EZZYCARE®
For patients and their representatives, doctors, and hospitals and facilities
Nigeria edition | Version 2.0 | 6 November 2026
These Terms of Use govern access to the EzzyCare Platform operated by EzzyCare Global Innovations Ltd. They apply to patients and their authorised representatives, doctors, and participating hospitals and facilities. Part 1 applies to all users. Parts 2, 3 and 4 apply according to the role in which you use the Platform. Schedule A applies to all appointments covered by the third-party attendance requirement.
These Terms apply when the relevant user accepts them or, for a separately signed agreement, on the date that agreement specifies. Existing bookings and accrued rights remain subject to clause 1.10 and applicable law.
Mandatory third-party attendance. Every routine EzzyCare video or physical consultation, including clinic and home visits, requires a suitable adult third party freely accepted by the patient. The treating clinician must confirm attendance before starting and pause routine care if attendance or permission is lost. Schedule A governs consent, privacy, replacement, emergencies and safeguarding. No booking condition may delay emergency treatment required by law.
EzzyCare Global Innovations Ltd operates the EzzyCare website, applications, booking and payment tools, provider and facility dashboards, and associated support services (the Platform). Its office address is No. 448 Reuben Okoya Crescent, Wuye, Abuja, Nigeria. Use in-app support or call +234 912 424 0527. The EzzyCare Privacy Policy at https://ezzycare.com/privacy describes how we handle personal data and how to make privacy requests.
“Patient” includes a care seeker and, where the context permits, an authorised person acting for them. “Doctor” means the individual medical practitioner who delivers care. “Hospital” includes a participating hospital, clinic, or health establishment that lists, arranges or supplies services through its facility account. “Provider” means the doctor, hospital, or both as their respective roles require. “Appointment” means a consultation booked or arranged using the Platform, including scheduled, urgent, paid, free, insured, sponsored, initial and follow-up visits. “Third party” or “chaperone” means the additional person who meets Schedule A. “Order Form” means the commercial schedule agreed with the doctor or hospital that specifies enabled services and commercial terms.
By affirmatively accepting the relevant terms when opening an account, you enter into a contract with EzzyCare for the use of the Platform. A hospital or corporate practice is bound only through a representative with authority to accept for it. A staff login is personal to its user and does not establish contracting authority. A person acting in multiple roles must accept the applicable terms for each role.
For patients the applicable contract consists of Part 1, Part 2, Schedule A and the price and booking terms shown and accepted for that appointment. Doctors accept Part 1, Part 3 and Schedule A, together with their Order Form where applicable. Hospitals accept Part 1, Part 4 and Schedule A together with their Order Form and any data processing agreement (DPA). Mandatory law and professional duties take priority. Schedule A prevails for appointment safeguards. The signed Order Form governs the commercial matters it expressly addresses and the DPA governs processing performed on instructions. Neither reduces patient rights or changes the chaperone rule. A separately signed contract changes these terms only to the extent it identifies the provision being changed and the change is lawful.
Acceptance of these terms, acknowledgement of the appointment rule, consent to disclose health information to a named person, and consent to examination or treatment are distinct. EzzyCare or the provider may document them electronically where lawful and reliable. Where a particular form or signature is required, use that form or obtain the signature before proceeding. A representative’s acceptance does not displace the patient’s own capacity, wishes or applicable safeguarding protections.
EzzyCare supplies technology and administrative coordination for discovering providers, managing appointments, connecting by video, communicating, collecting authorised payments, and arranging settlements and support. The identified provider supplies clinical services and remains responsible for their professional judgment, treatment, referral, consent, clinical records and follow-up. A hospital’s duties to its patients and staff remain with it. A doctor may work independently or through a hospital. The listing and booking confirmation should identify the doctor and, where applicable, the responsible facility. The clinical relationship and legal responsibilities follow the care actually provided and applicable law.
EzzyCare is responsible for its own services and legal duties, including the platform controls, verification steps, payment handling and data protection obligations it undertakes. A verification label refers to the checks described by EzzyCare at the time and does not warrant a clinical outcome. Search results can reflect availability, location and other stated criteria. Paid placement, where offered, will be identified. The provider is responsible for keeping listing details accurate. Where EzzyCare or an affiliate directly supplies regulated care under a separately identified arrangement, the duties attaching to that activity apply.
The Platform is designed for lawful use in Nigeria. Providers must confirm the patient’s location and their own entitlement to practise for that encounter, especially if either party is outside Nigeria. A location setting, GPS result or video link does not authorise cross-border practice. EzzyCare may restrict availability by region, modality, specialty, facility, eligibility or operational coverage.
Emergency notice. EzzyCare is not an emergency dispatch or monitoring service. If you need emergency care, contact local emergency services or go to the nearest appropriate emergency department immediately. Do not wait for a booking, reply, payment, or third party. A doctor, health worker or health establishment must comply with applicable emergency treatment duties. If danger emerges during an appointment, the provider follows the emergency procedure in Schedule A and its legal and professional duties.
Give accurate, current information, use your own authorised account and safeguard credentials, devices and one-time codes. Inform EzzyCare promptly of suspected compromise. A patient may give a representative limited authority using an approved route where available. A provider must use named, role-based accounts and withdraw access when authority ends. Do not share credentials, impersonate another person, make false bookings, misuse promotional or insurance benefits, falsify clinical or attendance records, interfere with service security, scrape personal information, or use the Platform for unlawful purposes.
Treat others with respect. Sexual misconduct, coercion, threats, discrimination, harassment, abusive conduct, hidden observers and unauthorised disclosure are prohibited. Restrictions on Platform access do not override emergency, safeguarding, non-discrimination or continuity duties. Report suspicious payment requests, unsafe conduct and misuse through support. Do not put sensitive information in public reviews or general chat. EzzyCare may moderate unlawful or privacy-infringing content and investigate reports fairly. Honest criticism, lawful reporting and requests for redress remain permitted.
EzzyCare grants a limited, non-transferable right to use the Platform for your role. We retain rights in the software, branding and content we own or license. Providers grant permission to display authorised profiles and supplied listing materials as needed to provide and promote their listed service, subject to withdrawal and law. Clinical records and personal information are handled under applicable law and the relevant privacy and processing arrangements. EzzyCare does not acquire ownership of patient records merely because the Platform transmits or stores them.
A request, accepted appointment, paid booking, attendance and completed clinical encounter are distinct. Check the applicable confirmation, provider, time, modality and location. A payment notification alone does not confirm that a doctor accepted the appointment. A reminder is a convenience. Providers must notify users of material delays or changes and support appropriate alternatives. EzzyCare will take reasonable steps to maintain the Platform and inform affected users of material disruption when practicable. Where a failure prevents delivery, apply the patient remedies in Part 2 and the applicable business settlement rules. Do not move a session to a personal account or insecure channel to bypass verification, privacy or the chaperone requirement.
EzzyCare’s published Privacy Policy applies to Platform data. The relevant provider must issue or make available its own information on clinical privacy and records. Each party must handle information only for authorised purposes, use proportionate security and give effect to applicable access, correction, objection, erasure and complaint rights. Some information may be retained for lawful recordkeeping, payment reconciliation, patient safety, disputes or other lawful grounds. Account deletion does not automatically remove records that a provider must retain.
The provider must identify a lawful basis and any additional condition required for sensitive data. Ordinary booking acceptance is not a general authorisation to share a patient’s health history. Use approved secure channels and limit disclosures to people who need the information for an authorised purpose. Sponsor or insurer participation does not automatically entitle it to consultation content. A chaperone’s consent to attend does not grant access to the patient’s file. The patient’s permission to have a third party present does not permit that person to record, publish or share clinical information.
No participant may make, enable or share any routine recording, screenshot, photograph, live stream, automated transcript or AI note capture of an appointment. If a specific clinical capture is necessary and permitted, the provider must use an approved clinical process, explain purpose and storage, obtain separate informed written consent where required, obtain any other permissions required by law, and record its decision. Any capture required by law must be narrowly scoped and securely handled. This clause does not restrict lawfully preserving evidence, complying with a court order, obtaining legal advice or making a protected disclosure. No hidden recording is permitted as a Platform feature. Appropriate records of attendance and consent may be retained without recording consultation content.
Payment processors, video infrastructure and other vendors may support Platform services. EzzyCare will identify material third-party dependencies where relevant. Their separate terms apply to their own services to the extent properly disclosed and applicable. Their involvement does not remove EzzyCare’s own obligations. A chaperone is a person present at the appointment and is different from a technology or payment vendor.
