PurpleCare Patient App & Digital Services Terms of Use

1. About these Terms

These Terms of Use govern your access to and use of the PurpleCare mobile application, patient portal and related PurpleCare digital services.

PurpleCare is a digital healthcare experience and operations platform developed by Purple Crayola and made available through participating healthcare organisations.

Depending on the services enabled by your healthcare organisation, PurpleCare may allow you to access and manage services such as:

• Appointments
• Healthcare reports and diagnostic results
• Digital patient identification and check-in
• Healthcare communications and notifications
• Invoices and payments
• Visit information
• Virtual consultations
• Family and dependant access
• Health and wellbeing features
• Community experiences
• Privacy requests
• Patient support information
• Other digital healthcare services made available by your healthcare organisation

The services available to you may differ from those available through another PurpleCare healthcare organisation.

By creating or using a PurpleCare account, or otherwise accessing PurpleCare services, you agree to these Terms and any additional terms or policies presented to you in connection with a particular service.

If you do not agree to these Terms, you should not use PurpleCare.

2. The role of PurpleCare

PurpleCare provides technology that helps participating healthcare organisations deliver connected digital patient and operational experiences.

PurpleCare can help you access information and interact with services provided by your healthcare organisation.

PurpleCare does not itself provide medical care.

Purple Crayola does not, through the provision of the PurpleCare platform:

• Diagnose medical conditions
• Determine treatment
• Prescribe medication
• Provide emergency medical services
• Replace your doctor or other qualified healthcare professional
• Make clinical decisions on behalf of your healthcare organisation

Clinical information, healthcare reports, appointment services, prescriptions, care instructions and other healthcare services available through PurpleCare are provided or made available by the relevant healthcare organisation and its authorised professionals.

3. Your healthcare organisation

Your PurpleCare service is associated with a participating healthcare organisation.

That organisation is responsible for the healthcare services it provides to you and may determine:

• Which PurpleCare capabilities are available
• Which services can be accessed digitally
• How appointments are managed
• When healthcare reports become available
• Which members of its team can access particular information
• How family and delegated access operates
• How payments and billing are handled
• Which communications you receive
• Which connected healthcare systems are used
• How clinical and healthcare information is managed
• Any organisation-specific rules applicable to your use of its services

Your healthcare organisation may provide additional terms, patient policies or notices. Where applicable, these operate alongside these Terms.

4. Eligibility and account registration

You must provide accurate information when creating or activating a PurpleCare account.

Depending on the PurpleCare service, you may be required to provide information necessary to verify your identity and connect your account to the appropriate patient record.

You agree not to:

• Create an account using another person’s identity without appropriate authority
• Provide information that you know to be false or misleading
• Attempt to connect your account to a patient record you are not authorised to access
• Share verification codes or other security credentials with unauthorised persons
• Circumvent identity-verification or account-approval processes

Some PurpleCare accounts may require approval or verification by the relevant healthcare organisation before all services become available.

5. Keeping your account secure

You are responsible for taking reasonable steps to protect your PurpleCare account.

You should:

• Keep your password confidential
• Use appropriate security controls on your mobile device
• Protect verification codes and authentication information
• Sign out of devices you no longer control
• Review active sessions where this functionality is available
• Notify the appropriate support team if you believe your account has been compromised

You must not knowingly allow another person to use your credentials to impersonate you.

PurpleCare may restrict, suspend or terminate sessions where there is a reasonable security concern.

6. Family, dependant and delegated access

PurpleCare can allow an authorised person to manage aspects of another patient’s healthcare journey.

This may include relationships involving:

• Parents and children
• Guardians and dependants
• Spouses
• Carers
• Other appropriately authorised representatives

The services available through a delegated relationship depend on the permissions granted for that relationship.

Where enabled, an authorised representative may be able to switch from their own patient context into an approved linked patient’s context without signing out or using that patient’s credentials.

The authenticated person remains identifiable while acting for the linked patient.

Relevant activity may be recorded so that the healthcare organisation can identify:

• The patient whose information or services were being accessed
• The person who performed the action
• The authority or relationship under which access was provided
• The relevant permissions
• Changes to or revocation of the relationship

You must only use delegated access for a person whom you are genuinely authorised to represent.

