Our Policies

We regularly review and update our policies in order to maintain the highest standard of professionalism and safety.

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Our Policies

We regularly review and update our policies in order to maintain the highest standard of professionalism and safety.

Find out more

Click on the orange buttons to view each policy.

 

Connect Health is firmly committed to providing a high-quality service and continually improving the quality of service it provides

If you are unhappy with the treatment or service you have received from Connect Health, you are entitled to make a complaint, have it considered and receive a response in writing. This section describes Connect Health’s complaints procedure, which is in line with the NHS complaints procedure.

Connect Health provide a range of services to the NHS, employers and the public, all of whom are included within this procedure.

 

Connect Health’s Principles for Managing Complaints

  • Connect Health aims to resolve complaints as quickly as possible, particularly through an immediate informal (verbal) response by front line staff
  • Connect Health will ensure that all complaints are handled promptly, openly and thoroughly
  • Connect Health’s complaints procedure will be fair to the complainant and Connect Health staff
  • Connect Health will ensure the process is supportive and without blame, leading to improvement in standards of service delivery, patient safety and care
  • Connect Health will carry out a full investigation which is focused on resolution being open and honest with all complainants
  • If a resolution cannot be reached at local level, Connect Health will inform the complainant of how they can escalate their complaint or obtain an independent review of their complaint (if appropriate)

 

Who Can Complain?

A complaint can be made by a patient, a carer responsible for a patient or persons affected or likely to be affected by the actions or decision of Connect Health or its practitioners. A complaint made by someone acting on behalf of the patient, must have the patient’s consent to do so.

 

To Whom Should I Raise My Concern/Complaint Initially?

The first stage of our Complaints Procedure is ‘Local Resolution’. This applies principally where a ‘Informal Complaint’ (usually made verbally in the first instance), is shared with a member of staff at Connect. This could be to one of our Patient Care Advisers over the phone, to the individual practitioner who provided the service, or alternatively to the Connect Manager of that service.

‘Local resolution’ aims to resolve concerns and complaints quickly as close to the source of the complaint as possible, and, if possible, without the need to make a more formal complaint. In our experience, most complaints are due to simple areas of misunderstanding or unforeseen minor errors. In both instances, verbal dialogue, an explanation and if necessary, an apology, is all that is required.

 

How Do I Make a Formal Complaint?

If local resolution has not been successful, your concerns have not been addressed or if you feel your complaint is of such significance that it requires escalating to a higher authority, you will need to put your complaint formally in writing (by post, email, or via our website). This should be directed to the local Manager responsible for the service you received, or to Connect Health’s Head Office for the attention of our Complaints Team (see below).

If you make a complaint in writing, Connect Health will ensure it is logged formally and responded to fully, in writing.

 

What is the Process for Reviewing My Complaint?

Connect Health’s timescales for managing complaints are in line with NHS Complaints Management Timescales. For all written complaints that we receive, you will receive:

  • Acknowledgement, within 3 working days of receipt
  • A full response, following a review from a Connect Health manager, within 30 working days

You will be kept informed of progress if, for any reason, this is not going to happen.

 

Where Can I Get Independent Advice and Help?

If for any reason, you are unhappy with Connect Health’s formal response to your complaint, then you should consult with the person/organisation who referred you to Connect Health (unless you referred yourself). E.g. your GP or Employer. If you were referred to Connect Health via the NHS, (i.e. paid for by your GP) you may have access to the independent Patient Advice & Liaison Service, known as PALS, who support patients and carers in trying to resolve any issues as quickly as possible. There also a number of complaint advocacy services available depending on which area of the country you live.

Find your local PALS or contact your GP surgery for support.
[Please note some areas no longer have PALS services available to patients].

