Privacy and Cookies

Information you give us: Your name, date of birth, gender, contact details, medical history, symptoms, allergies, medications, payment details, insurance information, ID documents (for visa medicals), and any messages you send us.

Information we create: Consultation notes, diagnoses, treatment plans, prescriptions, blood test results, pharmacy dispensing records, and medication history.

Information collected automatically: Website usage data (IP address, browser type, pages visited) via cookies, plus booking data (consultation times, service types, and how you found us: the page you arrived on, the campaign in the link and the site that sent you).

Healthcare provision: We process your health data under Article 9(2)(h) UK GDPR - necessary for healthcare by professionals bound by confidentiality. We are GPs on the GMC GP Register; every pharmacist is GPhC-registered.

• Contract: We need your data to deliver the service you have booked (Article 6(1)(b)).

• Legal obligation: We must keep medical records and comply with CQC, GPhC, GMC, and HMRC requirements (Article 6(1)(c)).

• Legitimate interests: Service improvement, clinic security, fraud prevention, internal admin (Article 6(1)(f)).

• Consent: Marketing communications and non-essential cookies (Article 6(1)(a)). Withdraw any time.

• Delivering clinical care - consultations, diagnosis, treatment, prescribing

• Dispensing medications and managing pharmacy records

• Processing blood test results

• Managing your bookings and taking payment

• Contacting you about your care and results

• Sharing clinical information with your NHS GP (with your consent)

• Meeting regulatory obligations (CQC, GPhC, GMC, HMRC)

• Handling complaints and enquiries

• Improving services through anonymised audit

• Marketing communications (only with your explicit consent)

Every consultation with a LoveMyLife doctor, in the clinic, by video or by phone, is recorded and transcribed as it happens. This means your doctor can give you their full attention rather than typing, and your notes say what you actually told us.

A secure AI tool drafts your consultation note from the transcript and from what you have already told us, for example in a questionnaire. Your doctor reads, corrects and approves every draft before it becomes part of your medical record. The AI does not make decisions about your care.

We keep the audio recording, encrypted and stored in the EU, until we have finished your notes, and never for more than 7 days; then it is deleted. We keep the transcript for 30 days so your doctor can check the note, then delete it. Your approved note stays in your medical record.

The services we use do this only on our instructions, under contract, and may not use your information to train their own products: Deepgram (speech to text, processed in the EU), Anthropic (AI drafting, processed in the US under UK-approved safeguards) and Daily (video).

If you would rather not be recorded, just tell your doctor, before or at any point during your consultation. They will switch it off straight away, delete anything already captured, and your care will not be affected in any way.

Lawful basis: UK GDPR Article 6(1)(b), to provide the care you have asked for, and Article 9(2)(h), the provision of health care by a health professional.

If you choose to add a photo of yourself when you book, we keep it on your record so the GP who sees you can recognise you and check it is you. It is optional and never a condition of booking. Only we see it, and it is not shared with anyone outside LoveMyLife. We delete it whenever you ask (email [email protected] or tell us at the desk). The rest of your medical record is kept for as long as the law requires. We keep it on the basis of your consent, which you can withdraw at any time.

When you order a medicine from our online pharmacy, we ask you to confirm your identity once, so that your medicine goes to you and nobody else.

The check is carried out for us by Veriff OÜ, an identity verification company based in Estonia, which acts only on our instructions. You photograph your passport or driving licence and take a short selfie video. Veriff tells us whether the check passed, and the name, date of birth and type of document it read, and we keep that with your order.

The photographs and video stay with Veriff, which keeps them only for the period set in our contract with them and deletes them when it ends. Veriff is based in the European Union, which UK law recognises as protecting personal data to UK standards.

If you would rather not use the online check, call us on 020 7971 1333 and we will arrange another way.

Only where necessary, and only with:

• Your NHS GP or treating professionals - with your consent

• Pathology laboratories - UKAS-accredited, to process tests

• Galleri test partners - if you choose the Galleri test, Preologi Ltd (the UK provider) and GRAIL, Inc. (the test maker, whose laboratory is in the United States), with your consent

• Payment processors - PCI-DSS compliant

• Identity checks - Veriff OÜ, which confirms your ID when you order a medicine online (see Checking your identity above)

• IT providers - bound by data processing agreements

• AI support for us - Anthropic, which helps us review your questionnaire answers. It receives your answers, age and sex, never your name or contact details, does not use them to train its models and deletes them within 30 days. A GP makes every decision.

• Regulatory bodies - CQC, GPhC, GMC, ICO, where required

• Public health authorities - where required by law

• Law enforcement - by court order or serious safety risk

• Your insurer - where you have asked us to support a claim

We never sell your data. We never share it for third-party marketing.

• Medical records: 10 years after the last entry

• Under-18 records: until the client's 25th birthday or 10 years, whichever is longer

• Pharmacy dispensing records: minimum 5 years (GPhC)

• Financial records: 7 years (HMRC)

• Complaint records: 10 years from resolution

• CCTV footage: maximum 30 days

• Website analytics: 26 months, anonymised

Expired records are securely destroyed to NHS confidential waste standards.

• Encryption in transit (TLS/SSL) and at rest

• Role-based access - only authorised staff see your records

• Clinical systems meeting NHS Data Security Toolkit standards

• Regular security assessments and penetration testing

• Staff data protection training

• Secure encrypted backups

• Physical security at our clinic

If a breach poses a high risk to you, we notify you and the ICO without undue delay.

Under UK GDPR you can:

• Access your data - request a copy (we respond within one month)

• Correct inaccuracies in your records

• Request deletion (subject to mandatory medical record retention)

• Restrict how we process your data

• Receive your data in a portable format

• Object to processing based on legitimate interests or marketing

• Withdraw consent at any time

We do not make automated decisions about your care. Email [email protected] to exercise any right.

Contact us first at [email protected] - we want to put things right.

If you remain unsatisfied, complain to the Information Commissioner's Office (ICO):

• ico.org.uk

• Phone: 0303 123 1113

• Post: ICO, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Your data is stored and processed in the UK and EEA. We do not routinely transfer data outside these areas. The exception is the Galleri test: your blood sample and the details needed to process it go to GRAIL's laboratory in the United States, and we only send them with your explicit consent, recorded on the Galleri consent form. Our AI support provider, Anthropic, may process questionnaire answers in the United States under its data processing agreement, which includes Standard Contractual Clauses. If any other transfer ever becomes necessary, we ensure appropriate safeguards (UK International Data Transfer Agreement or adequacy decisions).

Essential: Required for the site to work - session management, security, load balancing. Always on. Lawful basis: legitimate interest.

Analytics: Help us understand how visitors use the site (Google Analytics). Anonymised. Lawful basis: your consent. Choose Analytics only or Reject all on our cookie banner, or change your mind through Cookie settings.

• Functional: Remember your preferences. Lawful basis: your consent.

• Marketing: Only if you choose Accept all on our cookie banner. They let Google Ads know which of our ads brought you to the site and, if you then pay for a booking or an order, the amount paid, so we can tell which ads work. We never use them to show you ads about your health or to build advertising audiences from your visits, and they are never set on booking, checkout, your account or health questions. Change your mind any time through Cookie settings at the foot of every page. Lawful basis: your consent.

• Learn more about cookies at allaboutcookies.org