Echo takes ownership of its intellectual property seriously and we’ve outlined some key information below:
Our legal advisor is CMS LLP, Cannon Place, 78 Cannon Street, London, EC4N 6AF. Echo is part of their start-up programme and CMS' partners have directed us on our end-user agreements, patent applications and design rights.
Our core technology has been developed 100% in-house and is a custom-built product, which is now patent-pending.
Our parent company (Metabolic Healthcare Ltd) owns all the copyright to the information, copy, logos and designs displayed on this website, the Echo app and any other digital/offline media.
Echo is a registered trademark of Metabolic Healthcare Ltd (classes 09, 35, 42 and 44). If you have any further IP related questions, please write to us at firstname.lastname@example.org and if necessary, we will pass on your request to our solicitors.
Echo works with leading NHS community pharmacies to manage the dispensing process. These pharmacies are registered with the General Pharmaceutical Council and fully comply with NHS, UK and EU regulation.
If you are a community pharmacy and would like to learn more about how Echo’s technology can help improve workflow management and medication adherence, then please email us at email@example.com. Please note that we are currently processing a large number of partner requests and may not be able to get back to you immediately.
Terms & Conditions
These terms apply to your use of Echo sites, apps and services delivered by Metabolic Healthcare Ltd, a company incorporated in England and Wales under company number 09668487 whose registered office is 21 Dartmouth Street, London, SW1H 9BP (“we”/“us”/“our”), as described below (“Service”). If you do not accept these terms, then you should not use Echo.
What is Echo?
Echo is a digital service that enables you (the “Account Holder”), to request current repeat prescriptions from your NHS England GP. Approved prescriptions will be transmitted to and dispensed by a community pharmacy (the “Pharmacy Partner”) selected by Echo. The Account Holder can also make requests on behalf of someone that they are acting as a carer for if they have been given authority to represent them. This means the Account Holder has been given Proxy-Access and will be acting on behalf of someone as a Proxy. Our process utilises the NHS Electronic Prescription Service (“EPS”). The Account Holders’ contract with us is only to provide an intermediary/facilitation service. You can read more about EPS by visiting the official NHS website.
By using Echo, you agree to nominate the Pharmacy Partner listed on the app at time of sign up as your NHS EPS pharmacy; this extends to any patients that the Account Holder is acting as Proxy for. This means that all prescriptions issued electronically will be sent to the Pharmacy Partner listed at the time of sign up for dispensing. You understand that, in order to provide this service, Echo may need to transfer your nomination to another Pharmacy Partner but that you will be informed of any intended change of nomination and reserve the right to remove your nomination at any point.
You, the Account Holder, agree that Echo will generate a nomination certificate using your electronic signature, which may be shared with your GP practice, our Partner Pharmacy or any authorised NHS or regulatory body. You give consent for this pharmacy to share information with your GP, if necessary, with regards to the electronic Repeat Dispensing Service (RDS). You agree that you understand the NHS Electronic Prescription Service and that you have been provided with clear information that explains nomination. If you have signed up for someone as a Proxy, this implies that you have got consent from that person for these processes to be carried out.
You agree that the Echo pharmacist or pharmacist technician responsible for your order can access your NHS Summary Care Record if clinical and/or safety information is needed. This permission is valid from 12 months from the date of your last order or until you withdraw consent. All access is automatically logged and recorded by the NHS for audit purposes. If you have signed up for someone and are acting as a proxy, this implies that you have got consent from that person for these processes to be carried out. You can read more about the Summary Care Record by visiting this link.
You agree that Echo and its Partner Pharmacy can contact you in order to manage your order and any orders you placed on behalf of a patient that you have been authorised to act as a proxy for. This can include contact via live chat, telephone, email or post.
You agree that Echo is for existing repeat prescriptions only. You also agree that is will only be used for your own personal use and/or for the use of those you have been authorised to act as a Proxy for.
You agree that Echo will send you reminders as to when to take your medication and when you are about to run out. If you are acting as a proxy for someone on your account, you will also receive their medication reminders. You understand that medication reminders provided by Echo are based on your GP’s directions and Echo is not liable for reminder accuracy. If in doubt, please contact us via live chat or email firstname.lastname@example.org. Always follow the advice printed on the medication container in the first instance.
