Open and Clear Communication Both the client and Joanne White agree to use open, clear and respectful communication throughout the session. If there is anything either party feels unhappy about or they deem inappropriate this must be clearly vocalised immediately.
Cancellation, rescheduling or non attendance A minimum 24 hours notice is required when canceling or rescheduling an appointment. This allows the opportunity for someone else to schedule an appointment. You are liable for the agreed fees if less than 24 hours notice is given by sms or email. . Out of respect and consideration for Joanne White and other clients, please be ready for your appointment time. If we start late, your session may be shortened in order to accommodate others whose sessions follow yours. You will be charged for the "full" session.
Sickness In an effort to maintain a healthy environment, I ask that if you are sick (which includes a cold, a fever, the flu, etc.) or have the onset of symptoms of an illness that you reschedule your appointment. If you arrive for your appointment with symptoms of an illness, you may be asked to reschedule your appointment. This is for your well being as well as the health of Joanne and other clients.
Wellness Questionnaire This questionnaire must be completed prior to commencement of your first session. The conditions contraindicating treatment section must be completed to the best of your knowledge. If medical permission has not be sought then you will be required to sign a medical disclaimer form instead.
Inappropriate Joanne has the right to terminate a treatment immediately if the client demonstrates inappropriate behavior.
Liability for Personal Property No liability is taken for any damage to property during your session.
Complaints Procedure If a client wishes to make a complaint about Joanne White or the service received, this must be emailed to hello@journeyer. Complaints must include the date and location of the incident, the full name and address of the complainant, details of the complaint and a desired outcome following the complaint. All complaints will be taken very seriously and a response will be provided within 28 days.
Journeyer aspires to fully comply with the General Data Protection Regulations.
Privacy Notice
Journeyer collects data from current, previous and potential clients to aid the provision of excellent personal training. The intention is that data is collected, stored and processed sensitively and in a way not to cause objection or complaint.
The effect of data collection on the client is intended to be positive with data processing facilitating seamless service and improved client satisfaction. This is a young business and if you, the client has any feedback on the protocol stated below please do let me know in order to improve the client experience.
Who is making this data request.
Joanne White of Journeyer, Narrowboat Hedgehog, Appletree Lane Cropredy, Oxfordshire, OX17 1PZ
Who is the data controller?
JW of the above address.
Before your session you will be required to complete the Physical Activity Readiness Questionnaire. This is preferably completed online, but can be done at the time of your appointment. This is required by my insurance and you will be asked to sign a paper copy at the time of your appointment. The following information is requested:
Name.
This is required to help identify your information but also as a matter of politeness to enable JW to address you correctly.
Email address.
This is required to aid professional communication. Email is also used periodically to remind you any promotions.
Mobile phone number.
Your mobile phone number is necessary to quickly and effectively communicate information regarding your appointment. If cancellation of your appointment is required this will be done by phone. Confirmation of your booking and a reminded prior to your appointment will be sent by text message.
I will request your permission to call you before your first appointment to properly introduce myself and answer any questions you might have. You will also receive a courtesy message on the day after your session checking how you are. You may also receive a text message one week, one month and three months after your appointment.
Postal Address.
Again, this is required to help identify your records. You may receive a birthday greeting card from Journeyer and occasionally other promotional material. Postal address is also required by the insurers.
Date of Birth.
It is important that I know your age prior to your appointment. I do not normally see people under the age of 18 and then, only when their parent or guardian is present. Collecting your date of birth is a requirement of the insurance. Some clients will also receive a birthday greeting card.
Conditions requiring medical permission.
Some conditions require permission from a medical practitioner. It very important I should know if you have one of these conditions prior to commencing your session. In cases where either verbal or written permission from a medical practitioner has not been sought your session may not be able to proceed.
GP Name and Practice.
In cases where medical permission needs to be sought, you will normally be requested to seek permission either verbally or in writing. In some cases I retain the right to contact your GP directly.
Journeyer questionnaire?
In order to facilitate an enjoyable session, I need to assess your expectations and goals for the sessions and have an understanding of what you enjoy. During the initial consultation we will discuss your expectations and goals and ensure they are achievable. All the questions on this questionnaire are optional.
Information recorded on the aftercare sheet.
After your message I will complete an aftercare advice sheet. You will be asked to provide some feedback on the massage and how you are feeling. This is recorded on the aftercare sheet alongside my notes and areas of concern. The original of this form is retained by myself and a digital copy is kept on file.
Verbal discussions.
Notes on verbal communication may be made and retained. The relevance of these notes is assessed by JW and might include comments pertaining to occupation, family circumstance and general well being. These notes are made to ensure good communication and positively promote excellent client care. By making JW aware of the larger context of your visit ensures professional and sensitive communication. Copies of text messages and other written communication. Brief notes and transcripts from these communications are kept to help maintain continuity of communication.
Social Media.
Social media is used alongside the business. JW will use social media to promote the business and increase client engagement. The data you provide through social media is controlled by that application and JW is in no way responsible.
Sharing and disclosure of data collected by Journeyer.
In the unlikely event of complaint or claim the information collected by Journeyer will be shared with JW's insurance company and their underwriters. Otherwise, data will not be shared with third parties except under the conditions described below:
If JW believes that you, the client, is at significant risk of serious harm or are likely to cause serious harm to others.
If you the client disclose illegal or criminal activity to JW, either intended or accidental.
If JW is directed to disclose the information by any official having a legal power to order disclosure.
If JW feels threatened, intimidated or harassed in any way by a client's behaviour.
If, upon seeking the advice of Journeyer's insurance company, JW is advised that disclosure should be made in the public interest. In a case where disclosure is deemed necessary the client will be informed of the extent of the information to be disclosed, the reason for the disclosure, and the likely consequence of disclosure. JW will record in writing the reasons for such disclosure.
Sharing of digital communication
In cases where you leave a review or other comments on the internet, this may be freely shared on other platforms. Other communication notably text messages will only be shared where explicit permission has been gained and the content anonymised.
Storage and Processing of Digital Information.
Digital files are stored on an external server, access to this server is password protected.
Other Applications Used.
Your information is stored and processed using a couple reputable applications:
Google sheets
Google Contacts
Google Calendar
Mail Chimp
The period of which the data will be stored.
Data will be stored for a minimum of 10 years after your last appointment. In the unusual circumstances of the client being under 18 years of age then the ten years commences from the date of their 18th birthday.
Your right to access, rectify or erase the data held by Journeyer.
During each visit you will be requested to check the health and contact details collected during initial registration for accuracy. If these are not correct please notify me.
If you wish to access additional notes made by JW then please request these in writing together with an A4 self addressed envelope and adequate postage attached. Your notes will be printed and posted within seven working days of the request.
In cases where incorrect or irrelevant information is stored please notify me in writing and this can be discussed and rectified if appropriate.
Erasure of data and withdrawal of consent to process the data.
Journeyer is required to retain for ten years, if after this period the client wishes it to be erased this can be done without due delay. However before ten years data can not be completely erased. However a client can withdraw permission for the data to be processed and under this circumstance records will be printed and safely archived for the remaining ten year period. Printing, archiving and deleting digital records will be completed within seven working days of the withdrawal of processing request.