Terms of use

These terms & conditions govern the use of this website.

They incorporate by reference our privacy policy, which sets out what personal and other information we collect about you and your usage of our website and how we will treat that information. You can access our privacy policy by clicking here.

By using our website, you accept these terms and conditions and our privacy policy in full.

(1) Information about us

We, Healthcare at Home Ltd, operate our website and control how all information obtained from it is used and processed.

We are a private limited company registered in England & Wales under registration number 02759609.

Our registered address is:

Healthcare at Home Ltd

107 Station Street,
Burton upon Trent,
Staffordshire,
DE14 1SZ, UK

You can contact us by email. Please click here to access our contacts page.

Our VAT number is 873342418.

(2) Licence to use our website

Unless otherwise stated, we and/or our licensors own the intellectual property rights in the website and all material on the website. Subject to the licence below, all these intellectual property rights are reserved.

You may view, download for caching purposes only, and print pages from the website for your own personal use or own internal business purposes, subject to the restrictions set out below and elsewhere in these terms and conditions.

You must not:

(a) republish or redistribute material from this website (including republication on another website) except for content specifically and expressly made available for redistribution;

(b) sell, rent or sub-license material from the website;

(c) reproduce, duplicate, copy or otherwise exploit material on our website for a commercial purpose, save your own internal business purposes; or

(d) edit or otherwise modify any material on the website.

Where content is specifically made available for redistribution, it may only be redistributed within your organisation.

You must not remove any indications of ownership from any copies, screenshots or downloads that came from our website under any circumstances. Where no such indications exist, our status (and that of any identified contributors and/or licensors) as the authors of material on our website must always be acknowledged.

(3) Links to and from other websites and use of other's brands

You may create links to the homepage of our website, but no other page, provided in doing so, you comply with all the other provisions of this paragraph. You must do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists, or which implies that any of the content of our website is your own or licensed to you, or which otherwise amounts to framing. You must not establish a link from any website that is not owned by you.

We reserve the right to withdraw linking permission without notice.

Our website contains links to websites operated by other persons. These links are provided for your convenience only. Other sites are not under our control and we are not responsible for their contents. The existence of links from our website to other sites is not an endorsement by us of the other websites or the products, services or information they contain. Any queries about other sites should be directed to their operators. If you decide to access other websites using the links we provide, you do so entirely at your own risk. If you download or otherwise access information, documents or other files or media from such other websites, you do so subject to the terms and conditions imposed by the persons who own or operate those websites.

"Healthcare at Home" and our "H+" logo are trademarks of ours. Except where permitted by applicable law, these terms, or otherwise set out in our website, you may not use such trademarks under any circumstances without our prior written consent.

In addition, our website may include from time to time the names, logos, trademarks and/or other intellectual property of one or more third parties (for example, YouTube and its associated logo), which we use under licence in each case. Except as permitted by applicable law or these terms of use, you may not reproduce or use such names, logos, trademarks or other intellectual property for any purpose without the prior written permission of the relevant third party or parties.

(4) Acceptable use

You must not use our website in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of the website; or in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity.

You must not use our website to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software.

You must not conduct any systematic or automated data collection activities (including without limitation scraping, data mining, data extraction and data harvesting) on or in relation to our website without our express written consent.

You must not use our website to transmit or send unsolicited commercial communications.

You must not use our website for any purposes related to marketing without our express written consent.

(5) Restricted access

We reserve the right to restrict access to other areas of our website, or indeed our whole website, at our discretion.

If we provide you with a user ID and password to enable you to access restricted areas of our website or other content or services, you must ensure that that user ID and password is kept confidential.

We may disable any user ID and password we provide to you at our sole discretion without notice.

(6) Limited warranties

The information contained in our site has been published in good faith and with the aim of ensuring its accuracy, but in certain cases it may be incomplete, out of date or incorrect as at the time you view them and should be treated as being indicative only. If we become aware of any material inaccuracies in the information in our site, we will use reasonable efforts to correct the same.

To the maximum extent permitted by applicable law we exclude all representations, warranties and conditions relating to this website and the use of this website (including, without limitation, any warranties implied by law of satisfactory quality, fitness for purpose and/or the use of reasonable care and skill).

(7) Limitations of liability

Nothing in these terms and conditions (or elsewhere on our website) will exclude or limit our liability for fraud, for death or personal injury caused by our negligence, or for any other liability which cannot be excluded or limited under applicable law.

Subject to this, our liability to you in relation to the use of our website or under or in connection with these terms and conditions, whether in contract, tort (including negligence) or otherwise, will be limited as follows:

(a) we will not be liable for any consequential, indirect or special loss or damage;

(b) we will not be liable for any loss of profit, income, revenue, anticipated savings, contracts, business, goodwill, reputation, data, or information;

(d) we will not be liable for any loss or damage arising out of any event or events beyond our reasonable control;

(e) our maximum liability in relation to any event or series of related events will be limited to £100.00.

