further information
If you have any questions about our Privacy Policy or use of cookies, please contact us using the details provided on our website.