Information About Your Visit
Privacy Policy
The Phoenix Foundry is a subsiduary of Herdwick & Goose Limited.
We respects, and are committed to the protection of privacy for every individual that uses our services.
Our privacy policy sets out how we protect and use information that you provide to us when you attend our clinic
Please read the policy carefully. By continuing to communicate with the clinic team and attending appointments, where you will be submitting personal data to us, you are agreeing to the terms of this privacy policy.
What information do we collect about you?
You are free to browse our clinic website without disclosing any personal information to us and we do not need to collect data about your visit, as we do not sell products on the site.
Personal information about you that you provide when you contact us or attend an appointment, including your name, title, billing address, date of birth and contact information (such as your telephone number and email address) and your medical history is stored on our electronic cloud system Cliniko (who also comply appropriately with UK GDPR laws).
Medical record keeping: We have our insurance policy with BGI Insurance, which is underwritten by Newline Insurance Company Limited. It is a condition of our insurance policy that we to take and retain client records. Â The policy wording notes:
The records shall be kept for at least 7 years following the last occasion on which treatment was given. And in the case of treatment to minors, it is advisable that records should be kept or at least 7 years after they reach the age of majority (18). The General Osteopathic Council however, states that Osteopaths should keep medical data for 8 years or until the 21st birthday of any minor that have been treated. On this basis, patient data will be kept in alignment with medico-legal requirements and then shredded and disposed of appropriately.
We work also closely with other healthcare professionals, to ensure that the very best service can be provided for your needs. However, before speaking to any professional, you will be asked to give written consent, so that we know you are happy with the data that we share and the depth of information being discussed.
Security and the processing of your personal information
At The Phoenix Foundry, we understand that security is an important concern for you. Information you give us will be stored securely on our computer systems and all team members use password protected computers to ensure that all your personal details remain confidential. Where you use PayPal to handle payment transactions, it is done via secure payment pages. PayPal receives information about you as needed to verify and authorise your payment, and is obliged to comply with the Payment Card Industry Data Security Standard (PCI DSS) and to keep all of your personal information private.
Herdwick & Goose Limited complies with all applicable Data Protection legislation and we never show information about patient without written consent. Our security technologies and procedures are regularly reviewed to ensure that they are up to date and effective.
Unfortunately, the transmission of information via the internet is never completely secure and we cannot guarantee the security of any information transmitted to or from our website or via email communications. Any transmission is undertaken at your own risk and you should ensure that any payment transactions you make are made in a secure environment. You should keep confidential any personal security codes and passwords, and comply with any instructions that we may give you in order to keep such details confidential and safe.
How do we use your information?
We may use information about you in the following ways:
To provide you with informaiton about the clinic: your appointments and any invoices that you input, which are necessary for you as a patient.
To carry out our obligations arising from the contracts entered into between you and us, such as Terms of Business.
To allow you to particupate in interactive features of our service, when you choose to do so, such as online bookings.
To notify you about changes to our service, such as opening times or practitioner details.
We never share data about any patient to a third party, with the exception of the police or government, when they demonstrate the right to demand release of details.
When would we disclose your information?
We may disclose your personal data to third parties if:
a) We are under a duty to disclose or share your personal data in order to comply with any legal obligation, or to enforce our terms and conditions, or to protect our rights and property or our safety and that of our customers and third parties. This includes exchanging information with other organisations for the purposes of credit risk reduction.
b) We are bound as professionals, under a duty to disclose, to comply with any legal obligations and responsibilities surrounding the protection of life. This duty would be actioned in the event that a patient discloses to a practitioner that they may harm either themselves or others. Be that an adult or a child.
Your rights and control of your information
You have the right to, at any time:
a) Access the information we hold about you in accordance with the Data Protection Act 1998. If you would like a copy of some or all of the personal information we hold on you, you can email us on: contact@thephoenixfoundry.com
Any access request will be subject to a nominal fee to cover the costs of our time to collate your data. You may also ask for your information to be corrected or updated. This is usually undertaken within 14 working days.
Changes to this Privacy Policy
We may occasionally update this privacy policy. We encourage you to periodically review our privacy policy (which can be found on our website) so that you may stay informed about how we are using and protecting information that we collect. By continuing to use our services, you are agreeing to any updates that we may make. This privacy policy was last updated on 1st August 2025.
Terms of Business
Our Terms of Business lay out every inch of the patient journey. From what to wear to where to find us. How to pay and guidelines on how we treat children. This ensures that both parties are clear from the start, when entering into the patient-practitioner partnership.
Our Terms of Business are sent to every new patient with a case history form to complete and you are agreeing to these Terms when signing your case history. These documents are sent to your email address before you attend an appointment and we urge you to read them carefully. If you misplace the Terms of Business at any stage and need a new copy, you can request them again here.
