Privacy Policy for LiveWell Health
At LiveWell Health, we are committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, store, and protect your personal data, including sensitive health information, in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
This policy applies to all individuals who interact with LiveWell Health across all service environments, including:
- Domestic clients attending clinics or receiving in home services
- Corporate employees participating in workplace wellbeing services
- Event attendees and participants receiving treatments at sporting, public or private events
- Athletes and individuals receiving recovery or injury support services
By using our services, you agree to the terms outlined in this policy.
1. Information We Collect
Personal Information
We may collect:
- Full name
- Contact details, including email, phone number and address
- Date of birth
- Emergency contact details
- Payment and billing information
Special Category Data (Health Information)
As part of delivering clinical and wellbeing services, we may collect:
- Physiotherapy and treatment notes
- Medical history and injury details
- Assessment findings and rehabilitation plans
- Blood test results and health screening data
- Height, weight, BMI and other health metrics
- Scans, reports, and uploaded medical documents
This data is classified as special category data and is processed with enhanced protection.
Event and Corporate Context Data
Depending on the setting, we may also collect:
- Employer or organisation name
- Job role or department (for workplace wellbeing programmes)
- Event participation details or booking references
Usage and Technical Data
- IP address
- Device type and browser
- Website usage behaviour
- CRM and booking system interactions
Cookies and Tracking
We use cookies and similar technologies to improve functionality, analytics and marketing. Preferences can be managed via browser settings.
2. Legal Basis for Processing
We process your data under the following lawful bases:
- Contractual necessity , to deliver booked services
- Legitimate interests , to manage operations and improve services
- Consent , for marketing and certain health data processing where required
- Legal obligation , for regulatory and financial compliance
- Provision of healthcare , for processing health data under Article 9(2)(h) UK GDPR
3. How We Use Your Information
We use your data to:
- Deliver treatments, rehabilitation, and wellbeing services
- Maintain accurate clinical and treatment records
- Ensure continuity of care across our practitioner team
- Manage bookings, appointments, and payments
- Deliver corporate wellbeing programmes and event services
- Provide safe and appropriate care in fast paced environments such as events
- Communicate appointment details and service updates
- Improve our services, systems, and user experience
- Send marketing communications where consent has been provided
4. Clinical Data and Confidentiality
All clinical and health related information is handled under strict confidentiality standards.
- Clinical records may be shared internally between qualified practitioners to support safe and effective treatment
- In event or corporate environments, only relevant information necessary for safe delivery of care is accessed
- All practitioners operate under professional, ethical, and data protection obligations
- Clinical data is securely stored within our CRM and record management systems
5. Information Sharing and Disclosure
We may share your data with:
Trusted Service Providers
- CRM and booking system providers
- Payment processors
- IT infrastructure and cloud storage providers
- Marketing and communication platforms
All third parties are bound by Data Processing Agreements and UK GDPR requirements.
Corporate Clients and Event Organisers
Where services are delivered on behalf of an employer or event:
- We may share anonymised or aggregated data for reporting purposes
- Personal or medical data is never shared without explicit consent, unless legally required
Healthcare and Referral Partners
With your consent where appropriate:
- GPs or healthcare professionals
- Referral partners
Legal and Regulatory Disclosure
We may disclose information where required by law or to protect individuals or the business.
Business Transfers
Data may be transferred in the event of a merger or sale, under strict confidentiality obligations.
6. Data Retention
We retain data only as necessary:
- Clinical records , minimum of 7 years
- Children’s records , retained until age 25
- Financial records , 6 years for HMRC compliance
- Event and corporate data , retained only as required for reporting and audit purposes
- Marketing data , until consent is withdrawn
7. Your Rights
You have the right to:
- Access your personal data
- Correct inaccurate information
- Request deletion where applicable
- Restrict or object to processing
- Request data portability
- Withdraw consent at any time
- Lodge a complaint with the Information Commissioner's Office
Requests can be made via info@livewellhealth.co.uk.
8. Data Security
We implement strong security measures, including:
- Encrypted systems and secure servers
- Role based access within our CRM
- Secure storage of clinical and personal data
- Controlled access in event and corporate environments
- Ongoing staff training in confidentiality and data protection
9. Data Breaches
In the event of a breach:
- Immediate investigation and containment
- Notification to affected individuals where required
- Reporting to the ICO within legal timeframes
10. Children’s Data
We provide services to individuals under 18 with parental or guardian consent. Additional safeguards are in place for handling children's data.
11. International Data Transfers
Where data is transferred outside the UK:
- Appropriate safeguards are implemented
- This includes adequacy decisions or Standard Contractual Clauses
12. Automated Systems and CRM
Our CRM systems may be used to:
- Manage bookings and scheduling
- Store clinical records and documents
- Send reminders and follow ups
- Support service delivery across clinic, corporate and event settings
No automated decisions are made that significantly affect individuals without human oversight.
13. Updates to This Policy
We may update this policy periodically. The latest version will always be available via our website.
10. Contact us:
If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us at info@livewellhealth.co.uk or by using our contact form / page.
This Privacy Policy was last updated on 30/03/2026.