Use in-app support or call +234 912 424 0527 for booking, access, payment or safety concerns. Use the provider’s complaints channel for clinical concerns or contact both if responsibility is unclear. Give the booking reference, dates and a brief description. Send clinical evidence only through a secure channel agreed for the case. EzzyCare and the provider will acknowledge, route and investigate matters they are responsible for, preserve relevant records as required, and communicate next steps. Do not use these channels for emergencies.
You may approach the Medical and Dental Council of Nigeria (MDCN) about professional conduct, the relevant facility regulator about facility standards, the Federal Competition and Consumer Protection Commission (FCCPC) about consumer issues, or the Nigeria Data Protection Commission (NDPC) about privacy. Nothing requires exhaustion of internal channels before seeking urgent relief, going to a competent court or making a lawful report. A complaint can be made whether or not a chaperone attended. No party may retaliate for a good-faith report.
EzzyCare may restrict access for a credible safety, security, licensing, legal, fraud or material contract concern, using measures proportionate to the risk. Where safe and lawful, give reasons, a review route and reasonable opportunity to correct the issue. Immediate restriction may be appropriate to prevent harm or comply with law. Coordinate existing appointments, safe handovers and refund or settlement obligations. Keep only data required or justified by law and the published retention policy.
EzzyCare will provide reasonable advance notice of material changes and obtain fresh affirmative acceptance where required. A change does not retrospectively alter an accepted price, charge, accrued right or existing remedy without lawful agreement. Emergency changes required by law or safety may take effect sooner with notice as soon as practicable. Parties may stop future use, subject to ongoing payment, confidentiality, recordkeeping and care continuity duties.
Each party is responsible to the extent the law attributes a loss to its acts, omissions, staff or agents. EzzyCare does not give clinical advice in its role as Platform operator. Doctors and hospitals do not assume liability for EzzyCare’s platform or payment failures solely because they use its services. A chaperone’s attendance, absence, conduct or signature does not transfer responsibility for professional practice or Platform operations. No term excludes a duty or remedy that cannot lawfully be excluded. This includes applicable duties concerning negligent or defective service, fraud, misrepresentation, privacy, safety and consumer redress. There is no blanket waiver, release or patient indemnity.
Nigerian law governs. Subject to mandatory venue and jurisdiction rules, disputes may be brought before a competent Nigerian court. Voluntary mediation is available by agreement. Any separate business dispute clause must preserve patient claims, regulator powers and urgent relief. Notices may be sent through the Platform, by the registered email or to the physical address stated in a signed agreement where appropriate. Formal legal service must comply with applicable law. If a clause is unenforceable, the rest continues to the extent the agreement remains workable. A party’s delay in exercising a right does not of itself waive it.
EzzyCare will make the terms applicable to the user’s role available before acceptance. The acceptance process may require the user to select an affirmative control or provide another lawful signature. EzzyCare may retain the version accepted, role, account identifier, time, transaction identifier and other proportionate evidence needed to show acceptance. A user may request a copy of the applicable terms and booking record through support. The parties may use these records as evidence, subject to applicable rules of evidence and the ability to show an error or unauthorised acceptance.
A clinical permission must identify the decision to which it relates. A general account acceptance does not authorise a clinician to perform an examination or a booking agent to consent on behalf of a patient. Where an acknowledgement is given by a representative, the record must identify that capacity. Where paper or another approved method is necessary, the provider will preserve the relevant record and link it to the appointment without uploading unnecessary clinical information.
The parties will take reasonable steps to ensure notices are accessible. The date or time shown in a user’s local device does not vary the time stated in a booking confirmation. If a system displays conflicting times or prices, the parties will check the records before imposing a charge or treating the patient as absent.
Keep your email address and phone number current so security notices can reach you. Use the account recovery method EzzyCare offers. EzzyCare may ask for proportionate verification before restoring access, changing a registered telephone number or transferring permissions. An account holder must notify EzzyCare if a device is lost, a verification message arrives unexpectedly or another person may have gained access. EzzyCare may secure the account, revoke sessions and require additional checks while it investigates. Users may challenge a security restriction through support.
A representative or staff member may access only the functions and records authorised for their role. Permission to make an appointment does not grant permission to access a clinical chart, consent to treatment, release information or change payout details. When authority ends, the delegating party must withdraw the permission and notify EzzyCare or the provider as appropriate. A person who has lost authority must stop acting for the account immediately. Existing bookings will be handled in accordance with the patient’s instructions, applicable authority and continuity duties.
EzzyCare will never require a user to share a password or payment PIN with a clinician, booking agent or chaperone. If a call or message asks for money or credentials outside an approved channel, verify the request using the Platform or the provider’s independently confirmed contact details. Report suspected misuse promptly and preserve the transaction or appointment reference.
EzzyCare and the provider may use permitted service communications for confirmations, time changes, security alerts, receipts, support and care coordination. Where offered, users may choose an appropriate language, format or safe contact method. The clinician or hospital is responsible for decisions about communicating results or clinical instructions. A patient who needs a confidential callback may inform the provider directly. The provider must take reasonable steps to confirm the recipient before releasing sensitive information.
Administrative notifications may be delayed, fail or be visible on a shared device. Check the Platform or the provider’s confirmed channel for the current appointment status. EzzyCare will use proportionate content in notifications it controls and will distinguish service notices from promotional messages. Marketing communications will be handled in accordance with applicable permissions and the Privacy Policy. Withdrawing permission for marketing does not stop essential notices related to an existing booking or the security of the account.
A message sent to support or an ordinary booking inbox is not an appropriate method for urgent medical advice. A message forwarding a prescription, result or referral does not make EzzyCare the issuer. Where a message appears to disclose another person’s information, stop further sharing and report the issue securely.
The Platform may show professional profiles, appointment categories, locations, estimated fees and general educational content. This information supports navigation and booking. The provider remains responsible for advice given during the clinical encounter and for maintaining an accurate clinical record. Ask the provider about the suitability of a service, an instruction that conflicts with another instruction, or an apparent error in a clinical document. EzzyCare may correct administrative information and route a clinical issue to the proper provider.
If the Platform displays ratings, reviews or sponsored material, EzzyCare may use moderation and labelling appropriate to the feature. An account may not post a review for another person, offer a reward for favourable feedback, threaten a reviewer or publish identifying health information. EzzyCare may withhold a review while investigating privacy, manipulation or safety concerns. Neither an average rating nor the number of completed bookings establishes that a doctor is suitable for an individual condition.
If a material interruption prevents an appointment, the parties will distinguish an ordinary technical interruption from an emergency, suspected security incident or clinical reason to stop. The clinician will determine what immediate care instructions or referral are needed. The parties will restore a safe connection or arrange an alternative where appropriate. They will record the outcome accurately and apply any refund or rescheduling rights that arise.
A party is excused from an affected non-monetary contractual obligation only to the extent performance is genuinely prevented by an event beyond its reasonable control and the party has taken reasonable steps to reduce the disruption. The affected party will notify the other when practicable and resume performance when able. This provision does not remove duties to protect patients or personal data, make payments already due, or provide a remedy required by law. It does not excuse failure to take reasonable precautions or arrange continuity where those duties apply.
A user may not transfer a personal account, a patient’s appointment or authority to access records without lawful authorisation and acceptance by the party required to perform the service. A change of clinician or hospital must be disclosed to the patient and managed under the applicable booking, clinical and privacy requirements. EzzyCare may transfer this agreement as part of a lawful restructuring or transfer of its business, subject to notice where required, applicable data protection duties and preservation of accrued rights.
A patient can rely on these terms when making a complaint or seeking a remedy. A doctor, hospital or other business may enforce rights granted to it under its own agreement or as otherwise permitted by law. Contractual arrangements between EzzyCare and a provider do not determine whether an individual may claim under statutory or professional rules. Ending the agreement does not remove terms that must continue to give effect to existing transactions, lawful records, privacy, payment or claims.
Create an independent patient account only if you are at least 18 and have capacity to contract. A parent, guardian or other legally authorised representative may use the approved process to arrange care for a minor or other person they can lawfully represent. Do not assume payment, marriage, family status or caregiver status gives authority to make medical decisions or view records. The provider may request suitable evidence and must consider capacity, the patient’s wishes, applicable child protection law and the patient’s best interests. The child or dependent should participate in decisions to the extent appropriate.
Use accurate identifiers, contact information and your actual location. Give clinically relevant information directly to your provider, including medication, allergies, symptoms and other details reasonably needed for safe care. You may ask for accessibility help or arrange an interpreter through the provider. Do not expose health information in public profiles, general messaging or reviews. A booking agent can assist with scheduling within their role. They cannot give clinical consent on your behalf without separate lawful authority.
