Frequently Asked Questions

Can You Fix Me?

This is one of the most common questions people bring into the clinic.

The honest answer is:

No.

No osteopath, physiotherapist, chiropractor, massage therapist, doctor or surgeon can simply “fix” another human being.

Human health and pain are not mechanical faults in need of repair. They emerge from a complex, dynamic interaction of biological, psychological, social, environmental, nutritional and metabolic factors. The body is a living system that constantly adapts to load, stress, environment, beliefs, emotions, sleep, activity levels, past experiences, and the availability of energy and nutrients. Pain and dysfunction are often the result of this wider system becoming sensitised, overloaded, under-recovered, or less adaptable, rather than a single structure being “damaged”.

Understanding this complexity is essential to meaningful recovery.

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Recovery exists within a multi-layered system

Improvement is rarely explained by one single factor. Instead, it reflects the interaction between:

• Biological factors (tissue capacity, inflammation, injury history, general health, genetics, epigenetics, genotype and phenotype expression)

• Metabolic and nutritional factors (energy availability, protein intake, micronutrient status, blood sugar regulation, insulin sensitivity, mitochondrial function, hydration, and overall metabolic health)

• Psychological factors (stress, fear, expectations, attention, previous experiences of pain, trauma history, emotional load)

• Social and environmental factors (work demands, home life, support networks, financial pressures, activity levels, cultural beliefs)

• Neurophysiological factors (nervous system sensitivity, central processing of pain, threat perception, autonomic regulation)

These influences shape how pain is experienced, how the body responds to load, and how recovery unfolds over time.

For example, two people with similar imaging findings or tissue changes may experience very different levels of pain and disability. Differences in stress load, sleep quality, trauma history, metabolic health, nutrition, conditioning, and belief systems can all significantly influence outcomes.

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Metabolic health, inflammation and tissue capacity

One often overlooked driver of musculoskeletal health is the body’s metabolic state.

Tissues do not heal or function in isolation from the body’s energy systems. Tendons, muscles, ligaments, nerves and bone all require adequate energy availability and nutrient supply to maintain structure, repair micro-damage, and adapt to load.

When metabolic health is compromised, for example through:

• Poor blood sugar regulation

• Insulin resistance

• Chronic low-grade inflammation

• Inadequate protein intake

• Micronutrient deficiencies (e.g. vitamin D, magnesium, iron)

• Poor sleep and circadian disruption

• Excess body fat and adipose-driven inflammatory signalling

the body’s ability to recover and tolerate load can be reduced.

This does not mean metabolic dysfunction is the sole cause of pain, but it can significantly lower the threshold at which symptoms appear and persist. In this sense, musculoskeletal pain is sometimes a downstream expression of a broader systemic imbalance rather than a purely local tissue problem.

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Genetics, phenotype and individual variability

Not all bodies respond the same way to the same stressors.

• Genotype refers to the genetic blueprint we inherit.

• Phenotype is how those genes are expressed in real life, influenced by environment, lifestyle, stress, nutrition, and experience.

This means that two individuals with similar injuries or exposures may develop very different symptoms, recovery rates, and pain experiences. Some people may have greater tissue resilience or metabolic flexibility, while others may have increased sensitivity or reduced capacity to adapt under load.

This variability is normal. It reflects biological diversity rather than failure.

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Central sensitisation and the nervous system

In some persistent or recurring pain presentations, the nervous system itself becomes a key driver of symptoms.

From a neurophysiological perspective, concepts such as central sensitisation (as described in NOI Group education and modern pain science) help explain how the nervous system can become more reactive over time.

In this state:

• Pain may persist beyond normal tissue healing time

• Non-threatening stimuli may be perceived as painful

• The volume of the pain system is effectively “turned up”

• Sensitivity can spread beyond the original area of injury

• Movement and load tolerance may decrease

This does not mean pain is “imagined”. It reflects real changes in how the nervous system processes threat and safety.

Importantly, this system is adaptable. With the right combination of education, graded exposure, movement, improved recovery capacity, and reduction of threat perception, sensitivity can often decrease over time.

Metabolic health also plays a role here, as poor sleep, unstable blood sugar, and chronic inflammation can all increase nervous system excitability and reduce resilience.

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Stress, trauma and psychological load

The nervous system does not separate physical stress from emotional, metabolic, or physiological stress.