 

The Health Service Ombudsman

NHS patients referred to Connect Health, who remain unhappy after local resolution and independent review, can also seek a further review from the Health Service Ombudsman. The Ombudsman is independent of both the NHS and private organisations and can be contacted at:

Millbank Tower,
30 Millbank,
London,
SW1P 4QP
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk

 

How to Formally Lodge a Complaint

If you want to make a ‘formal’ complaint about any aspect of treatment or care you have received from Connect Health, then please send your complaint in writing to:

The Complaints Coordinator,
Connect Health (Central Office),
Floor 3 The Light Box,
Quorum Park,
Benton Lane,
Newcastle upon Tyne,
NE12 8EU

If you prefer to email your complaint, then please email to: complaints@connecthealth.co.uk | Complaints Policy

Subject Access Request Form

Please follow the link below to download the necessary form for you to access your health records where you will prompt to complete the details requested on this form and return to the relevant department that is specified on the document.

Please note that if you are making an application on behalf of somebody else we require evidence of your authority to do so i.e. signed consent, personal authority, court order etc.

When Will the Information Be Released

The Organisation will deal with your request promptly, and in any event the records will be sent to you within 28 days of receipt of your accurately completed form. If we encounter any difficulties in locating your data we will keep you informed of our progress.

Amending Information Within Your Record

Individuals do not have a right to have professional opinions or judgements deleted from the record, unless the entry is factually incorrect. However, if you disagree with any content of the record, you can ask to have a statement added to reflect your opinions. You are entitled to a copy of what has been added.

Important Information

All documents are sent by Royal Mail signed delivery.

Subject Access Request Form

If you have queries and want to contact us directly please email recordsrequest@connecthealth.co.uk

Recognition of vulnerability is a key first step in providing equality in care.

Our mandatory training schedule includes Safeguarding and Mental Capacity Act. This training develops skills in identifying/escalating concerns and identifying mental capacity prior to consent, in line with relevant legislation.

Staff Response to Concern About a Child or Adult at Risk

Where cause for concern is raised, our process revolves around the “four R’s”:

  • Recognise concerns
  • Record accurately in the clinical system
  • Respond by contacting duty DSO
  • Referral – the DSO reports to local authority safeguarding team

Bi-annual updates to all clinical and patient-facing administrative teams are additional to mandatory training to reinforce the importance of recognising safeguarding concerns. Here we report to staff any case studies within the Connect Health network as learning opportunities and report changes in safeguarding trends or local/national policy.

We ensure through the Clinical Governance monitoring and quarterly reporting that all relevant staff are trained as above and consistently report 100% compliance.

Safeguarding Adults at Risk Policy

Safeguarding Children Policy

Quality Management Policy Statement

Connect Health was established in 1989 to provide physiotherapy services to both public and private sector customers. With our Head Office based in Newcastle upon Tyne, we provide MSK, Pain & Rheumatology services nationwide.

Quality is important to our business because we value our customers. We strive to provide our customers with products and services which meet and even exceed their expectations. We are committed to continuous improvement and have an established Quality Management System which provides a framework for measuring and improving our performance, we comply with all requirements of the Standard and our stakeholders.

We have the following systems and procedures in place to support us in our aim of providing total customer satisfaction, meeting all regulatory and other requirements made of us, and ensuring continuous improvement, throughout our business:

• Regular gathering and monitoring of customer feedback
• Customer complaints procedure
• Selection and performance monitoring of our colleagues and suppliers, against set criteria
• Training and development for our colleagues
• Regular audit of our internal processes
• Measurable quality objectives, which reflect our business aims, set by Executive Management Team & Senior Management Team on an annual basis
• Assessment and management of risks
• Management review of audit results
• A focus on Continuous Improvement, through ‘lessons learned’ and innovative development

Our internal procedures held in our Quality System are reviewed regularly and are made available to all employees. Training and support on these procedures, is provided where necessary.

This policy, posted on the Company Notice Board, is also accessible to employees through our intranet and can be made available to our customers.

Our Chief Executive Officer (CEO) has ultimate responsibility for quality, with the Head of Quality & Innovation responsible for monitoring compliance across the business. All employees have their own responsibility within their areas of work. Collectively it is everyone’s responsibility to ensure that quality is embedded in everything we do, across the whole of the company.

