FAQs

What changes have you made during covid-19? What are your current requirements for appointments?

Please take a look at the video on our home page to help explain the changes we have made. CLICK HERE

We are open for clinic appointments but we have some requirements to meet before booking your appointments.

Here are the requirements for the booking :

 
No signs or symptoms of a cough, fever, cold, runny nose, loss or change of smell or taste, new diarrhea or abdominal pain, any signs of feeling unwell for 14 days and no one in your house or anyone you have had contact with, with any signs or symptoms as above for 14 days. 
 
 
CLINIC PROTOCOL
 
We see one person at a time, so there is no crossing over, and we have extra time between patients to fully sanitise the room so it is safe. Your osteopath will wear a face mask and you are also to wear a face mask. Please bring this with you and please email us in advance if you do not have one as we can provide one for £2.50. 
 
You bring your own pillow and towel in a bag. A thin pillow or cushion is great. 
 
Please wash your hands when you arrive and take a seat in the usual waiting area. Please minimise personal belongings and keep your phone and keys in your bag. 
Please do not wear gloves.
 
Please only book a clinic appointment if you meet these criteria. Also if anything changes in terms of symptoms before your appointment then please contact us ASAP.
45 minute appointments are £80, 55 minute appointments are £100.
All follow up appointments are 30 minutes and £55, and this needs to be paid by bank transfer prior to the appointment as we don’t accept cash. 
 
Please do not arrive any more than a minute early for your appointment, this is to ensure that there is no crossing over. 
 
There will also be an email that comes with all bookings, which has a form to submit prior to each appointment. 
 
VIDEO/ONLINE APPOINTMENTS
We are also running video/online appointments for those who are self-isolating, or shielding. Also for all pilates and rehab appointments, and currently all baby and children’s appointments. Please email us admin@hertsosteopathy.co.uk with any further questions about this, or if you are not sure which appointment to choose.
 

 
How do I book an appointment?

We have two ways to book an appointment. You can call us on 01727 400425 within these hours: Mondays to Fridays 8am until 7pm, and Saturdays 8.30am until 5.30pm. We are closed to telephone calls on Sundays.

You can also  book through our online bookings system which you have access to 24 hours a day, 7 days a week.

All you need to do is:
CLICK HERE FOR ONLINE BOOKINGS

You will be able to see all available appointments, then choose the time that suits you best. If you haven’t been to us before, please ensure that you book for an initial appointment, after this you can book in for a standard follow up appointment.

You will receive an email which confirms your booking. You will also receive an email with all of the information on it that you will need for your appointment, including a consent form. If you could sign this electronically and email it back to us prior to your appointment, then that would be great.

You can read and also download your consent form here.

For any urgent enquiries outside of our reception hours above, please email admin@hertsosteopathy.co.uk.

How do I pay for my appointment?

Most appointments made online are now paid for at the point of booking.

Otherwise, you can pay by bank transfer prior to the appointment time, or mobile PAYM or PINGIT payments. We do not accept PAYPAL.

We are currently not accepting cash, but can accept cheques if these have been filled out prior to your arrival to Herts Osteopathy Ltd.

Payments for all pilates and classes and workshops are nonrefundable unless you can find someone to take your place.

Payments for appointments are completely refundable if cancelled more than 48 hours before your appointment time, and appointments able to be postponed again if before the 48 hours required in our cancellation policy. We ask for 48 hours notice (or more preferably) so that we can refill your spot, and this means there will be no charge. If you have to cancel we always try to fill your spot, however this is much harder if you cancel late. There will be a charge for all late cancellations, and a full charge made for same day cancellations and if you do not arrive for your appointment.

 

For any urgent enquiries outside of our reception hours above, please email admin@hertsosteopathy.co.uk.

What will be involved in my first appointment?
Your osteopath will start by asking you questions about your medical history, this will give us a detailed understanding of your presenting complaint, and what may have caused it. Then you will be asked to dress down so that we can fully assess you. Most of the time it is completely fine for this to be shorts and a vest, or leggings depending on what we need to see specifically. So please bring these with you. You will then be treated which will involve a variety of hand on techniques. We will always explain exactly what we are doing and why, and will ask your verbal consent as we go through. At the end of the appointment we will discuss with you what is going on, and how best we will manage this, along with advice on best practice until our next appointment. We will always aim to follow up with the next appointment within a week of the initial appointment where possible.
How long do the appointments last?

OSTEOPATHY: Your initial appointment will last up to 45 minutes (or 55 minutes for some specific appointments), and follow ups between 25 and 30 minutes.