Before booking, plan for a suitable trusted adult to attend the consultation with you, or ask the provider or hospital to arrange a suitable person you freely accept. Tell them if you cannot identify someone, need an interpreter or accommodation, want a trained chaperone, or would feel unsafe with the person proposed. You do not have to tell a booking agent why you need help or disclose details about your condition. A relative, friend or caregiver may accompany you for a routine consultation if suitable and freely accepted. A formal examination or safeguarding chaperone may require separate training and independence, as described in Schedule A.
At the start you will be asked to confirm the person’s identity or role, that they may see or hear specified parts of the consultation, and that you consent to any necessary disclosure. You can refuse a particular person or withdraw consent at any time. If that happens, the provider will stop routine care, arrange a suitable replacement if possible, or offer a safe alternative or rescheduling. An immediate safety issue will be handled under Schedule A. The person has no automatic right to your records or to speak or make decisions for you.
For video, use a private location, confirm all attendees on both ends, and keep the approved third party able to see and hear the encounter as appropriate. Use the provider’s approved setup. Where separate joining is unavailable, the person must join in a suitable private room with you or the provider as agreed. At a clinic or home visit, the third party must be in the consultation space with positioning appropriate to dignity and clinical need. If the third party leaves, cannot observe or loses connection, notify the clinician immediately. Follow Schedule A if it is unsafe to alert the person present.
You may ask who is responsible for your care, what the clinician proposes, why it is needed, what risks, costs and alternatives apply, and what may happen if you refuse. You can decline treatment, change your mind, ask the provider to stop, or seek another opinion. Consent to a booking or a chaperone is separate from treatment consent. A video consultation may be insufficient and may result in referral to a clinic, emergency department or other service. No consultation guarantees a prescription, certificate, diagnosis, referral, medicine or health outcome. Follow the instructions given by your clinician and seek timely further care if your condition worsens.
An intimate or otherwise sensitive examination requires safeguards in addition to routine attendance. Tell the clinician if you are uncomfortable. You may request a trained chaperone or an in-person alternative. Do not send intimate images or display intimate areas through ordinary chat or consumer messaging. The provider will decide whether a specific assessment can safely take place and what safeguards apply. Any test, medicine, procedure or follow-up offered as a separate service requires its own cost disclosure and appropriate consent.
Before you commit, the booking interface or authorised booking agent must disclose the total amount due, the identifiable provider, consultation and platform charges where applicable, taxes or other charges that apply, and the relevant cancellation conditions. If no payment is due now, any known co-payment or other charge and how it will be determined should be explained. You are only responsible for charges that were properly disclosed and lawfully payable. A confirmed booking price will not be increased without your agreement or a lawful basis. Ask for a receipt or itemised record if you need one.
Pay only through authorised channels. A payment provider may process your transaction. We use the transaction reference and status to reconcile payments, refunds and disputes. Do not share your PIN, password or one-time code. If an insurer, HMO, employer or sponsor may pay, confirm cover, eligibility and any authorisation or referral with the appropriate organisation. A listing, request or appointment acceptance is not confirmation of cover. Where payment is declined, the provider should explain the decision and any self-pay option before charging you. A platform subscription paid by a hospital does not itself create a patient fee.
You may cancel an advance booking through the Platform or support. Any cancellation or no-show charge must be disclosed in advance, lawful and reasonable in the circumstances. Its assessment may take account of the nature of the service, the notice given, whether a replacement booking could reasonably be found, and relevant industry practice. If death or hospitalisation prevents the person for whom the booking was made from attending, no cancellation fee is payable where the FCCPA applies. A no-show label does not settle who was at fault or whether a charge is justified.
If the provider cancels or fails to supply the appointment, a provider-arranged third party does not attend, or a Platform or provider-side failure prevents delivery, you may choose a suitable rescheduling at no additional charge or a full refund of amounts paid for the undelivered appointment, subject to any greater rights at law. If a suitable third party cannot be provided or accepted for privacy, safety or accessibility reasons, offer an appropriate alternative or a refund where no service was supplied, without a punitive charge. Where a patient simply fails to attend or bring an agreed third party without notice, any charge must satisfy the disclosed reasonable cancellation rule. Emergency and safeguarding circumstances take priority over collecting a fee.
If a session stops partway, the provider should document what was safely delivered. EzzyCare and the provider will review the reason for stopping, usable service received, any lawful charge and applicable refund or repeat-consultation remedy. Do not mark an undelivered visit complete to avoid refunding it. If a fee is disputed, use support with the booking and payment references. Refunds normally go to the original payment method or the party that funded the charge where lawful, with a status update and estimated timing. We will explain where bank processing affects timing. Statutory remedies and available payment disputes remain open.
Respect the provider, chaperone and other patients. Keep credentials and call links private. You may provide honest feedback without disclosing another person’s private data. Ask the provider for care instructions and relevant clinical records through its secure process. An administrative booking confirmation is not a medical record or a substitute for a provider’s instructions. Use Part 1 to report a concern, including where a third party was absent, someone made you uncomfortable or you believe an appointment was completed without proper consent.
A booking may be requested, accepted, rejected, cancelled, rescheduled, partly delivered or completed. Review the booking summary before paying. A summary should state the named provider or facility, appointment type and place or joining instructions, scheduled time, applicable payment arrangement and any requirements relevant to attendance. Tell the provider promptly if the patient’s identity, appointment type, location or authorised representative shown is wrong. An invitation from a relative or employer does not establish a booking without the relevant acceptance.
If the provider needs to make a material change, it will tell you what changed and why when practicable. Where the proposed change affects the provider, modality, timing, site or price in a way that matters to your decision, you may accept it or choose the applicable alternative under clause 2.5. Your payment for the first appointment does not by itself confirm acceptance of another clinician, a different visit or an additional fee. Clinically appropriate referral may be advised independently of these booking choices.
When possible, notify the provider of a late arrival or inability to connect. If the clinician can safely deliver only a shortened appointment, the clinician must explain the limitation and agree an appropriate plan. The provider will record what happened and any charge will be assessed under clause 2.5. Waiting or answering identity questions does not by itself establish a completed consultation.
Use a device and connection that allow the clinician to communicate adequately with you and verify the approved third party. Tell the clinician if you cannot hear or see clearly, if the setting is unsafe, or if someone else can hear or view the consultation. Use headphones or another suitable arrangement if it protects privacy without preventing the approved person from performing the agreed role. Do not join from a place where privacy or your ability to participate safely is compromised, such as while driving.
The clinician may need to know your current location and a safe way to contact you if the call drops. If a video call ends unexpectedly, check the instructions given and use the agreed secure route to reconnect. At reconnection the clinician will confirm participants and determine whether the encounter can resume. If a health issue becomes urgent while the call is interrupted, seek emergency care under clause 1.4 instead of relying on a callback. Video may be inappropriate for some symptoms, examinations and emergencies. The clinician may advise in-person care.
For a clinic visit, follow the provider’s check-in instructions and tell staff that you need an approved third party if one has not been arranged. Ask who the provider is and raise any concern about a proposed observer privately where possible. Check-in, screening and a clinical consultation may occur in different rooms. Tell staff before moving to a setting where the approved person can no longer observe or participate as agreed.
For a home visit, provide an accurate service address and confirm the patient’s preferred safe contact method. A provider may decline or rearrange a routine visit if the premises, equipment, staffing or third-party arrangements are unsuitable. The provider must offer any applicable remedy and explain an appropriate alternative. Confirm the visiting clinician’s identity through the agreed method before giving access. Home visits are subject to the clinician’s assessment of what can safely be provided in the home.
Travel fees or services outside the stated appointment must be disclosed and agreed before being charged, subject to law. Where a service cannot be provided at the agreed location, the provider will explain next steps and apply clause 2.5 where relevant. Arrival at a facility or a home does not authorise any examination, photograph or admission of another person to the encounter.
You may communicate language, disability, communication, mobility or privacy needs when arranging an appointment. You may ask for a different third party, a person of a preferred gender where available, an interpreter, or another appointment arrangement. EzzyCare and the provider will address requests relevant to the functions they control, assess reasonable accommodations and explain safe alternatives if a preference cannot be met. You may ask for a private channel to explain a safety concern. A booking agent may record only the assistance requested and information necessary to arrange it.
If the person accompanying you may be unsafe or you cannot speak freely, you may decline to have them present, ask to speak privately or seek another appropriate service. If disclosing your concern in front of that person is unsafe, use a safe alternative contact method when you can. The clinician will apply Schedule A. An appointment restriction arising from the absence of a suitable person must be applied consistently with emergency, non-discrimination and safeguarding duties and with the available remedies in clause 2.5.
