PRIVACY POLICY
What this policy covers
This policy is essential legal information that tells you things like:
• The rules for using our services
• What we need from you to provide our services
• What to do if something goes wrong
These terms and conditions are an agreement between you and us (Gotriage/we/us). This is so you know the rules and your rights when you use our app, websites (www.gotriage.com) and services.
By using our services you agree to these terms. If you don’t follow these terms, we might need to cancel your account.
You should also read these terms along with:
Hello
Welcome to the Gotraige privacy policy.
We take your privacy seriously. We want you to know why we need certain information from you, what we’re doing with it, and how we keep it secure.
Table of contents
• What this policy covers
• What data we hold and how we get it
• What we use tour data for
www.gotriage.com info@gotriage.com
• How we store and move your data
• How and why we share your data
• How long we keep your data
• Your rights
• Changing the policy
1. What this policy covers
This policy explains how we use your data to deliver our healthcare app, websites and services. This includes:
• Our private service
• Our app, including any beta versions
• Our websites (www.gotriage.com)
• Some of our services we offer with our partners, or on behalf of them
• The technology we use to support our partners’ services
We provide these services through our company HC Consultancy House FZE. When we talk about Gotriage , us or we in this policy, we mean this company. The company can be a ‘controller’ of your personal data. This means that we’re responsible for how your personal data is handled and what it’s used for through these 2 companies. If you wish to exercise any of your rights, both entities (Gotriage and HC consultancy House FZE. ) act as one
2. What data we hold and how we get it
Personal data is any information we have that can identify you, such as your name, medical history or credit card details.
Personal details
When you register with us, we’ll ask you for your:
• Name
• Date of birth
• Address
• Email address
The information you give us must be accurate. If you give us information about yourself or another person, you’re confirming that you’re authorized to do so
Health and medical data
When you use our services, we collect information about your health, including:
• General health
• Symptoms, treatments and medications
• Consultations, such as notes and recordings
• Procedures, such as surgery, scans or X-rays
• Interactions with our services, like using our Symptom Checker or other digital services. These interactions may be shared with our clinical staff so that we can provide you with healthcare, and so that we can provide a better experience If you use our private service, we’ll send your appointment notes to your requested doctor , if you give us your consent.
Details of your conversations with us
We also keep a record of your consultations and your conversations with us. This is so we have an easy way to access your consultations to monitor the quality of our service and healthcare.
www.gotriage.com info@gotriage.com
And, if you have consented, so that we can use them to improve our services. This
includes:
• Your conversations with our Symptom Checker
• Your emails, calls or live chat conversations with our support team
• Video and/or audio recordings from consultations
We keep your health and medical data secure by applying technical and organizational measures to protect it.
Data from other sources
We might also receive some data about you and your health from other apps, devices and services. This will only happen if you’ve agreed to sharing that data with us. For example, if you decided to share information collected from a smartwatch with our app in our future add on services .
Credit and debit card information
If you make a payment on the app, your credit and debit card details are processed by a third-party payment provider.
We don’t store any of your credit or debit card information and we only keep details of the transactions on our secure servers
Technical information and analytics
When you use our app, or visit our website, we may collect the following data, where this is allowed by your device or browser settings:
• The IP address used to connect your mobile phone or other device to the internet
• Your browser information, such as Google Chrome or Apple Safari
• Login and operating system
• The make and model of your device
www.gotriage.com info@gotriage.com
• Resettable device identifiers
• Time zone, language and location settings
• Your mobile network provider and your location (based on your IP address)
• Information about your visit to our website or use of our app, for example when
you first visited the site or how many times you’ve visited
• Information about the products or services you viewed or used
• App response times and updates
• Information about your interactions, like what notifications you opened
• Any phone number used to call our customer service number
We work with other companies that provide us with analytics and advertising services.
This is to:
• Help us understand how people interact with our services
• Provide the adverts for our services on the internet
• Measure the performance of our services and our adverts
Your health information is not used for these advertising services or any other purpose without your consent.
