Patient Portal User Agreement

1 Policy and Procedures and Patient Agreement to Abide by the Terms of Use

1.1 HMC/PHCC Patient Portal offers secure viewing and communication as a service to patients who wish to view parts of their records online. By accepting this agreement, I acknowledge that I am requesting access to portions of my electronic medical record and the ability to communicate with HMC/PHCC’s healthcare team.

These Terms of Use are legally binding agreement between Primary Health Care Corporation or Hamad Medical Corporation and You (whether You are joining for yourself or on behalf of a minor or a person to whom You are a legal guardian) (“You” or “Your” as the context may provide).

These Terms of Use govern Your access and/or use of the Site and You should read them carefully. These Terms of Use shall remain in effect at all times until You cease using the Site and cancel Your registration to access the Site. HMC/PHCC reserves the right, at its sole discretions, to make changes to portions or all of these Terms of Use and the Privacy Policy at any time. It is Your responsibility to check them periodically for changes.

By registering for access, accepting this Agreement, accessing or using any part of the Portal, You agree that You have read, understood and agree to be bound by the Terms of Use and accept the risks, as described below.

If You do not agree to be so bound, do not access or use this Site.

1.2 DO NOT use the Portal to communicate (i) an emergency, (ii) an urgent issue of (iii) sensitive information (e.g. HIV, mental health, genetic diseases, work excuses, etc.). If You have an EMERGENCY, DO NOT USE THE PORTAL to contact Your physician – You should CALL 999 and request emergency care assistance.

1.3 By using the PHCC/HMC Patient Portal, You represent and warrant that:

You are 18 years of age or older or an emancipated married minor;
You are a resident of the State of Qatar;
You understand and agree that these Terms of Use form a legally binding agreement;
You will use the Portal in a manner consistent with all laws and regulations of the State of Qatar and in accordance with these Terms of Use;
If You are a proxy holder, You will stop all use of and access to the account for which proxy authorization applied immediately upon revocation or termination of proxy authorization or termination of Your legal right as guardian, parent or otherwise to access the account holder’s health information;
You will provide only true, accurate, complete and current information to the Portal;
You will not impersonate any person, misrepresent your identity, attempt to use another user’s account or attempt to obtain unauthorized access to the Site; and
You will not use the Portal to (i) abuse, defame, harass, stalk or bully another person; (ii) post or transmit content or information that is offensive, hateful, threatening or defamatory, or that creates a risk to anyone’s privacy or safety; (iii) upload or transmit unsolicited commercial messages, junk mail, pyramid schemes, chain letters or other similar materials of information, or viruses or other malicious codes; (iv) interfere or attempt to interfere with, circumvent, disable, or damage, the Portal, the proper working of the Portal, security features, the equipment connected to the Portal or any service provided on or through the Portal; (v) infringe any copyright, patent, right of privacy, right of publicity, trademark, trade secret, or other right of HMC/PHCC or any third party; (vi) reproduce, obtain or attempt to reproduce or obtain any materials, documents or information through any means not purposely made available through the Site; (vii) advertise, offer to sell, or sell any goods or services set forth in the Site or otherwise use the Site to solicit other users, except as expressly permitted by HMC/PHCC; (viii) engage in any activity that interferes with any third party’s ability to use or enjoy the Site; (ix) probe, scan, test the vulnerability of the site or any network connected to the Site, or breach the security or authentication measures on the Site or any network connected to the Site; (x) take any action that imposes an unreasonable or disproportionately large load on the infrastructure of the Site or HMC/PHCC’s systems or networks, or any systems or networks connected to the Site of HMC/PHCC; or (xi) assist any third party in engaging in any activity prohibited by these Terms of Use.

1.4 Enrolling in the Portal program, You must:

Request access from PHCC/HMC authorized representative by enrolling in person;
You are required to fill up and sign an application form (please also provide your QID, Health card and an email address);
A message will be sent to your registered email inviting YOU to join the MyHealth program and you will be provided an electronic link to click;
By clicking the link, this will direct YOU to the Patient Portal User Agreement whereas YOU are required to read, review, and understand the Agreement and confirm YOUR acceptance by electronically submit the agreement by clicking Accept;
After this a Welcome message will be sent to your registered email confirming your Enrollment in the MyHealth program. The email will subsequently instruct You on how to create a login and password;
After logging into the Portal for the first time, please ensure that YOU change your password. The is to ensure that YOUR information remains secure and private.

1.5 Portal User ID and Password

You understand that You will create a unique identification (“User ID”) code and password to use the Portal. You understand that this User ID and password are unique codes that identify You in the Portal computer system. Inquiries and entries that You make via the Portal will be logged with Your identity.

