Version 3, 30 March 2023
This minor update covers organisational changes in the NHS. You can find more details in the NHS App privacy policy.
This cookies policy relates to the service provided by NHS England, giving you access to certain NHS services through our national digital channels. You can download the NHS App on an iOS or Android device. You can also access the same services by logging in through the NHS website in a web browser. This cookies policy covers both of those channels.
Your use of the NHS website other than for the services available in your NHS App will continue to be covered by the NHS website terms and conditions, privacy policy, cookies policy and other policies.
NHS England ("we" or "us") uses cookies to deliver the NHS App and access to its services.
The information set out in this policy is provided in addition to the NHS App privacy policy and should be read alongside it.
We put small files called cookies on your device (for example, your phone).
Cookies are widely used to make websites and apps work, or work more efficiently, as well as to provide services and functionalities for users.
We use two types of cookie on the NHS App:
- cookies that we need to put on your device for the NHS App to work ("strictly necessary cookies")
- optional analytic cookies to collect information about how the NHS App is used to help us improve it (sometimes referred to as "performance cookies")
We ask you to accept our cookies policy when you accept the NHS App terms of use and privacy policy. In doing so, you agree to let us put the strictly necessary cookies on your device.
The first time you log in we also offer you the choice of accepting or declining the optional analytic cookies that help us improve its performance.
Important
If you're using a public computer, make sure you:
- log out of your account
- delete any health record documents you may have downloaded
- delete any cookies from the web browser
Strictly necessary cookies we need to set
The strictly necessary cookies we need to put on your device for the NHS App to work are:
| Name | Purpose | Expires |
|---|---|---|
| HideBiometricBanner | This cookie tells us if you can see the biometric banner. The biometric banner asks you if you want to log in using biometric data, for example facial recognition. | 5 years |
| nhso.session | NHS App session cookie. This is set when you log in to the app. It makes temporary use of your personal information previously collected by us, only holding information for the duration of your session. It is required by various features in the NHS App and is deleted when your session ends. | When you close the app or browser window or sign out |
| NHSO-Session-Id | NHS App session cookie. This is set when you log in to the app. It makes temporary use of your personal information previously collected by us, only holding information for the duration of the session. It's used to ensure you're securely logged in and your information is secure, and is deleted when your session ends. | When you close the app or browser window or sign out |
| nhso.auth | NHS App session cookie. This is set before you log in. It contains information used for login purposes. It does not collect, store or make use of any of your personal information and cannot be used to identify you. | When you sign in |
| nhso.terms | NHS App session cookie. This is set when you sign in. It temporarily stores whether you have accepted the conditions of use and optional analytic cookies, to improve the performance of the NHS App. It does not collect, store or make use of any of your personal information and cannot be used to identify you. | When you close the app or browser window or sign out |
| nhso.notifications-prompt-### | This lets us know if you’re logging in for the first time so we can show you a prompt to turn notifications on or off. | 365 days |
| NHSO-Session-Expiry | This lets us know how long it is before your session automatically times out due to inactivity so we can keep your data secure. | The end of the session |
| SkipPreRegistrationPage | This lets us know you have previously logged in so we do not show you the pre-registration page again. | 5 years |
Optional analytic cookies
We use software called Adobe Analytics, Hotjar and Qualtrics to collect performance data about how people use the NHS App. The information helps us to improve the NHS App.
Your "client IP address" is anonymised before it is shared with Adobe Analytics, Hotjar and Qualtrics. This means that you cannot be directly identified from this information. No other personal information (for example, your name or address) is collected for this purpose.
We do not allow Adobe, Hotjar or Qualtrics to use or share our analytics data.
You can choose whether to allow optional analytic cookies from the NHS App. To change your preference:
- Go to More.
- Select Account and settings.
- Select Legal and cookies.
- Then select Manage cookies.
- Switch Allow optional analytic cookies on or off.
When you change your preference, it applies to all the devices you use to log in to the NHS App.
