DocPP TeleCare is owned and operated by HealthCare.LK (Pvt) Ltd.

Privacy Policy

This Privacy Policy explains how HealthCare.LK (Pvt) Ltd, as the owner and operator of DocPP TeleCare, handles personal information when patients, healthcare practitioners, pharmacy representatives, visitors and other authorised users interact with the platform.

1. Who we are

DocPP TeleCare is a digital healthcare platform operated by HealthCare.LK (Pvt) Ltd. It supports practitioner discovery, account registration, appointments, online consultations, communications, payments, clinical records and documents, pharmacy engagement and related platform administration.

Healthcare practitioners and pharmacies using DocPP TeleCare remain independently responsible for their professional decisions, services and handling of information under their control.

2. Scope of this policy

This policy applies to personal information processed through the DocPP TeleCare website, user accounts, dashboards, support channels and connected service workflows. It does not govern independent websites, applications or services linked from the platform. Those services may apply their own privacy terms.

3. Information we collect

Depending on how you use DocPP TeleCare, we may collect:

• Identity and contact information, including name, date of birth, gender, address, email address and mobile number.
• Account and verification information, including login, device-verification and account-security records.
• Professional and business information, including practitioner qualifications, registration details, practice information, identity documents and pharmacy licence information.
• Health and consultation information, including symptoms, medical history, uploaded reports and images, consultation notes, prescriptions, referrals, investigation or procedure requests and medical certificates.
• Appointment and communication information, including availability, booking history, messages, notifications and support enquiries.
• Payment and transaction information. Card processing is performed by payment providers. DocPP TeleCare may retain transaction references, payment status and limited card descriptors such as brand and last four digits, but not the complete card number.
• Technical and usage information, including IP-derived security records, browser and device information, session activity, audit events and analytics data.

We collect information directly from you, from authorised users acting for a practice, from the practitioner or pharmacy you choose, and from service providers involved in completing a requested transaction or communication.

4. How and why we use information

We use personal information where necessary to:

• create, verify, secure and administer accounts;
• display verified practitioner and pharmacy information;
• arrange and manage appointments and online consultations;
• enable appropriate clinical documentation and patient access to issued records;
• process and verify payments, refunds and subscription activity;
• deliver email, SMS and in-platform communications;
• respond to support, privacy, safety and complaint enquiries;
• prevent misuse, investigate incidents and maintain audit evidence;
• monitor reliability, improve the platform and understand aggregate usage; and
• meet applicable legal, regulatory and professional obligations.

We do not use clinical information for unrelated advertising. Where optional promotional communication is offered, users may opt out using the method provided in that communication.

5. Health information and your choices

Health information is used to provide or support the healthcare service you request. When you choose a practitioner and proceed with a consultation, relevant information is made available to that practitioner and their authorised practice users for care delivery and record management.

You should provide information that is accurate and relevant to your care. Choosing not to provide necessary information may prevent a practitioner or the platform from safely completing a requested service. Withdrawing a permission does not require deletion where information must be retained for clinical, legal, fraud-prevention or audit purposes.

6. When we share information

We may share only the information reasonably required with:

• the practitioner or practice selected by the patient;
• a pharmacy selected by the patient for an eligible prescription request;
• payment, video, communications, hosting, security and support providers acting on the platform's behalf;
• professional advisers, insurers, auditors or regulators where appropriately authorised; and
• law-enforcement bodies, courts or other authorities where disclosure is legally required or necessary to protect safety and rights.

We do not sell personal or health information. Third-party providers are permitted to process information only for the relevant service and remain subject to their own legal and contractual responsibilities.

7. Payments and external services

Payments and some video, messaging, identity, mapping, analytics or security functions may be supplied by specialist third parties. Information needed to provide those functions may be transmitted to them. Their services can be governed by additional privacy terms.

Do not send complete card details through chat, email, support forms or clinical upload tools.

8. Information security

We use administrative, technical and organisational safeguards designed to protect information against unauthorised access, alteration, disclosure or loss. These include role-based access, account authentication, access logging, secure transmission, controlled document access and operational monitoring.

No internet service can guarantee absolute security. Users must protect their credentials, use trusted devices and promptly report suspected unauthorised access or disclosure.

9. Retention and deletion

We retain information for as long as reasonably required to provide the service, maintain clinical and transaction records, resolve disputes, prevent fraud, enforce agreements and meet legal, regulatory, tax, audit and professional-retention requirements.

Requests to delete information are assessed against these responsibilities. Some account information may be deleted or anonymised, while clinical records, issued documents, payment evidence and security logs may need to be retained. Where deletion is not available, access may be restricted as appropriate.

10. Cookies and analytics

DocPP TeleCare uses cookies and similar technologies to maintain sessions, remember settings, protect accounts, measure website use and improve performance. We may use analytics and tag-management services to understand page visits and interactions, such as video plays and successful form submissions.

Browser controls can restrict cookies, but disabling essential cookies may prevent login, security or other platform functions from working correctly.

11. Access, correction and privacy requests

Subject to applicable law and necessary identity verification, you may ask to access or correct your personal information, raise an objection or concern, withdraw an optional consent, or request deletion where retention is not required.

Many account details can be reviewed and updated from the relevant dashboard. For other requests, use the Contact Us section and clearly identify the account and request. We may ask for additional information to prevent unauthorised disclosure.

12. Children and authorised representatives

Where a service is used for a child or through an authorised representative, the person providing information must have appropriate authority and must use the information only for the represented person's care. Additional verification or practitioner assessment may be required.

13. Policy changes

We may update this policy when the platform, service providers or legal requirements change. The published version and date appear at the top of this page. Material changes may also be communicated through the platform or account contact details where appropriate.

14. Contact and complaints

Questions, privacy requests and complaints can be submitted through the DocPP TeleCare Contact Us section. Please do not include unnecessary medical information in an initial privacy enquiry.

We will review the request, verify identity where necessary and respond according to the nature of the issue and applicable requirements.