Cookies
We also use ‘cookies’. Cookies are files saved on your phone, tablet or computer when you visit a website. They collect information about how you use the website and the pages you visit. We do not use cookies on your medical or health information. You can find out more about how we use cookies
Information from third-party services
It’s possible to connect your social media accounts, or your wearable device (like a smartwatch) with our services. For example, you can sign up for Gotriage using your Facebook login details. If you choose to do this, we’ll receive the following information about you from the third party:
www.gotriage.com info@gotriage.com
• Name
• Email address
• Username or ID
• Health and lifestyle habits and information
If you use login details from third parties, they will also process your login data, and they are solely responsible for handling this. We may also get information from other sources, such as companies who offer information on consumer trends. We use this information to help us make our services better. We comply with data protection laws when we do this. If this information is used alongside your personal data, we will make sure that our interests never come before your rights.
If you have questions about the way your data has been handled, please contact info@gotriage.com , admin@gotriage.com
3. What we use your data for
This is how we use your data and the legal reasons for using it
Providing you with a service
We need your personal information to enter into a contract with you and deliver services. We use your financial details to charge you if you use our paid service or buy our products. We use your health and medical information to provide you with a healthcare service, including when it’s in your vital interests. This includes giving you health advice, as well as diagnosis and treatments if you use our clinical services (Not yet available )(our video and audio consultations, where you can talk with one of our medical professionals).
This information is based on: www.gotriage.com, info@gotriage.com
• Providing you or planning for healthcare services
• Your consent The health and medical information we use includes information from your:
• Consultations, like notes, recordings, and transcripts
• Use of products like Symptom Checker and Health check
We might share this information with other health services. This is so we can give you
the right care, including when it’s in your vital interests. These services include:
• Your GP, if you use our private service
• Referral services like therapists, pharmacists and hospitals
We use your location to recommend services near you, like pharmacies and hospitals. Depending on how you access our services, we get your location from your phone, internet browser, IP address or postal address or as per your request and input
Improving Gotriage's services
If you’ve given explicit consent, we use your health and medical information to improve our services, including our artificial intelligence systems. This helps us deliver better healthcare to you and other Gotriage users. We remove details that could identify you from this information, such as your name, address and contact details. These are called ‘personal identifiers’.
The health and medical information we collect (with your personal identifiers removed) includes information from your:
• Medical records
• Consultations, like notes, recordings and transcripts
• Use of products like Symptom Checker and Health check
This doesn’t involve making any decisions which would have a big effect on you. We
only use this information to deliver a better experience to you and other Gotriage users.
This explicit consent relates to when we use your personal data
Helping health research
If you’ve given explicit consent, we use your data for health research. For example, to better understand health behavior’s, disease risk or health outcomes. We aim to publish our research results in peer-reviewed journals or by working with
academics. We may conduct research with partner organizations such as universities or other
academic institutions.
The type of information we collect includes your:
• Medical records
• Consultation notes, recordings, and transcripts
• Use of products like Symptom Checker and Health check
We remove any details that could identify you from this information. This includes your name, address and contact information. As part of our research, we may use your contact details to invite you to take part in clinical trials. These trials might be about things like how frequently we give you medicine reminders or what exercise has the greatest impact on mood
Using your data when it's in our 'legitimate interest
We sometimes analyze your data and how you use our products to help us manage our business better. This could be things like fixing bugs in our app, understanding current user trends, or working out what users might want in the future.
This doesn’t involve making any decisions which would have a big effect on you. If this information is used alongside your personal data, we will make sure that our interests never come before your rights.
Keeping you up to date
We may contact you when marketing our service. This includes sending you product updates, surveys and marketing information. You can opt in or out at any time by going to ‘Me’, ‘Settings’ and ‘Privacy Controls’ in the app. You can also choose if you want to get app notifications in your device settings. As part of providing you with a healthcare service or public service, we may send you health information by text message, email or in other ways. For example, we may send you public health messages or invite you to book an appointment for a free screening program, such as cervical cancer screenings or any of the initiative towards public health awareness and health screening as public responsibility
Regulating the quality and safety of our service
We use your health and medical information for safety, training, regulatory, and compliance purposes.
This means that:
• If we’re legally required to, or asked by a regulator, we may need to share your information with regulatory bodies like the General Medical Council, Medicines and Healthcare Products Regulatory Agency or Care Quality Commission
• We may audit how you use our services, for example to review the quality of results provided by our products To detect and prevent fraud, we may need to share your personal and financial information with banks, financial institutions and fraud prevention services.
