Privacy policy

Including Cookie and Freedom of Information Policy

Welcome to our Website, which is operated by PHARMACY2U LIMITED ("P2U"), a trusted partner of ASDA Stores Limited ("ASDA"). By using our Website and opting to have your prescriptions fulfilled by us, you ("you" or "your") are entering into a transaction with P2U and agreeing to be bound by these Terms and Conditions (the "Terms").

Please note:

Authority of Use: ASDA has authorized the use of its trademark in association with the Website. However, P2U is solely responsible for managing all orders placed through the Website, including the communication with your GP.

Responsibility for Orders: Once an order is processed, P2U assumes full responsibility for the dispensing and dispatching of medication, except when medications are dispensed at an ASDA Pharmacy. In such cases, ASDA is responsible for the dispensing of medication.

By engaging with our services, you acknowledge and accept these terms of operation. Thank you for choosing us for your prescription needs.

PHARMACY2U LIMITED, a company registered in England and Wales with Company Registration Number 03802593 and having its registered office at Lumina Park Approach, Thorpe Park, Leeds, England, LS15 8GB.

ASDA Stores Limited is registered in England and Wales with Company number 464777.

ASDA Stores Limited registered office is ASDA House, Southbank, Great Wilson Street, Leeds, LS11 5AD

VAT number is GB 362 0127 92

About Us

Pharmacy2Uis a UK online pharmacy registered with the General Pharmaceutical Council (GPhC). You can review our GPhC registration details at:

www.pharmacyregulation.org/registers/pharmacy/registrationnumber/9010146

Who handles our data processing activities

A member of our team, called the Data Protection Officer, oversees our data processing activities and how we handle your personal data. You can contact our Data Protection Officer by:

Email: [email protected]

Phone: 0113 265 0222

Post through our head office:

Pharmacy2U Limited,
Lumina,
Park Approach,
Thorpe Park,
Leeds
LS15 8GB

If you have any questions about this policy or our approach to data protection and privacy, please contact our Data Protection Officer.

Purpose and scope of this privacy policy

We use this privacy policy to give you information about how we handle information about you when you visit our website.

We know that our privacy policy provides you with a lot of information, so we have organised it into sections to make it easier for you to read and understand. Some information is in expandable sections to make it easier to read. You just need to click on the sub-heading and more information about the section this will drop down for you to read.

Your privacy matters to us, so whether you are new to Pharmacy2U or a long-time patient, please do take the time to read this policy. If you have any questions, please let us know by using the contact details provided above.

We respect your right to privacy and are committed to explaining clearly and honestly how we use any information that we have about you. This privacy policy will help you to understand what information we collect, why we collect it, and what we do with it.

To register and access certain services on this site, individuals under the age of 18 may do so for services where UK law permits access without parental consent, such as sexual health services, mental health support, and substance misuse advice. While minors may have the capacity to give informed consent for these services, as acknowledged by UK law and NHS guidelines, we reserve the right to evaluate such capacity to ensure informed consent is appropriately obtained. It is the user's duty to provide true and accurate information when registering. Should we be unable to affirmatively determine a minor's capacity to consent, we maintain the discretion to refuse the creation of an account or provision of services. Users are responsible for their own use of this site and any associated orders. It is crucial for users to protect their login details against unauthorized use. When services necessitate parental or legal guardian consent for users under 18, we require such consent to be verified, with the parent or legal guardian assuming responsibility in alignment with our terms. Pharmacy2U endeavours to ensure the accuracy of this website's content; however, within legal limits, Pharmacy2U disclaims all warranties related to the content herein.

How we use your data on our online servers and services

The information we collect, how and why we use it

PurposePersonal Information UsedHow we collect this informationLawful Basis
To help us understand how people use our website and access our services so that we can ensure they are developed to meet customer needs.Information about your visit, including information about which pages you visit and for how long, the website you came from and went to before and after visiting our website, and information about the device you used to access our websites such as the type of phone/PC, operating system, and IP address.With your consent, cookies are placed on your device which collects this data.These cookies are only used where we have your consent.
To record website registration to help deliver services to registered users.Information that you submit using our data collection forms, which will include your name, address, and contact information.You provide us with this information when you complete our data collection forms.We have a legitimate interest in enabling you to create an account so you can access our services.
To fulfil the orders that you place with us, we must first verify your identity and then receive your order information and details to complete your order.Information to confirm your identity, your medication, payment details, delivery address, your feedback (if you provide it), safe place for deliveries (if you provide it)You provide us with this information when communicating with Pharmacy2U to place your order.This information is collected to fulfil our contract with you.
To fulfil orders for bespoke medications, tailor-made medical equipment, or appliances and ensuring the best levels of service from our Dispensing Appliance partnerContact details for affected patients shared with relevant suppliers (e.g. Ostomed Healthcare Ltd) who download medical data directly from the central NHS systemYou provide us with this information when communicating with Pharmacy2U to place your order.Necessary for the provision of health care/treatment and to fulfil the prescription as quickly as possible
To document phone conversations between you and us and record these to: • Check and review quality of care • Prevent, detect, investigate and prosecute allegations, complaints, claims and / or fraud relating to patients, customers, other organisations or P2U staff • Protect staff and patientsAny information that you provide to us over the phone may be recorded on our systems, this may include information about your health and prescriptions. You provide us with this information when communicating with Pharmacy2U.To document phone conversations between you and us and record these to: • Check and review quality of care • Prevent, detect, investigate and prosecute allegations, complaints, claims and / or fraud relating to patients, customers, other organisations or P2U staff • Protect staff and patients • Any information that you provide to us over the phone may be recorded on our systems, this may include information about your health and prescriptions. • You provide us with this information when communicating with Pharmacy2U. We have a legitimate interest to process the information about yourself that you provide to us to address your queries. • We record the conversation for quality management purposes under the legitimate interest of continuously improving the standard of service that we are providing you with. • Any health or ‘special category data’ that you provide to us is processed for purposes of ensuring the quality and safety of health care and of medicinal products or medical devices and establishing facts in case of future legal claims.
*To determine if you would be a suitable participant in a clinical trial and to inform you of this.Information relevant to the requirements of the trial, this may be: gender, age band, geographic location, details of health conditions or medications they are researching.*To determine if you would be a suitable participant in a clinical trial and to inform you of this. Information relevant to the requirements of the trial, this may be: gender, age band, geographic location, details of health conditions or medications they are researching. We collect this data from our database. Our database will have this information from our previous interactions with you and information that you have submitted to us. We will only provide your information directly to the requesting clinical trial provider where we have your explicit consent to do so. There is a public interest in making you aware of your eligibility for a clinical trial as clinical trials help to ensure the quality and safety of health care and of medicinal products or medical devices.We will only provide your information directly to the requesting clinical trial provider where we have your explicit consent to do so. There is a public interest in making you aware of your eligibility for a clinical trial as clinical trials help to ensure the quality and safety of health care and of medicinal products or medical devices..
*To identify, invite, and manage participation in the Our Future Health research programmeYour name, date of birth, address, medical data, health information, and list of invited individualsWe collect this data from our database. Our database will have this information from our previous interactions with you and information that you have submitted to us.Necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller (Data Protection Act 2018 Section 19, and Schedule 1 Section 2 and Section 4).
*To send automated service messages to you about a current contract, services you have requested or past purchases.Your name, contact details, history of your relationship with Pharmacy2U.We collect this data from our database. Our database will have this information from our previous interactions with you and information that you have submitted to us.We have a legitimate interest in keeping our customer base up to date and informed about the service. We also must communicate some information to you in order to fulfil our contract with you.
To send messages to account users to remind them to check their account details are up to date.Name and contact details.To send messages to account users to remind them to check their account details are up to date. Name and contact details. We collect this data from our database. Our database will have this information from our previous interactions with you and information that you have submitted to us. If we do this directly on request of the NHS then this is done under the basis of the public interest. If we do this without being directly instructed, it is under the basis of our legitimate interests to ensure that you are informed of public health services relevant to you.To send messages to account users to remind them to check their account details are up to date. Name and contact details. We collect this data from our database. Our database will have this information from our previous interactions with you and information that you have submitted to us. If we do this directly on request of the NHS then this is done under the basis of the public interest. If we do this without being directly instructed, it is under the basis of our legitimate interests to ensure that you are informed of public health services relevant to you.
Sometimes we will process your data to send you messages about public health services that may be relevant to you (e.g. COVID-19 or seasonal flu vaccinations).Sometimes we will process your data to send you messages about public health services that may be relevant to you (e.g. COVID-19 or seasonal flu vaccinations). Name, contact details, relevant details on your eligibility for the relevant service. We collect this data from our database. Our database will have this information from our previous interactions with you and information that you have submitted to us. If we do this directly on request of the NHS then this is done under the basis of the public interest. If we do this without being directly instructed, it is under the basis of our legitimate interests to ensure that you are informed of public health services relevant to you.We collect this data from our database. Our database will have this information from our previous interactions with you and information that you have submitted to us.Sometimes we will process your data to send you messages about public health services that may be relevant to you (e.g. COVID-19 or seasonal flu vaccinations). Name, contact details, relevant details on your eligibility for the relevant service. We collect this data from our database. Our database will have this information from our previous interactions with you and information that you have submitted to us. If we do this directly on request of the NHS then this is done under the basis of the public interest. If we do this without being directly instructed, it is under the basis of our legitimate interests to ensure that you are informed of public health services relevant to you.
To send you an e-mail reminder if you only partially complete the registration or subscription order process on our website.Name, contact details such as your email address, information related to your partially completed registration or subscription order. We collect this data directly from you when you begin the registration or order process and leave it partially completed. The information is stored in our secure database, which also contains data from our previous interactions with you and information that you have willingly submitted to us through our website or app.We process this information under our legitimate interest to ensure the completion of the registration or order process, provide you with important reminders, improve our services, and enhance your experience with our platform.
To send you direct marketing information about products and services of the ASDA-P2U partnership that we think will be relevant to you. We may do this by post, e-mail, SMS or telephone.Name and contact details.We collect this data from our database. Our database will have this information from our previous interactions with you and information that you have submitted to us.We will only undertake electronically communicated marketing (e.g. e-mail and SMS) with your consent. Telephone and postal marketing will be done under our legitimate interests to inform you of our products and services. We will check the TPS before we contact you. We will always provide you with an option to opt-out of receiving these communications.
To undertake market research about our product on social media to help us develop our products and services.Information that has been uploaded onto social media channels, such as usernames. Social media channels such as Facebook and Twitter may be used for this.This information is collected from content which has been uploaded to social media channels.We process this information under our legitimate interests to expand and develop our products and services. If you have consented to marketing, we may use your personal data to generate targeted marketing on social media sites.

