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Healthcare professionals working in the NHS use Accurx communication software to contact their patients via SMS, email and the NHS App – all to give you better access to care. Patient Initiated Forms (Patient Triage) and Accurx Navigator (together below as “the Products”) are communication tools provided by Accurx that your healthcare provider has decided to implement to support their workflows. By using the products, you agree to the following Terms of Use.
In these Terms of Use, we may use "we", "us", "our" and "Accurx" interchangeably to refer to Accurx, and "you" and "your" refer to you as the patient.
Accurx Navigator: is a feature designed to educate and signpost patients to additional information or services about their health issue during their journey of contacting their GP practice through the Accurx Platform. Navigator operates through automated matching technology to provide signposting options based on the health-related terms you enter, without clinical interpretation or input from Accurx or your GP practice.
Patient Initiated Forms (Patient Triage): are a set of online consultation tools which help patients get in contact with their healthcare provider (e.g. GP practice) and support healthcare teams in managing inbound medical and administrative requests from patients, alongside other routes (e.g. walk-in, phone).
Use of Artificial Intelligence (“AI”): features and functionality within the Products may use AI and machine learning technologies to assist with gathering information from you for your healthcare provider (“AI Features”). For example, Patient Initiated Forms may generate follow-up questions based on information you provide, to help your healthcare provider better understand your needs. These features are designed to support the information-gathering process only and do not provide clinical recommendations, diagnosis or medical advice.
The Products are informational only, providing easy to access resources through automated processes, but are not clinical recommendations or diagnostic tools. They do not provide medical advice, diagnosis or treatment recommendations and should not be treated as a substitute for clinical diagnosis, treatment, or medical decision-making, all of which require skilled, professional human intervention and medical judgment or advice. Accurx provides technology and software services only and does not provide medical or healthcare services.
AI Features within the Products may automatically generate questions or responses based on the information you provide. The accuracy and relevance of any content generated by AI may depend on the information you provide - please ensure your responses are as accurate and complete as possible. Content generated by AI is not a substitute for clinical advice and your healthcare provider will review all information you submit before making any clinical decision.
The Products, including any AI Features, are supplementary to, not a replacement for, the provision of traditional healthcare services, so your healthcare provider will always continue to offer alternative routes for you to access healthcare and regular clinical services alongside the Products (for example, GP appointments). Please contact your healthcare provider if for any reason you are unable to use or have any concerns about using the Products.
Your healthcare provider remains responsible for your clinical care and any clinical services they provide to you. This includes reviewing all information gathered by the Products and AI Features (such as any content generated by AI and your responses) before making any clinical decision about your care. Whilst the Products are available to help you find information and services, your healthcare provider does not actively monitor what information you access or which services you choose through the Products. However, they remain available for clinical consultation, if needed. If you choose to access other healthcare services that are signposted through the Products (such as pharmacy services, physiotherapy, or other NHS services), those alternative healthcare providers become responsible for the care they provide to you. You should contact your healthcare provider if you are unsure about anything you see within and while using the Products.
The Products are configured and/or approved by your healthcare provider, other local services and commissioners, who are responsible for all such configurations and for reviewing, validating and approving all features within the Products before making them available to patients.
Content available within the Products may change without notice and your healthcare provider is responsible for independently verifying whether information remains relevant and appropriate. To assist your healthcare provider with this, we ask that, where possible, you contact them if any information within the Products does not look accurate or correct.
You are responsible for the decisions you make and for following any advice or instructions that are shown when using the Products. This includes reading and carefully considering any safeguards put in place in the Products around seeking urgent or emergency care (such as 111 or 999 services). When submitting information, please ensure it is submitted via the most appropriate option and form for your type of request and provide accurate information. This will assist with ensuring your request is dealt with appropriately. If you are unsure about anything or unsure which option or service to select, please contact your healthcare provider for guidance and support before submitting information through the Products.