Factors such as:

• Chronic psychological stress

• Past trauma (physical or emotional)

• Anxiety and hypervigilance

• Low mood or depression

• Ongoing life pressure

• Poor sleep and recovery

• Metabolic strain and energy deficit

can all influence pain processing, muscle tone, recovery capacity and movement behaviour.

From a biological perspective, these factors can increase autonomic arousal, alter hormonal balance (including cortisol and insulin signalling), disrupt appetite regulation, impair tissue repair, and heighten threat detection systems. Over time, this can contribute to a state where the body becomes more protective and less efficient at recovery.

This does not mean pain is “in your head”. It means pain is influenced by the state of the entire system, including the brain, immune system, endocrine system, and metabolic environment that interpret and regulate bodily signals.

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Understanding the person, not just the problem

A meaningful assessment therefore involves more than identifying a painful structure. It includes understanding the person experiencing the symptoms.

This may involve exploring:

• The history and pattern of symptoms

• Work and lifestyle demands

• Sleep quality and recovery capacity

• Stress levels and emotional load

• Nutrition, energy intake and metabolic health

• Previous injuries and how they were experienced

• Beliefs, expectations and fears about movement or damage

• Activity levels and physical conditioning

• Social support, trauma history and daily environment

These factors do not just “influence” pain — they can actively maintain, amplify or reduce it by shaping nervous system sensitivity, inflammatory load, and overall system resilience. This is the biopsychosocial model of healthcare that is now the mainstream paradigm for all disciplines.

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There is no single cause and no single solution

Many people understandably look for a clear diagnosis and a direct fix. However, persistent or recurring musculoskeletal pain is often multifactorial.

This means:

• There may be no single tissue responsible for symptoms

• Imaging findings do not always explain pain

• Symptoms can persist even when tissues are structurally healed

• Pain can be real without ongoing structural damage

Because of this, recovery is rarely about correcting one isolated problem. It is more often about improving the overall balance between load, capacity, stress, recovery, metabolism, nutrition, safety and confidence in movement.

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Treatment is one part of a larger system

Hands-on treatment, advice and rehabilitation can all play a role in reducing pain and improving function. However, they work best when they are part of a broader approach that considers the whole person and the whole system.

This may include:

• Gradual exposure to movement and activity

• Rebuilding strength, capacity and metabolic resilience

• Improving sleep, nutrition and recovery habits

• Supporting stable energy availability and blood sugar regulation

• Reducing unnecessary fear, threat perception or avoidance

• Addressing work, lifestyle and environmental contributors

• Supporting stress regulation and emotional wellbeing

• Improving understanding of pain and nervous system sensitivity

No single intervention is usually sufficient on its own. Change tends to come from multiple small, consistent adjustments over time.

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Time, context and adaptation

Many musculoskeletal problems develop gradually through repeated exposure to physical, psychological, metabolic and environmental stressors.

They may be influenced by:

• Long-term work or training loads

• Periods of high stress, poor sleep or poor nutrition

• Metabolic dysfunction or low energy availability

• Previous injuries and their recovery context

• Changes in activity levels (too much or too little)

• General health, conditioning and genetics

• Life circumstances, trauma history and competing demands

Because of this, recovery is rarely immediate. It often requires time for the system to recalibrate, rebuild capacity, restore metabolic balance, and reduce sensitivity.

A short appointment can help guide this process, but it cannot override the broader biological, psychological, social and metabolic context in which symptoms developed.

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Moving forward

The aim of care is not to “fix” a person, but to help them better understand their pain, reduce unnecessary barriers to recovery, and support the conditions in which the body and nervous system can adapt.

This often involves:

• Making sense of symptoms in a clear and reassuring way

• Identifying modifiable contributors across biological, psychological, social and metabolic domains

• Supporting gradual return to meaningful activity

• Improving nutrition, sleep and energy regulation where relevant

• Building confidence in movement and function

• Reducing threat-based interpretations of pain

• Encouraging sustainable long-term health behaviours

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A shared process

Lasting improvement is rarely the result of a single treatment, manipulation, ‘click’ or a single decision. It is usually the outcome of a shared process of understanding, adaptation and gradual change across the whole system.

When people are supported to understand their pain in context — including biology, psychology, social environment, genetics, metabolic health and nervous system sensitivity — and when they are actively involved in shaping their recovery, outcomes tend to improve.

Not because someone “fixed” them, but because the system as a whole was better understood, better nourished, better regulated, and better supported to adapt.

