Flor Pelvic Health Physiotherapy ("we," "our," "us") is committed to protecting the privacy and security of your personal information. We are registered with the Information Commissioner's Office (ICO)00014102814.

1. Information We Collect To provide you with the highest standard of specialized physiotherapy, we collect:

• Personal details: Name, date of birth, address, email, and telephone number.

• Special Category Data (Health Data): Medical history, GP details, pelvic health history, treatment notes, and consent forms.

2. How We Use Your Information We process your data legally under the UK GDPR, primarily for the provision of healthcare (Article 9(2)(h)). Your data is used to:

• Provide accurate clinical assessments and safe treatment plans.

• Communicate with you regarding appointments and care.

• Liaise with other healthcare professionals (e.g., your GP), only with your explicit consent.

3. Data Storage and Retention In accordance with the Chartered Society of Physiotherapy (CSP) and HCPC guidelines, adult medical records must be securely retained for a minimum of 8 years after the last treatment. Records are stored on a secure, encrypted, and GDPR-compliant practice management system.

4. Your Rights You have the right to:

• Request access to the medical records we hold about you.

• Request corrections to any inaccurate information.

• Withdraw consent for marketing communications at any time.

5.Website Analytics (Cookies)

We use Google Analytics to understand how visitors engage with our website. Google Analytics uses cookies to collect anonymous information, such as your IP address, browser type, pages visited, and the duration of your visit. This data helps us improve our website performance and user experience. No personally identifiable or medical information is shared with Google. You can choose to accept or decline cookies through your browser settings.

For any privacy-related queries, please contact us at maria@florpelvichealth.co.uk

At Flor Pelvic Health Physiotherapy, we believe in complete transparency, both in the clinic and online. This policy explains how we use cookies on www.florpelvichealth.co.uk to ensure your digital experience is as smooth and helpful as possible.

What are cookies? Cookies are small text files placed on your device when you visit a website. They help the website function properly, ensure security, and provide us with insights into how our site performs so we can continually improve our service to you.

How we use cookies:

• Strictly Necessary Cookies: These are essential for the website to function (e.g., booking an appointment or secure loading) and cannot be switched off.

• Analytical/Performance Cookies: These allow us to recognize and count the number of visitors and see how visitors move around our website. This helps us improve the way our website works.

Managing your preferences: You can manage your cookie preferences at any time through your browser settings. Please note that disabling essential cookies may impact your ability to use certain features of our website, such as the booking portal.

At Flor Pelvic Health Physiotherapy, your comfort, dignity, and safety are our highest priorities.

Due to the specialized nature of pelvic health physiotherapy, internal examinations may be recommended as part of your assessment and treatment. We recognize that these assessments can feel vulnerable, and we are committed to ensuring you feel entirely supported and in control.

Your Right to a Chaperone

You have the right to be accompanied during any part of your consultation, assessment, or treatment.

• Informal Chaperone: You are always welcome to bring a trusted family member or friend to your appointment to act as a chaperone.

• Formal Chaperone: If you would prefer a formally trained, impartial chaperone to be present, please notify us at the time of booking or at least 5 DAYS prior to your appointment. As a specialist private clinic, we will do our utmost to accommodate this by arranging for a trained professional to be present.

If a formal chaperone is requested but unavailable, your examination will be rescheduled without penalty. You can decline a chaperone, but your physiotherapist also reserves the right to request a chaperone be present if they feel it is necessary.

At Flor Pelvic Health Physiotherapy, we are fundamentally committed to providing a safe, supportive, and dignified environment for all our patients. We recognize our moral and statutory duty of care to protect adults at risk and children from abuse, harm, and neglect. This policy outlines our approach to safeguarding, ensuring that welfare is paramount in every aspect of our clinical practice.

Scope of the Policy

This policy applies to all aspects of clinical care and business operations at Flor Pelvic Health Physiotherapy, whether services are delivered at our clinic within Marlborough House Therapy Centre, during external community classes, or via online consultations.

As a sole practitioner, Maria acts as both the primary clinician and the Designated Safeguarding Lead (DSL).

Safeguarding Adults at Risk

In accordance with the Care Act 2014, an "adult at risk" is someone over 18 who has needs for care and support, is experiencing or at risk of abuse or neglect, and is unable to protect themselves from that abuse.

In the context of pelvic health, we are particularly attuned to signs of:

·       Domestic violence or coercive control.

·       Physical, emotional, or psychological abuse.

·       Female Genital Mutilation (FGM), for which there is a mandatory reporting duty.

Safeguarding Children

While our primary patient base consists of adults, we often work closely with mothers during the perinatal period, and babies or children may occasionally accompany patients to their appointments. We have a duty of care to safeguard the welfare of any child we come into contact with, adhering to the principles of the Children Act 1989 and 2004.

Our Key Principles

We adhere to the six principles of safeguarding:

·       Empowerment: We support and encourage patients to make their own decisions and give informed consent.

·       Prevention: We take action before harm occurs by maintaining a vigilant and educated practice.

·       Proportionality: We take the least intrusive response appropriate to the risk presented.

·       Protection: We provide support and representation for those in greatest need.

·       Partnership: We work with local services, communities, and professional networks to assist in preventing, detecting, and reporting abuse.

·       Accountability: We maintain absolute transparency in our safeguarding practice.

Confidentiality and Information Sharing

Patient confidentiality is a cornerstone of our practice. However, the requirement to maintain confidentiality is not absolute. If there is a significant risk of harm to the patient or others, or a legal obligation to disclose (such as mandatory reporting of FGM), information will be shared with the appropriate authorities. Whenever safely possible, we will discuss our concerns and intentions with the patient before sharing information.

Reporting Procedures

If a safeguarding concern is identified:

·       Immediate Danger: If a patient or child is in immediate physical danger, emergency services (999) will be contacted without delay.

·       Documentation: A precise, objective, and timely record of the concern, disclosure, or observation will be made in the patient’s secure clinical notes.

·       Escalation: Concerns will be escalated to the appropriate local authority. For our practice, this involves contacting the Somerset Safeguarding Adults Board (SSAB) or the Somerset Safeguarding Children Partnership (SSCP). We may also consult with the patient’s GP or health visitor, provided it is safe and appropriate to do so.

Training and Continued Professional Development

To ensure the highest standard of care, the clinician at Flor Pelvic Health Physiotherapy maintains up-to-date, mandatory safeguarding training for both adults (Level 3) and children (Level 3), in strict accordance with the standards set by the Health and Care Professions Council (HCPC) and the Chartered Society of Physiotherapy (CSP).

Review

This policy is a live document and will be reviewed annually, or sooner if there are changes to local or national legislation, to ensure it remains robust and effective.

Last Updated: June 2026

We understand that life, especially family life, can be unpredictable and that you may occasionally need to change your appointment.

To ensure we can accommodate all our patients and run our clinic smoothly, we ask for your cooperation with our cancellation policy.

Cancellations and Rescheduling

• If you need to cancel or reschedule your appointment, please provide a minimum of 48 hours’ notice.

• Cancellations made with less than 48 hours’ notice will incur a charge of 50% and, 100% for 24h or less of the appointment fee.

• "Did Not Attend" (DNA) appointments without prior notice will be charged at the full appointment rate.

How to Cancel

Please cancel or reschedule your appointment by contacting us directly at maria@florpelvichealth.co.uk

Refunds

• Pre-paid appointments cancelled with more than 48 hours' notice will be fully refunded or credited to your next appointment.

We thank you for your understanding and for valuing our time as much as we value yours.