You must scroll through and reads the terms before you can accept
IF YOU BELIEVE THAT YOU OR THE PERSON YOU ARE ASSISTING IS IN AN URGENT OR EMERGENCY SITUATION YOU SHOULD IMMEDIATELY DIAL 999.
Health services delivered through our Personal Health Hub are not to be used in a critical or life-threatening situation and YOU SHOULD CALL 999 IMMEDIATELY if someone has:
severe bleeding and it can't be stopped;
severe chest pain;
a severe allergic reaction;
severe burns or scalds;
loss of consciousness;
major trauma such as the result of a serious road traffic accident, a stabbing, a shooting, a fall from height or a serious head injury; or
acute confused states and fits that aren’t stopping
if you believe someone is having a heart attack or stroke.
This list has been included to provide you with examples of emergency situations where you should dial 999. There may be other situations where you should call 999 that are not listed here.)
Please read these terms of tse (Terms) carefully. These cover all the services we provide to you via our on-line health hub at portal.practiceplus.co.uk (we call this our Personal Health Hub). We refer to all these services as the Services.
You are able to access the Services through registering for a Personal Health Hub account. Once you have an account you will be able to book an appointment to see your GP on-line, book a voice/telephone appointment with your GP on line and also use our health assessment tool. There is more information about the Services below.
When you use our Services, our healthcare practitioners will serve you from the UK.
You will be asked to accept these Terms as part of your account registration.
Our Personal Health Hub is available to patients aged 16 and over (the Users).
By accessing the Personal Health Hub you agree to accept these Terms. If you do not agree with these Terms you should not complete your registration for a Personal Health Hub account and/or use our Services.
We may amend these Terms from time to time. Every time you wish to use our Services, please check these Terms to ensure you understand the Terms that apply at that time. If we make any material changes to these Terms, we will give you reasonable notice prior to the change becoming effective. Any changes will be effective immediately when the revised Terms are posted on the Personal Health Hub. You should stop using the Services if you do not agree to any changes. Your continued use of the Services following any changes to these Terms signifies your acceptance of those changes.
You are also responsible for ensuring that all persons who access our Personal Health Hub through your internet connection are aware of these Terms and that they comply with them.
These Terms include details of our complaints handling policy and procedure and what is required from you, for us to provide the Services. They also set out how we use your information to set up your Personal Health Hub account and a summary of how we will use your information to deliver the Services. Once you have a Personal Health Hub account you will be able to see more detailed information about how we use your information to deliver the Services through your Personal Health Hub account. This is particularly relevant given the recent introduction of the General Data Protection Regulation (GDPR) in May 2018.
If you have any questions or suggestions about these Terms, the Services or how we use your personal information, please get in touch with us and we would be happy to discuss this with you. Please call 0300 130 3333 or email firstname.lastname@example.org. We are available by telephone between 8am and 8pm, 7 days a week.
You can also use the same contact details if you want to ask us to delete your Personal Health Hub account.
B) CARE UK
Care UK (Primary Care) Limited is registered in England and Wales with company number 11078321 and registered office of Connaught House, 850 The Crescent, Colchester Business Park, Colchester, CO4 9QB (Care UK, we, and us).
C) OUR SERVICES
What our Services cover and important information you must be aware of when using our Services
Our Services are provided using qualified healthcare professionals based in the UK (Practitioners).
We provide our Services using our Personal Health Hub. Our services may include:
We provide our Services using our Personal Health Hub. Our services may include:
use of our on-line Health Assessment Tool, which provides you with information about your symptoms and possible next steps ;
the ability to ask our Practitioners questions on-line;
where appropriate, receiving prescriptions from our Practitioners (see section G);
access to healthcare records we hold about you; and
access to other digital healthcare tools that provide health and lifestyle information.
We aim to offer you a telephone or face to face appointment within 48 hours. Appointments are typically 10 minutes long and available between 8am and 8pm, 7 days a week. Appointments are subject to availability.
Appointment times may be subject to change by us and are only made available to you at our sole discretion. If your appointment is cancelled your GP practice will call to let you know and to discuss next steps.
If for any reason you cannot access your Personal Health Hub you can book an appointment by calling us on 0300 130 3333.
Our clinical services are regulated by the Care Quality Commission in England (whose website is www.cqc.org.uk).
Some medical conditions are not suitable for remote consultations and you should always seek advice from a healthcare professional in person if you are unsure about whether you have been able to explain or communicate your medical needs through the Personal Health Hub.