Download Connect Health’s Quality Management Policy Statement

From 6th April 2017 employers in Great Britain with more than 250 employees are required, by law, to publish their gender pay gap information, covering pay and bonuses. Connect Health has published its figures, and a summary to explain the action we have put in place to reduce the gap.

What is Gender Pay Gap Reporting?

Gender pay gap reporting does not mean that organisations must report on equal pay. Equal pay is about differences in the actual earnings of men and women doing equal work. Connect Health is an equal pay employer.

From 2017 onwards, any UK organisation employing 250 or more employees must publicly report on its gender pay gap in these different ways: the mean and median gender pay gaps; the mean and median gender bonus gaps; the proportion of men and women who received bonuses, and the number of men and women according to quartile pay bands.

The gender pay gap shows the differences in the average earnings between all men and women in an organisation.

The mean (or average) gender pay gap is the difference between the mean hourly rate of pay of male full-pay relevant employees and that of female full-pay relevant employees.

The median (or middle) gender pay gap is the difference between the median hourly rate of pay of male full-pay relevant employees and that of female full-pay employees.

Gender pay gap report 2017

Gender pay gap report 2018

Gender pay gap report 2019

Gender pay gap report 2020

Modern Slavery Statement

Connect Health Group Limited and its subsidiaries are providers of healthcare services and solutions to the NHS and the private sector. We are fully aware of our responsibilities to our patients, colleagues, and service users, and have a zero tolerance towards acts of human trafficking and modern slavery which are unlawful or are a violation of human rights. We assess the risk of modern slavery or human trafficking playing a part in our business as very low.

Our business is United Kingdom based and our 850 employees have all undertaken mandatory training on this subject and we expect all employees to be alert for and report any concerns about slavery and/or human trafficking. We have an Anti-Slavery policy in place.

Access our full Modern Slavery Statement here.

Connect Health’s Commitment Statement to the Accessible Information Standard

NHS England has created the Accessible Information Standard which the NHS and adult social care services are legally obliged to meet. As part of the Accessible Information Standard, Connect Health will do 5 things as set out by NHS England. We will:

  • Ask patients if they have any information or communication needs, and find out how to meet their needs.
  • Record those needs in a set way.
  • Highlight on a patient’s file, so it is clear that they have information or communication needs, and clearly explain how those needs should be met.
  • Share information about a patient’s needs with other NHS and adult social care providers, when they have consent or permission to do so.
  • Make sure that patients get information in an accessible way and communication support if they need it.

 

Accessibility

  • All of our websites/online material use Recite Me software which makes the website not only accessible but useable by all, covering type and size of font, colour theme, screen masks, language, audio and magnification:
    • translation of website material into 100+ languages, including 35 also available in text to speech tool
    • Screen reader function & tools for visually impaired users
    • Reading tools & dictionary provides assistance for users with reading or learning difficulties
    • Styling tools allow users to adjust colours, font type/size and spacing to ensure content is clear and easy to read in a format that works for them
  • All our services use Interpretation services via a number of methods, empowering spoken understanding via video, phone, or a face-to-face interpreter.
  • Closed captions are available for the user to enable on our Connect Health published video content on our website and via patient programme links.

 

Service specific Information

For each of our NHS services, the website details:

  • Services on offer
  • Meet the team – photos and bios
  • Patient guides and information in PDF to download
  • Detailed information about each clinic – full contact information, directions, parking, opening hours, what to do on arrival, additional services, frequently asked questions
  • Patient resources – informative and educational videos, PDFs and links to credible websites

 

If you have any questions, please email: integratedgovernance@connecthealth.co.uk

or contact your local service https://www.connecthealth.co.uk/contact

A Quality Account is a report about the quality of services offered by an NHS healthcare provider. The reports are published annually by each provider, including the independent sector, and are available to the public.

Quality Accounts are an important way for local NHS services to report on quality and show improvements in the services they deliver to local communities and stakeholders.

