Privacy Policy / Privacy Notice

This privacy notice applies between you (the user of this website and/or a patient, visitor, or enquirer) and Revive Health Ltd (“we”, “us”, “our”). We take your privacy seriously.

This notice explains how we collect and use personal data when you:

visit our website: https://www.revivehealthchelmsford.co.uk
contact us by phone, email, online form or social media
attend the clinic as a patient or visitor

This notice is intended to meet the transparency requirements of the UK GDPR and the Data Protection Act 2018.

1) Who we are (Data Controller)

Revive Health Ltd (t/a Revive Health Chelmsford) is the data controller for the personal data described in this notice.

Email: info@revivehealthchelmsford.co.uk
Phone: 01245 956391 / 07723 503277

2) The personal data we collect

Depending on how you interact with us, we may collect:

Identity and contact details: name, address, email, phone number, date of birth.
Appointment and account details: booking details, attendance, communications, preferences.
Health information (special category data): symptoms, medical history, assessments, treatment notes, outcomes, and information you share during consultations.
Payment and billing details: invoices, payment status, and (where relevant) insurance information. We do not store full card details if payments are handled by a third-party provider.
Website and device data: IP address, browser/device details, pages visited, and cookie data.
In-clinic interaction data: information you provide at reception or during conversations with our team, and notes needed to manage your care, booking, queries, complaints or incidents.
Audio recordings (where in use): recordings of calls and/or conversations where we have told you that recording is taking place.
CCTV recordings (where in use): CCTV video and audio recordings in the areas covered.

3) Where we get your data from

We collect personal data:

directly from you (website forms, phone, email, in-clinic conversations, consultations)
from someone acting on your behalf (where appropriate)
from other healthcare professionals or organisations involved in your care (e.g., GP/consultant/insurer) where lawful
from our website and analytics tools
from CCTV systems
from audio recording systems (where in use)

4) How we use your data (purposes)

We use personal data to:

provide assessment and treatment, maintain clinical records, and support continuity of care
manage appointments, reminders, cancellations, and clinic administration
communicate with you about your care and booking queries
process payments, invoices, and (where applicable) insurance administration
handle complaints, incidents, safeguarding, and quality assurance
meet legal and regulatory obligations (including professional standards and record-keeping)
keep the clinic safe and secure (including CCTV)
improve our services and training (including, where appropriate, review of recorded calls)
improve our website and services (including analytics)

5) Our lawful bases for processing (UK GDPR)

We only process personal data where we have a lawful basis.

General personal data (Article 6)

We rely on one or more of the following:

Contract (Article 6(1)(b))  to provide services you request and manage appointments.
Legal obligation (Article 6(1)(c))  to comply with legal/regulatory duties.
Legitimate interests (Article 6(1)(f))  to run and protect our clinic and services (for example, security, service improvement and staff training). We balance our interests against your rights.
Consent (Article 6(1)(a))  where required (for example, certain marketing communications and some optional data sharing).

Health information (special category data) (Article 9)

Where we process health data, we rely on:

Healthcare provision (Article 9(2)(h))  for medical diagnosis, provision of health care or treatment, and management of health services.
Explicit consent (Article 9(2)(a))  where required for specific uses.

We also rely on a relevant condition under the Data Protection Act 2018.

6) In-clinic interactions and confidentiality

When you visit or contact the clinic, we may record information you provide at reception or during conversations with our team (including by phone or email), where this is needed to:

confirm your identity and contact details
manage your appointment and preferences
support your treatment and safety
follow up on queries, complaints, incidents, or safeguarding concerns

We aim to keep conversations private. Reception areas can be shared spaces; if you would prefer to discuss sensitive information in private, please tell us and we will do our best to accommodate.

7) Audio recording (where in use)
What we record

Where audio recording is in operation, we may record:

telephone calls to and from the clinic; and/or
in-clinic conversations where we have made you aware that recording is taking place.