Ask your clinician how and when they intend to communicate material results, what follow-up is planned, and what action to take if your condition changes. If you cannot understand a result or instruction, contact the responsible clinician. Keep your own copy of a prescription, referral or other document where lawfully provided. The clinician decides whether additional testing, review or in-person care is needed and whether a separate appointment is clinically appropriate.
Where a pharmacy, laboratory, imaging centre or another service is separately engaged, check the identity, fees, opening hours and requirements of that service. Any document delivered through the Platform remains subject to the provider’s professional obligations and applicable rules. EzzyCare does not alter a clinical instruction in response to a support request. A provider who made a clinical error must address it through the appropriate clinical process and communicate corrections safely.
Your payment record should identify the booking or invoice, currency, amount, payment status and reference. If you are charged twice or the bank shows a debit while the Platform shows a failed payment, report the discrepancy before making another payment where practicable. EzzyCare will check information reasonably available to it, coordinate with the provider or payment partner and tell you the next step. Do not send full card details or payment authentication codes when reporting an issue.
If someone else funds the appointment, that person is entitled only to the payment information or refund rights that follow from the funding arrangement and applicable law. They do not automatically gain access to clinical information. If more than one source contributed, the parties will reconcile refunds against the documented contributions or as required by law. A promotional credit will be handled under its disclosed terms and applicable rights. A billing dispute does not prejudice an emergency treatment duty or prevent you from seeking redress.
You can decline an optional disclosure or ask the clinician to explain the scope of a proposed disclosure. If you withdraw permission for a third party, it applies to future participation. Information already lawfully received remains subject to confidentiality and applicable law. Ask the provider to record a changed permission and verify who can remain in the room or call. The clinician will apply the pause and safety rules in Schedule A.
You may request access or correction through the organisation responsible for the relevant record. The organisation may need to verify identity or authority and may apply a lawful exception. A correction to an administrative field does not erase a contemporaneous clinical entry. Where appropriate, the provider may add a dated correction or explanatory note. Requests about the Platform’s processing may be directed to EzzyCare, and requests about clinical records to the provider.
You may request account closure through the available settings or support. Before closure, obtain any needed copies and arrange how to follow up on an open episode of care. EzzyCare will tell you how closure affects active bookings, refunds and lawful retention. The provider remains responsible for records and clinical continuity under its own obligations. Where your representative’s access is withdrawn, existing payments, appointments and requests will be handled under the applicable booking conditions and lawful patient instructions.
A complaint, claim or statutory right is not extinguished solely because you close your account. If you cannot use the Platform, contact EzzyCare or the provider through another published route. Neither may condition a required clinical record, applicable refund or lawful remedy on opening a new account or accepting unrelated terms.
Provide authentic identity documents, MDCN registration and current practising licence, relevant qualifications, scope or specialty, practice locations and facility privileges where relevant. Permit proportionate verification with primary sources and periodic rechecks. Keep information current and notify EzzyCare and any responsible hospital immediately if a licence, privilege, scope, insurance or ability to practise is restricted, lapses or is investigated in a way material to safe practice. Stop accepting affected bookings until eligibility is restored. Where working under a hospital, maintain separate individual credentials and authorisation. Hospital approval does not substitute for personal licensure.
Maintain appropriate professional indemnity or malpractice cover for the actual services, including video, clinic and home visits and the territories in which you practise, as applicable. Confirm whether cover is personal, facility-provided or both. Where the Order Form requires proof, supply a current certificate and evidence of scope. Notify EzzyCare of relevant cancellation or coverage gaps and arrange continuing or run-off protection where applicable to claims-made cover. Insurance does not limit legal liability or substitute for clinical safeguards.
You are responsible for your clinical judgment, examination, diagnosis, treatment, lawful prescribing, referrals, communications, health records and continuity of care. Practise only within your competence, lawful authority and available resources. Apply MDCN ethics and professional standards, applicable laws and the relevant facility’s clinical rules. Explain the patient’s condition where appropriate, options, risks, costs, consequences and refusal rights in a form the patient can understand. Seek proper informed consent. Keep the hospital informed within lawful channels where it is responsible for the encounter.
Video care requires the same professional judgment and appropriate clinical standard as the situation demands. Confirm who the patient is, where they are, the identity of any representative and a safe callback method. Decide whether the modality is appropriate, including where examination, a test, emergency evaluation, an interpreter or in-person follow-up is needed. Stop if information, technology, privacy or your ability to assess is inadequate. Do not prescribe controlled or otherwise restricted medicines or issue documents unless authorised and clinically justified. Specify safety-net advice and follow-up, document referrals and avoid abandoning a patient when ending an unsuitable encounter.
Before any routine clinical consultation begins, verify and introduce the accepted adult third party, confirm consent for their presence and any disclosure, and confirm the person can observe appropriately. Record the checks and apply the start and stop rules in Schedule A. A patient’s pre-booking tick, hospital staffing assurance or name on a list does not replace your own check. You are responsible for confirming that conditions remain adequate, including after a reconnection or change of modality. Do not falsify attendance, instruct anyone to bypass the control, or proceed with routine care once it fails.
Use a trained impartial formal chaperone when required by law, professional rules, clinical judgment, facility policy or Schedule A. A relative, guardian, booking agent, interpreter or member of your team does not qualify for the formal role solely because of their title or presence. An appropriately trained staff member can qualify where able to act impartially, free of pressure, and accepted by the patient. Respect patient preferences and protect dignity. If the patient declines the proposed person, pause and offer alternatives. If a private safety check or emergency response is required, follow the limited procedure in Schedule A and record why it was necessary. Never use the rule to delay legally required emergency care.
Keep a contemporaneous clinical record with the information needed for safe care. Record the modality, identity and location checks, clinical consent, chaperone identity and role, how presence was verified, changes or refusals, any limited exception, examination, outcomes, advice and follow-up. Keep confidential clinical detail in the clinical record. Share only the minimum booking or safety information needed with EzzyCare. Do not put diagnoses or abuse narratives in general booking notes. Use approved accounts and channels, restrict access, and comply with lawful record transfer, retention and audit duties.
Report suspected misconduct, unsafe appointments, an unauthorised observer, lost credentials or privacy incidents promptly through the appropriate clinical, safeguarding or Platform route. Preserve records and cooperate with lawful investigations and patient access. The duty to report to a regulator, authority or insurer remains yours where applicable. Do not seek to deter complaints, make records inaccessible, or condition care on withdrawal of a report.
Maintain accurate listings, professional titles, service scope, available slots, fees and accepted payment arrangements. Accept a request only where you can reasonably deliver it. Give timely notice of delays, cancellations, modality changes, leave or changes in privileges. Update appointment status accurately. A clinical referral, incomplete session, cancelled booking and missed visit require separate status entries. Where a hospital supplies the appointment, use its authorised price and settlement instructions. Do not seek unapproved cash, hidden fees, duplicate payments, or collect a charge for undelivered care. Legitimate referral, continuity and follow-up remain permitted.
Your signed Order Form specifies commissions or fees, settlement recipients and timing, taxes, refunds, supported services and applicable plan rules. If the hospital is the contracting payee, its agreement governs facility settlement and your remuneration is a matter between you and the facility. Do not list commission-inclusive and separate fees in a way that charges the patient twice. A disputed payout does not justify withholding emergency care or records, falsifying completion, or billing the patient a second time.
You remain responsible for your clinical work, confidentiality, misconduct, credentials, authorised personnel and duties under Schedule A. In a lawful business-to-business relationship, you will indemnify EzzyCare against third-party claims and reasonable, evidenced defence costs to the extent caused by your negligence, wilful misconduct, material breach of these terms, unlawful practice, or unauthorised disclosure by you or persons you control. EzzyCare remains responsible for its own attributable acts and omissions. Where more than one party caused the loss, allocate responsibility in proportion to their contribution. This clause does not alter a patient’s rights, require indemnity for another party’s fault or displace mandatory statutory rules.
The party seeking indemnity will give prompt notice where practicable, permit reasonable defence participation and provide proportionate cooperation, subject to confidentiality, privilege, patient safety and lawful disclosure. Delay reduces the obligation only to the extent it causes material prejudice. No settlement may admit the other party’s fault, impose non-financial duties or impair patient rights without appropriate agreement. No cap applies to any liability that law prohibits limiting. Any cap on ordinary business-only contractual claims must be stated in an expressly agreed Order Form and cannot restrict patient remedies, fraud, wilful misconduct, or liability for gross negligence or death or personal injury caused by negligence. No cap is implied if none was agreed. Subject to the same process and protections, EzzyCare will indemnify the contracting doctor or hospital against third-party claims and reasonable, evidenced defence costs to the extent caused by EzzyCare’s negligence, wilful misconduct, or material breach of its Platform security, data handling or payment obligations. This does not shift the provider’s clinical risk to EzzyCare.