You must not attempt to use family or delegated access to obtain healthcare information or services for a person you are not authorised to manage.

Access may be changed, restricted or revoked where required by the patient, healthcare organisation, applicable law, safeguarding requirements or the circumstances of the relationship.

7. Appointments

Where appointment services are enabled, PurpleCare may allow you to:

• Request an appointment
• Book from available appointment options
• View appointments
• Reschedule eligible appointments
• Cancel eligible appointments
• View relevant clinician, specialty or service information
• Complete an associated payment
• Access a virtual appointment
• Check in for an eligible appointment

Appointment availability displayed through PurpleCare may depend on information provided by your healthcare organisation or its connected scheduling systems.

Submitting an appointment request does not necessarily mean an appointment has been confirmed.

You should check the appointment status and any confirmation provided through PurpleCare or by your healthcare organisation.

If you cannot attend an appointment, you should follow the cancellation or rescheduling process provided by your healthcare organisation.

8. Healthcare reports and information

Where enabled, PurpleCare may allow you to access healthcare reports, diagnostic results, visit information, support documents and other information made available by your healthcare organisation.

Information may only become visible after it has been appropriately reviewed or released according to the healthcare organisation’s processes.

The absence of a report or result from PurpleCare does not necessarily mean that no report or result exists.

Similarly, information displayed in PurpleCare should not be interpreted without appropriate clinical advice where professional interpretation is required.

If you have questions about:

• A test result
• A diagnosis
• A report
• A prescription
• A treatment
• A clinical instruction
• Any other healthcare information

you should contact an appropriately qualified healthcare professional.

9. Medical and emergency information

PurpleCare is not an emergency medical service.

Do not use PurpleCare as your sole means of obtaining assistance where you believe you or another person may require urgent or emergency medical attention.

In an emergency, contact the appropriate emergency medical service or seek urgent medical assistance through the channels available in your location.

Information made available through PurpleCare is not intended to replace professional medical advice.

Do not delay seeking medical advice because of information you have read or not received through PurpleCare.

10. Prescriptions and medication information

Where prescription-related services are enabled, PurpleCare may provide access to information associated with medication prescribed or managed by your healthcare organisation.

PurpleCare does not independently prescribe medication.

You should follow the instructions provided by the appropriately authorised healthcare professional responsible for your care.

If information displayed through PurpleCare appears inconsistent with instructions you have received from your healthcare professional, contact your healthcare provider before changing how you take or use medication.

11. Virtual consultations and telemedicine

Where telemedicine is enabled, PurpleCare may provide access to virtual appointments or connect you with a telemedicine service used by your healthcare organisation.

You are responsible for:

• Joining from an appropriate environment
• Using a suitable internet connection
• Protecting your privacy during the consultation
• Providing accurate information to the healthcare professional
• Following any instructions provided for the virtual appointment

A virtual consultation may not be appropriate for every healthcare need.

The healthcare professional or healthcare organisation may determine that an in-person assessment or another form of care is required.

Availability of telemedicine may also depend on the systems and providers selected by your healthcare organisation.

12. Health and wellbeing features

Where health and wellbeing functionality is enabled, PurpleCare may allow you to view, enter or synchronise supported health information and maintain personal health goals.

This may include information such as:

• Steps
• Activity
• Sleep
• Resting heart rate
• Weight
• Health goals
• Related trends or summaries

These features are intended to help you view and engage with relevant health information.

Unless your healthcare organisation explicitly provides otherwise, they should not be treated as medical monitoring, diagnosis or emergency-alert services.

Device-derived information may be affected by the accuracy, availability and limitations of the device or connected service from which it originates.

13. Digital patient card and check-in

Where enabled, PurpleCare may provide a digital patient card or other digital identification mechanism.

The digital patient card may be used to support services such as patient identification or appointment check-in.

You must not:

• Allow another person to present your digital patient card as their own
• Use another person’s patient card without appropriate authority
• Copy or manipulate a patient identifier for fraudulent purposes
• Attempt to use patient identification functionality to access information you are not authorised to view

Your healthcare organisation may require additional identity verification before providing particular healthcare services.

