Privacy Notice
This Privacy Notice explains how ConnectedCare.world collects, uses, shares, transfers, stores and protects personal data when you use our healthcare connectivity and healthcare tourism services.
1. Introduction
ConnectedCare.world is a digital healthcare connectivity and healthcare tourism platform designed to help individuals discover, connect with and access healthcare providers and related healthcare-support services.
This Privacy Notice explains how personal data is collected, used, disclosed, transferred, stored, protected and otherwise processed when you access or use the Platform, website, mobile or web applications, portals, communication channels or related Services.
Personal data is processed in accordance with applicable data protection and privacy laws, including the Malaysian Personal Data Protection Act 2010 where applicable.
This Privacy Notice also applies to ConnectedCare.asia, ConnectedCare2u.com and ConnectedCare.my.
2. Scope and Categories of Users
This Privacy Notice applies to persons and organisations that access, register for, interact with or receive Services through ConnectedCare.world.
- Patients, prospective patients, healthcare travellers and people seeking healthcare information.
- Parents, guardians, family members, dependants and authorised representatives.
- Hospitals, clinics, medical centres, diagnostic and rehabilitation facilities.
- Doctors, nurses, allied health professionals and other HCPs.
- Healthcare agents, medical tourism facilitators, referral partners and distributors.
- Insurers, third-party administrators, employers, sponsors and payers.
- Travel, visa, accommodation, transport, concierge and related support providers.
- Visitors to ConnectedCare.world and related digital channels.
Healthcare Providers and HCPs remain responsible for their own clinical decisions, treatment and professional obligations. ConnectedCare.world facilitates connectivity and does not become the treating healthcare provider merely because information passes through the Platform.
3. Meaning of Personal Data
Personal data means information relating directly or indirectly to an identifiable individual.
Depending on how you use the Services, this may include identification, contact, account, transaction, location, professional, financial and healthcare-related information.
Sensitive information: Healthcare information may constitute sensitive personal data under applicable law and will be processed with additional safeguards and only where an appropriate lawful basis, consent or other legal authority exists.
4. Personal Data We May Collect
- Identity and profile information: name, username, gender where relevant, nationality, date of birth, photograph, identification/passport information and relationship to a patient or dependant.
- Contact information: address, email, telephone number and preferred communication method.
- Account information: registration details, account status, authentication information, preferences and associated organisations.
- Healthcare information: medical history, symptoms, diagnosis, allergies, blood group, prescriptions, reports, medical images, laboratory or diagnostic information, treatment requirements and voluntarily supplied healthcare information.
- Healthcare-provider information: professional name, qualifications, specialty, registration/licence information, affiliations, profile, services and availability.
- Healthcare-tourism information: preferred destination, requested treatment, travel dates, quotation requirements, accessibility and language requirements.
- Transaction and payment information: booking, quotation, invoice, payment status and transaction references.
- Location information: approximate or precise location where enabled or supplied.
- Technical information: IP address, device/browser information, operating system, application activity, logs, cookies and similar technologies.
- Communications: information supplied through email, telephone, chat, forms, customer support, social media and related channels.
5. Sources of Personal Data
Personal data may be obtained directly from you or, where appropriate and authorised, from another person or organisation involved in your healthcare journey.
- Registration and onboarding forms.
- Dependant or represented-patient information.
- RFQs, healthcare enquiries and appointment forms.
- Medical documents and records uploaded or transmitted.
- Hospitals, clinics, HCPs, agents and facilitators.
- Insurers and other authorised parties.
- Communications with ConnectedCare.world.
- Payment and transaction providers.
- Cookies, device data and digital technologies.
Where you provide information about another person, you should have the authority or lawful basis to do so and, where required, have informed that person.
6. Why We Process Personal Data
- Create, verify, administer and secure accounts.
- Assess and respond to registrations, enquiries, RFQs and service requests.
- Help users discover and connect with healthcare providers.
- Facilitate appointments, referrals, quotations, second opinions and treatment enquiries.
- Transmit patient-supplied information to selected providers where authorised.
- Facilitate healthcare-information exchange.
- Support healthcare tourism and concierge-related services.
- Connect users with authorised agents, facilitators, insurers and payers.
- Process or facilitate payments, refunds, commissions and related transactions.
- Provide customer support, prevent misuse and maintain security.
- Improve the Platform and user experience.
- Produce anonymised or aggregated analytics and statistics.
- Send operational and permitted marketing communications.
- Meet legal, regulatory, compliance, audit and law-enforcement obligations.
7. Healthcare Enquiries, RFQs and Quotations
ConnectedCare.world may enable users to request information or quotations from one or more healthcare providers.
Information supplied by the user may be disclosed to selected or appropriate hospitals, clinics, doctors, agents or other relevant participants so that they can assess the request, communicate with the user and prepare a response or quotation.
A quotation, preliminary assessment or communication facilitated through the Platform does not constitute a diagnosis or guarantee treatment suitability or availability.
