Who we are
Vale Health Clinic, 31–33 Vale Road, Tunbridge Wells, Kent TN1 1BS, is the “data controller” for the personal information described in this policy.
Vale Health Clinic is a trading name of Tunbridge Wells Chiropractic Clinic Limited, registered in England and Wales (company number 09726612). Registered office: 1st Floor, 31–33 Vale Road, Tunbridge Wells, Kent TN1 1BS. We are registered with the Information Commissioner’s Office (ICO), registration number ZA395153.
Questions about this policy: info@valehealthclinic.co.uk or 01892 543029.
Information we collect
- Details you give us: when you fill in a form on our website, book an appointment, or call or email us, we collect your name, email address, phone number and anything you choose to tell us.
- Health information: your message may include information about your health. This is a “special category” of personal data, and we treat it with extra care. Please only tell us what we need to reply; we can talk about your health in full at your appointment.
- Website information: if you agree to analytics cookies, we collect information about how you use our website, such as the pages you visit and how you arrived. See Cookies below.
How we use your information
| What we do | Our lawful basis |
|---|---|
| Reply to enquiries and call-back requests | Our legitimate interest in responding to people who contact us |
| Book and manage your appointments | To take steps at your request before providing care, and to provide it |
| Use health information you send us to deal with your enquiry or care | Providing health care (UK GDPR Article 9(2)(h)) |
| Send appointment reminders and service messages | Providing the care you have booked |
| Understand how our website is used (analytics) | Your consent, through our cookie settings |
| Measure the results of our Google advertising | Your consent, through our cookie settings |
We do not sell, rent or trade your information, and we do not send you marketing unless you have agreed to it.
Who we share it with
We use trusted service providers who process information on our behalf, under contracts that require them to keep it secure:
- Cloudflare, which hosts our website, processes the messages sent through our website forms, and runs Turnstile, a check on our forms that helps tell people from automated spam. Turnstile looks at technical information about your browser and device; it does not use advertising cookies.
- Brevo (Sendinblue SAS, France), which delivers website form messages to our inbox.
- Cliniko, our patient management and online booking system. Online payments, where taken, are processed by Stripe; we don’t see or store your card details.
- Google, for website analytics and advertising measurement (only if you agree), and for maps if you choose to load one.
- YouTube (Google), if you choose to play a video on our website.
- Our professional advisers, insurers and regulators, or the police, where the law requires or allows us to share information.
Some of these providers may process information outside the UK, including in the United States. Where this happens, we rely on the safeguards required by UK data protection law, such as the UK–US data bridge or standard contractual clauses.
Cookies
Cookies are small files stored on your device. When you first visit our website, we ask whether you agree to analytics and advertising cookies. You can change your choice at any time using the cookie settings link at the bottom of each page.
| Type | Provider | Purpose | Used |
|---|---|---|---|
| Essential | Vale Health Clinic | Remember your cookie choice | Always |
| Analytics | Google Analytics | Count visits and see how the website is used | Only if you agree |
| Advertising | Google Ads | Measure whether our adverts lead to enquiries | Only if you agree |
| Maps | Google Maps | Show our location | Only if you choose to load the map |
| Videos | YouTube | Play patient and clinician videos | Only if you choose to play a video |
We use Google’s “consent mode”. If you don’t agree to analytics or advertising cookies, no cookies are stored on your device for these purposes, but Google may still receive limited information without cookies, such as that a page was viewed or a booking button was clicked. This helps us measure our advertising in total, and isn’t used to identify you.
Choosing not to allow cookies won’t stop you contacting us or booking an appointment.
How long we keep your information
- Website enquiries that don’t lead to an appointment: 12 months, then deleted.
- Patient records: at least 8 years after your last appointment for adults. For children, until their 25th birthday, or 8 years after their last appointment if that is later. This follows UK guidance for health records.
- Analytics data: 14 months.
Your rights
Under UK data protection law, you have the right to:
- ask for a copy of the information we hold about you
- ask us to correct information that is wrong or incomplete
- ask us to delete your information, or limit how we use it, in some circumstances
- object to us using your information on the basis of our legitimate interests
- withdraw your consent at any time, where we rely on consent (for example, for cookies)
- ask us to transfer your information to another organisation, in some circumstances
To use any of these rights, email info@valehealthclinic.co.uk or call 01892 543029. We will reply within one month.
If you’re unhappy with how we’ve handled your information, please tell us first so we can put it right. You can also complain to the Information Commissioner’s Office: ico.org.uk, 0303 123 1113.
Keeping your information safe
We use administrative, technical and physical measures to protect your information. No method of sending information over the internet is completely secure, so please don’t send detailed medical information through our website forms or by email.
Children
Our website isn’t intended for children under 13, and we don’t knowingly collect information from them online. Appointments for children are made by a parent or guardian.
Changes to this policy
We may update this policy, for example when our website, services or the law change. The date at the top shows when it was last updated.
Contact us
If you have any questions about this policy or how we use your information, email info@valehealthclinic.co.uk, call 01892 543029, or write to Vale Health Clinic, 31–33 Vale Road, Tunbridge Wells, Kent TN1 1BS.