Privacy Policy

Who is responsible for your information

Eroline Bedeau, a self-employed individual trading as Eroline Holistic, is the controller of the personal information she holds. This means she decides how and why that information is used.

Treatments take place at Neal’s Yard Remedies Therapy Rooms, 22 Christopher Place, St Albans, AL3 5DQ.

For questions about your information or to exercise your rights, contact Eroline:

• Email: erolineholistic@gmail.com
• Phone: 07936 833355

Information Eroline holds

Depending on your contact and treatment, this includes:

• Your name, contact details and the information you choose to provide in correspondence.
• Appointment details received from Neal’s Yard Remedies by email: your name, treatment booked, treatment duration and appointment time.
• Information on your paper consultation form, including relevant health information, medical conditions, medication, allergies and treatment needs, together with treatment notes.
• Relevant consent information. For clients under 16, an appropriate adult signs the consultation form on their behalf. Clients aged 16 or 17 sign their own consultation form.
• Relevant details of a concern, complaint or incident, where one arises.

Health information receives additional protection under data-protection law. It helps Eroline assess whether a treatment is suitable and adapt it to your needs. If necessary information is unavailable, it may not be possible to provide a treatment safely.

The website provides email and telephone contact details, not an enquiry form. Calls are not recorded. Emails and messages are separate from the paper consultation and treatment records; please avoid sending detailed medical information by email.

Booking through Neal’s Yard Remedies / Mindbody

Booking is handled entirely through Neal’s Yard Remedies / Mindbody. Eroline does not control their booking systems or hold their booking database.

Their handling of the information you provide through the booking service is explained in the privacy information provided by that service. This policy covers Eroline’s own use of the appointment details she receives by email and the information you provide directly to her.

Why information is used

Eroline uses information to respond to enquiries, arrange and provide treatment, maintain relevant records, communicate with clients and deal with concerns or complaints.

Information needed to arrange and deliver a treatment is used to take steps you request before booking or to fulfil the treatment agreement. Necessary administration and handling of complaints or potential claims also support the legitimate interests of running the practice responsibly, balanced against your rights. Information may also be used where a particular law requires it.

Health information is used to assess treatment suitability, adapt care and keep relevant consultation and treatment records. It is treated confidentially and receives additional protection under data-protection law.

Confidentiality and sharing

Eroline is the only person with routine access to the client information she holds. Client information is not routinely shared with other people or organisations.

Limited information may need to be shared where necessary and lawful to address a safeguarding concern, comply with a legal or regulatory obligation, obtain relevant professional or insurance advice, deal with a claim, or resolve an appointment issue with the booking service. Depending on the circumstances, recipients may include Neal’s Yard reception or management, emergency services, an appropriate safeguarding authority, an insurer, professional adviser or regulator.

Only information needed for the purpose should be disclosed. A request for information does not automatically justify disclosure. Where health information is involved, an applicable additional condition must also be satisfied.

Email and booking services handle information through their own systems. Eroline’s sole access to her own records does not mean that she controls access within those services.

How long information is kept

Adult consultation and treatment records are kept for a minimum of 10 years after the last treatment.

Children’s consultation and treatment records are kept for at least 10 years after they reach adulthood, at age 18.

Eroline’s professional treatment insurance is through FHT. These periods are subject to any longer applicable Neal’s Yard Remedies, FHT, insurer, legal or professional requirement.

Emails, messages and appointment correspondence may be retained for administration and client care. They are not automatically deleted when a conversation finishes. Their continued need will be reviewed, and they will not be kept longer than justified by their purpose or an applicable requirement.

How information is protected

Consultation and treatment records are kept on paper, with access restricted to Eroline. She does not personally store or access those records electronically on a phone, computer, app, email, cloud service or Neal’s Yard system.

Appointment emails and other correspondence are held separately from these paper records. Email and other communication methods cannot be guaranteed to be completely secure.

Your rights and complaints

You can ask to see your personal information and have inaccurate information corrected. Depending on the circumstances, you can also request deletion, restrict its use, object to processing or request a portable copy of information covered by that right. These rights depend on the circumstances and are subject to legal conditions and exceptions. Where processing relies on your consent, you can withdraw it by contacting Eroline; this does not affect earlier lawful use.

Contact Eroline using the details above to make a request or raise a privacy concern. You can also complain to the Information Commissioner’s Office (ICO).