If you have any queries about the advice you receive from our Practitioners, you should book a further appointment. If you let us know about your query or concern we will try and book you an appointment with a Practitioner with a specialist interest in the relevant area. However, we cannot guarantee that you will be able to see such a Practitioner and it may take us longer than the usual 48 hour period to find you an appointment time. You may also raise your query or concern with the duty manager or duty doctor.
Some conditions are not suitable for remote advice We recommend that you check our FAQs prior to using the Services which may help you in assessing their suitability in relation to your symptoms. Our FAQs can be found here at www.practiceplus.co.uk/faqs.
The Services are provided in English. However, interpretation services are available on request by emailing email@example.com or calling us on 0300 130 3333. Our telephone lines are open 8am to 8pm, 7 days a week.
Our Health Assessment Tool provides information to you based on, amongst other things, the symptoms you enter. For example, it can provide:
- information on next steps to be taken by the User experiencing the symptoms and/or
- general medical information on the types of conditions that people who have experienced similar symptoms have had, which may include less detailed typical next steps.
Whilst the Health Assessment Tool can provide you with useful information, you remain responsible for deciding whether or not to make an appointment or seek other healthcare advice.
The Health Assessment Tool is not designed as and should not be used as a tool to detect, diagnose, treat or monitor any medical or health condition or to establish the existence or absence of any medical or health condition.
The Health Assessment Tool may present a list of conditions to a User. These are listed in the order of how closely the conditions match the symptoms entered, based on symptom prevalence for conditions which is taken from publicly available medical resources. The order in which conditions are listed does not in any way indicate the likelihood of you having or not having a condition.
We provide our clinical services using reasonable skill and care from appropriately qualified and experienced staff and Practitioners.
Our Practitioners are committed to providing the Services in accordance with clinical best practice and applicable professional standards. They make sure that they are at all times insured by a reputable medical indemnity insurance organisation.
We may update and/or make changes to the Services from time to time, for example, to reflect changes in your needs and/or our business priorities or any legal or regulatory changes. We will give you reasonable notice of any major changes in advance. If you are not happy with the proposed changes, then you may contact us to terminate your Personal Health Hub account.
D) WHAT WE NEED FROM YOU IN ORDER TO PROVIDE THE SERVICES
We can only provide the Services in accordance with these Terms if you provide us with certain information. You must ensure that:
any information you give to us or a Practitioner is accurate and in a language that is understood by both you and your Practitioner;
if you have any concerns about the information or care you have received through our Personal Health Hub, you seek further medical advice;
you follow any advice you are given by Practitioners;
you follow any advice regarding the use of any medicines or healthcare products the Practitioner recommends or prescribes (including in respect of use-by dates);
you report any adverse or unexpected effects of treatments your Practitioner recommends by contacting us on 0300 130 3333 or emailing us at firstname.lastname@example.org and contact your GP immediately should your condition change or your symptoms worsen. If you require urgent care, you should contact your nearest emergency services centre immediately or call 999;
you keep any medicines we prescribe to you securely and do not allow others (especially children) to be able to access them or use them;
you tell us immediately if any of our information about you is or becomes inaccurate or incomplete; and
you use our Services only for yourself, unless you are helping a child further to section E.
We rely on holding all the information we have about you in one place. Please do not therefore create more than one Personal Health Hub account, as this will mean that your information is split across different accounts.
In the event that:
you require medical information and you are unable to access the Personal Health Hub for whatever reason;
there are no appointments available to suit your requirements;
you miss an appointment for whatever reason;
you lose connection during a telephone appointment; or
your appointment is cancelled, including as a result of a Practitioner being unavailable
it is your sole responsibility to either book an alternative appointment with us or seek appropriate alternative medical advice.
We may contact you by telephone, post or email to verify your identity or other account information and may request further information from you, which you agree to provide, in order to ensure you have not fraudulently created your account. If you do not provide this information in the manner requested within seven (7) working days of the request, we reserve the right to suspend, discontinue or deny you access to and use of the Personal Health Hub until the information is provided to our reasonable satisfaction.
You are solely responsible for all activity that occurs on your account and you must notify us immediately if you become aware of any unauthorised use of your account or if your login details are lost or stolen. We shall not be liable for any losses that you incur as a result of any unauthorised use of your account.
E) TECHNICAL REQUIREMENTS FOR USING THE PERSONAL HEALTH HUB
The Health Hub and the Health Assessment Tool use software provided by people other than Care UK, and use certain data that you provide to them in order to work.
