Medicoo Terms of Use

Version 21-04-2022

1. Definitions

1.1 We/Us/Medicinfo: the private limited company TWA Medic-Info B.V. (KVK 18060147), with registered office and principal place of business at Dr Anton Philipsweg 31, 5026 RK, Tilburg.

1.2 You: the person using the Medicoo service.

1.3 Another: a person other than yourself, whom you represent, and to whom the healthcare request you make through the Medicoo service relates (for example: your child or someone you formally or informally care for).

1.4 Medicoo App: the app that can be downloaded from one of the app stores. The App is used to start the service and unlocks and/or facilitates the underlying components of the Medicoo service.

1.5 MSC: Medicinfo’s Medical Service Centre, consisting of nurses and GPs.

1.6 MSC Expert: an MSC employee registered in the BIG-register, or who works under the supervision and responsibility of a doctor or nurse registered in the BIG-register.

1.7 Medicoo Service: the Medicinfo service where healthcare questions can be posed in the MSC in a chat format through the Medicoo app, with an option to upload photos. Using a triage process, in-depth questions are asked in order to clarify and assess the healthcare question. The MSC expert then provides a recommendation for self-care, a referral, or a video consultation with a GP. In highly urgent cases, the MSC expert will refer a client directly to the nearest GP, physician, medical centre, or the 112 emergency services.

1.8 GP: general practitioners registered in the BIG-register and involved in the Medicoo service.

1.9 Video Consultation: a video call to be completed in consultation and by appointment with a GP, MSC expert or another healthcare provider.

1.10 Claims: for Dutch users, claims for the costs of using the Medicoo service are declared by Medicinfo directly to the health insurance provider or to the GP offering the Medicoo service. Any foreign holidaymakers using the Medicoo service will receive a claim declaration afterwards via a payment link in the App unless the patient has a valid European Health Insurance Card (EHIC).
Foreigners using the Medicoo service will receive a claim declaration afterwards via a payment link in the App unless the patient has a valid European Health Insurance Card (EHIC).


2. Use of the Medicoo Service

2.1 You may use this service if your health insurance provider, your own GP, or a medical clinic you visit offers the Medicoo Service. The healthcare request may relate to yourself or to Another.

2.2 You may use the Video Consultation component within the Medicoo Service when the MSC Expert offers it to you as part of the treatment for your healthcare needs.

2.3 After installing the App, explicit consent is requested according to the privacy terms made available there. The processing of personal data can only begin subject to the provision of explicit consent. If the requested consent is not granted, there is no legitimate basis for processing the data and no use may be made of the Medicoo App or the Medicoo Service. The consent granted applies to the processing of your own personal data as well as to the personal data of persons you are legally representing (such as your child).

2.4 During the installation process, you will also set up a PIN code for secure access to the App. An onboarding process will then be carried out where various data necessary for the fulfilment of the service will be requested. The first step is to identify the provider through which you can use the Medicoo Service. In the next steps of the onboarding process, all the necessary personal data will be requested and recorded. When you are using the service on behalf of Another, identifying information about that person will also be requested.

2.5 If you are insured for healthcare in the Netherlands, a COV (insurance record) check will be performed in the background using your BSN (citizen service number) and date of birth. COV stands for ‘Controle Op Verzekeringsrecht’ in Dutch and it is a check to determine whether someone has healthcare coverage. The data must ‘agree’ with that of a health insurance company. This verifies that you are insured for healthcare. If no ‘agreement’ is received, the service cannot be used. One exception to this rule is foreign holidaymakers, who do not go through an insurance record check. For this category of users, Claims may be declared via the European Health Insurance Card (see: ‘Claims’).

2.6 You can ask the MSC Expert questions via the chat. A digital triage is performed initially; see ‘Triage process’. If still necessary, the MSC Expert will then try to further clarify, assess, and answer your healthcare question. Notifications in the App let the customer know that a response has been sent.

2.7 The MSC Expert has the option to discuss your question with a GP at any time.

2.8 Your question may be answered with self-care advice, a referral, or a video consultation. In highly urgent cases, the MSC Expert will refer you directly to the nearest GP, physician, medical centre, or the 112 emergency services.

2.9 If a video consultation is part of the response to your healthcare question, it is usually completed by a Medicinfo GP. The Video Consultation is scheduled and initiated via the App, using a reliable and secure video call solution in your default browser. The GP can view your chat history via the App prior to the call. During the meeting with the GP, your personal request for assistance will be discussed with you. A conversation lasts between 10 to 20 minutes on average and always takes place via video call.


3. Triage process

3.1 In order to clarify your healthcare question in a structured and efficient way, we like to start with a digital triage. Based on the symptom entered (the symptom area clicked), appropriate triage questions will be asked for the symptom area, and these are based on known professional standards for general practitioner care.

