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Privacy Policy


Effective from: January 2026

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At LMH Optimal Therapy, we are committed to protecting the privacy and security of our patients and website users. This Privacy Policy outlines how we collect, use, store, and protect your personal information in accordance with the General Data Protection Regulation (GDPR). 

1. Information We Collect

We may collect the following types of personal information:

  • Identity and contact information: Name, email address, phone number, address.

  • Health-related information: Health history, symptoms, treatments, and insurance details (HIPAA-covered).

  • Technical data: IP address, browser type, usage patterns (from our website).

2. How We Use Your Information

We use your personal data for the following purposes:

  • Scheduling appointments and providing therapy or chiropractic care

  • Communicating important updates about your care

  • Sending appointment reminders or service follow-ups

  • With your consent, sending marketing offers or newsletters

  • Maintaining internal medical and business records

  • Improving our website and user experience

3. Legal Basis for Processing (GDPR)

We rely on one or more of the following legal bases to process your data:

  • Your explicit consent

  • Performance of a contract (e.g., providing booked services)

  • Legal obligation (e.g., medical record-keeping)

  • Legitimate interest, where it doesn’t override your rights

4. Sharing of Information

We do not sell your personal information. We may share your data:

  • With healthcare providers and staff within LMH Optimal Therapy

  • With insurers or third-party billing services 

  • With service providers like our booking or email platforms

  • If required by law or public health authorities

5. Data Security

We implement appropriate technical and organisational safeguards to protect your information, including encryption, secure storage, and limited access by authorised staff only.

6. Your Rights (GDPR)

If you are in the EU or UK, you have the right to:

  • Access, correct, or delete your data

  • Withdraw consent at any time

  • Restrict or object to data processing

  • File a complaint with a supervisory authority

To exercise your rights, contact us at: contact@lmhoptimaltherapy.co.uk

7. Retention of Data

We retain your personal data only as long as necessary to fulfil the purposes outlined in this policy, or as required by medical record laws.

8. Cookies and Website Analytics

Our website may use cookies and analytics tools to improve performance. You can manage your preferences through your browser settings.

 9. Contact Us

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Complaints Procedure


Effective from: January 2026
Applies to: All services and staff

Our Commitment

We are committed to providing high-quality, safe, and respectful care.
We welcome feedback and take complaints seriously as an opportunity to improve our service.

Making a complaint will not affect your care.

 

How to Make a Complaint

If you are unhappy with any aspect of your care or service, you can raise your concern:

  • In person – speak to reception or your practitioner

  • By email – lauren@lmhoptimaltherapy.co.uk

  • In writing – addressed to the Clinic Manager / Lead Clinician

You do not need to put your complaint in a particular format.

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What Will Happen Next

  1. Acknowledgement

    • We will acknowledge your complaint within 3 working days

  2. Investigation

    • Your complaint will be reviewed by the Clinic Manager or Lead Clinician

    • We may contact you for clarification if needed

  3. Response

    • We aim to provide a full response within 14 working days

    • If more time is needed, we will keep you informed

 

If You Are Not Satisfied

If you remain unhappy after receiving our response, you may escalate your complaint externally.

Depending on the practitioner involved, this may include:

  • Chiropractors – General Chiropractic Council (GCC)

  • Sports Therapists / Sports Massage Therapists – their relevant professional body (e.g. BASRaT, SMA, CNHC, FHT)

  • We can provide details on request.

 

Confidentiality

All complaints are handled sensitively and confidentially.
Records are kept securely and in line with data protection requirements.

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Learning & Improvement

Complaints and feedback are reviewed to help improve our services and standards of care.

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If you have any questions about the Privacy Policy or Complaints procedure, you can contact:

LMH Optimal Therapy
Email: contact@lmhoptimaltherapy.co.uk
Phone: 07861160799

 

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