We recommend that if you are using a wireless network to access your Personal Health Hub, you avoid the use of public wi-fi facilities in favour of a secure personal wi-fi connection, and that the wireless network is secured with WPA-2 security. An internet connection of 2mb or more is recommended to ensure smooth operation of the Personal Health Hub.
We recommend that the device from which you access the Personal Health Hub has the latest version of its operating system installed and is password protected, set to lock after a short period of inactivity, and protected with suitable anti-virus and anti-malware software that is kept up to date.
Updates to the software that runs the Personal Health Hub will automatically be made available to you. Any major updates to the Personal Health Hub will be made known to you via a “Coming Soon” icon which will appear on the Personal Health Hub. We may also write to notify you of any new functions that are available on the Personal Health Hub following any major updates.
F) CHILDREN AND OUR SERVICES
Patients aged 16 or older can register children for whom they are responsible for their own Personal Health Hub account. However, those under 16 will not be able to register for a Personal Health Hub account themselves.
Young people between 16 and 18 may use our Services and open their own account with us.
Those under 16 who are registered with a Practice Plus practice can make an appointment for a telephone or face to face consultation with a GP in the usual way by attending or calling their practice on 0300 130 3333.
We may suspend the Services or terminate User accounts if we reasonably suspect that they are being used in breach of the restrictions in this section E.
How medication is prescribed to you, letters and sick notes
Practitioners can prescribe medicines without meeting you face to face as they have direct access to your NHS medical record, enabling them to issue appropriate prescriptions, sick notes and letters.
Once they have carried out an assessment of your health needs, informed by your medical records, our Practitioners can also provide referral letters (for example to refer you to a consultant at a local hospital) if necessary.
You can request a prescription for a controlled drug (as defined by the Misuse of Drugs Act 1971) through the Personal Health Hub. Your medical records will be reviewed and, if necessary, an assessment will be carried out by one of our Practitioners prior to issuing any of these medications. You may need to attend an appointment.
We accept repeat prescription requests through the Personal Health Hub. Repeat prescriptions will be issued, if appropriate, once a Practitioner has reviewed your medical records and/or you have attended an appointment.
You must ensure that you order your repeat prescription in sufficient time and a minimum of 3 working days before you need to collect your medication.
Unless you are exempt from prescription charges or you have asked for a private prescription that is not available through the NHS (for example travel medication) your prescription will be an NHS prescription and will be charged at the standard prescription rate.
Exemption guidelines can be found here:
Most NHS prescriptions are valid for six months, others only 28 days. To check when your prescription was issued please contact 0300 130 3333.
Our Personal Health Hub will enable you to request that we send your prescription to your preferred pharmacy to collect during their normal opening hours.
We can provide you with a sick note through the Personal Health Hub. To do this you will need to book a telephone appointment with a Practitioner. If it is appropriate to provide the note, the Practitioner will do this by emailing you directly from our NHS email account or you can collect a hard copy from a Practice Plus surgery if you prefer.
Sometimes patients ask us to write letters for them, for example to their employer or insurer. You can request a letter by sending us a message through the Personal Health Hub, explaining what you need the letter for. It may be that before we can write you a letter you need to see a Practitioner. You can book an appointment through the Personal Health Hub. If you book a telephone appointment through the Personal Health Hub then your Practitioner can issue you with a letter by emailing you directly from our NHS email account or you can collect a hard copy from a Practice Plus surgery if you prefer.
You understand and accept that each Practitioner, at their sole discretion, creates prescriptions, letters and sick notes based on their own professional judgement and legal obligations. You understand and accept that that the content of such items including prescriptions, letters and sick notes is individual, based on information you provide to the Practitioner and your presentation at the time of your consultation. As such, the contents of any prescription, letters or sick note may vary; the precise nature of the content shall be at the sole discretion of the Practitioner and you agree to hold harmless Practice Plus, its employees, officers, directors, agents and affiliates from any claim that may arise as a result of the contents of such items. You must not tamper with the content of any such prescriptions, letters or sick notes. Any prescriptions you acquire via the Personal Health Hub are solely for your personal use. You understand and accept that there is no guarantee that such prescriptions, letters or sick notes will contain the content you desired, hoped for, expected, were informed of, understood or believed they would contain. Our Practitioners reserve the right to refuse to issue a prescription if they believe in their reasonable medical opinion that it is not considered clinically appropriate.
All Practitioners who have signed up to provide prescriptions through the Personal Health Hub have undertaken to comply with the General Medical Council guidelines on remote prescribing – of essential standards of quality and safety as enforced by the Care Quality Commission. Copies of these can be found at http://www.gmc-uk.org and http://www.cqc.org.uk. The General Medical Council registration number of all Practitioners who are medical doctors, past or present, can be supplied upon request.
