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 FHI360 Botswana, 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 is considered the “controller” of QuickRes in Botswana, available at https://quickres.org/267100
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 us?
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.
Controllers:The entity or entities which, alone or jointly with others, determines the purposes and means of the processing of personal data on QuickRes. Controllers have access to QuickRes client information. FHI 360 as the global administrator (and its employees, agents, affiliates, and contractors) are the QuickRes controllers and is 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 include healthcare assistants, nurses and other clinic staff hired by FHI 360 and its partners, and/or Ministry of Health of Botswana. 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:Outreach Workers and Community Mobilizers hired by FHI360 and it’s partners are considered the “client support staff”. Client support staff manage a cohort of clients in long-term care and have access to view all appointments booked on QuickRes for clients within their cohort, including access to view and edit clinical service delivery that occurred during their appointments booked on QuickRes.
You directly enter your information on QuickRes when you book an appointment on QuickRes, including your name (or nickname), mobile phone number, date of birth, and the health service you want to receive during your appointment.
You may request assistance from service providers or Outreach Workersto 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.
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.
Client support staffand 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.
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 Case Manager. It helps service providers and Client support staff find your appointment record on QuickRes, confirm your identity and requested services, and report that you arrived for your appointment.
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.
Health service access information:Your service provider and Client support staff may collect and report on QuickRes some information about the health services you accessed during your appointment booked on QuickRes. This may include diagnostic results, medication provided to you, and 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.
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. You may refer other individuals for services on QuickRes using the client referral tool, or 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. This information is used to send an SMS message to each referral and to track the 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.
Your appointment booked on QuickRes, and any health service access information reported on your appointment, are shared with the provider where you booked your appointment and the Case Manager staff assigned to support you.
The service provider where you booked your appointment on QuickRes or your assigned Case Manager may reassign your appointment to another service provider or Case Manager on QuickRes based on your request or approval.
The service provider where you booked your appointment on QuickRes or your assigned Case Manager may share your appointment record with another provider on QuickRes who is responsible to report specific health services on their behalf.
QuickRes does not share your personal information with 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.
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, and 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 the 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 service providers, Client support staff and Case Managers so they may contact you). QuickRes’ databases do not link your personal information with your phone number.
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 6:00PM 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.
An 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 Case Manager.
One SMS message is sent to the phone number included on the QuickRes appointment when diagnostics are reported by the laboratory or lab specialist, including instruction to call to learn about your specific result. The message does not include any information about the specific health services or results.
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. These messages will not include the specific health services you requested or received during appointments scheduled on QuickRes.
Voice calls, SMS, or WhatsApp messages/calls 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 will 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 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 may include a phone number that can be called or texted to opt out of future communications.
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.
Start a chat with us on the home page and ask to speak to your assigned client support staff, who can help you access, rectify, or delete your data on QuickRes. When you start a chat with us on the home page, the chat is facilitated by WhatsApp, Facebook, Telegram, and/or Viber.
Meet with your Case Manageror clinic staff 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.
If you are 16 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.
If you have any questions about this policy, you can contact us as described below:
FHI360 Botswana. (Local QuickRes controller)
Contact us by email at: firstname.lastname@example.org
Contact us by phone at: +26771414243
Our office is located at: Plot 166, Queens Road MainMall
Information officer: Dr Wame Dikobe , Chief Information Officer, FHI360 Botswana,email@example.com
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 Headquarters address: 359 Blackwell Street, Suite 200 Durham, NC 27701, US
FHI 360 East and Southern Africa Regional Office address: 333 Grosvenor Street, Hatfield Gardens, Block B, Hatfield, Pretoria 0083 South Africa
Information officer: Kristen Lingo, Assistant General Counsel, FHI 360 HQ email@example.com(Kristen serves as the de-facto global information officer for FHI 360)