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This Acceptable Use Policy (“AUP”) applies to your use of the Platform and all Products and services made available to you through it, including when contacting our User Support Team either via Live Chat (available directly from the Accurx website), support@accurx.com, or complaints@accurx.com.
Capitalised terms used in this AUP shall have the meanings set out in our Terms and Conditions. Any references in this AUP to “you” or “your” are to any user of our services (i.e. an Authorised User or Authorised Free User). Any references in this AUP to “we” or “us” are to Accurx.
We may update this AUP from time to time.
In order to keep our products and services running in a safe, secure and uninterrupted way, we need all of our users to agree not to misuse our Platform. By using the Platform you agree to comply with this AUP.
You agree:
not to use the Platform for any purpose that is unlawful under any applicable law or that is prohibited by this AUP;
not to use the Platform to commit any act of fraud or to publish falsehoods, misrepresentations or misleading statements;
not to use the Platform to simulate communications from Accurx or another service or entity in order to collect identity information, authentication credentials, or other information (“phishing”) or to impersonate someone;
not to distribute any material while using the Platform that is unlawful, harmful, infringing, offensive, discriminatory, or which facilitates any illegal activity or depicts sexually explicit images or content that may cause damage or injury to any person or property;
not to use profanities or expletives or send abusive messages while using the Platform or its associated services (such as when contacting our User Support Team);
not to use the Platform for any commercial or financial gain;
not to use the Platform for casual or social communications - it must only be used in a professional capacity in connection with the provision of direct care to patients, or for communication between healthcare professionals in relation to that care;
not to use the Platform for communications in an emergency - it is not designed or intended for emergency use; and
to always provide accurate and complete information and to take responsibility for all data you provide directly or indirectly via the Platform, including the content of messages and questionnaires).
You agree:
to maintain a secure and confidential password for your use of the Platform and not to attempt to circumvent password or user authentication methods;
not to share your Account or login credentials with anyone else, including colleagues - your Account is individual to and must only be accessed by you;
to use your individual email address when creating an Account - do not use generic or team email addresses (such as musculoskeletal@trust.nhs.net or info@gppractice.nhs.net);
to use a NHS approved domain name for your login email address when creating an Account (such as nhs.net or nhs.uk) in accordance with the secure email standard (DCB1596);
to safeguard access to your devices that you use to access the Platform and to configure your device and internet connection correctly in accordance with our Minimum Specifications;
to ensure virus protection software is installed and in use on any device used to access the Platform;
to inform us immediately if you suspect any unauthorised access to your Account;
to take responsibility for all actions taken within your Account; and
to ensure your Account details are up to date, including the healthcare organisation you are currently employed by. If your details need updating, please contact support@accurx.com.
You agree:
not to do anything that infringes, misappropriates or violates our or any third party’s Intellectual Property Rights or other rights, including privacy, publicity and other proprietary rights);
not to use the Platform in a way that could damage, disable, overburden, or compromise in any way the confidentiality, integrity or availability of our systems or interfere with other users;
not to attempt to copy, modify, duplicate, create derivative works from, or otherwise change the whole or any part of the Platform, or attempt to decompile, disassemble or reverse engineer the Platform;
not to use the Platform to gain unauthorised access to or use of computers, data, systems, accounts or networks;
not to attempt to access all or any part of the Platform in order to build a product which competes with the Platform; and
not to use the Platform for the purposes of promoting unsolicited advertising or sending spam.
Where the Platform is being used in jurisdictions that are covered by NHS England guidance and obligations, you agree to abide by the NHS England End User Organisation Acceptable Use Policy as applicable to your use:
for use of NHS England Services that transact Personal Data which is accessible here; and
for use of NHS England Services that do not give access to personally identifiable data which is accessible here.
You acknowledge that both policies may be updated from time to time by NHS England and by continuing to use the Platform you agree to abide by the latest version of each policy.
You agree:
where necessary, to make the organisation within which you are using the Platform aware that you have signed up to use the Platform and to follow any internal protocols or procedures set by that organisation; and
to check and use the Platform regularly to ensure no communications or actions are missed and to ensure continuation of care.
