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Privacy Policy

Privacy Policy

Protecting your privacy is our priority and we will not share your medical details with unaffiliated third parties unless you specifically ask us to. Lloyds Online Doctor is a trading name of Expert Health Limited, a member of the McKesson UK Group of companies. We have created this guide to make it easy for you to understand how we use and store your data. We also explain your rights and how to contact us.

Our responsibility

We are responsible for all the data that you submit on our websites. Our website contains links to other external websites for your convenience for which we are not responsible. We recommend that you check the privacy and security policies and procedures of each and every other website that you visit.

By using this website and giving your information to us, you indicate your consent to us, our group and third parties collecting and using your personal information in accordance with the terms set out in this policy.

The information we collect

In order to provide you with the services you require, we will collect personal information about you from our website, telephone conversations, emails and written and verbal communications. These will include, for example, your name, address, email address, phone number and details that are relevant to the service(s) in which you are interested. We may also collect sensitive personal data concerning health matters from or about you if you register for the online doctor service. We may supplement the information that you provide with other information that we obtain from our dealings with you or which we receive from other organisations, such as other companies in our group.

Information about other people

If you provide information to us about any person other than yourself, you must ensure that they understand how their information will be used and that you are authorised to disclose it to us, and to consent to its use on their behalf, before doing so.

How we will use your information

All personal information that we obtain about you and/or any other person whose details you provide will be recorded, used, and protected by us in accordance with current data protection legislation, our Terms and Conditions and this Privacy Policy.  All access to personal information is kept to the minimum required to allow the safe and effective delivery of our services.  It is necessary that both our doctors and non-medical staff have access to certain personal information.

We will primarily use the personal information:

  • to provide the services you request from us
  • to communicate with you regarding the service you have used
  • for record keeping purposes
  • to carry out market research so that we can improve the services we offer
  • to track and analyse activity on our website
  • to create an individual profile for you so that we can enhance your user experience
  • to understand and respect your preferences and to provide details of relevant offers and opportunities where you have agreed to receive them.

Disclosing your personal information

In order to provide our products and services, we may, occasionally, appoint other organisations to carry out some of the processing activities on our behalf. For the purpose of: maintaining our IT systems we provide access to our IT contractors; taking online card payments, Sage (UK) Limited; sending SMS text messages, Txttools Limited; processing test kits and results, Medlab; financial audit, we are required to divulge very limited patient information to our financial auditors, anonymised wherever possible. The sexually transmitted infections that our test kits screen for are termed ‘notifiable diseases’.  For Irish patients with positive results, we are legally bound to inform Medical Officer of Health for the County in which the patient lives of the full details including person-identifiable and sensitive information.  To do this we complete an official notification form and send this via a fully traceable, signed-for delivery method. In these circumstances, we will ensure that personal information is properly protected and that it is only used in accordance with this Privacy Policy. 


In common with many other website operators, we may use standard technology called 'cookies' on this site. Cookies are small pieces of information that are stored by your browser on your computer's hard drive and they are used to record how you navigate this website on each visit.

You can read more about how the Lloyds Online Doctor website use cookies here.

Offers and opportunities

We, our group and carefully selected third parties would like to contact you and/or any person whose information you provide to us to tell you and/or them about offers and opportunities that are available and about a range of other initiatives in a number of ways, including by post, telephone, text/picture/video message or by email. We will only contact you if you have chosen to opt into these preferences when signing up. You can change your/their mind at any time (see the section 'How to contact us' below).


We take the security of personal information seriously. We employ security technology, including firewalls and Secure Socket Layers to safeguard information and have procedures in place to ensure that our paper and computer systems and databases are protected against unauthorised disclosure, use, loss and damage.  All patient confidential data is stored electronically on servers owned and managed by

Use of your information outside the European Economic Area

Some of the organisations to which we may disclose personal information may be situated within the European Economic Area (‘EEA’). In order to provide the products and services you require, we may need to transfer your personal information to countries within the EEA, some of which do not have laws that protect privacy rights as extensively as in the United Kingdom. If we do transfer your personal information to other territories, we will take proper steps to ensure that the information is protected in accordance with this privacy policy and in full compliance with all aspects of data protection legislation.

Changes to the Privacy Policy

Privacy laws and practice are constantly developing and we aim to meet high standards. Our policies and procedures are, therefore, under continual review. We may, from time to time, update our security and privacy policies and suggest that you check this page periodically to review our latest policies.

Updating and correcting information

You may update or correct your personal information online via ‘My Patient Record’. We encourage you to promptly update your personal information if it changes. If you are providing updates or corrections about another person, we may require you to provide us with proof that you are authorised to provide that information to us.

Your rights to access your personal information

You have the right to receive a copy of the personal information that we hold about you. The same right applies to any other person whose personal information you provide to us. This is free of charge except in certain circumstances when we may charge a reasonable fee covering administrative costs, for example, if you request additional copies of information or if we think a request is manifestly unfounded or excessive.

How to contact us

Telephone: 01 431 1451

Mail: Data Protection Officer, Lloyds Online Doctor Mezzanine Floor, 50-54 Wigmore Street, London, W1U 2AU, UK