4. How we store and move your data
Personal health and medical information
Your personal health and medical information is stored on secure servers. This includes information like:
www.gotriage.com info@gotriage.com
• Your primary care information
• Information about your medications
• Any information about a diagnosis of illness or other problems
We don’t store any of this information on your mobile device. If you’ve chosen a password or authentication method to access the app, you’re responsible for keeping this password and/or authentication method confidential. Please don’t share it with anyone. We encrypt data transmitted to and from the app. Once we have your information, we use strict procedures and security features to try to prevent unauthorized access. We will take all steps reasonably necessary to make sure that your data is treated securely
Credit and debit card information
We don’t store any of your credit or debit card information. Payments are processed through a third-party payment provider that follows strict industry data security standards. These are known as Level 1 Payment Card Industry (PCI) data security
standards. Any payments you make are encrypted using SSL technology (which converts the information into code to stop fraud)
Where we store and process your data
Your data will not be processed or stored outside of UAE.
This is because we sometimes work with other companies who help us deliver Gotriage services to you. These companies might have servers outside of the UAE This will always be in line with applicable data protection lawful mechanisms (such as
appropriate contractual terms) and subject to strict safeguards. And UAE regulation and DHA regulations and rolls .
For further information on how we protect your data contact us by email at : info@gotriage.com
5. How and why we share your data
To help us deliver our services we may share your personal data with other parts like your treating doctor or doctor you request appointment with ,who we work jointly or in connection with to provide you a service.
Service providers
Some companies provide services to you on our behalf, such as the live chat. We may share your personal data with them so that they can process it to provide these services. These companies can only use your data based on our instructions and they cannot use the data for their own purposes. They also have to act in line with data protection laws and contractual terms that specify how they can process data on our behalf.
Partners
If you use our services through your health insurer or one of our partners, which may be your employer, we may share some of your basic information with them. This could include your any sensitive information will not be shared with any partner or insurance company under any conditions .
• Name
• Date of birth
• Email address
• Policy number
• Location
We may also share with them the fact that you have registered with us and used our services. But we will not share any details about your consultations or medical records, unless you consent to this.
Other healthcare providers
If it’s needed for your treatment or care, we will share your data with your other health and social care providers. These include:
• Our clinical partners who we work jointly or in connection with to provide you a service
• Specialist referral services
• Therapists
• Pharmacists
• Hospitals
• Accident and emergency services
• Testing service providers
• Diagnosis centers chosen by you for things like X-rays and other imaging
• Other health and care bodies
By law, we may need to share information with these services to safeguard either you or others, . We may need your consent, or to rely on our legitimate interests to provide you with healthcare before we can share this information.
Protecting public health
We might process your health data to protect public health. Your data could be vital to help research, monitor, track and manage public health emergencies, like pandemics.
In a public health emergency, your information may be shared in a way that is
appropriate and lawful with organizations such as:
• Public Health DHA
• Local authorities
• Health organizations
• GPs
www.gotriage.com info@gotriage.com
We will limit the use or sharing of data to the period of the emergency and will only
share data to the extent necessary upon your approval
Aggregated or anonymous data
We may show on our website or share with our commercial partners data that does not personally identify you, but which shows general trends. This is ‘aggregated’ data and is not personal data. This might include, for example, the number of users of our service or trends in a particular location.
Statistical data in the public's interest
We may also use data that does not identify you personally as part of statistics that we collect on certain types of illness, symptoms and conditions. We may show these summarized statistics to our partners. They will always be anonymized. This is so we can improve our medical knowledge and help our members and the general public. You can contact us directly if you do not want your data to be used in this way by email at: info@gotriage.com
Your summary care records
Your summary care records are an electronic record of important patient information, created from GP medical records.
Your summary care records data can not be seen by any other person without your consent and giving authorization .
