Data Protection & Privacy

Your privacy is important to us. That’s why we keep your personal information confidential.

Our privacy policy will also give you an understanding of how we use and protect your information to provide you with a better and safe service.

Data Privacy Notice

Personal Homecare Pharmacy Ltd (“We”, “Us”, “Our”) are committed to protecting information through appropriate controls, being transparent about what data we hold and how we use it, and about respecting your privacy. “You” (“Your”) are our client to whom we provide services or are considering entering into an agreement with us for the provision of our services.

The rules on processing of personal data are set out in the European General Data Protection Regulation (the “GDPR”) and the UK-GDPR enforced by the ICO following Brexit. The terms “Data Controller”, “Data Processor”, “Data Subject”, “Personal Data”, “Processing” and “Appropriate Technical and Organisational Measures” used below shall be interpreted in accordance with the GDPR.

This policy sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us.

Our Promise to you

The way we use your data has not changed; we will only use your data for the purpose it is provided. We will keep it safe and never sell it to third parties, we’ll be clear and open about how we will collect your personal information and how we will use it. Where you have choices and rights, we will explain these to you and respect your wishes.

Personal Homecare Pharmacy Ltd is a company registered in England under number 07158940, whose registered office is 11 High View Close, Hamilton Office Park, Leicester LE4 9LJ and whose trading address is 11 High View Close, Hamilton Office Park, Leicester LE4 9LJ. We are the Data Controller.

Your data is collected to provide direct patient care through our online products and services, for example creating your account, processing orders and transactions, responding to queries and comments and ensuring the highest level of customer service. We may also contact you in emergencies, such as a product recall or we have a duty of care to notify you of information relating to your health. We can disclose this information if it is required by law, if you give consent or if it is justified in the public interest.

The personal data we collect from you includes but is not limited to the following:

When you enquire about our services, we will request personal data such as your name, email address and telephone numbers and information about you to help us to advise you on the suitability of our services and to contact you with further information;
When you set up an account with us, or make a request for a quote or place an order we will request personal data such as your name, email address, email address, postal address, telephone numbers, credit/debit card details, date of birth and other information to help us identify you and provide a service to you. We will also request these details for all any partners that may be involved in your treatment or third-party delivery address details you may provide;
When you contact us to discuss your services or order, we will ask for certain information to be able to confirm your identity, check our records and answer your questions quickly and accurately;
When you visit our website, we may collect and process information about your usage by using “cookies” and other similar technologies to help us make improvements to the websites and to the services we make available. Please see the Cookies section below for more information;
Where we receive or make phone calls, we will collect call data records including the calling line identity passed, the call date and time, the number dialled and the duration of the call, the names of the parties to the call, and any message or other information given during the call;
Where we receive or send emails, We may collect the names and email addresses of the third parties and any information contained therein;
Where we receive or send paper documents or other forms of communication, we may collect the names and addresses of the third parties and any information contained therein;
When you access our web portal or website, we will collect the information you enter into the portal and the IP addresses from which you access the portal;
When you correspond with us by phone, email or otherwise, We will collect all information provided by you.
Medicine currently taking or will be taking (either retrieved from a third-party system, self-input or otherwise), including name, dosage, dosing schedule.

We will use the personal data for purposes that include but are not limited to:

Processing any enquiries, you have about our services;
Verifying your identity when you use our services or contact us;
Understanding, processing and executing instructions you give us concerning the delivery of our services;
Delivering our services to you;
Monitoring call traffic from time to time for service optimisation and problem-solving;
Analysing our services to improve them;
Notifying you about changes to our websites, services or terms and conditions or anything else we may be required or reasonably expected to notify you of;
Providing you with accurate and detailed billing for using our services; and
Collecting payment, and recovering any monies you may owe to us, for use of our services.
Collecting information used for survey purposes to improve our services.
Maintaining our business records and accounts;
Meeting our obligations to HMRC;
Preventing or detecting a crime, fraud or misuse of our services, and investigating where we believe any of these have or may have occurred;
Meeting our obligations under the money laundering, terrorist financing and transfer of funds (information on the payer) regulations 2017
Meeting our obligations under the data retention (EC directive) regulations 2009; and
Providing phone number portability under Ofcom’s general conditions.
To provide you with information about our other services, offers or products that you may be interested in; and
To provide you with information about third-party services, offers or products that you may be interested in.
We can provide you and your referring establishment (hospital/trust/GP) with clinical homecare services. To enable this your clinical team will first provide information to you and gain your consent or permission for your treatment to be provided through our services. This will include the sharing of appropriate personal data with parties involved in the delivery of the homecare service. This allows your referring establishment to provide us with limited information such as a prescription and registration form in order to provide the homecare services to you. The legal basis for this is legitimate interest. At times we will also share information with your referring establishment to meet with contractual agreements.

While storing your data

We will use appropriate technical and organisational measures to keep personal data secure and to prevent it being accidentally lost, accessed or used in an unauthorised way, altered or disclosed. We will make reasonable efforts to ensure the data is accurate and up to date and will undertake to rectify any inaccuracies of which we become aware without delay. All personal data we store is stored in the European Economic Area.

We may monitor and record Your phone conversations with us and use this information for training and quality purposes, to ensure any verbal instructions You give us are properly understood, to enable us to investigate complaints, and to meet our legal and regulatory obligations. All recordings are encrypted and securely stored shortly after completion of the phone call and access to recordings is controlled and monitored.