14. Billing and payments

Where billing and payment services are enabled, PurpleCare may allow you to:

• View eligible invoices
• Review amounts due
• Initiate supported payments
• Pay for eligible appointments or services
• Review relevant payment status information

Payments may be processed by authorised third-party payment providers.

Additional terms may apply to a payment service.

PurpleCare does not guarantee that every invoice or payment obligation associated with your healthcare provider will necessarily be displayed in the application.

Questions about charges, refunds, invoices, insurance or the cost of healthcare services should be directed to the relevant healthcare organisation where appropriate.

15. Communications and notifications

PurpleCare may provide communications through:

• In-app notifications
• Push notifications
• Email
• SMS
• Patient messages
• Other supported channels

You are responsible for keeping relevant contact information reasonably current.

Push notifications and similar communications may depend on your device settings and connectivity.

You should not rely exclusively on push notifications for urgent healthcare information.

Certain communications may be necessary to provide services, maintain account security or communicate important information associated with your healthcare journey.

16. Community features

Where Community functionality is enabled, PurpleCare may allow users to access or participate in community content, discussions, replies or events.

Community areas are intended to support constructive, appropriate and respectful participation.

Content contributed by another user does not necessarily represent the views of Purple Crayola or your healthcare organisation.

Unless content is clearly identified as being provided by an authorised healthcare professional in a clinical context, community content should not be treated as medical advice.

You remain responsible for the content you choose to contribute.

17. Community standards and acceptable conduct

When using community or interactive features, you must not post, upload, send or otherwise make available content that:

• Is unlawful
• Threatens or encourages violence
• Harasses, intimidates or abuses another person
• Contains hateful or discriminatory content
• Exploits or endangers a child or vulnerable person
• Encourages self-harm or other dangerous behaviour
• Contains another person’s confidential healthcare information without appropriate authority
• Infringes another person’s privacy
• Impersonates another person
• Is fraudulent or deliberately misleading
• Contains malicious software
• Is spam or unauthorised commercial promotion
• Infringes intellectual-property rights
• Attempts to obtain another person’s credentials or sensitive information
• Otherwise creates a material risk to patients, users or the service

Additional PurpleCare Community Standards may apply where community functionality is enabled.

18. Moderation and reporting

Where supported, users may be able to report community content that they believe is inappropriate.

Purple Crayola or the participating healthcare organisation may, as appropriate:

• Review reported content
• Restrict visibility of content
• Remove content
• Restrict participation
• Suspend relevant functionality
• Take other proportionate action

Moderation does not mean that every contribution is reviewed before publication.

You should not assume that user-generated content has been clinically reviewed or verified.

Where PurpleCare provides user-blocking or other user-safety controls, those controls should be used where appropriate.

19. Privacy and personal information

Your use of PurpleCare is also governed by the PurpleCare Privacy Policy and any applicable privacy information provided by your healthcare organisation.

The Privacy Policy explains how information may be collected, used, shared, protected and retained through PurpleCare.

You should review the Privacy Policy before using PurpleCare.

20. Privacy and data-rights requests

Where enabled, PurpleCare may provide a structured route for submitting privacy requests.

These may include eligible requests relating to:

• Access
• Correction
• Deletion
• Restriction
• Portability
• Objection

The availability and outcome of a request depend on applicable law, the healthcare organisation’s responsibilities and any lawful requirement to retain particular information.

21. Account deletion

You may request deletion of your PurpleCare account through the account or privacy controls provided within your PurpleCare service.

Because PurpleCare is deployed for different healthcare organisations, the applicable external account-deletion page is specific to the PurpleCare instance you use.

Deleting your PurpleCare account does not necessarily mean that your healthcare organisation can delete all information associated with your care.

Healthcare, legal, financial, security, audit or regulatory requirements may require certain information to be retained.

Further information is provided in the PurpleCare Privacy Policy and the account-deletion information made available for your healthcare organisation’s PurpleCare service.

22. Appropriate use of PurpleCare

You must use PurpleCare lawfully and responsibly.

