The way we think outside of the box is by listening and being innovative whilst making our services friendly, flexible and personalised. We just happen to provide great services for your body, mind and spirit.
The way we think outside of the box is by listening and being innovative whilst making our services friendly, flexible and personalised. We just happen to provide great services for your body, mind and spirit.
The way we think outside of the box is by listening and being innovative whilst making our services friendly, flexible and personalised. We just happen to provide great services for your body, mind and spirit.
We get to the root cause of your problem with our Specialist Services in Physiotherapy, Osteopathy, Sports Therapy/Massage, Foot/Ankle injury services and more.
WELCOME TO PERFECT BALANCE CLINIC
We are a team of expert pain relief specialists and rehabilitation professionals that can tend to your aches and pains, regardless of the cause. Whether you are an infant, a sports professional or of the elderly generation, whatever your pain or rehabilitation concern. We aim to get you back running, jumping, skipping or whatever you need to do to feel great again, quickly!
We are proud to offer an extensive range of specialists that position the body in an optimal place to heal itself with our unique 360-degree approach, we get results. We can provide you with the latest therapeutic modalities and treatments to get you moving and out of pain quickly.
Our teams meet on a regular basis to discuss cases and we will ensure you get the best of all of our expertise to help you get better. Our clients are those that are not happy with their current situation and are ready for something that will make a difference.
Our therapists are selected for their unique, qualified skills to work with small friendly teams. Our locations are not only chosen for their smart, trendy addresses, but for the ease of access and convenience to all of our clients.
We hope to welcome you soon to one of our clinics where you will be made to feel comfortable and have your injury or condition assessed and dealt with effectively.
Sports Injury Specialists
We have a range of services tailored for most forms of pain rehabilitation. Our specialists and network of specialists are hand chosen to ensure we deliver a high standard of care across all our services.
We are recommended as a first choice by the following insurance companies and more:
We believe our results speak for themselves. Read about some of our results…
20:58 24 Jan 19
Perfect Balance are a fantastic company. Excellent staff throughout, I have been seeing Oliver for sports massage\back injury recovery and he is excellent!
17:11 17 Jan 19
I have enjoyed a good deal of help from Perfect Balance who are assisting me with my Chronic condition. Stephen as the first Practitioner I saw was thorough, helpful and very Professional. After my first treatment with him I saw Kal for soft tissue therapy, massage and after several sessions I can say he has been professional, pleasant and effective and given me considerable help. I am also getting help from Marsh with Rehab. Again an interested, well focussed and professional approach. Whether we can find the ultimate answer to my issues or not, I am confident of professional and effective help from these practitioners towards my ultimate health and fitness goals.read more
17:37 09 Oct 18
After having shoulder pain and tightness for long time it was a relief when Aaron Trim was able to diagnose the issue quickly by listening to my symptoms.
I had several sessions with Aaron, who was able to relieve the immediate symptoms and suggested ongoing exercises to prevent the injury reoccurring.
Great team at Perfect Balance and I would definitely recommend them for anyone looking for rehabilitation or anyone with undiagnosed sports injuries.read more
18:19 25 Sep 18
I am a professional dancer who came to PB with an old hip problem causing me pain. It turned out I'd partially tore the tendon. With the help of Physio Therapy, Sports Therapy and Nutrition analysis and advice my hip is definitely on the mend and I'm sure this time for good! I feel the communication between staff members, services and direction from the practitioners was fantastic. Stephen for his treatment, Aaron for Sports Therapy and Sergio for Nutrition all worked really well together. If you're in need of a physio and want to tackle your injury from every direction PB is the place to go.read more
17:59 24 Aug 18
I had a sports massage with Olly. He was absolutely brilliant and very professional. He managed to fix my dodgy back and was easy to chat to.
08:49 22 Aug 18
I went for a sports massage with Matt Pollard, particularly needing help with a troublesome frozen shoulder. So far I have seen Matt four times, and he's really helped "unfreeze" the shoulder with his techniques. It's almost back to normal now. Matt goes the extra mile to not only provide a great service but also to explain his techniques. Thanks Matt!read more
20:23 16 Aug 18
Had a series of appointments with Aaron at Perfect Balance after suffering with chronic lower back pain with a herniated disc. Immediately felt my back improve after only one session and progressed steadily throughout my treatment. My exercise plan between sessions was challenging and was key for me to understand how to prevent injury when I returned to playing football.read more
18:46 02 Jun 18
Had an appointment with a physician and sports tapes were applied. One strip was applied far too tight which pulled the top layer of my skin that has left a scar. Went in to advise them of what happened and was promised a call back once they looked into it. No call back, they didn’t care at all.read more
16:25 08 Feb 18
I've now had 4 sports massages with Mat Pollard, all targeting different areas and issues which materialise through my marathon training and fitness coaching. I can't speak more highly of him...he is an absolute legend! I'm totally inspired by his knowledge and ability to work out where the routes of my problems come from each time and I'm loving learning so much more about the human body whilst he treats me! Thanks Mat!read more
23:11 02 Feb 18
Just one session with Aaron and I could move again after my back locked up and left me with very limited movement and serious pain. He also gave me some stretches to do at home and great aftercare advice. Thank you Aaron would definitely recommend!read more
15:59 29 Jan 18
Great service and received some great advice. Will definitely be going back.