H) OTHER LIMITS ON THE SERVICES
Other limitations and restrictions on use of the Services
We do not guarantee the availability of any particular Practitioner at any particular time. We will do what we can to arrange a consultation with a Practitioner within 48 hours or at a future time of your convenience, but do not guarantee to offer consultations within a particular time. The length of consultations generally is limited to 10 minutes, though they can be longer for certain planned consultations.
Practitioners may hold different clinical opinions on the same medical condition or symptoms and, provided these opinions are reasonably held, the fact that two or more Practitioners give different opinions in the course of service provision does not necessarily indicate that our Services are defective. We do not tolerate abuse or offensive behaviour towards Practitioners or any staff or support member of Care UK.
We may need to ask you for certain personal information in order to provide our Services. If you do not provide this information when requested, we may be unable to provide our Services to you.
We do not guarantee that the Services will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of the Services for business and operational reasons, including (without limitation) for technical or security reasons. We will try to give you reasonable notice of the time and length of any suspension, withdrawal or restriction and the reason for it. This notice may include an email notification, posters on display in your practice or letting you know when you visit your practice or speak to us by telephone. We will provide you with an alternative way of contacting us during the withdrawal, suspension or restriction.
If we need to suspend the Services at any time prior to any appointment that you have already booked, we will notify you in advance (unless the suspension is due to unforeseen circumstances such as emergency maintenance) and we may call you to discuss next steps.
We reserve the right to suspend or terminate your access to the Services at any time, without notice and without us bearing any liability to you, if we reasonably believe you have breached any of these Terms or used the Services inappropriately.
We do not guarantee that accessing Services through the Personal Health Hub is the best way of addressing your particular healthcare concern or medical issue. You agree to contact your GP immediately should your condition change or your symptoms worsen. If you require urgent care, you should contact your nearest emergency services centre immediately or call 999.
Content Disclaimers: Any information on the Personal Health Hub or in any communications from us (other than advice provided by a Practitioner during an appointment) is for general educational and informational purposes only and is not intended to amount to advice on which you should rely. Such information should not be relied upon as a substitute for seeking appropriate individual medical advice or services.
Although we make reasonable efforts to update the information on the Personal Health Hub, we make no representations, warranties or guarantees, whether express or implied, that the content is accurate, complete or up to date. We accept no responsibility for any consequences relating directly or indirectly to any action or inaction you take based upon such information.
General Disclaimers: We make no warranty that the Services will meet your requirements or that the Services will be uninterrupted, 100% secure or error-free, or that defects, if any, will be corrected. We are not responsible for transmission errors or any corruption or compromise of data carried over local or interchange telecommunication carriers.
We will take all reasonable precautions to protect against failure of our equipment and software and will perform regular back-ups of all data stored. You acknowledge and accept that in the event restoration of data from backup is necessary, it may take several days to complete such restoration of data and resume operation of Services.
We do not guarantee that the Personal Health Hub will be secure or free from bugs or viruses. You are responsible for configuring your information technology and computer programmes in order to access the Personal Health Hub. You should use your own virus protection software.
WE MAKE NO REPRESENTATIONS OR WARRANTIES ABOUT: THE SATISFACTION OF GOVERNMENT REGULATIONS REQUIRING DISCLOSURE OF INFORMATION ON PRESCRIPTION DRUG PRODUCTS; OR ANY TREATMENT, ACTION OR APPLICATION OR PREPARATION OF MEDICATION BASED ON INFORMATION OFFERED OR PROVIDED THROUGH THE PERSONAL HEALTH HUB.
We do not endorse the promotions, products or services of any third parties, nor do we warrant or validate the accuracy of any third party advertisements, promotions, communications or other materials. We do not assume any responsibility or liability for the accuracy of information contained on any third party web sites.
I) ACCESSING OUR SERVICES
How to access our Services and other terms concerning access
To register with us you are required to provide accurate and as complete information as possible, including your first and last name, email address, postal address, mobile telephone number and/or landline number, place of birth, NHS number and any other information that we specifically request. You will be requested to set up a confidential password which must satisfy specific requirements, which we will inform you of prior to setting up your password. You must keep your Personal Health Hub account details up to date at all times. We reserve the right to terminate any Personal Health Hub account which (at any time) does not include a valid email address and telephone number. Both the email address and telephone number must be stored in the profile for your Personal Health Hub account. Please note: this does not affect our conformity with all relevant English laws regarding the keeping, maintenance and protection of medical/patient records.
