PRIVACY POLICY






1. Who we are


Nurse Agnes Ltd, trading as Nurse Agnes Health and Wellness, respects your privacy and is committed to protecting your personal information.

This notice explains how we collect, use, store and share information when you contact us, visit our website or use our healthcare services.

Nurse Agnes Ltd is the data controller responsible for the personal information described in this notice.

Contact for privacy enquiries:
Agnieszka Dolejsz, Registered Manager
Address: 2nd Floor, 54 Welbeck St, London W1G 9XS
Email: contact@nurseagnes.co.uk
Telephone: 07738 675354
Website: https://www.nurseagnes.co.uk/



 2. Information we collect


Depending on your contact with us and the services you receive, we may collect:

  • Your name, date of birth, address and contact details.
  • Details of appointments, enquiries and correspondence.
  • Medical history, allergies, medication, symptoms and other information relevant to your care.
  • Consultation notes, consent records, treatment records and test results.
  • GP, referring clinician or emergency contact details where needed.
  • Invoices, payment status and transaction references.
  • Feedback, complaints and information about incidents involving your care.

We collect information directly from you and, where appropriate, from healthcare professionals, laboratories or someone authorised to act on your behalf.



3. How we use your information


We use information to:

  • Respond to enquiries and arrange appointments.
  • Assess your needs and provide safe, appropriate healthcare.
  • Maintain accurate patient records.
  • Arrange tests, referrals and continuity of care.
  • Send appointment reminders and service-related messages.
  • Process payments and keep financial records.
  • Handle feedback, complaints and incidents.
  • Meet applicable legal, safeguarding and regulatory duties.
  • Maintain the security and quality of our services.

If you do not provide information necessary for safe care, we may be unable to provide a particular treatment or service. We will explain this to you.


4. Our legal grounds for using information


Under the UK GDPR, we must have a lawful basis for using personal information. Depending on the purpose, we rely on:

  • Contract: to arrange and provide services you request.
  • Legal obligation: to meet applicable legal requirements, including relevant accounting and disclosure duties.
  • Legitimate interests: to manage enquiries, administer and protect our business, and handle complaints, where these interests are not overridden by your rights.
  • Consent: where we ask you to agree to a specific optional use of your information.

Health information receives additional protection. For information necessary to provide or manage healthcare, we rely on Article 9(2)(h) of the UK GDPR, together with the applicable requirements of the Data Protection Act 2018 and professional confidentiality duties.

For other uses of health information, we identify an appropriate additional legal condition before proceeding.

Consent to treatment is separate from consent to use information under data protection law. Where we rely on your data protection consent, you may withdraw it at any time. This does not affect the lawfulness of earlier use.



5. Who we share information with


Where necessary and lawful, we may share relevant information with:

  • Healthcare professionals involved in your care, including authorised subcontracted clinicians.
  • Your GP or a receiving healthcare provider.
  • Laboratories, including The Doctors Laboratory where used for your tests.
  • Emergency services and safeguarding authorities.
  • Regulators or public authorities where disclosure is required or otherwise legally justified.
  • Service providers supporting our patient records, booking, IT and business administration, including Cliniko.
  • Professional advisers where necessary for advice or handling legal claims.

We limit sharing to information needed for the purpose. Providers processing information on our behalf must have appropriate contractual safeguards.



6. Patient records and communications


We maintain clinical records in our patient management system and restrict access to authorised people who need information for their work.

Our internal policy allows limited information to be shared with authorised clinicians through messaging services, including WhatsApp, to coordinate visits. This may include your name, address, contact details, appointment time and required procedure.

Messaging applications are not our permanent clinical record. Under our policy, operational messages containing patient information must be deleted after the visit once the necessary information has been recorded in the official patient record.



7. How long we keep information


Our current retention schedule provides for:

  • Adult medical records: eight years after the last entry.
  • Emails forming part of the patient care record: eight years, in line with our medical records policy.
  • Financial records: six years.

We may retain information longer where necessary to meet a legal requirement or deal with an ongoing complaint, investigation or legal claim.

When information is no longer needed, we dispose of it securely.



8. Where information is processed


We use external service providers to support our services. Their storage locations and access arrangements determine whether personal

information is transferred outside the UK.



9. Website cookies and marketing


Our website uses cookies and similar technologies to support its operation, understand how visitors use it and measure advertising performance.

The website includes tools from Google Analytics, Google Ads, Meta (Facebook), Microsoft Advertising, Microsoft Clarity and Stat counter. These tools may process information about your device, browser, pages visited and interactions with the website. Microsoft Clarity may also record website interactions to help analyse usability.

You can block or delete cookies through your browser settings. Blocking some cookies may affect how parts of the website work.



Appointment and care messages


We use your contact details to respond to enquiries, arrange appointments and communicate about your care. We do not send promotional emails or text messages. Service-related communications are separate from the advertising and analytics tools used on our website.

For questions about your privacy, contact contact@nurseagnes.co.uk.



10. Your rights


Depending on the circumstances and our legal grounds for processing, you may have the right to:

  • Obtain a copy of your personal information.
  • Correct inaccurate or incomplete information.
  • Request deletion of information.
  • Restrict how information is used.
  • Object to certain uses.
  • Receive certain information in a portable format.
  • Withdraw consent where processing relies on consent.

These rights are not absolute. For example, we may need to retain medical records despite a request for deletion.

Contact us using the details above to exercise your rights. We may need to verify your identity. We normally respond within one month, subject to any lawful extension or other applicable timing rules.

11. Concerns and complaints

If you have concerns about how we handle your information, please contact our Registered Manager using the details above.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK data protection regulator:

Website: Make a complaint to the ICO

You do not have to complete our complaints process before contacting the ICO.


12. Updates to this notice


We will update this notice when our services or information-handling practices change. The latest version will be available on our website, with the updated date shown at the top.