Under the Data Protection Directive 95/46/EC clients are now required to opt-in to consent for our medical management and membership service to hold and share personal data relating to the provision of medical care.
Nuuvo Ltd is registered with the Information Controllers Office (ICO) under license C1488906.
Historical medical data is securely stored to allow our doctors to review your full medical record before deciding how to treat you. Your personal details including, but not limited to, address, next of kin and payment details are stored to allow us to provide services, write to you, and to secure appointments under our booking process. If and when you stop using our services or your membership expires, your medical data will remain stored securely for analytical purposes.
Personal Data provided to and from 3rd parties including hospitals, clinicians, insurers, medical support agencies, and employers and/or its designee in the course of your care are provided with your specific consent only. In signing this document you consent to the transmission of all data accumulated during the course of your care. For full details of our privacy policies please refer to the Privacy Policy document provided.
All data held by Nuuvo Ltd is maintained by our Data Protection Officer, who you may contact at any time regarding your data at hello@nuuvo.health or in writing to The Data Protection Officer, 195 Wood Lane, 5th Floor, West Works, London, W12 7FQ.
To withdraw consent at any given time, you must do so in writing, either in an email or posted to the address above.
1 . BACKGROUND
Nuuvo Ltd operates a Healthcare Management company as Nuuvo providing certain professional medical services as well as certain additional services, enhancements and amenities to the ‘Patient’ and other persons who have made contact with Nuuvo and in connection therewith have entered into a Services Agreement with Nuuvo Ltd.
In order to induce each other to enter into the Agreement, in consideration of the mutual promises and undertakings set forth in the Membership Agreement and these Terms and for other valuable consideration, receipt and sufficiency of which are hereby acknowledged by the Parties, and intending to be legally bound, the Parties hereby mutually agree as follows:
2 . DETAILS AND PRIVACY
- You are required to provide correct personal details in order for us to manage your case effectively
- We take your privacy very seriously and only collect data in the performance of this contract with you, and to secure our legitimate interests (such as securing payment for our services) or with your explicit consent. We collect and store your personal data as part of our legal obligation for business accounting and tax purposes. You are free to withdraw consent and terminate your contract with us (in accordance with our terms and conditions) at any time (please see ‘privacy policy’ for further details)
- We will retain your personal data only as long as is necessary to deal with any queries you may have
- We are required under UK tax law to keep your basic personal data (name, address, contact details) for a minimum of 7 years after which time it will be destroyed.
- To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.
- We will take all steps reasonably necessary to ensure that your data is treated securely. Please note that all information you provide to us is stored on our secure servers.
- It is mandatory that in the provision of services to the Patient, data will need to be shared regarding the Patient with the wider team. This will be proportionate and timely as per the requirements
- Any payment transactions carried out by us or a chosen third-party provider of payment processing services will be encrypted using Secured Sockets Layer technology.
3 . PROGRAM SERVICES
- Nuuvo Ltd agrees to provide Patients with the following:
- thorough health screening and diagnostic services
- health and lifespan maximisation programmes
- medical, clinical, diagnostic, or therapeutic services
- access to its team of clinicians
- referral to its list of best-in-class specialists
- communication with the Patient’s insurance company (if applicable)
- case management of all the above
- Nuuvo Ltd will charge the Patient or the Patient’s representatives for the above services rendered by Nuuvo to the Patient, and will assist Members to seek payment or reimbursement from Member’s personal insurer or health plan for any such service to the extent covered by Member’s insurer, health plan or governmental entity (if applicable)
- Members understand, agrees and covenant that this Agreement is a service contract, and not a contract for insurance.
