Privacy Policy

BookMyDentist and BookMyHealth are trading names of Smile Connect Ltd, a company registered in England and Wales (Company Number 16375461) with its registered office at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ.

For the purposes of UK data protection law (the UK GDPR and the Data Protection Act 2018), Smile Connect Ltd is the data controller responsible for your personal data when you use our platform at bookmydentist.co.uk or bookmyhealth.co.uk.

If you have any questions about this policy or how we handle your data, please contact us at hello@bookmyhealth.co.uk.

We are registered with the Information Commissioner's Office (ICO) under registration number ZC018473.

The data we collect depends on how you use BookMyHealth.

For patients:

• Account data — your name, email address, phone number, date of birth and a hashed version of your password.
• Medical data — medical history, allergies, medications and conditions that you enter yourself.
• Booking data — appointments, booking references and your consultation history.
• Assistant data — what you tell our AI assistant (Milo), used to answer you. We don't keep it, except a conversation in which Milo gave emergency or urgent advice (see “Milo, Our AI Assistant” below).
• Consultation data — virtual consultation records, pre-consultation briefs and clinical summaries.
• Payment data — payments are processed by Semble via Stripe. We do not store your card numbers.
• Usage data — pages visited, search queries, device information and IP address.
• Communication data — secure messages and voice notes exchanged through the platform.
• Identity verification data — the type of ID used and your verification status. We do not store copies of your ID.
• Review data — ratings and reviews you leave.

For practitioners:

• Professional data — your name, professional registration number (for dentists, your GDC number), qualifications, biography, photo, languages spoken and services offered.
• Provider linkage — the practice, laboratory or clinic (or several) you are associated with.
• Virtual care application — indemnity insurance details, availability and the consultation types you offer.
• Clinical data — consultation notes, triage summaries and prescriptions, stored in Semble.

For providers (practices, laboratories and clinics):

• Provider data — name, address, professional registration and CQC numbers where they apply, phone, website, description and opening hours. If you start registering and confirm your email before finishing, we keep what you entered so you can pick up where you left off, send you one reminder, and may contact you to help you finish.
• Connection data — practice management software type and encrypted API credentials (held by Leyr, our practice-connectivity provider).
• Subscription data — plan type and billing contact. Payment details for your subscription (a card or a Bacs Direct Debit) are entered on Stripe's own page and held by Stripe; we keep only a description such as “Visa ending 4242”, never the card or account number.

We collect your personal data in the following ways:

• Directly from you — when you create an account, book an appointment, complete triage or contact us.
• From your practice management software — via Leyr's API (our practice-connectivity provider), and only the data that the practice has granted us access to.
• From AI triage interactions — as you use our AI triage tool.
• Automatically — through cookies, analytics and device information as you browse the site.

We only process your personal data where we have a lawful basis to do so under the UK GDPR. The table below sets out our main purposes and the corresponding lawful basis.

Special category (health) data is processed under Article 9(2)(h) UK GDPR — necessary for the provision of health care with appropriate safeguards. It is also processed on the basis of your explicit consent where you voluntarily enter your medical history.

Event emails. If you ask us to, we email you about events near you — at most two a month, one per event. We use the postcode you give us for this and nothing else, and delete it when you turn event emails off. We choose who hears about an event only by that postcode and the event's distance — never by your health, your bookings or your medical history. The practice running the event never receives your details. We keep a record of when you turned event emails on or off, and the wording you agreed to, so we can show your consent.

Your signed medical history is shared only with the practice you have booked, for that appointment, and only once the booking exists — never with a practice you haven't booked. Where the practice's own software is connected, it is added to your record there as a new, dated entry; in Cliniko, a completed form plus a medical alert for each of the few items that must not be missed (allergies, blood thinners, bleeding disorders, diabetes, immune-suppressing medicines and bone-strengthening medicines). We never change or remove anything already in your record there.

We take the security of your data seriously and apply the following measures:

• Database — hosted on Supabase in the London, UK region.
• Encryption — AES-256 at rest and TLS 1.2+ in transit.
• Practice credentials — encrypted by Leyr, our practice-connectivity provider, using separate keys.
• Payments — processed via Stripe (PCI DSS Level 1). We never see or store your card numbers.
• Voice notes — held in private encrypted storage with signed URLs that expire when the consultation thread archives.
• Photos — stored as encrypted clinical images.
• Passwords — hashed with bcrypt.
• Access controls — role-based access (patient, practitioner, provider admin, platform admin).
• Row Level Security — enforced at the database level.

We share your data with the following trusted sub-processors, only as needed to run our service:

We NEVER sell your data.

We NEVER share your data with advertisers.

We NEVER share patient data between providers — each practice or clinic only sees their own patients.

Our website includes “Milo”, an AI-powered assistant that helps you find care on BookMyHealth and book it. Milo is an automated assistant, not a clinician: he never diagnoses, and nothing he says is clinical advice or a decision producing legal effects about you. Please don't share your name, contact details, NHS number or other identifiers in the chat — the booking process collects what's needed.