Automated decision making and Profiling

The above information marked with an asterisk (*) may be used for automated decision making or profiling purposes. We do this to:

  • Help us to understand our customers and to help us identify and market to customers with similar characteristics.

  • Enable us to determine if you might be interested in other products and services we provide.

  • Enable us to determine if products and services of other organisations are likely to be of interest to you.

  • Enable us to determine if you are likely to be suitable to take part in clinical trials and medical research we may be involved with from time to time (please refer to the section below).

  • Determine if our products and services of other organisations similar products and services may be of interest to you.

The law allows us to collect and use this information on the basis that it is in our legitimate interests of operating and improving our commercial pharmacy services.

We do not use any medical data, information about your health, or any other sensitive personal data for profiling and segmentation, except in some circumstances. Segmentation is the process of creating individual lists or groups based on select criteria. The circumstances where we may undertake profiling of medical data will be to undertake the provision of healthcare and treatment (e.g. establishing if you require flu jabs, vaccinations, eligibility for condition-specific information, or clinical trials). The specifics on this are outlined above.

We will use information about the products and services you order for profiling purposes to help improve our marketing.

The automated decision making that we undertake does not have any legal or other similarly significant effects on our patients. This is because every decision is reviewed by a suitable person before being put into effect. What this means is that we will not make decisions about you that are only determined by computers.

You have the right to object to any processing that is based on our claim of our “legitimate interests” including profiling and automated decision making as outlined in the Your Rights section below.

Retention of your information

We only keep your personal details for as long as we need it to:

  • Provide you with our services;

  • Send you marketing and promotional materials;

  • Meet our legal obligations and/or protect or defend our business.

We keep a document which tells us how long we need to keep this information for in order to meet the above purposes. If you want more detail on this, please get in touch using the contact details given in the ‘Contact us’ section.

Disclosing your personal information

In order to provide you with our products and services, we use other organisations to help carry out some of the processing activities on our behalf.

These types of organisations may include:

  • Laboratories;

  • Technology hosts;

  • Printing companies;

  • Providers of digital advertising services;

  • Providers of marketing and sales software solutions;

  • Mailing houses; and

  • Identity verification partners.

In these circumstances, we will ensure that personal information is properly protected and that it is only used in accordance with this Privacy Policy.

We also collect, use and share Aggregated/Anonymised Data such as statistical or demographic data for any purpose.

Aggregated Data may be produced from your personal data, however it does not individually identify you, directly or indirectly, and so it is not considered to be personal data. For example, we may aggregate your usage data with other users’ data to calculate the percentage of users accessing a specific website page. Additionally, we may aggregate your data to create marketing personas/lookalikes to help improve our advertising.

However, if we combine or connect aggregated data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data. This combined data will be used in accordance with this privacy policy.

Please note, where we aggregate data for marketing purposes, it will not be combined with your personal data, and you will not be able to be directly or indirectly identified as a result.

Sharing of Prescription Data with IQVIA

In line with practices common among larger pharmacies, we share prescription and prescriber information with IQVIA Ltd, a company incorporated in England and Wales (Registered Address: 3 Forbury Place, 23 Forbury Road, Reading, RG1 3JH; Company Registration Number: 03022416). This sharing of information is based on the legitimate interest for supporting enhanced healthcare analytics and research, contributing to the broader objectives of healthcare improvement and innovation.

The information shared is in the form of anonymous or aggregated data and does not include any personal data of our customers receiving prescriptions. The prescriber information we share consists only of publicly available data, such as the name and workplace address of prescribers, and is considered non-sensitive.

We believe that this practice presents a very low risk of harm and aligns with the NHS's policy of releasing prescribing information by GP practice.

Our Future Health research programme

Our Future Health is the UK’s largest-ever health research programme. It is designed to help people live healthier lives for longer through the discovery and testing of more effective approaches to prevention, earlier detection and treatment of diseases.

Millions of people, from all backgrounds and from right across the UK, are invited to take part. Volunteers will provide information about their health and lifestyles to create an incredibly detailed picture that represents the whole of the UK.

By developing a more detailed understanding of what makes certain people more likely to develop a disease - plus what to look out for before any symptoms appear - Our Future Health has the potential to help to develop far more effective approaches to both prevention and treatment.