4 . DESIGNATED CONCIERGE / CASE MANAGEMENT FEE
- Nuuvo Ltd will designate a clinician communicated via email, telephone or in person to render medical services to the Patient in accordance with this Agreement and these Terms
- We require 72 hours’ notice of cancellation or postponement for all appointments
- Where you need to cancel or postpone any booked appointments, you will notify your designated concierge in writing to his/her email address provided
- We reserve the right at our sole discretion to charge you for one full appointment with your medical professional for cancellations within 72 hrs
5 . FEES
- Patient agrees to and shall pay the Fees for all services provided or arranged by Nuuvo Ltd
- Case management fees with be added to individual services listed in 3.I.i, and are calculated as follows:
20% for services valued between £0-250
15% for services valued between £251-1000
10% for services valued over £1001
6 . ELECTRONIC COMMUNICATION
- Unless advised otherwise in writing, the Patient authorises Nuuvo Ltd and Nuuvo Ltd’s staff and designees to communicate with the Patient by Electronic Communication regarding the Patient’s personal health information (PHI)
- Electronic Communication includes but is not limited to cell phone, email and text
- Neither Nuuvo Ltd nor any of Nuuvo Ltd’s agents, consultants or representatives will be liable to the Patient for any loss, damage, cost, injury or expense caused by, or resulting from:
- a delay in response to the Patient due to technical failures, including, but not limited to, technical failures attributable to internet service provider, power outages, failure of electronic messaging software, failure by Nuuvo Ltd, or any of Nuuvo Ltd’s agents, consultants or representatives to properly address Electronic Communication messages, failure of computers or computer network, or faulty telephone or cable data transmission;
- any interception of Electronic Communication by a third party
- Nuuvo Ltd is registered with the Information Commissioner’s Office (ICO) and adheres to the requirements of the Data Protection Act 1998. We will not disclose any non-anonymised personal data to any third party without a member’s express consent, unless in a medical emergency where it may be deemed in the member’s best interest. In such cases, we stringently adhere to published General Medical Council guidance on the use of personal data. Under the Data Protection Act 1998, all members have the right to request details of their personal data held by us.
7 . NOTICES
- Any communication required or permitted to be sent under this Agreement (other than communications referenced in Section 6 relating to the Patient’s PHI) will be in writing and sent via secured email, recognised overnight courier or certified mail, return receipt requested, to the addresses set forth on the signature page.
- Any change in address will be communicated to the Parties and Nuuvo Ltd in accordance with the provisions of this Section 8.
8 . INDEPENDENT MEDICAL JUDGMENT
- Not with-standing anything to the contrary contained in this Agreement, Nuuvo Ltd retains full and free discretion to, and shall, exercise his/her professional medical judgment on behalf of the Patient with respect to medical services rendered to the Patient, and nothing in this Agreement shall be deemed or construed to influence, limit or affect a physician’s independent medical judgment with respect to Nuuvo Ltd’s provision of medical services to the Patient and the Patient’s medical treatment.
9 . NO LIABILITY
- Except as required by applicable law, neither Nuuvo Ltd nor any of Nuuvo Ltd’s agents, consultants or representatives shall be liable to the Patient for any damages or liability arising out of or related to the Agreement.
- This Section 9 shall not be construed to include any claims arising from other professional medical services provided to Member by the Personalized Care Practice.
- We are not agents or representatives of any hospital, clinic, healthcare professional and non-medical service that we recommend for you. Such partners are not our sub-contractors, their advice is independent of ours.
- We take reasonable care to select all medical and third party service providers. They are carefully interviewed and their experience and expertise is reviewed for their quality of service.
10 . WAIVER
- The failure of a party to insist upon strict adherence to or performance of any term of the Agreement on any occasion will not be considered a waiver of the right to require adherence on any other occasion or regarding any other matter.
11 . SEVERABILITY
- If any provision of the Agreement is declared invalid or illegal for any reason whatsoever, then notwithstanding such invalidity or illegality, the remaining terms and provisions of the Agreement will remain in full force and effect in the same manner as if the invalid or illegal provision had not been contained herein.
12 . ASSIGNMENT
- Members may not assign the Agreement. Nuuvo Ltd shall have the right to assign this Agreement in accordance with the terms and conditions set forth in the Agreement.
13 . ENTIRE AGREEMENT; AMENDMENT
- The Agreement contains the entire agreement of the parties and supersedes all prior agreements and understandings between the Parties regarding the subject matter hereof. The Agreement may only be amended by a written agreement signed by the Parties
Nuuvo Ltd
(“we”, “our” or “us”) is committed to protecting and respecting your privacy. This policy (together with our terms of use and any other documents referred to in it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. You will be required to provide a signed copy accepting and consenting to the practices described in this policy.
