You’ve Got Questions - I’ve Got Answers
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Should I expect any side effects after treatment?
You may feel tender after your treatment. However, if you are concerned or are experiencing any sickness or dizziness, please give us a call on 01784 462821.
What is your cancellation policy?
Whilst we appreciate that sometimes priorities can change, we do require 24 hours’ notice to cancel or reschedule your appointment. Cancellations without 24 hours’ notice will incur a cancellation fee. Please note, if you are wanting to cancel your appointment outside of our opening hours please email to avoid the cancellation fee.
What is your lateness policy?
Please arrive on time for your appointment as we will not be able to extend treatment times if you arrive late. If you arrive more than 15 minutes late for an appointment, it will be marked as a missed appointment.
How do I know what treatment I need?
If you are unsure, please call reception for guidance. We can also put you in touch with a practitioner who can answer your questions in more detail.
Can I use my insurance cover?
Alan Burke is registered with all major insurance companies; however we only invoice a few directly. Please give us a call to check whether we’d be able to invoice your insurer directly or see our prices page. If we are unable to claim directly, we will provide you with an invoice in order for you to claim reimbursement.
What treatments do you offer?
We specialise in manual treatments based on osteopathic assessment and treatment.
Do you accept referrals?
We work as part of a network with other health professionals and many of our patients are referred to us from other private health care facilities as well as the NHS.
Our doors are always open to new patients so a referral is not necessary in order to be treated by us; however a referral can sometimes help us to address your needs in a shorter time span.
Whether you are referred or not, we would always recommend bringing any tests results you have relating to your concern to your appointment in order to give your practitioner as clear a picture as possible.
Will I have to get undressed? What should I wear?
We would suggest that you wear clothing that you can move easily in, as your practitioner may want to assess you in motion.
Please be aware that, dependent on the issue, you may be asked to remove some items of clothing.
If you remove any jewellery or items of clothing during your treatment, please ensure that you take your belongings with you at the end of your appointment as we cannot be held responsible for lost property.
What if you are unable to help me?
We focus on continuity of care, so we will advise you on the best course of action for your needs during and after treatment, even if this means referring you elsewhere.
We also co-ordinate with other health care professions so we can refer you to another clinic or hospital if necessary.
(Why we collect your personal data and what we do with it)
When you supply your personal details to this clinic they are stored and processed for 4 reasons (the bits in bold are the
relevant terms used in the Data protection Act 2018, which includes the General Data Protection Regulation – ie the law):
1. We need to collect personal information about your health in order to provide you with the best possible
treatment. Your requesting treatment and our agreement to provide that care constitutes a contract. You can,
of course, refuse to provide the information, but if you were to do that we would not be able to provide treatment.
2. We have a “Legitimate Interest” in collecting that information, because without it we couldn’t do our job
effectively and safely.
3. We also think that it is important that we can contact you in order to confirm your appointments with us or to
update you on matters related to your medical care. This again constitutes “Legitimate Interest”, but this time it
is your legitimate interest.
4. Provided we have your consent, we may occasionally send you general health information in the form of
articles, advice or newsletters. You may withdraw this consent at any time – just let us know by any convenient
We have a legal obligationto retain your records for 8 years after your most recent appointment (or age 25, if this is
longer), but after this period you can ask us to delete your records if you wish. Otherwise, we will retain your records
indefinitely in order that we can provide you with the best possible care should you need to see us at some future date.
Your records are stored:
on paper, in locked filing cabinets, and the offices are always locked and alarmed out of working hours,
electronically (“in the cloud”), using a specialist medical records service. This provider has given us their
assurances that they are fully compliant with the General Data Protection Regulations. Access to this data is
password protected, and the passwords are changed regularly.
on our office computers. These are password-protected, backed up regularly, and the office(s) are locked and
alarmed out of working hours.
We will never share your data with anyone who does not need access without your written consent. Only the following
people/agencies will have routine access to your data:
• The medical records service who store and process our files
• Your practitioner(s) in order that they can provide you with treatment
• Our reception staff, because they organise our practitioners’ diaries, and coordinate appointments and
reminders (but they do not have access to your medical history or sensitive personal information)
• Other administrative staff, such as our bookkeeper. Again, administrative staff will not have access to your
medical notes, just your essential contact details.
• We also use Mailchimp to coordinate our messages, so your name and email address may be saved on their
From time to time, we may have to employ consultants to perform tasks which might give them access to your personal
data (but not your medical notes). We will ensure that they are fully aware that they must treat that information as
confidential, and we will ensure that they sign a non-disclosure agreement.
You have the right to see what personal data of yours we hold, and you can also ask us to correct any factual errors.
Provided the legal minimum period has elapsed, you can also ask us to erase your records.
We want you to be absolutely confident that we are treating your personal data responsibly, and that we are doing
everything we can to make sure that the only people who can access that data have a genuine need to do so.
Of course, if you feel that we are mishandling your personal data in some way, you have the right to complain.
Complaints need to be sent to what is referred to in the jargon as the “Data Controller”. Here are the details you need
91 Ashford Road, Laleham, Staines TW18 1RX.
If you are not satisfied with our response, then you have the right to raise the matter with the Information