Pharmacy2U has been asked to identify people who are eligible and to invite them to join the Our Future Health research programme. We will use the data we hold to identify suitable people and send them an invitation to take part. The data used will include name, date of birth and address. Your personal data will not be shared directly with the research programme.

The programme is organised by Our Future Health is a company limited by guarantee registered in England and Wales (number 12212468) and a charity registered with the Charity Commission for England and Wales (charity number 1189681) and OSCR, Scottish Charity Regulator (charity number SC050917). Registered office: 2 New Bailey, 6 Stanley Street, Manchester M3 5GS.

It will always be entirely your decision whether or not to participate in Our Future Health. Your decision will not have any effect on the services we provide to you. We won’t disclose any information about you which allows you to be identified to Our Future Health or the NHS without your explicit consent.

The research programme has requested that all eligible people be contacted once only. To manage the invitation process, we will need to keep the list of people who have been invited until six months after the research programme recruitment is complete. This is to ensure that you are not invited if you have told us you do not want to be contacted, and that no one is invited more than once.

The Health Research Authority has provided legal support to the Our Future Health research programme under Section 251 of the NHS Act 2006 and Regulation 5 of The Health Service (Control of Patient Information) Regulations 2002 which enable the common law duty of confidentiality to be temporarily lifted so that confidential patient information can be processed by NHS Digital on behalf of the programme. This support provides the legal basis for suitable participants to be invited to join the research programme. This is following advice from the Confidentiality Advisory Group, an advisory body which provides independent expert advice on the use of confidential patient information without consent in England and Wales.

More information is available at https://ourfuturehealth.org.uk/ .

Clinical research, medical trials and studies and automated decision-making

As a respected medical business, we are often approached by other professional organisations looking for people to participate in medical research, clinical trials of new treatments for example, or other medical studies. We believe that it is vitally important such trials take place and aim to support them as far as we can.

This is how we determine if you would be a suitable participant in a clinical trial:

  • Sponsors of trials approach us with a profile of people they are seeking to participate. This may include information such as gender, age band, geographic location and details of health conditions or medications they are researching.

  • We will look at our database of patients to find people who meet the participant profile using the information we hold about each patient.

  •  We will provide all those individuals who have been identified as suitable to participate in a trial with information about it and will, subject always to consent, disclose their contact information to the trial sponsor.

It will always be entirely your decision whether or not to participate in a clinical trial. Your decision will not have any effect on the services we provide to you. We won’t disclose any information about you which allows you to be identified to any trial sponsor without your explicit consent.

The law allows us to undertake profiling and automated decision making in pursuit of our interests of promoting our business as a leading provider of pharmaceutical services and maintaining a database of patients for our commercial benefit. The law also allows us to undertake this type of processing to support the interests of sponsors of clinical trials and research. The law (Data Protection Act 2018 Section 19, and Schedule 1 Section 2 and Section 4) permits us to use medical data and health information for the listed purposes as it is necessary for medical research, and the provision of health care/treatment. The UK introduced a national data opt-out (https://digital.nhs.uk/services/national-data-opt-out) in May 2018 whereby all UK NHS patients were automatically opted into a scheme allowing NHS organisations to share patient information for the purposes of research and planning. You may choose to opt out. For further information please visit https://www.nhs.uk/your-nhs-data-matters/manage-your-choice.

We may process your data to help us identify patients based on the clinical trial eligibility criteria of the specific trial. The automated decision making that we undertake does not have any legal or other similarly significant effects on our patients because every decision is reviewed by a suitable person before being implemented. What this means is that we will not make decisions about you that are wholly determined by computers alone.

You have the right to object to any processing that is based on our claim of our “legitimate interests” including profiling and automated decision making as outlined in the Your Rights section below.

We retain information about which clinical trials we think you are suitable for and the basis of our decision making only for as long as we need it. The high-level profile information is shared with clinical research companies to allow them to determine if we are likely to have any suitable research/trial candidates. We will ordinarily only disclose information about those people who meet the trial person profile specification with explicit consent unless the research program is so generic that it does not require the disclosure of any data concerning health in which case we may choose to disclose a list of candidates on the basis of the legitimate interests of the trial sponsor. We may also disclose information about our customers' participation in clinical trials and medical research to our professional and medical advisors.

The ICO has produced wider guidance on direct marketing for the public sector. Pharmacy2U, as is the case with other commercial pharmacies, provides pharmaceutical services under the National Health Service Act 2006 and is therefore considered a public authority specified in respect of information relating to those services. This guidance specifically considers the rules on direct marketing in the context of health and care communications. It includes some case studies at the end.

While direct marketing communication sent by electronic mail or text will need the consent of the individual prior to sending that communication. Following NHS England guidance messages and communications about:

  •  Communications about research participation from organisations whose tasks and functions include the conduct of health and social care research

  •  Information to an individual to inform them about a health or social care research project they may be eligible to participate in

These would be seen as necessary for your organisation's task and function, so are NOT direct marketing.

You have the right to object to any communication about health and social care research, please contact any member of staff or email us at [email protected].

Communication

Service Messages

We send automated communications to customers in addition to manual communications which react to a specific inquiry or order. In line with ICO guidance, routine customer service messages do not count as direct marketing – in other words, correspondence with customers to provide the information they need about a current contract, services they requested, or past purchases. You will receive these messages, even if you have not opted into marketing or unsubscribed from our email communication.

The ICO also clarifies that general branding, logos, or straplines in these messages do not count as marketing. The sending of service messages without explicit consent is lawful as it is communication in regards to the fulfilment of our contract with you and it is in our legitimate interest to keep our customer base up to date and informed about the service, pursuant to Art.6.1(f) UK GDPR, whereby processing is lawful where it is necessary for the legitimate interest of the controller. Further information is also available on the ICO website.

NHS Service Information Messages

As part of our commitment to providing high-quality healthcare services, Pharmacy2U may send communications to patients about relevant NHS services, such as our new NHS oral contraception service. These messages are sent in compliance with NHS direct marketing guidance and are considered necessary communications regarding available NHS services pertinent to your healthcare. They are not classified as 'direct marketing' but are vital to inform you about relevant healthcare options and services that you are eligible for.

The legal basis for sending these NHS Service Information Messages is our legitimate interest in keeping our customers informed about essential healthcare services, as outlined in Article 6(1)(f) of the UK GDPR. This interest aligns with ensuring that you have access to the most relevant and beneficial healthcare services available to you.

While these communications are part of our effort to ensure you are informed about healthcare services that may benefit you, we respect your preference regarding such communications. If you wish not to receive informational messages about NHS services, you may contact our Data Protection Officer at [email protected].

Data Accuracy Messages

If you have registered with Pharmacy2U for the NHS Repeat Prescription Service, but are not actively using the account you will periodically receive a message and askes to review and update your account details.

For clinical reasons and under the Data Protection Act 2018 we have a legal obligation to ensure that our patient data is ‘accurate‘ and is up to date and gets delivered to the right delivery address. The guidance of the Information Commissioner’s Office (ICO) also says, “It may be sensible to periodically ask individuals to update their own details”. Please see Pharmacy2U’s privacy policy for further information.

Public Health Messages

Occasionally, we process your personal data for purposes directly connected with ensuring that you receive high-quality healthcare through the NHS and informing you of services that may be relevant to you. This includes information about the COVID-19 vaccination programme and the seasonal flu vaccination programme.