Finally, you agree that once a prescription is available,Echo can dispatch orders via Royal Mail.
If at any point you want to remove nomination, please contact us via email@example.com and we will action in later than two working days. Please note that if you cannot wait for delivery, we can transfer your prescription to your nearest bricks and mortar pharmacy.
How does Echo work?
Download the app, register your details and make a repeat prescription request. Echo’s pharmacy team will then confirm your details and forward your request to your NHS England GP. Please note that this request will include your electronic signature and personal details. Your GP may want to speak to you before prescribing so your request may not be processed immediately. If you consult with your GP, you should tell them that you would like your prescription to be sent electronically to your ‘nominated’ pharmacy (Echo’s Partner Pharmacy). Your GP may be delayed in issuing a repeat prescription. Echo has no control over these delays and we will direct you to contact your GP directly if there are any notable issues when obtaining your prescription. Echo is not to be used for emergency supplies (i.e. medication where you need an urgent supply). Certain controlled drugs from schedules 2 and 3 that require safe custody (e.g. certain strong painkillers, Temazepam and Buprenorphine) can not be processed by Echo.
Once approved, your prescription will be sent electronically to one of Echo’s Partner Pharmacies who will dispense the medication. We will then pack the medication and dispatch it via Royal Mail. This is carried out under the strict rules and guidance covering community pharmacy in England.
Who is liable if something goes wrong?
You: are responsible for the prescription orders you place, the information you provide and for checking and taking any medication correctly. You are responsible for complying with these Terms and only ordering on your own behalf of yourself or on behalf of a patient who you are acting as a Proxy for.
Your GP: is responsible for issuing prescriptions and providing medical advice. Please note that all prescribing decisions are made by the GP, not Echo.
Our Pharmacy Partner: is liable for dispensing prescriptions correctly and in accordance with General Pharmaceutical Council standards and guidelines.
Royal Mail: is responsible for delivering medication orders that you place via Echo.
Echo: is responsible for providing the Service. We accept liability for death or personal injury caused by our negligence and we do not seek to exclude liability for fraudulent misrepresentation. You have certain legal rights. These include that we will provide the Service with reasonable skill and care and within a reasonable time. You have certain legal remedies if we breach any of these rights. Nothing in these Terms is intended to affect these legal rights or other rights to which you may also be entitled. For more information on your legal rights contact your local Citizens Advice Service.
We are not responsible for any failures or delays caused by you, the GP, Pharmacy Partners or Royal Mail. In the event of an issue you should contact us in the first instance and we may direct you to contact the GP, Nominated Pharmacy or Royal Mail as appropriate. We are not responsible for losses not caused by our breach, indirect losses or a failure to provide the Service due to any cause beyond our reasonable control which prevents us from fulfilling our obligations including but not limited to fire, storm, riot, civil disturbance, war, nuclear accident, terrorist activity and acts of God.
If we do breach these terms we shall only be liable for losses which are a reasonably foreseeable consequence of such a breach. Losses are foreseeable where they could be contemplated by you and us at the time of entering this Agreement.
Can I use Echo?
Yes, provided you are at least eighteen (18) years of age and hold a valid UK credit or debit card in your name and you are currently registered with an NHS England GP practice integrated with the Electronic Prescription Service.
Can I manage other people’s medication using Echo?
Yes, if you are at least eighteen (18) years old and hold a valid UK credit or debit card in your name and have been authorised to act on behalf of another or have the authority to represent someone else (as their Proxy) who is at least eighteen (18) years old.
What are my obligations?
- You, the Account Holder, are responsible for the information you provide to us about yourself, your GP and your medication; this extends to when you are using Echo on behalf of someone else as their Proxy. You promise that it is accurate. If you do not provide accurate information you could be putting your or the person you are managing medication for at serious risk. You must check the spelling and dosage information and follow the clinical directions provided with all medication. You should review the patient information leaflet provided with the medication. If at any point the information that appears on Echo contradicts with information provided by the GP please contact us immediately.
