Information and Policy

By visiting the Site or using our Services, you agree that your personal information will be handled as described in this Policy.  Your use of our Site and Services, and any dispute over privacy is subject to this Policy and our Terms of Service, including its applicable limitations on damages and the resolution of disputes.  The Medicliq Terms of Service are incorporated by reference into this Policy.

WHAT INFORMATION DO WE COLLECT ABOUT YOU AND WHY?

We may collect information about you directly from you and from third parties, as well as automatically through your use of our Site or Services.

Information We Collect Directly From You.

Users may browse the informational areas of the Site without registering with.  However, registration is required to use the Services. Once a Healthcare Provider has registered with us and subscribed to our Services, the Healthcare Provider can then accept or invite Patients to use the Services.  After receiving an invite, the Patient would then need to register for a Medicliq account to use the Services.

Healthcare Provider Registration. To register, Healthcare Providers must provide certain information about themselves and their practices including: the Healthcare Provider’s name, date of birth, gender, address, email, mobile and work phone; the Healthcare Provider’s practice name, address, phone number; and a user id and password.  We may also collect certain optional information, including: middle name or initial, bank account or other payment information and other contact details, picture and communication preferences.

Patient Registration.  Patients must provide certain information, including: name, date of birth, gender, address, email, mobile and work phone, as well as a user id and password.  We may also collect certain optional information, including: middle name or initial, home phone and other contact info, pharmacy name and contact details, other demographic information, health insurance information, credit card number and billing details, picture and communications preferences.  In addition, the Patient can communicate other health-related information to the Healthcare Provider during a video consultation via the Medicliq app.

Other.  We also collect other information that you submit on our Site, such as comments and blog postings (see “User Generated Content” section below).  You must submit your name to post a comment to our blog and you may submit other optional information as well.

Information we collect from healthcare providers.  Certain features and Services are available to patients because their Healthcare Providers use our Services.  Healthcare Providers may provide patient names and e-mail addresses to us so we may communicate with patients on their behalf about the availability of certain Services.

Information we collect automatically. We may automatically collect the following information about your use of our Site or Services through cookies, web beacons, and other technologies: your domain name; your browser type and operating system; web pages you view; links you click; your IP address; a time and date stamp and the length of time you visit our Site and or use our Services; the referring URL, or the webpage that led you to our Site; and your browser type.  We may combine this information with other information that we have collected about you, including, where applicable, your user name, name, and other personal information.  Please see the section “Our Use of Cookies and Other Tracking Mechanisms” below for more information about our use of cookies and other tracking mechanisms.

HOW WE USE YOUR INFORMATION

We use the information that we gather about you for the following purposes:

To provide our Services. To communicate with you about your use of our Services, to respond to your inquiries, to provide technical support and assistance and for other customer service purposes.  To communicate with you regarding the availability of Services on behalf of your Healthcare Provider, otherwise, we do not market to Patients.  To send you reminders and other information related to your care on behalf of your Healthcare Provider.  To tailor the content and information that we may send or display, to offer location customization, and personalized help and instructions, and to otherwise personalize your experiences while using the Site or our Services.  To send offers and other promotional communications to Healthcare Providers; To display advertising on our Site.  To better understand how users access and use our Services, both on an aggregated and individualized basis, in order to improve our Site and Services and respond to user desires and preferences, and for other research and analytical purposes. 

HOW WE SHARE YOUR INFORMATION

We may share the information that we collect about you, including personally identifiable information, as follows:

Healthcare Providers. As a Patient, your information will be shared with Healthcare Providers as directed and consented to by you. Our Services make your Assessments and related information available to your Healthcare Provider.  We will not make information available to Healthcare Providers other than those with whom you have requested that we share your Assessments.  This Policy does not address how Healthcare Providers will use and disclose information obtained using Medicliq app.  If you would like this information, you should ask your Healthcare Provider directly for a copy of his/her Notice of Privacy Practices. 

Service Providers. We may disclose the information we collect from you to third party vendors, service providers, contractors or agents who perform functions on our behalf. 

Business Transfers. If we are acquired by or merged with another company, if substantially all of our assets are transferred to another company, or if we are a part of a bankruptcy proceeding, we may transfer the information we have collected from you to the other Company. 

In response  to Legal Process. We also may disclose the information we collect from you in order to comply with the law, a judicial proceeding, court order, or other legal process, such as in response to a subpoena in compliance with applicable privacy laws. 