 

You can view our Annual Quality Accounts for 2020-21 below:

Connect Health

Connect Health Pain Services

1 General information

This privacy notice tells you what to expect us to do with your personal information when you contact us or use one of our services.

This notice is layered. So, if you wish, you can easily select the reason we process your personal information and see what we do with it.

The first part of the notice is information we need to tell everybody.

1.1 Contact details

Connect Health Ltd. is the controller for the information we process, unless otherwise stated.

There are many ways you can contact us, including by phone, email and post. More details about how you can contact us can be seen here.

Our Head Office postal address is:

The Light Box,
Quorum Park,
Benton Lane,
Newcastle upon Tyne,
Tyne and Wear,
NE12 8EU

Our interim Data Protection Officer is Umar Sabat. You can contact him at dpo@connecthealth.co.uk or via our postal address. Please mark the envelope ‘Data Protection Officer’.

 

1.2 How do we get information?

Most of the personal information we process is provided to us directly by you for one of the following reasons:

  • You are an NHS patient, where we provide musculoskeletal services in partnership with the NHS.
  • You are patient of our Occupational Health Physiotherapy Services.
  • You have applied for a job or secondment with us.
  • You have visited our offices or our website.
  • You have attended one of our events.

We may monitor and record communications with you, such as telephone conversations and emails, for quality, training and compliance purposes.

We also receive personal information indirectly, in the following scenarios:

  • You are an NHS patient that has been referred to our services by your GP practice.
  • You are a patient and as part of your treatment you have had an assessment or test at a hospital or specialist.
  • You are a patient and as part of your wider care you are receiving support from other organisations, such as community services, care homes, hospices, social services and housing support.
  • An employee of ours gives us your contact details as an emergency contact or a referee.
  • You are an employee of one of our customers, potential customers, or business partners.

We will only use your personal information for the purpose(s) for which we have obtained it.  We may process your information without your knowledge or consent where this is required by law.

1.3 Sharing your information

We will not share your information with any third parties for the purposes of direct marketing.

We will not transfer any of your information to a separate organisation or individual outside of the EU.

In some limited circumstances we may be legally obliged to share information. For example, under a court order.

We use third parties to provide elements of services for us, such as NHS patient records management systems. We have contracts in place with these third parties. This means that they cannot do anything with your personal information unless we have instructed them to do it. They will not share your personal information with any organisation apart from us. They will hold it securely and retain it for the period we instruct.

1.4 Your information protection rights

Under information protection law, you have rights we need to make you aware of. The rights available to you depend on the reason for processing your information.

  • Right to be informed: organisations must tell individuals what information is being collected, how it’s being used, how long it will be kept and whether it will be shared with any third parties.
  • Right of access: individuals have the right to request a copy of the information that an organisation holds on them.
  • Right of rectification: individuals have the right to correct information that is inaccurate or incomplete.
  • Right to be forgotten: in certain circumstances, individuals can ask for the information an organisation holds on them to be erased from their records.
  • Right of portability: individuals can request that organisation transfer any information that it holds on them to another company.
  • Right to restrict processing: individuals can request that an organisation limits the way it uses personal information.
  • Right to object: individuals have the right to challenge certain types of processing, such as direct marketing.
  • Right related to automated decision-making including profiling: individuals are free to request a review of automated processing if they believe the rules aren’t being followed.

You have the right to obtain information from us as to whether we are processing your personal information and if we are, to request a copy of the personal information we hold about you.  This is known as a ‘Subject Access Request’.  If you wish to make a subject access request, please do this via recordsrequest@connecthealth.co.uk.  You will not have to pay a fee to access your personal information or to exercise any of your other rights. However, we may charge a reasonable fee should your request be clearly unfounded, repetitive or excessive.  We will do our best to respond to your request within 28 days. However if that is not possible due to the number or complexity of requests, we will notify you and keep you updated.

Where you have provided consent for us to process your personal information, please note that you have the right to withdraw this consent at any time.

1.5 Complaints

We aim to meet the highest standards when collecting and using personal information, however if you have any complaints or concerns about any aspect of this privacy policy and the ways in which we obtain, store, manage or destroy personal information, then please contact us via feedback@connecthealth.co.uk.