- You confirm that you are requesting medications for your own personal use only or the use of someone you are acting as a proxy for. Medications should never be shared with any other person.
- You agree to keep your Echo login details confidential and not to share them with any other person.
- If you are exempt, you agree that you are legally responsible for ensuring that your exemption reason is correct and up-to-date; this responsibility extends to any other people that are listed on your account
- You agree not to use any Service provided by us for any unlawful purpose, including requesting unauthorised medications.
- You agree not to use our websites or applications in any way that will damage, impair or render them less efficient.
- You acknowledge that the use of the Service does not grant you any rights in relation to our intellectual property rights.
- If you opt to have medication delivered, you agree to ensure that it is safe for items to be put through the post-box of your chosen delivery address, particularly with regards to safeguarding children or pets.
- If you receive any medication scheduling notifications from Echo, you acknowledge and agree that these are recommendations only and that the clinical directions given by the GP and/or pharmacist must always supersede these recommendations. In the event these recommendations contradict the guidance on the medication label, you agree to follow the instructions on the medication label.
- You acknowledge that Echo is not responsible for incidents relating to the storage, handling, manufacture, delivery, use, misuse or abuse of your medication.
- We reserve the right to suspend or terminate your access to Echo at any time without notice if we have reasonable grounds to believe that you have breached any of these terms; this extends to any patients that you, the Account Holder has been authorised to act as a Proxy for.
How does payment work?
- If you pay for your medication, then you will be charged the NHS prescription charge, which is currently £8.80 per item. This will appear on your bank statement as ‘ECHO. No medical information will be passed to your bank or credit card company. Payment for medication for other people that are listed on your account will also be processed in the same way.
- If you do not pay for your medication, you will be required to declare and upload appropriate evidence of your exemption status. You agree that it is your responsibility to ensure that you meet the exemption criteria. You agree for Echo to share this evidence of exemption with appropriate NHS authorities for verification. Please note that supplying false information is fraud and can result in a fine.
- Your agreement with your mobile network provider will apply when using any Service. You may be charged by them for network connection services while using the Service. If you are not the bill payer for the network connection services being used, you will be assumed to have received permission from the bill payer to use the Service.
- Our payment processing platform, Stripe, may also perform a pre-authorisation on the card you have signed up with to ensure your payment details are correct.
Can I cancel my order?
You can cancel an order at any point until the medication is dispensed by a Pharmacy Partner and you will receive a full refund with the same method of payment. Unfortunately, due to the nature of prescription medications, once your items have been dispensed, you will be unable to cancel the order, return the medication or receive a refund (unless you are returning them because they are damaged or have been dispatched in error). Any unwanted medicines must be disposed of by returning the medication to a pharmacy or to any authorised location.
When will I receive my medication?
Medications are sent via Royal Mail and orders dispatched before noon on Monday to Friday should arrive within 48 hours from the time the order is dispatched by a Pharmacy Partner. We cannot guarantee the exact time and day of arrival – please allow for up to three working days for a medication order to arrive.
Refrigerated items are sent via Royal Mail 24 Signed For delivery – if an order contains refrigerated items, please ensure that someone is available to receive it at the delivery address. Echo uses Woolpack technology to keep items cold for up to 48 hours. If you have any concerns about an order please contact us immediately via firstname.lastname@example.org and do not use the medication until you have consulted with our pharmacy team.
You understand that once orders are passed to Royal Mail, they become their responsibility. Royal Mail terms and conditions apply to any orders you place. These can be accessed here: http://www.royalmail.com/terms-and-conditions.
These Terms are governed by the laws of England and Wales and any dispute, question or remedy shall be determined exclusively by the courts of England and Wales. These Terms are only available in the English language. If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.
How can I contact you?
The fastest way to contact us is via the app’s live chat function. Alternately, you can email us at email@example.com or write to Metabolic Healthcare Ltd, 228-230 Uxbridge Road, London W12 7JD. Should you wish to file a complaint please contact us via the methods listed above. We aim to acknowledge complaints within two working days.