Our Services are accessed remotely using the internet, data networks and devices which can access the internet (“Infrastructure”) and operate the Personal Health Hub. We make the Personal Health Hub available for access using the Infrastructure, but we are not responsible for the Infrastructure. If you wish to use the Services, you should ensure you have an internet-enabled device and a sufficient internet connection available.
Technical or security threats or issues affecting the Infrastructure may require us to suspend our Services in order to ensure they are secure and/or operating optimally.
When you use the Personal Health Hub or send e-mails to us, you are communicating with us electronically. We will communicate with you by e-mail or by posting notices, alerts, prompts, information fields or other information through the Personal Health Hub as is necessary to deliver the Services to you. Please note it is your responsibility to ensure that your email account is secure.
We operate anti-virus and malicious software prevention measures on the Personal Health Hub, but we cannot guarantee that our Services will always be virus-free. You should ensure that any device you use to access the Services is protected against viruses and malicious software. You must not use or expose the Personal Health Hub to viruses or malicious software contamination.
You must not attempt to gain unauthorised access to the Services.
J) HOW WE MAY USE YOUR PERSONAL INFORMATION
How we use your information
We use your personal information in accordance with the privacy information set out at section R. Please take the time to read that information as it includes important details about how we secure and process your data. Please also read the further information about how we use your data that is available via our website at www.practiceplus.co.uk/privacy-policy.
K) CONSULTATION RECORDINGS
We record consultations and we explain why
We record all telephone consultations for the purposes of clinical audit and quality assurance. Details of how we protect and use such recordings are set out in the detailed privacy notice (Privacy Notice) that you can access through your Personal Health Hub account. If you have any further questions please contact us on 0300 130 3333 between 8am and 8pm, 7 days a week.
Consultation recordings should not be published on social media or any other media sharing platforms.
L) OUR LIABILITY TO YOU
This section is important as it outlines all the information you need to know about our liability to you.
If we breach any of these Terms and you suffer loss or damage as a result, we are responsible for compensating you for that loss or damage if it was a foreseeable result of our breaching of these Terms.
We are not responsible for compensating you for loss or damage that is not a foreseeable result of breaching these Terms. Nor will we be liable for indirect, incidental, special or consequential damages.
We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising in connection with:
inability to use the Services; or
use of or reliance on any content displayed on the Personal Health Hub provided this is permitted by law
Other than healthcare provided by our Practitioners, our Services are provided on an ‘as is’ basis without a warranty of any kind being provided by us.
If we provide digital content that is defective and damages a device or other digital content belonging to you, and we have not used our reasonable skill and care, we will compensate you or repair the device or content (at our election). This will be subject to you proving that such damage was caused as a result of using defective digital content provided as part of our Services.
We will not be liable for any loss or damage resulting from defective digital content where you have failed to follow our usage instructions or advice in these Terms.
We supply the Services for private personal use and we are not responsible for any losses you suffer arising out of the use of the Services that are business losses.
We design the Personal Health Hub to keep your personal health data secure and it is important that you follow the usage instructions and advice in these Terms in order to keep your data safe. We are not liable for any loss of or unauthorised access to your data where it results from you not following these instructions and advice.
We will not in any case exclude or limit in any way our liability to you where it would be unlawful to do so.
M) OUR BRAND AND CREATIVE MATERIAL
The basis on which you use the Personal Health Hub
We own copyright and other intellectual property rights in the Personal Health Hub, our Services and their content (“Care UK IPR”).
You are permitted to use Care UK IPR in order to receive our Services, store information on your device and print copies of it for your personal use. You are not permitted to copy, distribute or make any business use of Care UK IPR. You must not remove or obscure any notices regarding Care UK IPR.
The Practice Plus mark, logo, combined mark and logo and other marks indicated in the Personal Health Hub are the trademarks of Care UK or its affiliates in the United Kingdom and other countries. Other graphics, logos, page headers, button icons, scripts and service names are trademarks of other businesses or our affiliates or partners.
N) LICENCE AND PERSONAL HEALTH HUB USE
You are allowed to use the Personal Health Hub but you cannot copy it or distribute it
We grant you a limited licence to access and make personal use of the Personal Health Hub. However, you are not permitted to modify it, or any portion of it, except with the express written consent of Care UK. This licence does not include any resale or commercial use of the Personal Health Hub or its contents; any derivative use of the Personal Health Hub or its contents; or any use of data mining, robots, or similar data gathering and extraction tools.