Alternatively, you can raise an issue, if you feel we have in any way handled your personal information unfairly or inappropriately, with the Information Commissioners Office. Further details on GDPR and information protection laws can also be found at the ICO website.

1.6 Security

The protection of privacy and confidentiality are given the highest priority, with all personal information being collected, held and used in strict compliance with the Data Protection Act 2018 and the General Information Protection Regulations (GDPR) 2018.

Information is retained in secure electronic and paper records and access is restricted to those who need to know.  It is important that your information is kept safe and secure to protect your confidentiality.  There are a number of ways in which your privacy is shielded:

  • By removing your identifying information.
  • By using an independent review process.
  • By adhering to strict contractual conditions.
  • By ensuring strict sharing or processing agreements are in place.
  • By managing who has access to what information (user access controls).

Our staff have a common law and contractual duty of confidentiality to protect your information.

 

 

2 Reason for contacting us

This section of the privacy notice provides information that is specific to your reason for contacting us.

2.1 You are a patient

What information do we hold?

As providers of health care services, we have a legal duty to collect and process information relating to the creation of medical records.

We only hold information that is relevant to your care and treatment. This may include:

  • Basic details such as name, address and contact details.
  • Details of contact we have had with you throughout your treatment with us.
  • Professional information (such as job title, role and duties) if your occupation is relevant to your care and treatment.
  • Details of the services you have accessed.
  • Treatment notes and reports about your health and any treatment you have received.
  • Your feedback and treatment outcome information.
  • Information surrounding complaints and incidents which may have arisen.
  • Recordings of calls, inbound and outbound.
  • Any other personal information we collect in the course of providing our services or in the course of operating our business.

What we do with your information?

We collect personal information about you which will be used to support the delivery of appropriate, high quality care and treatment and provide a medical diagnosis.  For further information about our patient services, please see:

Working with the NHS

Occupational Health Physiotherapy Services

In general, we use your information to provide our services to you, including:

  • To help inform decisions that we make about your care.
  • Ensure your treatment is safe and effective.
  • Record keeping and administration purposes.
  • To safeguard children and vulnerable adults.
  • To plan our services to ensure we can meet future needs.
  • To review care provided to ensure it is of the highest possible standard.
  • To train health care professionals.
  • For research and statistical analysis.
  • Providing you an opportunity to complete a satisfaction survey.
  • Process and respond to complaints, concerns or incidents.
  • Comply with other legal, professional or regulatory obligations imposed on us.
  • Audit our services.

We may use third parties to help provide you with care and treatment. For example, PhysioNow, which is a digital self-assessment tool that helps you rapidly get the best care to manage your symptoms or injury, is powered by EQL’s Phio.

Lawful basis for processing

Although we will always seek your consent for the medical treatment itself, this is entirely separate from our data protection obligations. We rely on the following legal reasons for processing your personal information:

  • Consent: We will tell you how your information will be used and seek your consent, where it can be freely given.
  • Contractual necessity: We will process your personal information when it is necessary to perform a contract. For example, where we provide services to you that are fund by the NHS or your employer.
  • Legal obligation: We will process your personal information when it is necessary to comply with a legal or regulatory obligation (e.g. identity checks, external auditing).
  • Legitimate interests: We will process your personal information when we or a third party have a legitimate interest in processing it (e.g. ensuring our business policies are adhered to or improving our business through research and statistical analysis).  We only process for this reason if the legitimate interest is not overridden by your own interests or fundamental rights or freedoms.
  • Perform a public task: For NHS patients the processing is necessary for the performance of a task carried out in the public interest.

Information pertaining to your health is classified as ‘special category information’.  We will process this information on the basis that it is necessary for medical diagnosis, the provision of health care services and historical research purposes or statistical purposes.