If we do this directly on the request of the NHS to support their statutory functions, this can be done without your consent as the NHS is established by Act of Parliament and is required by law to carry out these functions, under Data Protection law they are allowed to process your personal data because the processing is ‘necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller.‘.

If not instructed directly, the legal basis for sending these messages is legitimate interest.

Partially completed order messages

As part of our clinical responsibility to patients, we may also send you emails if you only partially complete a prescription order on our website or app. We assessed that informing the patient about an incomplete prescription order is both in the interest of the patient, as well as in our interest as the registered pharmacy. The legal basis for sending these messages is therefore legitimate interest.

Marketing

Pharmacy2U is a commercial business and our success is based not only on the trust of our customers but on adopting a responsible approach to marketing. We use the information we hold about our customers for direct marketing purposes including sending direct marketing materials about our products and services that we believe may be of interest to you via mail, email, SMS, and telemarketing. We also may customise the adverts you see on our website. Usually, adverts are customised through automated decision making, based on the pages you have visited on our site previously.

The law allows us to undertake direct marketing in pursuit of our interests in promoting our business. You may object to our using information about you for direct marketing purposes as outlined in the Your Rights section below.

We will only send direct marketing materials to you via email or other electronic messaging if you have consented to us to do so or if they relate to our own products and services similar to those that you have previously expressed an interest in or ordered. We maintain records of consent: you may withdraw your consent at any time.

When we undertake direct marketing by telephone, we will always check whether you are registered on the telephone preference service (TPS), the UK’s register of numbers that may not be used for telephone marketing.

We retain information about your interaction with our direct marketing activities only for as long as we need it which is generally no longer than 2 years from the end of a campaign. We may retain anonymised campaign statistics for a longer period of time to allow us to monitor our direct marketing activities year on year. Like many organisations, we use specialist service providers to help us to carry out our direct marketing including marketing agencies, printing and mailing companies, email/SMS broadcasting providers, telephone marketing agencies and other similar professional advisors which means information about you may be disclosed to them.

When we undertake customer surveys or email broadcasting, we may use specialist services providers in other countries including for example SurveyMonkey and Sailthru both of which are based in the USA. Whenever we transfer information about you overseas, we will make sure that we implement suitable safeguards including for example using appropriate contracts which hold our suppliers to account and provide protection to your rights and freedoms. For further information about international transfers of personal data please contact our Data Protection Officer.

Social media

We may obtain information about you from social media channels including Facebook and Twitter. We use content aggregators such as Hootsuite to manage social media content that refers to us so that we can monitor market sentiment towards our brand and address any complaints or brand issues raised on social media.

We may also process your data in order to identify people like you to send them marketing information. Should we use your data in this way your personal information will be anonymised.

If you have consented to marketing, we may use your personal data to generate targeted marketing on social media sites, for example, Facebook. We send pseudonymised data in a way that only the intended end user can understand. We recommend you routinely review the privacy notices and preference settings that are available to you on social media platforms. If you do not wish to receive such targeted marketing generally, you are able to switch this off within the social media site.

The law allows us to undertake the listed activities on the basis of our legitimate interests of protecting and developing our business. We retain information on our social media pages and aggregators for no more than 2 years. Some of the social media channels we use to transfer personal data to the USA. Whenever we transfer information about you overseas, we will make sure that we implement suitable safeguards including for example using appropriate contracts which hold our suppliers to account and provide protection to your rights and freedoms. For further information about international transfers of personal data please contact our Data Protection Officer.

 

Your rights

Right of Access

You have the right to obtain confirmation from Pharmacy2U as to whether personal data concerning you are being processed and, where that is the case, access to that data.

Right to Rectification

You have the right to oblige Pharmacy2U to rectify inaccurate personal data concerning you. Taking into account the purposes of the processing, you have the right to have incomplete personal data completed by providing a supplementary statement.

Right to Erasure (Right to be Forgotten)

You have the right (in some circumstances, but not all) to oblige Pharmacy2U to erase personal data concerning you.

Right to Restriction of Processing

You have the right (in some circumstances, but not all) to oblige Pharmacy2U to restrict processing of your personal data. For example, you may request this if you are contesting the accuracy of personal data held about you.

Right to Data Portability

You have the right (in some circumstances, but not all) to oblige Pharmacy2U to provide you with the personal data about you which you have provided to Pharmacy2U in a structured, commonly-used and machine-readable format.

You also have a right to oblige Pharmacy2U to transmit those data to another controller.

Right to Withdraw Consent

If the lawful basis for processing is consent, you have the right to withdraw that consent.

Right to Object to Direct Marketing

Where your personal data is processed for direct marketing purposes, you have the right to object at any time to processing of your personal data for marketing, which includes profiling to the extent that it is related to such direct marketing.

Rights in Relation to Automated Decision-Making and Profiling

Pharmacy2U may perform some automated decision-making based on personal data, as outlined above in the ‘Automated decision-making and profiling’ section. However, this will not produce any legal effects on you.

You should note that some of these rights, for example the right to require us to transfer your data to another service provider or the right to object to automated decision making, may not apply to you. This is because they have specific requirements and exemptions which apply to them and they may not apply to personal information recorded and stored by us. For example, any automated decision making that we carry out in relation to your personal data does not have any legal effects on you. However, some rights will always apply. For example, your right to withdraw consent or object to processing for direct marketing are absolute rights.

NHS National data opt-out for research and planning purposes

You may choose to opt out of the NHS using your data for planning and research purposes – details are obtained by:

  • visiting the www.nhs.uk/your-nhs-data-matters website portal; using the NHS App; or

  • writing an email to [email protected], or

  • writing by post to National Data Opt Out, Contact Centre, NHS Digital, HM Government, 7 and 8 Wellington Place, Leeds, LS1 4AP; or by

  • calling the NHS Digital contact centre - 0300 303 5678 (open workdays Monday-Friday, 9am-5pm).

Your Right to Lodge a Complaint with a Supervisory Authority

If you wish to exercise any of your rights concerning your personal data, you should contact Pharmacy2U’s Data Protection Officer at the address shown below in the ‘Contact us’ section.

If you are not happy with the response you receive, you have the right to lodge a complaint with the supervisory authority. In the United Kingdom this is:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

e-mail: [email protected]

You can find out more information about your legal rights can be found on the Information Commissioner’s website at: https://ico.org.uk/for-the-public/

Changes to this policy

We may change our privacy policy from time to time.

If we change anything important (the information we collect, how we use it or why), we will undertake reasonable efforts to make you aware of the changes such as by providing a link to the change on the website or telling you by email.

Contact us

You can phone us on 0113 265 0222 or webchat with us from our website at www.pharmacy2u.co.uk/help-and-support.

If you have any questions about our privacy policy or our approach to data protection and privacy you may send an email to [email protected], phone us or write to us.

Cookie policy

We, Pharmacy2U Limited, run our website at pharmacy2u.co.uk (our site). Our site uses cookies to help differentiate you from other users. This helps us to provide you with a good experience when you browse our site and allows us to improve our site. Some cookies are needed to run our website, these are outlined below as ‘necessary’ cookies. We also use analytical cookies, such as statistics and marketing cookies, to help get a better understanding of the people who use our website so that we can work on improving our website, products and services. We will only collect personal identifiable information with our analytical cookies where we have your consent to do so.

Protecting our customers and their information is very important to us. This means that any functional or necessary cookies on our site will not collect your personal information. However, our analytical cookies will collect your IP address to help distinguish you from other website users. An IP address is considered personal data and so we use and hold this information in line with data protection law.