EzzyCare may suspend booking where eligibility, patient safety, insurance, conduct, data security or regulatory requirements are materially in doubt. Where safe and lawful, the doctor may respond and seek review. Provide reasonable cooperation on open appointments, safe handover, prescription or test follow-up, patient communication, records access, refunds and reconciliation. End of access does not end professional duties or erase pending responsibilities. A doctor authorised by a hospital must notify it of departure and may not retain access to its account.
At the start of the encounter, use proportionate methods to establish that the person present is the patient shown in the booking and that any representative may act for that person. Confirm what role each attendee is performing. A device, payment reference or login alone does not prove identity or authority. Where identity cannot be established safely, do not disclose records or proceed with elective care. Determine whether urgent assessment or referral is nevertheless needed and document the outcome.
The doctor must determine whether the patient’s presentation, communication needs and available equipment permit an adequate consultation. Take account of relevant history, existing treatment, access to examinations or tests, and the patient’s ability to follow instructions. A booking label, an automated search result or a request to continue by video does not determine clinical suitability. If care moves between video and in person, explain why, confirm the provider and terms of any replacement booking, and document chaperone arrangements for the new encounter.
If more than one clinician participates, identify the treating clinician, any supervisor and any person who is observing for another purpose. A student, trainee or observer requires the permissions applicable to that role. The presence of a second clinician or trainee does not by itself satisfy the chaperone requirement. A formal chaperone must be able to observe independently of the person carrying out the examination.
Prescribe or issue a medical certificate only after an assessment adequate for the purpose and where authorised to do so. Confirm allergies, relevant medicines and other facts reasonably needed to manage risk. Provide instructions in a form the patient can understand and identify when review is needed. Follow applicable rules on drug restrictions, prescription transmission and patient identity. Refuse improper requests for certificates, prescription changes or documentation of an encounter that did not take place.
Where results or reports are expected, make clear who will receive, review and communicate them and how urgent findings will be escalated. Where responsibility transfers, provide a clinically sufficient handover through an authorised channel. Do not assume a booking notification or a copy sent to EzzyCare constitutes acceptance of a handover. If the patient declines recommended care, record the discussion, any relevant capacity assessment and the safety advice provided.
If an issued instruction needs correction, take reasonable steps to notify the patient and affected provider promptly. Preserve the original record and the dated correction. Do not erase or alter the original clinical entry to conceal a mistake or change the record of attendance. Administrative or clinical corrections should be recorded separately according to the functions of the respective systems.
Record who created or amended a clinical entry and when, using the approved record system. A note written after the encounter must be identified as such where appropriate. Where a regulator, law enforcement body, insurer or other party requests information, verify the requester, the authority or lawful basis, the scope and any restrictions before disclosure. Refer ambiguous requests to the responsible records or privacy lead. Use a secure method and retain an appropriate record of what was provided.
The doctor must use Platform access only in connection with assigned care, authorised administrative duties or another lawful and documented purpose. Access to a record from a previous employer or facility ends when the authority for that access ends. A doctor who needs the record for a lawful follow-up or defence should request it through the responsible custodian. Do not export, copy or retain records on a personal device solely because they were available through a professional account.
An absence of clinical documentation in the Platform does not excuse recordkeeping in the doctor’s or facility’s approved system. EzzyCare’s records of appointment events or message delivery do not replace clinical notes. If records are held in more than one system, the doctor and facility must identify the authoritative record and ensure clinically relevant updates reach it through approved processes.
Use patient details for authorised care and related lawful functions. Do not use booking data to initiate personal contact, solicit an unrelated service, pursue a relationship or solicit an improper payment. Communicate professional boundaries during care and respond appropriately to threatening or coercive behaviour. Where a routine appointment cannot safely continue, follow the facility’s safety process, document what occurred and arrange clinically appropriate handover or referral. Statutory duties concerning emergencies and safeguarding continue to apply.
Where the doctor’s personal financial interest, relationship or role could materially affect the patient’s decision, disclose and manage it as required by professional rules. A referral must be made on clinically appropriate grounds. Do not make a referral contingent on a payment, promotional benefit or the use of a particular commercial channel. The doctor may use authorised channels for legitimate follow-up and emergency escalation, subject to privacy, safety and documentation requirements.
Publish only appointment slots that can be staffed and delivered for the indicated location and mode. Make reasonable arrangements for unexpected absence, referral and follow-up. If the doctor uses both a private practice account and a hospital account, ensure the patient is booked under the responsible service. Do not move a patient’s record or payment from one practice to another without the required authority and an accurate transaction record.
Keep clinical and administrative schedules accurate. A person authorised to help with scheduling may carry out assigned administrative tasks, but clinical acceptance, mode selection and assessment remain subject to appropriate clinical authority. If a substitute clinician is proposed, identify the substitute to the patient, confirm their credentialing and whether they can safely take over, and follow the applicable booking and consent process.
The doctor will reasonably cooperate when EzzyCare or the responsible facility reconciles an appointment that appears duplicated, improperly completed, affected by a technical outage or inconsistent with the verified attendance record. Supply the minimum information needed to establish the chronology and the work performed. Where relevant, identify whether a cancellation, partial service or referral was recorded. A financial reconciliation does not determine whether the clinical standard of care was met.
On reasonable request, provide proportionate evidence of current authority to practise, required insurance and compliance with the attendance protocol. If a reasonable review identifies a material discrepancy, correct the record, take steps to prevent recurrence and cooperate with proportionate restrictions under clause 3.7. Preserve any relevant records subject to law and applicable confidentiality obligations. The doctor may respond to a finding through the review route in Part 1.
The contracting entity must identify its registered legal name, signatory, relevant branches, trading names and regulatory authorisations. Maintain registration, facility licences, applicable certificates of standards and other approvals for each location, service and modality, including any FCT or state requirements. Supply proof where reasonably requested and notify EzzyCare promptly of material restrictions, suspensions, changes of ownership, closures or enforcement action affecting listed services. Confirm a medical director or equivalent accountable lead, an operational contact and privacy and safeguarding contacts. Facility approval and clinician licensing are separate checks.
The hospital remains responsible for its premises, equipment, staff, clinical governance, clinical services, infection control, continuity, recordkeeping and duties toward patients. It will verify clinician identity, professional licensing, specialty, privileges, and insurance before activating accounts, recheck them periodically and remove access when no longer authorised. Where an independent doctor uses its premises, identify responsibilities to patients and in the Order Form or applicable clinical arrangement. Neither arrangement removes statutory or common-law responsibility that attaches to the hospital’s actual conduct.
Assign individual accounts and permissions for medical directors, administrators, reception, booking agents, clinicians and finance staff. Apply least privilege, access review, staff training, timely offboarding, and verification for changes to bank details and settlement permissions. Booking agents may help create or update an authorised booking and communicate its terms. They may not assess clinical suitability, use a clinician’s login, accept treatment on behalf of a patient, approve an exception to chaperoning or mark a visit complete without a verified clinical record.
When booking for a patient, disclose the provider, price, status, appointment mode, chaperone requirement and cancellation terms before confirming. Record the patient’s or authorised representative’s agreement through the approved process and provide a copy or accessible confirmation. Escalate issues involving capacity, language access, clinical need or safety to appropriate staff. A facility must not upload a whole patient list or reuse contact details for marketing merely because it uses the Platform. Identify a lawful basis and give required notices for any permitted migration or outreach.
Appoint a lead for the chaperone protocol. Maintain a roster of screened, trained staff who can act impartially where a formal chaperone is required. Arrange a suitable chaperone when agreed with a patient and make a substitute available where reasonably practicable. In planning video and physical slots, accommodate disability, interpreter requirements and patient preferences including gender where reasonably possible. For home visits, confirm travel and staff safety arrangements, identity and a safe address. Do not publish an appointment flow the hospital cannot staff and safeguard.
Configure booking and check-in to communicate the requirement and flag absent or unsuitable third parties. Verify actual presence before routine care, record replacements and stop routine sessions when consent or observation fails. Make private safety screening possible when clinically or legally necessary. Review chaperone failures, train staff on escalation, and provide a non-retaliatory route to report unsafe care. Do not require a patient to accept a family member, staff member or other person who makes them feel unsafe. Do not charge a penalty when the hospital fails to provide an agreed chaperone. Facility personnel and clinicians must respond appropriately to emergencies even when administrative checks cannot be completed.
