OUR THERAPY TERMS & CONDITIONS

PAYMENTS

Payment will be taken around 48 hours in advance of your appointment from the credit or debit card you provided us upon registering, unless an alternative prior arrangement has been made in writing.  If this is the case we also accept payment by bank transfer, cheque or paypal.  Payments should be received within a maximum of 30 days from the session date as beyond this time we reserve the right to instruct an outside agency to collect outstanding fees on our behalf or to refer the debt for County Court Judgement.  You should be aware in this situation that you may be charged additional costs to your original fees.  For example (but not limited to), legal fees, court fees or debt collection agency fees.

APPOINTMENT CANCELLATION, NON-ATTENDANCE OR REARRANGEMENT

In order to ensure swift and fair access to our services for all of our clients, we ask for at least 48 hours notice if you wish to cancel or rearrange an appointment with us.  Within 48 hours of the appointment the full fee for the appointment will still be charged.  This also applies to non-attended appointments.

Please be aware that if you are accessing treatment via a health insurance policy that many policies state that if appointments are non-attended, cancelled or rearranged within our 48 hour window that you, as the client, will be liable for the full fee rather than the insurer, which means a full invoice for the session will be sent to you for payment.

ONLINE CLINIC TERMS OF THERAPY

Our general Therapy Terms above apply to treatment provided in our Online Clinic as well as our Physical Clinic locations. In addition, the following terms also apply to your Therapy if you are having sessions in our Online Clinic.

Device Requirements

Our Online Clinic requires you to have a good quality internet connection and certain device and software requirements.

Please read our FAQs (available at www.dynamicyou.org/online) for more information on minimum internet connection speeds that we recommend for the best connection, as well as hardware and software requirements.

Because of a number of factors involved in secure Online video connections, Dynamic You Limited cannot guarantee a connection can be made or maintained with you at any time. If a video connection cannot be established, your Therapist will call you by phone to advise you of any simple ideas which may help improve your connection to us. If these do not work then you will be offered to continue the session by phone. Unfortunately we are unable to offer any refunds of session fees if the session cannot take place because of a poor connection.

Internet Security

Our Online Clinic is a secure Therapy platform. Therefore we may deny or refuse any user access to the Platform; suspend, change or update the Platform; prevent certain Practitioners from using the Platform; and/or otherwise alter the Platform from time to time, without notice.

Information Handling

We take your personal information very seriously and always comply with relevant UK data protection legislation.

This means that any written information will be treated in the same way as if you were visiting our physical clinic locations. We do not routinely record Online Therapy appointments, however, at times we may record sessions in the interests of clinical supervision and to make sure that we are always giving you the best possible service. These will be securely held using relevant digital information security standards for no longer than 14 days before being erased.

The majority of our Therapy Team are UK-based clinicians, however, some of our team may be located outside of the European Economic area. If your Therapist is located outside the EEA they will make you aware of this at the start of your first treatment session. If you do not consent to your personal information being accessed outside of the EEA please make your Therapist aware at the start of the appointment and they will end the appointment immediately and arrange for an alternative appointment to be offered to you with a UK-based Therapist in our team.

YOUR PRIVACY & CONFIDENTIALITY

Our Privacy Notice is effective from 9th May 2018, and will be updated from time to time.

Dynamic You Limited takes data protection and confidentiality very seriously. This Privacy Notice covers:

  • How we collect and use personal data
  • What personal data we collect
  • How we store your personal information
  • Protection of your personal information
  • How we use your personal information
  • Disclosure to third parties
  • Accuracy and retention of personal information
  • Access to Personal Information
  • Additional rights

We collect personal data about clients who use our clinics and also for colleagues who work at our clinics. Please make sure that you read the relevant sections of this notice and get in touch if you have any questions.

Privacy questions

If you have any questions or concerns about this Privacy Notice or how we process your information or if you would like to make a complaint about a possible data breach please contact us:

Email:
appointments@dynamic you.org

Postal address:
Clinical Director
Dynamic You Limited
50 Broadway
London

SW1H 0RG

We take data security extremely seriously and all such communications are examined and replies issued where appropriate as soon as possible. If you are unsatisfied with the reply you receive, you may refer your complaint to the Information Commissioner’s Office (ico.org.uk)

 

PRIVACY NOTICE FOR CLIENTS USING OUR CLINICS OR MAKING ENQUIRIES

Collection and use of personal data

You may be asked to provide your personal information anytime you are in contact with Dynamic You Limited. You are not required to provide the personal information that we may request, but, if you chose not to do so, in many cases we will not be able to provide you with our services or respond to any queries you may have.