We use cookies on our site to help make your visits more effective, so we'd like to explain more about how and why we use them. A cookie cannot read information from your hard drive or read cookie files created by other websites. The use of cookies is very common and can be found on most major websites.

We can change the use of cookies at any time and for any reason. Any changes will be outlined on this policy and will take effect straight away. We will take any necessary steps to bring these changes to your attention. If any changes are made to cookies that require consent then new consent will be obtained.

How Cookies can make our website work better

Cookies are small text files which websites, and sometimes emails, place on your device. They provide useful information to companies, which helps in all sorts of ways. For you, it means you can use our site more efficiently and save time by not having to re-enter your details each time you visit. For us, cookies help us to analyse how our customers use our website so we can make improvements.

We use three types of cookies on our site:

  •   Session cookies that are deleted after each visit. They do not store any personal information and are deleted when you close your web browser.

  •    Permanent cookies that remain on your device after you have closed your browser. These cookies allow us to recognise you and remember your preferences next time you visit our site.

  •  Third-party cookies that are used by our approved business partners. You can delete the cookies from your browser at any time if you want to (see below for more information on how to do this), but this will restrict the functions that you're able to carry out on our site.

Our cookies fall into the following categories:

Necessary cookies: These are cookies that are needed for our site to work properly. For example, cookies that enable you to log in to secure areas of our site. These will usually be session cookies (see above).

Preferences cookies: These are cookies that enable a website to remember information that changes the way the website behaves or looks, like your preferred language or the region that you are in.

Statistics cookies: These cookies allow us to recognise and count the number of visitors to our site, and to see how visitors move around our site when they are using it. This helps us to improve the way our site works (for example, by making sure that users can easily find what they are looking for).

We use cookies to produce visitor statistics such as:

  •  how many people have visited our site;

  •   how visitors reached our site;

  • what type of technology visitors are using (for example, Mac or Windows), which helps us to identify when our site isn't working as it should for particular technologies;

  •   how long visitors spend on our site;

  •   what pages visitors look at;

This helps us to continuously improve our site.

Marketing cookies: These cookies record your visit to our site, the pages you have visited, and the links you have followed. We and third parties use this information to make our site, and the advertising on it, more relevant to you.

Advertisements displayed on our site may be provided through an advertising-management company. When you view a web page that contains advertising provided by an advertising-management company, that company may place a cookie on, or collect a cookie from, your device (if you have enabled cookies).

Please note that third parties may also use cookies, which we have no control over. These cookies are likely to be analytical/performance cookies or targeting cookies. These cookies will only be used with your consent.

Blocking cookies

You can block cookies from any website through your browser settings. If you share a computer with other users, accepting or rejecting the use of cookies will affect all users. The Help function in your browser should tell you how to do this. For more information about how to change your browser settings, go to www.aboutcookies.org.

Please note that doing so is likely to limit the functions of our site. For information on how to do this on your mobile phone browser, please see the manual for your phone.

Cookies

Cookies are small text files that can be used by websites to make a user's experience more efficient.

The law states that we can store cookies on your device if they are strictly necessary for the operation of this site. For all other types of cookies we need your permission.

This site uses different types of cookies. Some cookies are placed by third party services that appear on our pages.

You can at any time provide or withdraw your consent from the Cookie Declaration on our website.

Learn more about who we are, how you can contact us and how we process personal data in our Privacy Policy.

Please state your consent ID and date when you contact us regarding your consent. Your consent applies to the following domains: www.pharmacy2u.co.uk

Your current state: Deny.

Your consent ID: htpcYMD6Y+Q6u994u2DBsL2HLuvNDF5sYOwet4/qnAGLu6KGzfVYCw==Consent date: Tuesday, June 28, 2022, 12:30:06 PM GMT+1

Change your consent

Cookie declaration last updated on 17/06/2022 by Cookiebot:

Cookies Used

Necessary (43)

Necessary cookies help make a website usable by enabling basic functions like page navigation and access to secure areas of the website. The website cannot function properly without these cookies.

NameProviderPurposeExpiryType
.ASPXAUTHPharmacy2UeCommerce - checks if the user is signed in and able to access secure parts of the website such as user accounts.SessionHTTP Cookie
__cf_bmVimeoThis cookie is used to distinguish between humans and bots. This is beneficial for the website, in order to make valid reports on the use of their website.1 dayHTTP Cookie
__cfduid [x2]legitscript nextopiaLegitScript - determines if Pharmacy2U is LegitScript certified and displays the LegitSript certificate.1 dayHTTP Cookie
__sharethis_cookie_test__VimeoThis cookie determines whether the browser accepts cookies.SessionHTTP Cookie
ABTastyAbtasty This cookie is used by the website’s operator in context with multi-variate testing. This is a tool used to combine or change content on the website. This allows the website to find the best variation/edition of the site. 1 YearHTTP Cookie
ABTastyDataAbtastyThis cookie is used by the website’s operator in context with multi-variate testing. This is a tool used to combine or change content on the website. This allows the website to find the best variation/edition of the site.PersistentHTML Local Storage
ABTastySessionAbtastyThis cookie is used by the website’s operator in context with multi-variate testing. This is a tool used to combine or change content on the website. This allows the website to find the best variation/edition of the site.1 dayHTTP Cookie
ASP.NET_SessionId [x2]home-e31.niceincontact.com static.pharmacy2u.co.ukPreserves the visitor's session state across page requests.SessionHTTP Cookie
AWSALB [x2]api-e31.niceincontact.com home- e31.niceincontact.comRegisters which server-cluster is serving the visitor. This is used in context with load balancing, in order to optimise user experience.7 daysHTTP Cookie
AWSALBCORS [x2]api-e31.niceincontact.com home- e31.niceincontact.comRegisters which server-cluster is serving the visitor. This is used in context with load balancing, in order to optimise user experience.6 daysHTTP Cookie
chkcookiestatic.pharmacy2u.co.uk Pharmacy2U ecommerce session cookieSessionHTTP Cookie
condition-formwww.pharmacy2u.co.ukStores information during Online Doctor consultation to ensure data is passed between pagesSessionHTTP Cookie
CONSENT [x2]Google YoutubeUsed to detect if the visitor has accepted the marketing category in the cookie banner. This cookie is necessary for GDPR-compliance of the website.2 YearsHTTP Cookie
CookieConsentCookiebotStores the user's cookie consent state for the current domain1 YearHTTP Cookie
first_landstatic.pharmacy2u.co.ukDetermines if it's a users first time on site, used to determine user journey1 dayHTTP Cookie
icAuthBasichome-e31.niceincontact.comUsed for Live Chat feature to maintain the chat sessionSessionHTML Local Storage
icAuthUrihome-e31.niceincontact.comUsed for Live Chat feature to maintain the chat sessionSessionHTML Local Storage
icBusNohome-e31.niceincontact.comUsed for Live Chat feature to maintain the chat sessionSessionHTML Local Storage
icCoBrandhome-e31.niceincontact.comUsed for Live Chat feature to maintain the chat sessionSessionHTML Local Storage
icPointOfContacthome-e31.niceincontact.comUsed for Live Chat feature to maintain the chat sessionSessionHTML Local Storage
icRaygunApiKeyhome-e31.niceincontact.comUsed for Live Chat feature to maintain the chat sessionSessionHTML Local Storage
icResolveSourceAddrhome-e31.niceincontact.comUsed for Live Chat feature to maintain the chat sessionSessionHTML Local Storage
icTokenhome-e31.niceincontact.comUsed for Live Chat feature to maintain the chat sessionSessionHTML Local Storage
isChatProfileCalledhome-e31.niceincontact.comUsed for Live Chat feature to maintain the chat sessionSessionHTML Local Storage
isPopOutGoogleUsed for Live Chat feature to maintain the chat sessionSessionHTML Local Storage
JSESSIONIDNew RelicPreserves users states across page requests.SessionHTTP Cookie
OTCLoggedInPharmacy2ULets the system know if the current user is logged in to the prescription serviceSessionHTTP Cookie
p2u.shopperPharmacy2UeCommerce - unique ID created to remember contents of the shopping basket throughout the session and to correctly attribute users to their actions on the site for example during checkout.10 YearsHTTP Cookie
P2U_variationPharmacy2UUsed for A/B testing to determine which version of a page to display10 YearsHTTP Cookie
pharmacy2u.basket.guidPharmacy2UCreates a unique ID for what items a user has in their basket. If a user returns to the site within the cookies expiry date and logs in, those items will still be present30 daysHTTP Cookie
PODLoggedInPharmacy2ULets the system know if the current user is logged in to the Online Doctor serviceSessionHTTP Cookie
podLoginReferralUrlstatic.pharmacy2u.co.ukCookie used to determine which consultation a user has seen in order to send them to the correct screensSessionHTML local storage
raygun4js-useridhome-e31.niceincontact.comThis cookie is used to detect errors on the website - this information is sent to the website's support staff in order to optimize the visitor's experience on the website.PersistentHTML local storage
rc::aGoogleThis cookie is used to distinguish between humans and bots. This is beneficial for the website, in order to make valid reports on the use of their website.PersistentHTML local storage
rc::cGoogleThis cookie is used to distinguish between humans and bots.SessionHTML local storage
sessionParameterhome-e31.niceincontact.comUsed for Live Chat feature to maintain the chat sessionSessionHTML local storage
sitewide_bannerPharmacy2UCheck to see if a user has dismissed a sitewide banner used for daily service alerts.1 dayHTTP Cookie