We may share information with third parties:

In response to properly made requests from law enforcement agencies for the prevention and detection of a crime, for the purpose of safeguarding national security or when the law requires Us to, such as in response to a court order or other lawful demand or powers contained in legislation;
In response to properly made requests from regulatory bodies such as the Information Commissioners Office and Ofcom;
As part of the process of selling our business;
Postal Services and couriers – for typical business purposes, to deliver prescriptions by post and to send your prescription script to the NHS (where a physical prescription is received)
As part of current or future legal proceedings; and
With a company who is assisting us in providing services to you or who provides services to us which enable us to provide our services to you, examples of such services being billing and financial systems, telecommunications services and customer management systems. Where we share information with other parties who provide such services, we will have contracts in place with them to ensure that they must comply with the requirements of the GDPR and any other relevant legislation to protect your information and keep it secure.
As a healthcare provider, we have a responsibility for mantaining appropriate pharmacovigilance. In some instances we may share limited information, such as your initals, date of birth and patient ID number, with pharmaceutical companies so that adverse events and drug safety incidents can be monitored.

Some of the organisations with whom we may share information may be outside the European Economic Area, in countries that do not always have the same data protection laws as the UK. However, we will have contracts in place with them to ensure that your information is adequately protected and we will remain bound by our obligations even when your personal information is processed outside the European Economic Area.

Where any data breach is identified that affects the information that we hold about or have processed from you, we will take urgent action in accordance with the GDPR and guidance issued from the information. No internet-based site can be 100% secure and we cannot be held responsible for unauthorised or unintended access that is beyond our control.

Commissioner’s Office. If you identify any data breach that affects data, we have passed to you, you must notify us in writing immediately and provide full information about the data affected by this breach.

The time period that we will keep information for will vary depending on what the information is used for.

Unless there is a specific legal requirement to the contrary, we will keep information in a form which permits identification of Data Subjects only for as long as it is necessary for the purposes for which we process it. Once the requirement to hold the data is complete, appropriate measures will be taken to delete the data in line with the terms of the GDPR. Any physical paper documents which enter our possession and are no longer required will be destroyed by an ISO 27001 and NAID accredited data destruction organisation.

Automated decision making based on personal data is not used in our business.

Cookies

Fertility2u.com uses cookies. Cookies are tiny files of letters and numbers that are stored by Your web browser, either temporarily within your device’s memory or more permanently on your device’s storage.

We use analytical and tracking cookies on our main web site www.fertility2u.com as a result of using services supplied by Bing and Google. These cookies contain data including but not limited to: details of the operating system, browser and IP address of the device used to visit the website, the time and duration of the visit and which parts of our website were visited. They allow us to recognise and count the number of visitors and to see how visitors move around Our website when they are using it. These cookies are stored on your device’s storage for varying durations, typically around a month. When visiting our main website, You can choose to decline our use of cookies by clicking on the “Decline” button which appears at the top of your browser window.

We use a security cookie on our web portal www.fertility2u.com This cookie is required for the operation of our web portal and contains only a session security token without any Personal Data. This cookie only exists for the duration of your web browser session, in Your device’s memory. Use of this cookie is a requirement of using Our web portal.

We will not attempt to personally identify visitors from their IP addresses unless required to as a matter of law or regulation or to protect our or our other customers' rights.

Right to Access

You have the right to request a record of the data held about you at any time. To do this a request should be submitted in writing to Personal Homecare Pharmacy Ltd, 11 High View Close, Hamilton Office Park, Leicester LE4 9LJ. We may ask the Data Subject to provide Us with proof of identity to make sure We are giving information to the right person. We will respond to all requests within 30 days.

Right to rectify, remove and erase your data

You have the right to request that we rectify any inaccurate or incomplete data that we hold about you.

You have the right to request us to “remove” your personal data. Where certain limited conditions may apply such as legal obligations your request may be refused. If this is the case, we will explain our reasons for this decision.

You have the right to request your personal data to be restricted in processing. This means any further processing activities cannot be carried out without your consent.

Where appropriate, we will notify any third parties of these changes.

Changes

Please note that how we collect, use and protect personal data will be reviewed periodically and may change from time to time. We will notify you by email should such changes occur.

If You have any questions about privacy issues, want us to update Your marketing preferences, or amend the information, please contact cs either by email on [email protected] or by post at Personal Homecare Pharmacy Ltd, 11 High View Close, Hamilton Office Park, Leicester LE4 9LJ.

Complaints

In the first instance, please contact us using the details above. If this does not resolve Your complaint to Your satisfaction, You have the right to complain to the Information Commissioner about the way in which We collect and use Your Personal Data: https://www.ico.org.uk/concernsor telephone 0303 123 1113. We are registered with the Information Commissioner’s Office under Register Entry Z274926

Our commitment to privacy

We respect your personal information and confidentiality. We are devoted to protecting your personal information from loss, misuse, unauthorised access, modification and disclosure. These privacy guidelines are communicated to every Fertility2u.com employee.

Fertility2u.com´s website contains links to other sites. Fertility2u.com does not share your personal information with these websites and is not responsible for their privacy practices.

The Fertility2u.com customer privacy policy is subject to change at any time and is continually reviewed given the increased importance in privacy.

Fertility2U is a trading brand of Personal Homecare Pharmacy Ltd and is incorporated and registered in England and Wales with company number 07158940. The company operates from 11 High View Close, Hamilton Office Park, Leicester LE4 9LJ, a licensed pharmacy premises. We can be contacted on: 01827 818 321 or by email to [email protected]