Privacy Policy & Clinic Terms

Practice Name: Nurture Osteo

Location: Inside Posture London, 107 Station Road, West Wickham, BR4 0PX.

At Nurture Osteo, we are committed to protecting your privacy and ensuring your visit to our clinic is safe, transparent, and professional. This document explains how we handle your data and the rules for visiting us at our West Wickham clinic.

1. Privacy & GDPR

Nurture Osteo is the "Data Controller." We process your personal data to provide safe and effective osteopathic care.

Personal Data: To provide treatment, we require detailed medical information. We only collect what is relevant to your care. During your consultation, we take clinical notes including medical history, medication, and lifestyle factors.
Data Retention: In line with the General Osteopathic Council (GOsC) standards, we retain adult records for a minimum of 8 years. For minors (baby/child patients), records are retained until the child reaches the age of 25.
Disclosure: Your information is private. It is only accessed by your treating practitioner. We will never sell or broker your data. We only disclose information if required by law or with your explicit consent (e.g., a GP referral).

2. Secure Data Storage & AI Assistance

We use industry-standard, encrypted clinical software to manage your records. We do not store physical paper files on the premises.

Cliniko: Our primary Practice Management Software. All clinical notes and contact details are stored here in compliance with UK data protection laws.
AI Clinical Assistance (Heidi Health): To ensure we can be fully present with you and your family during the consultation, we may use Heidi Health (or similar clinical AI) to assist with drafting medical notes. We will always ask for your verbal consent before activating any AI scribe, and recordings are typically deleted immediately after the clinical summary is generated and transferred to your Cliniko file.

3. Marketing & Communication

In making initial contact with Nurture Osteo, you consent to the Practice maintaining a marketing dialogue with you (such as health updates and clinic news) until you either opt out or we decide to desist in promoting our services. We may occasionally promote other trusted practitioners based at our premises who we believe may be of interest to your care. The Practice does not broker or sell your data. You can ask to be removed from our marketing database at any time by clicking the 'unsubscribe' link in our emails or by contacting us directly to request an update to your preferences.

4. Health & Safety (Families & Equipment)

We love welcoming families. However, as we are located within a specialized Pilates studio, safety is paramount:

Supervision: Nurture Osteo does not take responsibility for monitoring clients or guests while on the property. Children must be supervised at all times and should remain within the treatment room or general waiting area.
Equipment: For safety reasons, children and guests must not touch or go near the Pilates reformers or studio equipment. We will not accept liability for injury or harm to any individual using or interfering with the studio equipment or facilities.
Animals: No pets are permitted in the building. Assistance dogs (including guide dogs and registered support dogs) are, of course, welcome.

5. Cancellation Policy

To support our community and keep waiting lists managed:

We require 24 hours’ notice for all cancellations or rescheduling.
Cancellations made within 24 hours of the appointment time will result in the forfeiture of the full fee.

6. Accessibility & Facilities

Access: Posture London is a ground-floor studio. There is good accessability for wheelchair-users and buggies.
Toilets: A fully accessible bathroom is available on the ground floor.
Parking: There is local street parking nearby and paid parking (Ringo) across the road (full details are sent out to you at the time of initial booking). Please allow extra time to park to ensure you arrive relaxed for your session.

7. Complaints

We aim for excellence, but if you have a concern, we want to resolve it quickly. Please email us directly. For clinical concerns, you may contact the General Osteopathic Council. For consumer rights, you may contact Citizens Advice.