Preferences (6)

Preference cookies enable a website to remember information that changes the way the website behaves or looks, like your preferred language or the region that you are in.

NameProviderPurposeExpiryType
ABTastyGeolocAbtastyIdentifies a specific user to ensure the correct contrent is served, IP address and geolocation are immediately anonymised in order to protect user privacy.SessionHTML local storage
i18nextLnghome-e31.niceincontact.comIdentifies a specific user to ensure the correct contrent is served, IP address and geolocation are immediately anonymised in order to protect user privacy.PersistentHTML local storage
p2u.user.firstnamePharmacy2UUsed for personalisation of the site1 YearHTTP Cookie
p2u.user.surgerysegmentPharmacy2UUsed for personalisation of the site1 YearHTTP Cookie
p2u.user.typePharmacy2UUsed for personalisation of the site1 YearHTTP Cookie
P2U_Variationwww.pharmacy2u.co.ukStores which on site experience a user has been served in order to keep it consistent for returning users.1 YearHTTP Cookie

Statistics (24)

Statistic cookies help website owners to understand how visitors interact with websites by collecting and reporting information anonymously.

NameProviderPurposeExpiryType
da_da_sessionIdDecibel InsightWorks with Decibel script, used to collect information about how people use the website. This allows us to make sure the website meets your needs, and helps us understand what we could improve.SessionHTML local storage
_dc_gtm_UA-#GoogleUsed by Google Tag Manager to control the loading of a Google Analytics script tag.1 dayHTTP Cookie
_gaGoogleRegisters a unique ID that is used to generate statistical data on how the visitor uses the website. 2 Years HTTP Cookie 2 YearsHTTP Cookie
_ga_#GoogleUsed by Google Analytics to collect data on the number of times a user has visited the website as well as dates for the first and most recent visit.2 YearsHTTP Cookie
_gidGoogleRegisters a unique ID that is used to generate statistical data on how the visitor uses the website.1 dayHTTP Cookie
_pk_id#All Response MediaCollects statistics on the user's visits to the website, such as the number of visits, average time spent on the website and what pages have been read.1 YearHTTP Cookie
_pk_ses#All Response MediaUsed by Piwik Analytics Platform to track page requests from the visitor during the session.1 dayHTTP Cookie
ABTastyUAAbtastyUsed to track visitors on multiple websites, in order to present relevant advertisement based on the visitor's preferences.SessionHTTP Cookie
bounceAppnexusDetermines if a user leaves the website straight away. This information is used for internal statistics and analytics by the website operator.SessionPixel Tracker
collectGoogleUsed to send data to Google Analytics about the visitor's device and behavior. Tracks the visitor across devices and marketing channels.SessionPixel Tracker
da_intStateDecible InsightPending1 dayHTTP Cookie
da_lid [x2]Decible InsightPending1 yearHTTP Cookie
da_sid [x2]Decible InsightPending1 dayHTTP Cookie
di_ajaxDecible InsightPendingPersistentHTML Local Storage
di_ga_trackedGooglePendingSessionHTML Local Storage
di_last_session_timeDecible InsightWorks with Decibel script, used to collect information about how people use the website. This allows us to make sure the website meets your needs, and helps us understand what we could improve.SessionHTML Local Storage
di_page_counterDecible InsightPendingSessionHTML Local Storage
di_res_listDecible InsightPendingSessionHTML Local Storage
di_tab_activeDecible InsightWorks with Decibel script, used to collect information about how people use the website. This allows us to make sure the website meets your needs, and helps us understand what we could improveSessionHTML Local Storage
di_tab_hashDecible InsightWorks with Decibel script, used to collect information about how people use the website. This allows us to make sure the website meets your needs, and helps us understand what we could improve.SessionHTML Local Storage
events/1/#New RelicUsed to monitor website performance for statistical purposes.SessionPixel Tracker
vuidVimeoCollects data on the user's visits to the website, such as which pages have been read.2 YearsHTTP Cookie

Marketing (35)

Marketing cookies are used to track visitors across websites. The intention is to display ads that are relevant and engaging for the individual user and thereby more valuable for publishers and third party advertisers.