12:28 24 Jan 18
Matt Pollard is always helpful and active in getting results. I'm currently struggling to shake off a recurrent injury and his persistence is great. He is positive and encouraging as well as knowledgeable in his craft....even if he does inflict pain ('good' pain) on occasions!read more
11:59 24 Jan 18
They offer some great services here backed by some very knowledgable staff. Mat Pollard is an excellent deep tissue sport massage therapist. Stephen Makinde works very hard and has a vast amount of experience. He has helped some several long term injuries. Highly recommended.read more
11:29 03 Nov 17
I saw Lucy Georgiou regarding my knee swelling and pain. She was very thorough and understood my issues. Very informative and professional and I feel confident that she can help me back to recovery.
20:52 15 Oct 17
After many years of chronic back pain, and passing from one specialist to another, I was recommended to Stephen Makinde. I cannot praise him more highly ... He is very knowledgeable and a real professional ... He has helped me back to a more healthy and pain free life.
I've seen other members of the Perfect Balance team for other problems over the years. Each and every one of them is a dedicated professional, who take the time to establish the cause of the problem and work with the patient to aid recovery.
I wouldn't hesitate to recommend the Perfect Balance Clinic team.read more
12:21 06 Oct 17
Perfect balance has been very professional throughout my treatment, there is no massive waiting list and I feel like the treatment has been helping since day one. Claire is a great physio and would highly recommend her to anyone.read more
17:36 28 Sep 17
Aaron (Sports Therapy) was excellent throughout, from explaining what was going on, to conducting the treatment and providing support and advice to get me back up and running quickly.
15:04 08 Aug 17
5-star experience - thanks to Mat Pollard - an excellent Sports Massage Practitioner and all-round very knowledgeable and personable chap. Always learning so one feels in safe hands. Would highly rate his latest foot manipulation therapy. For weeks before much discomfort in my feet and legs - for the last 2 weeks since - NONE! Enough said. Thanks Matread more
17:23 07 Aug 17
I was very pleased with my visit to Lucy regarding my sciatica problem. She diagnosed my problem quite quickly, and gave me an achievable exercise routine to help with my recovery, am looking to book my follow up appointment in a few weeks to discuss the results, highly recommended. read more
11:43 07 Aug 17
After having a biking accident, I was left in a neck collar for a while. However, the pain never really abated, and that was when I was put in touch with Perfect Balance Clinic. My impression of the set-up right from the start has only been exceptionally great, far exceeding any experience with other osteopaths. Initially, I saw Andrew, who was very understanding of the issues. He helped progress me massively - his whole aim was to get me better so that I wouldn't have to return to the clinic. When I hit a plateau, he did the professional thing of transferring me to Lucy Georgiou for a second opinion. I have been seeing Lucy ever since, and the ongoing difference she has made is unbelievable. She is always so ready to explain what is going on with my back and neck, so that I understand exactly what it is that she is treating. Lucy is always professional and personable. My whole experience here has been outstanding, and that is why I have recommended many of my friends and family.read more
12:47 20 Jun 17
Excellent place, and really helped my back.
09:10 20 Jun 17
Having been to various GPs, Consultants and Physio Therapists, the painin my neck and shoulder and lower back from an old injury never seemed to go away, The GPs prescribed more and more pain killers telling me I “just had to live with it”, and it was my age. Fast forward 10+ years and treatment from Stephen at Hatfield over those years the pain is fine, I am still able to play sports and keep reasonably healthy (even after a heart attack) and two year later CABG surgery , The pain comes back now and then but nothing like it used to be, and I can still live my life – Moves to various parts of the country and different Osteopaths had me driving from Scotland to Hatfield to receive treatment as only Stephen seem to get to the problem quickly and efficiently solved ( A bit over the top maybe) but living pain free is a great thing! I still have treatment at Hatfield having moved back into the area, and also have taken advice from Stephen which has helped me a great deal. A big thank you Stephen and the Team for your excellent service, care and attention keeping this 75 year old activeread more
12:28 08 Jun 17
I saw Liz for a sports injury that had been bothering me for some time. She was amazing! I have seen a drastic improvement since our first session and she was personable and informative along the way!
15:50 08 May 17
The team are extremely professional between Stephen and Aaron they always fix me
09:13 03 Apr 17
Stephen's fantastic and the service is faultless.