You understand that it is Your responsibility to keep the User ID and password that You use to access the Portal completely confidential and not to share the User ID and password with anyone. You also understand that You will be solely responsible for all activities that occur using Your User ID and password. If at any time You feel that the confidentiality of Your password has been compromised, You shall change it by going to the password link on the Portal website. You further agree not to access anyone else’s Portal account without proper and valid proxy authorization. If PHCC/HMC discovers that You have inappropriately shared Your password with another person, or that You have misused or abused Your Portal access privileges in any way, Your use of the Portal may be discontinued at the sole discretion of PHCC/HMC.

2 Terms of Use

2.1 Available Components

The Portal offers the following components:

Homepage: Allows You to view components of Your medical record.
Medical Record: Allows You to view information entered into Your electronic medical record (e.g. allergies, lab results, radiology reports, medication lists, and visit history, etc.). These are available for You to review and check for accuracy. Should you require a copy of your medical records, please contact Health Information Management Department.
Medications: Allows You to view Your current and past medications entered by Your physician or other clinical staff.
Appointments: Allows You to view upcoming appointments and reminders. The appointment section does notinclude appointments You may have at another facility or private practitioner’s office.
Profile: Contains Your personal contact information. Allows You to view and submit updates to Your health information and update Your demographic information (i.e. address, phone numbers, etc.)

Additional components may be available in the future.

2.2 Communications May Become Part of HMC/PHCC Medical Records

Communications via the Portal may be included in Your permanent medical record.

2.3 Response Time

2.3.1 After accepting Your agreement to abide by the Portal Terms of Use, a “Welcome E-mail” will be sent to You. This will provide a link to the Portal login screen. If You have not received an email from us within three (3) working days, contact Portal support line 16060. PHCC/HMC can only respond based on the information provided. If You do not provide sufficient information, PHCC/HMC will not be able to provide accurate and reliable response.

2.3.2 Reasonable efforts will be made to respond to email and telephone inquiries within three days, but no later than a week, after receipt. Response time may be longer if the Portal service is interrupted for maintenance, upgrades, or emergency repairs related to events beyond our control. In this respect, You agree not to hold PHCC/HMC, its physician practices, physicians, providers or any of its staff, in any way liable or responsible to You for such modification, suspension, delay or disruption of the Portal.

2.3.3 The Portal support normal hours of operation are as follows:

For HMC related support: is available from 7am to 10pm (Sun to Thurs),2pm to 10pm (Fri), and 10am to 6pm (Sat) on 16060.

For PHCC related support: is available 7 days a week 24hrs on 107 .

You are encouraged to use the Portal at any time; however, email and telephone messages submitted after operation hours will receive a response within a reasonable time.

2.3.4 If email is not accessible for any reason, please contact Portal support line at 16060. We will return messages within a reasonable time.

2.4 Third Party Websitesand Links

2.4.1 The Portal may offer links to related medical websites not managed by HMC/PHCC (“Third-Party Sites”). These Third-Party Sites are for patient information purposes only and are regulated by the Third-Party Sites’ terms of use. You should not rely on any of the information found on the Third-Party Sites for purposes of treatment or diagnosis.

2.4.2 HMC/PHCC does not warrant or make any representation about the substance, quality, functionality, accuracy, fitness for a particular purpose, merchantability or any other representation about any Third-Party Sites or its content. A link to a Third-Party Site on the Portal does not constitute sponsorship, endorsement, approval or responsibility for any third party site.

2.4.3 You agree that You will use the Portal at Your own risk. You understand that the Portal may be unavailable at times due to system failure, back up procedure, maintenance or other causes.

2.4.4 You further agree that HMC/PHCC does not warrant the accuracy, completeness, reliability, security or currency of the Portal or the information available on the Portal, and HMC/PHCC does not warrant the reliability of, or guarantee or endorse any advice, opinion, statement or other information displayed on or distributed through the Portal. During times when the Portal is unavailable, You will use other communication methods to communicate with HMC/PHCC.

2.5 Medical Advice and Information Disclaimer

2.5.1 The Portal may from time to time include information posted by PHCC/HMC in the form of news, opinions, or general educational materials that should not be construed as specific medical advice or instruction from PHCC/HMC.

2.5.2 The Portal, its content and any information included on or provided through the Portal is presented on an “As Is” basis, without warranty of any kind, express or implied. PHCC/HMC disclaims all warranties and conditions, express, implied or statutory, including but not limited to any implied warranties or conditions of merchantability, fitness for a particular purpose, and lack of negligence or workmanlike effort.