The signed Order Form must set the model actually agreed, which may be pay as you go, a monthly subscription or another agreed arrangement. State what counts as billable, the treatment of cancellations and reversals, any included volume and overage, accepted payment channels, any fee added to patient prices, taxes, payout recipient and timing, renewal and termination, and refunds and reconciliation. Clarify whether fees apply to provider-originated and patient-originated bookings, free or HMO visits, and mixed or sponsored appointments. Charge only an expressly agreed lawful fee. Neither party may pay or accept an improper referral inducement or fee-sharing arrangement. Protect patient-facing prices and lawful remedies regardless of the facility’s commercial arrangement.
The facility must disclose accurate fees and avoid duplicate collections or hidden charges. For insured or sponsored patients, confirm accreditation, authorisations and coverage under the applicable programme, identify lawful co-payments before charging and submit only information needed for the claim. Where an appointment is recorded for scheduling but paid elsewhere, use the enabled and authorised workflow. Do not label self-pay, sponsored and insurer receivables interchangeably. Patient funds must not be diverted to an unofficial account.
Online collection and payouts are carried out through the agreed licensed payment arrangements. Any dashboard “wallet” indicates the available settlement balance under the commercial agreement. Pending transactions, refunds, chargebacks, taxes and evidenced reserves may affect what is available. Use only a verified payout account for the entitled entity, with proportionate fraud checks. Explain material holds, disputed amounts, reasons and review timing where lawful. Reconcile transaction records, release undisputed amounts when due, and avoid offsetting unrelated patient funds. Nothing promises immediate settlement or authorises EzzyCare to take deposits or offer banking services outside a lawful approved arrangement.
Maintain appropriate cover for facility operations, professional and vicarious liability, and the actual modalities and locations offered. State agreed insurance requirements, limits and evidence in the Order Form. Confirm when doctors require their own cover and who manages claims. Maintain reasonable continuity and incident response plans for outages, staff changes, loss of credentials and serious adverse events. Notify relevant parties, regulators and insurers as required. Give EzzyCare prompt notice of incidents affecting shared appointments, platform security or public safety, using minimal disclosure and secure channels.
Allow proportionate checks of credentials, insurance, appointment compliance and applicable data obligations on reasonable notice, or promptly where a credible risk or legal request requires it. Checks should use the least sensitive evidence available and protect professional privilege and patient confidentiality. Do not disclose full case records unless lawful and necessary. The facility remains accountable for corrective action and for staff under its control.
Identify actual roles by purpose. The hospital is ordinarily responsible for its purposes in providing care, keeping clinical records, managing its staff and processing insurance claims. EzzyCare generally determines Platform account, marketplace, security, support and payment administration purposes. Where it processes patient data solely on the hospital’s documented instructions, enter into a written DPA before that processing. If purposes and means are jointly determined, document and communicate a lawful allocation of duties. Contract labels do not decide the real role.
The DPA must identify the processing subject matter, purposes, duration, categories of data and people, authorised instructions and access, confidentiality, security measures, subprocessors, rights assistance, incident escalation, transfers, record and audit rights, return or deletion at exit, and lawful retention or legal holds. Facility access to patient information must match assigned roles. Use restricted access for clinical data, review privileges, secure exports and log changes to sensitive records. No advertising, training of AI tools, resale, profiling or secondary use of patient information is permitted through the arrangement without an appropriate independent basis, lawful permissions and documented approval.
Report suspected personal data breaches without undue delay to the responsible controller, preserve relevant evidence and supply phased details as they become available. Each controller assesses and makes required notifications under applicable thresholds and time limits. A controller must notify the NDPC within 72 hours of becoming aware of a breach likely to risk individuals’ rights and freedoms, and communicate qualifying high-risk breaches to affected individuals as required. Review data flows and lawful transfer mechanisms before hosting or support outside Nigeria. Assess risk and complete any required impact assessment and controller or processor registration and filings.
To the extent permitted by law, the hospital will indemnify EzzyCare against third-party claims and reasonable evidenced defence costs to the extent caused by the hospital’s negligent acts or omissions, wilful misconduct, material breach, licensing failure, unauthorised disclosure, unsafe chaperone arrangements or acts of persons for whom the hospital is legally responsible. EzzyCare remains responsible for its attributable platform, security and payment obligations. Apply the notice, defence, settlement, shared-fault and mandatory-rights protections in clause 3.6 to this clause. Separate B2B limits apply only if validly agreed and never diminish patient remedies or regulatory obligations.
Upon suspension or termination, protect patients with existing appointments, stop new bookings if required, communicate alternatives, arrange a safe transfer or follow-up, and reconcile undisputed fees, refunds and payouts. Export records to the authorised recipient and remove staff credentials. Return, delete or retain data in accordance with law and the agreed DPA. Clinical records, complaint handling, confidentiality, tax records, legal holds and other obligations that must continue remain enforceable.
The hospital’s enrolment must identify the legal entity responsible for each participating location and the person authorised to sign and manage the service. Where a corporate group has more than one operating entity, a facility may be added only with the authority and allocation of responsibilities needed for its own care, records, fees and settlement. A branch name or group listing does not make a different legal entity the supplier of a service without an applicable agreement.
Provide accurate information about services, locations, ordinary operating hours, appointment eligibility, language and access arrangements, and any material limitations. Change or withdraw a listing when authorisation, equipment, clinical capability or staffing no longer permits the advertised service. Notify EzzyCare and affected patients of material changes using the appropriate administrative and clinical channels. An update to the listing alone does not cancel existing bookings or discharge continuity obligations.
The hospital will identify the sites and appointment types included in its Order Form and tell EzzyCare when it seeks to add, remove or materially change one. EzzyCare may seek reasonably necessary documentary evidence before enabling a change. Any new commercial or data arrangement must be agreed by persons with authority before it is used.
Maintain schedules that accurately reflect clinician availability, the time and resources needed for the appointment, and third-party coverage. If a clinician works across branches or offers multiple appointment modes, keep calendars coordinated to prevent conflicting bookings. Assess reasonable accommodation requests and do not use Platform settings to apply a blanket exclusion to a patient group in breach of law.
Separate scheduling rules from clinical prioritisation. Administrative staff may implement an approved booking rule and direct a clinical question to a qualified practitioner. The hospital must have an appropriate route for triage, escalation and handover. Do not represent an online queue, an urgent request or a scheduled video slot as a substitute for the emergency care the hospital is legally required to provide.
When a facility cannot honour a booking, act promptly to notify the patient, offer a clinically appropriate alternative where possible and administer the applicable remedy. If appointments are moved in bulk because of a disruption, take account of the clinical consequences for each patient, protect confidentiality in communications and record which patients were reached. Ensure that time-sensitive follow-ups and pending tests are assigned to an appropriate clinician.
The hospital will maintain an accountable administrator for staff access and identify the scope of authority for each role. Authorise staff to make or alter bookings, communicate permitted information, review transactions or access records only to the extent needed. Protect sensitive changes with appropriate approval and verification. A person permitted to change a payout account should not be the only person able to approve the change where separation of duties is reasonably available.
Train staff on accessible communications, acceptance of booking terms, confidentiality, patient identity and escalation. Booking staff must explain material terms accurately, avoid collecting clinical details in general notes and refer clinical questions promptly. The hospital remains responsible for the conduct of staff and contractors acting under its authority, subject to the law and the responsibilities of other parties.
Review access when a person changes role or leaves. Disable unnecessary accounts promptly, verify that existing appointments and records have an authorised owner, and investigate suspected misuse. Any temporary access granted to support or visiting staff must be limited in duration, purpose and scope. Keep a record of who authorised access and which functions were assigned.
The hospital will maintain clinical procedures appropriate to its services, including patient identification, informed consent, infection prevention, emergency care, safeguarding, complaints and clinical handover. Assign responsibility for review of results, prescriptions, referrals and continuity when care involves multiple clinicians or sites. Tell the patient which facility or clinician is responsible for their episode of care where that is material to the patient’s understanding.
If a patient is transferred to another facility or doctor, obtain any necessary permission and share information securely on an appropriate legal basis. A booking transfer or change in payer does not transfer clinical responsibility without an appropriate handover. If the receiving provider has not accepted responsibility, the transferring facility must take reasonable steps to address continuity and communicate the position to the patient.