17:13 26 Mar 17
I had my first personal training session with Phil, it was amazing! Phil really took the time to set realistic goals with me, talk through my diet plan, find out what exercises I enjoyed doing, what I wanted to learn to do and tailored the session to meet my individual needs. Phil was great, he ensured that I felt comfortable, whilst also encouraging me to push myself that little bit harder.
I will definitely be having more sessions with Phil!read more
17:37 17 May 15
I've seen Stephen Makinde at Hatfield, Fitness First and St Albans and his professionalism is flawless. That can also be said for his skills at identifying the causes and providing effective therapy to quickly resolve my shoulder injury. The whole outfit is hugely impressive and I am only too happy to recommend Perfect Balance to my patients. read more
11:56 12 Feb 15
I've been to the Hatfield Perfect Balance Clinic as I had pulled a muscle in my lower back and I also have had a long term shoulder problem. I have been getting treatment from Mat Pollard over the past few weeks. He's been absolutely brilliant, and has given me some great advice. I will certainly be recommending him and Perfect Balance Clinic to others. I definitely give Perfect Balance 5 stars, great value for money 🙂 read more
13:14 04 Feb 15
Following a motorcycle accident in Italy last June I suffered a broken ankle, was flown home and remained in cast for six weeks. As an avid gym goer, fitness enthusiast and workaholic, my concern was not about the accident but about getting back on my feet and not having any ongoing issues that would stop me doing what I love doing; you can imagine therefore my grief when I suffered complications when the cast was removed! I had no hesitation in calling Perfect Balance who quickly diagnosed the issue and worked closely with me, over a period of time, to get me back on track . . . . following each treatment I received I did exactly what I was told in the gym and haven’t looked back! Their personable, professional and extremely knowledgeable staff are second to none and I trust them implicitly with my well-being (and that of my family and friends to whom I have recommended their services over and over) which is why I haven’t and won’t go anywhere else. My thanks, on this occasion, go especially to Stephen and Ulla – my testament to them is that I’ve signed up to trek Iceland this year for charity; I wouldn’t be doing that with a dodgy ankle!
15:50 01 Feb 19
Having suffered with an ankle injury for 4 months and receiving treatment locally, I finally saw Stephen and Olga and was back running within 3 weeks! Sports massage with Olga is now a vital part of my training to keep injury free. These guys are miracle workers!read more
08:01 04 Jun 18
Stephen and Daine have got me back on track quicker and better than anyone I've worked before - a combination of knowledge, a clear plan and fun along the way has been amazing. I already recommend them to everyone with an injury!read more
10:10 10 Apr 18
I’ve just seen Daine for a back injury roughly 6mo after he resolved my neck issue. Daine literally works magic. He is professsional and amiable every time I see him and I’ve never had such good care. I could barely walk into the office and was in a massively amout of pain. 45 VERY vigorous minutes later, I walked out feeling thousands of times better with a stretching plan and follow-up appointment. I can’t recommend him and PBC highly enough. I’m a client for life!!read more
20:50 22 Feb 18
Stephen and the team are always super professional. Stephen's knowledge is second to none and time spent with him always gets to the problem at hand. He fixed my elbow when nothing else was working. Highly recommend Perfect Balance.read more
10:16 01 Feb 18
I have had treatment from Vijay & Andrew, both have been excellent. Friendly, professional & effective with their treatment. Would recommend highly!
10:59 19 Jan 18
Very professional team at Perfect Balance Clinic. They are truly here to help you resolve whatever issue you may have in the quickest but most thorough way possible.
I used to suffer from intense pain every moment of my day and this has been reduced so much with the help of the osteo and physio sessions at this clinic.
They’re a very understanding team and very kind and a good reception team too- I’ve never had any issues with booking or cancelling appointments.
I would definitely recommend PBC! Book a session, it is well worth it.read more
15:43 18 Jan 18
I have received treatment for my injured ankle from Daine and I can't be happier! Great person and great professional! In just a few weeks I improved a lot my condition and I definitely recommend this clinic.read more
15:58 02 Nov 17
Einav is great! Very professional and always super helpful.
12:05 04 Oct 17
This summer I suffered a broken collarbone after a cycling accident and I began treatment with Einav five weeks later. I felt she did a great job at understanding my goals and recovery expectations, particularly with relevance to my desire to resume playing basketball. The rehab programme that Einav developed for me felt well-balanced -- exercises were both simple and challenging at times. I appreciated her thorough responses to any questions I had as well as her positive outlook. I would definitely recommend working with Einav and won't hesitate to reach out for further appts if required.read more
07:41 02 Oct 17
Einav is fantastic. Suffering from a back spasm the appointment was easy and quick to arrange and from the first session the pain and discomfort started to reduce and over the next 3 sessions with a combination of treatment and exercises the problem was resolved. Thank you.read more
21:08 22 Aug 17
I have been receiving treatment from VJ and more recently Julia from perfect balance for a back and shoulder issue. Both from the beginning have been excellent.