2.5.3 The information posted by PHCC/HMC on the Portal should not be considered complete, nor should it be relied on to suggest a course of treatment for a particular individual.

2.5.4 Any content available on the Portal is for information only and is not a substitute for the professional judgment of a health care professional in diagnosing and treating patients. Neither the content nor any other service offered by or through the Portal is intended to be substitute for medical diagnosis or treatment. You should always seek the advice of Your physician with any questions You may have regarding a medical condition.

2.5.5 PHCC/HMC does not recommend or endorse any specific drugs, tests, physicians, products, procedures, opinions, drug uses or other information that may be mentioned on the Portal. Your reliance upon any information obtained or used by You is solely at Your own risk. PHCC/HMC is not responsible for the accuracy of any information or content provided or sent by You or other users of the Portal, including Your physician. You are responsible for verifying the accuracy of any information You send or receive through the Portal, including any of Your health information, data or records.

2.6 Security

2.6.1 HMC/PHCC is committed to protecting the confidentiality of medical records stored on the Portal. You understand and agree that HMC/PHCC will treat Your health information in accordance with Qatar laws and HMC/PHCC policies and regulations. You agree to HMC/PHCC’s use of Your health information in accordance with this Agreement. You understand that access to Your health information is for Your use only and that You may call HMC/PHCC for a more detailed explanation of the information available on the Portal.

2.6.2 HMC/PHCC limits employee’s access and ability to enter or view information based upon their role in a patient’s care environment. Firewalls, passwords, encryption and audit tools are further used to safeguard medical records. HMC/PHCC will identify the records released and note the time and date of access each time a user and/or proxy accesses the Portal. HMC/PHCC has taken steps to make all information received from its online visitors as secure as possible against unauthorized access and use.

2.6.3 At the time of Portal enrollment, You may be asked for documentation and/or a request to answer knowledge-based authentication questions to prove that You are who You say You are. This is meant to ensure the privacy of Your health information is maintained at all times.

2.6.4 You understand that notification messages regarding information in the Portal may be sent to Your email address. Any person with access to this email account will be able to see this notification. Although no private health information will be sent, the notification that new health information is available by accessing the Portal may be information that a patient or a proxy would not want others to know. You will take this into account when providing an email address.

2.7 Protecting Your Private Health Information

2.7.1 HMC/PHCC is committed to maintaining the privacy of Your information. Please refer to HMC/PHCC Privacy Policy for information on Your registration processes and how we protect Your personal information. Acceptance of the Terms of Use constitutes Your consent to the terms and conditions set forth in such policies. All HMC/PHCC generated medical records are subject to the State of Qatar laws and regulations governing the security and confidentiality of medical records as private information.

2.7.2 The Portal allows You to transfer Your personal health information from Your interactions with Your health care providers to the Patient Portal. The posting of information to Your Portal account is done at the sole discretion of HMC/PHCC, including the posting of any messages sent or received via the Portal to Your electronic medical record.

2.7.3 You agree that the Portal is or may be hosted on trans-border servers, where the host may - subject to statutes - receive access, process, and store Your personal data.

2.7.4 Any communication via the Portal occurs via a secure, encrypted connection and is deposited into your electronic medical record. Emails from You to any staff member should be through the Portal. You may receive email notifications of new Portal communications. You are responsible for timely reviewing such messages and You agree that HMC/PHCC shall not be liable for any loss, injury, illness, damages or claims of any kind resulting from Your failure to timely read any Portal generated messages.

2.7.5 All email address lists will be kept confidential and such lists will not be shared with other parties, unless necessary to carry out Portal operations (e.g. perform system upgrades to the Portal) or required by law.

2.7.6 A variety of healthcare and administrative personnel (such as nurse practitioners, physician assistants, registered nurses, certified medical assistants, clerks, etc.) will be involved in accessing, reading, processing, and replying to Your messages and information submitted through the Portal (similar to how phone communication is handled). There is no need to notify us that You have read a message, unless You have a question or need further information.

2.7.7 You should protect Your Portal login information and notify us immediately of any suspicious or unauthorized use of Your login information or if You believe that Your login is no longer confidential.

2.7.8 Read HMC/PHCC Privacy Policy for information on how private health information is handled in our facility.

2.7.9 If You have any concerns/queries, please contact the Patient Portal Support Helpline at 16060.

2.8 Proxy Access

Proxy access allows individuals to access the account of an individual who is under 18 or an individual who has granted permission for such person to have access. If the patient is 18 or older, individuals may request access to the Portal account of someone else if: (i) the account holder has completed a Proxy Access Authorization Form allowing such access; and, in some cases, (ii) upon demonstration of the legal right to access the account holder’s health information. A parent’s or guardian’s access to a minor’s account will automatically expire when the minor reaches the age of 18.

