Acceptable Use Policy

This Acceptable Use Policy (“AUP”) applies to the use of the entire Accurx Platform across the product suite used in Accurx Web, Accurx Desktop and the Switch application (the “Platform”) and also when contacting Accurx’s User Support Team via Live Chat (a live messaging function available directly from the Accurx website), via support@accurx.com or via complaints@accurx.com and any other services Accurx may offer. We may update this AUP from time to time. 

In order to keep our products and services running in a safe, secure and uninterrupted way, we need our users to agree not to misuse our Platform. We therefore ask that you abide by this AUP by agreeing:

1. not to use profanities or expletives or send abusive messages while using our Platform or the Services;
2. not to use the Platform for communications in an emergency;
3. not to use the Platform for any purpose that is unlawful under any applicable law or prohibited by this AUP;
4. not to use the Platform to commit any act of fraud or to publish falsehoods, misrepresentations or misleading statements;
5. not to use the Platform for the purposes of promoting unsolicited advertising or sending spam;
6. not to use the Platform to simulate communications from Accurx or another service or entity in order to collect identity information, authentication credentials, or other information (“phishing”) or to impersonate someone;
7. not to use the Platform to gain unauthorised access to or use of computers, data, systems, accounts or networks;
8. (where the Platform is being used in jurisdictions that are covered by NHS England guidance/obligations) to abide by the NHS England End User Organisation Acceptable Use Policy for use of NHS England Services that transact Personal Data which is accessible here, as may be updated from time to time during the Term by NHS England;
9. not to distribute any material while using the Platform that is unlawful, harmful, infringing, offensive, discriminatory, or which facilitates any illegal activity or depicts sexually explicit images or content that may cause damage or injury to any person or property;
10. (where necessary) to make the organisation within which you are using the Platform aware that you have signed up to use the Platform and follow any internal protocols or procedures set by that organisation;
11. to check and use the Platform regularly to ensure no communications or actions are missed and to ensure continuation of care.
12. to use the Platform only in a professional way in connection with the provision of direct care to patients including only communicating with patients or other healthcare professionals in relation to this care (i.e. do not use the Platform for casual, social communications with friends).
13. to safeguard access to your devices that you use to access the Platform 
14. to configure your device and your internet connection correctly in order to access the Platform and use your own virus protection software;
15. to maintain a secure and confidential password for your use of the Platform and not to attempt to circumvent password or user authentication methods.
16. not to share your unique login credentials with anyone else;
17. to use a NHS approved domain name for your login email address when creating an Accurx Account (e.g. nhs.net or nhs.uk) as these are the domains that we accept on the Platform in accordance with the secure email standard (DCB1596).
18. to inform us immediately if you suspect any unauthorised access to your account on the Platform;
19. to be responsible for all actions in your account on the Platform;
20. to ensure your account details are up to date, including the healthcare organisation that you are currently employed by and if these need updating, you agree to update your details by contacting support@accurx.com;
21. to always provide accurate and complete information and to be responsible for all data you provide directly or indirectly via the Platform (such as the content of messages and questionnaires) and any data derived from your use of the Platform;
22. not to do anything that infringes, misappropriates or violates our or any third party’s intellectual property or other rights (such as privacy, publicity and other proprietary rights); 
23. not to use the Platform for any commercial or financial gain;
24. not to use the Platform in a way that could damage, disable, overburden, or compromise in any way the confidentiality, integrity or availability of our systems or interfere with other users;
25. not to attempt to copy, modify, duplicate, create derivative works from, or otherwise change the whole or any part of the Platform or attempt to decompile, disassemble or reverse engineer the Platform; and
26. not to attempt to access all or any part of the Platform in order to build a product which competes with the Platform.
27. to use your individual email address when creating an Account with Accurx and to not create an Account using generic or team email addresses (e.g. musculoskeletal@trust.nhs.net or info@gppractice.nhs.net).

We are the owner or the licensee of all intellectual property rights in our Platform, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

In order to identify any breaches of the above we will monitor the use and content of messages sent on the Platform for safeguarding purposes. We may also monitor the Platform for usage rates and to check whether messages have been read and/or actioned. In the event a message has not been read or actioned in a timely manner we may contact the user and check whether access to the Platform is still required. For more information on this type of monitoring/processing, please see our Data Processing Agreement (DPA), which may be updated from time to time by us. 

Without affecting any other remedies available to us, we may permanently or temporarily terminate or suspend a user’s account or access to the Platform and our services on notice if Accurx (in its sole discretion) determines that a user has violated this AUP. Please note that we are entitled to report any contraventions of this AUP to the Licensee and/or any organisation by which you are employed or through whom you have gained access to the Platform. 

The  Switch Application

The Switch application ("the App") allows you to post, link, store, share and otherwise make available certain information, text, graphics, videos or other material (“Public Content”). You are responsible for the Public Content that you post, including its legality, reliability and appropriateness.

We do not supervise or moderate any Public Content whatsoever, and we have no liability or responsibility for Public Content. We reserve the right to remove or correct any Public Content. 