For the purpose of the General Data Protection Regulation 2018 and the Data Protection Act 1998 ( “Data Protection Laws”), we are registered with the Information Commissioners Office under Ref C1488906 and the Data Protection Officer is Missagh Fini at our registered office; 195 Wood Lane, 5th Floor, West Works, London, W12 7FQ. You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us in the first instance at hello@nuuvo.health
INFORMATION WE COLLECT:
We will collect and process the following data about you:
Information you give us. This is information about you that you give us by filling in forms on our website or by corresponding with us by post, phone, e-mail or otherwise. It includes information you provide when you contact us or via our website and/or our telephone service helpline and when you report a problem with our website. The information you give us may include your name, address, e-mail address, phone number, debit/credit card information, personal description and information relating to your health and medical history.
Information we collect about you. When you call our telephone service helpline, we will automatically record the phone number you used to call us. With regard to each of your visits to our website, we will automatically collect the following information: technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, browser type and version, time zone setting, browser plug-in types and versions and operating system and platform; information about your visit to our website, is collected via cookies. This includes the full Uniform Resource Locators (URL), and details of how you have browsed through the website.
COOKIES
Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our website. For detailed information on the cookies we use and the purposes for which we use them see our Cookie policy.
USES MADE OF THE INFORMATION
We use information held about you in the following ways:
Information you give to us. We will use this information: to carry out our obligations arising from any contracts entered into between you and us (this includes passing your information to medical practitioners, consultants and doctors that we work with, referred to as our “providers”); to provide you with the information and services that you request from us; to notify you about changes to our service; to ensure that content from our website is presented in the most effective manner for you and for your computer; to provide you with information about services we feel may interest you. We will only contact you if you opt-in to such communications by signing our consent form. If you do opt-in to such communications, and you later decide that you would like to opt-out, you can contact us in writing at any time to inform us of your decision (please see your GDPR form for instructions on how to do this).
Information we collect about you. We will use this information: to administer our website and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes; to improve our website to ensure that content is presented in the most effective manner for you and for your computer; as part of our efforts to keep our website safe and secure.
DISCLOSURE OF YOUR INFORMATION
You agree that we have the right to share your personal information with: Any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006. Selected third parties including: our providers, who will not contact you directly in line with our terms and conditions; our payment service providers to enable the processing of your payment details; analytics and search engine providers that assist us in the improvement and optimisation of our website; We will also disclose your personal information to third parties: In the event that we sell or buy any business or assets, in which case we will disclose your personal data to the prospective seller or buyer of such business or assets. If Nuuvo Ltd or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets. If we are under duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms and conditions and any other agreements or to protect the rights, property, or safety of Nuuvo Ltd, our customers or others. This may include exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction. We require all third parties to respect the security of your personal data and treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
WHERE WE STORE YOUR PERSONAL DATA
All information you provide to us is stored on our secure medical records servers. Any payment transactions will be encrypted using SSL technology. Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our website; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access. All of our data is stored within the European Economic Area (“EEA”). However, we will only transfer your personal data outside the EEA provided that one of the following conditions applies: The country in which your personal data is transferred ensures an adequate level of protection for your rights and freedoms. The transfer is necessary under regulation, in the performance of our contract with you, or to protect your vital interests. The transfer is legally required on important public interest grounds or the establishment, exercise or defence of legal claims. The transfer is authorised by the relevant data protection authority where we have adduced adequate safeguards with respect to the protection of your privacy, fundamental rights and freedoms, and the exercise of your rights.
YOUR RIGHTS
You have the right to ask us not to process your personal data for marketing purposes. We will only contact you if you opt-in to such communications on our consent form. If you do opt-in to such communications, and you later decide that you would like to opt-out, you can easily unsubscribe from these messages. The Data Protection Laws give you Data Rights. These include: The right to access information held about you. You also have the right to correct any errors or omissions with your personal data. Seek your personal data to be erased or forgotten. Move your personal data to a similar organization. Opting out of automated decision making.
Objecting to how Nuuvo Ltd processes your information.
It is free to use these rights, but Nuuvo Ltd reserves the right to charge a reasonable fee if we feel there are excessive requests. We require proof of ID to be able to process your request and we will try to respond to all legitimate requests within one month. If it will take us longer to comply due to the complexity or volume of requests, we will notify you. Please contact hello@nuuvo.health if you wish to request any further information.
CHANGES TO OUR PRIVACY POLICY
Any changes we make to our privacy policy in the future will be posted on our website. Any questions, comments and requests regarding this privacy policy are welcomed and should be addressed to The Data Controller, Nuuvo, 1 Orchard St, London, W1H 6HJ or hello@nuuvo.health