Cookies set by the NHS App
| Name | Purpose | Expires |
|---|---|---|
| nhsa.adb.cid | This helps us understand how people move between NHS services. | 1 year |
Cookies set by Adobe Analytics
| Name | Purpose | Expires |
|---|---|---|
| s_cc | This lets us know if your browser allows cookies. | When you close your browser |
| s_sq | This lets us know what the previous link you clicked on was. | When you close your browser |
| AMCV_###@AdobeOrg | This lets us know your unique visitor ID when you use our platform. | 2 years |
| AMCVS_###@AdobeOrg | This is set when you first log in. It lets us know your unique visitor ID each time you use our platform. | 2 years |
| gpv | This stores information which lets us know how many of our pages you visited. | The end of the session |
| s_ppv | This stores information which lets us know how far you scroll down the page. | The end of the session |
| s_tp | This lets us know how much of the page you viewed. | The end of the session |
| s_getNewRepeat | This lets us know if you're logging in for the first time. | 1 month |
Cookies set by Hotjar
The NHS App stopped using Hotjar cookies in December 2022.
We include the Hotjar cookies in our cookies policy because some of these cookies are persistent. This means that some of the Hotjar cookies stay on your device for up to 2 years until they expire or you delete them through your browser settings.
| Name | Purpose | Expires |
|---|---|---|
| ajs_anonymous_id | Hotjar cookie. This cookie creates a random identification for users who want to stay anonymous. | 365 days |
| _ga | Hotjar cookie. This cookie helps us to tell the difference between you and someone else. | 2 years |
| _gid | Hotjar cookie. This cookie helps us to tell the difference between you and someone else. | 1 day |
| hjid | Hotjar cookie. This cookie is set when a visitor first lands on a page with the Hotjar script. It is used to persist the Hotjar User ID, unique to that site on the browser. This ensures that behaviour in subsequent visits to the same site will be attributed to the same user ID. | 365 days |
| hjClosedSurveyInvites | Hotjar persistent cookie. This cookie is set once a visitor interacts with a survey invitation modal pop-up. It's used to ensure that the same invite does not reappear if it's already been shown. | 365 days |
| hjDonePolls | Hotjar persistent cookie. This cookie is set once a visitor completes a poll using the feedback poll widget. It's used to ensure that the same poll does not reappear if it's already been filled in. | 365 days |
| _hjFirstSeen | Hotjar cookie. This cookie is used to detect your first session. | The end of the session |
| hjMinimizedPolls | Hotjar persistent cookie. This cookie is set once a visitor minimises a feedback poll widget. It's used to ensure that the widget stays minimised when the visitor navigates through your site. | 365 days |
| hjDoneTestersWidgets | Hotjar persistent cookie. This cookie is set once a visitor submits their information in the recruit user testers widget. It's used to ensure that the same form does not reappear if it's already been filled in. | 365 days |
| hjMinimizedTestersWidgets | Hotjar persistent cookie. This cookie is set once a visitor minimises a recruit user testers widget. It's used to ensure that the widget stays minimised when the visitor navigates through your site. | 365 days |
| hjIncludedInSample | Hotjar persistent cookie. This session cookie is set to let Hotjar know whether that visitor is included in the sample used to generate funnels. | 365 days |
| _hjSession_### | Hotjar cookie. This cookie keeps information from your session. It also records your activity as a single session. | 30 minutes |
| _hjSessionUser_### | Hotjar cookie. This cookie detects the first page you use when you log in to the NHS App. It also recognises your next visit. | 365 days |
| hjShownFeedbackMessage | Hotjar persistent cookie. This cookie is set when a visitor minimises or completes incoming feedback. This is done so the incoming feedback will load as minimised immediately if they navigate to another page where it's set to show. | 365 days |
| _hjAbsoluteSessionInProgress | Hotjar cookie. This cookie is used to detect the first pageview session of a user. | 30 minutes |
| _hjIncludedInPageviewSample | Hotjar cookie. This cookie is set to let Hotjar know whether that user is included in the data sampling defined by your site's pageview limit. | 30 minutes |
| _hjIncludedInSessionSample | Hotjar cookie. This cookie is set to let Hotjar know whether that user is included in the data sampling defined by your site's daily session limit. | 30 minutes |
Cookies set by Qualtrics
The NHS App started using Qualtrics cookies in December 2022.