NameProviderPurposeExpiryType
_fbpMeta Platforms, Inc.Used by Facebook to deliver a series of advertisement products such as real time bidding from third party advertisers.3 MonthsHTTP Cookie
_gcl_auGoogleUsed by Google AdSense for experimenting with advertisement efficiency across websites using their services.3 MonthsHTTP Cookie
_uetsidMicrosoft Collects data on visitor behaviour from multiple websites, in order to present more relevant advertisement - This also allows the website to limit the number of times that they are shown the same advertisement.1 dayHTML Local Storage
_uetsid_expMicrosoftContains the expiry-date for the cookie with corresponding name.PersistentHTML Local Storage
_uetvidMicrosoftUsed to track visitors on multiple websites, in order to present relevant advertisement based on the visitor's preferences.1 YearHTML Local Storage
_uetvid_expMicrosoftContains the expiry-date for the cookie with corresponding name.PersistentHTML Local Storage
ads/ga-audiencesGoogleUsed by Google AdWords to re-engage visitors that are likely to convert to customers based on the visitor's online behaviour across websites.SessionPixel Tracker
anjAppnexusRegisters a unique ID that identifies a returning user's device. The ID is used for targeted ads.3 MonthsHTTP Cookie
fbssls_#Meta Platforms, Inc.Third party marketing cookieSessionHTML Local Storage
feefoUserIdFeefoUsed in context with SEO and conversion optimization. Gathers any user reports or behavioral data into reports for the website operator. This service is provided by a third- party analysis-service.PersistentHTML Local Storage
IDEGoogleUsed by Google DoubleClick to register and report the website user's actions after viewing or clicking one of the advertiser's ads with the purpose of measuring the efficacy of an ad and to present targeted ads to the user.1 YearHTTP Cookie
knownTransactionIDPharmacy2URandom number used to track email marketing campaigns to see unique users that landed on the site from that campaign and went on to register for the service.7 DaysHTTP Cookie
MUIDMicrosoftUsed widely by Microsoft as a unique user ID. The cookie enables user tracking by synchronising the ID across many Microsoft domains.1 yearsHTTP Cookie
pagead/landing [x2]GoogleCollects data on visitor behaviour from multiple websites, in order to present more relevant advertisement - This also allows the website to limit the number of times that they are shown the same advertisement.SessionPixel Tracker
sailthru_contentak.sail-horizon.comCollects information on user preferences and/or interaction with web-campaign content - This is used on CRM-campaign-platform used by website owners for promoting events or products.1 yearHTTP Cookie
sailthru_pageviewsak.sail-horizon.comSets a unique ID for the visitor, that allows third party advertisers to target the visitor with relevant advertisement. This pairing service is provided by third party advertisement hubs, which facilitates real-time bidding for advertisers.1 dayHTTP Cookie
sailthru_visitorak.sail-horizon.comSets a unique ID for the visitor, that allows third party advertisers to target the visitor with relevant advertisement. This pairing service is provided by third party advertisement hubs, which facilitates real-time bidding for advertisers.1 yearHTTP Cookie
tag4armcheckfire148All Response MediaThird party marketing cookieSessionHTML Local Storage
tags4arm/tag4arm.phpAll Response MediaThird party marketing cookieSessionPixel Tracker
test_cookieGoogleUsed to check if the user's browser supports cookies.1 dayHTTP Cookie
trMeta Platforms, Inc.Used by Facebook to deliver a series of advertisement products such as real time bidding from third party advertisers.SessionPixel Tracker
uuid2AppnexusRegisters a unique ID that identifies a returning user's device. The ID is used for targeted ads.3 monthsHTTP Cookie
VISITOR_INFO1_LIVEYouTubeTries to estimate the users' bandwidth on pages with integrated YouTube videos.179 daysHTTP Cookie
YSCYouTubeRegisters a unique ID to keep statistics of what videos from YouTube the user has seen.sessionHTTP Cookie
yt.innertube::nextIdYouTubeRegisters a unique ID to keep statistics of what videos from YouTube the user has seen.PersistentHTML Local Storage
yt.innertube::nextIdYouTubeRegisters a unique ID to keep statistics of what videos from YouTube the user has seen.PersistentHTML Local Storage
yt.innertube::requestsYouTubeRegisters a unique ID to keep statistics of what videos from YouTube the user has seen.PersistentHTML Local Storage
ytidb::LAST_RESULT_ENTRY_KEYYouTubeStores the user's video player preferences using embedded YouTube videoPersistentHTML Local Storage
yt-remote-cast-availableYouTubeYoutube - Cookie determines if device can cast videoSessionHTML Local Storage
yt-remote-cast-installedYouTubeStores the user's video player preferences using embedded YouTube videoSessionHTML Local Storage
yt-remote-connected-devicesYouTubeStores the user's video player preferences using embedded YouTube videoPersistentHTML Local Storage
yt-remote-device-idYouTubeStores the user's video player preferences using embedded YouTube videoPersistentHTML Local Storage
yt-remote-fast-check-periodYouTubeStores the user's video player preferences using embedded YouTube videoSessionHTML Local Storage
yt-remote-session-appYouTubeStores the user's video player preferences using embedded YouTube videoSessionHTML Local Storage
yt-remote-session-nameYouTubeStores the user's video player preferences using embedded YouTube videoSessionHTML Local Storage

The Freedom of Information Policy

The Freedom of Information Policy ensures that Pharmacy2U acts in compliance to the Freedom of Information Act 2000 (FoIA). As we are a privately owned company, FoIA does not apply to the majority of the work that we undertake. However, FoIA does apply to the work that we do on behalf of NHS and so we will respond to FoIA requests in line with this policy.

Scope - Policy Aim

The aim of this Policy is to;

  •  Promote more openness;

  •  Promote a better informed public debate;

  •   Improve public confidence in operations of public healthcare services;

  •  Improve decision making to promote accountability;

  •   Improve regulation;

  •  Increase public participation to enhance democracy;

  • Promote the FoIA, in terms of accuracy and objectivity;

  •  Improve information management;

FoIA Summary

The FOIA provides public access to information held by us in relation to activities we do on behalf of the NHS. It does this in two ways:

  •   Pharmacy2U have to publish certain information about our activities on the NHS services we offer; and

  •  Members of the public are entitled to request information from Pharmacy2U’s NHS services.

The Freedom of Information Act covers any documented information held by a public authority. However, FoIA does not give people access to their own personal data. If you would like access to this, please follow the process outlined above in the Privacy Policy.

Pharmacy2U has continued to demonstrate its commitment to all aspects of the FOIA and will continue to promote its values and ensure that it is compliant with legislation.

Policy Statement

Pharmacy2U will take efforts to ensure that it maintains the principles of openness, transparency and accountability and will continue to improve access to information.

How to make a FoIA Request

A request for information under the FOIA must be:

  •   in writing;

  •   Stating the name of the applicant and an address to communicate through;

  •  Description the information requested;

Fees

Wherever possible, Pharmacy2U will provide information, for which FoIA applies, free of charge. However, in some cases this may not be possible and so we may charge you for information under Section 9 of the FoIA. Pharmacy2U will issue a Fees notice which must be paid within three months. If no payment is received, we will close the request for information. Please contact [email protected] for details of our charges or a copy of our charging guidance.

Our Response Time

Pharmacy2U aims to comply with requests for information as quickly as possible. The law tells us that we must respond to a request promptly and, in any event, no later than 20 working day after the date of receipt. Working day means any day other than Saturday, Sunday or bank holidays. This time limit for compliance may change if:

  •   Pharmacy2U seeks clarification under Section 1(3) of the FoIA.

  •   There is a need for an extension to consider the Public Interest Test under Section 10(3) of the FOIA, or

  •   A fees notice is issued under Section 9.

Appropriate Costs Limit

Under Section 12 of the FOIA, Pharmacy2U does not have to comply with requests where the cost of complying with exceeds the appropriate limit. Section 12 applies if the following factors would cost the council more than £450 or 18 hours of officer time:

  •   Determine whether the information is held.

  •   Locating the information.

  • Retrieving the information.

  •  Extracting the information.

Under Section 13 of the FOIA and the Freedom of Information and Data Protection (Appropriate Limit and Fees) Regulations 2004 Pharmacy2U can charge for the costs of expenses.

Vexatious or Repeated Requests

FoIA provides an exemption for Pharmacy2U to not comply with ‘vexatious’ requests where there is a strong likelihood that the request is being made to intentionally cause disproportionate or unjustified levels of disruption, irritation or distress.

Pharmacy2U will not complete a request if we have already received an identical or similar request from the same individual unless a reasonable amount of time has passed since the original request was responded to and the new request was made.

Advice and Assistance

Pharmacy2U will provide advice and assistance to all requests for information, as far as reasonably practicable.

