QuickRes allows any member of the public to find and book appointments for a range of health services in Myanmar. Booked appointments are shared with relevant service providers and client support staff who may assist clients to attend their appointments and document the health services provided to clients who had booked on QuickRes.
QuickRes (available at www.quickres.org) uses the Online Reservation and Case Management App (ORA) software developed by FHI 360 with funding provided by USAID and PEPFAR. QuickRes is available in several countries and languages. QuickRes is operated by FHI 360 – an international nonprofit working to improve the health and well-being of people in the United States and around the world. FHI 360 and local project partners are considered the “controllers” of QuickRes in Myanmar (available at https://quickres.org/950)
Personally identifying information (PII): Information that can be used to uniquely identify, distinguish or trace an individual’s identity, such as name, phone number, email address, date of birth, location data, IP address, and device ID. PII can also extend to include information that is linked or linkable to an individual such as medical information, sex, gender, and population type. PII is also referred to as “your information” in this policy. Aggregate data or individual level data that cannot be linked to an individual are not considered PII.
Controller: the entity or entities which, alone or jointly with others, determines the purposes and means of the processing of personal data on QuickRes. FHI 360 as the global administrator, along with relevant in country program partners, are the QuickRes controller, and are referred to as “we” in this policy.
Clients: Any individual who uses QuickRes to book health services for themselves (this is also referred to as “you” in this document).
Service providers: Providers of health services registered on QuickRes, which may include clinicians, nurses, qualified community/lay providers, lab technicians, counselors, psychologists, pharmacy staff, and other individuals who are qualified to provide the health services clients request when they book appointments on QuickRes. Service providers have access to view appointment requests that clients make at the clinic where the service provider works and to report services their provide to clients.
Client support staff: individuals who are assigned access to appointments booked on QuickRes and may include “outreach workers” who help reach new clients in the community and assist them to book services on QuickRes. This may also include “case managers” who usually manage a cohort of clients in longer term care and may have access to view the history of appointments their clients booked on QuickRes including clinical service delivery data reported by service providers.
How do we collect your personal information?
What kind of communication will you receive from QuickRes?
What kind of information does QuickRes collect?
How do we use this information?
How is this information shared?
How do we protect and secure your data?
How can you manage or delete information about yourself?
What’s the minimum legal age to use QuickRes?
How can you contact QuickRes/FHI 360 with questions?
You directly enter your information on QuickRes when you book an appointment on QuickRes, including your mobile phone number, date of birth, and name (or nickname). Service providers use this information to confirm your identify before providing virtual or in-person support. QuickRes will use your mobile number to send you appointment confirmation and reminders by SMS.
We automatically collect limited information when you visit QuickRes, such as IP address, general location (city and country), time of visit, and device type and operating system, which is used to understand site traffic.
You may request assistance from service providers or other client support staff to have your QuickRes appointment booked on your behalf. In this case, clients may have their information entered into QuickRes by service providers or client support staff after this information is confirmed by you.
You may refer other individuals for services on QuickRes using the client referral tool. Alternatively, you may be referred for services on QuickRes by someone else. Clients making the referral will enter the mobile phone number and name/nickname on QuickRes for each client they want to refer. QuickRes will use the mobile number to send a SMS notification to the referred client with details of the referral and instructions on how to accept the referral and make an appointment on QuickRes.
You may receive the following types of communications from QuickRes:
SMS messages (texts) when an appointment is booked on QuickRes sent to the mobile phone number used to book the appointment on QuickRes. These messages include: 1) one SMS sent immediately after the appointment is booked on QuickRes, 2) two reminder SMS for your appointment, the first sent 48 hours before the scheduled appointment and the second sent 24 hours before the scheduled appointment, 3) one follow up message sent at 6:00PM local time of the date of your appointment with link to online survey to provide feedback for your service provider. These SMS will include the name and phone number of the provider where your appointment is booked and will not specify the health services you request for your appointment.
SMS messages when your appointment’s date or time, provider, or assigned case manager is changed by QuickRes administrators.
SMS messages when someone uses QuickRes’ client referral function to refer you to book an appointment on QuickRes. QuickRes will maintain the anonymity of the individual who refers you for health services.
Voice call, SMS, or WhatsApp message/call from the service provider where your appointment is booked or from another client support staff who is assigned access to your appointment. They may call you to confirm your appointment, assist you to reschedule to another date/time, or collect information from you prior to your appointment. The provider/client support staff should confirm their identity first and ask you to confirm your identity by confirming your name/nickname and birthdate used on the appointment before discussing any personal or health matters.
You can edit your communication preferences on QuickRes by:
Selecting “opt out of SMS” when you book an appointment on QuickRes, which will block QuickRes from sending you any automated SMS messages for that specific appointment (will not affect other automated message sent for separate appointments).
Selecting “do not call” when you book an appointment on QuickRes, which will place a symbol next to your appointment on QuickRes to notify the service provider and other client support staff to avoid contacting you and to take extreme precaution to confirm your identity if contact is necessary.
Contact your service provider or case manager to have your phone number updated on QuickRes or to provide them custom contact information (such as WhatsApp number or other messenger information).
