Question 1

Terms & Conditions

Accepted Answer

Terms & Conditions
1. Scope and nature of services
PhysiOA provides online physiotherapy services delivered remotely via video consultation and digital communication platforms. Services focus on assessment, education, exercise-based rehabilitation, and long-term condition management, including osteoarthritis.
Services may include:
Initial assessment appointments and follow-up reviews
Exercise prescription, progression, and regression
Education around pain science, flare-ups, pacing, and self-management
Monitoring progress using outcome measures and goal review
PhysiOA does not provide medical diagnosis or emergency medical services.
2. Booking, payment, and packages
Appointments must be booked in advance via PhysiOA’s booking system. Payment is required at the time of booking to secure an appointment.
Packages provide access to a defined number of sessions or period of support
Packages are non-refundable once commenced unless legally required
Prices are reviewed periodically and may be updated with reasonable notice
3. Client responsibilities
Successful physiotherapy relies on active participation and accurate information. Clients are expected to:
Provide complete and accurate health information
Engage with prescribed exercises and advice
Complete outcome measures when requested
Ensure a safe and suitable environment for online sessions
4. Professional responsibilities
PhysiOA will provide care in line with HCPC and CSP professional standards, including:
Maintaining appropriate professional registration and indemnity insurance
Working within scope of practice and competence
Referring or signposting to other services where appropriate
5. Limitation of liability
PhysiOA is responsible for providing advice consistent with professional standards but cannot accept responsibility for actions taken outside agreed guidance.

Question 2

Privacy Notice

Accepted Answer

Privacy Notice 
PhysiOA is committed to protecting the privacy and personal data of all service users. This Privacy Notice explains how PhysiOA collects, uses, stores, and safeguards personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
This notice applies to all individuals who engage with PhysiOA’s online physiotherapy services.
1. Data Controller
PhysiOA is the Data Controller responsible for determining the purposes and means of processing personal data.
PhysiOA is founded and operated by:
Rowan Thorpe, Chartered Physiotherapist
 HCPC Registration: PH111102
 CSP Membership: 101370
 Contact email: info@physioa.com
2. Categories of personal data processed
PhysiOA may collect and process the following categories of personal data:
2.1 Personal identification data
Name
Date of birth
Contact details (email address)
2.2 Special category data – health information
Presenting condition(s), including osteoarthritis diagnosis or suspected osteoarthritis
Relevant medical history, medications (as relevant), and co-morbidities
Subjective reports of symptoms, pain, fatigue, and functional limitations
Outcome measures (e.g. pain, function, quality of life, physical activity) and questionnaire responses
Clinical notes, clinical reasoning, treatment plans, exercise programmes, and progress notes
Images or video recordings submitted by you for movement analysis and progress tracking
2.3 Administrative and service-use data
Appointment records (including dates/times and service type)
Communication records (e.g. emails or secure platform messages)
Payment and invoicing records
Health information is classified as special category data under UK GDPR.
3. Purposes for processing personal data
PhysiOA processes personal data for the following purposes:
To provide physiotherapy assessment, education, and rehabilitation
To support long-term management of osteoarthritis and other musculoskeletal conditions
To monitor progress and clinical outcomes over time using outcome measures and structured review
To adapt management plans and exercise programmes based on progress and goals
To communicate with you about appointments, care, and service administration
To maintain accurate and contemporaneous clinical records
To meet professional, regulatory, insurance, and legal obligations
4. Lawful basis for processing (UK GDPR)
4.1 Article 6 – Lawfulness of processing
 PhysiOA processes personal data under one or more of the following lawful bases:
Article 6(1)(a) – Consent
Article 6(1)(b) – Performance of a contract
Article 6(1)(c) – Compliance with a legal obligation
4.2 Article 9 – Special category data
 Health data is processed under:
Article 9(2)(h) – Provision of health care
Article 9(2)(a) – Explicit consent (where required)
Where consent is withdrawn, PhysiOA may be unable to continue providing services or maintain continuity of care.
5. Data security and storage
PhysiOA implements appropriate technical and organisational measures to protect personal data, including:
Secure, password-protected systems and devices
Access controls and restricted access on a need-to-know basis
Use of GDPR-compliant third-party platforms for video consultation, exercise prescription, and communication (where applicable)
Regular review of systems and working practices to maintain confidentiality and security
6. Data sharing
PhysiOA will not share your personal data with third parties without your consent unless:
Disclosure is required by law
Disclosure is necessary to protect vital interests
Disclosure is required for professional or indemnity purposes
Where communication with other healthcare professionals is recommended (for example your GP or another MDT member), this will normally be discussed with you and shared only with your consent, unless a lawful exception applies.
7. International data transfers
PhysiOA aims to use systems that store data within the UK and/or EEA. Where processing involves transfer outside the UK/EEA, appropriate safeguards will be used.
8. Data retention
PhysiOA retains data in accordance with professional guidance and legal requirements:
Clinical records: 8 years from the date of your last contact
Financial records: 6 years
Communication records: up to 2 years, unless required for clinical, legal, or professional reasons
Data is securely deleted or anonymised when no longer required.
9. Your rights
Under UK GDPR you have the right to:
Request access to your personal data
Request correction of inaccurate or incomplete data
Request erasure of your data where applicable
Request restriction of processing in certain circumstances
Object to processing in certain circumstances
Withdraw consent where processing is based on consent
Lodge a complaint with the Information Commissioner’s Office (ICO)
10. Contact
For all privacy and data protection enquiries, contact: info@physioa.com