2.9 HMC/PHCC’s Rights

2.9.1 In addition to its duties, responsibilities, rights and obligations elsewhere in the Terms, HMC/PHCC reserves the following rights:

To terminate or suspend the account of anyone who violates the Terms;
To change or alter the Portal, the form and nature of the Portal or any services provided through the Portal;
To review, modify, filter, delete and remove any and all content and information from the Portal;
To use and disclose information from the Portal to comply with legal requirements and/or demands; and
To provide notices, including those regarding the Terms, by email, by postings to Your Portal account or by other means.

2.9.2 You acknowledge and agree that the foregoing are rights of, but not obligations of, HMC/PHCC and that HMC/PHCC may, but is not obligated to, exercise any of these rights.

2.9.3 Your continued use of the Portal means that You agree to any new or modified provision of the Terms of Use.

2.9.4 HMC/PHCC reserves the right in the future to charge a fee for the use of the Portal.

2.10 Termination of Use

Access to this secure Portal is an optional service. PHCC/HMC, in its sole discretion, may suspend or terminate Your account or Your use of the Portal at any time and for any or no reason. PHCC/HMC reserves the right to change, suspend or discontinue all or any aspect of the Portal at any time without prior notice.

2.11 Indemnification

As a condition of Your use of the Portal, You agree to indemnify and hold PHCC/HMC harmless from and against any damages, losses, liabilities, judgments, costs or expenses (including reasonable attorneys’ fees and costs) arising out of or in connection with Your use of the Portal or in any way relevant to a claim by a third party relating to materials You have posted or other actions taken by You in the Portal.

2.12 Limitation of Liabilities

To the maximum extent permitted by law, PHCC/HMC shall not be liable to You or any third party for any damage, loss or expense or for any direct, indirect, special, incidental, consequential or punitive damages (including, without limitation, loss of profits, loss or corruption of data, loss of information, emotional damage, loss of goodwill, work stoppage, computer failure or malfunction, or interruption of business), arising out of or in any war related to (a) Your possession or use of the materials, content, products or information provided on or through the Portal; (b) any other products, services or information offered, sold or displayed on or through the Portal and on third-party sites; (c) Your use of, inability to use or reliance on the Portal and/or the materials; (d) errors, mistakes or inaccuracies in the materials or information provided on or through the Portal; (e) personal injury or property damage of any nature; (f) Your unauthorized access to or use of PHCC/HMC secure servers; (g) any interruption or cessation of the Portal or transmissions to or from the Portal. Any inaccuracies or defects in software, communication lines, virtual private network, internet service provider, computer hardware or software, or any other service or device You use to access the Portal; (h) any bugs, viruses, worms, or the like that may be transmitted to or through the Portal by any third party; (i) Your sharing or losing Your password or participation in breaching health information confidentiality; or (j) any decision made or action You take or by anyone else based upon information contained or provided on or through the Portal, regardless of whether PHCC/HMC or any of its providers have been advised of the possibility of such damages or whether such liability is based in tort, contract or otherwise. Your sole remedy for dissatisfaction with the Portal is to stop using the Portal.

2.13 Intellectual Property

The content and design of HMC/PHCC Patient Portal is protected by Qatar and international copyright laws and standards. You may not copy, reproduce, republish, upload, post, display, transmit or frame any of these materials without prior written consent from the copyright owners. Except that You may view, download, display and print a single copy of these materials on a single computer for personal, non-commercial use only, so long as: You do not alter or modify the materials in any way; You include all applicable notices and disclaimers (including copyright notices); and You do not use the materials in a way that suggests an association with HMC/PHCC. You understand and agree that title to these materials shall not pass to You or any other user.

2.14 Jurisdiction and Applicable Law

These Terms of Use shall be governed, construed and applied in all respects by the laws of the State of Qatar, without regard to any provision governing conflicts of laws. Any dispute arising out of, relating to, or connected with these Terms of Use or Your use of the Portal shall be brought before the courts of Qatar. By using the Portal, You expressly consent to the personal jurisdiction and venue of such courts and waive any challenge thereto.

2.15 General Provisions

You agree that these Terms of Use and any additional terms referenced herein set forth the entire understanding between You and HMC/PHCC with respect to Your use of the Portal. You further agree that if any portion herein is held invalid, the remaining portion shall continue in full force and effect. The foregoing release, indemnity and limitation of liability shall be as broad and inclusive as is permitted by applicable laws. These Terms of Use inure to the benefit of HMC/PHCC, its successors and assigns.