I was extremely impressed with their speed of identifying the issues with my injury as it was not sports related and the recommendations they both offered for alleviating my injury outside of the treatment room.
Julia in particular has been excellent in guiding on what to do in relation to stretches and changes to make in my day to day activities.
I would highly recommend Perfect Balance.read more
14:03 13 Jul 17
I have been seeing Daine since March 2017, originally to treat an injury and thereafter each week for maintenance. Daine combines deep expertise and knowledge with practical advice and a friendly attitude. I would not hesitate to recommend him to others. read more
07:08 27 May 17
Einav is a great physiotherapist 🙂 she helped me fix my hip injury in a couple of months. It was always very nice going to her sessions. she is very professional yet you can laugh with her aswell.
She gave me good advices on building a running plan.
She is also very involved with her patients as she has been sending me follow-up emails since my last session.
Would definitely recommend 🙂 read more
19:03 26 May 17
I contacted Perfect Balance Clinic with a groin injury. I was delighted that Einav saw me within one day. She collected information on my training, determined the injury cause and proposed treatment and exercises. She understood my training goals and worked towards fastest recovery route in order to achieve these.
All appointments were always very efficient and punctual but at the same time allowing sufficient time to answer all my questions in depth.
I would definitely recommend Perfect Balance Clinic and Einav. read more
13:00 23 May 17
I saw Einav when I was in London on holiday and needed a physio for an unexpected injury. She was absolutely fantastic. She was thorough in her examination, proactively explained what was happening and was very clear in answering all of my questions. She even gave me her email to follow up if I had any additional questions. The treatment was also great - I felt much looser after the session. I would definitely recommend seeing Einav if you need a physio in London!read more
04:59 23 May 17
Julia is excellent, she's really helped reduce pain and improve my posture.
16:58 22 May 17
Stephen Makinde is the "Go To" man for me. Top bloke and he always sorts me out - no fuss, straight forward and sorted. I'll be back for the next injury that needs attention.
08:00 12 Apr 17
I have been seeing Stephen Makinde for lower back pain and he is fantastic. After 2 months of horrendous pain that other professionals couldn't help alleviate, Stephen was recommended to me. He recognised my issue straight away and after my second treatment I felt immediate pain relief. He is amazing and I would thoroughly recommend him.read more
13:59 03 Apr 17
I saw Stephen Makinde for back and neck problems and he was excellent. So knowledgeable and enthusiast. I would highly recommend!
12:42 27 Mar 17
Daine is a fantastic sports masseuse. I'm training for the London Marathon and a visit to him every couple of weeks sets me and my legs right. Perfect Balance is clean and professional, and I can't recommend it enough for sports massages!read more
18:33 04 May 16
Perfect Balance Clinic provided a solution to what was a long-term unresolved back problem. They brought me back to fitness with expert treatment and have since provided a first rate maintenance regime accommodating sessions around my busy work schedule which has kept me fit and active. I have recommended them to a number of friends and colleagues.read more
14:37 04 May 16
I have used various services at Perfect Balance Clinic for over three years on and off for a variety of issues as I have been training and picking up injuries, as well as rehab work that needed doing. I have found them to be very professional, as you would expect, however the really interesting thing is their flexibility. They are always able to see me at short notice and fit me in and secondly they are very quickly able to identify the issue I have and use a variety of techniques, which doesn’t limit them to one course of action.
Over many years I have used a variety of therapists and am now confident that whenever I have a problem they are just a phone call away and are able to help quickly.read more
11:14 28 Dec 18
My daughter had a netball injury and we originally saw Claire Chaplin who was very good, but being a sports injury, Claire put us onto Sonal who was exceptional. She gave my daughter some excellent exercises to strengthen her ankle and each time we came back to see Sonal, her encouragement to my daughters progress was very helpful and more exercises given to improve her ankle. We shall certainly be going back to see her. Just brilliant.read more
20:48 24 Nov 18
5 stars is not enough to rate Sara! She deserves 10 at least. Sara Randall is a great specialist, perfect listener and extremely experienced mother who will give you and your baby all her time and attention. Highly recommended!!!read more
13:38 30 Jan 18
Sonal is brilliant. I have severe degenerative Osteoarthritis. She has helped me to retain some flexibility and improve restricted movement in my joints. If I am in the country I see her once a month.
22:51 17 Jan 18
I had treatment with Claire. She was professional and really knew her stuff. Such a huge improvement in such a short space of time. Highly recommend.
16:47 21 Nov 17
Treated by Sonal and continue to work with her, exceptionally knowledgeable. Highly Recommended.
07:42 19 Oct 17
I had shoulder and neck pain which was causing a lot of tension in my head and giving me headaches. I was treated by Sonal who was very thorough and quickly pinpointed the issue. I had a 30 minute session which included a massage and some stretching techniques which I am able to continue at home. The team were very quick and responsive and helpful.read more
08:35 14 Aug 17
Prefect environment & location at the David Lloyd Bushey. Sonal was very attentive & informed. Hopefully, I'm recovered now, but would definitely go back if required & thoroughly recommend the practice.