Here are some examples of the types of personal information Dynamic You Limited may collect and how we may use it:

  • Name
  • Date of birth
  • Address
  • Telephone number
  • Email address
  • Online identifier
  • Physical and mental health information
  • Financial information
  • Social media identifiers
  • NHS number
  • Marital status
  • Racial or ethnic origin
  • Political opinions
  • Religion
  • Trades union membership

When you contact us, we may collect a variety of information, including your name, postal address, telephone number, email address, contact preferences or credit/debit card information.

If our services are commissioned for you by third parties (your GP, local authorities, private medical insurers, solicitors, Case Mangers etc.) they will provide us with a variety of information, including your name, postal address, telephone number, email address and, medical history.

During the course of your time with us we will keep information about you in your personal records like your name, address and date of birth together with details of any care and/or treatment that you are having.

How we store your personal information

The personal information we collect is stored in a variety of paper and electronic forms. Regardless, we have appropriate and adequate technical and administrative processes in place to make sure that all your information is kept secure.

Protection of your personal information

Dynamic You Limited takes the security of your personal information very seriously. To make sure your personal information is protected, we have a series of technical and administrative measures in place. Access is limited only to staff who need to access it to provide services to you.

All electronic data is stored on servers within data centres in the EU. We use an electronic Practice Management Program called ‘Clinic Office’, provided by Pioneer Software Limited.  We process electronic card payments via a company called ‘WorldPay’, and health insurance invoicing services are provided by a company called ‘Healthcode’.  When you phone our main telephone number, our phone receptionists are provided by a specialist contractor called ‘Real Time Reception’. These partners may have access to certain information we hold about you.  They are all registered with the UK Information Commission.

How we use your personal information

The personal information we collect and store about you allows us to provide Psychological Therapy to you. From time to time, we may use your personal information to send important notices to you or to those acting on your behalf, such as updates to your care and/or treatment plans or changes to our terms, conditions and policies.  We also send email confirmations of any appointments which are booked for you. Because this information is important to your interaction with Dynamic You Limited, you may not opt out of receiving these communications.

We may also use personal information for internal purposes such as auditing, data analysis, and research to improve our services and our communication with you.

We will not sell, share or give information to third parties for marketing purposes.  We do not use your personal information for our own marketing either.

Disclosure to third parties

We will only share your personal information with third parties in the following circumstances:

  • Where you have given your consent to the information being shared;
  • Where there are issues or concerns like the health and safety of yourself or others; or
  • Where there is a legal requirement or responsibility to share the information.
  • Where required for the purposes of collecting payment for an outstanding debt (such as disclosing information to a debt collection agency, solicitor or court).

Client’s personal information may also need to be shared with third parties to make arrangements for the funding and/or payment of services received.

Additionally, in the event of a reorganization, merger, or sale of Dynamic You Limited or any part of it, we may transfer any and all personal information we collect to the relevant third party.

Please see above for services we contract which may have access to your data.

Accuracy and retention of personal information

Dynamic You Limited makes it easy for you to keep your personal information accurate, complete, and up to date. If any of your information changes please let us know so that we can update our records.

We are legally required to hold certain information about you for a set period of time. All personal information will be deleted or securely destroyed at the appropriate time and we will not keep your personal information for longer than is required or permitted by law.

Access to personal information

You are entitled to see what personal information we hold about you at any time. This Privacy Notice outlines the information we hold about you and why. If you wish to access your personal information, please email us at: appointments@dynamicyou.org, or call us on: 0800 0614548.

We are not required to process any request for access which is frivolous or vexatious, jeopardize or otherwise affects the privacy of others, are impractical, or for which access is not otherwise required by law. We will let you know in writing if any of these circumstances apply to your request.

Additional rights

You may also have the right to:

  • object to processing of personal data that is likely to cause, or is causing, damage or distress
  • in certain circumstances, have inaccurate personal data rectified, blocked, erased or destroyed

If you believe you have any of these additional rights or you wish to exercise them, please let us know.

 

PRIVACY NOTICE FOR DYNAMIC YOU LIMITED COLLEAGUES

Collection and use of personal data

You may be asked to provide your personal information anytime you are in contact with Dynamic You Limited. You are not required to provide the personal information that we may request, but, if you chose not to do so, in many cases we will not be able to work with you.

