QuickRes offers a simple way to get confidential and friendly sexual health services in Namibia!

How to Use QuickRes

QuickRes is a website that allows you to book appointments for health services in Namibia so you can live a healthy life! Unsure what services are right for you? Start by taking the simple 10-question self-assessment which will recommend services fit to your needs. After booking, save your appointment information and arrive at the clinic for your date and time for you to receive services and next steps from a service provider.

Available Services

• Service self-assessment: Easy 10 question survey to self-assess your sexual health needs and receive a tailored recommendation for HIV services.

• HIV testing: Book an appointment at for HIV testing at a facility, mobile clinic, or arrange home delivery. A trained HIV counsellor uses a standard finger prick test to screen for HIV & Syphilis infections in under 20 minutes.

• STI testing & treatment: Book an appointment at a facility or mobile clinic to consult with a physician about your symptoms to diagnose sexually transmitted infections (STIs) such as Chlamydia, Gonorrhea, Herpes, HPV (genital warts), and Syphilis and prescribe you treatment.

• PrEP: Pre-Exposure Prophylaxis (PrEP) is a daily pill that prevents an HIV negative person from contracting HIV. Book an appointment to meet with a physician to see if PrEP is right for you.

• PEP: Post-Exposure Prophylaxis (PEP) is available to prevent HIV from establishing an infection in the body and is given to persons who may have recently been exposed to HIV within the last 72 hours. Book an appointment and call us immediately to ensure you can access PEP.

• HIV treatment (ART): People living with HIV can book an appointment to consult with a physician to start HIV treatment (ART) or re-start treatment for clients with recent interruption in their treatment.

• Viral load testing: People living with HIV can book their next viral load test with us to determine if the virus is “undetectable”, which prevents HIV transmission.

• Counseling services: Book an appointment for a consultation with our psychologist who can help with mental health; nutritionist; and HIV treatment adherence counselor; and general counseling needs.

QuickRes Client Terms of Use Policy

Introduction 

QuickRes allows any member of the public to find and book appointments for a range of health services in their country. 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 and managed by FHI 360. FHI 360 is 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 in Nambia, including the KP-STAR project implemented by IntraHealth Namibia are considered the “controllers” of QuickRes in Namibia (available at https://quickres.org/264)

We are committed to protecting and respecting your privacy. QuickRes may collect and process some personally identifying information to help deliver and improve health services featured on QuickRes. Our data collection and use are compliant with national and local laws.

All clients who use QuickRes indicate that they have read, understand, and agree to this Terms of Use Policy. Please review this policy and contact us with any questions (see contact information at the end).

Contents:

1. Key terms
2. How do we collect your personal information?
3. What kind of information do we collect and how do we use your information?
4. How is your information shared?
5. How do we protect and secure your information?
6. What kind of communication will you receive from QuickRes?
7. How can I edit my edit my communication preferences and opt-out of QuickRes’ communications?
8. How can you manage or delete your information on QuickRes?
9. What is the minimum legal age to use QuickRes?
10. How can you contact QuickRes/FHI 360 with questions?

Key terms:

• Personally identifying information (PII):Information that can be used to uniquely identify, distinguish or trace an individual’s identity, such as name, contact information, 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 or for whom appointments are booked on their behalf by service providers or client support staff. Clients are also referred to as “you” in this document.
• Service providers:Qualified providers of health services registered on QuickRes may include clinicians, nurses, qualified community/lay providers, lab technicians, counselors, psychologists, pharmacy staff, and others. Service providers only have access to view appointments booked at clinic(s) where they work to report when clients attend their appointment and health services provided to clients.
• Client support staff: Staff or volunteers registered on QuickRes who may support clients to book appointments, remind clients for upcoming appointments, reschedule missed appointments, and support service providers to report when clients attend appointments and health services provided to clients on QuickRes.

How do we collect your information?

• You directly enter your information on QuickRes when you book an appointment on QuickRes, including your mobile phone number, date of birth, and name. Alternatively, service providers or client support staff may enter your information on QuickRes to book an appointment on your behalf (after you provide consent). This information is used to keep in contact with you about your appointment and validate your identity for service provision.
• Client support staff and service providers may collect and report additional information on QuickRes. This may include whether you arrived for your appointment and information about the health services you accessed during your appointment.
• 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 automatically collects limited information when you visit QuickRes, such as your IP address, general location (city and country), time of visit, and the type of device and operating system used to access QuickRes, which is used to understand site traffic.

What kind of information do we collect and how do we use your information?

• Appointment information:Your name, mobile phone number, date of birth, and the health service request(s) are collected when you book an appointment on QuickRes. This information allows QuickRes to send you appointment reminders and allows service providers and client support staff to find your appointment on QuickRes, validate your identity, and report appointment attendance and services delivered.
• Other demographic information:Additional demographic information may also be asked when you book an appointment on QuickRes, such as your sex, gender identity, and membership in some populations, which allow us to ensure all populations are served equitably.
• Sexual health information: You can complete a sexual health service assessment on QuickRes, which 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 health services that you can book on QuickRes. Your responses to individual questions on this assessment are kept confidential and are neither shared with service providers nor client support staff.
• Health service access information:Service providers and/or client support staff may report on QuickRes when you attend your appointment, health services received, diagnostic results, and other notes. This information helps service providers and client support staff ensure clients are provided comprehensive and quality health services.
• Client feedback information:You may provide feedback on your appointment booked on QuickRes. Your responses help us understand and improve the experience of clients accessing services through QuickRes.
• Client referral information:QuickRes collects the phone number, sex, and specific health services that should be offered for each person referred on QuickRes. This information is used to send an SMS message to each referred person to invite them to access services on QuickRes and may be shared with client support staff and service providers who may contact the referred person to help them access services. 
• Location information:The internet browser you use to access QuickRes may ask your permission to share your current location with QuickRes. This information is not stored on QuickRes, but is used to personalize your experience using QuickRes, including to present service providers that are nearest to your current location.
• Cookies and other tracking information: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 do not use client data for prospective and commercial uses.