You can choose not to share this data at any time. To do this, complete and send an email to customercare@gotriage.com
We may keep or share information about you, if we need to:
• Comply with a law, regulation, legal process, or government request www.gotriage.com info@gotriage.com
• State our legal rights or defend against legal claims
• Stop, find, or look into illegal activity, fraud, abuse, breaking our terms, or threats to the security of our services or the physical safety of anyone
6. How long we keep your data
We follow advice from the DHA on how long to keep information found in your medical records. This is called a ‘retention period’. We might also keep some information that doesn’t identify you to help improve our business and our services.
In some circumstances, we might keep data longer if the law says we have to. All the policies related to keep the patient data will be as per the DHA instruction and will keep the patient updated upon any future changes in this policy.
If you want to see any of this information while we have it (in its ‘retention period’), you can ask for it by emailing us at: info@gotriage.com
7. Your rights
You’re in control of your personal information. Under data protection law, you have the right to:
• Remove or change your consent at any time, if we are using your data in a certain way based on it. You can do this by:
Going to the app, selecting ‘Settings’ and then ‘Privacy controls’ or a by visiting www.Gotriage website .
• Ask for a copy of the personal data we hold about you. Your data is stored in line with our legal and medical obligations.
• Ask us to correct information that’s wrong, delete it, or ask that we only use it for certain purposes. There might be times when we’re not able to help, like if the law or our medical obligations say we can’t.
• Ask us to restrict any automated (computer-made) decisions made with your data
• Ask for your data to be provided in a portable format that allows you to move, copy or transfer it. Or ask us to send it in this format to someone else. To do any of these things, please complete our online form available at the website.
Alternatively, please contact us on:info@gotriage.com
Data Protection Officer
We’ll ask you for a proof of identity. Data protection laws give us one month to get back
to you.
8. Changes to this policy
We might update this policy from time to time. If we make any important changes, we’ll let you know, and give you the chance to review them. www.gotriage.com info@gotriage.com
If you agree to the changes, you don’t need to do anything. Just keep using our services with the updated policy and we’ll assume you are happy with the way we use your data. If you don’t agree to the changes, then you can stop using our services at any time
Cookie Policy
What is a Cookies?
A cookie is a piece of information, like a tag, that is stored on your computer, tablet or phone when you visit a website. It can help identify your device whenever you visit that website. Cookies are used by most major websites, including Gotriage. To make the best use of Gotriage website, we would recommend you set your device/web browser to accept cookies. The choice, however, is yours.
What information is kept by the cookie?
Typically, a cookie holds: the name of the website that it has come from; how long the cookie will stay on your computer or phone; and a value (usually a randomly generated unique number).
How do cookies affect my privacy?
You can visit our website without revealing your personal details. We may ask you for personal information so you can buy so you can use our services. Full details of how we collect information, how we use it, how we keep it and how we disclose it can be found in our Privacy Policy at gotriage.com/terms/privacy.
How Gotriage uses cookies
• Your experience Cookies are used for a variety of things that help improve your online experience. They can also help in other ways, including: making logins faster by remembering your customer details, helping a page to load quickly, giving you access to our live chat, or making sure our pages are optimized for your browser or device (by giving us technical information about the device or browser you are using).
• Personal preferences Cookies can help give you content that matches your preferences. We might give you relevant offers because we know what other content you liked. They also allow you to customize a page.
• Safety and security Some cookies help make sure your information is secure when using our services while keeping our site easy to use.
• Improving our service To make sure you don’t see particular adverts or announcements too many times we use a cookie to limit their frequency. We also use cookies to measure and analyze how visitors use the site. This helps us develop it and make it easier to use.
Third party cookies
• We use adverts to offset the costs of running this site and provide funding for further development. The advertising cookies used by this site are designed to ensure that we provide you with the most relevant adverts where possible by anonymously tracking your interests and presenting similar things that may be of interest.
• In some cases we may provide you with custom content based on what you tell us about yourself either directly or indirectly by linking a social media account. These types of cookies simply allow us to provide you with content that we feel may be of interest to you.
• Several partners advertise on our behalf and affiliate tracking cookies simply allow us to see if our customers have come to the site through one of our partner sites so that we can credit them appropriately and where applicable allow our affiliate
partners to provide any bonus that they may provide you for making a purchase. We also use social media buttons and/or plugins on this site that allow you to connect with your social network in various ways. For these to work the following social media sites including; Facebook, Instagram, Twitter, LinkedIn, will set cookies through our site which may be used to enhance your profile on their site or contribute to the data they hold for various purposes outlined in their respective privacy policies.
