Privacy Policy

1. Who We Are

Optimal Physio is a physiotherapy services provider based at 11 Mearns Road, Clarkston, Glasgow, G76 7ER. We are the data controller responsible for your personal information.

Contact us: [email protected]  |  0333 301 0205

2. Information We Collect

Information you provide directly

• Name, email address, and phone number when creating an account
• Date of birth and gender (for clinical purposes)
• Health and medical information relevant to your physiotherapy care
• Messages and communications sent through the app
• Feedback, survey responses, and support queries

Information collected automatically

• Device identifiers and operating system information
• App usage data and feature interactions
• Crash reports and diagnostic data
• IP address and approximate location (city level)

3. How We Use Your Information

We use your personal information to:

• Provide, manage and improve our physiotherapy services and app
• Facilitate appointment bookings and communications with your physiotherapist
• Deliver and update personalised rehabilitation programmes
• Send appointment reminders and service-related notifications
• Respond to your support queries and communications
• Ensure the safety and security of our app and services
• Comply with applicable legal and regulatory obligations
• Conduct anonymised analytics to improve app performance

We do not use your personal information for unsolicited marketing without your explicit consent.

4. Legal Basis for Processing

Under UK GDPR, we process your personal data on the following legal bases:

• Contract performance — to deliver the services you have requested
• Legitimate interests — to improve our services and ensure security
• Legal obligation — to comply with applicable law
• Consent — where we have specifically requested and obtained your agreement
• Vital interests — in emergency healthcare situations

For special category health data, we rely on explicit consent and the provision of healthcare as our legal bases.

5. Sharing Your Information

We do not sell your personal data to third parties. We may share your information with:

• Your treating physiotherapist(s) — directly involved in your care
• Trusted service providers — operating under strict data processing agreements
• Regulatory bodies — where required by law (e.g. HCPC, ICO)
• Emergency services — where there is an immediate risk to life

6. Data Retention

We retain your personal data for as long as necessary to provide our services and comply with legal obligations. Clinical health records are retained for a minimum of 8 years in accordance with NHS guidelines. Account data is deleted within 90 days of account closure upon request.

7. Your Rights

Under UK GDPR you have the right to access, rectify, erase, restrict, port, and object to the processing of your personal data, and to withdraw consent at any time. To exercise any of these rights, contact us at [email protected]. You may also lodge a complaint with the Information Commissioner's Office at ico.org.uk.

8. Cookies

The Optimal Physio app uses minimal local storage for session management and app functionality. We do not use third-party advertising cookies.

9. Security

We implement appropriate technical and organisational measures to protect your personal data, including encrypted data transmission (TLS), access controls, and regular security reviews.

10. Children's Privacy

Our services are not directed at children under the age of 13. We do not knowingly collect personal information from children under 13 without verifiable parental consent.

11. Changes to This Policy

We may update this Privacy Policy from time to time and will notify you of material changes via the app or by email. The date at the top of this page reflects when the policy was last revised.

12. Contact Us

For questions about this Privacy Policy or your personal data:

• Email: [email protected]
• Phone: 0333 301 0205
• Post: Optimal Physio, 11 Mearns Road, Clarkston, Glasgow, G76 7ER