Privacy policy

PatientPack is provided by Substrakt Health Limited ("We" or "Substrakt Health"), a company registered in England with company number 09745077 with registered offices at 2A Victoria Works, Vittoria Street, Birmingham, B1 3PE

We are committed to protecting and respecting your privacy and data.

Data Storage

The following data we hold on you and any people that you link to your account.

We store personal information to allow you to create a secure account and match you to your GP record:

  • Name
  • Date of Birth
  • Practice you are registered at
  • Identification number to connect to your health record e.g. NHS number
  • Email address and/or phone number

In order to show and track prescription requests made on the website, we hold:

  • When medication was requested
  • The type and dose of medication requested
  • The practice’s response to your request

In order to manage online appointments, we hold the details of appointments made through the website including the time, location and type of appointment made.

In order to only provide services that you have given your permission to be used for we track any acceptance or rejection of consents required within the application. These may differ per practice.

To resolve any issues we rely use an external support management for tracking issues raised on the app. When submitting a support request your account information is processed and the request you make are stored on their servers.

In order to improve the usability of the app we send anonymised information to an analytics service with an anonymised session id, device information and the url of pages visited.

For auditing purposes we store pages accessed and events triggered in the application and the IP address the request was made from so that we can track when elements of your health record were accessed.

All data is stored in the UK, under UK regulations and on encrypted databases.


The data in cookies that we add to your browser include:

  • An encrypted session identifier to identify you and keep you logged in
  • Your username only if you’ve requested the application to remember you

Data Processing

After a completing registration, we will access your health data from your practice via your NHS accredited GP Clinical System provider.

All data that you submit to is transferred and processed via encrypted connections.

Please read the fair processing notice for more information on your rights