3.2 So-called ‘red flags’ may emerge from certain questions. For example, in the case of a headache, we ask whether the headache has come on very suddenly, which may indicate a symptom that needs highly urgent treatment. If a ‘red flag’ emerges, the digital triage will be immediately discontinued, and the case will be taken over by an MSC Expert as highly urgent.

3.3 If no ‘red flag’ emerges, the user will be put in direct contact with an MSC Expert via the chat after completing the digital questionnaire. At that moment, the MSC Expert will have access to all onboarding information, any insurance data from insurance record checks, the questions asked, and the answers given.

3.4 A user can choose to interrupt the digital triage process at any time. The user is then put in direct contact with an MSC Expert via the chat. Digital triage simply replaces the routine triage questions, thereby reducing the chance of error. The overview of questions and answers asked allows the MSC Expert to form an opinion or take action better and faster. In other words, no automatic advice will be provided. The interpretation of the information gathered, and the triage based on this information, is always done by a human being.


4. Medicoo Service conditions and restrictions

4.1 You must comply with the Terms of Use established by Medicinfo when using the Medicoo Service.

4.2 You are responsible for the confidentiality of the information recorded with the App. One way to do so is to keep the PIN set up in the App strictly confidential and to always maintain control of your device.

4.3 All questions with the MSC are answered under the responsibility of nurses and GPs registered in the BIG-register. When an employee registered in the BIG-register is asked a healthcare question, a treatment agreement arises (as per the Dutch Medical Treatment Agreement Act (WGBO).

4.4 The MSC Experts and GPs do not have access to any medical records from the patient’s own GP and/or treatment history. In order to allow the MSC Expert to interpret and supervise the process appropriately, you are responsible for providing accurate, complete, and current data.

4.5 Even if you are a non-native speaker using the Medicoo Service, you are nevertheless responsible for providing the MSC Experts and GPs, regardless of any language barriers, with all the necessary correct, complete, and up-to-date information for adequate care.

4.6 Given the digital nature of this service, MSC Experts and GPs are not able to perform certain examinations (such as physical examinations). If during the chat or Video Consultation it becomes apparent that an additional (physical) examination or treatment is required, the MSC Expert or GP will refer you to the appropriate healthcare provider. In urgent cases, the MSC Expert or GP will refer you to the emergency number 112.

4.7 We are not liable for damages if they are a direct or indirect result of:

a) The (temporary) unavailability of the Medicoo App, the functionality of the Video Consultation, or any other part of the service;
b) Any inaccuracies or omissions in the information you have provided to us;
c) Communication problems with users who are non-native speakers;
d) Unauthorised logins, unless you have already notified us of this;
e) Force majeure on our part as per Article 6:75 of the Dutch Civil Code.


5. Complaints

5.1 Not fully satisfied with our services? You can report your complaint to us at Medicinfo has appointed a Complaints Officer and is affiliated with a complaint disputes committee. If the Complaints Officer receives a complaint from you, they will communicate our complaint protocol to you. Here you can read about how your complaint will be handled, so you can rest assured that your complaint will be managed appropriately.


6. Costs

6.1 The costs of the Medicoo Service are borne entirely by your health insurance provider or by the GP or medical centre offering the Medicoo Service (excluding foreigners not insured for healthcare in the Netherlands who are unable to present a valid EHIC, and who are paying themselves). You may, therefore, only use the service if it is offered to you by one of the parties mentioned.


7. Privacy and information security

7.1 We believe that privacy is very important. For this reason, we only process data necessary for using the Medicoo Service. We process personal data according to the applicable privacy legislation: The General Data Protection Regulation (GDPR). All relevant information regarding the processing of personal data can be found in the Privacy Statement in the App.

7.2 Medicinfo organises its information security through an Information Security Management System (ISMS) and is ISO27001 and NEN7510 certified.


8. Termination of Medicoo access/use

8.1 We may terminate use of the Medicoo Service if:

a) You do not follow the obligations of these Terms of Use;
b) Your health insurance provider, GP, or medical centre no longer offer the service;
c) The Medicoo Service is discontinued.

8.2 We may at any time modify, make unavailable in whole or in part (e.g., in the event of a fault, maintenance work, or security incidents), or terminate the Medicoo Service.


9. Applicability of the Terms of Use

9.1 These Terms of Use are effective from the moment you use the Medicoo App, and you must accept the applicability of these Terms of Use before you can use the Medicoo Service.

9.2 We may change these Terms of Use at any time. Do you disagree with the modified Terms of Use? Then you will no longer be able to use the Medicoo Service.

9.3 These Terms of Use are governed exclusively by Dutch law.

Download the Medicoo app on your phone or tablet. The app is available in the App Store (Apple) or Play Store (Android).