08:45 10 Aug 17
Very good service from Claire and my injury seems to be healing well from the exercises given to me
10:06 01 Aug 17
Claire was excellent. Listened to my problem and after a deep tissue massage and taping she got me to the start of the half marathon raring to go. And my Achilles gave me no problem throughout. Would definitely recommend.read more
14:30 23 Dec 16
Really good advice for my newborn baby, highly recommended.
If you are looking for a team to help you with pain relief or rehabilitation services, please don’t hesitate to contact us on: 0800 0724 012 or use the contact form on the right to send us an enquiry
Alternatively please submit your enquiry using the form and we will ensure that the right person contacts you to discuss how we can help.
We will always arrange to speak to you about your condition first before you come in to avoid you spending un-necessary time or money unless we feel we can help you.
Perfect Balance Clinic Ltd | Registered Office Wellington House, 273-275 High Street, London Colney, St Albans, AL2 1HA | Registered in England and Wales 06925401
Data protection contact:
Last updated: February 2018
Here at Perfect Balance Clinic we take your privacy seriously and will only use your personal information to administer your account and to provide the products and services that you have requested from us. We are committed to protecting your and your family’s personal information when you are using any of our services. The Privacy and Cookies Policy relates to our use of any personal information we collect from you via the following services:
Any Perfect Balance Clinic Website that links to this Privacy and Cookies Policy
Social media or official Perfect Balance Clinic content on other websites
It also relates to our use of any personal information you provide us by phone, SMS, email, in letters and other correspondence and in person. Perfect Balance Clinic works hard to safeguard your personal information. Whenever you provide such information, we are legally obliged to use your information inline with all applicable laws and regulations concerning the protection of personal information including the current Data Protection Act 1998 and the General Data Protection Regulations introduced in May 2018. In order to provide you will a full range of products and services, we sometimes need to collect information about you. You can trust us with your information - we have created this policy to help you understand what data we collect, how we collect it, what we disclose and how we use, store and transfer it.
Our Privacy Commitments:
For as long as we keep your data we will work with you to keep it up to date and we will protect it with the appropriate security and safety measures
We will be as transparent as we can with you on what personal data we collect, how we use it and how it will be processed
Remember you can email us at firstname.lastname@example.org to update your privacy preferences, alternatively, you can change your settings via our reception team or using our ALICE system, located in the reception area of any one of our clinics. If you have any questions at all about our privacy or cookies policy you can contact us 24 hours a day, 7 days a week at email@example.com. These policies apply to:
All visitors to our website
All prospective job applicants
All clients who use our products or services
Sports massage and therapy
Podiatry and foot clinics
Laser and shockwave therapy
Bespoke pregnancy, corporate and athlete services
We are recognised by all major insurers and all our therapists are covered by private health insurance policies.
1.1 Compliance with Regulatory Authorities:
We regularly review our compliance with our Privacy and Cookies Policy. When we receive formal written complaints, we will contact the person who has made the complaint to follow up. We will also work with the appropriate regulatory authorities, including local data protection authorities such as the Information Commissioner's Office (ICO) to resolve any complaints regarding the transfer of personal data. As a Data Controller who is processing personal information and who meets certain criteria, we are registered with the ICO. You can click here to view our registration details.
2.0 Compliance with Data Protection:
2.1 What information we collect about you:
We collect information to provide better products and services to all our service users. We collect information in the following ways:
The information you give to us: Many of our services require you to provide us with personal information as part of our client registration, appointment booking or marketing processes. When you sign up to receive any of our products or services we will ask you for information such as your name, email address, residential address or telephone number.
The Information we get from your use of our services: We collect information about the services that you use and how you use them, like when you visit one of our clinics or visit a website that uses our advertising services or view and interact with our ads and content.
The types of personal information we use may include:
Personal details such as names, addresses, telephone numbers
Family details for example next of kin
Services, for example, details of services accessed or offered by providers
Lifestyle and social circumstances
Physical and/or mental health details
Visual images, personal appearance, and behaviour, for example if CCTV images are used as part of building security
Details held in the client's records, where we hold or manage the clients' records
Responses to surveys, where individuals have responded to surveys sent by Perfect Balance Clinic
Our legal basis for collecting and processing this data is because you have either given us consent to process this data as part of the provision to you of the services purchased by you or because the processing of your data is necessary for a contract we have with you. All sensitive data is encrypted and stored securely using industry-standard data encryption, multiple layers of firewalls are in place, and we perform regular security audits.
