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QuickRes Terms of Use for Clients in Laos

Introduction 

QuickRes allows individuals to find and book appointments for mental health services in Laos. 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.

We are committed to protecting and respecting your privacy. We collect and process your personally identifying information in accordance with national and local laws. We continually try to minimize the amount of private data that we collect. All clients who use QuickRes indicate that they have read, understand, and agree to these Terms of Use. Our Terms of Use explain what client data is collected on QuickRes, why we collect this information, and how it is processed securely.  

Key terms: 

  • 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 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 doctors, 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. To view service providers available in your country, go to QuickRes.org, select “START” and select a service for your appointment.  Service providers have access to view appointment requests made at the clinic where the service provider works and can use QuickRes to document services they provide to clients.  
  • Personally identifying information (also called “your information”): Information that can be used to uniquely identify, distinguish or trace an individual’s identity, such as full name, contact information, location data, and IP address. This type of personally identifying information can also extend to include information that is linked or linkable to an individual such as medical information, sex, gender, and population type. Aggregate data or individual level data that cannot be linked to an individual are not considered personally identifying information. 

Contents: 

  1. How do we collect your personal information? 

  2. What kind of communication will you receive from QuickRes, and how to edit your communication preferences? 

  3. What kind of information does QuickRes collect? 

  4. How do we use this information? 

  5. How is this information shared and with whom? 

  6. How do we protect and secure your data? 

  7. How can you manage or delete information about yourself? 

  8. What’s the minimum legal age to use QuickRes? 

  9. How can you contact QuickRes/FHI 360 with questions? 

How do we collect your information? 

  1. 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 confirmations and reminders by SMS.  

  2. 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. 

  3. You may request assistance from service providers or other client support staff to have a QuickRes appointment booked on your behalf. In this case, service providers or client support staff will enter this information into QuickRes after you confirm it.  

What kind of communication will you receive from QuickRes? 

You may receive the following types of communications from QuickRes: 

  1. 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 requested or received.  

  2. SMS messages when your appointment’s date or time, provider, or assigned case manager is changed by QuickRes administrators.  

  3. 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 will confirm their identity and then ask you to confirm your identity using 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: 

  1. 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 (this will not affect other automated message sent for separate appointments). 

  2. 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 unless [when would they actually call?] and to take extreme precaution to confirm your identity if contact is necessary. 

  3. Contacting 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).  

  4. Contacting the QuickRes Controller, whose phone number or email address is listed at the bottom of the Terms of Use. Provider can manually and permanently block all SMS from QuickRes to your phone number 

  5. Calling or texting at the phone number, included in the SMS that you receive from QuickRes, to opt out of future communications. 

What kind of information do we collect? 

  1. 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.  

  2. 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.    

  3. Your service provider and/or client support staff assigned to your appointment record may report whether you attended your appointment, however, they will not record details of health services provided to you nor any topics discussed with the provider during consultations.  

  4. 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. 

How do we use this information? 

We use the information described above to support your access of confidential health services and to continually improve the quality of services offered by services providers and client support staff using QuickRes. Your information is used in the following ways: 

  1. To confirm your identity and the services you requested, and to share these requests with the service provider where your appointment was booked. When you attend your appointment, the provider may ask you to confirm your identity by asking for your name and date of birth as it appears on your appointment record on QuickRes.  

  2. To personalize your experience using QuickRes, including tailored service recommendations and automated reminders for upcoming appointments.  

  3. To understand your experience accessing services through QuickRes and with linked service providers in order to improve the quality services. 

  4. 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.  

  5. To help us track and improve equitable access to services. Program staff may use aggregate appointments data (without client identifying information) to help ensure all types of populations can access and receive services through QuickRes 

  6. We do not use client data for prospective and commercial uses.  

How is this information shared? 

  1. Your appointment requests are shared with the provider who will serve you and the assigned client support staff at that location. 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 your appointment to another clinic).  

  2. 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 (for example, number of individuals who booked a given service via QuickRes). Based on local regulations, providers may be required to report some service use data or information shared by their clients to authorities. For example, in some places mental health providers must report ongoing child or elder abuse to law enforcement. Such reporting would be done directly by your provider and would not use QuickRes. Please ask your service provider before or during your appointment if they are required to share any details of your service use or the information you share with them.  

How do we protect and secure data? 

We take great care to protect client data. Technological safeguards are in place to prevent unauthorized or unlawful access to data and to protect against accidental loss, damage, or destruction of data. Staff who are granted access to QuickRes data are trained to protect the data from any illegal or unauthorized access and usage and sign confidentiality agreements. We protect and secure your data in the following ways: 

  1. 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. 

  2. 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. 

  3. Clients’ mobile phone numbers are hidden from view of providers and client support staff; this information can only be accessed upon demand by the service provider when they need to contact the client. All mobile phone numbers are automatically removed from exported data used for reporting and analysis. 

  4. Clients’ mobile phone numbers are 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.  

How can you manage or delete your personal information? 

We provide you with the ability to access, rectify or delete your data. You can manage your data by: 

  1. Calling 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. 

  2. Asking the service provider in-person, during a visit, to rectify/delete your data.  

  3. Contacting the QuickRes controller(s) at the email listed below under “how to contact QuickRes/FHI 360 with questions?” 

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 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 privacy@fhi360.org. 

What’s the minimum age to use QuickRes? 

If you are 18 years of age 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, and documentation to prove date of birth will not be requested to confirm your identity. 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 (Global QuickRes controller)

  • Email: GoingOnline@fhi360.org  
  • Requests to modify or delete client personal information can be sent to privacy@fhi360.org
  • Physical location: FHI 360 Headquarters, 359 Blackwell Street, Suite 200, Durham, NC 27701, US

 

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