The Personal Health Hub may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent. Any unauthorised use terminates the permission or licence granted by Care UK.
Save as set out in these Terms, you may not use any logo or other proprietary graphic or trademark of ours, our partners or affiliates without our express written permission.
The Personal Health Hub or any Service may contain links to other independent third party websites (“Third Party Sites”). Third Party Sites are not under our control, and we are not responsible for and do not endorse their content. You will need to make your own independent judgement regarding your interaction with any Third Party Sites, including the purchase and use of any products or services accessible through them.
O) CANCELLATION OF YOUR PERSONAL HEALTH HUB ACCOUNT
Our right to terminate. We may end the contract between us, terminating your right to use the Services, if:
you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Services, for example valid contact details; and/or
we decide that you have materially or repeatedly breached any of these Terms or used the Services inappropriately.
You must compensate us if you break the contract. If we end the contract in the situations set out in the circumstances above we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
We may withdraw the Services. We may write to you to let you know that we are going to stop providing the Services. We will try to let you know in advance of our stopping the supply of the Services.
We will advise you of any termination or suspension via the contact email held as part of your account.
You may de-register from your Practice Plus GP practice and sign up with a new NHS GP at any time by completing the registration process defined by the new NHS GP you wish to register with.
If you de-register we will delete your account and you will no longer be able to receive Services via the Personal Health Hub
If you wish to cancel an appointment you should can do this via the Personal Health Hub or by calling us on 0300 130 3333 between 8am and 8pm, 7 days a week.
If you wish to remain a patient of your Practice Plus GP practice but delete your Personal Health Hub account please contact us on 0300 130 3333 or email email@example.com
Consequence of termination. On termination of your Personal Health Hub account for whatever reason, we have the right to delete all data, files or other information relating to you that we store or control for any reason, subject to relevant law concerning the keeping and maintenance of your electronic medical records and relevant data protection laws.
P) COMPLAINTS AND DISPUTES
What happens if you have a complaint about our Services or disagree with us about anything to do with these Terms:
You can always give us feedback on our Services by calling or emailing us on 0300 130 3333 or firstname.lastname@example.org.
If you have a complaint about our Services, we would like to resolve it as soon as possible. Please tell us about your complaint as soon as you can so that we can action address it.
If you wish to make a formal complaint about our Services, you should do so as soon as possible by calling or emailing us on 0300 130 3333 or email@example.com. We may ask you for certain details about you and your complaint in order to address it. Please provide these as soon as you can so that we can resolve your complaint quickly.
Our Practitioners are registered healthcare professionals, and we will handle your complaint in an appropriate way, as required by the professional rules that apply to our Practitioners and to our Services, and in accordance with our complaints procedure. Our complaints procedure will be sent to you via email by our administration team on receipt of your complaint.
We will tell you the outcome of our investigation into your complaint and give you the chance to discuss it with us. If we have done something wrong, we will apologise to you.
If we have not resolved a disagreement about these Terms, or a complaint about our Services, either of us can refer the dispute to mediation in accordance with the Centre for Effective Dispute Resolution's independent mediation scheme for patients (see https://www.cedr.com/consumer-disputes/healthcare/mediation/introduction). You may complain to the Parliamentary & Health Services Ombudsman https://www.ombudsman.org.uk/
These Terms and the Services are governed by English law and the English courts shall have exclusive and irrevocable jurisdiction to hear any claim arising out of or in connection with these Terms and/or the Services.
Q) OTHER IMPORTANT TERMS
Other provisions explaining how we may exercise our rights under these Terms
We may transfer our rights and obligations to someone else. We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract you have with us.
You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing.
Except where expressly stated, nobody else has any rights under these Terms. No other person shall have any rights to enforce any of these Terms.
If a court finds part of these Terms illegal, the rest will continue in force. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing these Terms, we can still enforce them later. If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaching of these Terms, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
We would like to remind you that:
We provide health and medical advice via telephone-based Practitioner consultations.
We provide a Health Assessment Tool. The output from this does not constitute medical diagnosis or treatment. You should always talk to a qualified medical professional about any questions you may have about a medical condition. If you think you have a medical emergency, you should call your doctor or the emergency services immediately. The information contained within the Health Assessment Tool is in line with current clinical guidance (including guidance on sepsis) and undergoes rigorous clinical audit on a periodic basis.
Presentation of possible matches: our Health Assessment Tool may present a list of conditions to a User. These are listed in the order of how closely the conditions match the symptoms entered, based on symptom prevalence for conditions which are taken from publically available medical resources. The order in which conditions are listed does not in any way indicate the likelihood of the User having or not having a condition.
