Privacy Notice

What we collect

When you request a call back we collect only the details you give us: your name, phone number and, if you offer one, your email address.

Our assistant then invites you to tell us more about the matter you would like to discuss — which may include health information, such as your symptoms, conditions, medicines or the specialists you have seen. All of that is optional: you choose what to say, you see it written out on the page before anything is sent, and nothing reaches us until you press Submit.

The assistant itself does not keep the conversation. The spoken and typed words are used only to produce the summary you see on the page, and are then discarded.

When you telephone us

Our telephone line is answered by an automated assistant. It can answer general questions about the clinic, take a message, or put you through to a member of the team during office hours.

Calls are not recorded — no audio is kept. What is said is turned into text so the team can read what you asked for, and that written record is stored securely with your name and number if you give them. It is kept for the same period as any other enquiry, below.

If you tell the assistant you are unwell at that moment, it will stop and ask you to call 999, or 111 if it is less urgent. It is not able to give medical advice, and it will not carry on with your enquiry after that.

If you would rather not speak to an assistant at all, say so and it will take a message for a member of the team to call you back.

Why we collect it

We use your details for one purpose: to contact you about your enquiry and, if you go on to become a patient, to arrange your care. Anything you tell us about your health is used so the team can prepare for your call — you give it to us by choosing to send it, and you never have to. We record which version of this notice you agreed to when you gave us your details.

Who can see it

Your enquiry is sent only to WellHeart London and stored on our own secure system. It is not shared with advertising or analytics companies, and the assistant does not send your details to any third party beyond what is needed to understand and pass on your request.

How long we keep it

We keep enquiry details — from the form, the assistant or the telephone — for 12 months, and then delete them automatically. That deletion is done by the system itself, not by hand.

If you go on to become a patient, your clinical records are held in the clinic's own patient records, separately from this website and for as long as medical records require. This website is an enquiry inbox and is not your medical record.

One thing outlives the 12 months: if you ask us never to text you again, we keep the fact of that request, so that the instruction cannot expire.

Your rights

You can ask us for a copy of your information, to correct it, or to delete it. To do so, contact us using the details below. You can also complain to the Information Commissioner's Office (ICO).

The appointment enquiry form

When you use the "Request an appointment" form on one of our service pages, we collect only the details you type into it: your name, email address, telephone number, which service you are asking about, and — if you give one — a preferred time for us to call.

That form does not ask for, and has no field for, any information about your symptoms, conditions or health. Please do not enter any. Anything clinical is discussed with the team on the telephone and recorded in the clinic's own systems, not through this website.

We use these details for one purpose: to contact you about your enquiry and arrange an appointment. The lawful basis is your consent, which you give by ticking the box before you send the form; you may withdraw it at any time by telling whoever calls you, or by writing to us at the address below.

Your enquiry is sent to WellHeart London and handled by our own team. It is not sold, and it is not shared with advertising or analytics companies.

We keep enquiry details for 12 months and then delete them, unless you go on to become a patient — in which case your records are kept as your medical records require.

You can ask us for a copy of what we hold, ask us to correct it, or ask us to delete it, using the contact details below. You can also complain to the Information Commissioner's Office (ICO).

Contact

WellHeart London Ltd, 101 Harley Street, London W1G 6AH · 020 7123 8600.