Codes of Practice with FoIA

The FoIA is supported by two codes of practice:

  •   Access Code (Section 45) - Outlines good practice for Freedom of Information.

  •   Lord Chancellors Code (Section 46) – Outlines good practice for record management.

  •   Pharmacy2U will take steps to ensure that the codes of practice are applied wherever possible.

Freedom of Information Refusals

In some cases, Pharmacy2U may refuse requests for information under Section 17 of the FoIA. Pharmacy2U may issue a refusal notice if:

  • Information is not held; or

  •   An exemption applies to this information.

In some cases we may not hold the information requested - it may be that it is held by another party, most likely the NHS. If possible, Pharmacy2U will provide the requestor with information to redirect the request. However, Pharmacy2U are unable to not transfer the FoI request themselves to the other organisation.

Exemptions

There are some circumstances where Pharmacy2U is not obliged to release information. Pharmacy2U may decide to apply exemptions under the FoIA and not provide the requestor with some information. If Pharmacy2U rely upon an exemption it will be explained to you in our refusal notice.

A list of the exemptions to the FOIA can be found on the Information Commissioner’s Office website.

Some of the exemptions are 'absolute', and so the exemption applies to all information which falls under the exemption. Other exemptions are 'qualified' and so will require a public interest test to determine if the exemption applies. Pharmacy2U will ensure that the public interest test is carried out for each of the qualified exemptions. If an exemption is applied it will be authorised by a senior officer.

Internal Review

If you are unhappy with a decision that Pharmacy2U has made, you can request for us to complete an internal review. Pharmacy2U’s internal review will be undertaken by a senior officer. Pharmacy2U has 20 working days to complete the review.

Data Protection

A FoI request may include personal data of the requestor or third parties. Pharmacy2U may refuse the request if disclosing the information in relation to third parties would be an actionable breach of confidence or data protection law.

In cases where the request relates to personal data of the requestor, Pharmacy2U will refuse the request under the FoIA and shall ask for the request to be submitted as a Data Subject Access Request. This process is detailed in the above Privacy Policy, in the section titled ‘Your Rights’.

Re-use of Public Sector Information Regulations 2005

The regulations implement an EU directive that encourages the re-use of public information for purposes other than its original purpose.

The regulations do not oblige Pharmacy2U to make their information available for re-use unless there is a statutory obligation to do so.

The regulations apply to any recorded information (Freedom of Information), including whole or part of documents. Requests for re-use should be in writing and Pharmacy2U will aim to respond within 20 working days.

Information Commissioner’s Office

Pharmacy2U will consult with the Information Commissioner’s Office (ICO) when necessary. Pharmacy2U will refer to the ICO guidance and ensure that it is compliant with any measures of good practice that the ICO promotes. The ICO will investigate complaints in relation to Freedom of Information.

Freedom of Information Publications Scheme

Every public authority has a duty to have and maintain a Publication Scheme in order to allow for pro-active release of information. Pharmacy2U’s Publication scheme is available to view below.

Our Publication Scheme contains the following types of information:

Information to be publishedHow the information can be obtainedCost
Class 1 - Who we are and what we do (Organisational information, structures, locations and contacts)Available on our company website.Free
Company or pharmacy backgroundOur company registered address: Pharmacy2U Limited, Lumina, Park Approach, Thorpe Park, Leeds LS15 8GB VAT No. 734375427 Company Registered No.3802593 Free
Contact details for the practice Our Address is: Pharmacy2U Limited, Lumina, Park Approach, Thorpe Park, Leeds LS15 8GB VAT No. 734375427 Company Registered No. 3802593 Contact Us: Telephone: 0113 265 0222 Email: [email protected]Free
Details of those providing NHS-funded services and services funded by other public authorities in the firm or pharmacyYou can find details of the different services we offer here: Pharmacy2U | Free NHS Repeat Prescriptions delivery. Free
Opening hoursOnline Services Available 24hrs Contact Centre Opening Times: Mon - Fri: 9:00am - 5:00pm Saturday: 8:30am - 1:00pmFree
Meetings with pharmaceutical companies and other medical suppliers. Not Available
Class 2 – What we spend and how we spend it (Financial information relating to projected and actual income and expenditure, procurement, contracts and financial audit) Information in this class will be published only where it does not and is not likely to adversely affect the commercial position of the firm or practice. Not Available as information is likely to adversely affect the commercial position of the company.
Total cost to the NHS and other public sector organisation(s) to which we provide our contracted services. Not Available
Class 3 – What our priorities are and how we are doing (Strategies and plans, performance indicators, audits, inspections and reviews) Current and previous year as a minimumPlease contact customer care: Phone: 0113 265 0222 Email: [email protected] Refer to the Strategic Report section within our latest annual report, available from the Companies House website.
Plans for the development and provision of NHS and other public sector servicesFor more information please email: [email protected]Free
Inspection reports by regulators, or links to the reportsNot currently available from the regulator
Audit of NHS and other public sector income (outline only)Not Available
Class 4 – How we make decisions (Decision making processes and records of decisions) Current and previous year as a minimumNot Available
Records of decisions made in the business affecting the provision of NHS and other public sector services.Not Available
Class 5 – Our policies and procedures (Current written protocols, policies and procedures for delivering our services and responsibilities) Current information only Here we have listed the policies we would expect pharmacy businesses to have. Any additional policies should also be listed. Mark “not held” against any policies that are not actually held.Available on the Help & Support page Our Policies can be found here: • Privacy Policy • Cookies Policy • Complaints Policy For more information regarding policies, please contact the Data Protection Officer by email at [email protected] or by phone on 0113 265 0222. Free
Policies and procedures about customer serviceAvailable on the Help & Support pageFree
Internal instructions to staff and policies relating to the delivery of servicesNot Available
Policies and procedures about recruitment and employment of staffPharmacy2u implements equal opportunities throughout recruitment and employmentFree
Equality and diversity policyWe ensure that we treat all of our customers equallyFree
Health and safety policyWe ensure that we comply with health and safety law and requirements at all timesFree
Complaints procedures (including those covering requests for information and operating the publication scheme)We operate a formal complaints procedure when handling NHS-related customer complaints. You can find out complaints policy here.Free
Records management policies (records retention, destruction and archive)We manage records in accordance with the Data Protection Legislation (such as the UK General Data Protection Regulation and the Data Protection Act 2018), NHS Information Governance requirements and the Guidance on Retention and Secure Storage of Pharmacy Records (England) of the Specialist Pharmacy Service.Free
Confidentiality and data protection policiesFor more information please contact the Data Protection Officer by email at [email protected] or by phone on 0113 265 0222. Free
Policies and procedures for handling requests for informationFor information requests contact the Data Protection Officer by email at [email protected] or by phone on 0113 265 0222. Free
Class 6 – Lists and Registers Currently maintained lists and registers onlyNone heldFree
We recognise that it is unlikely that pharmacy businesses are going to have registers available for public inspection, and while this remains the case “none held” can be entered in this sectionNone heldFree
Any publicly available register or list (if any are held this should be publicised; in most circumstances existing access provisions will suffice)None heldFree
Class 7 – The services we offer (Information about the services we offer, including leaflets, guidance and newsletters produced for the public) Current information onlyWe offer a range of services which can be found here.Free
The services provided under contract to the NHS and to other public authoritiesAvailable on our website.Free
Charges for any of these servicesAvailable on our website.Subject to change
Information leafletsAvailable on our website.Free
Out of hours arrangementsAvailable on our website.Free