Privacy Policy
About You
Look Lovely Medical Aesthetics is committed to protecting the privacy of everyone who visits our clinics or our website. As a medical provider, we understand how important it is to safeguard personal and medical information, and we handle all personal data in line with the UK GDPR and the Data Protection Act 2018.
Who We Are
We value the trust you place in us and will never sell, rent or trade your personal information. This policy explains what personal information we collect, why we collect it, how we use it, and who we may need to share it with, including when we use WhatsApp, prescribe treatments that involve a pharmacy, or use AI tools as part of running the clinic.
The Types Of Data We Collect
We may collect and process the following personal information about you, as a result of Information you provide.
- Medical records: information from your consultation and consent forms, including your name, address, date of birth, email, phone number and relevant medical history, plus clinical notes and, where taken, before-and-after treatment photographs.
- Treatment enquiries: details you give us when you contact us about a treatment or appointment, such as your name, email and phone number.
- Website contact forms: your name, phone number, email and the reason for your enquiry, along with confirmation that you’re happy for us to contact you.
- WhatsApp and other messages: if you message us on WhatsApp or another messaging channel, we keep a record of that conversation in the same way as any other communication with you.
How We Communicate With You
We may contact you, or you may contact us, by phone, email, text message or WhatsApp — most often for appointment reminders and booking logistics, or to answer a general enquiry.
WhatsApp messages are sent through Meta’s platform rather than our clinic systems, so we’d rather you didn’t send us detailed medical history that way unless it’s necessary for your enquiry. If you’d prefer not to use WhatsApp, you’re welcome to reach us by phone or email instead — just let us know.
In short: We use WhatsApp for convenience — reminders, logistics and general questions. You can always ask to switch to phone or email instead. Messages are kept as part of your patient record, like any other communication
Prescriptions and Pharmacy Sharing
Where your treatment involves a prescription, your prescribing clinician needs to share the relevant details such as your name, date of birth, contact details, relevant medical history and the medication prescribed, with our nominated external pharmacy so they can safely dispense it.
We only share what the pharmacy needs to dispense your prescription. The pharmacy has its own legal obligations to look after your data properly, separate from ours.
How We Use AI Tools
We use AI tools, such as Claude and ChatGPT, to help with everyday tasks like drafting marketing content, appointment reminders and template replies to common questions.
We don’t put your identifiable personal or medical details into AI tools — they’re only used with anonymised or generic information, and any AI-drafted message that goes to a patient is checked by a member of our team before it’s sent. AI is never used to make decisions about your care or treatment; that’s always down to your treating clinician.
Our staff follow an internal AI Usage Policy that sets out what they can and can’t do with these tools, with a particular focus on protecting patient privacy.
How Is Your Information Used?
We use your personal information to:
- Provide the information, treatments, products and services you’ve asked for
- Create and record an appropriate treatment plan for you
- Communicate with you, including appointment reminders by email, phone, text or WhatsApp
- Keep a record of our communications with you
- Follow up after treatment and, where relevant, ask for feedback
- Share prescription details with our nominated pharmacy, where a prescription is needed
- Inform our business decisions and let you know about changes to our services
- Let you know about other services or products you may be interested in, based on what you’ve told us
Information Collected Via Website Browsing
Our website uses cookies to collect information about how it’s used — pages viewed, journeys through the site and, where relevant, products purchased. We don’t use cookies to collect your name, address or contact details.
What Are Cookies?
Cookies are small data files placed on your device as you browse our website. They help our site “remember” your device and are essential to how the website, including online bookings, works.
How Are Cookies Managed?
Some cookies are set by third parties who help us show relevant advertising for Look Lovely Medical Aesthetics.
What Are Cookies Used For?
- Technical purposes essential to how the website runs
- Marketing, including web banner advertising
- Understanding browsing patterns and how well our campaigns are working
How Do I Disable Cookies?
You can disable cookies at any time through your browser settings. Disabling all cookies may stop parts of the website working properly, including bookings; disabling third-party cookies only will not affect your ability to book.
Google Analytics
We use Google Analytics to understand visitor numbers and behaviour on our site in an anonymised way. We don’t use it to try to identify individual visitors.
Facebook collects standard log information about your visit, which we use to target advertising towards people likely to be interested in our services. We don’t use this to market to existing or past patients, and Facebook is not permitted to identify or contact visitors on our behalf.
Mailing Lists
If you sign up to our email marketing, we use your details to send you the content you’ve asked for and to keep accurate records. We use Mailchimp to send our newsletters, which gives us statistics on opens and clicks. You can unsubscribe at any time using the link in any email, or by contacting us directly. We never rent or trade your details.
Third Parties
We don’t sell or rent your personal data, and we keep the number of third parties we work with to a minimum. We use a small number of trusted providers to help us run the clinic, each only for the purpose below and only with the information they need for it:
- Our nominated pharmacy — to dispense prescribed medication
- Mailchimp — to send email newsletters
- Google Analytics — for anonymised website analytics
- Facebook — for advertising to potential new patients
- AI tool providers (e.g. Anthropic, OpenAI) — for drafting generic, non-identifiable content only
Each of these providers is bound by their own data protection obligations and only processes data for the purpose listed above.
How Long We Keep Your Information
We keep personal and medical information for seven years to provide your care and meet our professional and legal record-keeping obligations.
Access to Your Personal Information
You have the right to ask us what personal information we hold about you, and to ask us to correct it, delete it, or restrict how we use it. You can also object to certain uses of your data and ask for a copy of it in a portable format. Deletion of clinical records is subject to our professional record-keeping obligations. To make a request, email the Practice Manager using the details below.
Our Details
Bell Medics Limited trading as Look Lovely Medical Aesthetics, Company number 15730447, Registered office: 8 Coldbath Square, London, EC1R 5HL. We see patients at our clinics in St John’s Wood and Bishop’s Stortford.
Contact and Complaints
If you have any questions or requests about this privacy policy, please contact our Practice Manager on [email protected]
You also have the right to complain to the Information Commissioner’s Office: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF — www.ico.org.uk
