We are currently experiencing some technical issues with our inbound and outbound telephone lines which means that some patients may not be able to get through to our teams.  We are investigating this issue as a priority with our telephony provider.  During this time, we would ask that if patients need to contact us with an urgent enquiry, they use our contact form until we have resolved this issue.https://www.sciensus.com/help/help-and-support/#patient-contact

Sciensus Intouch privacy policy

How we use your personal information

Last updated 11 January 2023

This privacy notice relates to Sciensus Intouch provided by Sciensus Pharma Services Limited – which will be made available to you as a download (the “Native Version”) through which you can access certain online Sciensus Pharma Services Limited services.

We make changes to the privacy notice from time to time. Any changes we may make will be posted on this page so please check back frequently.

The main Sciensus Pharma Services Limited patient privacy notice provides you with additional information about how we use your patient data more generally and can be found at  https://www.sciensus.com/patient-privacy-notice/

At the bottom of this notice, we will ask you to confirm you have read and understood the privacy notice. The privacy notice is available to read via the settings folder within the App once logged on.  These are the terms which apply and shall be incorporated into our contract with you.

The App experience / data analytics tool used to track your usage of this App forms part of this policy.  You will be asked to opt into these Terms but do not need to accept them to access our App at the bottom of this page.

Our commitment to protecting your personal information

We will always keep your data safe and secure and only use it for the purposes it was obtained. We will ensure we record the lawful grounds for the use of your data and keep you informed of any changes. Where we need to seek your consent, we will do so.

In our main Patient Privacy Notice we have detailed our lawful grounds, however these are continually under review and we carry out data protection impact assessments when we are considering changing the use of your personal information where we identify a potential impact. This Privacy Notice explains to you as the patient, or connected recipient to the patient of  Sciensus, how we use your personal information when you use the Sciensus Intouch patient app.

This privacy notice explains the following:

  • the services available via Sciensus Intouch and who is involved
  • what information is collected about you
  • what information is held about you and where that information is obtained
  • how your personal data is used and why
  • where your data is stored
  • your rights
  • points of contact for queries, objections and complaints
The Sciensus Intouch services

The Sciensus Intouch platform provides Sciensus Pharma Services Limited patients with functionality that helps them to manage their treatment and interactions with Sciensus Pharma Services Limited. For example, viewing information about your treatment or obtaining useful information relevant to your condition. These can be viewed by following links embedded into the App.

Logging On

Sciensus Intouch always require you to enter a strong password. The app will lock after a period of inactivity which can be unlocked with a PIN if you have set one unless you have logged out.

Sciensus Intouch messaging

Sciensus Pharma Services Limited live chat enables you as the patient to chat in real time with one of our customer services representatives. To view our Privacy Notice for your use of the Live Chat service please click here

Sciensus Intouch notifications

Where applicable, you will have control when setting up and stopping notifications for medication reminders. All notifications can be enabled or disabled through the configuration settings of a supported device. Sciensus Intouch will request your permission to enable notifications on first use and this choice will be maintained until you modify it or uninstall the application from the device.

What information we collect about you and how it is used

We only collect the minimum information from you that is necessary to provide the service and those different types of data are explained below.

We will collect information about you when you go through the onboarding process. As part of this process we will use a questionnaire to better understand how we best to interact with you as part of your treatment. We will use this to provide you with the most appropriate health information.


We’ll also collect information about your health, including mental and physical wellbeing, how you are feeling and whether you are keeping up with your medication. We will use a voluntary questionnaire to capture this information. We will use this to tailor our support to you and will enable us to improve our service offering to patients. We won’t share your personal data with anyone unless required to do so by law. We may analyse your response and share or publish trends based on aggregated data, but this will be anonymous and will not identify you.

Categories of information and personal data
Category of information Personal Data Special categories of personal data
Medicine Management Question Your response to the question, linked to your patient record. Will include information about your condition and lifestyle. Yes
Medicine taken Information you give us about when you take your medication, in response to reminders you setup. Yes
Goal question We will ask you if you want to set a goal, linked to your patient record and we will use this information to prompt you in line with the parameters you have set. Yes
Device ID When you download the App a Device ID will be created on your device. It will not directly identify you, but will enable us to improve your future experience by matching it with existing data already in our systems. No
Health Information When you complete voluntary questionnaires via the App Yes
How Sciensus Pharma Services Limited uses your personal data and why

The processing of your personal data is necessary to provide you with Sciensus Intouch services and ensure the functionality of the Sciensus Intouch works. You won’t be able to use Sciensus Intouch unless you have agreed to its terms of use and this privacy notice.

The organisation that’s the controller and/or processor of your personal data will depend on the information in question. We may need to share your personal information if we are required to do so by law.

Personal data for which Sciensus Pharma Services Limited is the controller within the scope of the Sciensus Intouch App.


Category of information Legal basis for using this data Retention period
Medicine management question This is necessary for the provision of healthcare or treatment and for the performance of a contract to which you are a party For the duration of your use of the service and then for 2 years after the end of your treatment period. Thereafter data will be anonymised and possibly used for ongoing analysis modelling.
Medicine taken This is necessary for the provision of healthcare or treatment and for the performance of a contract to which you are a party As long as is needed to be able to provide services to you, or for as long as is necessary to provide support-related reporting and trend analysis.
Goal question This is necessary for the provision of healthcare or treatment and for the performance of a contract to which you are a party. For the duration of your use of the service and then for 2 years after the end of your treatment period. Thereafter data will be anonymised.
Health information This is necessary to improve our service offering to patients, however is voluntary.
To enable us to provide Healthcare or treatment on behalf of the referring establishment/centre.
For the duration of your use of the service. Thereafter data will be anonymised and possibly used for ongoing analysis modelling.
Where this data is stored and processed

We only store and process your personal data within the UK and European Economic Area (EEA) for the processing of this App as detailed above.

As part of you reading and understanding the analytics notice if you have ticked to confirm you accept Google Analytics for Firebase operating on this App, please be aware that the ID attached to your device is personally identifiable data as it identifies your device.  This analytics data may be stored within the UK, EEA and/or internationally and is anonymise data and cannot be used to identify you.

The data that we hold on you forms part of your master patient record which is held on our secure Microsoft Azure hosting environment in the United Kingdom.  The data that is held on the App is extracted from our secure systems to enable you to interface on the App.  Our data is protected and  encrypted in storage and in transit using externally verified best practice security technology, including but not limited to, firewalls, SSL and encryption.

Your rights

Data Protection laws provide a number of rights to you. These rights and instructions on how to access these rights can be found in our main patient privacy notice.

Points of contact for queries

Should you have any queries or complaints in relation to the use of your personal data within Sciensus Intouch please contact our Data Protection Office / Information Governance and Security team at DPO@sciensus.com or by contacting our freephone number on 0800 917 4980.

If you find any problems with the service or would like to provide feedback you can do so via the feedback survey withing the service or via email at connectedPTApp@sciensus.com We endeavour to respond to all feedback within 10 business days or sooner.

This service is only intended to be used by patients directly receiving a service from us who are over the age of 17. If you believe that a child or someone who should not be using the service has accessed and/or provided data through it, you must report this at DPO@sciensus.com

We ask that you try to resolve any issues with us first, although you have a right to lodge a complaint with the Information Commissioner’s Office (ICO) at any time about our processing of your personal information.

The ICO is the UK regulator for data protection and upholds information rights. Contact the ICO