Question 3

Informed Consent

Accepted Answer

Informed Consent to Treatment & Data Processing
This document explains what PhysiOA’s online physiotherapy service involves and what you may be asked to do during consultations. It also explains how your personal and health information is used. Please read it carefully.
1. Nature of the service
PhysiOA provides online physiotherapy via video consultation and digital communication.
Physiotherapy may include assessment, education, exercise prescription, self-management strategies, and long-term condition management.
Where osteoarthritis is the primary issue, management is typically progressive and may involve repeated review over time.
2. What sessions may involve
To allow safe and effective assessment and rehabilitation, you may be asked to:
Discuss personal health information, including symptoms, medical history, and medications where relevant
Complete outcome measures or questionnaires before, during, or after sessions to monitor progress
Perform movements or exercises during the session so technique, movement quality, and symptom response can be observed
Expose the relevant body area for visual assessment (e.g. hip or knee). This may require shorts or clothing that allows the area to be seen
Move between positions (e.g. standing, sitting, lying) depending on what is needed for assessment or exercise
Use simple home equipment or household items when appropriate (e.g. chair, step, resistance band)
Provide feedback during and after exercise on pain, stiffness, fatigue, confidence, and functional ability
3. Environment and safety
You are responsible for ensuring you have a safe, private space to move, exercise, and speak openly.
You should ensure the camera is positioned so movements can be seen clearly when needed.
If you feel unsafe, dizzy, unwell, or experience unusual symptoms, you should stop and inform your physiotherapist immediately.
4. Risks, benefits, and symptom response
Physiotherapy exercise and activity may lead to:
Temporary discomfort during exercise
Short-term symptom flare-up (which can be common in osteoarthritis when activity levels change)
Fatigue or muscle soreness after sessions
Your programme will be tailored and progressed based on your response and goals. You should report any concerns promptly.
5. Limitations of online physiotherapy
Remote assessment has limitations compared to in-person examination.
Certain tests cannot be performed online and some signs may not be detectable remotely.
PhysiOA may recommend face-to-face assessment or medical review where required.
6. Data processing and media (photos/videos)
You consent to the processing of personal and health data necessary to deliver physiotherapy care.
You may be asked to submit videos/images for movement assessment and progress tracking.
Any videos/images you provide will be handled as health data and stored/used in line with the Privacy Notice.
7. Consent and withdrawal
Participation is voluntary and you may ask questions at any time.
You may withdraw consent at any time. This may limit PhysiOA’s ability to continue providing care.
PhysiOA does not provide emergency or urgent medical services. In an emergency, call 999 or attend A&E.
8. Confirmation
By booking and engaging with PhysiOA, you confirm that you have read and understood this information and you consent to online physiotherapy treatment and the processing of your personal and health data as described.

