How and why we use your personal information
We collect and process your personal and sensitive information solely for the purpose of providing you with access to our services. When we do so, we comply with the Data Protection Laws in the territory where your healthcare is delivered from, i.e., The United Kingdom (UK) or Republic of Ireland, and the applicable UK or EU General Data Protection Regulations (GDPR).
Under Data Protection laws, we can only use your personal information if we have a proper reason for doing so. For example:
– to comply with our legal and regulatory obligations.
– for the performance of a contract with you or a third party or to take steps, at your request, before entering a contract.
– to collect feedback from you on our services.
– for our legitimate interests or those of a third party.
– where you have given consent.
The lawful basis we rely on for processing your personal and sensitive (health) data is provided for under Articles 6(1)(b), 6(1)(f) and 9(2)(h) of the applicable UK or EU GDPR.
Personal information we collect about you
We routinely collect and use the following personal information about you and the patient, if different, including:
– your name and contact information, including your home address, telephone number and email address.
– your location at the time of your consultation if different to your home address (for use only in the case of a medical emergency)
– your date of birth; and
– if necessary, the name of the partner organisation who provides you with access to our services (e.g. your employer, insurer, or membership group) and any access code, policy, or membership number you may have.
– health data, which can include audio/video recordings, documents and images.
This personal information is required to provide our services to you. If you do not provide all the personal information we ask for, it may delay or prevent us from providing our services to you.
Images or other health documents you provide to us will be stored as part of the HealthHero Electronic Health Record (EHR) we create when you use our services.
All calls, consultations and electronic communications are recorded to protect the interests of all parties.
How your personal information is collected
We collect personal information directly from you. This may be via:
– Online Services (Webforms/Progressive Web Apps)
– Mobile Applications (App)
– Third Party Applications via APIs (Application Programming Interfaces)
We may also collect information directly from third parties e.g., insurance companies and other organisations which you are a member of.
Who will we share your personal information with?
Where we have a lawful basis to do so, we may share personal information with:
– other companies within the HealthHero Group we use to deliver our services to you.
– third parties we use to help deliver our services to you.
– other third parties we work with to provide services to you, e.g. insurance companies.
– other third parties we use to help us run our business e.g. website hosts.
– third parties approved by you.
If you consent for us to do so, we may share your sensitive personal information with third parties to provide you with additional services if they are available to you.
These services include, but are not limited to:
– Private Prescriptions
– Medical Certificates or Fit Notes
If the consulting doctor feels it is appropriate, and with your consent, we will also share a copy of the consultation notes with your normal healthcare provider, e.g., your regular GP Practice.
A partner organisation who provides you with access to our services may require us to share personally identifiable information to validate your eligibility or confirm that you have used the service.
We may also be asked by a partner organisation who provides you with access to our services to disclose relevant consultation records if you are in the process of making a claim, or to facilitate continuity of care. Where we do not already have a lawful basis to share this information, we will seek your consent to do so.
We may also need to share aggregated information with other parties, such as potential buyers of some or all our business, or during a re-structuring. The recipient of any information will be bound by confidentiality obligations.
We may share aggregated information publicly and with our partners. For example, we may share information publicly to show trends about the general use of our clinical services.
Information that we may be obliged to share for other contractual or legal reasons
You may have been referred directly to our services by a partner organisation as part of their contractual obligations to you, for the purposes of preventive or occupational medicine, the assessment of your working capacity, medical diagnosis or the provision of healthcare or treatment. Where this is the case, we may be obliged to share special categories of personal data with them in order that they can fulfil their contractual obligations to you.
We will share personal information with other third parties if we have a belief in good faith that access, use, preservation, or disclosure of the information is reasonably necessary to:
– meet any applicable law, regulation, legal process, or enforceable governmental request.
– enforce applicable Terms of Service, including investigation of potential violations.
– detect, prevent, or otherwise address fraud, security, or technical issues; and/or
– protect against harm to the rights, property, or safety of companies within the HealthHero Group, our partners, users, or the public, as required or permitted by law.
Where we process data
We process data at our trading offices at Inspired, Easthampstead Road, Bracknell, Berkshire, RG12 1YQ, UK and (under contract) at the sites of data processors and third parties appointed by us within the UK and the European Economic Area (EEA). The only exception to this is below.
