We believe your data belongs to you and what happens to it should be up to you.  At Carnforth Pharmacy we will always gain your consent to use your data (e.g. to order and process your prescriptions). We will never sell or share your data with anyone else without your consent. Please be aware that certain cookies may be used on this website to allow it to operate effectively.

Version 3.0

Updated 17.05.2023

Our Privacy Notice describes the categories of personal data we process and for what purposes.

Introduction and summary

At Carnforth Pharmacy we know that your personal information is important to you. That’s why whenever we process it, we only use what we need to, and we do everything we can to ensure it is appropriately protected.

This notice explains the situations where we may process your personal data and the steps we take to protect it. In summary:

• Most of the personal information we collect is provided directly by you and is necessary to deliver the service you have requested. We only ask for the information that we absolutely need.
• We do collect some personal information automatically – such as IP addresses, pages viewed on our website and links you’ve clicked on. This is predominantly through the placement of cookies which are explained in detail later.
• If you have given us appropriate permission to do so, we may send you information about products and services we offer. We will never sell your details to third parties for their own marketing purposes.
• To help you get the most out of our marketing, we may sometimes tailor it to you using your personal information. We will do this by building a profile about you, for example, to understand what services you currently use, or may have a future need for. You can object to this (explained later) and receive non-personalised marketing instead.
• We may use selected third parties to provide some of our services (e.g. courier companies to deliver orders) and will share the minimum personal data necessary with them to do so.
• Like most organisations, we use third parties to support the running of our business (e.g. using an application) and in certain circumstances these third parties may have access to your data. This may be from outside of the European Union. Where this is the case, we have appropriate protective measures in place to ensure your information is appropriately protected.
• With the exception of tailored marketing (as mentioned above) we do not make any automated decisions – i.e. a decision which does not involve a human providing an opinion – about you in delivering our services.

Updating this notice

Carnforth Pharmacy keeps its privacy policy under regular review and we may make changes to this notice at any time and will either contact you with the modified terms or by posting a copy of them on our website. Any changes will take effect 7 days after the date of our email or the date on which we post the modified terms on the website, whichever is the earlier. Your continued use of our services after that period expires means that you agree to be bound by the modified policy.

This privacy policy was last updated on 01/09/2020.

Who are we?

Carnforth Pharmacy is the trading name for the company Live Fell Ltd. When we say ‘we’ or ‘us’ we mean this company.

How can you contact us?

By email at info@carnforthpharmacy.co.uk

By post to:

Carnforth Pharmacy
9 Market Street
Carnforth
LA5 9JX

If you specifically want to contact our Data Protection Officer, you can do so by emailing admin@carnforthpharmacy.co.uk Alternatively, you can write to them at:

Data Protection Officer
Carnforth Pharmacy
9 Market Street
Carnforth
La5 9JX

What if you need to complain about how we have used your personal information?

You can make a complaint about how we have used your personal information to us by contacting our Data Protection Officer (using the details above).

You are also entitled to complain to the Data Protection Supervisory Authority – which in the UK is the Information Commissioner’s Office (ICO). You can find their contact details at https://ico.org.uk

What are your privacy rights and how can you exercise them?

Under law, you have the following rights:

• Right of Access: you have the right to know how we process your personal information (as explained in this notice) and also a right to receive a copy of your personal information.
• Right of Rectification: you can ask us to change or complete any inaccurate or incomplete personal information held about you.
• Right to Object: you have the right to object, in certain circumstances, to us processing your personal information. For example, you can object to us sending you marketing material or using your personal information to create a profile about you.
• Right to Erasure: in certain circumstances, you can ask us to delete your personal information. For example, where it is no longer necessary for us to use it, you have withdrawn consent, or where we have no lawful basis for keeping it.
• Right of Portability: you have the right to ask us to send a copy of certain elements of your personal information (predominantly information you have shared directly with us) to another company.
• Right to Restrict: you can ask us to restrict the personal information we use about you where you have asked for it to be erased (and the erasure has not taken place or we were unable to erase the data when we should have) or where you have objected to our use of it.

