Privacy Policy
The Alphega website ( is developed in conjunction with Healthera Limited.
Who we are
Alliance Healthcare UK (AHUK, We) is made up of many different commercial entities (including Alliance Healthcare, Forte Pharma, Alloga UK, Alphega, Skills in Healthcare, OTC Direct, North West Ostomy Supplies and Alcura UK). We'll let you know which you have a relationship with, when you take out a product or service with us.This policy covers all of these different entities.
You can find out more about us
How the law protects you
Your privacy is protected by law. This section explains how that works.
Data Protection Law states that we are allowed to use personal information if we have a legitimate reason to do so. This includes sharing it outside AHUK. The law states we must have one or more of these reasons:
Processing is necessary for the performance of a contract that we have with you, or
  • is necessary for compliance with a legal obligation, or
  • is necessary for the purposes of a legitimate interest, or
  • is necessary in order to protect the vital interest of the data subject, or
  • you have given your consent, or
  • A legitimate interest is when we have a business or commercial reason to use your information. But even then, it must not unfairly go against what is right and best for you. If we rely on our legitimate interest, we will tell you what that is.
    Here is a list of the ways that we may use your personal information and the reasons for doing so..
    What we use our personal information for:
    Our purposes:
  • To manage our relationship with you or your business.
  • To develop new ways to meet our customers’ needs and to grow our business.
  • To develop and carry out marketing activities.
  • To study how our customers use products and services from us and other organisations.
  • To provide advice or guidance about our products and services.
  • Managing your records, working out which of our products and services may interest you and telling you about them.
  • Designing products and services, and deciding what we charge for them.
  • Defining types of customers for new products or services.
  • Seeking your consent when we need it to contact you.
  • Being efficient about how we fulfil our legal duties.
  • To develop and manage our brands, products and services.
  • To manage how we work with other companies that provide services to us and our customers.
  • Developing products and services, and what we charge for them.
  • Defining types of customers for new products or services.
  • Being efficient about how we fulfil our legal and contractual duties.
  • To deliver products and services.
  • To make and manage payments.
  • To collect and recover money that is owed to us.
  • Being efficient about how we fulfil our legal and contractual duties.
  • Complying with regulations that apply to us.
  • To detect, investigate, report, and seek to prevent crime.
  • To manage risk for us and our customers.
  • To obey laws and regulations that apply to us.
  • To respond to complaints and seek to resolve them.
  • Developing and improving how we deal with crime, as well as doing our legal duties in this respect
  • Complying with regulations that apply to us.
  • Being efficient about how we fulfil our legal and contractual duties.
  • To run our business in an efficient and proper way. This includes managing our financial position, business capability, planning, communications, corporate governance, and audit.
  • Complying with regulations that apply to us.
  • Being efficient about how we fulfil our legal and contractual duties.
  • To exercise our rights set out in agreements or contracts.
  • Groups of personal information
    We use many different kinds of personal information, and group them together like this.
    Type of personal information
    Basic information, such as your name (including title), the company you work for, your title or position and your relationship to a person.
    Your financial situation, status and history.
    Your address details and how to contact you such as your postal address, email address and phone number(s).
    Details about payments to and from your accounts with us.
    Details about the products or services we provide to you.
    Details about how you use our products and services.
    Details on the devices and technology you use, your visits to our website or applications or materials and communications we send to you electronically.
    Details we may gather about you from letters, emails and conversations between us, for example customer service recordings.
    Open Data and Public Records
    Details about you that are in public records, such as the Electoral Register, and information about you that is openly available on the internet.
    Usage Data
    Other data about how you use our products and services.
    Documentary Data
    Details about you that are stored in documents in different formats, or copies of them. This could include things like PPA statements, or Controlled Drugs License,taken for account opening purposes, utility statements or your passport if required for identity verification.
    Special types of data
    The law and other regulations treat some types of personal information as special. We will only collect and use these types of data if the law allows us to do so:
  • Racial or ethnic origin
  • Religious or philosophical beliefs
  • Trade union membership
  • Genetic and bio-metric data
  • Health data including gender
  • Criminal convictions and offences
  • Consents
    Any permissions, consents or preferences that you give us. This includes things like how you want us to contact you, whether you get paper statements, or prefer large-print formats.
    National Identifier
    A number or code given to you by a government to identify who you are, such as a National Insurance number.
    Where we collect personal information from
    We may collect personal information about you (or your business) from other companies within the Alliance Healthcare UK from you, or from third parties who we use to help us provide our products and services.
    Data we collect from you comes from a variety of sources:
  • When you apply for our products and services
  • When you talk to us on the phone or in conversations with our staff
  • When you use our web services
  • In emails and letters
  • In customer surveys
  • If you take part in our competitions or promotions.