Under certain limited circumstances, pseudonymised personal data may be processed or stored outside of the UK and the EEA. Pseudonymised means the processing of personal data in such a manner that the data cannot be attributed to a specific person without the use of additional information. For example, the third-party platform we use to seek pre-consultation information or patient feedback may use servers outside of the UK and EEA. However, they are unable to attribute any information provided by you to you, as only we hold the necessary additional information required to do so.
We also use this third-party platform to provide the online help tool for our Apps and online services. To facilitate personalised support when seeking help, you will need to provide your name and contact e-mail address so we can respond to you directly. If you have already registered and are logged into your account with us, when you make an enquiry through the help tool, your name and contact e-mail address will automatically be passed to us with your query.
The use of any data processors outside of the UK or EEA will always be safeguarded in accordance with Articles 46, 47 or 49 of the applicable EU or UK GDPR. For further information on these safeguards, contact us at email@example.com.
We take appropriate technical and organisational measures to maintain your personal information in a secure environment to prevent your personal information being accidentally lost or unauthorised access and use. Our partners are bound by contract to do the same. We limit access to your personal information to those who have a genuine business need to access it.
We use Transport Layer Security (TLS) to encrypt and protect data traffic generated as part of our normal operations. If your email service does not support TLS, you should be aware that any emails we send or receive may not be protected in transit.
We will also monitor any emails sent to us, including file attachments, for viruses or malicious software and you have a responsibility to ensure that any email you send is within the bounds of the law.
We will notify you and the appropriate supervisory authority of any suspected data security breach where we are legally required to do so.
Where we have been provided with your personal information to establish your eligibility to use the services, we will only retain this information for as long as you are declared as eligible by any partner organisation who provides you with access to our services.
HealthHero EHRs are retained for a minimum of 10 years after death. Current guidance is that EHRs must not be destroyed or deleted. This includes any video or audio recordings.
Information that is not directly related to your EHR will be retained only for as long as is necessary and in accordance with retention periods set out in our Record of Processing Activities, a copy of which can be provided on request.
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Third party links in online services
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Under the Data Protection Laws, you have several rights which may apply to the services we provide including the right:
– to ask us for copies of your personal information (the right of access).
– to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete (the right to rectification).
– under certain circumstances, to require us to delete your personal information (the right to be forgotten). Please note that the right to erasure does not extend to EHRs.
– under certain circumstances, to require us to restrict processing of your personal information e.g. if you contest the accuracy of the data (the right to restrict processing).
– under certain circumstances, to receive the personal information you provided to us, in a structured, commonly used and machine-readable format and/or transmit that data to a third party (the right to data portability).
– under certain circumstances, to object to our continued processing of your personal information e.g. processing carried out for the purpose of our legitimate interests (the right to object).
You can withdraw your consent to future processing at any time, but this right cannot be applied to data already processed.
For further information on each of those rights, including the circumstances in which they apply, please contact us.
Should you wish to exercise any of your rights and if you have had a recent consultation, you can make a Subject Access Request directly by contacting us on the telephone number you have been given to access the service for support.
Alternatively, you may request access to information held about you by emailing firstname.lastname@example.org or writing to:
For patients based in the UK:
The Data Protection Officer
HealthHero Solutions Ltd
For patients based in Ireland:
The Data Protection Officer
HealthHero Healthcare Ireland Ltd
2nd Floor, Palmerston House,
If we are unable to confirm or have reasonable doubts concerning the identity of the person making a request to exercise the rights above, we will require additional proof of identity (e.g. a copy of your driving licence or passport and a recent utility or credit card bill) and/or evidence of the requester’s authority to exercise these rights.
We will ask for information on the right you wish to exercise and the information to which your request relates.
If you make a request, we will respond to you without undue delay and in any event within one month of your request.
Privacy Related Complaints
HealthHero Solutions Ltd is regulated by the Information Commissioner’s Office (ICO) in the United Kingdom (UK).
The Data Protection Officer for HealthHero Healthcare Ireland Ltd is registered with the Data Protection Commission in Ireland.
We hope that we can resolve any query or concern you may raise about our use of your information. However, if you are not happy with how we have processed your personal information, handled your privacy rights, or responded to a privacy related complaint, you can raise a concern with the appropriate supervisory authority:
For service users based in the UK:
The Information Commissioner’s Office
Tel: +44 (0)303 123 1113
For service users based in Ireland:
The Data Protection Commission
Links checked and policy last updated on 23-Aug-23.