2.1.1 Information for job applicants and employees:
Perfect Balance Clinic will process information provided by applicants either directly or via third parties such as job application sites, for the management of their application and the subsequent selection process. This involves providing details to the shortlisting and selection panels. Other details are kept helping fulfill our obligations to monitor equality and diversity within the organisation and in the application process. You can find out more information about the use of personal data throughout the application process or by visiting our dedicated page on our Perfect-Balance-Recruitment-Privacy-PolicyWe also process sensitive classes of information for our employees that may include:
Racial and ethnic origin
Trade union membership
Religious or similar beliefs
Employment tribunal applications, complaints, accidents, and incident details
Criminal Offence data (including alleged offenses), criminal proceedings, outcomes, and sentences
This information will generally relate to our job applicants (if successfully offered a position with us) and our employees, this is covered by the Privacy Notice for Employees, or for those health professionals we manage.
Our legal basis for collecting and processing this special category data is because the processing of your data is necessary for a contract we have with you and our additional special condition for processing this special category data is that it is necessary for the purposes of carrying out the obligations and exercising specific rights of the controller or of the data subject in the field of employment and social security and social protection law in so far as it is authorised by Union or Member State law or a collective agreement pursuant to Member State law providing for appropriate safeguards for the fundamental rights and the interests of the data subject. All sensitive data is encrypted and stored securely using industry-standard data encryption, multiple layers of firewalls are in place, and we perform regular security audits.
2.1.2 Personal information from you about others:
Through your use of our services, we may also collect information from you about someone else, such as friend referrals. If you provide Perfect Balance Clinic with personal information about someone else, you must ensure that you are authorised to disclose that information to Perfect Balance Clinic and that, without Perfect Balance taking any further steps required by applicable data protection or privacy law, Perfect Balance may collect, use and disclose such information for the purposes described in this Policy. This means that you must take reasonable steps to ensure that the individual concerned is aware of and/or consents to the various matters detailed in this Policy, including the fact that their personal information is being collected, the purposes for which that information is being collected, the intended recipients of that information, the individual’s right to obtain access to that information, Perfect Balance Clinics’ identify, and how to contact Perfect Balance. Where requested to do so by Perfect Balance Clinic, you must also assist Perfect Balance Clinic with any requests by the individual to access or update the personal information you have collected from them and passed on to us for the service.
2.2 How we use the information we collect about you:
Your information may be used to:
Check and report internally how effective Perfect Balance and the products and services we offer has been
Investigate complaints, legal claims or important incidents
Make sure Perfect Balance Clinic continues to meet our clients needs both now and in the future
Review the care provided to make sure that this continues to be of the highest possible standard
Manage specialised services that Perfect Balance Clinic provides through third parties
We may keep your information in written form or on a computer. Whenever possible all information that identifies you will be removed. Our legal basis for collecting and processing this information is our legitimate interests in knowing more about our clients or it is necessary for a contract we have with you. Perfect Balance Clinic is a Data Controller for the TM2 System; provided by our third party processor (TM2). This system holds personal health-related data of all clients registered with our clinics. Our legal basis for collecting and processing health-related information obtained from our clients (special category data) is because the processing of your data is necessary for a contract we have with you and our additional special condition for processing this special category data is that it is necessary for the provision of health or social care or treatment. For more information please contact firstname.lastname@example.org
2.2.1 Sharing your information:
There are a number of reasons why we may share your information. This can be due to:
Our obligations to comply with current legislation
Our duty to comply with a Court Order
You have consented to disclose
To read more about our Frequently Asked Questions, please click here.
4.0 Information Security:
We are committed to protecting Perfect Balance Clinic and our service users from unauthorised access to or unauthorised alteration, disclosure or destruction of information that we hold. We do this through:
Encryption of many of our services using SSL
We review our information collection, storage, and processing practices, including physical security measures, to guard against unauthorised access to systems
We restrict access to personal information to Perfect Balance employees, contractors, and agents who need to know the information in order to process it for us and who are subject to strict contractual confidentiality obligations. They may be disciplined, their contract terminated or appropriate legal action taken if they fail to meet these obligations.
Our induction process and regular training ensure that all our employees are aware of their responsibilities and best practice guidelines; ensuring the necessary safeguards and appropriate use of person-identifiable and confidential information. Under the Perfect Balance Code of Conduct, all our employees are also required to protect your information and inform you of how your information will be used. This includes, in most circumstances, allowing you to decide if and how your information can be shared. Everyone working in Perfect Balance Clinic is subject to the common law duty of confidentiality. Information provided in confidence will only be used for the purpose advised and consented to by the service user, unless it is required or permitted by the law.
5.0 Accessing Perfect Balance Clinic Website from outside the UK:
Perfect Balance Website is published in the UK by Perfect Balance Clinic at PerfectBalanceClinic.co.uk. The international version of the website, PerfectBalanceClinic.com, is made available to international users accessing the website outside the UK by Perfect Balance Clinic. All personal information submitted by users outside the UK will be processed in accordance with this Privacy and Cookies Policy.
