Patient Access Terms of Use


Patient Access Operator

1. Terms of Use

1.1 Please read these Terms of Use carefully (including the "Limitations of Liability" and "Choice of Law and Jurisdiction" sections below) before using the Patient Access service (the "Service"). By using the Service, you signify your agreement to be bound by these conditions. These Terms of Use govern a legal agreement between you and us and it sets out the conditions which govern your use of the Service, which may be accessed through:

1.1.1 our website whether as a guest or a registered user; and/or

1.1.2 the PATIENT ACCESS mobile application software (the "App") (available on a number of different App marketplaces (the "App Sites"), once you have downloaded or streamed a copy of the App onto your mobile telephone or handheld device ("Device").

1.2 References in these Terms of Use to the Service, includes the Website and/or the App (as appropriate, depending on the method you are using to access the Service). When you use the Service via the App you will also be subject to the terms, guidelines and conditions applicable to the applied by any relevant App Site from whose site you downloaded the App (the "Appstore Rules"). If these Terms of Use are inconsistent with the Appstore Rules, these Terms of Use will control.

1.3 We license use of the Service (including, the App and the Website) to you on the basis of these Terms of Use and subject to any other rules or policies we notify to you.

1.4 By using the Service (including, by downloading the App or registering to use the Service), you confirm that you accept these Terms of Use and that you agree to comply with them.

1.5 If you do not agree to these Terms of Use, which govern the contract between us, then you must not use the Service (including, accessing the App and/or the Website).

1.6 These Terms of Use incorporate by reference the following additional terms (which also apply to your use of the App and/or the Website):

1.6.1 our Privacy Policy as may be updated from time to time, which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using the Service, you consent to such processing and you must ensure that all data provided by you is accurate; and

1.6.2 our Cookie Policy as may be updated from time to time, which sets out information about the cookies we use on our Website.

1.7 Subject to any specific terms identified in respect of a particular feature or part of the Service, these Terms of Use (including, our Privacy Policy) govern the agreement between you and us with respect to your use of the Service.

1.8 For the avoidance of doubt, use of (or of any other services accessible through it) our site at is subject to a separate privacy policy and terms and conditions which are accessible through that site.

2. GP Systems of Choice

2.1 Under the central GP Systems of Choice programme, we have a framework agreement with the Secretary of State for Health and call off agreements with organisations who order services on behalf of GPs (the GPSoC Contracts). The scope of provisions in the GPSoC Contracts includes accreditation, deployment and provision of services, including patient facing services, which are all intended to help ensure that we deliver services such as the Service in an appropriate manner. If your GP has provided you with access to the services accessible through the App or the Website, then the services you are using are likely to fall under the scope of the GPSoC Contracts. The obligations on us set out in these Terms of Use are in addition to our obligations to our customers under the GPSoC Contracts.

3. Grant and scope of licence

3.1 In consideration of you agreeing to comply with these Terms of Use, we grant you a non-transferable, non-exclusive, revocable licence to use the Service (including, as appropriate, the App and/or the Website), subject to these Terms of Use (and the Appstore Rules). We reserve all other rights.

3.2 We do not sell the Service (the App or the Website (or any materials or documents relating to the same)) to you and we remain the owners of such materials at all times.

3.3 You may:

3.3.1 download or stream a copy of the App onto an appropriate Device and view, use and display the App on the Devices for your personal purposes only; and

3.3.2 use the Website for your personal purposes only.

3.4 Except as expressly set out in these Terms of Use or as permitted by any local law, you agree:

3.4.1 not to copy the App or any element of the Website except where such copying is incidental to normal use of the App or the Website, or where it is necessary for the purpose of back-up or operational security;

3.4.2 not to rent, lease, sub-license, loan, translate, merge, adapt, vary or modify the App or any element of the Website;

3.4.3 not to make alterations to, or modifications of, the whole or any part of the App or any element of the Website, or permit the same (or any part of it) to be combined with, or become incorporated in, any other programs;

3.4.4 not to disassemble, decompile, reverse-engineer or create derivative works based on the whole or any part of the App or any element of the Website or attempt to do any such thing (except to the extent that by law cannot be prohibited because they are essential for the purpose of achieving inter-operability or pursuant to any applicable open source licence);

3.4.5 to keep all copies of the App which you make secure;

3.4.6 to include our copyright notice on all copies you make of the App on any medium;

3.4.7 not to provide or otherwise make available the App or any element of the Website in whole or in part (including object and source code), in any form to any person without prior written consent from us; and

3.4.8 to comply with all technology control or export laws and regulations that apply to the technology used or supported by the App or any element of the Website or the Service.

4. The Service

4.1 The Service enables users to book appointments, order repeat prescriptions, send messages to their GP practice, and remotely access details in respect of their medical records which are held by their GP Practice. Access is dependent upon a number of factors, including that: (i) the relevant GP Practice use a compatible clinical system; (ii) the relevant GP Practice has activated the functionality within its clinical systems so that the Service is accessible for use by the user; and (iii) the user successfully complete the registration process.