(8) Indemnity

You hereby indemnify us and undertake to keep us indemnified against any losses, damages, costs, liabilities and expenses (including without limitation legal expenses and any amounts paid by us to a third party in settlement of a claim or dispute on the advice of our legal advisers) incurred or suffered by us arising out of any breach by you of any provision of these terms and conditions, or arising out of any claim that you have breached any provision of these terms and conditions.

(9) Breaches of these terms and conditions

Without prejudice to our other rights under these terms and conditions, if you breach these terms and conditions in any way, we may take such action as we deem appropriate to deal with the breach, including suspending your access to the website, prohibiting you from accessing the website, blocking computers using your IP address from accessing the website, contacting your internet service provider to request that they block your access to the website and/or bringing court proceedings against you.

(10) Variation

We may revise these terms and conditions from time-to-time. Revised terms and conditions will apply to the use of our website from the date of the publication of the revised terms and conditions on our website. Please check this page regularly to ensure you are familiar with the current version.

(11) Assignment

We may transfer, sub-contract or otherwise deal with our rights and/or obligations under these terms and conditions without notifying you or obtaining your consent.

You may not transfer, sub-contract or otherwise deal with your rights and/or obligations under these terms and conditions.

(12) Severability

If a provision of these terms and conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect. If any unlawful and/or unenforceable provision would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.

(13) Exclusion of third party rights

These terms and conditions are for the benefit of you and us, and are not intended to benefit any third party or be enforceable by any third party. The exercise of our and your rights in relation to these terms and conditions is not subject to the consent of any third party.

(14) Entire agreement

These terms and conditions, together with our privacy policy, set out the entire agreement between you and us in relation to your use of our website. If you have entered into an agreement with us regarding your use of our website at an earlier date, that older agreement is replaced by this one, and no longer has any legal effect.

In entering into these terms and conditions and our privacy policy with us, you agree that you have not relied, and are not now relying on any statement that we may have made to you that is not set out in writing in these terms and conditions or in our privacy policy, including any representation or warranty.

(15) Law and jurisdiction

These terms are governed by English law. Except as otherwise set out in this paragraph, any disputes related to these terms shall only be resolved in the English courts. You are taken to waive any objection to such jurisdiction or venue. We may bring court proceedings for an injunction or any similar relief in the courts of any jurisdiction to restrain or prevent any breach of these terms by you.

These terms and conditions are based on a version provided courtesy of Website Contracts and Website Law

Privacy policy

This policy sets out the personal and other information we, Healthcare at Home Ltd, collect about you and your usage of our website, when you visit our website, and how we will treat that information, including that it may be processed in the United States.

If you do not wish us to use your personal and such other information in the manner set out in this policy, please do not use our website.

This policy forms part of our Terms and Conditions, which can be accessed by clicking here.

Download our Privacy Policy here: Privacy Policy.

(1) In order to deliver our services to you

We collect and process information about you from a variety of sources

Information we receive from other sources - the Hospital Trust, consultants, GPs, others involved in your care

Information you give us - by filling in forms or talking to us, communicating with us by telephone or in writing

Information we collect about you - technical information when you visit our website

This policy explains how Healthcare at Home uses any personal information we collect about you and your rights in relation to that information. “Personal information” refers to any item of data that identifies you as an individual or is capable of doing so and “we”, “us” or “our” in this policy refers to Healthcare at Home.

(2) How we will use your data

Keep your data confidential

Use it lawfully, fairly and in a transparent way

Keep it only as long as necessary for the purposes we have told you about

Protect your data and keep it secure

To manage the provision of your healthcare

(3) Setting up and delivering our services to you

To create and maintain a record of your care and treatment and to communicate with your hospital and doctors

To create and manage your prescription records

To contact you to arrange your delivery

To allow us to dispense and deliver the correct medication to you

To facilitate a nurse or healthcare professional to visit you (if necessary)

To answer any questions or concerns you may have and provide customer support

To provide pharmacy services to you and give you information about your medication

To ensure that we charge the NHS or other bill payer the correct amount for our services delivered to you

To provide regular reminders in accordance with your service, e.g. for deliveries, nurse visits or medication

For remote care, using technology platforms and assessments, as required for your service

To enhance staff safety, we utilise secure audio recording devices that may be activated in emergency situations

Where necessary, capture CCTV images for training purposes and for the prevention and detection of crime

Where your care is funded, to communicate with private medical insurance companies

(4) Service Improvement

To train our staff in the delivery of clinical care services

To manage and resolve any issues you may have – missed or late deliveries, complaints, incidents

To record and manage (where appropriate) any adverse events or side effects relating to your medication that you tell us about

To capture information regarding an incident to ensure the safety of our employees

To escalate concerns regarding you and your care to ensure you are safe

To enable us to register and investigate incidents and complaints

To enable the storage, archive and disposal of paper documentation

To help us to improve the quality of our services based on your feedback

To conduct patient engagement surveys and see how well we are doing. These surveys could be generated by Healthcare at Home, NHS Trusts or Pharma companies all of which are third parties we use to deliver our services to you. We may carry out the surveys by email or by phone and may send you a text message to direct you to the survey link.