You must respect the confidentiality of others, including your colleagues and patients. You must only publish publicly available data and advice which is relevant for other healthcare professionals. By posting Public Content, you grant us (or your employer) the right and licence to use, modify, publicly perform, publicly display, reproduce and distribute such Public Content on and through the App. You agree that this licence includes the right for us to make the Public Content available to other users of the App, who may also use the Public Content subject to this AUP.

You warrant that the posting of Public Content on or through the App does not violate the privacy rights, copyrights, contract rights or any other rights of any person. You agree to contact us if you are concerned about Published Content on any grounds whatsoever.

By using the App you agree not to post any link to the App on any third party site or in any electronic format as you acknowledge that the information and details contained on the App are sensitive and not for public access. You further agree not to establish a link in such a way as to suggest any form of association, approval or endorsement on our part, where none exists.

The App is not to be used for communications in an emergency. Messaging should not be used for patient-specific communications. Messages are automatically deleted after 30 days. We shall not be liable for any loss of information resulting from the automatic deletion of messages.

There is a version of the App which is owned by an NHS hospital which requires an NHS Authorisation log-in to access (“Hospital-Owned Version”). Some hospitals may make clinical messaging available to their users in the Hospital-Owned Version. All patient-specific communications contained in clinical messaging must be added to the relevant patient record. Clinical messaging will be automatically deleted in accordance with the timescales determined by the relevant Hospital and therefore cannot be relied upon as a record of clinical decisions.

Accurx Scribe disclaimer

The Accurx Scribe (powered by Tandem) feature is provided by a third-party service (the "Scribe Provider") under your/your organisation’s contract with Accurx. Use of Accurx Scribe is subject to Accurx's Data Processing Agreement and Terms and Conditions (unless you/your organisation has entered into another contract with Accurx). These documents and this disclaimer apply to all users in your workspace who access and use Accurx Scribe. By agreeing to this disclaimer, you agree you have understood it and are authorised to agree to it on behalf of your workspace, and that you should make any other user in your workspace aware of this disclaimer if they are also using Accurx Scribe.

Accurx Scribe is designed for use as a documentation aid only to assist with transcribing consultations and producing documentation. It is not to be used as a substitute for clinical diagnosis, treatment, or medical decision-making, all of which require skilled, professional human intervention and medical judgment or advice.

Neither Accurx nor the Scribe Provider is responsible for any errors, omissions, or inaccuracies in the transcriptions produced by this third-party Artificial Intelligence ("AI") service, or any unavailability of the Accurx Scribe feature. Neither Accurx nor the Scribe Provider accepts liability for any misinformation or diagnosis based on or caused by any incorrect or inaccurate transcription arising from the use of Accurx Scribe and cannot guarantee the accuracy of transcriptions. All AI-generated content and outputs must be reviewed and verified before saving it to any clinical or medical/patient record systems.

Use of Accurx Scribe is therefore entirely at your own option and risk. By using this feature, you bear full responsibility for the final content added to any clinical or medical/patient record systems. Accurx Scribe does not provide medical advice and should never be used as a substitute for clinical knowledge, judgment, expertise or decision-making. You should only make decisions that you would be comfortable making without the feature.

If you encounter any issues with Accurx Scribe, please report them immediately to our User Support team so that we can review and resolve these as quickly as possible.

Digital Front Door/DFD disclaimer

The Digital Front Door/DFD feature is provided under your/your organisation's contract with Accurx. Use of DFD is subject to Accurx's Data Processing Agreement and Terms and Conditions (unless you/your organisation has entered into another contract with Accurx). These documents and this disclaimer apply to all users in your workspace who access and use DFD. By agreeing to this disclaimer, you agree you have understood it and are authorised to agree to it on behalf of your workspace, and that you should make any other user in your workspace aware of this disclaimer if they are also using DFD.

DFD is a product feature designed to surface and direct patients to additional information or services about their health issue during their journey of contacting their GP through the Accurx Platform. DFD is informational only and does not provide medical advice, diagnosis or treatment recommendations. DFD should never be used as a substitute for clinical diagnosis, treatment, or medical decision-making, all of which require skilled, professional human intervention and medical judgment or advice.

DFD uses and shows links to advice and guidance that are provided by independent third parties (such as NHS England). Accurx is not responsible for any errors, omissions, or inaccuracies in the content, guidance, or advice that is linked to or available within DFD. Accurx does not create, control, endorse or assume any responsibility for the accuracy, completeness or appropriateness of any content, guidance or advice that is linked to or available within DFD.

DFD is supplementary to, not a replacement for, the provision of traditional healthcare services and therefore you must always continue to offer alternative routes for patients to access healthcare and regular clinical services alongside DFD (for example, GP appointments).

Use of DFD is therefore entirely at your own option and risk. By using DFD, you bear full responsibility and remain at all times solely responsible for the clinical care of patients.

Where you (or your organisation) configure specific DFD settings, pathways or linked resources, you assume full responsibility for all such configurations and any consequences arising from their use. By using this feature, you bear full responsibility for reviewing, validating and approving all content and pathways before making them available to patients. You acknowledge that external content may change without notice and should verify all information independently.

If you encounter any issues with DFD, please report them immediately to our User Support team so that we can review and resolve these as quickly as possible.