Privacy Policy | Your Data Matters

Privacy Policy – Hey Pharmacist

Your Data Matters

This privacy notice tells you what to expect when Hey Pharmacist & Rowlands Pharmacy collects and processes your personal information. We take the protection of your data seriously and are committed to being transparent with you about the data we collect and how it is used and shared. We are committed to ensuring that we meet all our obligations under the Data Protection Act 2018 and the UK General Data Protection Regulation and as amended from time to time.

About us

Hey Pharmacist are a company registered in England and Wales under Company Number: 2288928 with Registered Offices at: Rivington Road, Whitehouse Industrial Estate, Preston Brook, Runcorn, Cheshire, WA7 3DJ and trade under the name of “L Rowland & Co (Retail) Limited”.

ICO Registration Number: Z5999844

Email: dataprotection@phoenixmedical.co.uk

Website: https://heypharmacist.co.uk/

Rowlands Pharmacy are part of the PHOENIX Group UK, our brands include PHOENIX Medical Supplies, Rowlands Pharmacy, PHOENIX Healthcare Distribution, PSUK, Numark, Nupharm, NuCare and Hey Pharmacist.

Your personal data and what we use it for
Sharing your information
Lawful basis for processing your data
Marketing
Your rights
Retaining your data
Security
How we use Cookies on our webiste
Use of Analytics
Links to other websites
NHS login
NHS Data Opt Out
Changes to this privacy policy

1. Your personal data and what we use it for

We process your personal data, which may include but is not limited to, your name, address, phone number, email address, General Practitioner (GP), Date of Birth, NHS number, prescribed medications, supplied medications and any health care services that we provide to you.

We process this information for the following purposes;

To provide you with products and services
Internal record keeping
To improve our products and services
To provide you with repeat medication dispensed by our central dispensing facilities (eg MediPAC).
For employee training and to improve our quality of service, we may obtain some personal information from monitoring or recording calls
In the event of a business sale or merger, personal data will be transferred to the new business owner in line with regulatory requirements
For the safety and security of our employees and visitors we may use CCTV on our premises
Keeping you informed about new products, services, special offers or other information which we think you may find interesting. If you no longer wish to receive such emails, you can ask us to stop at any time
Identifying eligibility for third-party Pharma services such as clinical trials.
Market research, we may, from time to time, contact you for market research purposes
We will not sell your information to any third parties.

2. Sharing your Information

Where appropriate we may share your personal data with your Nominated Pharmacy, GP or other healthcare professional for the purpose of your continued care and the provision of NHS services. We may share the information with our associate group companies in order to provide or improve the goods and services we offer.

We may share the information with the Pharmacy you have selected in the sign-up process in the Hey Pharmacist App for the purpose of your continued care and in order to provide the goods and services they provide.

We may share the information with our other third-party business partners which may include the NHS Business Services Authority and other relevant NHS Local Authorities for the provision and payment of the services which we provide.

We may share your information with trusted business partners who provide systems and services.  For example our suppliers for the computer system which holds our Patient Medication Records (PMR).

We are obliged to share information in order to comply with UK law, for example, sharing your information with regulators and law enforcement.

3. Lawful basis for processing your data

We process your data for the performance of a task that is in the public interest and is necessary for compliance with our legal obligations for the provision of healthcare, healthcare treatments and for the management of the wider healthcare system.

We process your data for the purpose of marketing on the legal basis of consent, you can withdraw your consent at any time by using the ‘unsubscribe’ link in marketing communications or by contacting Hey Pharmacist directly at help@heypharmacist.co.uk, via the web chat icon or within the app.

It is on the basis of Legitimate Interests that we process images captured on CCTV and is for the prevention and detection of crime in safeguarding our colleagues and visitors to our premises. We do not use any automated decision-making processes when processing your personal data.

4. Marketing

If you have given your consent or decided to ‘opt-in’ to marketing, we may contact you about our products and services. This means you may hear from us by email, SMS, push notification or letter.

If you decide you no longer want to receive communications from us, you can click to unsubscribe at the bottom of any email we have sent you to opt out of marketing emails. Alternatively, contact our support team at help@heypharmacist.co.uk, via the web chat icon or within the app. 

We may contact you via email to invite you to review any services you received from us, collect your feedback and improve our services. We use Trustpilot to collect your feedback which means that we will share your name and email address with Trustpilot to collect this information. You can find their Privacy Policy here if you want to read more about how Trustpilot processes your data.

Cookies may be used to deliver online adverts that are more relevant to you, limit the number of times you see a particular advertisement, and measure the effectiveness of our advertising and marketing campaigns. We may analyse your personal information, including the information you view and buy, browsing habits and other ways you interact with Hey Pharmacist. We will do this to evaluate the effectiveness of our advertising and to help us provide you with more relevant offers, advice and information. For more details on cookies, please see section 8.

We may also securely share hashed personal data such as email addresses to help target our advertisements to existing or new users. The data used within this approach will never include any personal health data.

5. Your rights

Data protection laws provide you with a number of rights as set out below, not all of these rights are absolute and some only apply in certain circumstances.

Right to access your personal data

You may request confirmation that we hold personal data about you, as well as access to a copy of any such data

Right to rectification

You may ask us to rectify any inaccurate information we hold about you.