Sharing your health record

We will not disclose any health information to third parties unless there are specific circumstances as outlined below:

  • To provide the best possible care, it may be necessary to share your health information with others. For example, with your GP, a consultant or the hospital which treats you. We will discuss this with you and seek your consent.
  • We will make it clear if we are providing a service as part of multi-agency team or partnership where we may be required to share your health information with the lead organisation.
  • We may need to share limited and more general information as part of the contractual arrangements with the NHS or your employer (if they are funding the treatment).
  • In exceptional situations, we may need to share information without your consent if:

          – it is in the public interest – for example, there is a risk of death or serious harm.
          – there is a legal need to share it – for example, to protect a child under the Children Act 1989.
          – a court order tells us that we must share it.
– there is a legitimate enquiry from the police for information related to a serious crime.

Connect Health will always do its best to notify you of this sharing.

How the NHS and care services use your information

Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care services, important information about you is collected in a patient record for that service. Collecting this information helps to ensure you get the best possible care and treatment.

The information collected about you when you use these services can also be used and provided to other organisations for purposes beyond your individual care, for instance, to help with:

  • improving the quality and standards of care provided.
  • research into the development of new treatments.
  • preventing illness and diseases.
  • monitoring safety.
  • planning services.

This may only take place when there is a clear legal basis to use this information. All these uses help to provide better health and care for you, your family and future generations. Confidential NHS patient information about your health and care is only used like this where allowed by law.

Most of the time, anonymised data is used for research and planning so that you cannot be identified in which case your confidential patient information isn’t needed.

You have a choice about whether you want your confidential NHS patient information to be used in this way. If you are happy with this use of information you do not need to do anything. If you do choose to opt-out your confidential patient information will still be used to support your individual care.

To find out more or to register your choice to opt-out, please visit www.nhs.uk/your-nhs-data-matters.

On this web page you will:

  • See what is meant by confidential patient information.
  • Find examples of when confidential patient information is used for individual care and examples of when it is used for purposes beyond individual care.
  • Find out more about the benefits of sharing data.
  • Understand more about who uses the data.
  • Find out how your data is protected.
  • Be able to access the system to view, set or change your opt-out setting.
  • Find the contact telephone number if you want to know any more or to set/change your opt-out by phone.
  • See the situations where the opt-out will not apply.

You can also find out more about how patient information is used at:

  1. https://www.hra.nhs.uk/information-about-patients/ (which covers health and care research); and
  2. https://understandingpatientdata.org.uk/what-you-need-know (which covers how and why patient information is used, the safeguards and how decisions are made)

You can change your mind about your choice at any time.

How long we hold your health records for

As a Healthcare organisation we have a legal and regulatory obligation for health care records to be kept for a minimum period of time.  We will typically keep your information for a period of 8 years after the end of your care.

2.2 Job applicants

What information do we hold?

We may hold the following types of information when processing your application:

  • Name, address and date of birth.
  • Details of your employment history and qualifications.
  • References.
  • Proof of your identity and right to work.
  • Any other personal information we collect in the course of progressing your application.

What do we do with your information?

Connect Health holds information to assess your suitability for any role you have applied for.

More details about our vacancies can be seen here.

Lawful basis for processing

We rely on the following legal reasons for processing your personal information:

  • Consent: We will process your personal information where you have given your consent.
  • Contractual necessity: We will process your personal information when it is necessary to perform a contract you have entered into or in order to take steps at your request prior to entry into a contract.
  • Legal obligation: We will process your personal information when it is necessary to comply with a legal or regulatory obligation (e.g. right to work checks or to make reasonable adjustments you require under the Equality Act 2010).
  • Legitimate interests: We will process your personal information when we have a legitimate interest in processing it (e.g. arranging interviews or assessments, ensuring our business policies are adhered to or improving our business by monitoring and recording information relating to our recruitment processes).  We only process for this reason if the legitimate interest is not overridden by your own interests or fundamental rights or freedoms.

Additionally, if your application involves more sensitive information, which is classified as ‘special category information’, we may have obligations relating to employment and the safeguarding of your fundamental rights.