Some conditions are not suitable for remote advice. We recommend that you check our FAQs prior to use of the Services which may help you in assessing their suitability in relation to your symptoms. Our FAQs can be found here at www.practiceplus.co.uk/faqs.
We need certain information from you in order to provide the Services (see section D).
The Personal Health Hub is currently only available in specific areas of England and cannot be accessed nationally or internationally. For example, Practice Plus is only available where a Clinical Commissioning Group has specifically commissioned the service.
The Personal Health Hub is not suitable for managing medical emergencies.
People under the age of 16 cannot register with the Personal Health Hub themselves (see section F).
R) Privacy Information
How we use your personal information
This section tells you what to expect us to do with your personal information when you register for an account with us. So that you can understand now how your information will be used after you register, we have also included an overview of how we may use your personal information if you access the Services.
Personal information is any information that can be linked to you or another living person.
Once you have registered for an account, you will find details about how your personal information may be used by logging into your account, clicking on the menu bar and selecting the ‘Privacy Notice’ icon.
The identify and contact details of the controller and DPO
Care UK is the registered data controller with the Information Commissioner’s Office, with registration number A8260356.
Our Data Protection Officer (DPO) is Shepherd Makusha.
If you have any questions, comments or concerns about how we handle your person data then please do contact our DPO:
Address - Data Protection Officer, Quality and Governance team, Care UK, Hawker House, 5-6 Napier Court, Napier Road, Reading, Berkshire, RG1 8BW.
Telephone - 07765 405 911
The purpose for processing and conditions for processing
Care UK delivers NHS services to you and we need to collect and use personal information about you in order to deliver those services. This includes using your personal information to set up an account through which you can access the Services. We will also need to use your personal information to provide you with the Services outlined in these Terms.
When we use your personal information to provide you with NHS services we will follow NHS good practice and will:
discuss what we are going to record about you
give you a copy of the letters we are writing about you; and
show you what we have recorded about you, if you ask.
We may also use your personal information to help manage NHS services. This includes local administrative purposes such as, waiting list management, looking at performance against national targets, activity monitoring, local clinical audit and production of datasets to submit for commissioning purposes and national collections. You can opt out of some of the uses of your personal information by the NHS, through the National Data Opt Out programme. More information can be found on the NHS Digital website.
Your personal information may also be used to:
respond to queries from regulators like the Care Quality Commission and General Medical Council;
protect and promote public health;
conduct legal claims or comply with a court order;
seek legal advice or advice about insurance coverage or other assistance from our professional advisors;
ask you for feedback and respond to communications from you; and/or
produce anonymous information (i.e. information that can’t be linked to individuals) that we can use to analyse and improve our Services.
Under data protection laws, each purpose for which we use your personal information must comply with one of the conditions for processing.
When we are using personal information we must meet one of the conditions set out in Article 6 of the General Data Protection Regulation (GDPR). We have set out in the table below which Article 6 conditions we are relying on when we use your personal information.
ARTICLE 6 CONDITION
provide you with NHS services, including by setting up a Personal Health Hub account through which you can access the Services
Article 6(1)(e) - public task
co-operate with regulators, like the Care Quality Commission
Article 6(1)(e) – public task Article 6(1)(c) – compliance with a legal obligation
comply with a legal obligation, like a court order requiring us to release information
Article 6(1)(c) – compliance with a legal obligation
deal with disputes and legal claims, for example if you make a legal claim against one of our Practitioners
Article 6(1)(f) – legitimate interests (we have a legitimate interest in being able to deal with disputes and legal claims)
deal appropriately with any risk to public health and promote public health
Article 6(1)(e) - public task Article 6(1)(c) – compliance with a legal obligation
help maintain the quality of and improve our services
Article 6(1)(e) - public task Article c(1)(f) – legitimate interests (we have a legitimate interest in maintaining and improving the quality of our services)
we may also use your information to help other organisations delivering NHS or social care to provide you with services.
Article 6(1)(e) - public task
Categories of data that we process
We use your contact details and biographical information to set up your account, including your name, email address, telephone number, username and password.
When you access our Services we will also use your biographical information, information about your health and social circumstances, communications with or about you and information about your use of the Personal Health Hub. This may include information about your ethnicity, sexual orientation, sex life, religious beliefs or opinion or genetic data where this is relevant to your care or is information that you have provided to us as part of your care.