Where a clinical incident occurs, take measures appropriate to the risk, including patient support and communication, record preservation, investigation and notification as required. EzzyCare may request the administrative facts it needs to address a Platform problem or patient complaint. The hospital must distinguish those facts from confidential clinical material and disclose the latter only where lawful and necessary.
Where the hospital supplies a third party or formal chaperone, it will allocate a person who can discharge the role safely, act appropriately if concerned and keep information confidential. Maintain a process for training, competency checks, assignment and replacement. Identify when observation is impaired by a staffing duty, physical layout, connection issue or conflict. Ensure the person can stop or escalate an unsafe encounter without retaliation.
The hospital will ensure arrangements for video, clinic and home appointments allow the clinician to verify the approved third party. An individual who has undertaken booking or payment duties may not enter the encounter merely because they are a staff member. The patient must know who is present and why. Schedule A governs the person’s suitability and the response where the patient declines or withdraws permission. Do not place a patient in a room or call where a person can observe without being disclosed.
Offer a private route for a patient to raise concerns before, during or after a visit. If concerns relate to coercion, abuse or an unsuitable observer, escalate them to the appropriate clinical or safeguarding lead. Investigate material breaches of the protocol, preserve records and take corrective action. The hospital must cooperate with any lawful regulatory inquiry and notify EzzyCare of matters affecting the shared booking or safety process as appropriate.
The applicable Order Form determines whether a hospital is charged a subscription, an agreed lawful platform charge, another expressly agreed fee or a combination. Distinguish the hospital’s consultation fee from amounts charged for Platform services. If the hospital chooses an appointment-volume plan, the Order Form must define the event that counts, how it is identified, which channels and appointment types are covered, and whether amendments, cancellations, no-shows or reversals affect the count.
Where agreed terms count accepted appointments, duplicate entries and a move of the same appointment must be treated under the documented counting rule. Changing the status after acceptance does not itself change an agreed billable event. A void or erroneous entry must be considered under the applicable reconciliation rules. A change to rates, tier, renewal or included volume requires the notice or agreement provided for in the Order Form and applicable law. Future plan changes must not be presented as if they were already accepted.
Give patients or their authorised representatives the applicable appointment price and cancellation conditions before commitment. If the hospital authorises a waiver, returning-patient rate, sponsored visit or other adjustment, record it accurately and apply the corresponding payment and reconciliation workflow. Do not raise a patient balance merely because a hospital’s included volume was exceeded or an insurer failed to pay. Apply the agreed and lawful allocation, and disclose and obtain consent to any properly payable patient charge as required.
The hospital and EzzyCare will maintain transaction records appropriate to the roles each performs. Relevant records may include the appointment identifier, invoice, amount, payment method category, payee, payment status, refund, chargeback and settlement. The hospital will reconcile charges and receipts against accepted appointments and the applicable commercial terms. Each party will identify any discrepancy promptly and provide proportionate evidence through a secure route.
A party disputing an invoice or settlement must identify the disputed item and the reason with sufficient detail to permit review. The parties will work to resolve the disputed portion and meet obligations for undisputed amounts according to the Order Form and law. A reversal, reserve, offset or adjustment requires an applicable contractual or legal basis. Any patient refund must be handled under the applicable consumer rights and payment arrangements regardless of the timing of a business reconciliation.
The hospital will give timely notice of a suspected diversion, duplicate payout, account compromise or unauthorised change to banking details. EzzyCare may apply proportionate safeguards to the affected transaction, require verification and share the minimum necessary information with the payment partner, facility or authorities where lawful. The parties will distinguish a fraud review from a contractual dispute and communicate material restrictions when safe and lawful.
Before exchanging a patient list, appointment history or clinical document, identify the purpose, relevant authority, lawful basis and authorised recipient. Limit the transfer to the required data and use an approved channel. Keep a record of the exchange where appropriate. Patients must receive the applicable information about processing and access routes. A hospital’s request for its data does not entitle it to personal information belonging to another facility or to records it has no lawful authority to receive.
Maintain retention and disposal procedures appropriate to each party’s role. When a lawful retention period ends, securely delete or anonymise records as appropriate. When a legal hold, complaint, patient safety need or regulator requirement applies, preserve affected records in a restricted and documented manner. The parties will coordinate any patient access or correction request that involves both Platform and clinical data, while each remains accountable for the response required in its role.
On transition out of the service, agree an appropriate secure method for exporting records the hospital is entitled to receive and for handing over open appointments. Apply the DPA to any processing on behalf of the hospital. Maintain access to records needed for lawful patient requests, financial reconciliation or claims through an authorised route. Neither party may use a commercial dispute to prevent a lawful handover or required access to a clinical record.
A contractor engaged by the hospital to perform reception, booking, technical support or another activity may use the Platform only under authorised arrangements and within assigned permissions. The hospital must take reasonable steps to verify competence, provide instructions, require confidentiality and supervise access. A party that delegates work remains accountable for the obligations the law and its agreements place on it.
An integration may be used only for approved purposes and within the agreed technical and data scope. Protect credentials and interface keys, use appropriate security measures and report material failures or unauthorised access. Do not use an integration to import unnecessary records, override consent, mark appointments complete without reliable evidence or avoid access controls. Suspend an affected integration where needed to protect patients or information, and coordinate restoration and continuity.
Renewal, notice and commercial termination periods are governed by the Order Form. Where no period is agreed, termination of future use is subject to applicable law and the care, record, refund and settlement obligations already incurred. On giving notice, identify which branches or services are affected, the date new bookings will stop and how existing appointments will be handled. Reasonable steps must be taken to avoid harm to patients who need active follow-up.
A material breach that is capable of remedy may be addressed by proportionate notice and an opportunity to correct it, unless immediate action is warranted under clause 1.10. If a licence lapses or a serious safety concern requires a service to stop, do not continue affected bookings while a remedy is being considered. The hospital will provide relevant information and reasonable cooperation for a safe transition. Rights and obligations that have already accrued will be addressed in accordance with the agreement and law.
A suitable trusted adult accepted freely by the patient must be present during the routine clinical part of every EzzyCare video or physical consultation. This includes scheduled and urgent bookings, clinic and home visits, provider- or staff-booked visits, follow-ups, and appointments with no patient payment. The requirement is a Platform rule. It is not a representation that Nigerian law requires a third party in every clinical encounter. Administrative scheduling, receipt of non-clinical reminders and a narrowly scoped private safety check under A.5 are distinct from a routine clinical consultation.
For a routine appointment, the patient can nominate a trusted adult who can observe appropriately, understands the confidentiality rules, can raise concerns, and presents no apparent safety or coercion risk. A provider-arranged person may attend when the patient freely agrees. The clinician must be satisfied that the person is suitable for that encounter. The patient may also ask to have an interpreter or other support person present if clinically appropriate and lawfully authorised. One person may serve in more than one role only where lawful, clinically appropriate, free of conflict and explicitly documented. A minor, undisclosed observer, person who presents a safeguarding concern, or someone unable to perform the role is not eligible.
A formal chaperone is a trained adult who can act impartially, understands the examination, can observe the relevant actions, knows how to raise concerns and has no relationship or conflicting role that undermines impartiality. Use one for any intimate examination and whenever professional or facility standards or clinical judgment require it. A friend, family member, guardian or interpreter alone is insufficient for that formal role. They may remain as separate support if the patient freely agrees and confidentiality and safety permit. For a child or adult who cannot make the relevant decision, verify any legally authorised decision-maker and use the formal chaperone where required, separately from the guardian if impartiality, safety or a governing rule requires it.
At booking, display the rule and ask whether the patient has a suitable adult or needs an arranged chaperone or accommodation. Show who will organise attendance and any lawful disclosed cost before acceptance. Collect only minimum details. Keep the identity check proportionate and do not require routine copies of chaperone identity documents unless a lawful, justified requirement applies. If the system cannot host a third participant separately, use a verified person physically present with the patient or provider in an agreed private setting or arrange an in-person appointment.
At the start, confirm the patient and clinician identities, any representative’s authority, the patient’s current location for video, each participant’s identity and role, who else can see or hear, and whether there is privacy. Confirm free agreement to the particular third party and obtain separate written disclosure consent where it is the lawful basis and writing is required. Confirm clinical consent separately. The third party must agree to the confidentiality undertaking and remain present, able to observe appropriately, and identifiable to the patient and clinician. In video, verify via sight and sound as appropriate, allow a safe alternative method for accessibility, and check after reconnection. In physical settings the person must be in the room, positioned to witness appropriately while preserving dignity. A person in a waiting area, someone listening outside or a switched-off unverified connection does not qualify.