How long we keep it

We’ll use all the information you provide during the recruitment process to progress your application with a view to offering you an employment contract with us, or to fulfil legal or regulatory requirements if necessary.

We will only hold information as long as it is necessary for the recruitment processes.

2.3 Visitors to our offices

What information do we hold?

If you visit our offices, we may hold the following types of information about you:

  • Name and contact details if you sign in and out at reception.
  • Closed-circuit television (CCTV) recordings.
  • Device details and activity information if you use our guest WiFi.

What do we do with your information?

We may ask you to sign in and out at reception to help us identify and supervise visitors. Particularly in the event of a fire or emergency.

Some of our offices have guest WiFi and closed-circuit television (CCTV). We need to hold and process limited device and information about your use of the guest WiFi to help us manage and secure our WiFi. We use CCTV systems to help provide safe and secure locations for our patients and staff.

We also provide services from building that we do not directly manage, which may have guest WiFi or CCTV that is not operated by us, so we are not the controller. It will be under the control of the relevant building landlord.

Lawful basis for processing

We rely on the following legal reasons for processing your personal information:

  • Legitimate interests: We will process your personal information when we have a legitimate interest in processing it (e.g. to provide a safe and secure location for our patients and staff and maintain the integrity of our IT systems).

Sharing your visitor information

We would only share your visitor information in exceptional situations. For example, if:

  • it is in the public interest – for example, there is a risk of death or serious harm.
  • a court order tells us that we must share it.
  • there is a legal need to share it – for example, to protect a child under the Children Act 1989.

How long we keep it

We will only hold visitor information as long as it is necessary to provide safe and secure locations for our patients and staff. CCTV recording are typically only held for a few weeks.

 

2.4 Attending an event and marketing

What we do with your information?

If you attend an event, we may ask for information to help us manage the event, such as your name and contact details. We will let you know if an online event may enable other attendees to view your name or contact details.

We maintain a contact list for marketing to business customers and partners, which may contain information such as name, contact details, role and organisation. We may use this information to invite individuals to specific events or to send them information about our services. At any point you can let us know that you no longer wish to receive marketing information.

Lawful basis for processing

We rely on the following legal reasons for processing your personal information:

  • Consent: We will seek your consent where possible.
  • Legitimate interests: We will process your personal information when we have a legitimate interest in processing it. For example, in order to manage events or maintain contact with existing or potential business customers.

How long we keep it

We will only hold event information as long as it is necessary to manage the event or series of events.

We will only hold contact information for marketing purposes whilst they appear current or until an individual has requested that it be deleted. Where an individual has opted out of marketing, we will retain limited information to help ensure that we do not send them further marketing messages.

 

2.5 Visitors to our website

What we do with your information?

This site uses cookies, which are small text files that are placed on your machine to help the site provide a better user experience. The purpose for implementing cookies is to maintain and monitor the performance of our website and to constantly look to improve the site and the services it offers to our users. Please see our Cookie Policy.

We also use analytics, to collect standard internet log information and details of visitor behaviour patterns.

Lawful basis for processing

We rely on the following legal reasons for processing your personal information:

  • Consent: We require your consent for the optional cookies we use.
  • Legitimate interests: We will process your personal information when we have a legitimate interest in processing it. For example, in order to maintain the integrity of our IT systems and the continuity of our business.

How long we keep it

We will only hold visitor information as long as it is necessary to maintain the integrity of our IT systems and the continuity of our business.

 

2.6 Privacy notices

What is a privacy notice?

A privacy notice requires organisations to provide certain information about processing activities. A privacy notice is one way of providing information to individuals who this affects, This is sometimes referred to as a fair processing notice.

  1. Privacy Notice for Patients
  2. Privacy Notice for Suppliers
  3. Privacy Notice CQC

Connect Health is the trade name for Connect Physical Health Centres Ltd

The following sets out the terms and conditions of use of Connect Health’s website and associated online services. It is your responsibility to read and understand these terms which govern your viewing and use of the website and any of Connect Health’s associated online services.

