Privacy Policy

Last updated: 30 August 2026

1. About this Privacy Policy

This Privacy Policy explains how NeuroFlex Physio collects, uses, stores and protects your personal information when you use our website, contact us, make an enquiry, or receive physiotherapy services.

NeuroFlex Physio is the trading name of Mahmud Mehmed, a sole trader providing home-visit neurological physiotherapy services to adults in West Kent and surrounding areas.

For data protection purposes, Mahmud Mehmed trading as NeuroFlex Physio is the data controller responsible for your personal information.

Contact details

NeuroFlex Physio
Mahmud Mehmed
Email: hello@neuroflexphysio.co.uk
Telephone: 07731 377383
Website: https://neuroflexphysio.co.uk

2. What information do I collect?

Depending on how you interact with NeuroFlex Physio, I may collect the following information:

Contact and identification information

  • Name

  • Address

  • Telephone number

  • Email address

  • Date of birth

  • Emergency contact or next-of-kin information where appropriate

Health and clinical information

Where necessary to provide safe and appropriate physiotherapy, I may collect information including:

  • Medical history

  • Neurological diagnosis and relevant health conditions

  • Symptoms and functional difficulties

  • Medication information where relevant to your care

  • Previous and current treatment

  • Physiotherapy assessment findings

  • Mobility, balance, strength and functional information

  • Treatment and rehabilitation records

  • Exercise and rehabilitation programmes

  • Progress and review information

  • Information provided by other healthcare professionals involved in your care

Health information is treated as special-category personal data under UK data protection law and is subject to additional safeguards.

3. How I collect your information

I may receive information:

  • Directly from you

  • From a family member or carer where appropriate

  • From your GP, consultant or another healthcare professional

  • Through a professional referral

  • Through the NeuroFlex Physio website

  • By telephone

  • By email

  • During physiotherapy assessment and treatment

  • Through administrative or payment processes

I only collect information that is relevant and reasonably necessary for the purposes described in this policy.

4. How I use your information

Your information may be used to:

  • Respond to enquiries

  • Arrange and manage appointments

  • Complete physiotherapy assessments

  • Provide safe and appropriate physiotherapy treatment

  • Develop and review rehabilitation programmes

  • Communicate with you about your care

  • Maintain accurate clinical records

  • Communicate with other healthcare professionals involved in your care where appropriate

  • Process payments

  • Manage administrative and business requirements

  • Meet professional, legal and regulatory obligations

  • Handle complaints or concerns

  • Protect the safety and rights of patients and others

I will not use your health information for unrelated purposes without an appropriate lawful basis.

5. Lawful basis for processing

Under UK data protection law, personal information must be processed using an appropriate lawful basis.

Depending on the circumstances, NeuroFlex Physio may rely on lawful bases including:

  • Performance of a contract – for providing and managing physiotherapy services.

  • Legal obligation – where processing is necessary to comply with a legal or regulatory requirement.

  • Legitimate interests – where processing is necessary for legitimate business or professional purposes and your rights do not override those interests.

  • Consent – where consent is the appropriate basis, such as certain optional communications or website technologies.

Health information is special-category data and requires an additional condition for processing. Where necessary for providing health care and managing health services, NeuroFlex Physio will process health information in accordance with the applicable UK GDPR requirements.

Where consent is specifically required, you may withdraw it at any time. Withdrawal of consent does not affect processing that was lawfully carried out before consent was withdrawn.

6. Clinical records

As a registered healthcare professional, I am required to maintain full, clear and accurate records of the care and services I provide.

Clinical records may include assessment findings, treatment provided, rehabilitation plans, progress, clinical decisions and relevant communications.

Clinical records are stored using a secure electronic physiotherapy practice management/clinical record system selected for its suitability for healthcare data protection requirements.

Access to clinical information is restricted to authorised individuals and appropriate security measures are used to protect it.

HCPC standards require registrants to keep records accurate, prompt and secure. 

7. Sharing your information

I will keep your information confidential.

Where appropriate and necessary for your care, information may be shared with relevant healthcare professionals, such as:

  • Your GP

  • Consultant or neurologist

  • Other physiotherapists

  • Occupational therapists

  • Speech and language therapists

  • Other professionals involved in your care

Where appropriate, I will discuss information sharing with you and obtain your consent.

There may be circumstances where information must or may be disclosed without consent, for example where there is a legal obligation or where disclosure is necessary to protect someone from serious harm.

I will only share information that is relevant and necessary for the particular purpose.

8. Referrals

NeuroFlex Physio accepts both self-referrals and referrals from healthcare professionals.

Where a healthcare professional provides information as part of a referral, that information may form part of your clinical record.

If appropriate and necessary for your ongoing care, relevant information about your assessment and treatment may be communicated back to the referring professional or another healthcare professional involved in your care.

9. Website and online enquiries

If you contact NeuroFlex Physio through the website, I may collect information such as your name, email address, telephone number and the contents of your enquiry.

Please avoid including detailed medical or sensitive health information in a general website contact form unless specifically requested.

