Your pharmacy’s own privacy notice explains how it uses your consultation information. Ask your pharmacy for its privacy notice and privacy contact details before providing information if these have not been made available to you.
Who is responsible for your information?
Your pharmacy provides your consultation and is responsible for its clinical decisions and the clinical record it keeps. Scan2Care is operated by InnovateRx Limited (company number 14671626), which processes consultation information to provide the service to your pharmacy. The pharmacy’s privacy notice and the applicable service and data-processing arrangements explain the parties’ responsibilities.
InnovateRx separately uses website enquiry and pharmacy account information to administer its business and service. Read our website and pharmacy account privacy notice for that information.
What information is collected, and why?
- Identity and contact details: your name, date of birth, postcode, mobile number and GP practice details, to identify you, assess eligibility and contact you about your request.
- Health information: your questionnaire answers, symptoms and any photographs you upload, so the pharmacy can assess your request.
- Consultation information: the pharmacist’s assessment, treatment, advice and relevant medication or prescription-charge information, to support the consultation. Saved assessment drafts and changes to the assessment may also be held.
- Representative information: whether you are completing the questionnaire for yourself or as a guardian or representative, to help the pharmacy understand the request.
- Service information: invitation and message details, consultation references, access and security logs, and technical call information, to deliver, protect and troubleshoot the service.
If your pharmacy sends you an invitation, it may already have provided your name and mobile number to Scan2Care before you open the questionnaire. The pharmacist reviews your answers and decides what action is appropriate; completing a questionnaire does not guarantee treatment.
Who can receive your information?
Your answers are made available to authorised pharmacy staff involved in your consultation. InnovateRx and the suppliers used to host, support and deliver Scan2Care process relevant information to provide the service.
Where your pharmacy uses WhatsApp invitations or follow-up messages, contact and message information is sent through Meta’s WhatsApp service. This can include your name, mobile number, consultation or questionnaire links, consultation reference and information about resources relevant to your care. Ask your pharmacy about another way to communicate if you do not want to use WhatsApp.
Your pharmacy may add relevant information to its clinical record and send required service or claim information to NHS systems, including MYS where applicable. This does not mean that Scan2Care automatically submits your consultation to MYS.
Ask your pharmacy for its full notice for details of recipients, any international transfers and the safeguards that apply to your consultation information.
Video consultations
Scan2Care’s video consultation feature does not record the audio or video of your call. It does retain technical call information, such as connection status, errors and call identifiers, for troubleshooting. This technical information is separate from a recording and is scheduled for deletion after 30 days; cleanup may take longer if the service is interrupted.
How long is information kept?
Your pharmacy’s official clinical record is subject to its own retention requirements. Ask the pharmacy how long it keeps that record.
Scan2Care does not currently automatically delete an incomplete consultation after seven days, or delete a completed consultation when a pharmacy submits a claim to MYS. Do not assume that closing a questionnaire, completing a consultation or ending a pharmacy subscription deletes information already held by the service.
Consultation information, invitations, messages, security logs and backups can have different retention requirements. Contact your pharmacy to ask about the retention and deletion arrangements for your consultation, including any copies held by Scan2Care. Deletion from the active service does not necessarily remove information from backups immediately.
Privacy questions and requests
For questions about your consultation, or requests to access, correct or delete your consultation information, contact the pharmacy that provided your care. Use the privacy contact in its notice or ask the pharmacy to put you in touch with the right person. Whether a request can be met depends on the information and the applicable requirements.
If you cannot identify the pharmacy or need help finding the right contact, contact InnovateRx at Anup@InnovateRx.co.uk or +44 7957 403308. Please do not send health details, consultation records or passwords in an initial general enquiry.
The pharmacy’s full privacy notice should explain the legal grounds for using your information, your rights and how to complain. You can also raise a concern with the Information Commissioner’s Office.