4.2 Your GP Practice is able to activate or deactivate (all or certain elements of) the Service at its discretion in relation to some or all of its registered patients. If for whatever reason your GP Practice should choose to limit certain elements of the Service within its clinical systems then this will impact on your ability to use the Service and if this should occur then it is something you should discuss this with your GP Practice directly.

4.3 The Service is designed to be accessed via the Website or through our App.

4.4 After you have accessed your medical record you may be given the option of exporting or printing elements of your record. We recommend that you should only print or export any data where there is a clear need for you to do so. If you do choose to print or export any data then it is out of our (or your GP Practice’s) control and you are responsible for ensuring that any medical record data you export or print is held securely. We will not be liable for any disclosure of sensitive and personal data if such disclosure arises as a result of you using the Service to export or print out or otherwise share any information made available to you via the App or Website.

5. Accessing the Service

5.1 We do not guarantee that the Service will always be available or that access to it will be uninterrupted. Access to the Service (whether via the App, the Website or otherwise) is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of the Service without notice. We will not be liable to you if for any reason the Service is unavailable at any time or for any period and you should ensure that you have alternative means of communicating with your GP Practice other than through the Service.

5.2 You are responsible for making all arrangements necessary for you to access the Service (including, having access to an internet connection and an appropriate Device or browser as appropriate).

5.3 You are also responsible for ensuring that all persons who access the Service through your internet connection and/or Device are aware of these Terms of Use and other applicable terms and conditions, and that they comply with them.

6. Registering to use the Service

6.1 If you wish to register for an account to use the Service then you should contact your GP Practice. If your GP Practice uses a compatible clinical system (if they do not then unfortunately you will not be able to use the Service and you may wish to speak to your GP Practice about what other options may be available to you), and if they have activated the Service functionality within their system, then they will be able to provide you with a registration document which will include details that let you register for the Service.

6.2 If your GP Practice uses a compatible clinical system and has enabled online registration then you will be able to register without a registration document. This will let you sign in, with the ability to book only a single appointment. All other functionality will be disabled. To access all of the available features you must take two forms of identification to your GP Practice to confirm your identity. To find out what forms of identification are acceptable please follow the instructions displayed when you log in to your account, or contact your GP Practice directly.

6.3 Please note that if you select or are provided with a user identification code, password or any other piece of information as part of our registration or security procedures, you must treat such information as confidential. You must not disclose it to any third party.

6.4 We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these Terms of Use.

6.5 If you know or suspect that anyone other than you knows your user identification code or password, you must promptly reset your password to something which only you know. Please visit to reset it.

6.6 You can retrieve, change or request that we delete the details you place with us. You will only receive emails that you have agreed to, or those relating to administration purposes.

6.7 You must only use the Service for lawful purposes and you must not infringe the rights of other users of the Service.

6.8 If you are under 16 your use of the Service will be dependent on your GP Practice authorising such use and will be subject to any additional requirements or conditions which they may choose to place on such use (for example, they may require you to provide them with permission from a parent or guardian).

7. Prohibited Uses

7.1 You may use the Service only for lawful purposes. You may not use the Service in any way:

7.1.1 that breaches any applicable local, national or international law or regulation;

7.1.2 that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect, or in any manner inconsistent with these Terms of Use, or act fraudulently or maliciously in respect of the Service;

7.1.3 which infringes our intellectual property rights or those of any third party in relation to your use of the Service;

7.1.4 to transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of the Service;

7.1.5 that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users;

7.1.6 to access, send, knowingly receive, upload, download, use or re-use any personal information regarding any person other than yourself without their explicit prior consent;

7.1.7 to collect or harvest any information or data in respect of the Service or our systems or attempt to decipher any transmissions to or from the servers running the Service; or

7.1.8 to knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.

8. Linking to our Website or App

8.1 You may link to the Website or App, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

8.2 You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. Our Website or App must not be framed on (or form part of) any other site or mobile application (as appropriate).

8.3 We reserve the right to withdraw linking permission without notice.

9. Intellectual Property Rights

9.1 We are the owner (or the licensee) of all intellectual property rights in the Service (including, our Website and our App). Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

9.2 Our rights the Service (including, the Website and App) are licensed (not sold) to you and you have no rights to the same other than to use the Service under and in accordance with these Terms of Use.

9.3 You may use the Service only for your personal use. You must not use any part of the Service for commercial purposes without obtaining an express licence in writing to do so from us (or our licensors as appropriate).

9.4 If you use any element of the Service (including, the Website or the App) in breach of these Terms of Use, your right to use the Service will cease immediately and we may suspend your access to the Service with immediate effect and without notice.

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