Where the Products use AI Features, please ensure your responses are accurate and complete. The relevance and usefulness of content generated by AI depends on the information you provide. If you are unsure how to answer any question, please contact your healthcare provider for guidance. If you receive any content generated by AI that seems inaccurate, irrelevant or concerning, please contact your healthcare provider directly. Alternatively you can also contact Accurx at support@accurx.com or raise any data-related concerns with the ICO at www.ico.org.uk.
The Products may use and show links to resources, advice and guidance that are provided by independent third parties (such as NHS England). These links may be selected by Accurx or configured by your healthcare provider, other local services and commissioners. Accurx acts solely as a technology platform that makes such information available. Accurx takes reasonable steps to ensure the links we select are appropriate when added. Whilst we may review links from time to time or in response to issues reported to us, we cannot continuously monitor third-party content. Third-party content may change or become unavailable without notice to us, and we cannot guarantee that all links remain current, complete, accurate or appropriate. Whilst we select certain links to include in the Products, this does not constitute endorsement of the accuracy or suitability of the third-party content for your individual circumstances. For these reasons, we are not responsible for any errors, omissions or inaccuracies in third-party content, guidance or advice that is linked to or available within the Products, even where we have selected the link. Where your healthcare provider, other local services and commissioners have configured specific links, resources, advice or guidance, they are solely responsible for the selection, appropriateness and ongoing accuracy of such links.
The Products may rely on third- party communications networks, functionality, services and facilities which Accurx does not own or control (e.g. the internet, NHS England and any other third- party advice and guidance). As such, Accurx cannot guarantee or be responsible for any loss in the availability of or any delays, delivery failures or any other loss or damage resulting from the transfer of data over these third- party systems. Accurx does not warrant that the Products will be uninterrupted or error-free.
To the fullest extent permitted by law, Accurx disclaims all liability for any direct or indirect loss, damage, injury, or harm arising from or in connection with your use of the Products, including but not limited to: (i) the extent to which you rely on information, content, or links provided through the Products; (ii) any delays, interruptions, or failures in the Products or third-party services; (iii) failure to follow safety guidance, warnings, or instructions provided within the Products, including guidance about seeking urgent or emergency care; (iv) any decisions made based on information obtained through the Products; (v) any content, advice, or services provided by third parties accessible through the Products; and (vi) any questions, responses or other content generated by AI questions provided through the Products and AI Features, including any inaccuracies, limitations or omissions in such content. However, nothing in these Terms of Use affects your rights that cannot be excluded or limited by law.
Your healthcare provider instructs Accurx to process the personal information you provide when using the Products and the AI Features. Accurx processes this information as a data processor acting on your healthcare provider's instructions in accordance with our Data Processing Agreement (“DPA”). To the extent Accurx processes the personal information you provide when using the Products and AI Features as a data controller, this is covered by our Privacy Notice (as may be updated from time to time by Accurx). Both the DPA and Privacy Notice, should be read in conjunction with your healthcare provider’s own Privacy Notice.
By using and accessing the Products, you acknowledge that you have read, understood, and agree to be bound by these Terms of Use.
We may update these Terms of Use from time to time to reflect changes in our Products, legal requirements, or for other business reasons. For material changes that significantly affect your rights or responsibilities, we will provide reasonable advance notice by posting notice of the upcoming changes on this page with a clear effective date (typically at least 7 days in advance where reasonably practicable). We may also display a notification when you access the Products. For minor changes (such as clarifications, corrections, or updates that do not materially affect your rights), we will post the updated Terms of Use on this page, and the changes shall take effect immediately. Your continued use of the Products after any changes to these Terms of Use constitutes acceptance of the latest version of the Terms of Use. You are free to stop using the Products at any time if you do not agree with any changes to these Terms of Use.
These Terms of Use are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these terms or your use of the Products shall be subject to the exclusive jurisdiction of the courts of England and Wales.
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