Right to erasure

In certain circumstances, you may ask us to delete your personal information.

Right to restriction

In certain circumstances, you may ask us to restrict the processing of your personal information.

Right to portability

For any information you have provided to us yourself, you may request the receipt or transfer to another organisation in a structured, commonly used and machine-readable form.

Right to object

In certain circumstances, you may object to our processing of your personal information.

Right to make a complaint

You have the right to lodge a complaint with the supervisory authority (although we would encourage you to contact us in the first instance).

The Information Commissioner can be contacted at;

Information Commissioners Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF https://ico.org.uk/

If you would like to exercise any of your rights, please contact our dedicated Data Protection Team who will review and process the request on your behalf.

Data Protection Team, Phoenix Medical Supplies Rivington Road, Whitehouse Industrial Estate, Preston Brook, Runcorn, Cheshire, WA7 3DJ. Email: dataprotection@phoenixmedical.co.uk

Our Data Protection Team can also help you with any general enquiries relating to data protection.

6. Retaining your data

We hold your information for as long as is required by the NHS, see here for more details, or in accordance with the Limitation Act 1980 or as long as is reasonably necessary in accordance with the Data Protection Act 2018 and the UK General Data Protection Regulation.

7. Security

We are committed to ensuring that your information is secure. To prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect. We may need to transfer your information outside the United Kingdom to other service providers and business partners. We will only transfer your personal information in this way where there is an adequate level of protection that is the same as the level of protection required under the United Kingdom data protection legislation.

8. How we use Cookies on our website

Our server logs automatically receive and record information from your browser, this includes your IP address and the pages you requested. Cookies are small text files that are stored on your computer when you visit websites. We use cookies to make the Hey Pharmacist website work effectively and to track usage of the site so we can continue to make improvements and develop the site appropriately. Find out more about our Cookie Policy by clicking this link.

9. Use of Analytics

The Hey Pharmacist website uses Google Analytics, a web analytics service provided by Google, Inc. (“Google”). Google Analytics uses “cookies”, these cookies are used to collect information about how visitors use our website. We use the information to compile reports and to help us improve the website. The cookies collect information in a way that does not directly identify anyone, including the number of visitors to the website, where visitors have come to the website from and the pages they visited.

You may refuse the use of cookies by selecting the appropriate settings on your browser, however, please note that if you do this you may not be able to use the full functionality of this website. Read Google's overview of privacy and safeguarding data

Where Hey Pharmacist App uses Google Analytics for Apps or Google Analytics for Firebase SDKs, Google Analytics collects an app-instance identifier — a randomly generated number that identifies a unique installation of an App. Whenever a user resets their Advertising Identifier (Advertising ID on Android, and ID for Advertisers on iOS), the app-instance identifier is also reset. Please view the following links for further details; https://play.google.com/store/apps/datasafety?id=uk.co.dimec.pharmacy&hl=en_GB&gl=US for android and https://apps.apple.com/gb/app/hey-pharmacist/id1078683248 for iOS before downloading the Hey Pharmacist App.

Where sites or apps have implemented Google Analytics with other Google Advertising products, like Google Ads, additional advertising identifiers may be collected. Users can opt out of this feature and manage their settings for this cookie using the Ads Settings.

The Hey Pharmacist app uses Firebase, a set of services for mobile applications provided by Google. We use Firebase to collect information about your use of the app. We use the information to compile reports and to help us improve the app. This information does not directly identify anyone.

The Hey Pharmacist app uses AppsFlyer, a web service provided by AppsFlyer, Ltd. (“AppsFlyer”). We use AppsFlyer to understand the effectiveness of our marketing and to help us make decisions about our product and how we advertise it to others. AppsFlyer collects information about what marketing campaigns result in downloads of our app and new registrations for our service. This information does not directly identify anyone.

The Hey Pharmacist website and app uses Facebook analytics, provided by Meta Platforms, Inc. (“Meta”). We use Facebook to understand the effectiveness of our marketing and to help us make decisions about our product and how we advertise it to others. Meta collects information about what marketing campaigns result in visits to our website, downloads of our app, and new registrations for our service. This information does not directly identify anyone.

10. Links to other websites

Our website may contain links to enable you to visit other websites of interest easily. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question. You may provide links from your website to our website but we reserve the right to have such links removed on notice.

11. NHS login

Please note that if you access our service using your NHS login details, the identity verification services are managed by NHS England. NHS England is the controller for any personal information you provide to NHS England to get an NHS login account and verify your identity and uses that personal information solely for that single purpose. For this personal information, our role is a “processor” only and we must act under the instructions provided by NHS England (as the “controller”) when verifying your identity. To see NHS login’s Privacy Notice and Terms and Conditions, please click here. This restriction does not apply to the personal information you provide to us separately.

12. NHS Data Opt Out

Hey Pharmacist & Rowlands Pharmacy adheres to the NHS Data opt out. To exercise your right to opt out please visit the NHS website. https://www.nhs.uk/your-nhs-data-matters/

13. Changes to this privacy policy

We keep our privacy policy under regular review to make sure it is up to date and accurate. Therefore we may amend this Privacy Policy at any time, so please check back frequently.

Hey Pharmacist & Rowlands Pharmacy Policy Version V2.1 Last updated September 2024