HBSUK is now a subsidiary of AXA Health. Find out more here.

Privacy Policy

This policy was last updated on 5th October 2022.

We are Healthcare Business Solutions (UK) Limited (HBSUK). Protecting your personal data is very important to us. We’ll always be transparent about how and why we collect it. 

How we use your personal data will depend on how we’re interacting with you. Please click on the relevant button below to learn more:

  • When you sign up to receive our updates we will handle your personal information (such as your nameand email address) to provide you with our services and offerings updates in line with any preferences you have told us about. When we send you our updates because you have opted-in to receive them, we rely on your consent to contact you.
    You can unsubscribe from our updates at any time by clicking “unsubscribe” in the marketing email you receive from us or by responding to any marketing email you receive from us to tell us you wish to unsubscribe .
  • When you contact us with a query either by phone, email, via our Contact Us page or via social media, we will usually collect your name, social media handle and contact details, because it’s in our legitimate interest to make sure we can properly respond to your query.
  • When you consent to our use of cookies we collect technical information about how you use our platform. We use this information to improve our platform and to better understand how people use it. More detail on the information we collect and how we do this is set out in our cookie policy below.
  • When you create and log into your account we will collect your name, date of birth, gender, email address, phone number, address, NHS number, health insurance details (if applicable) and GP details. We collect this information to take steps to enter a contract with you and to allow you to use our services.
  • When you use our services we may ask you to provide information about your medical history, health, symptoms, treatments, medications, procedures, consultations and sessions. We may also collect information directly from your GP or other healthcare provider. We collect this information with your consent, and you may revoke this consent at any time by Contacting Us.
  • When you have a video assessment you may be asked to show the clinician the affected part of your body and the video assessment will be recorded. We collect this information with your explicit consent, and you may revoke this consent at any time by Contacting Us
  • If you are receiving care from a health or care organisation, that organisation may share your NHS number with other organisations providing your care. This is so that the health and care organisations are using the same number to identify you whilst providing your care. By using the same number the health and care organisations can work together more closely to improve your care and support.
    Your NHS number is accessed through an NHS Digital service called the Personal Demographic Service (PDS). A health or care organisation sends basic information such as your name, address, and date of birth to the PDS in order to find your NHS Number. Once retrieved from the PDS the NHS Number is stored in our case management system. We will share information only to provide health and care professionals directly involved in your care access to the most up-to-date information about you. Access to information is strictly controlled, based on the role of the professional, and where the user has a direct care relationship with you.
    You have the right to object to the processing of your NHS Number in this way. This will not stop you from receiving care but will result in the benefits outlined above not being realised. To help you decide, we will discuss with you how this may affect our ability to provide you with care, and any other options that you have.
    If you wish to opt-out from the use of your NHS Number in this way, please Contact Us
  • When you agree to us using your image we may capture still images from your video assessment for the purposes of creating training material for use by HBSUK. Your name will not be included with the image and we will take reasonable steps to ensure you cannot be identified from the image but this may not always be possible. We will only use your image this way with your consent, and you may revoke this consent at any time by Contacting Us

When you sign up as a Clinician we will ask you to provide your clinic’s name and address, your name, email address and phone number, your qualifications and experience, and your GMC registration number. We collect this information to take steps to enter a contract with you to provide your services on our platform.

When you sign up as a Referrer (for example as an insurance provider, hospital administrator or private GP) we will ask you to provide your organisation’s name and address, and your name and email address. We collect this information to take steps to enter a contract with you to refer patients to our platform.

When you apply for a job with us we may collect your name, contact details, recruitment information (e.g. right to work documentation and references), test results (including psychometric testing for certain roles), qualifications, accreditations and any additional information we may receive from our recruitment partners.

We will use your personal information to assess your suitability for our available roles. We do this to perform our contract obligations or to take steps at your request, before entering into a contract. Where we process your right to work documentation, we will do so to comply with our legal obligations

How can I contact you?