If you do not agree with these terms and conditions, then please do not use Connect Health’s website or online services.

Information & Advice

Connect Health will not be liable for any personal injury, damage, harm or loss, physical or financial, direct or consequential, as a result of individuals accessing this site.

Connect Health shall not have any liability for any loss or damage arising out of the use of or reliance on the information and advice provided including specific exercises, advice on conditions or similar information, exercises and advice provided by other parties with links to/from this site.

Modifications

Connect Health reserve the right to make changes or corrections, alter, suspend or discontinue any aspect of the website, the content or services or products available through it, including your access to it. Unless explicitly stated to the contrary, any new features including new content, our provision of new products and services, or resources shall be subject to these terms and conditions.

Warranties

Whilst we have taken all reasonable care to ensure that the information and material contained on the website is accurate at the time of last revision, no representation or warranty, express or implied, is made as to its accuracy, completeness or that it remains up to date.

You understand that we do not control or endorse content published on the site, which is supplied by or quotes the source of specific content from third parties. All such content, which is offered by third parties that are not affiliated with Connect Health or otherwise connected with us, is published in good faith. We do not in any circumstances accept responsibility for the accuracy or otherwise of such content published or used.

Liability

To the fullest extent permitted by applicable law, we accept no liability for any loss or damage of any nature whatsoever and howsoever arising out of or in connection with the viewing, use of performance of the website or its contents whether due to inaccuracy, error, omission or any other cause arising directly or indirectly from the use of the information or material contained on, or services offered by, this site and whether our part of the part of our servants, agents or any other person or entity.

It is your responsibility to ensure that your computer system meets all relevant technical specifications necessary to use the website and is compatible with the website. Connect Health cannot, and do not, guarantee or warrant that any material available for downloading from the website will be free from infection, viruses and/or other code that has contaminating or destructive properties. You are responsible for taking sufficient precautions and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the accuracy of data input and output and the inherent risks in using the internet. Connect Health accepts no responsibility for any loss you may suffer as a result of accessing or downloading information from this site.

Copyright

You are entitled to view copy and print documents from this site solely for your own non-commercial use, provided that you do not remove any copyright or other proprietary notices.
You may not sell, publish, reproduce, sub-license, assign, modify or change any portion of this website or any content and information contained within this site without our prior written consent.

Links

Should you leave this site via a link contained in this site and view content that is not provided by Connect Health, you shall do so at your own risk. We provide links only as a convenience and without liability. The ability to link to another website does not mean that we endorse or guarantee such site, site sponsor or site content. In addition, be aware that when you leave this website you will be subject to the terms and conditions of use of the websites you are visiting.

Privacy Policy

Connect Health has a Privacy Policy in place. You should read this policy carefully to understand how we will deal with any information or data you provide via this website.

Terms and Conditions of Purchase

Cookie Policy

This site uses cookies – small text files that are placed on your machine to help the site provide a better user experience. In general, cookies are used to retain user preferences, store information for things like shopping carts, and provide anonymised tracking data to third party applications like Google Analytics. As a rule, cookies will make your browsing experience better. However, you may prefer to disable cookies on this site and on others. The most effective way to do this is to disable cookies in your browser. We suggest consulting the Help section of your browser or taking a look at the About Cookies website which offers guidance for all modern browsers

Digital Health – Physitrack

Connect Health currently uses Physitrack, a web and iOS-based exercise app that allows clinicians to engage with patients around high-quality exercises and patient information, throughout the UK.

Read the full Physitrack Privacy Policy here

PhysioNow® (powered by Phio)

Connect Health currently uses PhysioNow, a digital self-assessment tool that helps you rapidly get the best care to manage your symptoms or injury, across many of its NHS services in the UK.

Developed using our clinical expertise, PhysioNow allows you to begin your care journey with us, at your convenience. Everything Phio collects is reviewed by a qualified health care professional who will understand which kind of care you require.

Phio is a platform developed by EQL, please refer to their privacy policy for specific terms of data use.

Read the full Phio Privacy Policy from EQL here