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Frequently asked questions

Can I close my account?

You no longer need to close your account as you only have access to view past history and can no longer access medical care via Docly.

Can I ask for my account to be deleted?

Yes you can, by emailing the following email address: privacy@docly.uk Please read on to see what information can/cannot be deleted.

Who can read my medical record?

Your patient record is protected and confidential. Your GP practice has been sent a copy of all your consultations with the Docly clinicians, whilst you were registered with us. After 31st July 2020 and for up to 24 months after this date, only you will have access to these records on the Docly system.

Will you share my information with my GP?

Yes. Your GP practice has been sent a copy of all your consultations with the Docly clinicians, whilst you were registered with us. After 31st July 2020 and for up to 24 months after this date, only you will have access to these records on the Docly system.

Privacy Policy, Terms of Service and GDPR:

Please read our privacy policy and terms of service to learn more about our service. Rest assured, your personal data is safely stored and encrypted. Since 2014, we have safely treated over a million patients in Europe.

What is GDPR?

The General Data Protection Regulation (GDPR) is the governing legal framework in the EU that regulates how organisations process personal data for commercial use. As a company established in England and Wales, Docly is compliant with applicable data protection legislation in the UK comprising the EU General Data Protection Regulation and the UK Data Protection Act 2018. Please read our privacy policy to learn more about how we process your data.

Is my information safe?

Yes. Personal privacy is important to Docly, therefore, we take your privacy extremely seriously. In our privacy policy we explain what types of personal data we might be processing and why. We also explain the lawful basis for our processing of personal data and your rights in this regard.

How do we protect patient data?

We adhere to GDPR and the UK Data Protection Act 2018 regulations. Your personal data is safely stored and encrypted according to industry best practices. Read our privacy policy for more information on how we process your data.

Once I email privacy@docly.uk, what personal data can I expect to be deleted?

Once Docly receives your email, you can expect an acknowledgement of your request within 3 working days. We follow GDPR guidelines set out by the ICO on the right to erasure. More information can be found on the ICO website here

  • We will need to confirm your identity before your request can be processed.
  • Processing your request will take up to one month from the date of receipt of the confirmation of your identity as per ICO guidelines.
  • Any consultations you will have had form part of your medical records at your registered practice and this information will already have been sent to them.
  • You can access this information by contacting your GP practice directly.
  • You will be notified once your request has been actioned. If you haven’t submitted a case with us, all personal data will be deleted

Categories of data:

  1. Marketing data: SMS marketing of our product is sent and held by the GP practices. Docly holds data regarding email marketing.
  2. Service data: this is data that we use to provide the service, but is not medical data. Examples: recording the last visit of a user, which device type and when, any log information in the database connected with a user. This data will be erased.
  3. Personal information: This data has been erased where possible, but in some places it acts as our “bridge” between the GP practice and our own cases records, and we need to retain it, should the GP practice wish to use that data in the future for healthcare. Examples: Name, address, phone number, email address. The data we will erase is: phone number, street address, city, password, email address. The data we have retained is first name, last name, sex, postal code and date of birth.

Once I email privacy@docly.uk, what personal data can I expect not to be deleted and why?

  • Due to strict regulations and legislations in the UK governing Medical Records data retention laws, we are unable to delete certain aspects of your medical records and particularly once you have used the Docly service to submit a case to get help from a doctor.The data will be retained for up to 24 months after 31st July 2020

Information we will NOT be able to delete:

  1. Medical data: this is data that we use to treat patients. Examples: case questions & answers, pictures/videos sent during the case, messages between the patient and doctor. This data will be retained.
  2. Audit data: this is data that we need to prove we are treating verified patients, and the care process has been followed. Examples: ID card uploads, changes of personal information, anything we store in the access log.The data will be retained for up to 24 months after 31st July 2020

Do you have more questions and concerns?

If you need further assistance, don't hesitate to email privacy@docly.uk, who'll be happy to help.

What is the Docly platform?

Docly provides a technology solution to enable people to receive a clinical consultation at a time suitable to them with a clinician through the Docly website or app. In their own time, patients answer a series of evidence-based questions to capture a full clinical history for review. Over 40 predefined therapeutic areas covering the majority of common health conditions are available and this number continues to grow. Patients are able to seek care for less common conditions through the ‘Other’ guide.

Who can use the Docly platform?

Docly works in partnership with healthcare organisations, who choose to use the Docly platform to communicate with and deliver care to their patients.

What types of conditions can you help me with?

We can help with problems or conditions that are suitable for digital care.

Who do these Terms of Service apply to?

The Docly Service ceased to exist by August 1, 2020 and these Terms of Service will only be applicable to receivers of medical services from Docly up until this date. Terms of Service can be found here.

How can I give feedback?

We constantly strive to improve Docly, scrutinising every detail of our service. Despite this, problems and dissatisfaction occasionally arise, and when they do we want to do our best to fix them, find out why they happened, and learn from them — so we can prevent them from occurring again.

The most important part of this process is listening to our patient's feedback. Your insights give us the opportunity to learn from our mistakes and become a better healthcare provider.

So, if you have any feedback, please don't hesitate to contact us. We care that you care and investigate every piece of feedback we receive before getting in touch with you to follow up each issue. Contact privacy@docly.uk

The Care Quality Commission (CQC)

The CQC is the independent regulator of all health and care services in England.

You can give them feedback about your experience either online at cqc.org.uk/yourexperience, or by calling them on 03000 616161.

Rest assured, your feedback will always be treated confidentially.

The CQC may not respond individually to your feedback, but may occasionally contact you for more information if you provide contact details.

Complaining to other authorities

If you feel you cannot raise your feedback with us, you can contact NHS England directly instead:

Address: NHS England, PO Box 16738, Redditch, B97 9PT

Email: england.contactus@nhs.net

Telephone: 0300 311 22 33

If you need support to make your feedback you can contact NHS Complaints Advocacy at VoiceAbility.

Telephone: 0300 330 5454

Textphone: 0786 002 2939

Facsimile: 0330 088 3762

Web: www.nhscomplaintsadvocacy.org

What if you are still unhappy?

If you are unhappy with the result from our response or NHS England, you can appeal to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.

Address:

The Health Service Ombudsman for England,

Millbank Tower, Millbank London SW1P 4QP

Telephone: 0345 015 4033

Textphone: 0300 061 4298

Email: phso.enquiries@ombudsman.org.uk

Web: www.ombudsman.org.uk

Do you have more questions and concerns?

If you need further assistance, don't hesitate to email privacy@docly.uk, who'll be happy to help.

Please call 111 for urgent medical problems, or 999 for emergencies.

© 2020 Docly is part of Docly Healthcare AB