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TERMS AND CONDITIONS
FOR PROVISION OF THE HEALTHCARE SERVICES BY TELADOC HEALTH
These Terms and Conditions shall apply to the provision of the healthcare service(s) under the AXA Virtual Care program as described in section 4 below (“the Service(s)”) - inclusive of provision and utilization of the Teladoc Health web portal, the Teladoc Health mobile app and / or the Teladoc Health telephone hotline (“Platforms”) as described in the web page in connection with the provision of any Service.
The Service(s) and Platforms are provided by Teladoc Health International, S.A.U. with registered offices at 252-260 Via Augusta 08017 Barcelona Spain (hereinafter “Teladoc Health”, “We”, “Us” or “Our”) to those users (hereinafter “the User”, “You” or “Your”) who register for or use any of the Service(s).
Please read these Terms and Conditions carefully and make sure that You understand them. You will be asked to agree to these Terms and Conditions before being provided with access to any Service. Your acceptance of these Terms and Conditions is a condition of Your use of the Service(s) for which you register and You will be entering into a legally binding agreement with Teladoc Health.
THE SERVICE(S) IS/ARE NOT INTENDED TO BE USED AS AN EMERGENCY SERVICE. IN CASE OF EMERGENCY DO NOT CONTACT US, DIAL THE LOCAL EMERGENCY NUMBER AND THEN CONTACT YOUR TREATING PHYSICIAN.
THE SERVICE(S) DOES NOT REPLACE ANY EXISTING PRIMARY CARE PROFESSIONAL OR THE IN-PERSON VISITS, RATHER THESE SERVICES ARE INTENDED INSTEAD ONLY TO COMPLEMENT THEM. RESPONSIBILITY FOR YOUR COMPREHENSIVE CARE SHALL ALWAYS REMAIN WITH YOUR LOCAL CLINICIAN OR PRIMARY CARE PHYSICIAN.
You understand that given the remote nature of the Service(s) there are some inherent limitations, such as the fact the Teladoc Health healthcare professionals associated to the provision of any Service will not have the benefit of having direct, physical contact with You, or to examine You in person or order specific tests and/or any other examinations.
On the web portal You must select the location where You are based at the time of the telehealth consultation so We can direct Your consultation to the appropriate physicians.
Virtual Doctor Services
This Service enables the User to ask healthcare related questions to a team of licensed doctors.
This Service does not cover the following symptoms which are classified as high risk:
Chest pain
Dyspnea (Shortness of breath/ Difficulty in breathing)
Confusion/ weakness/ dizziness
Loss of consciousness/ Syncope or seizure
Trauma- without examination hard to assess
New onset headache
Abdominal pain
Hemorrhage- i.e. PR bleeding, melena, hematemesis
Bloody Diarrhea
Stroke – (or any neurological symptoms)
Suicidal thoughts and ideation
Any other relevant condition where the agent or doctor concludes that the User cannot be safely explored through virtual care.
If any of the following factors are relevant in any given case, the doctor acting in the provision of this Service has a very low threshold for advising the patient to proceed to a face-to-face consultation:
Extremes of age (Babies under 6 months old or adults over 80 years old)
Substance abuse/ intoxication
Language barriers
Unfavorable social situation (For example, lack of conditions for appropriate care with a household such as lack of access to food or medication or lack of caregiver. Situations of grave social isolation)
Psychotic disorders
Multiple comorbidities & medications (esp DM, immunosuppression, malignancy)
After Your consultation with the doctor, if he/she deems it appropriate under his/her medical criteria, and in any case following applicable regulations in place and Teladoc Health’s Prescription Policy as applicable from time-to-time, the doctor can issue a prescription.
There is no guarantee You will be given a prescription by the doctor.
The prescription issued by the doctor is for the sole and exclusive use of its recipient. Neither Teladoc Health nor its doctors shall be responsible for the misutilization of the prescriptions by the recipient.
The fact of the doctor issuing a prescription or making a referral to another specialist does not assure that you will not have to pay for any of them. It is under your responsibility to verify whether a national healthcare system or a private healthcare scheme that you might have covers/reimburses it. Concerning any proposal/referral to another healthcare professional of healthcare test/procedure, you might need to check whether it is in alignment without your applicable healthcare scheme.
Expert Medical Opinion
This Service enables the User to have access to leading specialists in the case of a complex diagnosis or medical intervention. The User will be assigned to a physician case manager, who will be in regular contact with the User during the process. The physician case manager will help the User with the collection of relevant medical information, analysis of medical documents and formulation of the relevant questions about the User’s care to the specialist. After the relevant medical information has been completed and relevant questions about the User’s care have been formulated, the Clinical Committee of Experts of Teladoc will select a top leading specialist who will review the User’s case and provide answers to User’s questions.
The User is the only responsible party for providing complete and accurate medical documentation for the purposes of this service.
This Service does not intend to create a doctor-patient relationship nor provide the User with a diagnosis.
This Service does not cover acute conditions (of short duration), minor chronic illness, psychiatric conditions, or dental problems. It also does not apply to Users currently admitted to a hospital. As this is a supplementary service, it also does not cover any condition that has not already been reviewed and reported on by a local, treating specialist.
This Service has an estimated duration from 2 to 8 weeks depending on the complexity of the medical case.
