Legal

Privacy Policy

Last updated: July 2026

This policy explains what information Thameside Podiatry ("we", "us") collects when you use our website thamesidepodiatry.co.uk, contact us, or interact with our posts on social media, and what we do with it.

Who we are

Thameside Podiatry is based in Shepperton. You can reach us on 07981 309959 or by email at aaron.thamesidepodiatry@gmail.com.

What we collect

• When you contact us (phone, form, WhatsApp or email): your name, contact details and the details of your enquiry — used only to reply and arrange your appointment.
• When you call us: calls to our booking line are recorded — see Call recording below.
• When you visit the website: we use Google Analytics to understand how the site is used. It tells us things like which pages are visited and roughly where visitors come from. We do not use it to identify you personally.

Call recording

We record calls to our booking line. Our phone line is answered by an automated assistant that can book appointments and take messages. Calls are recorded and transcribed so that we have an accurate record of what was arranged, so we can check the assistant is booking correctly, and so we can review and improve how the service works — including reviewing real calls to make the assistant better at understanding and helping callers.

You are told at the start of the call that it is being recorded. If you would rather not be recorded, please hang up and email us instead at aaron.thamesidepodiatry@gmail.com, and we will arrange your appointment that way. You do not have to give a reason.

What we do with recordings:

• They are stored securely by our telephony providers and are not published, sold, or used for advertising.
• We listen back to calls to improve the service — to fix things the assistant got wrong, and to make it better at helping the next caller.
• They are kept for 90 days and then deleted automatically, unless we need to keep a specific call longer to resolve a complaint or to meet a legal obligation.
• Only Aaron and the technical staff who maintain the phone system can access them.
• We do not use your call for any purpose unconnected with running the clinic, and we do not sell it or use it for advertising.

Because we are a healthcare provider, what you tell us on the phone may include information about your health. Health information is "special category" data under UK GDPR. We handle it on the basis of Article 9(2)(h) — the provision of health care and the management of health-care services — alongside our legitimate interest in keeping an accurate booking record and in improving the quality of our phone service. Where we review calls to improve the service, we use the minimum needed and do not use them for any purpose unconnected with running the clinic. You can ask for a copy of a recording of your own call, or ask us to delete it: see Your rights. You can also object to us using your call for service improvement while still being a patient — email us and we will honour it.

How we use it

• To answer your enquiry and arrange your appointment.
• To keep an accurate record of what was booked or asked for on a call.
• To check and improve the quality of our phone service.
• To meet our legal and accounting obligations.

We do not sell your personal information or add you to marketing lists without your asking.

Who we share it with

We use Netlify to host the site and deliver contact-form enquiries to us, Cliniko as our clinical and appointment record system, Google Analytics for website statistics, and Twilio, Vapi and the AI providers Vapi uses (currently OpenAI for the assistant, Deepgram for transcription and ElevenLabs for the voice) to run and record our phone line. These providers process data on our instructions under contract. Some of them may process data outside the UK; where they do, that transfer is covered by UK-approved safeguards. We do not share your data with anyone else except where required by law, or where passing your details to a service provider is needed to carry out the job you requested.

How long we keep it

We keep enquiry records only as long as needed to complete the work and meet our legal obligations, then delete them. Call recordings are deleted after 90 days. Clinical records are kept for the period required of healthcare providers.

Your rights

You can ask what personal information we hold about you, correct it, or have it deleted — see our data deletion page or email aaron.thamesidepodiatry@gmail.com. You can also complain to the UK Information Commissioner's Office at ico.org.uk.

Changes

If we change this policy we will update the date at the top of this page.

Contact

Questions? Call 07981 309959 or email aaron.thamesidepodiatry@gmail.com.