Are welcome, encouraged and often very useful! 

There is ample FREE parking right alongside the clinic. Please let yourself into the waiting area after sanitising your hands or wait outside if you prefer.

You will be greeted and invited through at the time of your appointment. Please be patient if we are running slightly late, we know you have arrived.

If you would like to arrive early there are plenty of pretty walks nearby including the Severn Farm Pond and the Lyn Coed-y-Dinas nature reserves but please be aware we are operating a strict timing schedule in line with COVID guidelines to avoid patients having to meet each other.

2. DATA PROTECTION, DIGITAL RECORDS AND AI-ASSISTED DOCUMENTATION

Under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, I acknowledge and understand the following:

• Data Collection and Retention: Personal and health information is collected for the purposes of consultation, assessment, diagnosis, treatment, record keeping, professional obligations, insurance requirements and communication regarding my care. Records may be stored electronically and/or in paper format and retained in accordance with legal, regulatory and professional requirements.

• Confidentiality: All personal information will be treated as confidential and will not be disclosed to third parties without my consent unless disclosure is required by law, safeguarding obligations, court order, professional regulatory requirements, insurance requirements, complaint investigation or other legal duty.

• Access to Records: Access to patient records is restricted to authorised individuals directly involved in clinical care, administration, data management, regulatory compliance or professional supervision, including associate osteopaths, locums and other authorised musculoskeletal healthcare professionals working on behalf of the clinic where appropriate.

• Digital Dictation and AI-Assisted Documentation: The Clinic may utilise secure digital dictation, transcription and artificial intelligence (AI) tools solely to assist with the production, organisation, formatting and clarification of clinical records.

• Anonymisation of Data: Where AI-assisted transcription or documentation tools are used, all reasonable steps are taken to ensure that information submitted is anonymised. No patient names, dates of birth, addresses, contact details, NHS numbers, email addresses, photographs or other direct personal identifiers are intentionally included in the material submitted for processing.

• Purpose of AI Use: The purpose of using AI-assisted tools is to improve the accuracy, completeness, readability and efficiency of clinical records, helping ensure that consultation details are documented promptly and comprehensively following treatment sessions.

• Clinical Responsibility: AI tools are used solely as administrative and documentation aids. They do not replace professional clinical judgement, diagnosis, decision-making or patient management. All records generated or assisted by AI are reviewed, amended where necessary and approved by the treating Osteopath before being stored as part of the clinical record.

• Third-Party Technology Providers: The Clinic may use approved third-party technology providers to facilitate digital transcription, record creation and administrative functions. Where such providers process information on behalf of the Clinic, reasonable steps are taken to ensure compliance with applicable data protection legislation and confidentiality requirements.

• International Data Transfers: Some technology providers used by the Clinic may process data outside the United Kingdom. Where this occurs, the Clinic will take reasonable steps to ensure that appropriate safeguards are in place in accordance with UK GDPR requirements. Only anonymised information will be submitted to AI-assisted documentation systems.

• Data Security: The Clinic implements appropriate technical and organisational measures to protect personal data, including secure storage systems, password protection, restricted access controls and other reasonable safeguards designed to prevent unauthorised access, disclosure, alteration or loss of information.

3. YOUR RIGHTS UNDER UK GDPR

I understand that I have the following rights regarding my personal data:

• Right of Access – I may request access to personal information held about me.

• Right to Rectification – I may request correction of inaccurate or incomplete information.

• Right to Erasure – I may request deletion of my personal data where legally permissible, subject to statutory, regulatory or professional record-retention requirements.

• Right to Restrict Processing – I may request restrictions on how my data is processed in certain circumstances.

• Right to Object – I may object to specific forms of data processing where applicable.

• Right to Data Portability – I may request a copy of my personal data in a structured, commonly used and machine-readable format where applicable.

• Right to Withdraw Consent – Where processing relies upon consent, I may withdraw that consent at any time by notifying the Clinic in writing. Withdrawal of consent will not affect the lawfulness of processing undertaken prior to withdrawal.

4. PATIENT DECLARATION

By signing below, I confirm that:

• I have read and understood the information contained within this document.

• I have had the opportunity to ask questions and have received satisfactory answers.

• I understand the nature, purpose and potential risks of osteopathic assessment and treatment.

• I consent to osteopathic examination and treatment.

• I consent to the collection, storage and processing of my personal data as described above.

