Solihull: 451 Warwick Road, Solihull, B91 1AL 
 
Data Breach 
What happened 
On the of evening of 24th April, 2021 we were notified of a data loss within a system (PracticeHub) that we and many other practices in the UK use to store patient records. Through subsequent investigation over the last 48 hours, PracticeHub have been able to confirm that a data breach and resultant data loss has occurred across the AWS S3 file servers used extensively by many organisations (not exclusively PracticeHub) resulting from a malicious attack. 
 
What information was involved? 
The data loss was limited to patient file attachments. Depending on the attachments, this may include personally identifiable information (for example a GP referral letter may include your name, address and NHS number), but does not include any financial information since, as a matter of policy, we do not store credit card or payment information. We do not yet know if any of your records were involved in this attack, but we are sending out this notice to all of our customers out of an abundance of caution. 
 
What we are doing? 
AWS, PracticeHub and The Chiropractors are continuing to investigate this breach, and we will update you with further information as we get further confirmed details. At this present moment, we are unable to confirm whether this has been data theft, or just data loss. The Chiropractors have local backups of this data so none of your treatment history has been lost and our staff are still able to continue to your treatment plans with full access to your patient records and information. 
The Information Commissioner's Office has been informed and is dealing with PracticeHub. 
 
Further Information 
We we will update this web page with information as we receive it. 
 
Contact 
Please contact Charles Sawyer directly on 07799434559 with your concerns. 
 
A copy of our Information/Data - Complaints Procedure is below: 
 
Information/Data - Complaints Procedure 
 
We take the security of your information very seriously. 
 
If you have a concern about the security of the information (data) we hold in the first instance please speak to your chiropractor or Charles Sawyer (mobile 07799434559). 
 
If you wish, you may also complain to the Information Commissioner’s Office (ICO) by telephoning them on 0303 123 1113 using the link https://ico.org.uk/make-a-complaint/ 
 
 
 
A copy of our General Complaints Procedure is below: 
 
Solihull 0121 705 1876 Sutton Coldfield 0121 355 4272 
www.the-chiropractors.co.uk 
 
 
Concerns and Complaints Procedure 
Effective 13/12/18 
 
Patient satisfaction is always our highest priority, however, we are aware that patients do develop concerns from time to time. Please raise your concerns with us as soon as they arise rather than leaving them for weeks or months to help us respond in a speedy courteous and mutually fair manner. It may also be helpful if you can suggest ways in which we may resolve any issues. If you wish to make a complaint our procedure consists of the following four stages: 
 
1. Initially please raise your complaints with the chiropractor who is treating you as most formal complaints against chiropractors arise from misunderstandings and can be resolved with good communication and further explanation. We take your complaints very seriously and will provide you with a letter stating our response and what steps we propose to remedy the situation or move it forward. 
 
2. If you are uncomfortable raising the complaint with your chiropractor or you are not satisfied with their response please contact our office administrator Jackie Green by calling her on 0121 355 4272 or writing to her at 108 Birmingham Road, Sutton Coldfield, West Midlands B72 1LY. Jackie is not a chiropractor herself so will refer complaints about treatment or other clinical matters to another chiropractor to deal with. This chiropractor will investigate your complaint seriously and, if justified, suggest ways of settling the matter. 
 
3. If you are still not satisfied contact the United Chiropractic Association Arbitration Officer by telephone on 01293 817175 or by writing to Unit 57, Basepoint Business Centre, Metcalf Way, Crawley RH11 7XX. Their role is to investigate your complaint and, if they find it justified, propose a remedy to settle the matter. 
 
4. If the above steps fail to satisfy you may complain to our regulatory body the General Chiropractic Council by calling them on 0207 713 5155 or writing to Park House, 186 Kennington Park Road, London SE11 4BT. This is a serious step as one their functions is to investigate allegations of unacceptable professional conduct and where they consider appropriate take disciplinary action against the chiropractor in a formal procedure very similar to a court of law. Evidence is heard on oath by the Professional Conduct Committee of the GCC and witnesses are cross examined by lawyers before findings are made. They do not have the power to award compensation or recommend ex gratia payments. You may choose to omit any of the previous stages if you wish. 
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