Who are we:

Our website address is: https://marshphysioplus.co.uk

Terms of Booking

All bookings made with Marsh Physio Plus are subject to the following terms. If you have any questions or concerns, please contact us.

Cancellation Policy

If you need to amend or cancel your booking, please give us 24 hours minimum notice to avoid being charged the full cost of your treatment. We understand that life is sometimes unpredictable but if we cannot fill your appointment, we lose income. We send you text and email reminders to help you stay organised and give discretion in circumstances of personal emergencies or illness.

Payment

We will invoice you directly after your treatment and expect online payment via BACS within 14 days. In some circumstances of online booking, you may be asked to complete payment upfront. We can accept card payments and cheques if that’s the only option, but this is not our preference.

Private Medical Insurance

There are many insurance companies now, all with different levels of cover and different policy allowances. We ask you to contact your insurer prior to making a booking with us to make sure you know what you can claim back.

Although your medical insurer may tell you that we can invoice them directly this is not our preferred option – we ask you to settle directly with us and we will provide you with all information including payment receipts to then send through to claim back from your health insurer.

Please talk with us if you need any clarification.

Special Offers

We sometimes offer discounts and packages and reserve the right to cancel or amend at any time.

Google reCAPTCHA

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

COOKIES

To enable us to monitor and improve the website, we may gather certain information about you when you use it, including details of your operating system, browser version, domain name and IP address, and the details of the website you came from.

MarshPhysioPlus.co.uk uses cookies. Cookies are small files that are placed on your computer by your browser which allow us to remember you each time you visit. Cookies contain no personal details about you and they can be disabled by changing your browser preferences. Google Analytics is also used to track website trends without identifying individual visitors. The cookie used by Google Analytics stores information such as what time the current visit occurred, whether the visitor has been to the site before, and what site referred the visitor to marshphysioplus.co.uk.

When using MarshPhysioPlus.co.uk website you consent to the collection and use of this information.  If you do not wish to have this information collected please change your computer’s security settings to block cookies.  However, blocking cookies may restrict access to the website.

You may change your Cookie Preferences by clicking here: Cookie settings

PRIVACY

Why do we collect personal information about you?

Marsh Physio Plus collects personal information about you to inform you about, and provide you with services, to deal with any enquiries you may have about them and to improve and develop these and the site for the future.

Marsh Physio Plus collects the following types of personal information about you:

~ Identity data – Forename and surname, Company name (if relevant), gender, marital and family status (if you make this known to us in our dealings), birth date, medical information.

~ Contact data – E-mail address, Telephone number, Address, Delivery name and address

~ Transaction data – Details of the Marsh Physio Plus products or service you have purchased from us and information about whether or not payment has been made

~ Profile data such as purchases made or services booked by you, your interests and preferences and any feedback and survey responses

~ Marketing and communications data such as your preferences in receiving marketing from us and your communication preferences

Depending on your settings or the privacy policies for other online services, you may give us permission to obtain information from your account with those other services.  For example, if you are using the site on your mobile, you may choose to provide us with location data.  The information we obtain from those services does depend on your settings for that service or their privacy policies.  So you should always regularly check what those are.

How do we receive personal information about you?

Marsh Physio Plus receives this personal information about you when you contact us directly or via email or telephone or visit the Marsh Physio Plus website to request to purchase a product or service, to make a general enquiry, to book an appointment, to provide us with feedback or to request marketing information.

How do we use Personal Information about you?

We will only use your personal data when the law allows us to – where we need to perform a contract with you, where necessary for our legitimate interests where those do not override your interests and rights, for legal compliance and where none of those apply, with your consent.

Marsh Physio Plus uses personal information about you:

~ to identify who you are when you contact us

~ to provide you with the Marsh Physio Plus products or services you have requested (and note we may not be able to perform a contract to provide products or services if you fail to provide certain of the information requested)

~ to ensure payment for Marsh Physio Plus products or services purchased and to prevent or detect fraud

~ to understand what Marsh Physio Plus products or services you may be interested in

~ to contact you regarding your Marsh Physio Plus products or services to provide you with e-receipts, to answer your general enquiries or to administer warranty claims or product safety related communications

~ to contact you regarding your Marsh Physio Plus services to update you regarding your bookings

~ to improve Marsh Physio Plus products or services and to carry out customer surveys

~ to resolve complaints or issues you may have with a Marsh Physio Plus product or service

~ to send you marketing information about Marsh Physio Plus products or services or general Marsh Physio Plus news that you may be interested in, if you have opted into receiving this service

~ to invite you to Marsh Physio Plus events you may be interested in

~ to improve our customer relationship with you

How will we contact you?

Marsh Physio Plus may contact you by post, telephone, email and/or text message, unless you have told us not to.

TREATMENT PRIVACY

When you fill out any of our paperwork, we store your information on our password protected record system. When paperwork has been entered onto this system, it is then shredded. We collect this information to ensure we are carrying out safe, risk-assessed treatment. We may also use this information when contacting your General Practitioner, Consultant, Surgeon or other medical practitioner. We will always ask your permission before doing this.

