Who we are
Anneli Müller Physiotherapy is a physiotherapy practice operating from Unit 3, West Suites, Lady Pohamba Private Hospital, Frankie Fredericks Street, Windhoek, Namibia.
For any privacy question or request, contact us at amullerphysio@gmail.com or 083 335 5230.
Information we collect
We collect only what we need to treat you and run the practice:
- Identity and contact details — name, email address, phone number.
- Booking details — the service requested, chosen practitioner, date and time, and any notes you add to a booking.
- Health information — medical history, medication, test results, assessment findings and treatment notes recorded during your care.
- Billing details — medical aid scheme and membership number, invoices and payment records.
- Technical data — basic, anonymous usage information from our website (see our Cookie Policy).
How we use your information
- To confirm, reschedule and remind you about appointments.
- To assess, diagnose and treat you, and to maintain accurate clinical records.
- To bill you or submit claims to your medical aid.
- To answer questions you send us by email, phone, WhatsApp or the website chat.
- To meet legal, professional and record-keeping obligations that apply to healthcare providers in Namibia.
Legal basis and consent
We process your information with your consent, to perform the treatment agreement between us, and to comply with the law and the professional rules applicable to physiotherapists in Namibia.
You may withdraw consent at any time, but we may be unable to continue treating you, and we must still retain clinical records for the period the law requires.
Confidentiality of health information
Your clinical information is confidential and is treated as such by every member of our team. We disclose it outside the practice only where you have consented, where it is necessary for your treatment (for example to a referring doctor), where required for a medical aid claim you have authorised, or where the law compels disclosure.
Who we share information with
We do not sell your personal information. We share it only with:
- Practitioners and administrative staff within the practice who are involved in your care.
- Your medical aid scheme or its administrator, where you ask us to claim on your behalf.
- Referring or treating healthcare providers, where relevant to your treatment.
- Service providers who operate our website, booking database and email delivery on our instructions and under a duty of confidentiality.
- Authorities or courts where disclosure is required by law.
Where your information is stored
Our website and booking database are hosted by reputable service providers whose servers may be located outside Namibia. Data is transmitted over encrypted connections and access is restricted to authorised staff. Clinical records kept at the practice are stored securely on our premises.
How long we keep it
Clinical records are retained for the minimum period required of healthcare providers, and longer where a matter remains open. Booking, billing and correspondence records are kept only as long as needed for the purpose they were collected for, and for any applicable tax or legal retention period. After that they are securely destroyed or anonymised.
Security
We use access controls, encrypted connections and role-based permissions to protect your information, and we limit staff access to what each role requires. No system is completely secure, but we take reasonable steps to protect your data and will inform you if a breach materially affects you.
Your rights
Subject to the law, you may:
- Ask what personal information we hold about you and request a copy.
- Ask us to correct information that is inaccurate or incomplete.
- Ask us to delete information we are not legally required to keep.
- Withdraw consent to marketing or reminder communications at any time.
- Complain to us directly if you believe we have mishandled your information.
Children
Where we treat a patient under the age of 18, we collect and process their information with the consent of a parent or legal guardian, who may exercise the rights above on the child's behalf.
Changes to this policy
We may update this policy from time to time. The date at the top of this page shows when it was last revised. Material changes will be highlighted on the website.
Contact us
Questions, requests or complaints about this policy can be sent to amullerphysio@gmail.com, or call 083 335 5230. Postal and physical address: Unit 3, West Suites, Lady Pohamba Private Hospital, Frankie Fredericks Street, Windhoek, Namibia.