Review this Lo's Pharmacy Group policy document below. If you need further clarification, please return to the main site and contact the team.
Effective Date: 26/06/2026
Last Updated: 26/06/2026
Review Date: Annually, or sooner if there are changes to our services, systems, suppliers, or legal requirements.
At Lo’s Pharmacy, we are committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, store, share and protect your personal data when we provide pharmacy, healthcare, NHS, private, online and related services.
We process personal data in accordance with the UK General Data Protection Regulation, the Data Protection Act 2018, the Privacy and Electronic Communications Regulations, NHS information governance requirements, and other relevant healthcare, professional and privacy legislation.
This policy applies to personal data processed by Lo’s Pharmacy in connection with:
Phone: 01709 877678
Email: reception@lospharmacy.co.uk
Website: https://lospharmacy.co.uk
Lo’s Pharmacy is a registered pharmacy in the United Kingdom and is regulated by the General Pharmaceutical Council.
For the purposes of data protection law, Lo’s Pharmacy is the data controller for personal data we process about patients, customers, website users and service users, unless we are acting on behalf of another organisation.
If you have any questions or concerns about how your personal data is handled, you can contact our Data Protection Officer:
Data Protection Officer: Paul Mason
Email: paul.mason@lospharmacy.co.uk
Phone: 01709 877678
We may collect and process the following types of personal data, depending on the service you use.
This is special category data under UK GDPR and may include:
We do not normally store full payment card details ourselves. Where card payments are made, these are usually processed through secure third-party payment providers.
We use Matomo Analytics to help us understand how visitors use our website and to improve website performance, usability and content. Further details are set out in our Cookie Policy.
We may collect your personal data directly from you when you:
We may also receive personal data from third parties, including:
We only process personal data where we have a lawful basis to do so under UK GDPR.
| Purpose | Lawful Basis |
|---|---|
| Providing NHS pharmacy and healthcare services | Article 6(1)(e) – public task; Article 9(2)(h) – provision of health or social care |
| Providing private pharmacy and healthcare services | Article 6(1)(b) – contract; Article 6(1)(c) – legal obligation; Article 9(2)(h) – provision of health or social care |
| Legal, regulatory and professional obligations | Article 6(1)(c) – legal obligation; Article 9(2)(h) – provision of health or social care |
| Communications about prescriptions, appointments or care | Article 6(1)(e), Article 6(1)(b), Article 6(1)(f), and Article 9(2)(h), depending on the circumstances |
| Marketing communications | Article 6(1)(a) – consent |
| Website analytics and cookies | Article 6(1)(a) – consent, where analytics cookies or tracking technologies are used |
| Emergency care | Article 6(1)(d) – vital interests; Article 9(2)(c) – vital interests, where special category data is involved |
Some rights may be limited where we are required to retain records for legal, clinical, regulatory or professional reasons.
We use your personal data to:
We use Matomo Analytics to help us understand how visitors use our website. This helps us improve the website, identify technical issues, measure the effectiveness of content and understand general visitor behaviour.
Depending on our website configuration, Matomo may collect information such as:
We will configure Matomo in a privacy-conscious way where possible, including IP address anonymisation and limiting access to analytics reports.
Where Matomo uses analytics cookies or similar tracking technologies, we will ask for your consent before setting those cookies, unless the use is exempt under applicable law. You can manage or withdraw your cookie consent through our cookie settings or your browser settings.
Matomo analytics data is used for statistical and service improvement purposes. It is not used to make clinical decisions about you.
We may share your personal data where necessary and lawful with:
We only share the minimum information necessary for the relevant purpose.
Where we use third-party service providers, they are required to process personal data securely and only in accordance with our instructions, unless they are acting as an independent controller.
As a pharmacy providing NHS services, we may share relevant information with NHS organisations and healthcare professionals where this is necessary for your care, treatment, reimbursement, audit, safeguarding, public health or legal obligations.
This may include sharing information with:
We retain personal data only for as long as necessary for the purpose it was collected and to meet legal, regulatory, NHS, professional, insurance and audit requirements.
| Record Type | Retention Approach |
|---|---|
| Pharmacy and prescription records | Usually retained in line with NHS, legal and professional recordkeeping requirements |
| Private service records | Retained for the period required for clinical, legal and professional purposes |
| Vaccination and clinical service records | Retained in accordance with NHS, public health and professional guidance |
| Complaints records | Retained for complaint handling, audit, legal and governance purposes |
| CCTV footage, where used | Normally retained for around 30 days, unless needed for an investigation or legal matter |
| Website analytics data | Retained only for as long as necessary for reporting and service improvement, according to our Matomo configuration |
| Financial records | Retained in accordance with tax, accounting and legal requirements |
We will securely delete, anonymise or archive personal data when it is no longer required.
We take data security seriously and use appropriate technical and organisational measures to protect personal data. These may include:
We do not routinely transfer personal data outside the UK.
If it becomes necessary to transfer personal data outside the UK, for example through the use of cloud-based systems or service providers, we will ensure appropriate safeguards are in place in accordance with UK GDPR. These safeguards may include adequacy regulations, approved contractual clauses or other lawful transfer mechanisms.
Under UK GDPR, you have the following rights:
We do not use automated decision-making or profiling to make decisions about your healthcare.
To exercise your rights, please contact our Data Protection Officer using the details in Section 3.
If you are unhappy with how we handle your personal data, please contact our Data Protection Officer first so that we can investigate and respond.
You also have the right to complain to the Information Commissioner’s Office:
Information Commissioner’s OfficeOur website may use cookies and similar technologies to support website functionality, improve performance, remember preferences and analyse website usage.
We use Matomo Analytics to understand how our website is used. Where required by law, we will ask for your consent before placing analytics cookies on your device.
Please see our separate Cookie Policy for more information about the cookies we use and how you can manage your preferences.
We may update this Privacy Policy from time to time to reflect changes in law, regulatory guidance, technology, our services or how we process personal data.
The latest version will be available on our website and may also be made available in-store on request.