TERMS, CONDITIONS AND PRIVACY POLICY

Jen Stroud Physiotherapy – Terms and Conditions

We want to make sure you feel informed, respected, and confident when you book with us. Please take a few minutes to read through these user-friendly terms and conditions.

Cancellations & Deposits

❗ Cancellation Policy

If you need to cancel or reschedule, we kindly ask for at least 24 hours’ notice.
- Less than 24 hours’ notice? The full cost of your session will be charged.
- Pessary appointments: Please give 5 working days' notice to avoid losing your deposit.

💳 Deposits

- Pessary fittings require a non-refundable £90 deposit to secure your appointment.
- You may reschedule with at least 5 working days’ notice without losing your deposit.

Pricing Overview

🧍 General Physiotherapy (in clinic)

- Initial appointment (up to 60 mins): £65
- Follow-up (up to 45 mins): £55
- Follow-up (up to 60 mins): £65

🧘‍♀️ Women’s Pelvic Health Physiotherapy

- Initial appointment (up to 75 mins): £90
- Follow-up (up to 60 mins): £75
- Follow-up (up to 45 mins): £60

- Mummy MOT (up to 75 mins): £95

- Pregnancy Prenatal Assessment (up to 60 mins): £75

- Mummy MOT and pelvic health initial appointments include a full appointment summary sent to you by email.

✂️ Scar Therapy

- Initial appointment (up to 60 mins): £75
- Follow-up (up to 45 mins): £60
- Follow-up (up to 60 mins): £75

👩‍⚕️ Pessary Appointments

- Fitting (up to 90 mins): £180
- All pessaries are £50
- £90 deposit required to book
- Pessary check-up (up to 45 mins): £65

🔊 Shockwave Appointments

First, you’ll need a physiotherapy assessment to make sure that shockwave is right for you. You can have shockwave with an additional cost of £20 on top of the cost of the booked session (this is because the machine wears with each use and parts need to be purchased and fitted at regular intervals).

For any shockwave only appointments (up to 15 minutes) prices are:

£55 per shockwave treatment area or £50 each if at least 3 are paid for at the same time. Total of £150.

If you’ve had the initial shockwave in your first physio appointment then you’d pay £120 for all three shockwave sessions if the additional sessions are booked and paid for up front.

We recommend 3 sessions first and then seeing how you are for a few weeks before booking further sessions. A separate screening and consent form is completed for this treatment.

🏡 Home Visits

- £100 for an initial assessment (All home visit appointments must start with an initial assessment)

- £75 for a 40–60 minute follow up session

- Travel to and from the clinic or from clinician’s home, will incur an additional fee

- Email summary of findings to your GP: £15

- Liaison with other professionals regarding ongoing care/signposting for example arranging appointments/transport; £15

- Reports and complex letters that take longer than 15 minutes to write are £55

Discount Packages

Buy in advance and save:
- General Physio in clinic (3 x up to 45 mins): £150
- General Physio in clinic (3 x up to 60 mins): £180
- Women’s Health (3 x up to 45 mins): £165
- Women’s Health (3 x up to 60 mins): £205
- Scar Therapy (3 x up to 45 mins): £165
- Scar Therapy (3 x up to 60 mins): £205

- Shockwave (3 x up to 15 mins): £150

At the moment there are no discount packages for home visits.

🏃‍♀️ Musculoskeletal (MSK) and at Home Physiotherapy

Musculoskeletal assessments involve questions about your condition, lifestyle, and physical exam.
- Some discomfort may occur during the session, especially if we need to reproduce symptoms for diagnosis
- Short-term soreness is common for up to 24–48 hours afterward
We encourage open communication—please let us know if you're uncomfortable at any time.

🤱 Pelvic Health & Mummy MOT

Pelvic health assessments may include a vaginal examination (for issues such as incontinence, prolapse, pelvic pain, or pelvic floor dysfunction).
- You are welcome to decline any part of the exam—it’s always your choice.
If you have any worries about the assessment process, please talk to your physiotherapist. We're here to help you feel safe and supported.

👩‍⚕️ Chaperoning Policy

We want you to feel safe and supported at all times.
- You can request a chaperone for any physiotherapy appointment.
- But please note: We are unable to provide an official chaperone.
- A friend or family member is welcome to attend with you, but they cannot act as an official chaperone.
- If you, the client, or we as the practitioner decide that a chaperone is needed, we may need to refer you to another clinic that can accommodate this.

🩺 GP Letters & Communication

We believe in working collaboratively with your GP where appropriate. If you'd like us to send a letter to your GP, we’ll always discuss it with you first. We offer the following options:

- Email summary of findings to your GP: £15

- Liaison with other professionals regarding ongoing care/signposting for example arranging appointments/transport; £15

- Reports and complex letters that take longer than 15 minutes to write are £55

- Reports and complex letters that take longer than 15 minutes to write are £55
Please note: While we take care to ensure security, no email system is 100% fail-safe. By requesting a letter to be emailed, you acknowledge and accept this small risk.

🧾 Health Insurance

We no longer accept direct insurance payments.
- If your insurer allows you to pay us directly and submit an invoice for reimbursement, we’re happy to help.
- Please check with your insurer before booking.
- We will issue an invoice after payment for you to claim back.

