Privacy Policy

Introduction

Knee Support Clinic ("we", "us" or "our") is an independent patient matching and information service. This privacy policy explains how we collect, use, store and share your personal information when you use our website or submit an enquiry, and how you can exercise your privacy rights.

We are not a hospital or clinic. We help connect people interested in knee treatment with qualified private knee consultants across the UK. When you leave this website to enquire on a clinic’s own website, that clinic’s privacy policy also applies.

Who we are

Knee Support Clinic operates this website and the enquiry service. For data protection purposes, we are the data controller of the personal information you provide through our forms. We do not provide medical treatment ourselves.

Information we collect

When you enquire through our website, we may collect the following information:

• Your name, email address and phone number
• Your town, city or postcode
• Details about your knee pain, diagnosis, symptoms and treatment history
• Any scans, imaging or medical information you choose to share
• Technical data such as your IP address, browser type and device information
• Information from cookies and similar technologies (see Cookies below)

How we use your information

We use your personal information to:

• Match you with an appropriate private knee consultant or clinic in our network
• Pass your enquiry to the consultant or clinic so they can contact you directly
• Contact you by email, phone, text message or WhatsApp about your enquiry
• Send you information about knee treatments, appointments and next steps
• Improve our website and the quality of our matching service
• Comply with legal and regulatory obligations

We only send you marketing communications if you have specifically consented to receive them. You can opt out at any time.

WhatsApp and text messages

With your consent, we may contact you via WhatsApp or SMS about your enquiry and appointment arrangements. These messages are non-marketing and relate to your care pathway, such as confirming your interest, sharing consultant details or arranging a consultation.

Message and data rates may apply. You can stop these messages at any time by replying STOP or by contacting us directly.

Who we share your information with

We may share your information with:

• The consultant or clinic we match you with, so they can assess your suitability and arrange care
• Our form and customer relationship management providers, including GoHighLevel, which process data on our behalf
• Website hosting, analytics and communication service providers
• Regulators, courts or law enforcement if required by law

We do not sell your personal information. Any third party we use is contractually bound to keep your data secure and only use it for the purposes we instruct.

Legal basis for processing

We rely on the following legal bases under UK data protection law:

• Consent — where you tick a box agreeing to be contacted by us or a consultant, including WhatsApp or SMS contact
• Contract — to take steps to provide the matching service you have requested
• Legitimate interests — to operate and improve our service, provided this does not override your rights
• Legal obligation — where we are required to disclose information by law

How long we keep your information

We keep your personal information for as long as necessary to provide our matching service and to comply with legal, accounting or reporting requirements. Typically, this means we retain enquiry data for up to two years after your last interaction with us, unless you ask us to delete it sooner.

Your rights

Under UK data protection law, you have the right to:

• Access the personal information we hold about you
• Correct inaccurate or incomplete information
• Ask us to delete your information in certain circumstances
• Restrict or object to our processing of your information
• Withdraw your consent at any time
• Complain to the Information Commissioner's Office (ICO)

To exercise any of these rights, please contact us using the details below.

Cookies and tracking

Our website uses cookies and similar technologies to understand how visitors use the site, to remember your preferences and to support the enquiry forms embedded from our third-party providers.

With your consent where required, we use the Meta Pixel provided by Meta Platforms to measure visits, enquiries and booked appointments that follow our advertising, and to understand the effectiveness of those adverts. Meta may receive technical information such as your IP address, browser or device information, the page visited, cookie identifiers and the time of the event. We do not include your name, email address, telephone number, medical information or form answers in these tracking events.

The Meta Pixel is blocked in the UK and other regions requiring consent until you select Accept. Rejecting does not stop you from using the website, submitting an enquiry or booking. You can withdraw or change your choice at any time using the Cookie Settings button shown on the website. Your choice, the date and the version of the notice are stored in your browser so we can respect it. You may also manage cookies through your browser settings. More information is available in Meta's privacy policy.

Security

We take reasonable technical and organisational measures to protect your personal information from unauthorised access, loss or misuse. However, no online service can be completely secure, and we cannot guarantee absolute security.

Changes to this policy

We may update this privacy policy from time to time. Any changes will be posted on this page with an updated "last updated" date. We encourage you to review this policy periodically.

Contact us

If you have any questions about this privacy policy or how we handle your personal information, please contact us at:

Email: privacy@kneepainclinic.app

Service: Knee Support Clinic, UK-wide patient matching service