To exercise any of these rights, email us at info@carnforthpharmacy.co.uk or by letter to:

Carnforth Pharmacy
9 Market Street
Carnforth
LA5 9JX

Exercising your rights is free and we will respond to any request as quickly as we can. Under current law, we have up to a calendar month to respond to any request. We will endeavour to meet this but if we can’t, we’ll contact you to explain why and confirm when your request will be processed.

What personal information do we collect and how is it used?

What we collect and how we use it depends on how you interact with us and the specific services you’ve requested. This is outlined below.

• To fulfil your prescription – we capture your name, address, date of birth, NHS number and the medication required (this includes the name of the medication and the dosage instructions) as detailed on the prescription. Capturing this information is necessary to provide the service to you.
• To deliver our wider consultation services – In addition to the information referenced above we may need to understand wider information about your health & wellbeing, including any family history of medical conditions. If someone books such an appointment on your behalf, for example your GP or practice staff, then we will collect this information from them and verify it with you during the appointment.
• We process your payment card details to provide the services you have requested although we do not store these details.
• If you interact with us online (for example, when you use our website, digital services or post comments on our Facebook page) we will indirectly collect information about you. We collect certain usage information when you utilise our website such as Internet Protocol (“IP”) addresses, log files, unique device identifiers, pages viewed, browser type, any links you click on to leave or interact with our website and the products and services we offer, and other usage information collected from cookies and other tracking technologies. For example, we collect IP addresses to track and aggregate non-personal information, such as using IP addresses to monitor the regions from which users navigate our website. We collect this information for our own legitimate business interests to enable us to understand how digital services are used and how we can improve them.

For more information on our Cookie Policy please see below.

• If you have an account with us online, we may collect your IP addresses as part of the log in process. This is a security feature to protect your account.
• If you have provided your consent to do so, and it is deemed clinically appropriate, we will collect your data from NHS bodies such as your GP/surgery or hospital and view your Electronic Health Records (E.g. NHS Summary Care Record) in order to provide the service you have requested.
• If you are a customer of a pharmacy business that has been taken over by us, we will receive your personal information as part of the handover process. Where this happens, we will place a notice in the pharmacy to tell you that your personal information is changing hands.
• If we sell part of our business (e.g. our pharmacy) then we may need to share your personal data with the new owner. We will place a notice in the impacted pharmacy or notify you directly to tell you that your personal information is being shared.
• If you call us, we may record or monitor the call. We do this for regulatory purposes, for training, to ensure and improve quality of service delivery, to ensure safety of our staff and customers, and to resolve queries or issues. Doing so is a legal obligation. Where we analyse calls to improve our service, we do so as a legitimate business interest.
• If you enter one of our premises, we may capture you on CCTV. We use CCTV to ensure the safety and security of our staff and customers. The images captured may be used to prevent and detect crime, and therefore may be shared with law enforcement. We carry out this processing activity either for our own legitimate interest or for the wider public interest (e.g. where it is shared with law enforcement).
• As part of delivering our service to you, we may use your personal information to contact you. For example, to send your reminders (e.g. about repeat prescriptions or service appointment) or to notify you of a change (e.g. that your prescription is ready to collect or out for delivery). We may also provide your telephone number to third party delivery services to allow them to contact you about your specific delivery. This could be, for example, to let you know that you were not in when we tried to deliver, or that we are unable to safely approach the house. Where we do so, we ensure the third party only uses the information for this specific purpose and processes it in accordance with an established legal contract.
• As part of our home delivery service (for example where you have asked our pharmacy to deliver your prescription to your home).  We use your address to improve the efficiency of our delivery service, for example how many times a day/week we deliver to the same street, how many drivers we use, the efficiency of the route etc.  We use a third party provider to analyse this data and we only provide them with the minimum information needed to perform this function, and they are not permitted to use it for other purposes.  We always ensure that any third providers have the same levels of security controls in place as we do.  In order to protect your individual privacy, the analysis of this information is only undertaken using pseudonymised data (where your name is replaced with a random numerical key reference), and we do not use any other data we hold about you (for example medication data) for this purpose.  You have the right to object to the way we use your data if you believe our legitimate interest in doing it is outweighed by your right to privacy. This type of analysis is important in enabling us to operate efficiently and improve the service we provide to you, so we carry it out in a way that we believe it has no impact on your privacy.
• To fulfil our contractual requirements with the NHS, we need to share your personal information with your GP and others in the wider NHS, such as the NHS Business Services Authority, and sometimes Local Authorities to provide you with NHS or Local Authority funded services, to negotiate and check the accuracy of our payments with the NHS or Local Authorities and to ensure that we maintain appropriate professional and service standards and that your declarations and ours are accurate. This is necessary to perform the service and a legal requirement.
• If you have signed up to receive our health and wellbeing advice and information about our products and services, we will use your data to send this information to you via the channels you’ve given us data for. If you have expressed areas of specific interest, then we’ll use that to tailor the information you receive.
• We will use your health and medication information provided to dispense and deliver to you your prescriptions or provide other healthcare products and services you have requested. We will never use information about your prescriptions for marketing, although we may use it to advise you of other health services/products that might be useful or relevant to you, such as our new medicine service or a medicines use review.
• If you fall ill in our premises, we will share your personal information, if we have it, with medical professionals to allow them to deliver appropriate treatment to you.
• If you visit one of our offices as a guest (contractors, suppliers, guests, other non-customer individuals) on a one-time/ad-hoc basis or as part of a long-term agreement, your first name, surname, organisation/company name and vehicle registration will need to be recorded in our visitor system the purposes of site security and health and safety.