You may have heard of the EU General Data Protection Regulation (“GDPR”), which sets out some of the most important rules about how we treat your information. There is also another set of guidelines called the Caldicott principles, specifically designed to ensure that UK patient data remains confidential. We have developed our systems and processes to ensure that we meet or exceed the standards set out in both documents. Echo is listed as 'Metabolic Healthcare Ltd' on the NHS Digital Caldicott Guardian register (ODS: 8JP79). For more information about who Echo is in relation to Metabolic Healthcare Ltd. - see the next section.
Who controls your information?
Echo is the trading name of Metabolic Healthcare Ltd., and is the “controller” of the information it collects.
Echo is a trading name of Metabolic Healthcare Ltd, a company with registered number 09668487 based at 21 Dartmouth Street, London SW1H 9BP.
Echo (“we”, “us”) takes overall responsibility for managing your data. We are what is known as a ‘data controller’ – you can read more about our responsibilities by visiting our page on the Information Commissioner's Office website (Registration Number ZA140346).
Our partner pharmacies
Echo works with NHS community pharmacies, all of which are registered with the General Pharmacy Council and follow strict data protection protocols. Your information will be passed securely to our Partner Pharmacies in order to fulfil your prescription requests but will have access to your personal medical data. Partner Pharmacies are data controllers in their own right and separately from Echo. They will have their own privacy policies on their websites that explain how they process personal data.
When you sign up to use Echo you will be told which of our partner pharmacies you are nominated with.
- Greenlight Pharmacy - Bromley-by-Bow, St Andrews Health Centre, 2 Hannaford Walk, E3 3FF
- Keencare Pharmacy - Victoria, 6 Lower Belgrave St, London Victoria, SW1W 0LJ
- Keencare Pharmacy - Harrow, 18 College Road, London Harrow, HA1 1BE
- Greenlight Pharmacy - Cricklewood, 6 The Broadway, Cricklewood, NW2 3HD
- Greenlight Pharmacy - Euston, 62-64 Hampstead Road, NW1 2NU
- Greenlight Pharmacy - Shepherd’s Bush, 228-230 Uxbridge Road, W12 7JD
- Greenlight Pharmacy - Stepney, 115 Harford Street, E1 4FG
- Greenlight Pharmacy - Stamford hill, 51 Oldhill Street, N16 6LU
- Greenlight Pharmacy - Haringey, 4 Grand Parade, Green Lanes, N4 1JX
What types of information do we collect?
We collect information that you give us to process your order and to better understand how our services are used. We’ve outlined the main types of information that we handle below.
- Personal information - such as name, address, date of birth and GP details.
- Contact information - including phone number and email address. Your email address will be shared with our live chat platform, Intercom. You can read about Intercom's security credentials here.
- NHS Number - details will then be verified with Proscript. Proscript is a dispensary management system. When details have been successfully verified, your NHS number will be added to your profile.
- Details regarding the medication you require - this includes information about your health that is considered sensitive.
- Exemption details - if you do not pay for your prescriptions.
- Electronic proof of your consent - so that Echo and its partner pharmacies can request prescriptions on your behalf.
- Payment details - for prescription charges if you pay for your medication. Please note that Echo does not store your credit/debit card details, which are instead managed by our payment handler Stripe. You can read about Stripe’s security credentials here.
- Preferred delivery address information and contact details - which we pass on to Royal Mail to facilitate delivery. Please note that we will never share any other information with Royal Mail.
We also collect the following information:
- Your GP’s address - if you choose to turn on your location, location information from your phone will be used to make it easier for you to search for your GP and automatically populate address fields in the app. If you do not choose to turn on your location, you are able to enter your GP address manually.
- Behavioural data - such as when you accessed Echo and what actions you took within the app. This is to continually improve our service for our users.
- Technical information - such as glitches and crash data so we can understand when things break and improve the service.
How do we collect your information?
We collect your information when you provide it to us through the Echo app or when you communicate with us in other ways.
- Personal information - collected upon completing the registration to use Echo.
- Contact information - collected upon completing the registration to use Echo.
- NHS Number - collected from Proscript, a dispensary management system upon completing registration.
- Details regarding the medication you require - collected upon completing the registration to use Echo. If details are not entered during registration they will only be collected once the user enters them.
- Exemption details - collected upon completing the registration to use Echo. If details are not entered during registration they will only be collected once the user enters them.