When you receive an SMS from QuickRes, it will include a phone number that can be called or texted to opt out of future communications.
Your name (or nickname), mobile phone number, and date of birth are collected when you book an appointment. This information helps service providers find your appointment record on QuickRes and confirm your identity before providing you support virtually or in-person.
Some other demographic information may also be asked when you book an appointment on QuickRes, such as sex, gender identity, and membership in some populations, which allow us to ensure all populations are served equitably.
You can complete a sexual health service assessment on QuickRes, which will ask a series of questions to determine your HIV status and risk level for HIV and other STIs. Your responses to these questions allow QuickRes to recommend you specific services to book tailored to your needs. Your responses to individual questions on this assessment are kept confidential and are not shared with service providers and any client support staff.
Your service provider and/or client support staff assigned to your appointment record may report the health services you accessed and diagnostic results based on the appointments booked through QuickRes, including ability for them to add custom notes. This information is collected to ensure clients are provided comprehensive and quality health services and to allow case managers to understand their client’s history of service uptake among providers on QuickRes.
When you visit QuickRes, the site will automatically collect some information to help us understand our site traffic, including your IP address, general location (country/city), device type, and date and time of access.
We use the information described above to support you to access health services confidentially and to continually improve the quality of services provided by services providers and client support staff using QuickRes. Your information is used in the following ways:
To confirm your identity and requested services and share these requests with the service provider where your appointment was booked.
To personalize your experience using QuickRes, including tailored service recommendations and automated reminders for upcoming appointments and notices of related services on QuickRes.
To understand your experience accessing services through QuickRes and with linked service provider to improve the quality services.
To allow client support staff (including case managers) understand your history of service access through QuickRes to provide you tailored support to retain in health services and schedule future health appointments as needed.
To measure the impact of our promotional efforts including the audiences we reach through online promotions for health services available on QuickRes and to improve the effectiveness of future promotional and outreach efforts.
We do not use client data for prospective and commercial uses.
Your appointment requests are shared with the provider where you booked your appointment and the assigned client support staff. This service provider and assigned client support staff can reassign your appointment record to another service provider or client support staff based on your request and approval (for instance if you want to change you appointment to another clinic).
QuickRes does not share your personal information to any other database or national/government reporting system. Only aggregate and anonymous data may be shared and reported to the national government and donors, upon request. Based on regulations established by the Ministry of Health, providers may be required to report data on their services delivered to the national government, but that will not be handled through QuickRes.
Program staff may use aggregate appointment data (without client identifying information) to help ensure all types of populations can access and receive services through QuickRes.
We take great care to protect client data. Technical measures are in place to prevent unauthorized or unlawful access to data and against accidental loss or destruction of or damage to data. Staff who are granted access to QuickRes data are trained to protect the data from any illegal or unauthorized access and usage. We protect and secure your data in the following ways:
Trained management, outreach, and counselling staff carefully support clients and handle their information securely. Our clinical partners are nationally accredited and follow health information guidelines set by the Ministry of Health.
QuickRes uses a range of security measures to protect clients and data including using Secure Sockets Layer (SSL) which encrypts your communication with QuickRes, secure high-capacity server hosting, offsite backup service with military grade encryption, and password-protected user logins.
Client’s mobile phone number is hidden from view of providers and client support staff and can only be accessed upon demand by the service provider when they need to contact the client. Client’s mobile phone number is automatically removed from exported data used for reporting and analysis.
Client’s mobile phone number is automatically permanently deleted from their appointment and referral records on QuickRes 12 months after record creation. This ensures that personally identifying information is only stored on QuickRes for the duration required to support clients to access services and follow up services.
We provide you with the ability to access, rectify or delete your data. You can manage your date through the following ways:
Call the phone number provided in your appointment booking confirmation SMS from QuickRes to rectify or delete your data. You will be asked to confirm your identity to proceed with your requests.
Start a chat with us on the home page and ask to speak to your assigned client support staff, how can help you access, rectify, or delete your data on QuickRes. You will be asked to confirm your identity to proceed with your requests. When you start a chat with us on the home page, the chat is facilitated by WhatsApp, Facebook.
You can also rectify/delete your data by asking the service provider in-person when visiting.
Requests to access, edit, or delete your personal data on QuickRes may only proceed after service providers or client support staff can confirm your identity. After your identity is confirmed, requests will be processed within 10 days.
If you are 18 or older, you may use QuickRes to book health services for yourself. If you are younger, you can ask your parent or legal guardian to book health services on your behalf. On the final page to book an appointment on QuickRes, parents can respond to the question “I am booking an appointment for…” by selecting “my child”. No proof of age will be required for you to book an appointment on QuickRes, however the service provider may request proof of age (such as identification card) and may refuse to provide services if it illegal for them to provide such services without a parent or guardian approval/present.
FHI 360 will not be liable for any cause of action that arises due to non-compliance with this section.
If you have any questions about this policy, you can contact us as described below:
FHI 360 (Myanmar)
FHI 360 (Global QuickRes controller)