If you have been granted Administrator Privileges within a Workspace you agree:
only to add users to the Workspace who are authorised healthcare professionals with a legitimate need to access the Platform in connection with the provision of direct care;
not to grant Administrator Privileges to users unless it is appropriate for them to have those elevated access rights;
to ensure that all users within your Workspace are aware of and comply with this AUP and the Terms and Conditions;
to remove users from the Workspace promptly when they leave the organisation, change role or no longer require access to the Platform; and
where applicable, to accept material updates to the Terms and Conditions and DPA on behalf of your Workspace, having ensured that all users within the Workspace are aware of those updates.
We are the owner or the licensee of all Intellectual Property Rights in the Platform and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. You must not do anything that infringes those rights.
In order to identify any breaches of this AUP we will monitor the use and content of messages sent on the Platform for safeguarding purposes. We may also monitor the Platform for usage rates and to check whether messages have been read and/or actioned. In the event a message has not been read or actioned in a timely manner we may contact you and check whether access to the Platform is still required. For more information on this monitoring, please see our DPA.
Without affecting any other remedies available to us, we may permanently or temporarily terminate or suspend your Account or access to the Platform and its associated services on notice if we determine, in our sole discretion, that you have violated this AUP. We are entitled to report any contraventions of this AUP to Licensee and/or any organisation by which you are employed or through whom you have gained access to the Platform.
The Platform is designed to support and facilitate communication between healthcare professionals and between healthcare professionals and Patients. It is not intended to replace clinical judgement, expertise or decision-making, and nothing in the Platform should be construed as constituting medical advice, diagnosis or treatment recommendations.
When using the Platform you agree that you are solely responsible for:
all clinical assessments, decisions and actions taken in connection with your use of the Platform, including any decisions made in reliance on information accessed through the Platform;
ensuring that you have read, understood and adhere to any clinical safety assessments undertaken by your organisation for your use of the Platform (such as DCB0160);
complying with your organisation’s obligationsunder the Data Security and Protection Toolkit ("DSPT"), including in relation to reporting any data security and protection incidents;
ensuring that you have read, understood and adhere to any data protection and privacy assessments undertaken by your organisation for your use of the Platform (such as Data Protection Impact Assessments ("DPIAs"));
ensuring your use of the Platform complies with all applicable laws, regulations, professional standards and guidance, including those of any relevant regulatory or professional body (such as NHS England or the ICO).
The above disclaimer is also set out in Schedule 3 of the Terms and Conditions.
AI Features rely on machine learning and other artificial intelligence technologies that are inherently probabilistic and may produce output that is inaccurate, incomplete, offensive or not suited to your needs, expectations or legal, regulatory or compliance obligations. Output generated by AI Features may not be unique and the same or similar output may be generated for other users. We do not guarantee the accuracy, completeness or appropriateness of any AI-generated output.
When using any AI Feature you agree that you are solely responsible for:
reviewing, verifying and validating all AI-generated output before acting upon it or saving it to any clinical, medical or patient record system;
complying with your organisation’s internal policies on the appropriate use of AI Features and privacy notices to ensure your use of AI Features complies with applicable Data Protection Legislation;
implementing sufficient human oversight of all AI Features; and
ensuring your use of AI Features complies with all applicable laws, regulations, professional standards and guidance, including those of any relevant regulatory or professional body (such as NHS England).
AI Features are optional and you may stop using them at any time.
The above disclaimer is also set out in Schedule 3 of the Terms and Conditions.
Certain Products available on the Platform are Medical Devices which have specific Medical Device Information that must be followed in order for your use of them to adhere to the regulatory requirements set out in the Medical Device Legislation. Where you are using a Product that is a Medical Device, you agree:
to read and comply with the Medical device Information applicable to that Product before use (including the intended purposes, contraindications, warnings and precautions);
only to use the Product for its intended purpose and in accordance with any instructions provided by Accurx;
not to use the Product in any contraindicated circumstances or in any manner inconsistent with its intended purpose; and
to report any serious incident or near-miss arising from your use of a Medical Device to Accurx in accordance with the Medical Device Information.
The Medical Device Information applicable to each Medical Device is set out in Schedule 3 of the Terms and Conditions.
The Platform is designed primarily for use by you and Patients with English as a first language. Any translation service provided uses commonly available third-party translation software. When using any translation service you agree:
to use it as a supplementary aid only and not to rely solely on any translation for clinical decision-making;
to verify the accuracy of any translation before acting on it or communicating it to a Patient; and
to be aware that translations may be inaccurate or incomplete and to use your clinical judgment accordingly.