Further information about the information we collect is set out in the tables below
Date of birth
Sensitive data collected
Information relating to the individual’s physical or mental health or condition
An appropriate level of information relating to the individual’s physical or mental health or condition to enable the clinical team to provide suitable treatment to individuals.
Information relating to the individual’s sexual life
Dependent on the individual’s concerns, symptoms or condition, this information may be required to assist with medical diagnosis and treatment.
Information relating to the family of the individual and the individual's lifestyle and social circumstances
If there are any hereditary or genetic illnesses in the family or any detrimental lifestyle choices or particular socio-economic circumstances, then this information will assist with the assessment of treatment options and potential onward referral to other services, including social care.
Information about sexual orientation
This may be relevant to sexual health issues
Information about ethnicity
This may be relevant if a health condition is particularly prevalent within an ethnic group
Information relating to philosophical or religious beliefs
This may be relevant to diagnosis or treatment decisions, for example if someone is fasting
Where we get your personal information from
As setting up your account is part of providing you with NHS care, we are able to use information from your NHS records to invite you to register for the Services.
If you use the Services then the Practitioner will access your NHS medical record, so that they can provide you with well-informed medical advice.
The recipients of the data
The information you provide us with will be stored on your NHS record and may be accessed by other NHS organisations to help provide you with care.
To make sure that we provide you with an efficient and effective service, we will sometimes need to share your information between teams within our organisation, with partner organisations within the NHS that support the delivery of the service you may receive and with organisations we have contracted to provide a direct care service to you.
These organisations include:
NHS Commissioning Support Units;
independent contractors such as dentists, opticians, pharmacists;
private sector providers;
voluntary sector providers;
Clinical Commissioning Groups;
social care services;
fire and rescue services;
police and judicial services;
voluntary sector providers; and
NHS approved private sector providers
We have provided further details on some of the important aspects of our Personal Health Hub, including partners and processes below.
To set up your account we share your information with other organisations that help deliver our Services. These contractors, who supply the technology and healthcare content to the Personal Health Hub include:
Your data is not transferred to a third country or international organisation
Your personal information will only be stored and processed on servers based within the European Union.
Records will be retained in compliance with our ISO27001 Information Security Management System and our Records Retention and Archiving Policy as well as the IGA Records Management Code of Practice for Health and Social Care 2016.
Usually all adult health records will be retained by Care UK for a maximum of 8 years. At the end of this period, the data will be reviewed and if it is no longer needed it will be destroyed. However, information may continue to be stored on your NHS health records.
For children’s records including midwifery, records will be retained up until the patient’s 25th birthday or if the patient was 17 at the conclusion of the treatment, until their 26th birthday. Again, information may be retained on NHS health records to ensure that your records are complete.
At the end of this period, the data will be reviewed and if it’s no longer needed it will be destroyed.
For GP records about the death of a registered patient, the data will be held for 10 years after the death of the patient and will be destroyed after this time.
These retention periods reflect our current organisation wide policies on records retention, and are in line with national guidelines.
Once we believe information is no longer needed it will be securely and confidentially destroyed.
Your rights under GDPR and right to complain to the ICO
You have rights under the GDPR which we will uphold at all times. The rights available to you depend on our reason for processing your information. You can find out more on the Information Commissioner’s Office website. Your rights include:
The right to be informed about how we will use your personal information;
The right to access the personal information we hold about you and other details about how we use your personal information;
The right to rectification if you believe your details are incorrect;
The right to erasure (we will not normally delete information from medical records) The right to restrict the processing of your data;
The right to data portability;
The right to object to the processing of your personal data; and/or
The right not to be the subject of automated decision-making without human intervention;
You have a right to complain to Care UK in line with Care UK’s Health Care Feedback Policy and Complaints Process. You also have the right to complain to the Information Commissioners Office if you are unhappy with how we process your data by visiting their website: www.ico.gov.uk.
Information on automated decision making
The Health Assessment Tool uses the data you enter (like your symptoms) to automatically provide you with information about your symptoms and/or what steps to take next. This can range from advice on how to care for yourself, confirming that you need an appointment, or that you should contact the emergency services. The Health Assessment Tool does not make any decisions about your care.
In the event that the recommended action is an appointment with a Practitioner, the results produced by the Health Assessment Tool will always be further checked and verified by the consulting Practitioner on duty. It is always your choice to use the Health Assessment Tool and whatever the output of the Health Assessment Tool you can still contact us by telephone or in person at the practice, or make an appointment through the Hub.
The transfer of your data from NHS systems such as the Summary Care Record and NHS Choices is automated in how it is received, however no care or treatment decisions made about you are automated in any way.