PILATES: 121 with Joanna Michaelides are 55 minutes, with Jo Day are 30 minutes.

Do I need to bring anything with me?
You can bring leggings/shorts with you. If you are on a number of medications then please bring your prescription with you. If you have running trainers and/or insoles which have been prescribed, please also bring these with you. If you have had any MRIs or Xrays then please email over the reports before your appointment to admin@hertsosteopathy.co.uk

We do not have a card machine, so please can you bring cash for your appointment, or cheque. We have cash machines directly outside our building.

Do you allow children to accompany adults coming for appointments?

Due to the covid-19 restrictions we now require everyone to come alone for their appointments.

Once these restrictions are over we will be able to allow you to bring children and babies with you as we have always thought this to be very important. We are sorry we are unable to allow this at the moment, because we require everyone to come alone to reduce risk.

 

When all restrictions are lifted, and life goes back to normal again we will implement our previous guidance which is…… As parents ourselves, we appreciate how hard it can be to get childcare, so if you need to bring children along this is always fine, We have a toy box in the room. Please try to bring something to keep the child entertained where possible. If you have a buggy, it can be left downstairs in the corridor by the stairs, we do have to state that everything is left at your own risk. We also have a waiting room so older children are more than welcome to stay in here.

Do you have a cancellations policy?

Yes we do, this is 48 hours. Please can you inform us if you need to cancel or move your appointment by email admin@hertsosteopathy.co.uk or call 01727 400425. We may charge up to 100% of the appointment cost if we do not receive 48 hours notice as it often means that we cannot fill the slot.

Payments for appointments are completely refundable, and appointments able to be postponed if they are cancelled according to our cancellation policy. We ask for 48 hours notice (or more preferably) so that we can refill your spot, and this means there will be no charge. If you have to cancel we always try to fill your spot, however this is much harder if you cancel late. There will be a charge for all late cancellations, and a full charge made for same day cancellations and if you do not arrive for your appointment.

By booking your appointment slot you are committing to pay for that appointment slot as it has been reserved especially for you in the diary. 

All payments for pilates and yoga classes and workshops are nonrefundable.

Are you registered with any insurance companies?

We do not invoice health insurance companies on a patient’s behalf, except CIGNA (and this is once the excess has been paid if applicable). So if you are coming through CIGNA we require your membership number and claim number, and the amount of excess, emailed to us admin@hertsosteopathy.co.uk prior to your appointment in order to do this.

Other providers: if you have an insurance policy then we are happy to treat you, but it is your responsibility to pay for your treatment with us directly and then you may be able to recover these costs, but this would be between yourself and the insurance provider, and differs from policy to policy. By booking your appointment with us, you are acknowledging that you are responsible for paying the cost of your appointment in total at the time of your appointment. 

BUPA and AXA PPP: Unfortunately these are the only insurance companies that you are not able to do this with.

What is your privacy statement?

By booking an appointment with us, you are hereby agreeing that you have read and understood the below document:

Privacy statement May 2018

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 – Your Practice Herts Osteopathy Ltd, based at 16-18 Chequer Street, St. Albans, AL1 3YD, which hereafter for the purposes of this Privacy Notice will be referred to as the Osteopaths, is pleased to provide the following information:

2 – Who we are
The Osteopaths diagnose and treat 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 Osteopaths may require detailed medical information. We will only collect what is relevant and necessary for your treatment. When you visit our practice, we 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 Osteopaths 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.

b) For marketing purposes, the Osteopaths 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 Osteopaths maintaining a marketing dialogue with you until you either opt out (which you can do at any time) or we decide to desist in promoting our services. Osteopaths may occasionally also act on behalf of its patients in the capacity of data processor, when we may promote other practitioners based at our premises, who may not be employed by us. Osteopaths do not broker your data and you can ask to be removed from our 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 our correspondence and phone calls and details of your visits to our 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. WordPress.org uses cookies to help Osteopaths to identify and track visitors and their website access preferences. Osteopaths’ website visitors who do not wish to have cookies placed on their computers should set their browsers to refuse cookies before using Osteopaths’ website.

f) Osteopaths will only collect the information needed so that we 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 our contractual obligations obtained from explicit Patient Consent and legitimate interest to respond to enquiries concerning the services provided.