We do not accept liability for any misinformation or diagnosis based on or caused by any incorrect or inaccurate translation arising from the use of such third-party commonly available translation software. Use of the translation service option is therefore entirely at your own option and risk.
The above disclaimer is also set out in Schedule 3 of the Terms and Conditions.
Accurx Scribe is provided by a third-party service (the "Scribe Provider") and is subject to the DPA and Terms and Conditions. The General AI Disclaimer applies to your use of Accurx Scribe. For the purposes of Accurx Scribe, references to "we" or “us” in this disclaimer and the General AI Disclaimer include "the Scribe Provider". Accurx Scribe is a Medical Device and its Medical Device Information can be found in Schedule 3 of the Terms and Conditions.
to use it as a supplementary aid only and not to rely solely on any translation for clinical decision-making;
to verify the accuracy of any translation before acting on it or communicating it to a Patient; and
to be aware that translations may be inaccurate or incomplete and to use your clinical judgment accordingly.
We do not accept liability for any misinformation or diagnosis based on or caused by any incorrect or inaccurate translation arising from the use of such third-party commonly available translation software. Use of the translation service option is therefore entirely at your own option and risk.
When using Accurx Scribe you agree that you are solely responsible for:
only using Accurx Scribe as a documentation aid and not as a substitute for clinical diagnosis, judgment, expertise, treatment or medical decision-making;
reviewing and verifying the accuracy of all transcriptions and other output before saving them to any clinical, medical or patient record system;
the final content added to any clinical, medical or patient record system - only make decisions you would be comfortable making without Accurx Scribe;
reporting any issues or incidents arising from your use of Accurx Scribe to our User Support team immediately.
We are not responsible for any errors, omissions, or inaccuracies in the transcriptions produced by, or any unavailability of, the Accurx Scribe feature. We accept no liability for any misinformation or diagnosis based on or caused by any incorrect or inaccurate transcription arising from the use of Accurx Scribe and cannot guarantee the accuracy of transcriptions.
Translation: Accurx Scribe is designed primarily for use by you and Patients with English as a first language. A translation feature is available within Accurx Scribe to assist you with undertaking consultations in a language other than English while documenting the consultation in English. This translation feature is not to be used as a replacement for an interpretation service or interpreter. This translation feature uses transcription and translation models available within the AI service. The accuracy of translation varies between available languages and the quality of the outputs generated by Accurx Scribe in languages other than English may be reduced.
Where using the translation feature within Accurx Scribe, you agree:
to use it as a supplementary aid and not as a replacement for a professional interpretation service or interpreter;
to ensure that all generated outputs and documents are checked for accuracy by an individual who both understands English and the language in which the consultation took place before it is saved to any clinical, medical or patient record system — without this check the accuracy of the output cannot be verified;
We accept no liability for any misinformation or diagnosis based on or caused by any incorrect or inaccurate translation arising from the use of such translation features. Use of this translation feature is therefore entirely at your own option and risk.
The above disclaimer is also set out in Schedule 3 of the Terms and Conditions.
Accurx Navigator is a bolt-on to Patient Initiated Forms and is currently available to GPs only. Accurx Navigator is designed to educate and signpost Patients to additional information or services about their health issue during their journey of contacting their GP through the Platform. Accurx Navigator operates through automated matching technology to provide signposting options based on health-related terms entered by a Patient, without clinical interpretation or input from Accurx or your organisation.
Patient Initiated Forms and Accurx Navigator are informational only and are not diagnostic tools. They do not provide medical advice, diagnosis or treatment recommendations and must not be used as a substitute for clinical diagnosis, treatment or medical decision-making, all of which require skilled, professional human intervention and medical judgment or advice.
When using Patient Initiated Forms and Accurx Navigator you agree that you are solely responsible for:
the clinical care of your Patients at all times while they remain under your care when using Patient Initiated Forms or Accurx Navigator - you acknowledge that where a Patient is signposted to another healthcare provider, clinical responsibility for that aspect of the Patient's care passes to that provider;
always continuing to offer alternative routes for Patients to access healthcare and regular clinical services alongside Patient Initiated Forms and Accurx Navigator - they are supplementary to, not a replacement for, traditional healthcare services; and
reporting any issues with Patient Initiated Forms or Accurx Navigator to our User Support team immediately.
