Terms of Use

1. Who we are and what these terms cover

These Terms of Use apply to the websites, public booking pages, BasiCare clinic management platform, oCare patient portal, mobile or webview access, support channels, online consultation entry points, billing features and related digital services operated or made available by OTEO Health.

BasiCare is designed for healthcare organisations, clinics, practitioners and their authorised teams. oCare is designed for patients, service users and authorised representatives who access appointments, messages, documents, billing information, online consultations and related patient portal features.

If a clinic, hospital, practitioner, employer, insurer or other organisation has a separate written agreement with us, that agreement takes priority for the organisation where there is any conflict. These public Terms still apply to general website and patient portal use unless the written agreement says otherwise.

2. Important healthcare disclaimer

Our services provide digital infrastructure. We do not replace a clinician, clinic, emergency service, pharmacist, laboratory or regulated healthcare provider. Clinical decisions, diagnoses, prescriptions, care plans, treatment, referrals and clinical communications are the responsibility of the healthcare professionals and organisations using the platform.

Do not use BasiCare, oCare, public booking, messages or online consultation features for emergencies. If you think you may have a medical emergency, call 999 in the United Kingdom, attend A&E, contact NHS 111 where appropriate, or use the emergency route recommended by your healthcare provider.

3. Eligibility and account responsibility

• You must provide accurate information and keep it up to date.
• You must keep login credentials, one-time codes and devices secure.
• You must not share a patient account with another person unless you are legally authorised to act for them.
• Healthcare organisation users must access only records and functions they are authorised to use by their organisation.
• Parents, guardians, carers or authorised representatives must use the service only within the scope of their legal authority and the relevant clinic policy.

4. BasiCare organisation use

BasiCare may support patient registration, appointments, schedules, rooms, devices, practitioner roles, billing, payments, documents, laboratory or imaging results, prescriptions, messaging, online consultations, audit records and FHIR-based interoperability.

Organisations using BasiCare are responsible for configuring roles, access rights, public profile settings, public slot sharing, patient communications, clinical templates, retention requirements and local operational policies. Organisations must ensure their users are trained and authorised.

5. oCare patient portal use

oCare may allow patients to search public practitioner profiles, request or book appointments, attend online consultations, view selected health records, receive messages, upload documents, pay invoices, download receipts and manage profile settings.

Information shown in oCare may depend on what the relevant healthcare organisation has created, approved, published or shared. Some records may be delayed, restricted, corrected, removed from patient view or withheld where permitted or required by law, clinical governance or safeguarding rules.

6. Public booking and practitioner profiles

Public practitioner profiles and appointment slots are shown only where a healthcare organisation has configured them for public or oCare publication. Availability can change quickly and a slot is not confirmed until the booking process is completed and accepted.

A practitioner profile may include information provided by the practitioner or organisation, such as title, biography, languages, areas of interest, organisation, location and appointment availability. The organisation is responsible for the accuracy of public professional information it publishes.

7. Payments and billing

Where payment features are enabled, oCare may let a patient pay invoices or balances by card through a payment processor such as Stripe. We do not store full card numbers in our systems. Payment tokens, customer references, transaction identifiers, receipts and status information may be stored so payments can be reconciled and shown to the patient and the relevant organisation.

Invoices, balances, refunds, cancellations, failed payment handling and clinical service pricing remain the responsibility of the healthcare organisation unless a separate written agreement says otherwise.

8. Online consultations

Online consultation links may open inside the application or embedded webview where supported. You are responsible for joining from a private, safe environment and for checking your camera, microphone, browser and network connection. Patients must not record consultations unless the healthcare organisation and applicable law allow it.

The healthcare organisation may decide how early or late a patient can enter a consultation room, who hosts the call, whether waiting rooms are used and how clinical notes are created after the consultation.

9. Acceptable use

• Do not attempt to access records, accounts, APIs, systems or FHIR resources without permission.
• Do not upload malware, harmful files, illegal content or content that infringes another person rights.
• Do not misuse appointment booking, payments, messaging or online consultations.
• Do not scrape public profiles or appointment data, reverse engineer security controls, bypass authentication, or overload the service.
• Do not use the service to harass staff, impersonate others, submit false clinical information, or interfere with care delivery.

10. Security, audit and service integrity

We may monitor activity, create audit logs, rate-limit requests, block suspicious behaviour, suspend accounts, require password or authentication resets and investigate suspected misuse. In healthcare settings, audit logs are important for patient safety, legal accountability and information governance.

You must tell us or your healthcare organisation promptly if you suspect unauthorised access, a lost device, incorrect patient matching, a privacy issue or a security vulnerability.

11. Intellectual property and feedback

The platform, design, source code, text, logos, workflows, documentation and other materials are owned by us or our licensors unless stated otherwise. You may use them only as permitted by these Terms or a written agreement.

If you provide feedback, suggestions or improvement ideas, we may use them to improve the services without owing you compensation, provided we do not use your confidential information or personal data unlawfully.

12. Third-party services

The services may integrate with third-party providers such as authentication, hosting, FHIR services, storage, email, SMS, payment, video consultation, analytics or support providers. Their services may be subject to separate terms and privacy notices.

We choose providers with security and data protection in mind, but we are not responsible for third-party systems outside our control except where applicable law or our written agreements say otherwise.

13. Availability and changes

We aim to provide reliable services, but we do not guarantee that every feature will be uninterrupted, error-free or available at all times. Maintenance, upgrades, cyber incidents, provider failures, regulatory changes or healthcare organisation configuration can affect availability.

We may update features, remove unsafe functionality, change public pages, improve security controls or alter user flows. Where a change materially affects an organisation contract, the applicable written agreement will govern notice and transition requirements.

14. Suspension and termination

We may suspend or restrict access if we reasonably believe there is unauthorised use, security risk, breach of these Terms, legal risk, non-payment under a commercial agreement, or a patient safety concern. Healthcare organisations may also remove user access or change what patients can see.

15. Liability

Nothing in these Terms excludes liability that cannot be excluded by law, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or statutory rights that cannot be limited.

Subject to the above, we are not responsible for clinical decisions, inaccurate information entered by users, missed appointments caused by user device or connectivity issues, third-party service outages, or losses that are not reasonably foreseeable. Organisation agreements may include separate liability terms.

16. Governing law and contact

These Terms are intended for services operated in the United Kingdom and are governed by the laws of England and Wales unless a written agreement says otherwise. Courts of England and Wales will have jurisdiction subject to any mandatory consumer rights that apply.

Questions about these Terms can be sent to info@oteohealth.com. BasiCare sign-in support can also be requested at support@basicare.co.uk.