PERSONALISED CARE · CLINICIAN-LED SUPPORT · ONLINE ACROSS ENGLAND
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Policies and your rights

We want you to feel informed, respected and supported. This page explains how we run appointments, keep you safe, handle complaints and look after your personal information.

Our policies at a glance Privacy notice

Our policies at a glance

Cancellations and refunds Please give at least 48 hours notice if you need to cancel or move a consultation.

Late cancellations or missed appointments may be charged. If we cancel, we will offer another appointment or a fair refund. A completed assessment does not guarantee a prescription. Refund requests are looked at individually, alongside your rights under consumer law. Medicine supplied by the partner pharmacy is generally not refundable, subject to your legal rights.

Complaints and feedback Raising a concern will never affect your care. We look into every complaint fairly and in confidence.

You can complain by email, phone or in writing. We normally acknowledge complaints within 5 working days and aim to send a written response within 28 working days. If we need longer, we will keep you updated.

Consent and confidentiality We explain your options and any risks so you can make an informed choice.

We ask for your consent before assessment, prescribing and sharing information. Where it matters for your safety, relevant details may be shared securely with your GP or the dispensing pharmacy, in line with the law. You can ask questions and decline treatment at any point.

Fair access Everyone deserves respectful, non-judgemental care.

We make reasonable adjustments for disabilities, communication needs and digital access. Decisions about eligibility and prescribing are based on clinical suitability and safety, never on personal characteristics. Let us know if you need help using our service.

Clinical safety and safeguarding Your safety comes first. We review your history, medicines and risks before prescribing.

We may ask for more information, pause treatment or refer you to your GP or another service if there is a safety or safeguarding concern. We provide planned care for adults aged 18 and over. No prescription is guaranteed.

Contact and emergencies Message us about your treatment at any time. Messages are not monitored around the clock.

Routine appointments are mainly in the evenings and at weekends. We are not an emergency or 24-hour service. For urgent medical advice call NHS 111. In an emergency call 999.

Privacy notice

This notice explains what personal information we collect when you use EZhealth Weight Clinic, why we need it, who we share it with and the choices you have. Because we provide healthcare, much of what you tell us is health information. We treat it with particular care.

Last updated: [date]

1. Who we are

EZhealth Weight Clinic is the data controller for the personal information described in this notice. That means we decide how and why it's used, and we're responsible for looking after it.

Legal name
[Registered business name]
Address
[Registered address]
ICO registration
[ICO number]
Privacy contact
[Email address]

2. Information we collect

We only collect what we need to assess you safely and look after you. Depending on how you use our service, this may include:

  • Your details: name, date of birth, address, email and phone number.
  • Your health: medical history, current medicines, height, weight, relevant test results such as HbA1c, and notes from your consultations and reviews.
  • Your GP: the name and address of your GP practice.
  • Payments: a record of what you've paid. Card details are handled by [payment provider] and we never see your full card number.
  • Messages: anything you send us between appointments.
  • Website use: basic technical information collected through cookies. See section 9.

3. How we use it

  • To check whether our service is suitable and safe for you.
  • To decide on, prescribe and monitor any treatment.
  • To arrange appointments, send reminders and reply to your messages.
  • To take payment and manage your membership.
  • To meet our professional and legal duties, including clinical record keeping.
  • To investigate and respond to complaints or safety concerns.

We'll only send you marketing emails if you've said yes, and you can change your mind at any time.

4. Our lawful basis

Data protection law says we must have a valid reason for using your information. Ours are:

Providing your care
To deliver the service you've asked for (UK GDPR Article 6(1)(b)). Health information is used for the provision of healthcare (Article 9(2)(h)).
Legal duties
Where the law or our professional regulator requires us to keep or share records (Article 6(1)(c)).
Your consent
For optional things like marketing emails (Article 6(1)(a)). You can withdraw consent whenever you like.

5. Who we share it with

We never sell your information. We share it only when it's needed for your care or required by law:

  • The dispensing pharmacy ([pharmacy name]), so they can supply and deliver any medicine prescribed for you.
  • Your GP, where it's important for your safety or the continuity of your care. We'll normally talk to you about this first.
  • Our service providers, such as [questionnaire platform], [clinical records system] and [email provider], who process information on our behalf under contract.
  • Regulators and authorities, such as the General Pharmaceutical Council, when we're legally required to.

[Confirm whether any information is stored or processed outside the UK, and if so, the safeguards in place.]

6. How long we keep it

Clinical records are kept for [retention period] after your last contact with us, in line with [records management guidance followed]. Other information, such as enquiries that don't lead to an assessment, is kept for [retention period]. When it's no longer needed, we delete it securely.

7. Keeping it secure

Your information is stored in secure, access-controlled systems and only people involved in your care can see it. Video consultations take place on [video platform]. If something ever goes wrong, we'll act quickly and tell you and the ICO where the law requires.

8. Your rights

You have the right to:

See your information
Ask for a copy of what we hold about you.
Correct it
Ask us to fix anything inaccurate or incomplete.
Ask us to delete it
Some clinical records must be kept by law, but we'll explain if that applies.
Restrict or object
Ask us to limit or stop certain uses of your information.
Take it with you
Ask for your information in a format you can pass to another provider.
Withdraw consent
Change your mind about anything you've agreed to, at any time.

To use any of these rights, email [privacy email]. It's free, and we'll respond within one month.

9. Cookies

We use essential cookies to make the website work. We'll only use analytics cookies if you accept them in the cookie banner, and you can change your choice at any time from the link in the footer. [List cookies used, or link to a separate cookie policy.]

10. Contact and complaints

If you have a question or you're unhappy with how we've handled your information, please contact us first at [privacy email] and we'll do our best to put it right.

You can also complain to the Information Commissioner's Office
Website: ico.org.uk/make-a-complaint · Helpline: 0303 123 1113

We may update this notice from time to time. If we make significant changes, we'll let you know.