PrimeLife takes the privacy and security of your personal information seriously. This Privacy Policy explains how we collect, use, store, and share your personal data when you use our website or access any of our clinical services. Please read it carefully.
PrimeLife operates through Wellness Pharmacy. For the purposes of this policy, references to “PrimeLife”, “we”, “us”, or “our” refer to Wellness Pharmacy and the PrimeLife service.
1. Who We Are
PrimeLife is a clinician-led private health service operating through Wellness Pharmacy, a pharmacy registered with the General Pharmaceutical Council (GPhC). We are the data controller for the personal data we collect about you. If you have any questions about how we handle your data, please contact us using the details on our website.
2. Information We Collect
We collect the following categories of personal data:
- Identity and contact information: Your name, date of birth, email address, telephone number, and delivery address.
- Health and clinical data: Information about your medical history, current medications, symptoms, lifestyle factors, and clinical assessments. This is special category data under UK GDPR and is handled with additional care.
- Consultation data: Notes, records, and outcomes from your video consultations with our clinical team, including any records generated with the assistance of AI scribing tools where you have consented to their use.
- Payment information: Payment card details and transaction records, processed securely through our payment provider. We do not store full card details.
- Account and order data: Your patient account information, order history, prescription records, and correspondence with us.
- Technical data: IP address, browser type, device information, and website usage data collected through cookies and analytics tools. Please refer to our Cookies Policy for further detail.
3. How We Use Your Information
We use your personal data for the following purposes:
- To assess your suitability for our clinical services and to carry out clinical assessments and consultations.
- To prescribe and dispense medicines where clinically appropriate.
- To maintain accurate clinical records in line with our professional and regulatory obligations.
- To process payments and fulfil orders.
- To communicate with you about your treatment, orders, appointments, and account.
- To send you relevant clinical reminders, review prompts, and aftercare communications as part of your treatment programme.
- To send marketing communications where you have provided your consent. You can withdraw consent at any time.
- To improve our website and services.
- To comply with our legal, regulatory, and professional obligations.
4. Legal Basis for Processing
We process your personal data on the following legal grounds:
- Contract performance: To fulfil our obligations to you when you purchase a service or product.
- Legal obligation: To comply with our regulatory and legal obligations as a GPhC registered pharmacy.
- Provision of healthcare: For health and clinical data, we rely on Article 9(2)(h) of UK GDPR — processing necessary for the provision of healthcare and the management of healthcare systems.
- Legitimate interests: To improve our services, prevent fraud, and ensure the security of our systems.
- Consent: For marketing communications and for the use of AI scribing tools during consultations. You may withdraw consent at any time without affecting the lawfulness of prior processing.
5. AI-Assisted Clinical Scribing
PrimeLife uses an AI-assisted scribing tool during video consultations to support accurate clinical record keeping. This tool transcribes and summarises consultation notes to assist your clinician. Notes are reviewed and approved by your clinician before being stored as part of your patient record. The use of AI scribing requires your explicit consent, which is obtained before your consultation begins. You may decline at any time, in which case alternative note-taking arrangements will be made. AI-generated records are treated as clinical data and stored and retained in line with the terms set out in this policy.
6. Data Sharing and Disclosure
We may share your personal data with the following parties:
- Clinical team: Your data is accessible to the prescribers and clinical staff directly involved in your care.
- Pharmacy systems and dispensing partners: Data necessary to dispense and deliver your medication is shared with our pharmacy management system and, where applicable, Royal Mail for delivery purposes.
- Payment processors: Payment data is processed securely through our payment provider. We do not store full card details.
- AI scribing provider: Where you have consented to AI scribing, consultation audio may be processed by our scribing tool provider. This provider is contractually bound to handle your data securely and in accordance with UK GDPR.
- Analytics and marketing platforms: Anonymised or aggregated usage data may be shared with analytics providers to help us improve our website and services.
- Legal and regulatory authorities: Where required by law, regulation, or a lawful request from a regulatory body such as the GPhC or ICO.
We do not sell your personal data to third parties.
7. Data Retention
We retain clinical records for a minimum of eight years from the date of last treatment, in line with recognised clinical governance standards for private healthcare providers. This retention period may be longer where required by law or professional guidance. Non-clinical personal data such as account and payment records is retained for as long as necessary to fulfil the purposes for which it was collected, and for a reasonable period thereafter to comply with our legal obligations. Where data is no longer required, it is securely deleted or anonymised.
8. Your Rights
Under UK GDPR, you have the following rights regarding your personal data:
- Right of access: You may request a copy of the personal data we hold about you.
- Right to rectification: You may request that inaccurate data is corrected.
- Right to erasure: You may request deletion of your personal data, subject to our legal and regulatory retention obligations.
- Right to restriction: You may request that we limit how we process your data in certain circumstances.
- Right to object: You may object to processing based on legitimate interests or for direct marketing purposes.
- Right to withdraw consent: Where processing is based on consent, you may withdraw it at any time.
- Right to data portability: You may request your data in a structured, commonly used format in certain circumstances.
To exercise any of these rights, please contact us. We will respond within one month of receiving your request. If you are not satisfied with how we handle your data, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at ico.org.uk.
9. Security
We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, disclosure, alteration, or destruction. All data is transmitted over encrypted connections. Access to clinical records is restricted to authorised personnel only.
10. Cookies
We use cookies and similar tracking technologies on our website. Please refer to our Cookies Policy for full details of the cookies we use and how to manage your preferences.
11. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal data, please contact us using the details provided on our website.
Updates to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, data practices, or legal requirements. The latest version will always be posted on this page. Continued use of our website or services following any update constitutes acceptance of the revised policy.
This Privacy Policy was last updated in May 2026.