How we use AI (Jesse)
We use a virtual assistant called Jesse to help support you quickly, at any time of day. We want to be open about what Jesse is, what it can and cannot do, and how to reach a person whenever you want one. This reflects our duties under the General Pharmaceutical Council's (GPhC) standards and its 2026 position statement on the use of AI in pharmacy.
🤖 Jesse is a virtual assistant, not a person
When you are talking with Jesse, you are talking with software, not a human, and we will always make that clear. Jesse cannot give clinical or medical advice. Anything to do with your treatment, medicine or health is always handled by our registered healthcare professionals. Jesse can, however, help by passing on health-related information that is already on your records, such as messages or advice your clinicians have already shared with you, so you have what you need to make informed decisions about your care.
💬 Where Jesse works and what it helps with
Jesse operates across WhatsApp, SMS, email and our app. It can help with everyday, non-clinical things, such as:
- Questions about your order, delivery and account
- How our service works and what to expect next
- Guiding you through self-service steps, like reporting a problem with an order or updating your details
- Gathering information before a check-in or a conversation with our clinical team, so the right person can help you faster
🙋 How to reach a person straight away
You can speak to a member of our team at any time, for any reason, and you never have to explain why. Just inform Jesse and one of our team will take over. You can also reach us at hello@boltpharmacy.co.uk or 03330162337. Choosing to speak to a person will not delay or affect your care.
👩⚕️ A qualified person is always in the loop
Jesse never makes clinical decisions. It does not prescribe, change or stop any medicine, decide whether a treatment is right or safe for you, or assess your eligibility. Those decisions are always made by a registered prescriber, who remains personally accountable for your care. Jesse's role is to help gather information and connect you with the right person.
⚖️ Your rights around automated decisions
Under UK data protection law, you have the right not to be subject to a decision that has a legal or similarly significant effect on you if it is made solely by automated means, with no meaningful human involvement. We do not make significant decisions about your health in this way. A registered professional is always meaningfully involved, and you can ask for a person to review, comment on, or challenge any decision about you.
🔒 Your data
For full detail on how we use your information when you interact with Jesse, please see Section 17 of our Privacy Policy: https://www.boltpharmacy.co.uk/privacy
2. How to make a complaint
https://www.boltpharmacy.co.uk/complaints
If your complaint relates to a communication from Jesse, our virtual assistant, please include the date and channel (WhatsApp, SMS, email or app) and we will retrieve the interaction record as part of our investigation.
3. Terms and Conditions: Jesse clause
AI-assisted communications. By trusting Bolt to deliver your care, you acknowledge and agree that some of our communications with you, including initial responses across WhatsApp, SMS, email and our app, may be handled by Jesse, our virtual assistant. Jesse supports non-clinical queries only. It does not provide clinical or medical advice, does not make clinical decisions, and does not prescribe. A member of our team is always available on request, and you may ask to speak to a person at any time.
