Privacy Policy

1. Introduction

Neils Pharmacy is committed to protecting your privacy and handling your personal information safely, lawfully and transparently.

This Privacy Policy explains how we collect, use, store and share personal information when you use our website, contact us, book an appointment, complete a pre-consultation form, request advice, or access NHS or private pharmacy services.

This Privacy Policy applies to the website www.neilspharmacy.co.uk and to personal information collected through website contact, booking and pre-consultation processes.

For the purposes of data protection law, WGA UK LTD, trading through Neils Pharmacy, is the Data Controller for the personal information we collect and process.

2. Who We Are

Pharmacy Name: Neils Pharmacy
Pharmacy Address: 32 Molyneux Drive, Prescot, L35 5DY
Website: www.neilspharmacy.co.uk
Email: neilspharmacy@gmail.com
GPhC Premises Registration Number: 1092123
Owner / Data Controller: WGA UK LTD

Neils Pharmacy is a registered community pharmacy in England. Our pharmacy is regulated by the General Pharmaceutical Council, and our registration details can be checked on the GPhC register.

3. Information We May Collect

We may collect and process the following types of personal information.

3.1 Information you provide to us

When you contact us, book an appointment, complete a pre-consultation form, or use our services, we may collect:

• your name;
• address;
• date of birth;
• telephone number;
• email address;
• NHS number, where relevant;
• GP practice details, where relevant;
• prescription information;
• medication history;
• allergies;
• medical conditions;
• symptoms and health concerns;
• consultation notes;
• vaccination or service history;
• information submitted through booking or pre-consultation forms;
• correspondence you send to us;
• complaint or feedback information.

Health and medical information is classed as special category data under UK GDPR and is handled with additional safeguards.

3.2 Website, booking and technical information

When you use our website, booking system or online forms, we may collect limited technical information, such as:

• IP address;
• browser type;
• device type;
• pages visited;
• date and time of access;
• booking form activity;
• information needed to keep the website and booking system secure and working correctly.

Our website includes booking software and/or online form functionality integrated into the website by our website developer. Information submitted through booking or pre-consultation forms may be processed through this website and associated systems for the purpose of managing appointment requests and pharmacy services.

We do not currently use non-essential analytics, advertising or marketing tracking tools. If this changes, this policy will be updated and, where required, we will ask for your consent.

4. How We Use Your Information

We may use your personal information to:

• provide NHS and private pharmacy services;
• manage appointment bookings;
• review pre-consultation forms;
• assess clinical suitability for pharmacy services;
• dispense prescriptions;
• provide clinical advice and consultations;
• contact you about appointments, prescriptions, medicines or services;
• maintain clinical, legal and professional records;
• respond to enquiries, complaints or feedback;
• meet NHS, legal, regulatory and professional obligations;
• manage the safety and security of our website, booking system and pharmacy systems;
• improve our services and patient experience.

Submitting information through the website does not guarantee that a medicine, treatment, appointment or service will be provided. All pharmacy services remain subject to eligibility, availability, clinical suitability and pharmacist assessment.

5. Lawful Basis for Processing

We process personal information only where we have a lawful basis to do so. Depending on the circumstances, we may rely on one or more of the following lawful bases:

5.1 Provision of healthcare

We process health information where it is necessary to provide pharmacy services, healthcare advice, treatment, medicines, clinical assessment or related care.

5.2 Legal and regulatory obligations

We may process information where required to comply with pharmacy law, NHS requirements, record-keeping obligations, professional standards, safeguarding duties or regulatory requirements.

5.3 Public task / public interest

Where we provide NHS services, we may process information where necessary for the provision and management of healthcare services.

5.4 Legitimate interests

We may process limited personal information where necessary for our legitimate business interests, including responding to enquiries, managing appointments, keeping records, preventing fraud, protecting website security and improving our services.

5.5 Contract

For some private services, we may process information where necessary to take steps before providing a service or to provide a service you have requested.

5.6 Consent

We may rely on consent where this is required, for example for certain optional communications or non-essential cookies. Where we rely on consent, you may withdraw it at any time.

5.7 Vital interests

In an emergency, we may process or share information where necessary to protect your life or the life of another person.

For special category health data, we usually rely on processing being necessary for the provision of health or social care services.

6. Booking and Pre-Consultation Forms

Our website may allow you to book appointments or complete pre-consultation forms for services such as NHS services, private services, vaccinations, blood tests, travel health, weight management, ear care or other pharmacy services.

Information submitted through these forms may be used to:

• assess whether a service may be suitable for you;
• prepare for your appointment;
• identify whether further information is needed;
• decide whether you should be referred to your GP, NHS 111, urgent care or another healthcare professional;
• keep a record of the consultation or service provided.