What we keep. We do not keep your conversation with Milo. The one exception is a conversation in which Milo gave emergency or urgent advice (for example, to call 999 or NHS 111). We keep that conversation so our clinical team can check the advice was right and make Milo safer. Before it is kept, contact details and identifiers you typed (email addresses, phone numbers, NHS and National Insurance numbers, card numbers, dates, street addresses and the last part of postcodes) are removed. It is linked to an anonymous chat identifier, never to your name or account. It is encrypted, only our administrators can open it, every time someone opens it is recorded, and it is deleted 30 days after the conversation started. A conversation in which you told Milo you were in crisis, or he gave you the Samaritans or crisis line, is never kept — only the safety log below records that it happened.

A note for the practice — only if you choose. When Milo opens a booking he may suggest a short note for the practice (a few plain words about the appointment, and anything you asked him to pass on). You see the exact words, can change them, and nothing is sent unless you tick the box and then book with that practice in the same browser tab, signed in, within 24 hours (booked on another device or later, the note isn't attached). The note goes to that practice only, with your booking; it is protected like your medical history (encrypted, only that practice can open it, and every time it is opened is recorded), kept with the booking, and deleted if you delete your account. A note you shared but didn't book with is deleted after 24 hours.

Safety log. Each time Milo gives emergency, crisis or urgent advice we record that it happened: the type of advice, whether our automatic red-flag check or Milo raised it, and the time. This record contains nothing you said and no health details, and we keep it for 12 months to monitor the assistant's safety.

Who processes it. To write Milo's replies, your messages are sent to Anthropic (our AI provider, in the USA), which does not use them to train its models. See “International Transfers” for how that transfer is protected.

Our lawful basis. Answering you uses your messages to provide the service you asked for. Keeping an emergency or urgent conversation, and the safety log, is for patient safety and the clinical governance of our service (UK GDPR Article 6(1)(f) legitimate interests, and Article 9(2)(h) with the Data Protection Act 2018, Schedule 1, paragraph 2, for health information, under the responsibility of a registered health professional).

• Milo's urgency assessment is not a medical diagnosis.
• Milo doesn't accept photos.
• When Milo shows practices and appointment times, they come from the practices' own listings and diaries; Milo never books or takes payment — you check the details and confirm on the practice's page.

• Virtual consultations are provided under Smile Connect Ltd's CQC registration.
• Consultation records are clinical records subject to healthcare retention requirements.
• Identity verification takes place at the start of each consultation.
• Secure messages between patient and practitioner form part of the clinical record.

We keep your data only for as long as necessary. Our standard retention periods are:

Under the UK GDPR you have the following rights:

• Right of access — request a copy of your data (a subject access request, or SAR).
• Right to rectification — correct inaccurate or incomplete data.
• Right to erasure — the "right to be forgotten". Note that clinical records may be exempt under our healthcare retention obligations.
• Right to restrict processing — limit how we use your data.
• Right to data portability — receive your data in a portable format.
• Right to object — object to certain processing.
• Rights regarding automated decision-making — note that AI triage involves automated processing but makes no binding clinical decisions; all clinical decisions are made by qualified clinicians.
• Right to withdraw consent — where we rely on your consent, you may withdraw it at any time.

Many of these choices are yours to make directly: Dashboard → Settings lets you switch off appointment reminders, review invitations, waitlist offers and check-up reminders, stop your medical history being placed in your practice's software, and turn analytics off. Emails about your own bookings — confirmations, changes, cancellations and one-time sign-in codes — are always sent, so you have a record of what you booked. Every check-up reminder also carries a one-click unsubscribe link, which sets the same switch.

To exercise any of these rights, email us at hello@bookmyhealth.co.uk. We will respond within 30 days.

We use cookies to run and improve our platform. For full details, please see our cookie policy.

• Essential — authentication and security.
• Analytics — anonymised usage, only if you accept them in the banner. Signed-in users can also switch analytics off in Settings; either choice stops collection.
• Preferences — language and dark mode.

We do not use advertising or tracking cookies.

BookMyHealth is not directed at children under 16. Children's appointments must be booked by a parent or legal guardian. We do not knowingly collect data from children under 16 without parental consent.

Your data is primarily stored in the UK (Supabase, London region). Some of our sub-processors may process data outside the UK. Where this occurs, we ensure appropriate safeguards are in place through Standard Contractual Clauses or UK adequacy decisions. Messages you send to Milo, and practices' blank forms read for them, are processed by Anthropic in the USA under Anthropic's Data Processing Addendum, which includes the Standard Contractual Clauses with the UK International Data Transfer Addendum.

We may update this policy from time to time. We will notify you of any material changes by email. Continued use of the platform after notification constitutes acceptance of the updated policy.

If you have a concern about how we handle your data, please contact us first at hello@bookmyhealth.co.uk so we can try to resolve it.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.