6.0 Transparency and choice:
People have varying privacy concerns and our goal is to be as clear and transparent as possible with regards to the information we collect so that you can make choices about how this is used. You can:
Adjust/update your preferences with regards to how we market our products and services to you by contacting email@example.com
Set your browser to block all cookies, including cookies associated with our services or to indicate when a cookie is being set by us
8.0 Contacting Perfect Balance Clinic:
Copyright 2018 Perfect Balance Clinic Ltd. All rights reserved.
Terms and Conditions
Should you visit us for services they are provided to individuals of all ages regardless of gender, colour, ethnicity, creed, national origin, or disability. The purpose of physiotherapy and all our services is to treat disease, injury and disability by examination, evaluation, diagnosis, prognosis and intervention by use of rehabilitative procedures, mobilization, massage, exercises, and physical agents to aid the patient in achieving their maximum potential within their capabilities and to accelerate convalescence and reduce the length of functional recovery.All procedures will be thoroughly explained to you before you are asked to perform them. Response to all our therapies and interventions varies from person to person; hence, it is not possible to accurately predict your response to a specific modality, procedure, or exercise protocol. Perfect Balance Clinic does not guarantee what your reaction will be to a specific treatment, nor does it guarantee that the treatment will help resolve the condition that you are seeking treatment for. Furthermore, there is a possibility that the physiotherapy treatment may result in aggravation of existing symptoms and may cause pain or injury. It is your right to decline any part of your treatment at any time before or during treatment, should you feel any discomfort or pain or have other unresolved concerns. It is your right to ask your physiotherapist about the treatment they have planned based on your individual history, physiotherapy diagnosis, symptoms, and examination results. Consequently, it is your right to discuss the potential risks and benefits involved in your treatment.
Perfect Balance Clinic values the views of all clients, and welcomes comments and suggestions from our clients. We endeavour to provide a service of the highest standard at all times, in relation to service delivery and our commitment to work in partnership with our clients, to deliver their healthcare in a way that meets their needs.Our company director will ensure all comments and suggestions are communicated to the lead clinician and produce a quarterly and annual report for The Board of Directors. Our company director is the key contact for our clients to deal with any problems that may arise, including client complaints.A formal complaints policy is available to all clients upon request. Below is an outline of our complaints policy.
Clients are encouraged to give their feedback, at times when clients wish to make a complaint; the process will be managed by the company director. If a client raises a matter of concern with a member of staff, the members of staff should advise the client of the complaints policy and direct the client to the company director. When the company director is on planned or unplanned leave alternative arrangements will be made to manage the complaints procedure.
Clients are advised to address their complaint in writing to Perfect Balance Clinic David Lloyd Hatfield Mosquito Way Hatfield Herts Al10 9AX
All complaints will receive written confirmation within two working days upon receipt of the complaint, outlining the stages of the investigation.
A full response will be made in writing within 20 days of receipt of the complaint, outlining the investigation process, steps taken and outcomes and actions taken following the investigation of the complaint.
All complaints will be investigated by the company directors, with an investigation report to be presented to The Board of Directors. Complaints will be correlated with the annual results of the client satisfaction survey, to enable the directors to review and assess service delivery and the views of our clients.
Perfect Balance Clinic acknowledges complaints as a serious matter, and is committed to rectify areas that may cause concern or dissatisfaction for our clients.
A summary of complaints and the outcomes will be presented at team meetings, to ensure relevant areas of concern, action taken, and changes in practice as a result of the complaint investigation, are communicated to all members of staff and associates.
A parent or legal guardian present will need to be present during all appointments unless prior written confirmation has been provided to the clinic.
payment must be made in advance of treatment for all services unless you have an exclusive account with us. Payment must be made in advance for all running clinic sessions and some group sessions that we offer
Late payments policy
please note that with effect from 1 June 2015, late payment of invoices (30 days after treatment) will be subject to an additional charge on the following basis: £10 for appointments in our Hertfordshire, Bedfordshire or Cambridgeshire clinics and £15 for appointments in our London clinics
Offers and promotions
All offers and promotions cannot be exchanged for any cash value. The promotion and offer or voucher should only be used by the intended person and as such we may ask for ID proof from the person producing the voucher to verify they are the recipient. Promotions and offers cannot be shared between individuals.All vouchers unless otherwise dated are to be used within 1 year of their receipt or known release from the clinic to an event or promotion.All offers and promotions may be subject to special arrangements or exclusions and Perfect Balance Clinic reserve the right to offer ‘introductory’ sessions to specific practitioners which may exclude some self-employed practitioners and the company directors. Where possible a full list of who the offer applies to can be provided in writing prior to your appointment.
Refund and cancellation policy
24 hours notice is required for cancellation of appointments, otherwise, a full charge will be incurred. Missed sessions without the 24 hours notice will be fully chargeable as if intended. For refunds of equipment purchased equipment must be returned (unopened, unused and not damaged) within 14 days of purchase with proof of purchase.