Here are some examples of the types of personal information Dynamic You Limited may collect and how we may use it:

  • Name
  • Date of birth
  • Address
  • Telephone number
  • Email address
  • Online identifier
  • Physical and mental health information
  • Financial information
  • National Insurance number
  • Passport details, Residency and Nationality
  • Racial or ethnic origin
  • Political opinions
  • Religion
  • Trades union membership

When you apply for a position with Dynamic You Limited we will record your details including your name, postal address, telephone number, email address, educational and work history, referees and contact preferences.

Before your appointment, all required right to work checks and, potentially, a check with the Disclosure and Barring Service will be carried out. Details of these checks (or the results from them) will be retained by us for a legally reasonable amount of time.

If you are successful in being appointed, and during your work with us, we will retain your full employment record which will include your name, postal address, telephone number, email address, details of your next of kin, bank details (for the purposes of payments), educational and work history, training, appraisals, copies of any complaints, disciplinary or safeguarding matters.

How we store your personal information

The personal information we collect is stored in a variety of paper and electronic forms. Regardless, we have appropriate and adequate technical and administrative processes in place to make sure that all your information is kept secure.

Protection of personal information

Dynamic You Limited takes the security of your personal information very seriously.

To make sure your personal information is protected, we have a series of technical and administrative measures in place. Access is limited only to those of our employees who need to access it to provide services to you.

All data is stored on servers within data centres in the EU.

How we use your personal information

The personal information we collect and store about you allows us to facilitate a working relationship with you.

We will not sell, share or give information to third parties for marketing purposes.

Disclosure to third parties

We will only share your personal information with third parties in the following circumstances:

  • Where you have given your consent to the information being shared; For example for registration on third party services we use (Health Insurance invoicing services, Practice Management Software providers, Solicitors etc)
  • Where there are issues or concerns like the health and safety of yourself or others; or
  • Where there is a legal requirement or responsibility to share the information.

In the event of a reorganization, merger, or sale of Dynamic You Limited or any part of it, we may transfer any and all personal information we collect to the relevant third party.

Accuracy and retention of personal information

Dynamic You Limited makes it easy for you to keep your personal information accurate, complete, and up to date. If any of your information changes please let us know so that we can update our records.

We are legally required to hold certain information about you for a set period of time. All personal information will be deleted or securely destroyed at the appropriate time and we will not keep your personal information for longer than is required or permitted by law.

Access to personal information

You are entitled to see what personal information we hold about you at any time. This Privacy Notice outlines the information we hold about you and why. If you wish to access your personal information, please contact us by email to: appointments@dynamicyou.org

We are not required to process any request for access which is frivolous or vexatious, jeopardize or otherwise affects the privacy of others, are impractical, or for which access is not otherwise required by law. We will let you know in writing if any of these circumstances apply to your request.

Additional rights

You may also have the right to:

  • object to processing of personal data that is likely to cause, or is causing, damage or distress
  • prevent processing for the purposes of direct marketing
  • object to decisions being taken by automated means
  • in certain circumstances, have inaccurate personal data rectified, blocked, erased or destroyed

If you believe you have any of these additional rights or you wish to exercise them, please let us know.

USE OF OUR WEBSITE & ELECTRONIC MATERIALS

Our website is intended for information only. We have taken great care in the writing the information presented but we cannot guarantee it’s accuracy.  We accept no responsibility for any decisions made and accept no liability for any loss or damage based on the information found on this website or in any electronic materials we have provided.

All information we hold electronically is copyrighted.  Whilst we are happy for you to use this information we request that you cite its original location and us as the author and do not imply connection or affiliation, and request that permission is sought in advance.

COMPLAINTS

We are proud to offer an extremely high level of service and quality treatment.  If we do not meet your expectations we would invite you to raise this with your Therapist in the first instance.  If this is not possible we invite you to contact our Clinical Director.

As all of our Therapists are self employed we would like to remind you that Dynamic You provide Therapists with materials, administrative and clinical services to undertake clinical work.  Each Therapist holds their own Professional Indemnity Insurance and maintains registration with their professional body therefore if the above steps do not resolve your complaint, contact can be made with the relevant clinical professional body.


OUR COMPANY DETAILS

Dynamic You Limited is a company registered in England & Wales – Registration number: 08791584

Our Registered Company Address is: Dynamic You Limited, c/o Wheeler & Co Accountants, The Shrubbery, 14 Church Street,  Whitchurch Hampshire, RG28 7AB

Our Correspondence Address is:  Dynamic You Limited, 50 Broadway, London, SW1H 0RG

Our Contact Phone Number is: 0800 0614548

Our Email Address is: appointments@dynamicyou.org