For intimate examination, explain why it is necessary and what it involves, obtain specific informed consent, offer and arrange a trained impartial chaperone, preserve the patient’s dignity, and stop if the patient withdraws permission. The doctor should normally arrange an in-person assessment where video is clinically inappropriate. Remote intimate assessment may proceed only if independently justified under applicable rules, a secure approved method and appropriate safeguards are available, and the required trained chaperone is present. The same safeguards apply to a procedure the patient considers intimate or that the clinician reasonably identifies as sensitive. If they cannot be met, arrange a safe alternative.
If an eligible person is not present or the patient is uncomfortable, do not start routine clinical care. If the person leaves, loses connection, can no longer observe appropriately, or permission is withdrawn, stop routine care promptly. Check immediate safety, reconnect or replace with consent, verify again and document the change. If the requirement cannot be restored, arrange a suitable rescheduled appointment, another safe modality or service, and apply Part 2 remedies. Never move to audio, personal messaging, a hidden participant, or a false completion status as a workaround. Do not collect clinical details while booking staff wait for the requirement to be restored.
Do not postpone legally required emergency treatment, urgent referral or a safeguarding response for lack of a third party, paperwork, payment or authorisation. Where a concern arises remotely, the clinician should act within their competence and duties, obtain or confirm location if possible, give appropriate immediate instructions and facilitate safe escalation. The hospital should follow its emergency or transfer protocol. If a third party may be coercive, abusive, or a source of danger, avoid exposing the patient to further harm, establish a safe channel where possible, and arrange appropriate care or reporting under applicable law.
A clinician may conduct a narrowly limited private check without the third party where clinically or legally necessary for safety, independent consent, capacity or safeguarding. Use the least intrusive method, limit it to the required purpose, record why it was necessary in the restricted clinical record, and restore an appropriate third party before routine care resumes. If law or a binding professional duty requires a private portion of care, follow that duty and record the specific basis, scope and handover or return to the usual protocol. These provisions do not create a general patient opt-out, operational waiver or authorisation to perform an elective intimate examination without a required formal chaperone.
The provider records the appointment ID, date, mode, clinician, identity or role of the third party as appropriate, who arranged them, how presence was verified, whether trained status was required, patient permission, start and end or join and leave details, action taken if presence failed, and any necessary exception. Record clinical consent and examination in the clinical chart. Record sensitive safeguarding details only in the restricted clinical file. In the Platform use the minimum operational result, such as “confirmed”, “paused” or “rescheduled”. Restrict access to named staff who need it and retain according to approved lawful schedules. A tick or log is evidence of a check, not proof of proper care or a waiver.
Patient or authorised representative. Tell the provider whether you have a suitable adult available or need an arranged person. Before the appointment, tell the proposed person that they will be asked to identify themselves, accept confidentiality obligations and remain available while the consultation takes place. Identify any limits on what you are comfortable sharing. The proposed person may decline and you may choose someone else or ask for help.
Doctor or other treating clinician. Determine the level of chaperoning needed for the proposed encounter. Confirm that a suitable arrangement is available before beginning routine care. If the appointment changes from a discussion to an examination or from an ordinary assessment to a sensitive one, review suitability and permissions before proceeding. Obtain a formal chaperone if required and record the reason if care must be paused or changed.
Hospital. Make the requirements visible to staff responsible for arranging appointments. Where the hospital has agreed to supply a third party, make reasonable arrangements for continuity and replacement. Assign responsibility for the confidentiality undertaking and the provider verification record. Confirm that an agreed observer can be present at any change of room, modality or clinician.
EzzyCare. Display or communicate the attendance condition before a patient commits to a booking through an interface it controls. Make available the applicable administrative support route if the patient needs help arranging attendance or reporting a problem. Record administrative confirmations in accordance with the Privacy Policy. Clinical decisions about competence, consent, suitability, the need for a formal chaperone and emergencies remain with the appropriate clinician or facility.
The clinician must introduce or identify each person present and explain their role in a way the patient can understand. For video, verify participants joining remotely and people physically present at either end. Confirm how the approved person will observe without exposing the appointment to others. Identify a private way to communicate a safety concern if one can reasonably be arranged. If the setting does not permit adequate verification, use the pause procedure under clause A.4.
The patient’s choice and comfort must be respected throughout. If the patient indicates that the person is unsuitable, their relationship raises a concern or the patient cannot express a free choice, assess safety without assuming that the observer is entitled to stay. If it would be unsafe to raise the matter in front of that person, follow clause A.5. Do not ask the patient to justify a refusal to the proposed observer or a booking agent.
The clinician may permit a substitute only after checking that the new person is suitable, confirming the patient’s choice and documenting any fresh permission required. A general authorisation to have “a chaperone” is not sufficient for a disclosure that requires permission to a particular person. If the same chaperone attends a follow-up, confirm the patient’s agreement for that visit and confirm the scope of any applicable permission.
An approved third party must remain attentive and observe only within the agreed purpose and scope. They should be positioned so they can fulfil their role without unnecessary exposure of the patient. When a patient needs time to dress or undress, take reasonable steps to maintain privacy and dignity consistent with the procedure. The clinician remains responsible for explaining each relevant step and obtaining and maintaining appropriate consent.
A third party who sees a safety concern, hears the patient ask to stop, is unable to observe or needs to leave must tell the clinician promptly where safe. A formal chaperone may raise concerns through the hospital’s appropriate reporting channel, with due regard to confidentiality. Any participant may make a report permitted by law. No participant may pressure another to continue, change a record or withdraw a good-faith report.
Presence restored. If the same approved third party reconnects or returns, confirm that all attendees are still eligible, privacy has been restored and the patient agrees to continue. Confirm that any missed steps can be repeated safely. Where a new person is used, follow clause A.8. Record when the interruption occurred and how the issue was resolved.
Presence not restored. End or rearrange routine care if a suitable person cannot be present, subject to clause A.5. Inform the patient of the appropriate next step and record whether any part of the service was safely delivered. Use the actual status in the Platform. Apply the remedy in clause 2.5 and refer a disagreement to the appropriate support route. Do not treat an inability to proceed as a waiver of patient rights.
Emergency or safety response. Use the relevant clinical protocol and document the reason for action in the restricted record. Where routine care can later resume, confirm the appropriate third-party arrangement before resuming. Preserve the documentation relevant to any complaint or regulatory request, using lawful access and retention controls.
The verification record must distinguish what the clinician checked from information reported by the patient, hospital or third party. Record the reason for any limitation that affected observation. A statement of attendance does not certify the clinical standard of care or establish consent to a procedure. If the record requires correction, retain an audit trail where appropriate. The clinic must be able to identify the responsible clinician and the encounter to which the verification applies.
The third party may receive an explanation of the minimum information recorded about their participation and the appropriate contact for a privacy request. Store identity and participation details only for authorised purposes. A person’s attendance does not give them a right to the patient’s clinical record or an entitlement to receive future booking communications. The third party’s information should be shared only to the extent permitted and necessary.
Patient or authorised representative. “I understand that my routine EzzyCare video or physical appointment requires a suitable adult third party whom I freely accept. I can ask for help arranging one, decline a particular person, or withdraw permission. If the requirement cannot be met, routine care will pause or be rearranged, subject to urgent safety and legal duties. This acknowledgement is separate from consent to disclose my health information or to provide clinical care.”
Patient or authorised representative. “For this appointment [reference and date], I agree that [name and role] may be present by [mode] and may hear or see information needed for [specified purpose and scope]. I understand that I can ask for the person to leave and that routine care may pause. I do not give permission to record, publish, access my records or share information beyond this scope.” Capture the patient or representative’s name, authority if relevant, confirmation method and date and time. Reconfirm when the person or scope changes.
Third party. “I will respect the patient’s dignity and privacy, stay available as agreed, and tell the clinician if I must leave or cannot observe. I will not record, disclose, retain or share information from the appointment unless the law requires or permits a protected report. I will not interfere with care or make decisions unless separately and lawfully authorised. I will raise safety or conduct concerns through an appropriate route.” Record name, role, confirmation method, time, and formal chaperone training or eligibility where relevant.
Use the following fields in the clinical record or approved workflow, keeping clinical detail in the clinical record. Appointment reference and mode. Patient and clinician identity checked. Location and callback route checked for video. Representative authority checked, if relevant. Third party accepted and identified. Role and suitability confirmed. Formal chaperone required and credentials checked, if applicable. Written disclosure consent and clinical consent recorded separately as required. Presence and participation confirmed. Start, interruptions, departures and replacements logged. Final outcome, reason for pause or cancellation, applicable safeguarding action and next steps recorded. Record the clinician’s identity, date and time.