5 – Legitimate interests pursued by Osteopaths
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 Osteopaths 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
Osteopaths will keep your personal information safe and secure, only staff engaged in providing your treatment will have access to your patient records, although our administration team will have access to your contact details so that they can make appointments and manage your account. The Osteopaths 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 Osteopaths 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 us to meet our 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, except that which is held by our clinic management software, Cliniko, which stores data in Australia. Cliniko are compliant with GDPR and more information can be found by contacting them through their website www.cliniko.com

10 – Your rights as a data subject
At any point whilst Osteopaths are 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 we hold about you.
Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.
Right to be forgotten – in certain circumstances you can ask for the data we hold about you to be erased from our 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 we 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 Osteopaths refuse your request under rights of access, we will provide you with a reason as to why, which you have the right to legally challenge. At your request Osteopaths can confirm what information it 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 (Osteopaths) 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 Osteopaths 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
Osteopaths 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 admin@hertsosteopathy.co.uk or by phoning +44 (0) 1727 400425 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 Osteopaths you have the right to complain to us. If you do not get a response within 30 days, you can complain to the ICO.
The details for each of these contacts are:
Mrs Joanna Day, data controller and Director of Herts Osteopathy Ltd.
Telephone 01727 400425
Email admin@hertsosteopathy.co.uk
ICO
Wycliffe House, Water Lane, Wilmslow, SK9 5AF Telephone +44 (0) 303 123 1113 or email: https://ico.org.uk/global/contact-us/email/

Who has access to my data?

The practitioners at Herts Osteopathy will take personal information, medical information, and notes on your treatment as required legally whilst entering into a treatment plan with you. We are legally obligated to keep records for 8 years, or up to the age of 25 years for all children. After this time we can delete your data should you wish. Please contact us if you would like to do this.

All practitioners at Herts Osteopathy have had training in GDPR to ensure that they are compliant. The practitioners have signed a contract to ensure compliance with GDPR. We do not broker or share data. The practitioners at Herts Osteopathy may discuss cases with each other in a private room in order to help consistency, continuity and effectiveness of treatment, and for cpd purposes. But all data remains confidential, and will not be shared with any other individuals or other healthcare providers unless explicit consent is given by the patient.

The data controller at Herts Osteopathy Ltd is Director and Principal Osteopath, Joanna Day, and she is registered with the ICO for this purpose. Joanna Day is the designated data protection officer for Herts Osteopathy Ltd.

Herts Osteopathy Ltd uses Best Reception for all reception services. Best Reception will take basic information over the phone with regards to booking you in for an appointment, changing appointments, and cancelling appointments. Best Reception do not handle your medical records. Best Reception has its own privacy statement, and is fully compliant with GDPR. All receptionists have to sign a confidentiality agreement. If you would like to obtain further information regarding their privacy statement then please email reception@bestreception.co.uk or call 01992 531000 and they will be happy to provide you with that information. Herts Osteopathy uses Yvette Segal for our administration. This means she has access to the clinic diary, and responds to all emails sent to admin@hertsosteopathy.co.uk. She has passwords to ensure nobody else has access to these emails, and she has also signed a confidentiality agreement, determining that she will be compliant with GDPR.

Herts Osteopathy Ltd uses a clinic management software called Cliniko for all clinic bookings, patient notes, payments and medical data. All data is stored in cloud based storage in Australia, which is compliant with GDPR. Cliniko is defined as a processor of data, and the Principal Osteopath, Joanna Day, is your data controller.

Cliniko are fully compliant with GDPR.
When booking online, you will be able to see how Cliniko stores data, and their privacy policy, and you will consent to this before completing your booking.
If you would like to obtain further details on how Cliniko are compliant with GDPR then please email info@cliniko.com or go online to www.cliniko.com.

Your email addresses are used for all correspondence regarding your appointment and booking information, this is required for all bookings, and by booking your appointment you are consenting for your email address to be used for this purpose. You will also receive occasional information emails sent for the purpose of genuine mutual interest, regarding clinic opening times, services and cost changes, and practitioners at the clinic and other valuable information. These emails will be informative only and will not include anything other than for the sole purpose of information for the receiver. These will be fully compliant with GDPR, due to the fact that these emails will be sent out to patients for legitimate use, and without infringement of individual rights and freedoms of the individual. You will be able to opt out of these emails at any time by clicking the unsubscribe button, or by emailing us directly to inform us. Herts Osteopathy Ltd uses Mailchimp for these information emails, and if you would like further information about how Mailchimp complies with GDPR, and access to their privacy statement, please go to www.mailchimp.com.

Any further information please email us admin@hertsosteopathy.co.uk and we will be happy to answer any questions you may have.

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