How is your information shared?

• Your appointment requests are shared with the provider where you booked your appointment and the assigned client support staff.
• Your assigned service provider and client support staff may reassign your appointment to another service provider or client support staff based on your consent.
• Clinical data such as the health services and diagnostic you received can be viewed and edited by the provider where your appointment is booked (or other service providers who may be involved in your care).
• 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 local regulations, providers may be required to report service delivery data to the national government on separate reporting tools not managed through QuickRes.
• Additional program staff may use aggregate appointment and demographic data (without client identifying information) to help ensure all types of populations can access and receive services through QuickRes.
• Clients agreeing to the QuickRes Terms of Use provide their consent to having their information transferred outside of Namibia to QuickRes’ secure cloud server where the QuickRes controllers have access to your information to provide management support to service providers and client support staff.

How do we protect and secure your information?

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:

• Only trained service providers, client support staff, and program management staff who have agreed to maintain client confidentiality are granted access to QuickRes.
• Service providers on QuickRes are nationally accredited and follow health information guidelines set by the local Ministry or Department 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.
• Your phone number is protected on QuickRes. Phone numbers are encrypted on the server and only decrypted individually when the assigned service provider or client support staff want to contact you. QuickRes’ databases do not link your personal information with your phone number.

What kind of communication will you receive from QuickRes?

You may receive the following types of communications from QuickRes, service providers, and client support staff.

Automated messages from QuickRes

• One appointment confirmation message
• Up to three appointment reminder messages
• Several follow-up messages may be sent including to collect feedback on your appointment, to refer other people to QuickRes, to self-report your HIV self-test kit result, and to remind you to reschedule an appointment you missed.
• Messages may be sent if your appointment is cancelled or the date, time, modality, or provider is edited.
• Messages may be sent when diagnostics are reported by the laboratory or lab specialist, including instruction to call to learn about your specific result.
• None of these messages will include the specific health services you requested or accessed through QuickRes.
• These messages may be sent to you by SMS or other common messenger app (such as WhatsApp) to the phone number included on QuickRes appointment.

Other communications:

• Messages may be sent from QuickRes as part of planned campaigns relevant to health services you have accessed through QuickRes or to share updates for new or changed health services available through QuickRes. 
• You may receive voice calls, SMS, or WhatsApp messages/calls from a service provider or client support staff to confirm your appointment details or provide you support before or after your appointment.

How can I edit my edit my communication preferences on QuickRes?

• Select “opt out of SMS” when you book your appointment (or request this from service provider or client support staff when they book your appointment). This option will block QuickRes from sending any automated messages to you for that appointment.
• Select “avoid calling my number” when you book your appointment (or request this from service provider or client support staff when they book your appointment). This option alerts service providers and client support staff to avoid contacting you or to take extra caution if contacting you is necessary.
• To update your phone number on QuickRes or provide additional contact information, contact your service provider or client support staff who can update this information on your behalf.
• To stop receiving all SMS from QuickRes, please contact us using the email or phone number at the bottom of this Terms of Use. We can manually and permanently block all SMS from QuickRes to your phone number.
• When you receive an SMS from QuickRes, it may include a phone number that can be called or texted to opt out of future communications.

How can you manage or delete your information on QuickRes?

To access, edit, or delete your personal data on QuickRes, contact your service provider or client support staff at the phone number available on QuickRes or shown in SMS appointment reminders sent by QuickRes. To process these requests, we may ask for additional information to validate your identity. After your identity is confirmed, requests will be processed immediately or within 10 days. If you are unable to submit or process your request with your service provider or client support staff, send an email with your request to [email protected].

What is the minimum age to use QuickRes?

If you are 16 years old or older, you may use QuickRes to book health services for yourself. 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.

Contact us

How to contact QuickRes/FHI 360 with questions?

If you have any questions about this policy, you can contact us as described below:

• IntraHealth Namibia KP-STAR Project
• Contact us by email at: [email protected]
• Contact us by phone at: (+264) 61 303 793
• Our officers are located at: Erf 447 Jackson Kaujeua Street, Windhoek West, Mozart Square Complex, Windhoek, Namibia

FHI 360 (Global QuickRes controller)

• Contact us by email at [email protected]
• Requests to modify or delete client personal information can be sent to [email protected]
• FHI 360’s office is located at: FHI 360 Headquarters, 359 Blackwell Street, Suite 200 Durham, NC 27701, US.
• FHI 360 is committed to making our programs safe for everyone. Please let us know if you ever feel uncomfortable or hurt by anyone from FHI 360, including anyone who works with one of our partner organizations. You can send an email to [email protected]; report a case anonymously online here; or call FHI 360’s hotline +1.720.514.4400. FHI 360 commits to non-retaliation of anyone who submits a report.