Mind Health
This Service enables the User to have access to a registered psychologist, who will devote time to conduct personal sessions over the phone to help the User with his/her psychological wellbeing, including an initial psychological assessment. If the psychologist deems it appropriate it might suggest follow-up sessions up to the amount of 5.
Session scheduling will be mutually agreed between the User and Teladoc Health.
This Service is available from Monday to Friday from 9 am to 7 pm.
The Services rely on the information and/or documentation that You provide to Teladoc Health and to its healthcare professionals and in the case of any videocall which may take place as part of the provision of the any Service, as may be the case, the Service provided will be based on the useful graphical information that the Teladoc Health healthcare professionals might obtain from that videocall. For that reason, it is important that You provide accurate and true information.
Each Service can be accessed through various means of entry such as the Teladoc Health smartphone app, the Teladoc Health web portal or the Teladoc Health telephone hotline. Please refer to the web site to check the access options.
You understand that delays in the provision of any Service due to failures of technology, such as a disconnected phone call, despite appropriate security and technical measures utilized by Teladoc Health, may occur. You disregard any liability to Teladoc Health in this regard.
By using the Service(s) via any of the Platforms, You confirm that You are at least 18 years of age. Subject to applicable laws (and to which of the Services they are registered for / entitled to use) parents and / or legal guardians can use the Service(s) for the benefit of children under 18 years of age, however, all communication in such cases will be with the parent or legal guardian of the relevant individual.
The User agrees to use the Service(s) for which he / she is registered as well as the Teladoc Health Platforms in good faith in accordance with these Terms and Conditions and any other terms and conditions that might be applicable and notified to / accepted by him / her from time to time and solely for the purpose of being provided with the Service(s) for which he / she is registered.
All copyright material contained within any Teladoc Health Platform is proprietary material or under due license. Any access to this material by You does not entitle You to any license or right for the reproduction and/or distribution and/or sub-license or grant any third party use and/or try to change it and You must not do so. Otherwise, it may constitute a serious offence of intellectual and industrial property.
Where You receive the Service(s) as a benefit under Your insurance policy or where You have been selected as an eligible user of any health/wellbeing services by Your employer or where you have contracted a healthcare service package, Your use of the said Service(s) will also be subject to and in accordance with the rules of that policy or employer agreement or service agreement.
Teladoc Staff are entitled to a safe and respectful work environment. Violent behaviour towards staff will not be tolerated. You will be dismissed from the teleconsultation. Verbal abuse and harassment of staff is not tolerated. This includes yelling, swearing or other abusive behaviour. This may result in your dismissal as a patient.
In the event of contradiction between these Teladoc Terms and Conditions and any other information made available to the User in relation to the Services, these Terms and Conditions shall prevail.
13. Any update and/or modification of these Terms and Conditions and/or to Teladoc Health’s Data Privacy Notice will be displayed within the Teladoc Health portal/ mobile app as soon as reasonably practicable.
14. Disclaimers and limitation of liability
YOU ACKNOWLEDGE THAT YOUR USE OR MISUSE OF THE PORTAL AND/OR THE SERVICE IS AT YOUR SOLE RISK, AND THAT YOU ASSUME RESPONSIBILITY FOR ALL RISK ASSOCIATED THEREWITH. TELADOC HEALTH MAKES NO REPRESENTATION, WARRANTY, OR GUARANTEE REGARDING THE RELIABILITY, TIMELINESS, QUALITY, SUITABILITY OR AVAILABILITY OF THE APP/PORTAL AND/OR THE SERVICE, OR THAT THE PORTAL AND/OR THE SERVICE WILL BE UNINTERRUPTED OR ERROR-FREE.
YOU UNDERSTAND THAT TO THE EXTENT PERMITTED UNDER THE APPLICABLE LAW, IN NO EVENT WILL TELADOC OR ITS OFFICERS, DIRECTORS, EMPLOYEES, PARENT, SUBSIDIARIES OR AFFILIATES BE LIABLE FOR ANY DAMAGES, LIABILITY OR LOSSES RELATED TO, IN CONNECTION WITH, OR OTHERWISE RESULTING FROM (i) ANY USE OF THE APP/ PORTAL AND/OR THE SERVICE(S) PROVIDED BY HEALTHCARE PROFESSIONALS; OR (ii) FROM YOUR INABILITY TO ACCESS OR USE THE APP ADD/OR THE SERVICE(S).
TELADOC HEALTH SHALL NOT BE LIABLE FOR DELAY OR FAILURE IN PERFORMANCE RESULTING FROM CAUSES BEYOND TELADOC HEALTH'S REASONABLE CONTROL.
We’re focused on delivering an excellent customer experience; we value all the feedback we receive from our customers and are committed to addressing all complaints fairly.
Contact our Support Team on +44 203 499 0736 who will try to resolve the issue and offer you further advice on the complaints procedure.
You can complain or give feedback:
By Email: qualityassuranceuk@teladochealth.com (please include ‘Complaint’ in the subject line)
By Telephone: You may also make your complaint via telephone, +44 203 499 0736, letting our team know you wish to make a formal complaint
In writing to: Complaints Team, Teladoc Health, Floor 5, Aspect House, Teladoc Health UK LTD 84-87 Queen's Road, Brighton BN1 3XE, United Kingdom