Skip to privacy policy

Privacy Policy - Resolyst (MEG Health & Research Limited)

This notice explains how Resolyst uses your personal information when you use our website or our services.

At a glance

  • We are Resolyst, a trading name of MEG Health & Research Limited, and we are responsible for your information.
  • We collect the information we need to book your appointment and complete your intake, including information about your health.
  • We pass your intake to the specialist or clinic you are booked with, so they are ready for your appointment.
  • If a second opinion would help, your clinician can refer your case to our international expert panel who can review your case, using anonymised information only and only if you agree.
  • If you choose, we send appointment updates by WhatsApp. These never include information about your health.
  • AI helps us run our phone intake and summarise your answers. It never makes decisions about your care.
  • We never sell your information.
  • You can ask to see, correct or, in some cases, delete your information, and you can complain to the Information Commissioner’s Office (ICO).

Who we are

Resolyst is a trading name of MEG Health & Research Limited, a company registered in England and Wales (company number 17117103). We are the data controller for your information and are registered with the ICO (registration ZC201005).

  • Postal address for data protection enquiries: Flat 18b Elmfield Mansions, Elmfield Road, London, United Kingdom, SW17 8AA
  • Email: molly@resolyst.com

What information do we collect?

  • About you: your name, date of birth, contact details including your mobile number, and whether you have chosen to receive WhatsApp updates.
  • Your intake: the answers you give in your intake form, including information about your health, symptoms, medicines and medical history.
  • Phone intake: if you choose our phone intake, the call recording, transcript and summary.
  • Expert panel opinions: if you use our expert panel, the question asked and the opinion given.
  • Website: if you contact us through the website, the details you give us. Our hosting provider may log technical information, such as IP addresses, for security.

We may also receive information about you from your specialist or clinic if they refer you to us.

We need this information to book your appointment and prepare your specialist. If you do not give it to us, we may not be able to arrange your appointment.

Why do we use it?

  • To book your appointment and complete your intake, and to pass your intake to the specialist or clinic you are booked with. Our legal basis is our agreement with you and, for health information, the provision of health care.
  • To arrange an expert panel opinion, if you agree. Our legal basis is our agreement with you and the provision of health care.
  • To run our service well: handling questions and complaints, fixing problems and keeping our records accurate. Our legal basis is our legitimate interest in running a good service.
  • Where the law requires it: for example keeping financial records, or responding to a regulator, court or the police.
  • In an emergency, to protect your life or someone else’s if you cannot consent.
  • For WhatsApp updates and marketing, only if you agree. We never use health information for marketing.

How do we use AI?

  • Phone intake: if you choose our phone intake, the call is run by an AI voice assistant, not a person. It asks about your history, records and transcribes the call, and produces a summary. You are told this at the start of the call, and you can ask to speak to a person at any time.
  • Summaries: AI helps summarise your intake for the specialist you are booked with, who reviews it before your appointment.

AI never makes decisions about your care. We do not use your calls or intake to train, tune or test AI models.

WhatsApp updates

If you choose, we will send you appointment confirmations, reminders and changes, links to your intake form, and account notices by WhatsApp. This is optional, and you can stop at any time by telling us.

These messages never include information about your health, and we never ask you to send health information by WhatsApp. If you do, we will add it to your intake record and delete it from WhatsApp.

WhatsApp is provided by Meta, which processes your mobile number and these messages so they can be delivered. WhatsApp’s own privacy policy also applies to your use of WhatsApp.

Who do we share it with?

  • The specialist or clinic you are booked with, who receives your intake to prepare for your appointment. They are responsible for your care and for the medical records they keep, under their own privacy notice.
  • Our international expert panel, if a specialist opinion would help. The panel sees only anonymised information, so it cannot identify you. We tell you what will be sent and ask for your agreement before any referral, and a UK-registered clinician reviews every opinion before it is acted on.
  • Companies that help us run our service, such as our hosting and AI intake providers, and Meta for WhatsApp updates. They act only on our instructions under contract.
  • Regulators and authorities, where the law, a court order or someone’s safety requires it.

We never sell your information or share it for other companies’ marketing.

Where is it stored?

Your intake is stored in the UK or the European Economic Area (EEA). If you choose WhatsApp updates, Meta may process your mobile number and those messages outside the UK, including in the United States. Some expert panel members are based outside the UK, which is why they only ever see anonymised information. If any of our providers process your information outside the UK, we make sure it is protected by safeguards recognised under UK data protection law.

How long do we keep it?

  • Your intake and booking records: 8 years after your last contact with us, in line with the standard for adult health records.
  • Phone intake recordings: 30 days. The transcript is kept with your intake.
  • Website enquiries: 2 years, unless you go on to book with us.

How do we keep it safe?

Only staff who need your information can see it, and access is logged. We use encrypted devices and multi-factor authentication, and everyone who works for us is bound by confidentiality, including after they leave.

What are your rights?

You have the right to see the information we hold about you, have it corrected, ask us to delete or restrict it or object to how we use it, and receive a copy to take elsewhere. You can withdraw consent at any time where we rely on it, for example for WhatsApp updates or marketing. Some rights are limited where the law requires us to keep records.

To make a request, contact us any way you like, or email molly@resolyst.com. You do not need to mention data protection law. We will reply within one month, and will tell you if a complex request needs longer.

Cookies

Our public website does not currently use cookies or similar technologies. If this changes, we will update this notice and ask for your consent before setting any that are not strictly necessary.

Complaints

If you are unhappy with how we handle your information, please contact us first so we can put things right. You can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113.

Changes to this notice

We will update this notice before we offer any new services, and whenever anything else changes. The date at the top shows when it was last updated.