NHS 24 Online: Privacy notice

The NHS 24 online app has been created to allow users to find their nearest services and to assess their symptoms to find out what they should do next. The NHS 24 app is a voluntary service for citizens living in Scotland, that needs to be downloaded in the Google Play or Apple App Store.

This privacy notice details that we do not collect personally identifiable information about you while using the NHS 24 online app.

Who are we

NHS 24, manage the NHS 24 Online app which has been created by our supplier, Cluster Reply. This organisation is under contract of NHS 24.

What personal data will be processed?

Only your phone number is processed by the NHS 24 Online App if you choose to share it. If you choose to provide your phone number you can withdraw your consent at any time via your settings (insert link to settings page).

The App will provide self-help guides accessible through a Chatbot for a number of symptoms and health conditions.

A data minimisation approach has been taken when designing the self-help guides available through the Chatbot as users will not be able to input free text, instead the user of the Chatbot will click options showing suggested answers.

When a chat is started, the bot framework will not record any user identifiable details within the chat transcript such as IP addresses, device types or location.

There is a ‘Call 111’ option within the NHS 24 Online App which transfers the user to their device’s dial pad (providing the device has this functionality) and allows them to call the NHS 24 111 service. The click to call button will only record that the button has been used, no information will be collected about the user of the device which was used to complete the action.

There is also a ‘Find my Nearest’ option within the NHS 24 Online App. The user has the option to use their mobile phone location or enter a postcode to find their nearest service, for example, GP Practice, Minor Injuries Unit or Optometrist. The ‘Find my Nearest’ functionality will not store information on the postcode/location inserted.

Why should I share my phone number?

Sharing your phone number allows NHS 24 to compare your number against calls we receive via the 111 service. This will give us an indication of the actions our users are taking and helps us to improve the services we deliver for you.

Your phone number is stored securely by NHS 24 for 30 days. After this period, your phone number data will be deleted in line with GDPR guidelines.

If you choose to (withdraw your consent) to share your phone number, your data will no longer be stored and will be promptly deleted.

NHS 24 will not use your phone number to contact you.

Is any other data processed?

Non-identifiable user data, such as user pathways (how users move through the app) will be stored. The data retention period for this data is 30 days.

How to contact us

If you’d like to get in touch with us, please e-mail

You can raise privacy and data protection concerns with NHS 24’s Data Protection Officer (“NHS 24 DPO”):


If you have already made a complaint about data protection matters to us and are not happy with the outcome, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO). The ICO is the supervisory authority responsible for data protection in the UK.

The Information Commissioner
Wycliffe House
Water Lane

ICO main helpline number: 0303 123 1113

ICO Scotland office contact number: 0303 123 1115

Website: www.ico.org.uk

Last updated:
01 December 2023

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