You must not:

• Attempt to gain unauthorised access to PurpleCare
• Access another person’s information without appropriate authority
• Attempt to bypass permissions or security controls
• Probe or test PurpleCare for vulnerabilities without written authorisation
• Reverse engineer or interfere with the service except where expressly permitted by law
• Introduce malicious software or code
• Use automated tools to access the service in an unauthorised manner
• Interfere with another person’s use of PurpleCare
• Use PurpleCare for fraudulent purposes
• Misrepresent your identity or authority
• Use information obtained through PurpleCare unlawfully
• Attempt to disrupt the availability or integrity of the service

We may take appropriate steps to protect PurpleCare, participating healthcare organisations and users where misuse is identified.

23. Availability of features

PurpleCare is a configurable platform.

Not every PurpleCare capability is available to every user or through every healthcare organisation.

Available functionality may depend on:

• The PurpleCare services selected by your healthcare organisation
• Your user role
• Your patient relationship
• Your permissions
• The systems connected to PurpleCare
• The healthcare organisation’s policies
• Technical availability
• Geographic or regulatory requirements
• Your device or operating system
• Additional services or providers used by the healthcare organisation

Screenshots, promotional materials or descriptions of PurpleCare may therefore show functionality that is not available through your particular PurpleCare service.

24. Service availability

We aim to provide PurpleCare reliably, but uninterrupted availability cannot be guaranteed.

PurpleCare may occasionally be unavailable because of:

• Maintenance
• Updates
• Infrastructure events
• Connectivity problems
• Third-party service interruptions
• Security events
• Healthcare-system integration issues
• Circumstances outside reasonable control

Where appropriate, reasonable steps will be taken to restore affected services.

If PurpleCare is unavailable and you need healthcare assistance, contact your healthcare organisation through another appropriate channel.

25. Third-party services

PurpleCare may connect to services provided by third parties, including:

• Healthcare systems
• Payment services
• Communications providers
• Virtual-care providers
• Authentication services
• Mapping or location services where relevant
• Device health services
• Other technology used by your healthcare organisation

Third-party services may have their own terms and privacy policies.

Purple Crayola is not responsible for the independent operation of a third-party service outside the PurpleCare platform, except to the extent required by applicable law or contractual responsibility.

26. Intellectual property

PurpleCare, including its software, product design, interfaces, branding, platform architecture and associated materials, is owned by or licensed to Purple Crayola and is protected by applicable intellectual-property laws.

These Terms give you permission to use PurpleCare for its intended purpose.

They do not transfer ownership of PurpleCare or its intellectual property to you.

You must not use the PurpleCare or Purple Crayola name, logo or other intellectual property in a manner that suggests endorsement or affiliation without appropriate permission.

Healthcare organisations may retain ownership or other rights in their own brands, content and materials displayed through PurpleCare.

27. Content you provide

You retain any rights you hold in information or content you provide through PurpleCare.

You give Purple Crayola and the relevant healthcare organisation permission to process that information to the extent reasonably necessary to:

• Provide the PurpleCare service
• Deliver the healthcare or digital service you have requested
• Operate relevant platform functionality
• Maintain security
• Moderate community content where applicable
• Meet legal or regulatory obligations

This permission does not give Purple Crayola the right to sell your healthcare information or use it for unrelated third-party advertising.

28. Suspension and restriction

Access to PurpleCare or particular functionality may be restricted or suspended where reasonably necessary, including where:

• There is a security concern
• An account appears to have been compromised
• There is suspected fraud or misuse
• These Terms have been materially breached
• Community standards have been materially or repeatedly breached
• Access is no longer authorised
• A delegated relationship has ended
• The healthcare organisation requires access to be changed
• Continued access would create a legal, security, clinical or safeguarding risk

Where appropriate and permitted, reasonable steps may be taken to explain the restriction and provide a route for support.

29. Ending your use of PurpleCare

You may stop using PurpleCare at any time.

Where available, you may also request deletion of your account as described above.

Ending your use of PurpleCare does not:

• Cancel healthcare obligations you may have with your healthcare organisation
• Automatically cancel appointments
• Automatically cancel amounts owed
• Require deletion of healthcare records that must be retained
• Affect rights or obligations that reasonably continue after account closure

30. Responsibility for healthcare decisions

PurpleCare helps make healthcare services and information more accessible.