Every so often, we may use your email address to send you offers or newsletters. These will always be relevant to our healthcare services and we only send information we believe to be beneficial to you. You will always have the option to unsubscribe from these emails.

Clinical Notes

We use a hosted system called ‘Jane’ to book appointments and store patients’ records.

Jane uses the same level of encryption your bank uses to protect financial transactions. When you enter data into Jane, it’s stored securely, backed up regularly, and never shared.

Jane Uses private servers in SOC 2 Type 2 geographically secure data centres
which are backed up regularly to secondary servers so your data is never at risk.  For further information see Jane’s security and reliability statements.

Jane  acts as our data processor, i.e. they store data only and have no decision making in changing or editing your data – Marsh Physio Plus is the data controller.

As with form-based information, any medical notes completed by a practitioner after any appointment will be entered on to our password protected record system. No one will have access to these notes apart from a member of staff at Marsh Physio Plus, and any medical persons given permission by you to access them.

This includes the reception team, your personal practitioner and all other practitioners. They cannot be accessed by anybody else. Paperwork awaiting entry onto our system is locked away securely until shredded. All computers and phones are locked away when the clinic is closed.

Please note that we may, in some cases, need to disclose details provided by you to police/other enforcement agencies to assist with investigations when required to do so, by law.

We take every precaution to ensure that your personal information is safe and secure, and only used for its intended purpose as described in this policy.

Retention Policy

Initially medical records will be retained for eight years from the last treatment date for adults and up to the age of 25 years old for children (under 18) in order to meet professional healthcare record management guidance as set out by the Chartered Society of Physiotherapy. However we will keep medical records indefinitely unless you ask us to destroy them, in which case, they will be destroyed immediately. Please contact us in writing/email to do so.

Data Storage

All data is held within the UK.

Your rights under GDPR

• The right to be informed
• The right of access
• The right to rectification
• The right to erasure
• The right to restrict processing
• The right to data portability
• The right to object
• Rights in relation to automated decision making and profiling

If you have any questions about the protection of your data, please e-mail us at hello@mpplus.co.uk

We will make every effort to respond to any query in a satisfactory way.

AI POLICY

Marsh Physio Plus uses approved AI-assisted tools to support clinical documentation and reduce administrative workload, helping our clinicians spend more time focused on your care. AI is used to assist, not replace, professional judgement and clinicians remain responsible for reviewing and finalising all clinical records. Our Artificial Intelligence (AI) Policy explains how these tools are used, how your information is protected and your choices around AI-assisted note-taking. Read the full policy HERE.

MARKETING & NEWS

Our ‘sign-up forms’, both electronic and physical, are designed to ensure the user understands that they are signing up to communications which will include news from Marsh Physio Plus, and marketing campaigns. By signing up to the Marsh Physio Plus Database, individuals are agreeing that we have a lawful basis for collecting and processing personal data. Unless otherwise instructed we will hold this information for ten years, at which point you may be contacted to reconfirm your subscription.

By the definitions of GDPR Marsh Physio Plus is the ‘controller’ of your data, the organisation MailChimp is the ‘processor’ of your data. Subscribers personal details will be transferred to MailChimp, the applicable activities performed by MailChimp are: data collection through electronic sign up forms, storage of personal data in distribution lists and the transfer of personal data to certain of MailChimp’s sub-processors, who perform critical support for their services. Mailchimp’s servers and offices are located in the United States, so your information may be transferred to, stored, or processed in the United States. The legal ground for transferring personal data set out in the GDPR allows for an ‘adequacy decision’ – a decision by the European Commission that an adequate level of protection exists for personal data in the country, territory or organisation to which it is being transferred. A ‘Privacy Shield’ framework is one such example. MailChimp participates in and has certified its compliance with the EU-U.S. Privacy Shield Framework and the Swiss-U.S Privacy Shield Framework. They are committed to subjecting all Personal Information received from European Union (EU) member countries and Switzerland, respectively, in reliance on each Privacy Shield Framework, to the Framework’s applicable Principles.

GDPR also stipulates an individual’s ‘right to be forgotten’. To this end if you do not wish to receive any further emails from us please use the “unsubscribe” link found in all email communications. Alternatively send your unsubscribe request to hello@mpplus.co.uk.

Please allow a few days for the request to process.

For the avoidance of doubt, Marsh Physio Plus will not pass data to any third parties except to enable you to receive information you have requested to be sent to you by post or email.

Our site may link to other websites and we are not responsible for their data policies or procedures or their content.

If you are concerned about how your data is stored please contact us by email for further information; if you are not satisfied with our response you have the right to complain to the Information Commissioners Office (ICO)
ICO Wycliffe House, Water Lane, Wilmslow, SK9 5AF Telephone +44 (0) 303 123 1113 or email

May 2018 (reviewed June 2020, August 2021, November 2024, April 2026, August 2026)