Who do we share your personal information with?

In the previous section we described particular instances where we share your personal information with others. There are also other third parties that we use to deliver services to you. In this section, we have summarised the categories of third parties who we may share your data with.

• Postal services and couriers – for typical business purposes, to deliver prescriptions by post, and to send your prescription to the NHS (where a physical prescription is received).
• Third party content processors – for example, to deliver our health advice and information about our products and services to you (e.g. an email delivery service)
• Dispensing appliance contractors – where your prescription is for a medical appliance (e.g. colostomy bags, medical thermometers, pacemakers) we will pass your prescription and the personal information on it to our third party appliances contractor NWOS (North West Ostomy Supply) to process. 
• Law Enforcement Agencies (LEA) – where we are required to do so by law, we will release personal data to LEA’s (e.g. the police). This will most likely be for the detection or prevention of crime, or to exercise or defend a legal claim.

How long will we keep your personal information?

We will retain your personal information for as long as we are legally or contractually required to do so, or for a period which is justifiable to meet our business needs. The exact retention period varies depending on the type information and purpose for use, if you require any further information on retention periods please contact us at admin@carnforthpharmacy.co.uk  

Marketing and profiling

If you have given your consent, we will contact you about the products and services we offer. Our expert pharmacists also produce advice, tips and useful information to help keep you healthy, which we may send to you if you have requested it.

We will send these communications to you by email, post or SMS text, depending on what you signed up to. Every marketing communication we send will include instructions on how to opt-out. At any time, you can change your marketing preferences by emailing info@carnforthpharmacy.co.uk or sending a letter to: Data Protection Officer, Carnforth Pharmacy, 9 Market Street, Carnforth, LA5 9JX.

The marketing we send to you may be tailored to make it more relevant. This is done by analysing the data we hold on you (e.g. services previously used, age, address, previously stated health and wellbeing interests) to create a profile. If you want to receive marketing from us, but do not want this to be tailored then you can object to the profiling as described under “What are your privacy rights and how can you exercise them?” Alternatively, unsubscribing from marketing will also cease the profiling activity we conduct.

If you have consented to marketing, you may also receive adverts from us online and on social media. We send pseudonymised data to companies such as Facebook to do this. This means we send the data in a way that only the intended end user (e.g. Facebook) can understand. We may also use your data to build profiles and/or custom audiences. When we do this, we anonymise your data. This means we send your data to platforms (e.g. Facebook) in a way that means you cannot be identified by it.

We only work with companies who take privacy as seriously as we do.

Keeping you up to date

In order to deliver our services to you, it is necessary to contact you using the contact mechanisms you have given us. This may be by issuing an email to confirm your order, sending an SMS message to confirm a delivery slot, calling you to discuss an issue with your order or for other similar reasons. These communications are necessary, and we will use whichever communication method we can to ensure we provide you with the information you need. You can inform us of particular communication preferences (e.g. email rather than phone call) and we will endeavour to follow your preferred mechanism. However, we reserve the right to use any contact information we have to deliver necessary information to you.