To Protect Us and Others. We also may disclose the information we collect from you, to the extent permitted by law, where we believe it is necessary to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the safety of any person, violations of our Terms of Use or this Policy, or as evidence in litigation in which Medicliq is involved. 

Aggregate and De-Identified Information. We may share aggregate or de-identified information about users with third parties for marketing, advertising, research or similar purposes. 

OUR USE OF COOKIES AND OTHER TRACKING MECHANISMS

We use cookies and other tracking mechanisms to track information about your use of our Site or Services. We may combine this information with other information we collect from you.

Cookies.  Cookies are alphanumeric identifiers that we transfer to your computer’s hard drive through your web browser for record-keeping purposes. Some cookies allow us to make it easier for you to navigate our Site and Services, while others are used to enable a faster log-in process or to allow us to track your activities at our Site and Service.  Most web browsers automatically accept cookies, but if you prefer, you can edit your browser options to block them in the future. The Help portion of the toolbar on most browsers will tell you how to prevent your computer from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. Visitors to our Site who disable cookies will be able to browse public areas of the Site, but the Services will not function.

Clear GIFs (a.k.a. web beacons, web bugs or pixel tags).  Clear GIFs are tiny graphics with a unique identifier, similar in function to cookies. In contrast to cookies, which are stored on your computer’s hard drive, clear GIFs are embedded invisibly on web pages. We may use clear GIFs (in connection with our Site to, among other things, track the activities of Site visitors, help us manage content, and compile statistics about Site usage. We and our third party service providers also use clear GIFs in HTML e-mails to our customers, to help us track e-mail response rates, identify when our e-mails are viewed, and track whether our e-mails are forwarded.

Third Party Analytics. We use automated devices and applications, such as Google Analytics, to evaluate usage of our Site and Services and to help us personalize content on out Site and Services. We also may use other analytic means to evaluate our Services. We use these tools to help us improve our Services, performance and user experiences. These entities may use cookies and other tracking technologies to perform their services. We do not share your personal information with these third parties.

Advertising. We may use network advertisers, such as Ad Roll, to advertise our Site and Services on other websites, and we may do so based on your visits to our Site and to other third party Sites. These entities may use cookies and other tracking technologies to perform their services. We do not share your personal information with these third parties.  Our Site does not currently respond to browser “Do-Not-Track requests; however, you may find out more about targeted advertising in general, and opt out of targeted ads from many ad networks, including Ad Roll, through the National Advertising Initiative (“NAI”) website, or the Digital Advertising Alliance (“DAA”) website.

USER GENERATED CONTENT

We may invite you to post content on our Site, including your comments Medicliq cannot prevent such information from being used in a manner that may violate this Policy, the law, or your personal privacy.  As a result, you should never post any sensitive information to our Site that you are not comfortable sharing publically (e.g., personal medical details).  Medicliq is not liable to you or any other person for any content or information you post to our Site or the use or disclosure of such content or information by other users or third parties.

THIRD-PARTY LINKS

Our Site and Services may contain links to third-party websites. Any access to and use of such linked websites is not governed by this Policy, but instead is governed by the privacy policies of those third party websites. We are not responsible for the information practices of such third party websites.

PATIENT HEALTH INFORMATION

The privacy and security of Patients’ individually identifiable health information provided to Medicliq in connection with Services may be protected by federal law (HIPAA, the HITECH Act, and their regulations) and state or country privacy laws, because Medicliq provides Services to health care providers.  This health information is “protected health information” (“PHI”).  PHI may be used and disclosed by Medicliq as necessary to provide Services, for our own management and operations, to meet our legal obligations, and for any other purpose for which Patients have given consent.  We may share PHI with third parties for these purposes in compliance with applicable law.  We may deidentify PHI and aggregate it for purposes of monitoring and improving our products and services, for benchmarking purposes, and to provide customized services or technologies our customers.

SECURITY OF MY PERSONAL INFORMATION

We have implemented reasonable technical, physical, administrative, and organizational safeguards to protect the information we collect from loss, misuse, and unauthorized access, disclosure, alteration, and destruction.  Please be aware that despite our efforts, no data security measures can guarantee 100% security.  You should take steps to protect against unauthorized access to your password, phone, and computer by, among other things, signing off after using a shared computer, choosing a robust password that nobody else knows or can easily guess, and keeping your log-in and password private. We are not responsible for any lost, stolen, or compromised passwords or for any activity on your account via unauthorized password activity.