Website enquiries are used to respond to your request and, where appropriate, arrange an initial discussion or assessment.

10. Email and telephone communications

NeuroFlex Physio may communicate with you by telephone and email using the contact details you provide.

The email address hello@neuroflexphysio.co.uk is provided through IONOS.

Please be aware that ordinary email is not the same as a dedicated clinical record system. I will take reasonable steps to protect confidential information and will avoid including unnecessary sensitive clinical information in routine email communications.

11. Payments

Payments may be made by:

  • Bank transfer

  • Cash

  • Card

Payment information will only be processed to the extent necessary to receive and record payment for services.

Where a third-party card payment provider is used, that provider may process payment information in accordance with its own privacy policy and terms.

12. Website hosting

The NeuroFlex Physio website is hosted by IONOS.

Website hosting may involve the processing of technical information such as IP addresses, browser information, device information and website access logs.

IONOS may process information as a service provider in accordance with its contractual terms and privacy arrangements.

13. Cookies and analytics

NeuroFlex Physio may use cookies and similar technologies to ensure the website functions correctly and to understand how visitors use the website.

The website may use Google Analytics to obtain statistical information about website usage.

Google Analytics may collect information such as:

  • Website pages visited

  • Approximate geographic information

  • Device and browser information

  • How visitors arrived at the website

  • Interaction with website content

Analytics information is used to understand website performance and improve the website.

Where consent is required for non-essential cookies or analytics technologies, the appropriate consent mechanism will be used.

14. Google Search Console

NeuroFlex Physio uses Google Search Console to monitor the technical performance and visibility of the website in Google Search.

Search Console is primarily used to understand search performance, indexing and technical issues. It is not used to maintain patient clinical records.

15. Direct marketing

NeuroFlex Physio does not currently use patient clinical information for direct marketing.

Routine communications relating to appointments, treatment, payments, enquiries or the management of your care are not considered marketing communications.

If NeuroFlex Physio introduces marketing communications in the future, appropriate data protection and electronic marketing requirements will be followed.

16. How I protect your information

I take reasonable and appropriate technical and organisational measures to protect personal information against:

  • Unauthorised access

  • Accidental loss

  • Destruction

  • Damage

  • Unauthorised disclosure

  • Unlawful processing

Clinical information is stored in a secure electronic record system and access is restricted appropriately.

I will regularly review the security arrangements used to manage personal and clinical information.

17. How long I keep your information

I will retain personal and clinical information only for as long as it is necessary for the purposes for which it was collected, including fulfilling professional, legal, regulatory and accounting requirements.

Clinical records will be retained in accordance with appropriate professional and healthcare record-retention guidance.

Records will be securely deleted or destroyed when they are no longer required, subject to any ongoing legal, regulatory, complaint, insurance or other legitimate requirements.

The precise retention period may depend on the type of record and the circumstances of the individual case.

18. Your data protection rights

Under UK data protection law, you may have rights including:

  • The right to be informed about how your information is used

  • The right to access your personal information

  • The right to request correction of inaccurate information

  • The right to request deletion in certain circumstances

  • The right to request restriction of processing in certain circumstances

  • The right to object to certain processing

  • The right to data portability in certain circumstances

  • Rights relating to automated decision-making and profiling where applicable

These rights are subject to certain legal exemptions and do not apply in every circumstance.

If you would like to exercise a data protection right, please contact me using:

Email: hello@neuroflexphysio.co.uk
Telephone: 07731 377383

19. Access to your clinical records

You may request access to personal information held about you, including relevant clinical records.

Requests will be handled in accordance with applicable UK data protection legislation.

I may need to verify your identity before providing information.

In some circumstances, information may be withheld or redacted where an applicable legal exemption applies.

20. Data breaches

If I become aware of a personal data breach, I will assess the incident and take appropriate steps to contain, investigate and address it.

Where required by UK data protection law, serious personal data breaches will be reported to the Information Commissioner’s Office and affected individuals will be informed where legally required.

21. Complaints about your personal information

If you have concerns about how NeuroFlex Physio handles your personal information, please contact me first:

Mahmud Mehmed trading as NeuroFlex Physio
Email: hello@neuroflexphysio.co.uk
Telephone: 07731 377383

I will investigate and respond to your concern as appropriate.

You also have the right to complain to the Information Commissioner’s Office (ICO) if you believe your personal information has been handled unlawfully.

The ICO can be contacted through its website or by telephone.

22. Changes to this Privacy Policy

This Privacy Policy may be updated from time to time to reflect changes in:

  • The services provided by NeuroFlex Physio

  • Data protection legislation

  • Professional or regulatory requirements

  • Website technology

  • Third-party services

  • How personal information is collected or processed

The latest version will be published on the NeuroFlex Physio website with the date of the most recent update.

23. Contact

If you have any questions about this Privacy Policy or how NeuroFlex Physio handles your personal information, please contact:

Mahmud Mehmed
NeuroFlex Physio
Email: hello@neuroflexphysio.co.uk
Telephone: 07731 377383
Website: neuroflexphysio.co.uk

Last updated: 30 August 2026