| Name | Purpose | Expires |
|---|---|---|
| Site History Session | This cookie detects the pages you visit on the NHS App. | The end of the session |
| Sampling | This cookie detects the number of times you visit the NHS App. | 1 week |
| Prevent Repeated Display | This cookie is used to track whether we should display a feedback survey on repeated user visits | Up to a maximum of 14 days |
| Popunder Target Session | A pop-under is similar to a pop-up. A pop-up opens in front of the page you are looking at, but a pop-under opens behind the page you are looking at | The end of the session |
| Other | If you store cookies locally (in your browser) we keep some information in your browser cookies. This is so that the NHS App can show you the information you need | The end of the session |
| QSI_HistorySession | Stores the pages a visitor has visited for the current session | The end of the session |
| ci_session | Stores any data needed to be saved across a user session to improve user experience | The end of the session |
| userType | Tracks user type at login to Qualtrics software | 2 years |
| brandID | Tracks subdomain instance at login to Qualtrics software | 2 years |
| qmarketingcommunity_feedback | Tracks if a user has interacted with our feedback tab | 2 months |
| qmarketingutmreftracking | Tracks referrer and page behavior to allow for proper followup of form submissions | 24 hours |
| users30day | Tracks if a user has been active on our site in the last 30 days. We use that information to determine if we need to run other scripts and cookies. | 30 days |
| fs_uid | Records a website visitor session to improve website visitor experience | 1 year |
| Hash of the sessionID | Placed when you start a survey session on the same browser where you are working on another one | Up to 1 year or when the session is complete |
| QST | This cookie is to record the survey taken and prevent the user from taking the survey again | 6 months |
| Helps inform Qualtrics what session to reload after the respondent leaves and comes back | 15 minutes | |
| XRSF-TOKEN | This is a temporary cookie used for security while survey taking. It is only stored as long as the browser is open | The end of the session |
Your cookie choices
The majority of devices and browsers will allow you to alter the settings used for cookies and disable and enable them as you require.
You can select your cookie preferences so that you do not get any cookies (except strictly necessary cookies) if you prefer not to receive them.
You can also delete the cookies already on your device, and you can set your browser or device to prevent them being placed.
Please be aware that if you set your preferences to not allow cookies, it could limit the functionality of the NHS App as it needs the strictly necessary ones to function.
Changes to this cookie policy
The NHS App terms of use, privacy policy and cookies policy may change. We'll inform you and request your continued agreement if we make any significant changes to these terms of use or policies.
Version history
- Version 2.7, 14 December 2022 – minor update to explain that we stopped collecting HotJar cookies and started collecting Qualtrics cookies
- Version 2.6, 2 September 2022 - minor update to add 6 HotJar cookies and 1 necessary cookie, and we have removed 2 Adobe Analytics cookies that we no longer use
- Version 2.5, 6 April 2022 - minor update to remove BetaCookie
- Version 2.4, 5 April 2022 - minor update to describe the way we talk about access to certain NHS services through our national digital channels
- Version 2.3, 17 January 2022 - minor update to better describe how we use optional analytic cookies and how you can manage your cookie preferences
- Version 2.2, 16 January 2020 - minor update to better describe how we use optional analytic cookies and how you can manage your cookie preferences
- Version 2.1, 27 November 2019 - minor update to better describe how we use optional analytic cookies and how you can manage your cookie preferences if you use multiple devices
- Version 2, 18 December 2018 - significant update for the app's public release in the Apple and Google Play stores
- Version 1, 26 September 2018 - original version for the app's private beta release
If you would like to view a previous version, contact the NHS App team.