It does not replace professional judgement.

Healthcare decisions should be made with appropriately qualified healthcare professionals.

Purple Crayola is not responsible for clinical decisions made by healthcare professionals or participating healthcare organisations, or for the clinical accuracy, completeness or appropriateness of healthcare information created by those organisations or professionals.

Where PurpleCare displays information received from a healthcare organisation or connected healthcare system, the relevant healthcare organisation remains responsible for the underlying healthcare record and the care provided to you.

If you believe information displayed through PurpleCare is incorrect, incomplete or inconsistent with information provided by your healthcare professional, contact your healthcare organisation.

Do not disregard professional medical advice or delay seeking appropriate healthcare because of information available, or not available, through PurpleCare.

31. Important limitations

PurpleCare is designed to provide a reliable digital healthcare experience, but the service depends on a number of systems, organisations and services working together.

To the extent permitted by applicable law, Purple Crayola does not guarantee that:

• PurpleCare will always be available without interruption
• Every feature will be available through every healthcare organisation
• Information from a connected third-party system will always be available immediately
• Notifications, emails, SMS messages or push notifications will always be delivered without delay
• Information entered or maintained by third parties will always be complete or error-free
• A particular device, operating system or network connection will always support every PurpleCare feature
• Third-party services connected to PurpleCare will always remain available

Nothing in these Terms excludes or limits any responsibility that cannot lawfully be excluded or limited.

32. Our responsibility to you

Purple Crayola is responsible for providing and operating the PurpleCare technology platform with reasonable care and in accordance with the responsibilities applicable to it.

Your healthcare organisation remains responsible for the healthcare services it provides and for its own acts, omissions, clinical decisions and patient-care responsibilities.

Third-party providers remain responsible for services they independently provide, subject to their applicable terms and legal obligations.

To the extent permitted by applicable law, Purple Crayola will not be responsible for loss arising solely from:

• Clinical decisions or treatment provided by a healthcare organisation or healthcare professional
• Inaccurate information supplied by a user, healthcare organisation or third-party system
• Your failure to keep your account or device appropriately secure
• Unauthorised use resulting from credentials you knowingly shared with another person
• Failure of an external system or service outside Purple Crayola’s reasonable control
• Your use of PurpleCare in a manner that materially breaches these Terms

Nothing in these Terms is intended to exclude or restrict rights or remedies that you have under applicable consumer, healthcare, privacy or other law and which cannot legally be excluded or restricted.

33. Changes to PurpleCare

PurpleCare will continue to evolve.

Purple Crayola may introduce, improve, replace or retire functionality as the platform develops.

Your healthcare organisation may also change the PurpleCare capabilities it makes available to its patients.

Changes may be made to:

• Features and patient journeys
• User interfaces
• Security controls
• Connected services
• Supported devices or operating systems
• Healthcare-system integrations
• Community functionality
• Health and wellbeing functionality
• Payment or communications providers
• Other aspects of the service

Where a change materially affects your rights or use of PurpleCare, appropriate information will be provided where required.

34. Changes to these Terms

We may update these Terms to reflect changes in:

• PurpleCare functionality
• The way services are provided
• Security or operational requirements
• Applicable law or regulation
• Store or platform requirements
• Healthcare or technology standards

The effective date at the beginning of these Terms identifies the current version.

Where changes are material, we will take appropriate steps to make the updated Terms available to you.

Where applicable law requires renewed acceptance or consent, you may be asked to review and accept the updated Terms before continuing to use relevant PurpleCare services.

35. Application-store terms

If you download PurpleCare through an application store, your use of that store is also subject to the terms and conditions of the relevant store provider.

The application-store provider is not responsible for providing healthcare services through PurpleCare.

Where required by the applicable application-store terms, you acknowledge that:

• These Terms are between you and the party providing the PurpleCare application, and not the application-store provider
• Purple Crayola or the relevant application provider is responsible for maintenance and support of the PurpleCare application as specified in the applicable service arrangements
• The application-store provider has no obligation to provide maintenance or support for PurpleCare except where its own terms expressly provide otherwise
• Your use of PurpleCare must comply with any applicable application-store usage rules

Nothing in this section changes any rights you have against an application-store provider under its own terms or applicable law.

