FAQs & TERMS

Do I need a GP referral to book an appointment?

No, you do not need a referral. Osteopaths are recognised allied healthcare practitioners, meaning you can contact the clinic and book an appointment directly. If you have any relevant medical documents like recent X ray or MRI reports, or a list of your current medications, please bring them along to your appointment.

What should I wear to my appointment?

Please wear comfortable, loose-fitting clothing, such as gym wear or shorts. Depending on the issue, I may ask you to remove clothing around the specific area being treated so I can accurately assess your posture and joint mechanics. However, your comfort is always the priority. Towels are provided to keep you covered and comfortable during the session, and if you would prefer not to remove any clothing, I can easily adapt the approach and conduct the treatment over your clothes.

What happens during the first consultation?

Your initial 60-minute appointment involves a detailed medical history and a comprehensive physical assessment. I will explain your working diagnosis, discuss a tailored treatment plan with you, and—assuming it is appropriate—begin hands-on treatment immediately.

Does osteopathic treatment hurt?

Treatment is generally gentle and should not cause pain. You may experience mild discomfort during certain targeted techniques, such as dry needling or deep tissue release. It is completely normal to feel slightly stiff or achy for 24 to 48 hours following a session, similar to post-workout soreness.

How many sessions will I need?

This depends entirely on your specific symptoms and medical history. Acute issues may resolve in just two or three sessions, whereas chronic conditions often require a longer-term management plan. I will always give you a clear estimate of your recovery timeline during your first visit.

What are your hygiene and infection control standards?

As a GOsC-registered osteopath, I adhere to strict medical infection control standards. Treatment tables and equipment are thoroughly sanitised between every appointment. If you are clinically vulnerable and would prefer me to wear a face mask during your home visit, please just let me know when booking.

Appointments, Deposits & Cancellations 

To secure your appointment, a £30 deposit is required for each individual booking. For online bookings, this is taken automatically. For appointments arranged directly via WhatsApp Business, a secure payment link will be provided. 

We operate a fair 24-hour cancellation policy to ensure diary availability for all patients. If you need to alter your appointment, please provide at least 24 hours' notice.

• Late cancellations within 24 hours of the appointment time will result in your £30 deposit being retained as a late cancellation fee.

• No-shows will be liable for the full cost of the booked treatment.

• Rescheduling: If you reschedule with more than 24 hours' notice, your deposit will automatically be rolled over to your new booking.

• Cancellations: If you cancel with more than 24 hours' notice, your deposit can remain on your account as a credit towards a future session, or be fully refunded upon request.

Payment Terms 

Your £30 deposit will be deducted from the total cost of your appointment. The remaining balance for clinic appointments is due in full at the end of your treatment. For home visits, the agreed travel fee and treatment cost will be confirmed prior to your consultation, with the remaining balance payable upon completion of the visit.

Clinical Consent

Osteopathic care involves hands-on structural assessment and treatment. Where appropriate, and only with your explicit agreement, adjunctive therapies such as medical acupuncture (dry needling) may be utilised. Your working diagnosis and treatment plan will always be fully explained to you before any intervention begins. You reserve the right to decline a specific technique or withdraw your clinical consent at any point during the session.

Medical Disclaimer 

Osteopathy is an effective modality for managing musculoskeletal discomfort. However, it is not a substitute for emergency medical care. If you are experiencing sudden, severe, or worsening medical symptoms, please consult your GP or contact emergency services (111/999).

Privacy Policy

James Edward Osteopathy is committed to protecting the privacy and confidentiality of your personal and health information. This Privacy Policy outlines how we collect, use, store, and share your data, in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, as well as relevant professional standards for Osteopaths and Massage Therapists in the United Kingdom.

Our Commitment to Your Privacy

• We will only collect data that is relevant and necessary for providing you with safe and effective osteopathic and massage therapy treatments.

• We will always process your data lawfully, fairly, and transparently.

• We will ensure your data is kept secure and confidential.

• We will be transparent about how we use your data and your rights concerning it.

1. Who We Are James Edward Osteopathy The Therapy Loft Upper floors, 2 Dartmouth Rd London, SE23 3XU

+44 7462 466739 info@jeotherapies.com www.jeotherapies.com

For the purposes of data protection law, James O'Reilly (operating as James Edward Osteopathy) is the Data Controller of the personal data you provide.

2. What Personal Data Do We Collect? We collect various types of personal data, which may include:

• Personal Identification Information: Name, date of birth, address, telephone number(s), email address, and gender.

• Special Category Data (Health Information): Detailed medical history, lifestyle information, treatment notes (including consultations, examinations, diagnoses, and treatment plans), referral letters, imaging results, and clinical consent records.

• Financial Information: Payment details and transaction records for services rendered.

• Communication Data: Records of correspondence between you and the clinic (e.g., emails, text messages, phone call notes).

3. How We Collect Your Data

• Directly from you: When you complete new patient forms, during consultations, or through direct communication via phone, email, or WhatsApp.

• From third parties: With your explicit consent, this may include referrals from GPs, consultants, or other healthcare providers.

4. How We Use Your Data (Purposes of Processing) We rely on specific lawful bases under UK GDPR to process your data:

• For direct healthcare and treatment (Article 6(1)(b) & Article 9(2)(h)) To accurately assess your health condition, provide safe osteopathic and massage therapy care, maintain accurate patient records, and communicate with you regarding your treatment plan.

• For administrative and business purposes (Article 6(1)(f) & Article 6(1)(b)) To manage your appointments, process payments, maintain accounting records, and comply with professional body requirements.

• For future communications (Article 6(1)(a)) If you explicitly opt-in, we may use your contact details to send you occasional clinic updates. You can withdraw this consent at any time.

5. Sharing Your Data We will only share your personal information when necessary for your care, required by law, or with your explicit consent. This may include sharing with:

• Healthcare professionals: Your GP or specialists, strictly with your explicit consent.

• IT and data storage providers: Secure, UK GDPR-compliant third-party services used for electronic record keeping and payment processing.

• Professional bodies: The General Osteopathic Council (GOsC), relevant massage therapy associations, or legal authorities, only if there is a strict legal or ethical obligation to do so.

• We will never sell your personal data to third parties.

6. How We Store Your Data Your data is stored securely. Electronic records are held on password-protected devices and secure, GDPR-compliant cloud systems with regular backups. Any physical paper records are stored in locked filing cabinets within secure premises.

7. Data Retention We retain your data for specific periods to comply with legal and professional obligations:

• Adult Patient Records: Retained for a minimum of 8 years after your last treatment session.

• Children's Records: Records for patients seen as minors will be retained until their 25th birthday.

• Administrative Records: Financial and tax records are typically retained for 6 years. After these periods, your data will be securely and permanently destroyed or anonymised.

8. Your Rights Under UK GDPR, you have the right to:

• Be informed about how your data is being used.

• Request access to the personal data we hold about you.

• Request the rectification of inaccurate or incomplete data.

• Request the erasure of your data (subject to legal retention periods for health records).

• Restrict or object to the processing of your data in certain circumstances.

• Request data portability.

9. How to Make a Complaint If you have any concerns about how we handle your personal data, please contact us directly so we can resolve the issue. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO).

Information Commissioner's Office (ICO) Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF Helpline: 0303 123 1113 | Website: www.ico.org.uk

Last Updated: August 2026.