NHS Go Privacy Policy

This privacy policy outlines how NHS Go collects, uses and protects information on NHS Go website visitors and app users. Please read this policy carefully and contact us if you have any queries. If you have any queries, comments, complaints or issues regarding this privacy policy please contact: [email protected].

What information do we collect?

We collect anonymised information about the way you use the NHS Go website and app. This may include the geographic region you reside in, your estimated age, and other anonymous demographic metadata. At no point in time do we link individual user information or identity-linked data to browsing, usage or search activity in the NHS Go app or on the NHS Go website.

When do we collect your information?

We rely on a number of third party data analytics providers including Google, Facebook, Twitter, and Hash Intelligence to provide us with anonymised usage data and broad demographic trends. We run code from these providers every time you visit the website, or open the app. We do not specifically market to children under the age of 13 years old.

How do we use your information?

We may use the anonymised information we collect from you:

  • To personalise your experience in-app.
  • To track the effectiveness of our outreach, advertising and PSA campaigns.
  • To improve our app and website in order to better serve you.
  • To ask for ratings and reviews of our app.

Use of cookies

A cookie is a small data file that is sent to your computer or other electronic devices from a website and is stored on your device's hard drive when you visit that website. There are different types of cookies which are used to do different things. These include letting you navigate between different pages on a website efficiently, remembering preferences you have given and helping us to identify ways to improve your overall site experience. Others are used to provide you with advertising which is more tailored to your interests or to measure the number of site visits and the most popular pages users visit. Cookies cannot be used to identify you personally.

Generally, there are two different types of browser cookie, session cookies which are stored in the computer's memory during a user's browsing session and are automatically deleted from your computer when the browser is closed or the session is deemed to have ended; and persistent cookies which are stored on the user's computer and are not deleted when the browser is closed. Persistent cookies can be used to retain user preferences for a particular website, allowing those preferences to be used in future browsing sessions.

We and our partners (such as Google, Facebook, Twitter, and Hash Intelligence) may store cookies in your browser. These enable us to remember your preferences and settings and accurately track the effectiveness of our online advertising campaigns. For example, we use cookies to help us analyse which of our Facebook ads provide the best value for money when reaching young people. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

We use cookies to:

  • Understand and save user's preferences for future visits;
  • Keep track of advertisements;
  • Compile aggregate data about site traffic and site interactions in order to offer better site experiences and tools in the future. We may also use trusted third-party services that track this information on our behalf.

How to control and delete cookies

We do not use cookies to collect personally identifiable information about you. However, if you wish to restrict or block the cookies which are set by our website you can do this through your browser settings. The 'help' function within your browser should tell you how. Alternatively, you may wish to visit www.aboutcookies.org which contains comprehensive information on how to control and delete cookies. Please be aware that restricting cookies may impact on the functionality of our website. If you wish to view your cookie code, just click on a cookie to open it. You'll see a short string of text and numbers. The numbers are your identification card, which can only be seen by the server that gave you the cookie. For information on how to do this on the browser of your mobile phone you will need to refer to your handset manual. To opt out of third parties collecting any data regarding your interaction on our website, please refer to their websites for further information.

Third-party disclosure

We do not sell, trade, or otherwise transfer your personal information to third parties unless we provide you with advance notice via this privacy policy. Please note, this does not include website hosting partners and server administrators who assist us in operating our website, conducting our business, or serving our users who are all required to keep any information they receive as confidential.

We may release information when we are required to do so in order to comply with the law, enforce our site policies, or protect ours or other people's legal rights, property or safety.

Aggregate, non-personally identifiable visitor information may be provided to other parties for the purpose of marketing and advertising NHS Go more effectively online.

Personally identifiable information, including IP address and browser fingerprint, may be made available to other parties for the purposes of retargeting advertising, and generating service-usage statistics, that may be used to grow the user-base of the app and improve the functionality or utility of the app going forward.

The third-party providers referenced in this section are listed below.

Third-party providers

We receive services from the following providers:

  • Google (Google Analytics, Demographics and Interests Reporting, DoubleClick Platform Integration, Google Website Optimiser, Google Tag Manager)
  • Facebook (Facebook Pixel, Facebook Ad Retargeting, Facebook Ad Conversion Tracking)
  • HashIntel (HashJS, HashADLINK, HashADPRO, iosHash, droidHash)

These tools enable us to target advertising and marketing online to audiences that 'lookalike' existing audiences. They allow us to produce individualised messaging targeted at demographic subsets of users who we predict may respond better to certain forms of messaging. Ultimately, they allow us to deliver a more customised and useful array of content in-app, and bring more users aboard in the first place through better placement of our advertising.

Some of the cookies utilised by these third party providers may be first party cookies (such as the Google Analytics cookies which is where a small amount of text is stored in a user's computer which is created by the website that the user is visiting) and others may be third party (such as the DoubleClick tracking cookie which is used by Google for ad tracking purposes). Users may opt out of receiving app and website functionality reliant on the above third party services by following instructions on the websites of the respective provider organisations.

Google: https://www.google.co.uk/ Facebook: https://www.facebook.com/ HashIntel: https://www.hashintel.com/

Your data is at all times password protected and securely stored on servers hosted with Amazon Web Services (https://aws.amazon.com/), Microsoft Azure (https://azure.microsoft.com/en-gb/), Soho Strategy (https://www.sohostrategy.com/) and HashIntel (https://www.hashintel.com/).

We do not include or offer third party products or services on our website.

Changes to our policy

Any modifications or updates to this privacy policy will be announced and listed here in advance of coming into force. We currently do not, and will never in the future sell or exchange your personally identifiable information without requesting your explicit consent first.