36. Organisation-specific terms

Because PurpleCare is used by different healthcare organisations, additional terms may apply to a particular PurpleCare instance or healthcare service.

These may address matters such as:

• Healthcare-provider-specific services
• Local patient policies
• Payment and refund arrangements
• Appointment conditions
• Telemedicine requirements
• Local privacy information
• Healthcare-record management
• Local regulatory requirements
• Support arrangements
• Other organisation-specific services

Where additional terms apply, they will be made available through the relevant PurpleCare service or by your healthcare organisation.

If there is an inconsistency between these PurpleCare Terms and organisation-specific terms, the terms that apply specifically to the relevant healthcare service will govern that service to the extent of the inconsistency, subject to applicable law.

37. Governing law

The law applicable to your use of PurpleCare may depend on:

• The healthcare organisation providing your PurpleCare service
• The country or jurisdiction in which that healthcare service is provided
• Applicable consumer-protection requirements
• Applicable healthcare and data-protection law
• Any organisation-specific terms that apply to your service

Nothing in these Terms is intended to deprive you of mandatory rights or protections available under the law applicable to you.

Where a specific governing law or dispute-resolution arrangement applies to your healthcare organisation’s PurpleCare service, it may be set out in the organisation-specific terms provided to you.

This approach recognises that PurpleCare is a multi-organisation platform and avoids imposing one jurisdiction’s contractual framework on every PurpleCare deployment.

38. Contact and support

If you need help using PurpleCare, use the support information provided within your healthcare organisation’s PurpleCare application or patient portal.

For questions concerning:

• Appointments
• Healthcare reports
• Clinical information
• Prescriptions
• Treatment
• Billing for healthcare services
• Your patient record
• Healthcare-provider policies

please contact your healthcare organisation directly.

For questions about the PurpleCare technology platform or these Terms, contact:

Purple Crayola
PurpleCare

Email: hello@app.purplecrayola.com
Website: purplecrayola.com

Privacy enquiries should be directed to:

Email: privacy@app.purplecrayola.com

39. Complaints

If your concern relates to healthcare services, treatment, clinical information or the conduct of your healthcare organisation, you should normally raise it with that organisation through its patient-support or complaints process.

If your concern relates to PurpleCare technology, you can contact Purple Crayola using the details above.

Privacy concerns may also be raised through the privacy-request mechanisms available in PurpleCare or through the relevant healthcare organisation.

Nothing in these Terms prevents you from exercising any right to complain to a regulator, supervisory authority, consumer-protection body, healthcare authority or other competent body where such a right exists.

40. Entire agreement

These Terms, together with the documents and policies expressly referred to in them and any applicable organisation-specific terms, form the terms governing your use of PurpleCare.

The principal related documents may include:

• PurpleCare Privacy Policy
• PurpleCare Community Standards, where Community is enabled
• Account and Data Deletion Information for your PurpleCare instance
• Healthcare-organisation-specific terms and privacy information
• Additional terms presented for particular services where applicable

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

41. No waiver

If Purple Crayola or a participating healthcare organisation does not immediately enforce a provision of these Terms, this does not necessarily mean that the right to enforce that provision has been waived.

Any waiver must be made in accordance with applicable law and does not automatically apply to a later or different breach.

42. Language and accessibility

PurpleCare aims to make important information about the service clear and accessible.

Where these Terms are made available in more than one language, the version identified as authoritative for your PurpleCare service will apply in the event of an inconsistency, subject to applicable law.

If you require assistance accessing or understanding these Terms, contact the support channel provided through your PurpleCare service.

43. Acceptance

By creating a PurpleCare account, accepting these Terms electronically or continuing to use PurpleCare after being presented with these Terms, you confirm that you have had an opportunity to read and understand them.

Where you use PurpleCare on behalf of another patient through an authorised family, guardian or delegated relationship, your acceptance of these Terms also applies to your use of PurpleCare in that representative capacity.

Your use of another patient’s profile remains subject to the permissions and authority granted for that relationship.

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PurpleCare
Digital Healthcare Experience & Operations Platform

A Purple Crayola product

Digital systems. Designed to work.