Access To My Personal Information                                                              

You may modify registration information that you have submitted by logging into your account and updating your profile information. Please note that copies of information that you have updated, modified or deleted may remain viewable in cached and archived pages of the Site for a period of time.

MARKETING EMAILS

We may send periodic promotional or informational emails to Healthcare Providers. Healthcare Providers may opt-out of such communications by following the opt-out instructions contained in the e-mail. Please note that it may take up to 10 business days for us to process opt-out requests. If you opt-out of receiving emails about recommendations or other information we think may interest you, we may still send you e-mails about your account or any Services you have requested or received from us.

Your Data

Upon cancellation of your subscription, and upon ceasing to use the Site and our Services, we will delete any data collected for you within a period of 12 months, or longer or shorter periods where the applicable law so requires. We will also destroy personal data collected upon request from yourself by reaching out to Us on the details under section Contact Us below.

Your data will be stored in compliance to your region, and we undertake to inform you by amending these Terms and seeking your consent prior to you continuing the use of our Services and the Site should the place of storage change.

Medicliq Telehealth Cancellation Refund Policy

Purpose:

Medicliq Health prides itself in providing accessible and affordable healthcare to its patients. All services rendered to the patients attract a fee payable at the time of the consultation. Consultation fees for Virtual Consultations become payable Online at the time of booking an Appointment. The dynamics surrounding the fees payable, payments made, cancellations and refunds need to be clarified to enable transparency for the patients as well as ease of operations for the Staff members.

Scope:

This policy is applicable to all Medicliq health Clinics and service providing partners

(GP & Urgent Care), providing Virtual Consults by way of Video or Telephone Consultations.

Definitions:

• Virtual Consultation – A Telephonic or Video Consultation offered to a patient by a Medicliq Healthcare Provider
• Consultation Duration – A normal Consultation is of 10 minutes duration
• Medicliq Healthcare Providers – These include, but are not limited to Doctors, Nurses, Clinical Assistants, Case Coordinators, Clinical Family Navigators and Wellness Support Personnel
• Consultation Charges – Fees payable by a patient for the Virtual Consultation services rendered by Medicliq Healthcare Providers
• Online Charges – Consultation fees payable by a patient for requesting a Virtual Consultation
• In Clinic Charges – Consultation fees payable by a patient on presenting for a face-to-face Consultation in the Clinic
• Offline Charges – Consultation fees payable by a patient for requesting an in absentia Service from a Medicliq Health Clinic such as Insurance other reports, etc.
• Invoiced Amount – Fee amount generated and charged to the patients by way of Invoices created in the patient’s file on the Patient Management Software
• Payment – Fees payable or paid by a patient for the Services rendered to them based on the Invoice generated

Refund – Amount of monies to be returned to the patient for failure to render a service or the cancellation of a requested service (eg cancellation of an appointment / procedure)

• Credit – Amount of monies put into credit on to a patient’s account on their file in the PMS, which could be used for payments for a future service fee
• Appointment Cancellation – The cancellation of a scheduled appointment with a

Medicliq Healthcare Provider, which may be done by the Patient or by the Provider / Organisation

• “Cooling off” Cancellation – An Appointment cancelled immediately up to 2 hours after booking it – this could be due to an error made by the patient or a change of mind
• "Planned Cancellation” – An Appointment cancelled more than 24 hours before the scheduled Appointment time
• “Unplanned Cancellation” – An Appointment cancelled between 12 – 24 hours before the scheduled Appointment time
• "Late Cancellation” – An Appointment cancelled less than 12 hours before the scheduled Appointment time
• Appointment DNA (Did Not Attend) – Patient’s failure or lateness to present for a scheduled appointment / procedure
• Rescheduling of Appointment – Change in Date or time of a booked appointment to defer it to a later date / time, initiated by either the Patient or by Medicliq Health personnel
• Breakdown of an Appointment – An appointment that is unable to run the course of its entire duration of 10 minutes due to technical or connectivity issues
• Termination of an Appointment – An appointment that is discontinued by either the Provider or the Patient, part way through its normal duration

Policy:

General Considerations:

• All Patient transactions including Invoices, Payments, Credit notes & Refunds must be recorded within the PMS (Medicliq application) in the patient file.
• All Credit Notes & Refunds and any Invoices & Payments with altered charges, must have appropriate annotation describing the reason.
• Any disputes in relation to charges, payments, credits & refunds will be addressed by the Regional Manager & the Management Team.