Where to find us:
We are based within Efford Park on Milford Road, Lymington. Upon entry, please park in the car park to the left of the entrance. Walk around to the courtyard, to locate The Stables. We are the unit to the left (The Stables (West) as you look at the building. There are a small number of shallow steps to reach the building, but we are happy to help you enter with prams etc., on your arrival. Please arrive for your allocated time (not more than five minues before) to respect other clients in session. Then enter quietly and take a seat in our waiting area.
Address: The Stables (West) In the courtyard of Efford Park, Milford Road, Lymington. SO41 0JD
Email: contact@thephoenixfoundry.com
Parking:
Efford Park has plenty of parking onsite. As you enter the park, please park to the LEFT in the main parking area. Do not park to the right in local residence parking. We ask that you park respectfully. Once parked, walk toward the red brick building and into the courtyard. As you face the block at the back of the courtyard (furthest from the carpark), you will see The Stables. We are to the left hand side, in The Stables (West) studio. If you are helping someone who cannot walk any distance, you can drop them off in the courtyard, but you cannot park in there. Please be super careful as you enter the courtyard by car. People may well be walking and are not used to seeing cars enter.
What to wear
You will be asked to undress down to your underwear for assessment and treatment. Blankets and covers will, however, be provided to maintain your dignity for as much of the treatment as is possible. Should you be uncomfortable with the idea of undressing, please be sure to inform your osteopath BEFORE the session begins. Please wear (or bring with you) soft, thin, flexible clothing that allows freedom of movement. Such attire is also required (and sometimes useful) because your osteopath may choose to assess or treat you on a mat in the gym (treatment type dependent). If this is not something you wish to engage with, please just let us know, and we will adapt our approach.
Payment options and appointment reminders
Patient responsibilities: It is the patient’s responsibility to cover the cost of all treatments on a per appointment basis. Sometimes, our automated reminders and invoices, find their way into your junk mail folder, but it is the patient’s responsibility to take note of all booked appointments, and to seek any invoices to treatments they know they have had. Fees will be charged for late payment. Please note, as mentioned at the start of this page, all invoices from, and payments to, will be made in association with Herdwick & Goose Limited. Our parent company.
Patients with private healthcare policies
Patients with private healthcare policies are asked to cover the cost of their treatment (which must be paid at the time of treatment). The patient can then make a claim directly to their healthcare provider. This decision has been made because we have suffered far too much disruption over the years, when trying to deal with private insurance companies who fail to pay for months at a time or will not pay the full amount of fees. This creates an unrealistic business model for a small company. We’re sorry for any inconvenience.
Payment can be made by the following:
- We request 50% pre-payment for all online bookings. Without exception.
- Cash is accepted.
- We do not accept cheques or American Express.
- PayPal (via our Quickbooks Online invoicing system). We also hope to have a card machine set up very soon, but this is not available just yet.
- Online bank transfer (details will be on the bottom of your invoice).
- Please note: PayPal and online bank transfers must be completed within 48 hours or late fees will be added on a per day basis. It is your responsibility to pay on time and if you cannot do so, please bring cash or cheque on the day.
Our privacy policy
We take all the information you share with us confidentially. We never share your data with third party providers (or other medical practitioners) without your written permission. We are duty bound to hold your records on file for 8 years (children until the age of 21). After this time, your records will be appropriately disposed of and we will not contact you again without consent. We do have a Facebook page (The Phoenix Foundry) to communicate with our community. Here we post news, health related information and any information about the clinic (such as opening times, appointments, prices, practitioners etc.) You are welcome to join us if you wish.
Patient Declaration
We ask all patients to complete a patient declaration, so that they have understood the importance of the data that they have given us and have fully understand their commitment to us as their healthcare provider. The patient declaration is stated below:
“I have read through this document and completed it to the best of my ability, to ensure that all my medical and personal data is correct and up to date. I understand that any omission of information (to my osteopath) may result in an inaccurate diagnosis and therefore inappropriate treatment. I understand that my data will not be used inappropriately and will be stored safely. Furthermore, I accept full responsibility for the cost of my treatments and will either pay on the day or within 48 hours of my appointment (to avoid additional fees as outlined above).
I am aware that I will be asked to undress during assessment and treatment, but not unnecessarily, and that my diagnosis and treatment plan will be discussed with me in advance, so that I am fully informed about the treatment that I shall receive during the session. I also understand that I may, at any time, withdraw my consent, by informing my osteopath immediately of my decision.” The patient is then asked to sign and date the document, which is kept on file.
The Phoenix Foundry is currently a Trading Name under Herdwick & Goose Limited. As such, all invoices from, and payments will be associated with this company.