Question 4

Online Physiotherapy & OA Management Policy

Accepted Answer

Online Physiotherapy & OA Management Policy
This policy explains the scope and limits of PhysiOA’s online physiotherapy service, with specific reference to osteoarthritis (OA) as a long-term condition.
1. Scope of service
PhysiOA provides online physiotherapy which may include:
Assessment of symptoms, function, and movement via video consultation and client-reported information
Education about osteoarthritis and musculoskeletal pain, including flare-up management and pacing
Exercise prescription and progressive strengthening/conditioning programmes
Lifestyle and activity guidance relevant to long-term joint health and function
Outcomes tracking using questionnaires and functional measures to monitor change over time
Review appointments to adjust the plan based on progress and goals
2. Osteoarthritis as a long-term condition
PhysiOA approaches OA as a long-term condition where sustainable self-management is essential.
Management commonly involves gradual progression of activity and strengthening, education, and review.
Progress is monitored over time using outcome measures and goal-based review to guide decision-making.
3. Suitability for online care
Online physiotherapy may not be suitable for everyone. PhysiOA may recommend in-person assessment or medical review where:
Symptoms suggest a condition requiring urgent medical input
There is significant uncertainty that cannot be resolved remotely
Hands-on assessment is required to clarify diagnosis or plan
You are unable to safely participate in online movement assessment or exercise at home
4. Limitations of online physiotherapy
Some physical tests cannot be completed remotely.
Reliance on camera angle, lighting, and available space can affect assessment.
Findings are based on clinical reasoning from available information and may change if further information becomes available.
5. Client responsibilities
Provide accurate and honest information about symptoms, history, and goals
Follow agreed advice and communicate any changes in symptoms or health status
Ensure a safe environment for exercise and stop if you feel unsafe or unwell
Engage with outcome measures and progress tracking where requested
6. Safety and emergencies
PhysiOA does not provide emergency care.
If you experience severe or worsening symptoms, chest pain, severe breathlessness, signs of stroke, or other emergency symptoms, call 999 or attend A&E.
If you are unsure whether symptoms are urgent, seek medical advice promptly (e.g. NHS 111).

Question 5

Cancellation & Refund Policy

Accepted Answer

Cancellation & Refund Policy
1. Cancellation and rescheduling
PhysiOA aims to manage cancellations fairly and transparently:
At least 24 hours’ notice is required to cancel or reschedule
Appointments cancelled with sufficient notice may be rescheduled without charge
Late cancellations or non-attendance may be charged in full
2. Refunds and exceptional circumstances
Refunds are not normally provided once treatment has commenced.
Exceptional circumstances may be considered at PhysiOA’s discretion
Any agreed refund will be processed via the original payment method

Question 6

Complaints Policy

Accepted Answer

Complaints Policy 
1. Commitment to quality
PhysiOA aims to provide high-quality, evidence-based physiotherapy services.
2. How to raise a complaint
If you are unhappy with any aspect of the service, concerns should be raised as soon as possible:
Contact PhysiOA via info@physioa.com with details of your concern
Include relevant dates, sessions, and issues where possible
3. Complaints handling process
Your complaint will be acknowledged within 5 working days
The complaint will be investigated, including review of relevant records
A written response will be provided within 28 days
4. Escalation
If unresolved, complaints may be escalated to the Chartered Society of Physiotherapy
Concerns about professional conduct may be raised with the Health and Care Professions Council

Question 7

Confidentiality Policy

Accepted Answer

Confidentiality Policy
1. Confidentiality principles
PhysiOA respects client confidentiality and complies with legal and professional requirements:
Information is treated as confidential and stored securely
Access is restricted to those directly involved in care
2. Disclosure without consent
Confidential information may be disclosed without consent in limited circumstances:
Where required by law
Where there is a risk of serious harm
Where safeguarding concerns arise
3. Communication with other professionals
PhysiOA may recommend communication with other healthcare professionals where appropriate:
Information will usually only be shared with consent
Any sharing will be relevant and proportionate to care

Policies & Legal