- Electronic proof of your consent - collected upon completing the registration to use Echo.
- Payment details - collected at the point of payment or when you save your payment details to your account.
- Preferred delivery address information and contact details - collected at the point of prescription request.
- Your GP’s address - collected upon completing the registration to use Echo.
- Behavioural data - collected once you have completed the registration to use Echo and throughout the time you use Echo.
- Technical information - collected once you have completed the registration to use Echo and throughout the time you use Echo.
Why do we process your information?
In general, Echo only collects your information to provide you with our services – to help you order and keep track of your prescriptions. We take our data protection responsibilities very seriously and will only process your information for clear and lawful purposes.
We will only process your information where we have a lawful basis for doing so. This will be the case if:
- You have given us your consent to process the data.
- We need to process the data to perform our contractual obligations or to take steps in order to enter a contract (ie we need certain contact details in order to provide the service to you).
- We have to process your information to meet our legal obligations as a data controller (ie VAT and tax accounting rules).
- We have a legitimate interest in processing your data (see the next section below for more details).
We collect and process your information for a variety of purposes, but in general to provide the services you request of us. These purposes include:
- Storing your data in databases so that we can create and maintain your account.
- Verifying your identity so that we can complete your registration.
- Communicating with GP surgeries, pharmacies and internally so that your orders can be processed.
- Auditing and analysing your data, in particular to help us respond to issues and improve our services.
- Managing returns and confidential waste.
- Communicating to you via in-app messaging services and logging these communications to ensure we give you the best customer experience.
- Communicating to you via email, push alerts and in-app notifications so that you are fully updated with the progress of your order and any related communications.
- On the rare occasion, we may need to contact you by phone; this would only be in relation to your order or a query you have raised.
Please be aware if you are uncomfortable with the methods of communication we may use to send information to you that have been outlined directly above, please do not use this service.
We have a legitimate interest in improving our service from a technical perspective. In order to do this we collect technical information so we can carry out service improvement related research. Furthermore, this information is also used for auditing and ad hoc issue investigation.
We have a legitimate interest in improving our service for you, the user. In order to do this we collect behavioural information so we can see what actions you take within the app so we can continually improve the service for you.
You are entitled to receive more information about our legitimate interests on request. If you would like to receive more information please contact us using the details set out below.
Who your data is shared with
Echo does not sell, trade or rent your information to third parties. We will share your information to service providers working on our behalf, or to meet certain other requirements, such as to comply with the law. We will never share your information with any third parties for marketing, advertising or any other purposes.
We may share your information externally to organisations which process data on our behalf. For example, we will need to share your address with Royal Mail to get your prescriptions delivered. In respect of the provision of Echo services, your nominated pharmacy (which you will be assigned to and notified of once you sign up to use the app) is a controller of personal information in its own right, since it processes your information for purposes that are distinct from Echo’s (i.e. it dispenses your prescriptions). For details of data controllers who receive your personal data please see ‘Our partner pharmacies’ section.
Please note that we are obliged to share information as necessary to comply with UK law and regulations. For example, we might need to share your information with regulators.
For further information about who your personal information is shared with, please get in contact with us using the details set out below.
You have the choice to opt in or out of being contacted by Echo for marketing via post or email. If you decide to opt in, you will occasionally receive our e-newsletters. If you decide you no longer want to receive this e-newsletter, you can click on the link at the bottom of any email we have sent you to opt out on that particular type of email.
Do we transfer your data to other countries?
In the course of carrying out Echo services, we may need to transfer your data to locations in other countries. If this happens, we will take steps to ensure that your data remains protected.
Given the worldwide nature of online communications and services, it is very common for users’ data on sites like ours to be transferred outside of the country in which it was collected. For example, the servers which host our sites could be located abroad. Where we transfer your data to countries outside of the European Economic Area (“EEA”), we will only do so if measures to maintain to protect your data and its privacy have been put in place.
Echo transfers your information to the United States where some of its service providers are based. However, Echo ensures that the organisations to whom your information is transferred have adequate safeguards in place to protect your data, in particular, through being “Privacy Shield” certified. You can obtain more information on what this means here.