Why we record audio

We may use audio recordings for the following purposes:

to help us accurately handle bookings and enquiries
to support quality assurance and staff training
to help us investigate complaints, incidents or safeguarding concerns
to help us establish, exercise or defend legal claims

Lawful basis

Our lawful basis for audio recording is usually legitimate interests (Article 6(1)(f)) in running the clinic safely and effectively, improving our service, and resolving disputes. We balance our interests against your rights.

If we need to record in circumstances where consent is required, we will ask for it.

How we manage audio recordings

we will take reasonable steps to tell you when recording is taking place
access is restricted to authorised staff/contractors
recordings are kept for a limited period and then securely deleted, unless needed for an active investigation or legal claim

8) CCTV (video and audio)
Where CCTV operates

CCTV operates in public areas of the clinic (for example, entrances/exits, reception, corridors and the studio). CCTV is not used in treatment rooms or toilets.

What we collect

CCTV captures video and audio in the areas covered. Recording is triggered by motion.

Why we use CCTV

We use CCTV for:

safety and security of patients, visitors and staff
prevention and detection of crime
protecting clinic premises and property
supporting investigations of incidents, complaints or safeguarding concerns

Lawful basis

Our lawful basis for CCTV (including any audio captured) is legitimate interests (Article 6(1)(f)) in maintaining a safe and secure environment. Where required, we carry out and maintain a legitimate interests assessment (LIA).

How we manage CCTV

clear signage is displayed where CCTV is in operation
access to recordings is restricted to authorised staff/contractors
recordings are retained for a limited period and then securely deleted, unless needed for an active investigation or legal claim
CCTV is not used for routine monitoring of staff performance

Sharing CCTV recordings

We may share CCTV recordings with the police or other law enforcement bodies, insurers, professional advisers, and relevant service providers where lawful and necessary.

9) Who we share your data with

We may share personal data with:

clinical/practice management system providers (as processors)
other healthcare professionals involved in your care
insurers (where you use private insurance) and payment providers
regulators and professional bodies where required
IT and communications providers (website hosting, analytics, email/telephony) acting as processors
professional advisers (accountants, solicitors) where necessary

We only share what is necessary and we have contracts in place where required.

10) Cookies and analytics

We use cookies to make our site work and (where enabled) to understand how the website is used.

Necessary cookies: required for core functionality such as security, network management and accessibility.
Analytics cookies: help us understand how visitors use the site. Where required, we will ask for your consent.

You can manage cookie preferences using the cookie controls on our website and/or your browser settings.

11) International transfers

We aim to keep your data in the UK. If any supplier transfers personal data outside the UK, we will ensure appropriate safeguards are in place (for example, UK adequacy regulations, the UK International Data Transfer Agreement, or the UK Addendum to EU Standard Contractual Clauses).

12) How long we keep your data

We keep personal data only as long as necessary for the purposes described.

Clinical records: retained in line with applicable healthcare record retention guidance and our professional/regulatory obligations.
Financial records: retained as required by tax/accounting rules.
Audio recordings: retained for a limited period and then deleted unless required for an investigation or legal claim.
CCTV recordings (video and audio): retained for a limited period and then deleted unless required for an investigation or legal claim.

You can request our retention schedule by contacting us.

13) Your rights

You have rights under data protection law, including:

access  request a copy of your personal data
rectification  correct inaccurate or incomplete data
erasure  request deletion in certain circumstances
restriction  request we limit how we use your data
objection  object to processing based on legitimate interests or for direct marketing
data portability  receive certain data in a structured, commonly used format
withdraw consent  where we rely on consent, you can withdraw it at any time

Some rights are not absolute and may depend on why we process your data.

14) How to contact us or complain

To exercise your rights or ask questions, contact us at info@revivehealthchelmsford.co.uk.

If you are unhappy with how we handle your data, please contact us first so we can try to resolve it.

You also have the right to complain to the Information Commissioners Office (ICO):

Website: https://www.ico.org.uk
Helpline: 0303 123 1113

15) Changes to this privacy notice

We may update this notice from time to time. The latest version will be available on our website and/or at reception.