If you have any questions about this policy, including any requests to exercise your legal rights, you can contact us by:

  • Email: info@hbsuk.co.uk
  • Phone: 0115 857 3842
  • Post: Healthcare Business Solutions UK Ltd, Pure Offices Limited, Lake View Drive, Sherwood Park, Annesley, Nottinghamshire NG15 0DT
  • Visiting our Contact Us page.

Who do you share my data with?

When you are a platform user:

  • Service providers who assist us in operating our platform
  • Regulators/ Authorities/ Enforcement Agencies if we are under a duty to disclose or share your personal data to comply with any legal obligation, or to enforce or apply our terms of use and other agreements; or to protect the rights, property, or safety of our clients or others. This may include disclosures to the General Medical Council (GMC), the Medicines and Healthcare products Regulatory Agency (MHRA) and the Care Quality Commission (CQC).
  • Prospective buyers of our business under our legitimate interest to ensure our business can be continued by the buyer.

When you are a patient:

  • Personal Demographics Service to confirm your identity as an NHS patient, link your care records and support the management of NHS services using your name, address, and NHS number.
  • Clinicians to provide services to you as a patient. This may include other clinicians and providers to the clinician who carried out the initial assessment such as medical imaging providers, physiotherapists and consultants. We may use GP Connect, the NHS e-Referral Service, NHS login and other platforms utilised by the NHS to synchronise your care and records.
  • Call centre operators from the NHS Trust or private medical insurer who originally referred you to us, to enable them to assist you with your questions.
  • Finance teams from the NHS Trust or private medical insurer who originally referred you to us, for the purposes of invoicing for your care

When you are a clinician:

  • Patients to enable you to offer and provide your services

For the avoidance of doubt, we do not share your personal data with any social media platforms.

Where do you store my data?

We store your data on servers and work with a third-party providers based both inside and outside of the UK and EU.

Whenever we transfer your personal information outside of the UK and the EU, we ensure it receives additional protection as required by law. To keep this policy as short and easy to understand as possible, we haven’t set out the specific circumstances when each of these protection measures are used. You can Contact Us for more detail on this.

How long do you keep my data for?

We will only retain your personal information for as long as we need it unless we are required to keep it for longer to comply with our legal, accounting or regulatory requirements.

Your medical records are retained by us in accordance with national best practice guidance in particular, advice provided by the Department of Health (2006) Records management: NHS code of practice, and summary guidance issued by the British Medical Association.

Where you have used our platform to provide or receive services, we will hold your relevant personal details to enable us to facilitate our services and meet our regulatory requirements. Different retention periods apply for different types of data, however the longest we will normally hold your data is eight years in line with prevailing NHS record keeping requirements.

In some circumstances we may carefully anonymise your personal data so that it can no longer be associated with you, and we may use this anonymised information indefinitely without notifying you. We use this anonymised information to improve our products and services

What are my rights under data protection law?

You have various other rights under applicable data protection laws, including the right to

  • access your personal data (also known as a “subject access request”);
  • correct incomplete or inaccurate data we hold about you;
  • ask us to erase the personal data we hold about you;
  • ask us to restrict our handling of your personal data;
  • ask us to transfer your personal data to a third party;
  • object to how we are using your personal data; and
  • withdraw your consent to us handling your personal data.

You also have the right to lodge a complaint with us or the Information Commissioner’s Office, the supervisory authority for data protection issues in England and Wales. If you are based in the EU you can find your relevant supervisory authority here.

Please keep in mind that privacy law is complicated, and these rights will not always be available to you.

What cookies do you use?

Our platform uses cookies to distinguish you from other users of our platform. This helps us to provide you with a good experience when you browse our platform and helps us make improvements. 

A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer. We only use (and store) non-essential cookies on your computer’s browser or hard drive if you provide your consent. 

We use the following non-essential cookies:

Cookie Purpose Duration More Information
Google Analytics (GA4)
This helps us understand how you use the platform, and helps us to improve your experience. These cookies may track how long you spend on the platform, and the pages you visit.
The retention period will be between 1 minute and two years depending on the type of cookie.

You can block some or all cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our platform.