Cookie Policy

What are Cookies?

Cookies are small files of information which save and retrieve information about your visit to a website or application. They reside in your Internet browser to help remember your preferences and previous activity. For example, cookies can help an online store remember the items you’ve put into your shopping cart, or advertisers can use cookies to target ads that are most relevant to you.

You can find more information about cookies at www.allaboutcookies.org and www.youronlinechoices.eu.

Use of Cookies

Our site makes use of cookies to save and retrieve information about your visit to our website. Cookies currently used on our site identify you merely as a number.

When you visit our website, the following categories of cookies may be set in your browser:

Strictly Necessary cookies

These cookies are essential in order to enable you to move around a site and use its features. Without these cookies, services you have asked for cannot be provided.

• Registered Visitor Cookie – A unique identifier given to each registered user, used to recognise you through their visit and when they return to the site.

Functional cookies

These cookies allow websites and applications to remember choices you make (such as your username, language or the region you are in) and provide enhanced, more personal features.

We may use information collected from functional cookies to identify user behaviour and to serve content based on your profile. These cookies cannot track your browsing activity on other websites. They don’t gather any information about you that could be used for advertising or remembering where you’ve been on the Internet outside our site.

Performance/Analytics cookies

These cookies collect information so that we can analyse how our visitors use our site. These cookies don’t collect information that identifies you. All information these cookies collect is anonymous and is only used to improve how our site works.

In order to keep our website services relevant, easy to use and up-to-date, we use web analytics services to help us understand how people use the site.

Cookies allow web analytics services to recognise your browser or device and, for example, identify whether you have visited our website before, what you have previously viewed or clicked on, and how you found us. The information is anonymous and only used for statistical purposes, and it helps us to analyse patterns of user activity and to develop a better user experience.

Web analytics data and cookies cannot be used to identify you – they do not contain personal information such as your name or email address.

• Google Analytics Cookie – This allows us to follow the actions of a user during their visit to our site (for more information, see Analytics cookies below).

Log Files

Like most websites, we gather certain information automatically and store it in log files. This information may include Internet protocol (IP) addresses, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and/or clickstream data.

We do not link this automatically collected data to other information we collect about you.

We and our partners (e.g. marketing partners, affiliates, or analytics providers) use cookies or similar tracking technologies to analyse trends, administer the website, track users’ movements around the website, and gather demographic information about our user base as a whole. We may receive reports based on the use of these technologies by these companies on an individual and aggregated basis.

Users can control the use of cookies at the individual browser level. If you reject cookies, you may still use our website, but your ability to use some features or areas of our website may be limited.

Targeting cookies

These cookies record your visit to our site, the pages you have visited, and the links you have followed. We, and third parties, use this information to make our site, and the advertising on it, more relevant to you.

Advertisements displayed on our site may be provided through an advertising-management company. When you view a web page that contains advertising provided by an advertising-management company, that company may place a cookie on, or collect a cookie from, your device (if you have enabled cookies).

Please note that third parties may also use cookies, which we have no control over. These cookies are likely to be analytical/performance cookies or targeting cookies.

We use targeting cookies to display internet-based adverts when you are using social media sites, like Facebook. This allows us to create custom audiences and tailor adverts based on your browsing experience with us. We do not share any of your personal information with social media sites (like Facebook).

Blocking cookies

You can block cookies from any website through your browser settings. If you share a computer with other users, accepting or rejecting the use of cookies will affect all users. The Help function in your browser should tell you how to do this.

To block cookies in Google Chrome:

Open a Google Chrome tab
Click on the 3 dots in the right-hand corner
Click on Settings
Click on Privacy and Security
Select Cookies and other site data
You will then see a number of options available for blocking cookies

To block cookies in Internet Explorer (IE):

Open an IE browser tab
Click on the Cog icon in the top right corner
Select Internet Options
Click on the Privacy tab
Click on the Advanced button
You will then be given options to select to either ‘Accept’, ‘Block’ or ‘Prompt’ first party (Carnforth Pharmacy) and third-party cookies (i.e Google, Facebook)

For more information about how to change your browser settings, go to www.aboutcookies.org. However, doing so is likely to limit the functions of our site. For information on how to do this on your mobile phone browser, please see the manual for your phone.