How to manage cookies
You can accept or refuse cookies. Accepting cookies is usually the best way to make sure you get the best from our website. If you use a different device, computer profile or browser you will have to tell us your preferences again. Most PCs automatically accept them but you can change your browser settings to restrict, block or delete cookies if you want. Each browser is different, so check the ‘Help’ menu of your particular browser (or your mobile phone’s handset manual) to learn how to change your cookie preferences. Many browsers have universal privacy settings for you to choose from. Please
see about cookies for help on deleting and controlling cookies. Some browser-specific guidance can be found here (Gotriage is not responsible for content on other sites).
If you are still looking for more information then you can contact us by email to: customercare@gotriage.com or phone: 00971 503873920
You might also be able to find a quick answer to your question in our Q&A
Contacts details
How to contact us
You can:
• Email us at :
For customer care and help
customercare@gotriage.com
for technical support
info@goreiage.com
for healthcare providers and partners
sales@gotriage.com
or call us :
• Call us on +971 503873920
• Landline: +971 65538464
• Chat to our support team via the app /what’s app
www.gotriage.com info@gotriage.com
How we contact you
We will contact you in English or Arabic through the app, or using your email or by phone. We might also send you notifications in the app when we need to tell you something important.
What we mean by our services
Our services fall into Digital healthcare services
Services that give you health and lifestyle information through our apps or websites. Our digital healthcare services are for information only. They are not designed to diagnose you or provide you with medical advice or treatment. They should never be used as a replacement for a qualified medical professional. Our system design to support the population looking for information about the healthcare providers and pharmacy and facilitate the communications and make sure the patients are getting the services in proper way with good experience and increase the accessibility so patient can book his
appointment or and communicate with the healthcare provider or order his medication from the pharmacy.
Symptom checker
A tool where you can enter symptoms and get general information on possible next steps. For some symptoms, you will also be provided with a list of possible matching conditions which are often associated with the symptoms you entered. And it is not at any way diagnostic tool or replacing the doctor and it is only to help the patient to decide which specialty can help.
Health check
A health questionnaire where you get a healthy living and lifestyle report based on your answers. The report lets you know about general risks for certain conditions. It might include general lifestyle advice too. (Not yet activated)
www.gotriage.com info@gotriage.com
Monitor
A mood and wellness tracker where you can input information on your daily routines. Your wearable device (for example, a smart watches ,,,,etc .) can also provide this information. Monitor allows you to enter and review information on some health conditions. (Not active yet)
Assistant
A way for you to ask questions when you need help and support, or live chat with a member of our non-clinical support team. This only for logistics and customer support and not for medical purpose.
We might also offer other health information tools from time to time.
FAQs: app features
Using our services
You can access our services in different ways
What our services can and can't do
Our digital healthcare services are for information only. They are not designed to diagnose you or provide you with medical advice or treatment. They should never be used as a replacement for a qualified medical professional. They are there to give you information relating to your health and to let you know about general causes, risks and possible next steps. They’re not designed to be used instead of a healthcare professional and give recommendation of which specialty can be related t your
symptoms . Don’t use any of these digital healthcare services in an emergency. Instead, call 999 or the emergency services immediately. Or visit the near by hospital. You should always talk to a qualified healthcare professional if you have questions about your health or a medical condition. And before you make any decisions about your health.
There are some medical conditions that we won’t be able to help you with in a video or phone consultation. If you’re in doubt, check and contact us : customercare@gotriage.com to help you work out what to do.
www.gotriage.com, info@gotriage.com
Depending on how you access them, you might not be able to get our full list of services. Our services might be subject to other rules or restrictions. We’ll let you know about these on our app or websites.
What we need from you
We need some things from you so that we can give you the best version of our service.
These are:
• Some personal information only for identification purpose
• An accurate record of your use of our service. So you only have to register once
We also need you to:
• Let us know if any of our information about you is wrong or out of date
• Make sure that any information you give to us is accurate in English and Arabic
Your prescriptions and medicines order using our system
We are only providing information about the near by pharmacy available and send your request to them and we are not interfering at any way in the prescription, or the type of medication requested and in case of prices or the insurance approval and this will be the pharmacy partner with us to check and get the required approvals and make the delivery as
per the patient request.
