Medicine advice

If you have any questions about the medication we’ve prescribed you, you can search for them on nhs.uk, or you can ask our pharmacists.

We aim to reply to you within 24 hours, Monday to Friday. In most cases, we can get back to you on the same day. We’ll either call or send you an email.

You can also call us on 020 8869 2762.

Take your medicine as directed

It’s really important you take your medication as directed, and that you complete the course. Some medications are becoming less effective – or not effective at all – because of the way some people take them.

Your questions

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Why we collect your information

We record information about you so we can give you the right care and treatment. It’s important we:

  • have enough information to help you make the right decision about your care
  • record the times we’ve spoken to you, sent you a letter, or seen you in clinic
  • are able to learn from your experience, and improve care for everyone
  • are able to investigate your complaints or concerns.

You can access your information if you:

  • see a different healthcare professional
  • move to another area or need to use another service

How we keep your information safe

However we keep, use, or share your information – in electronic or paper form – we have a legal duty to keep your information safe.

Our staff, partners, and suppliers have the same legal responsibility, too.

Our staff and on-site contractors are given information governance training so they know their responsibilities to you:

  • Any data breach is taken seriously and 
    • reported to the Information Commissioner’s Office
    • disciplinary action taken, including up to dismissal
  • Our information systems are designed, planned and implemented with a focus on security

Data protection impact assessments

Whenever we do something new with your data, we have to understand if there are any risks involved.

By law, we have to complete a data protection impact assessment which:

  • helps us find any security risks
  • identifies the legal basis for the collection, use, and sharing of your information.

We assess the risk right at the beginning of a project. If we need to buy something new, our assessment takes place before we go out to tender.

All assessments are sent to our Data Protection Officer for approval, and if approval is given, we go ahead with our project.

We also regularly undertake data flow mapping exercises, where we note:

  • what the information is
  • where the information is stored
  • how the information is shared (if at all)

For more information about our data protection impact assessments,  email our Information Governance Team

Our Caldicott Guardian

The person who is responsible for making sure we comply with the Caldicott Principles is known as a Caldicott Guardian. They make sure we:

  1. justify the purpose of sharing your information
  2. don’t use identifiable information unless it is necessary…
  3. …if it is necessary, we use the minimum amount of information
  4. make sure only people who need to know have access to your information
  5. are aware of our responsibilities
  6. understand and comply with the law
  7. share information when it’s in your best interest.

Our Caldicott Guardian is Dr Charles Cayley.

Why we collect information through our website

We collect data through our website through forms, cookies, and tracking software.

Forms

We use forms to collect information about you for in accordance with the above. We will:

  • only ask you for information that our teams need to fulfil your request
  • never share your information for marketing or insurance purposes

Website analytics

We use Google Analytics, a web analytics service provided by Google, Inc. Our analytics help us improve:

  • the information we publish
  • our website’s performance
  • your experience of our site

You can opt out of Google Analytics by installing an add-on to your browser.

More information

How to raise a concern

If you have a complaint about the way your data has been handled, you can:

Alternatively, you can report a concern directly to the Information Commissioner’s Office.

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