• I understand and consent to the use of anonymised digital dictation and AI-assisted documentation processes as described above.

• I understand that AI systems are used solely to assist with clinical documentation and do not replace professional clinical judgement.

• I understand that I may withdraw consent for any optional aspect of treatment or data processing at any time, subject to legal, professional and regulatory obligations.

PRIVACY NOTICE – AI-ASSISTED DOCUMENTATION

The Clinic may use secure digital dictation, transcription and artificial intelligence (AI) systems to assist with clinical documentation and record creation.

The sole purpose of these systems is to improve the accuracy, completeness, readability and efficiency of clinical records. AI systems are not used to diagnose conditions, make treatment decisions or replace professional clinical judgement.

Before information is submitted to any AI-assisted documentation system, reasonable efforts are made to remove direct personal identifiers including patient names, dates of birth, addresses, telephone numbers, email addresses, NHS numbers and photographic identifiers.

The Clinic may utilise third-party technology providers to support these services. Such providers act as data processors on behalf of the Clinic and are selected with consideration for security, confidentiality and compliance with applicable data protection legislation.

Where technology providers process information outside the United Kingdom, the Clinic will seek to ensure that appropriate safeguards are in place in accordance with UK GDPR and Data Protection Act 2018 requirements.

All AI-generated or AI-assisted clinical records are reviewed by the treating Osteopath before being incorporated into the patient record. Responsibility for the content of the clinical record remains entirely with the treating Osteopath.

Patients may request further information regarding the categories of technology providers used by the Clinic and the safeguards applied to personal data.

Data Protection Complaints Procedure (DUAA – Effective 19 June 2026)

Purpose This procedure explains how individuals can raise concerns about how their personal information is collected, used, stored, or shared. It meets the requirements of the Data Use and Access Act 2025 (DUAA) and associated ICO guidance (February 2026).

1. How individuals can make a complaint

Individuals may raise a data protection complaint in the following formats. We will accept complaints made:

• Using a data protection complaint form below

• By email

• In writing

• Through our website contact us form

• In person (where applicable)

We will never refuse a complaint because it was not submitted through the “official” route.

2. Information we may need

To help us investigate, we may ask for:

• The nature of the concern

• Relevant dates, interactions, or evidence

• What outcome the individual is seeking

• Proof of identity (if needed to confirm who we are communicating with)

• A letter of authority or power of attorney if someone is acting on another person’s behalf

We will request this information as early as possible.

3. Acknowledging the complaint

We will:

• Acknowledge all data protection complaints within 30 days

• Confirm who is handling the complaint

• Explain the next steps and expected timescales

If the complaint is from a child or young person, we will assess their competence to exercise their rights and adapt our communication accordingly.

4. Investigating the complaint

We will:

• Review the issues raised and any relevant records

• Speak with staff involved (if applicable)

• Assess whether our data handling complied with DUAA and ICO guidance

• Identify any risks, errors, or areas for improvement

• Keep the individual updated if the investigation takes longer than expected

5. Responding to the complaint

We will provide a written response that includes:

• The outcome of our investigation

• Any actions we have taken or will take

• Any learning or improvements identified

• Information on the individual’s right to escalate the matter

6. If the individual is not satisfied

If the individual remains unhappy with our response, they may:

• Ask us to review the decision

• Raise their concern with the Information Commissioner’s Office (ICO)

We will provide the ICO’s contact details in our response.

7. Recording and learning

We will:

• Log all data protection complaints

• Record outcomes and actions taken

• Identify themes or recurring issues

• Use learning to improve our data protection practices, staff training, and member/patient communications

8. Staff responsibilities

All staff must:

• Know how to recognise a data protection complaint

• Forward complaints immediately to the Data Protection Lead

• Support investigations promptly and transparently

• Complete any required training on DUAA and complaint handling

Please copy and print as required: 

Complaints Form - Data protection and general

Paul Martin Osteopaths 

(For concerns about care, service, or how your personal information is used)

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1. Your details

Full Name: 

Address: 

Postcode: 

Email: 

Phone Number:

Preferred method of contact: 

☐ Email

☐ Phone

☐ Letter

☐ Other (please specify): ___________________

Are you completing this form on behalf of someone else? 