Virtual Consultation (Online) Charges:

All Virtual Consultations rendered by the various Healthcare Providers for patients aged 14 years and over will attract a fee payable by the patient.

• The fee structure of the Online Charges can and will be different to the In-Clinic and Offline Charges, due to the nature of the service.
• The fee structure of the Online charges will be reviewed and adjusted periodically.
• Fees payable by the various patients will be based on a variety of factors including, Enrolment status, Age, Demographics, Service types (ACC / Medical Consultations).
• Patients requesting Virtual Consultations via the Online portal will be presented with the applicable Charges at the time of requesting an appointment booking.
• Appointment confirmation will only be done after the Patient has made the online payment for the service that has been requested.
• The Consultation charges have been designed to ensure that Medicliq Health Enrolled patients receive services at a lower price compared to Casual and Visitor patients.
  
  During the introductory phase the fee structure will be as follows:

1. 1. Enrolled Patients 14 years & over: $10.00 per consultation with local doctors and $20.00 for International doctors 
   2. Casual Patients seeking multi-specialty consultant doctors: $30.00 – $200.00 per consultation 
   3. There will be no differentiation between the other High Needs / non-High Needs categories of patients

All Service types (ACC & Non-ACC Services) will be charged at the same rates as above

• The fees stated in this document relate to a single consultation of 10 minutes duration.
• If during the course of a Virtual Consultation, a Provider feels that the patient needs to be seen in person, the patient will be asked to present to one of the Medicliq Health clinics, and the fees payable by the patient at the clinic will be: 

Either the difference between that Clinic’s normal consultation for that service, and the fees paid by the patient for the Virtual Consultation, if the face-to-face Consultation fees of that Clinic are higher than the fees paid for the Virtual Consultation.

OR, No Additional Consultation fees, if the face-to-face Consultation fees of that Clinic are lower than the fees paid for the Virtual Consultation.

After the completion of a Virtual Consultation, if a patient feels the need to be seen at one of the Medicliq Health clinics, the fees payable by the patient at the clinic will be:

• Either the difference between that Clinic’s normal consultation for that service, and the fees paid by the patient for the Virtual Consultation, if the face-to-face Consultation fees of that Clinic are higher than the fees paid for the Virtual Consultation.

OR, No Additional Consultation fees, if the face-to-face Consultation fees of that Clinic are lower than the fees paid for the Virtual Consultation.

• If a patient presents for an In-Clinic Consultation or requests an Offline service at one of the Medicliq Health Clinic on the days following the Virtual Consultation, the charges levied will be the fees applicable to the specific type of service / consultation at that clinic, as normal. No special discounts would be applicable.

Cancellations, DNA, Rescheduling:

Cancellations:

• Upon booking and confirmation of an appointment, a patient may choose to cancel the appointment either immediately or at a later stage.
• The monies refundable to the patient will be dependent on the duration of time between the cancellation of the appointment and the time of the scheduled appointment:

1. A patient can choose to cancel an Appointment immediately up to 2 hours (Cooling off Cancellation) after booking an appointment, and this would not attract any Cancellation fees

If a patient cancels an Appointment more than 24 hours (Planned Cancellation) prior to the scheduled Appointment time, there would be no Cancellation fees applicable

1. For Appointments cancelled between 12 – 24 hours (Unplanned Cancellation) before the scheduled Appointment a Cancellation fee of 50% of the Consultation fee would be applicable

• Cancellations between 0 – 12 hours (Late Cancellations) prior to the scheduled Appointment time will attract a Cancellation fee equivalent to the full Consultation charge that has been paid by the patient

DNA (Did Not Attend):

Upon booking and confirmation of an appointment, a patient is expected to connect and be present for the Virtual Appointment session 5 minutes before the scheduled Appointment time

1. If a patient fails to present for the scheduled Appointment 5 minutes after the commencement of the scheduled Appointment, the patient will have been considered not to have attended and the Appointment will be cancelled as a DNA (Did Not Attend)

• If a patient fails to present for the scheduled Appointment altogether, the patient will have been considered not to have attended and the Appointment will be cancelled as a DNA (Did Not Attend)
• All DNAs will attract a Cancellation fee equivalent to the full Consultation charge that has been paid by the patient
• Some DNAs which may occur due to emergent circumstances, may qualify for a Credit of the Consultation fee, but would need to be evaluated on a case by case basis
• Should a patient wish to book a fresh appointment due to their DNA, they can choose to do so, but will have to pay the full Consultation fee as applicable