To keep an audit trail for the services we provide, e.g. recording of calls, system logs

(5) Who will we share your data with

We want to earn and maintain your trust, and protect your data. However, we do share your data with the following categories of organisations as an essential part of being able to provide our services to you, as set out in this statement:

Companies in the Healthcare at Home group, as sometimes different bits of our group are responsible for different processing activities

Companies/organisations that do things to get your medication and any devices or ancillaries needed to you, such as delivery companies

Professional service providers, such as marketing agencies, advertising partners and website hosts who help us run our business

Our regulators

Private medical insurance companies if they fund your care

There are many examples of third-party data processors we use, for example, third party logistics drivers to deliver your modifications and companies that assist us to carry out our functions in relation to patient surveys.

We may share your information with selected third parties, who we use to process your personal information on our behalf. Where a third party data processor is used / whenever your data is shared, we will ensure that they operate subject to contractual restrictions with regard to confidentiality and security in addition to obligations imposed by data protection legislation.

Healthcare at Home processes and holds all its data within the UK and the European union and its data is subject to all current UK and EU data protection and usage regulations.

Further information on these regulations can be accessed via the Information Commissioner’s Office website, particularly with regard to the two main sets of regulations applicable to Healthcare at Home, which are the ‘Guide to Privacy and Electronic Communications Regulations’ (PECR) and ‘General Data Protection Regulations’ (GDPR).

Visit the ICO’s website at www.ico.org.uk

(6) Keeping your data

We’ll only hold on to your information for as long as is needed to be able to provide services to you, or (in the case of any contact you may have with our Customer Care team) for as long as is necessary to provide support-related reporting and trend analysis only.

If reasonably necessary or required to meet legal or regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions, we may also keep or hold of some of your information as required, even after it is no longer needed to provide the services to you.

(7) Your rights

You have a lot of rights relating to your personal information:

The right to be informed about how your personal information is being used

The right to access the personal information we hold about you

The right to request the correction of inaccurate personal information we hold about you

The right to request that we delete your data, or stop processing it or collecting it, in some circumstances

The right to stop direct text messages, which you can do by replying STOP to the message

The right to withdraw consent for other consent-based processing at any time

The right to request that we transfer or port elements of your data either to you or another service provider

The right to complain to your data protection regulator - in the UK, the Information Commissioner’s Office

(8) Changes to how we protect your privacy

We may change this page from time to time, to reflect how we are processing your data.

If we make significant changes, we will make that clear on the Healthcare at Home website or by some other means of contact such as email, so that you are able to review the changes.

(9) How to contact us

If you want to exercise your rights, have a complaint, or just have questions, please contact us by writing to The Head of Information Governance and Security at Healthcare at Home, 107 Station Street, Burton-on-Trent DE14 1SZ or by emailing on infogov@hah.co.uk.

Data Protection

(1) Data protection disclaimer

We will not sell or share your private information with third parties unless we are required by law to do so.

(2) What we collect

We collect, store and use the following kinds of information relating to you and your use of our website:

(3) How we collect such information

We may collect the following information via this form: name, email address, contact number, post code and relevant message. This information is collected to allow us to contact and help you with your initial enquiry.

(4) What we do with the imformation we collect

  • Your submission will be stored on our website Admin area, which is only accessible by authorised personnel, and a copy of it will be sent to a member of relevant department mailbox so it can be dealt with properly and in a timely manner.
  • We may use the information to improve our products and services.
  • After the initial contact is made, all your relevant information submitted via this form will be deleted unless you let us know, in writing, that you would like us to keep it for future project opportunities.

To Get in Touch

Give us a call on: 0333 103 9499

(Monday to Friday 8am to 8pm)

(Weekends & Bank Holidays 8am to 4:30pm)

Email us at:

For general enquiries, email hahenquiries@hah.co.uk

When the pharmacy is closed, if you urgently need medical help or advice, but it’s not a life-threatening situation, contact NHS 111, by calling 111. Information can also be accessed at www.nhs.uk

Send an enquiry

[hah-contact-form]
Press Enquiries

Journalists and media enquirers are asked to contact the Healthcare at Home team on 0333 207 9871 or media requests can also be sent via email to comms@hah.co.uk

For patients please visit our Get in Touch page for contact details.

Our Head Office:

107 Station Street, Burton upon Trent, Staffordshire, DE14 1SZ, UK

Our registered Pharmacies are:

Fifth Avenue, Centrum 100, BURTON-ON-TRENT, Staffordshire, DE14 2WS, UK. General Pharmaceutical Council Registration 1084907



Plot 7, Junction Close, Green Lane Industrial Park, Featherstone, PONTEFRACT, West Yorkshire, WF7 6TA, UK. General Pharmaceutical Council Registration 1092334

© 2019 Healthcare at Home Ltd. All Rights Reserved.
Registered in England and Wales No.02759609.
Reg office: 107 Station Street, Burton-on-Trent, Staffordshire, DE14 1SZ, UK