8. Appointments and Healthcare Provider Connections
When you request an appointment, referral or healthcare-provider connection through ConnectedCare.world, information reasonably required to administer that request may be shared with the relevant provider, HCP or authorised facilitator.
The receiving Healthcare Provider may separately process personal data under its own privacy practices and healthcare obligations.
9. Medical Records and Sensitive Healthcare Information
Where the Services allow medical information to be uploaded, transmitted, received or shared, such information will be processed for the relevant Service in accordance with applicable law, user authorisation and contractual arrangements.
ConnectedCare.world does not claim ownership of a patient's medical records merely because they are transmitted or stored through the Platform.
Temporary storage periods may depend on technical configuration, Service terms, healthcare-provider arrangements and applicable legal retention requirements.
10. Healthcare Agents, Facilitators and Concierge Services
Where assistance from an agent, facilitator, concierge or related provider is requested, information reasonably necessary to fulfil the request may be disclosed.
This may include treatment requirements, destination preferences, appointment information and logistical requirements.
11. Disclosure of Personal Data
Subject to applicable law and the requested Service, personal data may be disclosed to:
- Hospitals, clinics, doctors and HCPs.
- Healthcare agents and facilitators.
- Referral partners and distributors.
- Insurers, employers, sponsors and payers.
- Payment gateways, banks and transaction providers.
- Technology, cloud, hosting and cybersecurity providers.
- Travel, visa, accommodation and transport providers.
- Professional advisers and auditors.
- Government, regulatory and law-enforcement authorities.
- Permitted successors or business transferees.
Personal data is not disclosed merely for unrelated commercial purposes.
12. International and Cross-Border Data Transfers
ConnectedCare.world supports healthcare connectivity and healthcare tourism across countries. Personal data may therefore be transferred, accessed, hosted or processed outside the country in which it was collected.
Where data is transferred across borders, ConnectedCare.world will take steps required by applicable law, including consent where required, appropriate assessments, contractual safeguards and organisational protections.
13. Marketing and Communications
Operational communications may be sent where necessary for account, booking, security, enquiry, quotation or service-status purposes.
Where permitted by law or with consent, information about services, healthcare programmes, participating providers and relevant offers may also be sent.
Users may opt out of marketing communications without affecting essential service communications.
15. Security Measures
ConnectedCare.world implements reasonable administrative, technical and organisational safeguards appropriate to the nature of the personal data processed.
Measures may include access controls, authentication, encryption in transit, protection of stored data, monitoring, secure infrastructure and staff confidentiality obligations.
Please note: No internet-based service can guarantee absolute security. Users are also responsible for protecting their passwords, authentication credentials and devices.
16. Personal Data Retention
Personal data is retained only for as long as reasonably necessary for the purpose for which it was collected, to provide Services, maintain transaction records, resolve disputes, enforce agreements or satisfy legal, healthcare, audit and compliance obligations.
Closing or deleting an account does not necessarily result in immediate deletion of every item of personal data.
When information is no longer required and there is no lawful basis to retain it, it will be securely deleted, anonymised or otherwise disposed of.
17. Your Rights
Subject to applicable law, users may have rights to:
- Request access to personal data.
- Request correction of inaccurate information.
- Withdraw consent where applicable.
- Request deletion or restriction where permitted.
- Object to or opt out of certain direct marketing.
- Submit privacy complaints or enquiries.
Identity or authority may need to be verified before a request is acted upon.
18. Consequences of Not Providing Required Personal Data
Certain personal data is required to register, verify accounts, process enquiries, transmit RFQs, arrange appointments, connect users with Healthcare Providers or otherwise deliver requested Services.
If required information is not supplied, is materially incomplete or cannot be verified, the relevant Service may not be available.
19. Children, Minors and Dependants
ConnectedCare.world may facilitate healthcare Services for persons under 18 where the relevant Service permits and the request or consent is provided by a parent, legal guardian or another legally authorised person.
Users adding a dependant or submitting information on behalf of another person represent that they have appropriate authority to do so.
20. Responsibilities of Healthcare Providers and Other Participants
Healthcare Providers, HCPs, agents, insurers and other participating organisations may be independent entities with their own obligations under privacy, healthcare and professional laws.
Their use of information after receiving it through ConnectedCare.world may also be governed by their own privacy notices, patient terms and legal duties.
ConnectedCare.world is not responsible for the clinical judgment, diagnosis, treatment, medical advice or professional conduct of an independent Healthcare Provider or HCP.
21. Inconsistency or Conflict
Where this Privacy Notice is made available in more than one language, the English-language version will prevail in the event of inconsistency to the extent permitted by applicable law.
22. Changes to this Privacy Notice
ConnectedCare.world may revise this Privacy Notice from time to time to reflect changes to the Platform, Services, participating ecosystem, technology or applicable legal and regulatory requirements.
The current version should be made available through ConnectedCare.world and should identify its effective or latest revision date.
23. Contact Us
Questions, requests or complaints concerning this Privacy Notice or personal-data processing may be submitted through the privacy/contact channel published on ConnectedCare.world.