☐ Yes

☐ No

If yes, please provide:

Name of the individual: ________________________________________

Your relationship to them: ______________________________________

Your contact details (if different):

Please attach proof of your authority to act on their behalf: 

☐ Signed letter of authority

☐ Power of attorney

☐ Other (please specify): ___________________

2. Identity verification (if required)

If we need to verify your identity, we may ask for one of the following:

• Passport

• Driving licence

• Utility bill (dated within the last 3 months)

• Other acceptable ID

Have you attached proof of identity? 

☐ Yes

☐ No

☐ Not required

3. About your complaint

What type of complaint are you making? 

☐ About my osteopathic care or treatment

☐ About customer service or communication

☐ About how my personal information has been used (data protection complaint)

☐ Something else (please describe): ___________________________________

Please describe your complaint in as much detail as possible: 

(Include dates, people involved, what happened, and how it has affected you.)

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________________________________________

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What outcome would you like as a result of this complaint?

________________________________________

________________________________________

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4. Supporting information

Please attach any documents that may help us understand your complaint, such as:

• Emails or letters

• Screenshots

• Appointment details

• Relevant records

• Evidence relating to data use

Have you attached supporting documents? 

☐ Yes

☐ No

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5. Accessibility and additional support

Do you need any adjustments to help you make this complaint? 

(e.g., large print, help completing the form, communication support)

☐ Yes

☐ No

If yes, please tell us what you need:

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6. Complaints from Children or Young People

If the complainant is under 18:

Age of child/young person: 

Does the child understand their rights and the nature of the complaint? 

☐ Yes

☐ No

☐ Unsure

(We may need to assess competence to ensure the child can exercise their data rights.)

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7. How we will handle your complaint

• We will acknowledge your complaint within 30 days.

• We will investigate your concerns promptly and respond without unnecessary delay.

• If your complaint relates to personal data, we will explain how your information is used and your rights under data protection law.

• If you are unhappy with our response, you can contact the Information Commissioner’s Office (ICO) or the General Osteopathic Council (GOsC) depending on the nature of the complaint.

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8. Declaration

I confirm that the information I have provided is accurate to the best of my knowledge.

Signature: 

Date:

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CONSENT TO TREATMENT, DATA PROTECTION AND DIGITAL RECORDS

1. CONSENT TO TREATMENT

I, the undersigned, consent to receive osteopathic treatment as outlined to me. I understand that:

• Due to the physical nature of osteopathic treatment, various parts of the body may require physical contact, including but not limited to the jaw, throat, chest, abdomen, hip, thigh and buttock regions. If at any stage I am uncomfortable with any aspect of examination or treatment, I will inform the Osteopath immediately.

• Post-treatment soreness and/or minor bruising is possible and is considered a normal and acceptable potential side effect of osteopathic treatment. Should symptoms not progress as expected, my Osteopath will review my history, assessment findings and treatment plan, or arrange onward referral where appropriate.

• Whilst every reasonable effort will be made to provide safe, appropriate and evidence-informed care, no healthcare intervention can guarantee a particular outcome. I understand that diagnosis and treatment decisions are based upon the information available at the time of consultation, including the history provided, clinical findings and professional judgement. Some conditions may not be apparent during assessment, may develop subsequently, or may not be reasonably identifiable within the scope of osteopathic practice.

• Joint Manipulation and Articulation: I understand that certain treatments may involve joint manipulation and/or articulation techniques. While these procedures are generally regarded as safe when clinically appropriate, they carry potential risks including temporary soreness, stiffness, bruising, aggravation of symptoms, nerve irritation, joint injury, or other rare complications. I understand that these techniques will only be performed with my informed verbal consent at the time of treatment and that I may decline or withdraw consent at any stage without affecting any other aspect of my care.

• I declare that I am capable of making an informed decision regarding treatment and consent to treatment with full understanding of the information provided to me.

• I have been given the opportunity to disclose any relevant medical conditions, medications, diagnoses, symptoms, injuries or concerns that may affect my treatment.

• I consent to the use of diagnostic photography and/or videography where clinically appropriate. I understand that I may withdraw this consent at any time.

• Sessions may be audio recorded, in whole or in part, for the purposes of accurate clinical note taking, dictation, record keeping, practitioner safety, patient safety, professional supervision, complaint investigation or legal requirements where applicable.

• I understand that any audio recordings used for clinical documentation purposes are treated confidentially and are subject to the same data protection safeguards as all other patient records.

• A charge may be made for missed appointments, cancellations or non-attendance where less than 24 hours' notice is provided, in accordance with clinic policy.