Prescription charges
All prices will be the actual price at the pharmacy and as per the regulations and we are not adding any extra charges. Collection and delivery of prescriptions will be the pharmacy responsibility and the patient will receive a care call by the pharmacy (provider) to explain to the patient all information and precaution and dosage as per the treating
doctor recommendation . You can choose to have your medicine delivered to your home, or you can pick it up from a
pharmacy near you. We can’t accept returns or give refunds on medicines. www.gotriage.com info@gotriage.com
By choosing home delivery, you agree to the terms and conditions of our partner pharmacy
Private testing services
We offer medical tests request and the services will be provided by our partner lab or hospital and our roll is only provide the access and logistics and all charges and services will be the healthcare provider responsibility . By taking a test and returning your samples, you give us permission to make your results available to you in the app. If you decide to receive the results throughout application. Our partner lab is responsible for checking results and making sure they are correct.
Gotriage only reports the results of medical tests to you. We can’t offer refunds or returns for any test kits you’ve ordered.
Prices and how to pay
All our services are free and available for all users without any extra charges. In case we offer any payment gateway this will be the service charges and goes directly to the healthcare providers without adding any services charge for Gotriage.
Children and young people
Make sure that you supervise your children when they use our services. You can open an account for children under 16 as long as you are their parent or legal guardian. You should either use the services on their behalf or supervise their use of the services at all times
Cancelling your subscription
We work hard to give you the best standard of services. But if there’s something you’re not happy with, you can contact us to talk. Or you can cancel your subscription at any time.
Email: customercare@gotriage.com your account will be de activated within 24hr from sending your request and all your information including personal information will be www.gotriage.com info@gotriage.com destroyed from our system and server .
We may end our agreement with you if:
• You’ve been abusive to anyone at Gotriage including doctor or services
• You’ve been abusive or miss behaved during using the live chat with the healthcare providers or during the writing your review
If something goes wrong
Please contact us : customercare@gotriage.com, if something goes wrong. We’ll do our best to fix the problem. We provide our services as they’re described and we don’t make any other guarantees. If we break these terms we will only be responsible for any losses that could have been foreseen when we entered into the terms.
Some of the things we can’t be held responsible for include:
• Loss or damage as a result of not following the instructions for using our services
• Any loss or damage as a result of your own breach of these terms or our privacy policy
• Loss or damage from using other websites we link to from our app or website,
including any retail partners we might work with or invite you to access. Gotriage doesn’t recommend or endorse any websites or products that we link to. You must make your own decision about whether you want to access or use these.
As far as we can under the law, Gotriage doesn’t accept any other terms or rules (direct or indirect) that are outside of these terms.
There might be times outside our control when we can’t provide our services. We’re not responsible if this happens, but if it does, we’ll let you know as soon as we can. And we’ll do anything we reasonably can to make sure you can use our services again as soon as possible.
How to make a complaint
If you have a complaint, please contact us and we’ll do our best to fix the problem. We reply to all complaints in line with the rules and regulations that apply to our services.
There are different contact details, depending on the problem or service you’re using:
• For complain or feedback or request support in term of technical please send email to: support @gotriage.com Or info@gotriage.com
• For general complain and feedback
Customercare@gotriage.com
Other channels:
Fill the complain and feedback form at www.gotriage.com Or call +971 564208203
Changes to these terms
These terms are always available in our app and on our website. We change these terms from time to time. We may not always tell you when we make a change. If we make any changes that affect your rights or what we need from you, then we’ll let you know. If you don’t agree with the changes, you can cancel your subscription with us. If you continue to use our services, we will assume that you’re happy with any new terms.
Our company:
HC Consultancy House FZE. Is the developing and owner of Gotriage.com
Address: Sharjah technology and research innovation park
Sharjah- UAE
Changes to this policy
We might update this policy from time to time. If we make any important changes, we’ll let you know, and give you the chance to review them.
If you agree to the changes, you don’t need to do anything. Just keep using our services with the updated policy and we’ll assume you are happy with the way we use your data.