✅ Consent

You are always in control of your care.
- You can decline or stop any assessment or treatment at any time—no pressure or judgment.
- We’ll always discuss your options, and alternatives will be offered if needed.

📷 Photography Consent

On rare occasions, we may ask to take photos (excluding your face) for clinical records or marketing.
- This will always be discussed in advance, and you’ll complete a separate consent form.
- You are never obligated to agree.

📝 Heidi Health – Secure Note Taking

We use Heidi, a secure AI clinical note-taking tool, to support our sessions.
- It helps us focus more on you and less on admin
- Your data is kept secure and confidential
- You can opt out at any time—just let us know.

UK - Heidi Patient Explainer.pdf.

🔐 Data Protection (GDPR)

We comply with GDPR 2018 standards to protect your privacy.
- We store clinical notes and personal information securely and electronically
- Appointment reminders are sent via text or email
- Your records will be kept for a minimum of 8 years in line with legal requirements.

Last updated: 11/2/26

Jen Stroud Physiotherapy is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, store, and protect your personal data when you visit our website or receive physiotherapy services from us.

We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Data Controller

The data controller responsible for your personal information is:

Jennifer Stroud. Jen Stroud Physiotherapy

Trehill Farm, Polborder, Saltash, PL12 6RE

Email: hello@jenstroudphysiotherapy.co.uk

Phone: 07889952759

If you have any questions regarding this Privacy Policy or your personal data, please contact us using the details above.

2. Personal Data We Collect

We collect and process personal data necessary to provide safe and effective physiotherapy services.

Identity and contact data

Name
Address
Date of birth
Telephone number
Email address
Emergency contact details
GP details

Health and clinical data (special category data)

Medical history
Symptoms and clinical findings
Examination results
Treatment notes
Reports and correspondence
Appointment records

Health information is classified as special category personal data and is processed with enhanced protection.

Website usage data

When you visit our website, we may collect:

IP address
Browser type and version
Pages visited
Cookies and analytics data

3. Purpose of Processing

We process your personal data for the following purposes:

Providing physiotherapy assessment and treatment
Maintaining accurate clinical records
Appointment scheduling and reminders
Communication regarding your care
Issuing invoices and maintaining financial records
Liaison with your GP or other healthcare professionals (with consent)
Compliance with legal and professional obligations
Service improvement and audit

We only collect information necessary for these purposes.

4. Legal Basis for Processing

Under UK GDPR, we rely on the following lawful bases:

Healthcare provision (Article 9(2)(h))
Contract — to deliver the services you request
Legal obligation — healthcare record keeping
Legitimate interests — clinic administration
Consent — optional activities such as photography or marketing

Where processing is based on consent, you may withdraw consent at any time.

5. Clinical Records and Digital Systems

We use secure digital systems to manage bookings and clinical records, including:

Zanda — appointment scheduling and clinical record storage
Heidi Health and Bizzy AI — secure AI-assisted clinical note-taking tools

These providers operate under strict data processing agreements and comply with GDPR standards. Access is restricted to authorised personnel only.

You may opt out of AI-assisted note-taking at any time without affecting your care.

6. Data Security

We implement appropriate technical and organisational safeguards to protect your personal data, including:

Encrypted and password-protected systems
Restricted access controls
Secure digital storage
Regular system monitoring

While we take reasonable precautions, no electronic system can be guaranteed completely secure.

7. Data Retention

Clinical records are retained in accordance with legal and professional standards:

Adult records: minimum of 8 years after last treatment
Children’s records: until age 25 or 8 years after last treatment (whichever is longer)

After the retention period, records are securely destroyed or anonymised.

8. Sharing Personal Data

We do not sell personal data.

We may share information only when necessary and lawful:

With your GP or healthcare professionals (with consent)
With secure software and payment providers
Where required by law
For safeguarding or serious safety concerns

All third parties are required to maintain confidentiality and data protection standards.

9. Email Communication

We may send appointment summaries, invoices, and correspondence via email at your request.

Although we take reasonable precautions, email communication carries a small inherent risk. By agreeing to email correspondence, you acknowledge and accept this risk.

Alternative communication methods are available upon request.

10. Photography

Clinical photographs (excluding facial images) may occasionally be requested for documentation or educational purposes.

Separate written consent is always obtained. Participation is voluntary and refusal will not affect your care.

11. Cookies

Our website may use cookies to enhance user experience and analyse website traffic.

You may control or disable cookies through your browser settings.

12. Your Data Protection Rights

Under UK data protection law, you have the right to:

Access your personal data
Correct inaccurate data
Request erasure (where legally permitted)
Restrict processing
Object to processing
Data portability
Withdraw consent

Requests should be made in writing. We will respond within one month.

13. Complaints

If you are dissatisfied with how we handle your personal data, please contact us first so we can attempt to resolve the matter.

You also have the right to complain to the Information Commissioner’s Office (ICO):

Information Commissioner’s Office

www.ico.org.uk

0303 123 1113

14. Changes to This Policy

We may update this Privacy Policy periodically. The latest version will always be available on our website.