You must provide accurate and complete information. If information is inaccurate, incomplete or misleading, this may affect whether we can safely provide a service.

A booking or submitted form is not confirmation that treatment, medicine or a service will be supplied. A pharmacist may decide that a service or medicine is not appropriate, safe or clinically suitable.

7. Sharing Your Information

We do not sell your personal information.

We may share your information where necessary with:

• your GP practice;
• NHS organisations;
• NHS England;
• Integrated Care Boards;
• hospitals, clinics or other healthcare professionals involved in your care;
• NHS Business Services Authority and prescription pricing bodies;
• professional regulators, including the General Pharmaceutical Council;
• the Information Commissioner's Office, where required;
• law enforcement or legal authorities, where required by law;
• our website developer, booking software provider, website hosting provider, email provider, IT support provider and other operational service providers who support our systems;
• other healthcare providers where referral or continuity of care is appropriate.

Where information is shared, we only share what is necessary and appropriate.

Where service providers process information on our behalf, they are expected to handle it securely and only in accordance with our instructions and applicable data protection requirements.

8. Data Security

We take reasonable steps to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

These safeguards may include:

• secure pharmacy systems;
• password protection;
• access controls;
• staff confidentiality obligations;
• staff training;
• secure email or NHSmail where appropriate;
• physical security at the pharmacy premises;
• limiting access to personal information to those who need it;
• use of website and booking systems designed to support secure handling of information.

No website, booking system or electronic system can be guaranteed to be completely secure, but we take appropriate steps to protect the information we hold.

9. How Long We Keep Your Information

We keep personal information only for as long as necessary for the purpose for which it was collected and in line with legal, NHS, professional and regulatory requirements.

Clinical, prescription and consultation records may need to be retained for longer periods because they relate to healthcare, patient safety, legal accountability and professional record keeping.

Booking and pre-consultation information may be kept where it forms part of a clinical record, service record, audit trail, complaint record, safeguarding record or legal/professional record.

General website enquiries may be kept for as long as needed to respond to the enquiry and manage any follow-up.

If online payment is introduced in the future, we may need to keep limited payment-related records for accounting, tax, audit, fraud prevention and service administration purposes. We would not usually store full card details ourselves. Where online payments are processed through a third-party payment provider, that provider will process payment information in accordance with its own terms and privacy policy.

When information is no longer required, we will securely delete it, anonymise it or dispose of it safely.

10. Your Rights

Under data protection law, you have rights in relation to your personal information. These may include:

• the right to be informed about how your information is used;
• the right to access a copy of your personal information;
• the right to ask for inaccurate information to be corrected;
• the right to request deletion of information in certain circumstances;
• the right to restrict processing in certain circumstances;
• the right to object to processing in certain circumstances;
• the right to withdraw consent where consent is used;
• rights relating to automated decision-making.

We do not make decisions about you based solely on automated processing.

To exercise your rights, please contact us using the details below. We may need to confirm your identity before responding to certain requests.

11. Cookies

Cookies are small files placed on your device when you visit a website.

Our website may use strictly necessary cookies to help the website work properly, support booking or form functionality, and keep the website secure.

We do not currently use non-essential analytics, advertising or marketing tracking cookies. If we introduce these in the future, we will update this policy and, where required, ask for your consent.

You can manage cookies through your browser settings. Blocking some cookies may affect how the website, booking system or forms work.

12. Third-Party Links and Integrated Services

Our website may contain links to third-party websites, such as NHS services, booking pages, health information resources or professional bodies.

Our website may also use integrated booking or form functionality provided or managed by our website developer or software provider. Where you submit information through an integrated form or booking system, that information may be processed through those systems to allow us to manage your request.

We are not responsible for the content, security or privacy practices of third-party websites that are outside our control. You should read their privacy policies before submitting personal information to them.

13. Children and Young People

Some pharmacy services may involve children or young people. Where appropriate, information may be provided by a parent, guardian or carer.

We will handle information relating to children and young people carefully and in accordance with professional, legal and safeguarding responsibilities.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our website, our services, our booking software, third-party providers or how we handle personal information.

The latest version will be published on our website with the date it was last updated.

15. Contact Us About Privacy

If you have any questions about this Privacy Policy or how we handle your personal information, please contact:

Neils Pharmacy

32 Molyneux Drive
Prescot
L35 5DY

Email: neilspharmacy@gmail.com

If you are unhappy with how we have handled your personal information, you may also complain to the Information Commissioner's Office.