QuickRes allows any member of the public to find and book appointments for a range of health services in Malawi. 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. In Malawi context, QuickRes is implemented for appointment booking only. 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 Population Services international (PSI), Malawi AIDS Counseling and Resource Organization (MACRO), Lesbian, Intersex, Transgender and other Extensions (LITE), community health rights advocacy (CHeRA) Rainbow rights education and awareness (RREA) are considered the “controllers” of QuickRes in Malawi (available at https://quickres.org/265
- Key terms
- How do we collect your personal information?
- What kind of information do we collect and how do we use your information?
- How is your information shared?
- How do we protect and secure your information?
- What kind of communication will you receive from QuickRes?
- How can I edit my edit my communication preferences and opt-out of QuickRes’ communications?
- How can you manage or delete your information on QuickRes?
- What is the minimum legal age to use QuickRes?
- How can you contact QuickRes/FHI 360 with questions?
- 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 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: 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 appointments booked on QuickRes at the service provider’s clinic(s) to report when clients arrive for their appointment and report services provided 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 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 (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.
- 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.
- You may request assistance from service providers or other client support staff to book your appointment on QuickRes on your behalf. In this case, you may have your 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.
- Your assigned client support staff and the service provider where you booked your appointment may collect additional information and report it on your appointment records on QuickRes. This may include whether you arrived for your appointment and information about the health services you accessed during your appointment. Learn more about what kind of information is collected in QuickRes in the section below.
What kind of information do we collect and how do we use your information?
- Appointment information: Your name (or nickname), mobile phone number, date of birth, and the health services you want to receive are collected when you book an appointment on QuickRes. This information is used to send you reminders for your upcoming appointments and allows QuickRes to share your appointment details with the service provider where your appointment was booked and your assigned client support staff. It helps service providers and client support staff find your appointment record on QuickRes and to confirm your identity and requested services.
- Other demographic information: Additional 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.
- 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: Your service provider and/or client support staff assigned to your appointment record may report the health services you accessed and test results based on the appointments booked through QuickRes, including ability for them to add custom notes. This is to ensure you receive the best level of support.
- Client feedback information: You may be offered the option to provide feedback on your appointment booked on QuickRes. This information is to understand your experience accessing services through QuickRes to improve the quality services.
- Client referral information: QuickRes collects the phone number, sex, and specific health services that should be offered for each contact entered on the QuickRes client referral tool. This information is used to send an SMS message to each referral and to track details of referrals sent by QuickRes. This information is also shared with an assigned client support staff and service provider on QuickRes so they may manually follow-up with referred clients to support them to access services through QuickRes.
- 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. 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).
- Clinical data, including details of the health services you accessed and test results based on your appointment booked on QuickRes can only be viewed and edited by the provider where you appointment is booked.
- 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 would be handled by your provider and not on 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.
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:
- 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.
- Your phone number used to book appointments on QuickRes is protected on QuickRes. The phone number is encrypted on the server and hidden from view of providers and client support staff. A key is used by QuickRes decode the phone number each time it is required for use (to send clients SMS reminders or to present the phone number to the service provider or client support staff 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:
- One appointment confirmation SMS message is sent to the phone number included on the QuickRes appointment immediately after the appointment is saved on QuickRes. The message will not include the specific health services you requested for your appointment.
- Two reminder SMS messages are sent to the phone number included on the QuickRes appointment. The first reminder message is sent 48 hours before the scheduled appointment and the second message is sent 24 hours before the scheduled appointment. These messages will not include the specific health services you requested for your appointment.
- One follow-up SMS message is sent to the phone number included on the QuickRes appointment at 6:00 PM local time of the date of the scheduled appointment. This message contains a link to an online survey where you can provide feedback on your appointment. The message will not include the specific health services you requested for your appointment.
- One SMS message is sent to the phone number included on the QuickRes appointment when a change is made to the appointment’s date, time, provider, or assigned client support staff.
- One SMS message is sent to each phone number entered on QuickRes’ client referral tool. This message includes an invitation to access services on QuickRes and may recommend specific health services to the client. The message will not contain information about the person who referred the client using QuickRes’ client referral tool.
- SMS messages from QuickRes as part of planned SMS campaigns relevant to health services you have accessed through QuickRes or to share updates for new or changed health services available through QuickRes.
- 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.
How can I edit my edit my communication preferences and opt-out of QuickRes’ communications?
You can edit your communication preferences on QuickRes using the methods below:
- Select “opt out of SMS” when you book an appointment on QuickRes or request the provider or client support staff to select this option when they book an appointment on your behalf. Selecting this option will block QuickRes from sending you any automated SMS messages for that specific appointment (will not affect other automated message sent for separate appointments).
- Select “do not call” when you book an appointment on QuickRes or request the provider or client support staff to select this option when they book an appointment on your behalf. Selecting this option will notify the service provider and other client support staff to avoid contacting you on the phone number you provided and to take extreme precaution to confirm your identity if contacting you 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 contact 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.
How can you manage or delete your information on QuickRes?
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.
- Meet with your service provider in-person during your appointment booked on QuickRes and ask them to rectify/delete your data.
- 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 immediately or within 10 days. If you cannot submit your request to manage or delete your personal information in QuickRes with the options described above, send an email with your request to email@example.com.
What is the minimum age to use QuickRes?
If you are 10 years 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.
How to contact QuickRes/FHI 360 with questions?
If you have any questions about this policy, you can contact us as described below:
FHI 360 Malawi (EpiC), (Local QuickRes controller)
- Contact us by email at: EZalira@fhi360.org
- Contact us by phone at:+265887827289
- Our officers are located at: O. Box 30382
Arwa House 3rd Floor Lilongwe Malawi
FHI 360 (Global QuickRes controller)
- Contact us by email at GoingOnline@fhi360.org
- Requests to modify or delete client personal information can be sent to firstname.lastname@example.org
- FHI 360’s office is located at: FHI 360 Headquarters, 359 Blackwell Street, Suite 200 Durham, NC 27701, US