Packages are non-refundable.
Using your Private Medical Insurance Policy
If you are planning to use private medical insurance (pmi), please contact your insurer as soon as possible and before your first Perfect Balance appointment to ensure you meet the terms of your policy.The procedures of insurance companies differ and some require the policyholder/patient to obtain a GP referral before they grant authorisation to commence treatment. Most private medical insurers cover osteopathy, physiotherapy, and podiatry but other treatments, eg sports massage, pilates, and rehab will not be covered. Please check the terms of your policy with your insurer.Naturally, if you are in pain you wish to be treated as quickly as possible and we wish to offer the earliest available appointment to start you on the road to recovery. However, please be aware that insurance authorisation can not necessarily be applied retrospectively. Please tell us when you book your first appointment that you intend to use pmi to claim for your treatment. In order to book your appointment with an appropriate practitioner, we need to know which insurance company it is.We need you to provide us with the following:
Name of insurance company
Policy or Membership number
Claim reference/Authorisation code for this course of treatment
Which part of the body (eg left shoulder, lower back, etc)
Number of sessions/budget authorised
Details of any Excess due
Some insurers do not cover the full fees for treatment. Once we have your authorisation details we can invoice at the fee agreed by Perfect Balance with your insurer. Until we receive the authorisation details we will invoice at our standard rates and you may be liable for the costs.We will send your invoices to your insurance company directly for payment once we have all the details. Your insurance company may inform us that the invoices are your liability, for example, due to excess, shortfall, benefit limit exceeded. In this case, please settle your account with Perfect Balance within 30 days of notice.Your practitioner may recommend an alternative treatment to speed your recovery and this may not be covered by the original authorisation. For instance, an osteopath may recommend you go on to see a physiotherapist or podiatrist or vice versa. Please check with your insurer and obtain a fresh authorisation if necessary.Sometimes it may be a simple matter of holiday cover by one practitioner for another; it is preferable for you to be treated by another practitioner recognised by your insurer so you can continue claiming. Please remind us to book you with an appropriately recognised practitioner.If you have any questions relating to your private medical insurance it is best to direct them to your insurance company in the first instance. We will do our best to assist you in the claim process.
Data Protection Policy
We take data protection seriously; please let us know of any changes to your personal data e.g. name, contact details, insurance company, person registered on account, this helps us ensure your records are kept accurate and up to date.
Requesting your medical records or information we hold about you via a Subject Access Request (SAR)
A SAR must be made in writing. We use a standard form to make it easier for us to recognise a genuine request and make it easier for the individual to include all the details they might need in order for us to locate the information they want. Click the link below to access the SAR template.
SUBJECT ACCESS REQUEST FORM
If the SAR is valid, we will action without delay and at the latest within one month of receipt. Where the request is complex or numerous we will action within three months.
Accessing personal data on someone else's behalf
A person is only entitled to their own personal data unless they are acting on behalf of someone. If information is being requested via a third party e.g. a solicitor, GP surgery or insurance company acting on behalf of a client or by an individual wanting someone else to act on their behalf, we will need to be satisfied that the third party making the request is entitled to act on behalf of the individual. It is third parties responsibility to provide evidence of this entitlement. This could be in the form of:
Written authority to make the request
General power of attorney
If we feel that the individual may not understand what information would be disclosed to a third party who has made a SAR on their behalf, we will send the response directly to the individual rather than the third party. The individual may then choose to share the information with the third party after having a chance to review the information.
Requests for information about children
Even if a child is too young to understand the implications of SAR rights, the data held about them is still their personal data. It is the child who has a right to access the information held about them, even though in the case of young children these rights are likely to be carried out by a parent/guardian.
Before responding to a SAR for information held about a child we will consider whether the child is mature enough to understand their rights - if the answer is yes then we will respond directly to the child rather than the parent. When considering cases that are borderline, as advised by the Information Commissioner's Office (www.ico.org.uk) we will also take into account:
The child’s level of maturity and ability to make decisions like this
The nature of the personal data
Any court orders relating to parental access or responsibility that may apply
Any duty of confidence owed to the child or young person
Any consequences of allowing those with parental responsibility access to the child’s or young person’s information
Any detriment to the child or young person if individuals with parental responsibility cannot access this information
Any views the child or young person has and whether their parent should have access to information about them
Identifying the requester
In order to avoid personal data being sent accidently or as a result of deception, we have a duty of care to ensure we know the identity of the requester. We will therefore ask for enough information to judge whether the person making the request is the individual to whom the personal data relates to or a person authorised to make a SAR on their behalf.
If the identity of the person making the request is obvious to us we will not request a lot more information, however we will not assume that, on every occasion, the person making the request is who they say they are.
We may in some circumstances ask for documentation providing evidence of birth or a passport and check that we have the requesters correct postal or email address (or both) before supplying any information in response to a SAR.
Only guide dogs are permitted within the clinic.