How your data is kept secure
Echo recognises the importance of keeping safe and secure the information collected about you. We have therefore taken time to put in place effective security features.
We use 256-AES SSL encryption to transfer your information between your phone, our servers and to our NHS Partner Pharmacies. Access to this information is restricted to our authorised personnel. Your data is kept within the EEA (European Economic Area) or with “Privacy Shield” certified providers or using agreed model clauses approved by the European Commission if the organisation is based outside of the EEA.
Echo uses a technology called ‘cookies’ across all of its websites in order to deliver the best possible user experience. Cookies are files that are stored on your device every time you visit a website and enable us to understand your preferences and habits.
Cookies do not contain person-identifiable information such as medical information, credit/debit card or personal contact details.
Our websites are set to ‘allow cookies’ and if you browse our sites you consent to this. If you would prefer to deactivate cookies, you can do so by updating your browser settings. Please note that disabling cookies will limit the service that we can provide. For more information on how to update your settings, visit the Information Commissioner's Office website here.
Echo uses three types of cookie:
Session cookies: These enable us to track your movement across our websites and save information to make life easier. For instance, a session cookie might save an item to your shopping basket, without which you would be forced to order each item separately.
Persistent cookies: These enable us to remember your preferences and settings each time you visit our websites. This makes using the site faster and reduces the need to re-enter data.
Third party cookies: These enable us to track user activity outside our websites and better optimise campaigns and analytics.
Your data, your choice
At Echo, we want to make sure you find it easy to access and amend the data we hold about you. Subject to limitations, you can also make certain requests about that data. Please contact us using the details set out below if you wish to exercise your data rights, or contact the data protection regulator to find out more about them. Contact details can be found on their website.
The right to be informed. You have the right to be provided with clear, transparent and easily understandable information about how we use your information and your rights. This is why we’re providing you with the information in this Privacy Notice.
The right of access. You have the right to obtain access to your information (if we’re processing it), and certain other information (similar to that provided in this Privacy Notice). This is so you’re aware and can check that we’re using your information in accordance with data protection law.
The right to rectification. You are entitled to have your information corrected if it is inaccurate or incomplete. You can update your profile by going to Setting > Personal information or otherwise by contacting us using the details set out below.
The right to erasure. This is also known as ‘the right to be forgotten’ and, in simple terms, enables you to request the deletion or removal of your information that we hold.
The right to restrict processing. You have rights to ‘block’ or suppress further use of your information. When processing is restricted, we can still store your information, but will not use it further.
The right to object to processing. You have the right to object to certain types of processing, including processing for direct marketing (i.e. receiving information about Echo’s products and services which may be of interest to you via email or post.)
The right to data portability. You have the right to obtain and reuse your information for your own purposes across different services. To our best ability we will provide your information in an easily accessible format.
The right to lodge a complaint. You have the right to lodge a complaint about the way we handle or process your information with the national data protection regulator.
The right to withdraw consent. If you have given your consent to anything we do with your information (i.e. we rely on consent as a legal basis for processing your information), you have the right to withdraw that consent at any time. Please note that withdrawing your consent does not make unlawful what we have done with your personal data up to that point (when your consent was active).
Retaining your data
We will not store or process your data for any longer than necessary.
In general we only retain your data for as long is necessary so that we can provide you the services you request, meet our legal obligations (such as rules on the retention of medical data) and defend claims made against us. For more information about how long and/or how we decide how long to store your data, please contact us using the details set out below.
How to contact Echo
If have any questions or queries regarding your data and how we use it, please contact Echo, or its Data Protection Officer directly, using the details below.
Echo can be contacted in writing at Metabolic Healthcare Ltd., 228-230 Uxbridge Road, London, W12 7JD, by email at firstname.lastname@example.org.
Our Data Protection Officer is Stephen Bourke. Stephen can be contacted in writing at Metabolic Healthcare Ltd., 228-230 Uxbridge Road, London, W12 7JD, by email at email@example.com.
Updates to the Privacy Notice
From time to time we may need to update these terms in order to comply with changes in legislation so we suggest that you check this page periodically.
Last updated - 2/5/18