PHARMA CONNECT – TERMS OF SERVICE

 

Last updated: 11th March 2026

 

Pharma Connect is a specialist digital renomination and patient engagement service operated by DHM Digital Limited (Company Number 16953956).

 

These Terms of Service explain how Pharma Connect operates, how pharmacy and patient data is handled, and the responsibilities of both parties when using the service.

 

By engaging Pharma Connect, you (“the Pharmacy”, “you”, “your”) agree to these Terms.

 

1. About Pharma Connect

 

Pharma Connect is a pharmacy-specific service designed to help community pharmacies build their online presance using advanced digital systems

 

Pharma Connect does not provide clinical services, dispensing services, or medical advice. All clinical responsibility remains with the Pharmacy.

 

2. Ownership & Operation

 

Pharma Connect is owned and operated by:

 

DHM Digital Limited

 

Company Number: 16953956

 

Registered in England and Wales

 

DHM Digital Limited is responsible for service delivery, data processing, security, and compliance.

 

3. Scope of the Service

 

Pharma Connect supports pharmacies by:

 

Re-engaging eligible patients whose nominations have moved

 

Supporting informed, patient-initiated renomination

 

Providing structured communication workflows

 

Recording patient outcomes

 

Reporting renomination and engagement results back to the Pharmacy

 

Pharma Connect does not:

 

Change EPS nominations directly

 

Access pharmacy PMR systems

 

Make clinical decisions

 

Contact patients outside authorised campaigns

 

4. Data Protection & Confidentiality

 

Data Protection, Agency and Processing

 

When providing the Pharma Connect service:

 

The pharmacy (“Client”) acts as the Data Controller for all patient personal data at all times.

 

Pharma Connect acts solely as the Data Processor and authorised agent, processing personal data only on the documented instructions of the Client and strictly for the purposes of delivering the Pharma Connect service.

 

The Client confirms that:

 

It has carried out its own review of lost patient nominations, and

 

It will provide only records relating to patients where it is not aware that the patient knowingly authorised a nomination change.

 

Pharma Connect shall:

 

Contact only those patients identified and authorised by the Client

 

Limit all patient contact to confirmation of nomination awareness

 

Use neutral, factual, and non-promotional communication

 

Cease processing immediately where a patient confirms the change was authorised

 

Pharma Connect shall not:

 

Independently determine which patients are contacted

 

Market pharmacy services to patients

 

Interfere with legitimate patient choice

 

Process personal data for any purpose outside the agreed service scope

 

All data processing is governed by the applicable Data Processing Agreement, which forms part of these Terms.

 

Pharma Connect recognises the sensitivity of pharmacy and patient data and applies healthcare-grade data protection standards at all times.

 

The service operates in compliance with:

 

UK GDPR

 

Data Protection Act 2018

 

ICO guidance

 

NHS data protection principles (where applicable)

 

The Pharmacy remains the Data Controller.

 

Pharma Connect acts solely as a Data Processor, under the Pharmacy’s instruction.

 

5. Patient Data Use & Limitations

 

Only the minimum data required to deliver the service may be shared, typically:

 

Patient name

 

Postal address

 

Telephone number

 

Date the EPS nomination moved

 

No clinical records, prescription history, diagnoses, or NHS numbers are required or processed.

 

Patient data is used only to:

 

Deliver the renomination service

 

Record engagement outcomes

 

Report results back to the Pharmacy

 

Patient data is never used for marketing, resale, profiling, or third-party purposes.

 

6. Data Security Measures

 

Pharma Connect applies appropriate technical and organisational safeguards, including:

 

Encrypted data transfer and storage

 

Restricted, role-based access

 

Secure systems and monitoring

 

No unnecessary duplication of data

 

Data minimisation at every stage

 

7. Data Retention & Deletion

 

Patient data is retained only for the duration required to deliver the service and reporting.

 

Upon completion and Pharmacy acceptance of outcomes:

 

Patient data is securely deleted

 

Backups are removed in line with deletion cycles

 

Written confirmation of deletion is provided

 

8. Pharmacy Responsibilities

 

The Pharmacy agrees to:

 

Provide accurate and lawfully obtained data

 

Confirm an appropriate lawful basis for patient contact

 

Ensure communications comply with NHS, ICO, and regulatory guidance

 

Maintain its own patient consent and record-keeping obligations

 

The Pharmacy remains responsible for:

 

Clinical decisions

 

Patient relationships

 

EPS nomination rules

 

Communications outside the Pharma Connect service

 

9. Pharma Connect Responsibilities

 

Pharma Connect is responsible for:

 

Secure handling of all shared data

 

Delivering the service as described

 

GDPR-compliant processing

 

Reporting outcomes transparently

 

Acting only on Pharmacy instruction

 

Pharma Connect does not provide clinical advice or access pharmacy systems.

 

10. Sub-Processors

 

Where infrastructure services are required (e.g. secure hosting or messaging platforms), Pharma Connect uses GDPR-compliant sub-processors under strict contractual controls.

 

Sub-processors may only process data on Pharma Connect’s behalf and for the agreed purpose.

 

11. Fees & Billing

 

Service fees, pricing models, and any performance-based arrangements are agreed separately at the point of engagement.

 

No fees are charged outside agreed terms.

 

12. Limitation of Liability

 

Pharma Connect will take all reasonable steps to deliver the service securely and professionally but cannot be held liable for:

 

Errors caused by inaccurate data supplied by the Pharmacy

 

Regulatory consequences arising from Pharmacy misuse of data

 

External system failures beyond reasonable control

 

Liability is limited to fees paid in the preceding 4 weeks, except where limited by law.

 

13. Termination

 

Either party may terminate the service with written notice.

 

Upon termination:

 

Processing ceases

 

Data is deleted upon request

 

Access to reports ends

 

Confidentiality and data protection obligations survive termination.

 

14. Governing Law

 

These Terms are governed by the laws of England and Wales, with exclusive jurisdiction of the English courts.

 

15. Contact Information

 

Pharma Connect

 

Operated by DHM Digital Limited

 

Company Number: 16953956

 

Moorgate Crofts Business Centre,

 

South Grove, Rotherham, S60 2DH