Where you, your organisation or local commissioners configure Patient Initiated Forms or Accurx Navigator settings, pathways or linked resources, you agree that you are solely responsible for:
reviewing, validating and approving all content and pathways before making them available to Patients;
any consequences arising from their use; and
verifying all information independently as external content may change without notice.
You acknowledge that Patient Initiated Forms and Accurx Navigator may use and show links to resources, advice and guidance provided by independent third parties (such as NHS England). These links may be selected by Accurx or configured by your organisation or local commissioners. In relation to these links, you acknowledge that Accurx:
takes reasonable steps to ensure they are appropriate when added but cannot continuously monitor third-party content, which may change or become unavailable without notice;
cannot guarantee that all links remain current, complete, accurate or appropriate;
does not create, control, endorse or assume any responsibility for any errors, omissions, inaccuracies in, the completeness of or appropriateness of any content, guidance or advice that is within each link.
The above disclaimer is also contained in Schedule 3 of the Terms and Conditions.
Smart Triage Questions (“STQs”) is a bolt-on to Patient Initiated Forms and is an AI Feature which uses third-party large language model technology (“LLMs”) to automatically generate follow-up questions based on the information submitted by a Patient. The General AI Disclaimer applies to your use of STQs.
STQs is a Medical Device and its Medical Device Information can be found in Schedule 3 of the Terms and Conditions. STQs is currently only available to GPs.
When using STQs, you agree and acknowledge that:
the feature is designed solely to assist with gathering additional information from Patients to support the clinical review process - it does not constitute triage, diagnosis or clinical decision-making and must not be treated as such;
the follow-up questions generated are based on information provided by the Patient and are therefore dependent on the accuracy and completeness of that information - questions generated by AI may not capture all clinically relevant factors and must not be relied upon as a comprehensive clinical assessment tool;
all information submitted by Patients in response to questions generated by AI, together with the original Patient submission, must be reviewed by a qualified clinician before any clinical decision is made - the feature does not replace the need for clinical review and judgment;
the feature may generate questions that are inaccurate, incomplete, inappropriate or not relevant to the Patient's clinical needs - you remain solely responsible for assessing the appropriateness of all information gathered through the feature before acting on it; and
Any Patient Data uploaded, submitted or collected through the feature will be processed, as applicable, by Accurx as:
Any Patient Data uploaded, submitted or collected through the feature will be processed, as applicable, by Accurx as:
Any Patient Data uploaded, submitted or collected through the feature will be processed, as applicable, by Accurx as:
The above disclaimer is also contained in Schedule 3 of the Terms and Conditions.
Accurx Mobile allows you to access the Platform through a mobile application, including access to a hospital directory of contacts which you can access and update with mobile numbers and email addresses of contacts within a hospital ("Directory").
Information added to the Directory is publicly available to other Authorised Users accessing Accurx Mobile ("Public Content"), unless your organisation has requested that its Directory is kept private and has appointed an administrator for its Directory.
Accurx Mobile is intended for use by people residing in the United Kingdom. We do not expect content available on or through Accurx Mobile to be available in other locations. If you access Accurx Mobile from locations outside the United Kingdom, you are responsible for compliance with any applicable local laws.
When using Accurx Mobile you agree:
that you are solely responsible for the Public Content that you post, including the legality, reliability and appropriateness of the Public Content;
to respect the confidentiality of others, including colleagues and Patients at all times;
only to publish publicly available data and information that is relevant for other healthcare professionals;
that by posting Public Content you grant Accurx and your organisation (where relevant) the right and licence to use, modify, publicly perform, publicly display, reproduce and distribute it on and through Accurx Mobile, including making it available to other Authorised Users who may use it subject to this AUP and disclaimer;
not to post any Public Content that violates the privacy rights, copyright, contract rights or any other rights of any person - please contact us or your organisation if you are concerned about any Public Content; and
not to establish any link in a way that suggests any form of association, approval or endorsement by Accurx where none exists.
We do not supervise or moderate Public Content and have no liability or responsibility for Public Content. We reserve the right to remove or correct any Public Content. You acknowledge that Public Content will no longer be accessible if your organisation has requested that we keep its Directory private.
Any Service Recipient Personal Data and Patient Data uploaded, submitted or collected via the Platform will be processed, as applicable, by Accurx as:
Data Processor in accordance with the DPA and the instructions of your organisation as Data Controller; or
Data Controller in accordance with the Privacy Notice.
The above disclaimer is also contained in Schedule 3 of the Terms and Conditions.