  • Data from third parties we work with
  • Companies that introduce you to us
  • Credit reference agencies
  • Public information sources such as General Pharmaceutical Council
  • Organisations working on our behalf
  • Market researchers
  • Whom we share your personal information with
    We may share your personal information with companies within AHUK and certain trusted organisations in accordance with contractual obligations in place with them, including:
  • Companies that we introduce you to
  • Companies you ask us to share your data with.
  • Market research companies
  • Agents and advisers who we use to help run your accounts and services, collect what you owe, and explore new ways of doing business
  • Fraud prevention agencies
  • Companies we have a joint venture or agreement to co-operate with
  • Credit reference agencies
  • IT service providers to our companies, and suppliers to whom we subcontract certain support services.
  • We may also share your information with Regulators and other government authorities if required to do so by legal or statutory requirement.
    In some situations, we may need to share your personal information with other organisations to provide you with the products or services you have chosen.
    If you choose not to give personal information
    In some circumstances, it may be required by law, or our terms of contract we have with you, that we collect and process personal information. If you don’t wish to share this information with us, we may not be able to provide you our products or services.
    Any data collection that is required will be made clear at the point of collection.
    If you consent we may use your personal information to provide you information that we think will be useful to you, or to your business.
    The personal information we have for you is made up of what you tell us and data we collect when you use our services, or from third parties we work with.
    We analyse this information in order to determine what you may want, need, or what may be of interest to you. This way we are able to work out which products, services and offers may be relevant for you or your business.
    You can ask us to stop sending you marketing messages at any time, but we will continue sending you statements, and other important information such as changes to services that you currently use.
    We may ask you to confirm your choices and accuracy of our records, if you purchase different products or new services with us in future. We will also ask you to do this if there are changes in the law, regulation, or the structure of our business.
    If you change your mind you can update your choices at any time by contacting us using details provided further in this document.
    How we protect your personal information
    We use a variety of technical and organisational measures to help protect your personal information from unauthorised access, use, disclosure, alteration or destruction consistent with applicable data protection laws.
    How long we retain your personal information
    We will keep your personal information in accordance with our data retention policy for as long as your relationship with Alliance Healthcare UK continues, or we need to keep your details to manage our relationship with you.
    After you stop being a customer or having a commercial relationship with Alliance Healthcare UK, we may keep your data for one of these reasons:
  • To respond to any questions or complaints.
  • To show that we treated you fairly.
  • To maintain records according to rules that apply to our business.
  • We may keep your data for 10 years or longer for legal, regulatory or technical reasons.
    Accessing your personal information
    You can access your personal information we hold by writing to us at: , or at:
    Privacy Team,
    Alliance Healthcare (Distribution) Ltd,
    43 Cox Lane,
    KT9 1SN
    Letting us know if your personal information is incorrect
    You have the right to question any information we have about you that you think is wrong or incomplete. Please contact us if you want to do this. If you do, we will take reasonable steps to check its accuracy and correct it.
    What if you want us to stop using your personal information?
    If you disagree with our use of your personal information, you have the right to object to it. This is known as the ‘right to object’ and ‘right to erasure’, or the ‘right to be forgotten’.
    Those rights are not absolute and there may be legal or other reasons why we need to keep or process your data. Nevertheless, please tell us if you think that we should not be using it.
    We may sometimes be able to restrict the use of your data. This means that it can only be used for certain things, such as legal claims or to exercise legal rights. In this situation, we would not use or share your information in other ways while it is restricted.
    You can ask us to restrict the use of your personal information if:
  • It has been used unlawfully but you don’t want us to delete it.
  • It not relevant any more, but you want us to keep it for use in legal claims.
  • You have already asked us to stop using your data but you are waiting for us to tell you if we are allowed to keep on using it.
  • If you want to object to how we use your data, or ask us to delete it or restrict how we use it or, please contact us.
  • Changes in law
    We will update this notice in order to reflect any changes in law. In some cases, we may contact you to inform you of this fact.
    Contacting us
    Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to:
    Privacy Team
    Alphega Pharmacy
    43 Cox Lane
    KT9 1SN
    020 8391 2323
    Last review date: 26 April 2023
    Healthera (Healthera) Limited (‘we’ or ‘us’) takes your privacy seriously. Please read this Privacy policy, our Privacy Information notices below, help areas (when interacting with our website) and our Cookies Policy. Together they explain our data protection policy and describe how we’ll use any personal data we collect from you or that is provided to us.
    Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
    For the purposes of the EU General Data Protection Regulation 2016/679 and the Data Protection Act 2018, in most instances, Healthera is the data controller for the processing of personal information we hold about you. More information on this can be found in the relevant individual privacy information notice below.
    Under the Data Protection Act 2018, Healthera is registered with the Information Commissioner’s Office (Registration number: ZA458369).
    Our Data Protection Officer can be contacted at
    Change to Data Protection Law
    Legislation governing the use of your personal information has changed. In May 2018, the EU General Data Protection Regulation came into force and the UK Data Protection Act 2018 was passed. You can read about the changes on the ICO’s website.
    In line with the above changes, Healthera is updating this policy and has prepared privacy information notices so that you can find out how we use your personal information.
    Our privacy information notices are listed below under titles which relate specifically to who the information applies to.
    Privacy Information Notices
  • I am a registered Healthera App user
  • I am a dependant of a registered Healthera App user
  • I am a pharmacist
  • I am a third party (such as GP, web site visitor etc)
  • I am applying for a vacancy at Healthera
  • I am a Healthera employee
  • Changes to the policy
    We may change our Privacy policy from time to time. If or when changes are made we’ll include them here, so be sure to check back occasionally.
    Other third party websites
    Our website may, from time to time, contain links to and from third-party websites, including those of our partner networks and affiliates. If you follow a link to any of these websites, please note that these websites may have their own privacy policies. We don’t accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.
    Security and safe storage of your personal information
    The security of your personal information is very important to us and we take this matter very seriously. We’ll use appropriate procedures and security features to process and protect your information. We have in place a robust framework to ensure the security of your information.
    We may monitor the use and content of emails, calls and secure messages sent from and received by us so that we can, for instance, identify and take legal action against unlawful or improper use of our systems. The main examples of unlawful or improper use are attempting to impersonate Healthera, the transmission of computer viruses and attempts to prevent this website or its services from working.
    NHS Login
    Please note that if you access our service using your NHS login details, the identity verification services are managed by NHS Digital. NHS Digital is the controller for any personal information you provided to NHS Digital to get an NHS login account and verify your identity, and uses that personal information solely for that single purpose. For this personal information, our role is a “processor” only and we must act under the instructions provided by NHS Digital (as the “controller”) when verifying your identity. To see NHS Digital’s Privacy Notice and Terms and Conditions, please click here. This restriction does not apply to the personal information you provide to us separately.
    Healthera is compliant with the NHS National Opt-Out
    Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care services, important information about you is collected in a patient record for that service. Collecting this information helps to ensure you get the best possible care and treatment.
    The information collected about you when you use these services can also be used and provided to other organisations for purposes beyond your individual care, for instance to help with:
    The following content is provided by NHS Digital as part of their guidance on implementation of Opt-Out.
  • improving the quality and standards of care provided
  • research into the development of new treatments
  • preventing illness and diseases
  • monitoring safety
  • planning services
  • This may only take place when there is a clear legal basis to use this information. All these uses help to provide better health and care for you, your family and future generations. Confidential patient information about your health and care is only used like this where allowed by law.
    Most of the time, anonymised data is used for research and planning so that you cannot be identified in which case your confidential patient information isn’t needed.
    You have a choice about whether you want your confidential patient information to be used in this way. If you are happy with this use of information you do not need to do anything. If you do choose to opt out your confidential patient information will still be used to support your individual care.
    To find out more or to register your choice to opt out, please visit On this web page you will:
  • See what is meant by confidential patient information
  • Find examples of when confidential patient information is used for individual care and examples of when it is used for purposes beyond individual care
  • Find out more about the benefits of sharing data
  • Understand more about who uses the data
  • Find out how your data is protected
  • Be able to access the system to view, set or change your opt-out setting
  • Find the contact telephone number if you want to know any more or to set/change your opt-out by phone
  • See the situations where the opt-out will not apply
  • You can also find out more about how patient information is used at: (which covers health and care research); and (which covers how and why patient information is used, the safeguards and how decisions are made)
    You can change your mind about your choice at any time.
    Data being used or shared for purposes beyond individual care does not include your data being shared with insurance companies or used for marketing purposes and data would only be used in this way with your specific agreement.
    Health and care organisations have until 2020 to put systems and processes in place so they can be compliant with the national data opt-out and apply your choice to any confidential patient information they use or share for purposes beyond your individual care. Healthera Ltd is currently compliant with the national data opt-out policy.
    Comments and Questions
    You can send any queries and comments about this Privacy policy by email to or by mail to DPO, Healthera Limited, St John’s Innovation Centre, Cowley Road Cambridge, CB4 0WS United Kingdom Phone +44 (0) 1223 755288
    Last updated: 10 August 2021