Rescheduling / Rebooking:

• Upon booking and confirmation of an appointment, a patient may choose to reschedule the appointment either immediately or at a later stage, due to change in circumstances 

1.  Rescheduling of an Appointment done immediately upon booking an appointment will not attract any change / cancellation fee, and patient would not be expected to pay any additional fees
2. Rescheduling of an Appointment done between 0 – 12 hours prior to the scheduled Appointment time will attract a Cancellation fee equivalent to the full Consultation charge that has been paid by the patient
3. Rescheduling of an Appointment done between 12 – 24 hours before the scheduled Appointment a Cancellation fee of 50% of the Consultation fee would be applicable

• The monies refundable to the patient will be dependent on the duration of time between the cancellation of the appointment and the time of the scheduled appointment.
• Any rescheduling of Appointment done at the scheduled Appointment time would be considered a DNA. No credit or refunds would be available to the patient.

Doctor Unavailable:

Sickness, personal emergent circumstances and other unforeseen events can lead to a rostered Doctor not being available for a Scheduled Appointment Session.

In the event that a Doctor is unavailable to attend a Scheduled Appointment Session, the Virtual Clinic Administrative Staff will:

1. In conjunction with the Roster team, ensure the availability of a replacement Doctor to manage that planned session.
2. Get the Appointment book for the replacement Doctor opened 
3. Contact the various Patients who have scheduled Appointments and inform them of the change in the Doctor with the option to, either be attended to by the replacement Doctor, or to reschedule the Appointment to a different day and time when the original Doctor is next available.

• If the patient is willing to be attended to by the replacement Doctor, there will be no change to the charges that the patient has already paid.
• If the patient wishes to reschedule the Appointment to a different day & time to be attended by the original Doctor, the charges paid by the patient will become applicable to the rescheduled Appointment. There will be no additional charges levied.
• If the patient neither wishes to be attended to by the replacement Doctor, nor reschedule the Appointment, the patient can choose to cancel the Appointment, the fees paid by the patient will be fully refunded.

Breakdown & Termination of an Appointment:

• In the event of an IT / connectivity / technical failure during the course of a Virtual Consultation, the Provider needs to phone the patient, inform them about the technical issue and offer to reschedule / rebook the Appointment at the next available time at no extra cost to the patient.
• If the patient does not wish to reschedule / rebook another Appointment, the current appointment will be considered as a “failed” encounter and patient would be refunded the full Consultation fees.
• The rapport between a patient and a Provider could breakdown during the course of a Consultation, owing to a variety of factors, including demands for Controlled Medications, unrealistic patient expectations or interpersonal differences. In the unlikely event of a breakdown in the rapport between the patient and the Provider, during the course of a Virtual Consultation, the Provider will gently inform the patient of the need to terminate the Consultation.
• For Terminated Consultations, fees paid by the patient may be partially or fully refunded on a case by case basis. The decision to refund the monies or not would be at the discretion of the Provider concerned and the Senior Management team

Credit & Refund:

• All monies that need to be refunded to the patient must be recorded on the patient’s file in the PMS, by way of relevant Credit notes associated with the appropriate refund amount.
• The refunds will be made directly into the patient’s account that was linked to the Online payment gateway.
• A patient can choose to leave the amount paid as a Credit balance in their account on the PMS, for use towards future Consultations.
• All Refunds will be processed by the Claims Processing Unit of Medicliq Health.
• If the patient has chosen to receive a refund, the refundable amounts will be as follows:
• “Cooling off Cancellation” – 100% (Full) refund 
• “Planned Cancellation” – 100% (Full) refund 
• “Doctor unavailable” Cancellation – 100% (Full) refund 
• “Failed Encounters” – 100% (Full) refund 
• “Unplanned Cancellation” – 50% refund 
• “Late Rescheduled Appointment” – 50% refund 
• “Last minute Rescheduling of Appointment” – No refund 
• “Late Cancellations” – No refund 
• “DNA” – No refund
• “Terminated Consultations” 

Contact Us.

If you have any questions about these Terms or otherwise need to contact Medicliq for any reason, you can reach us at info@medicliq.health or by phone on +(234) 8099990503