1. What is remote medical care

Remote medical care is a medical service in which you and the medical specialist are not in the same place. It may be provided in different ways and may use different technologies. Communication takes place in real time (video connection, audio connection or chat) or by exchanging medical information without your simultaneous presence together with the medical specialist in the communication channel (chat). In the Healee platform you may receive remote medical care that we call an online consultation.

In the Healee platform, consultations can be conducted in different medical specialties. The specific specialty and the specialist you will consult with are stated when you confirm the online consultation you requested.

An online consultation does not replace an in-person examination when such is medically necessary. In emergencies or life-threatening situations, please call 112.

2. Scope of online consultations

Through the Healee platform you can receive:

1. preventive consultations and health advice
2. diagnostic guidance and interpretation of test results
3. treatment recommendations and monitoring of chronic diseases
4. rehabilitation guidance
5. issuance of electronic documents (prescriptions, referrals, sick leave certificates), when applicable and clinically justified

For every online consultation that ends with an opinion from the medical specialist you selected, an outpatient note will be issued and a record will be made in your profile in the National Health Information System (NHS).

3. When online consultation is not appropriate

The medical specialist may determine that your specific problem requires an in-person examination. Online consultation is not conducted when:

1. lack of direct physical contact may endanger your life or health
2. the required quality and safety of medical care cannot be guaranteed
3. the nature of the medical activity requires a mandatory physical examination, diagnostics or treatment
4. your identity cannot be reliably established
5. the case is an emergency and requires immediate physical intervention

In such cases, the medical specialist will direct you to an appropriate form of in-person medical care.

4. Medical specialists in Healee

Online consultations in Healee are conducted by licensed medical specialists - doctors with a specialty. When choosing a specialist to provide remote medical care, you will see their first and last name as well as their specialty.

Each specialist bears personal professional responsibility for the quality and safety of the medical care they provide.

5. Benefits, limitations and risks

Benefits

• Convenience - you consult from a place that is convenient for you
• Fast access to the specialist you need
• Easy tracking of communication with the specialist, their instructions and treatment prescriptions
• Documented medical history, both in your Healee profile and in your NHS profile

Limitations

• It is not a substitute for a physical examination when such is needed
• Conducting an online consultation depends on the stability of your internet connection
• Performing physical examinations or manipulations is not possible
• The doctor may not have a complete picture of your health condition if you do not provide comprehensive information. To avoid this limitation and to be able to provide quality medical service, they have the right to access your health information in the National Health Information System (NHS), for which you should give your consent through the NHS.

Risks

• Incomplete or inaccurate information from you may lead to an incorrect medical assessment
• Technical problems (connection interruption) may require suspension or postponement of the consultation
• The risk of an incorrect diagnosis is higher when a physical examination is not possible

The probability of a successful result from an online consultation is comparable to that of an in-person examination when the case is clinically suitable for providing remote medical care. The medical specialist assesses this applicability for each individual case.

6. Alternatives

You have the right to choose:

• an in-person consultation with a medical specialist
• a consultation with another specialist (second opinion)
• not to consult if you decide that it is not necessary

Refusing or terminating the online consultation does not deprive you of the right to seek medical care in another way.

7. Protection of your personal data

In our operations we strictly comply with Regulation (EU) 2016/679 (GDPR), the Personal Data Protection Act, and Ordinance No. H-6 of 2022 on the operation of the National Health Information System (NHS).

7.1. For the technological service of providing an online consultation through Healee, the controller of your personal data is Eight Investments EAD (owner of the Healee platform), UIC 206291447.

The legal basis for processing is: performance of a contract (your acceptance of the Platform Terms and Conditions). The types of data that are collected and processed for the technological service include names and email.

7.2. For the medical service you receive through Healee, the controller of your personal data is the medical specialist you have chosen. By choosing to perform an online consultation, you give your consent for the medical specialist to collect and process your personal data. In addition, they have a basis to collect and process it in connection with compliance with a legal obligation when providing remote medical care.

The role of Eight Investments EAD with respect to the data affecting the medical service is that of a personal data processor, which we perform under our contract with the medical specialist. All such data are encrypted both during transmission in the communication channel and during storage on our servers. Under no circumstances do we have access to this data. Only you and the medical specialist you selected have the key to decrypt it.

The types of data collected and processed for the medical service include: your name, national identification number, email, health information (taken medical history, diagnosis, prescribed tests, prescribed therapy). In order to comply with the requirements of the Ordinance and to generate an outpatient note from the performed online consultation, these data are transmitted to the NHS.

The data are processed for the purpose of providing medical care and are stored for the period provided by applicable law.

Medical specialists may have access to your electronic health record in the NHS only to the extent necessary for the specific consultation and after you have provided consent in the manner provided in the NHS.

You have the right to access, correct and delete your personal data (to the extent not limited by medical or legal obligation). For questions regarding the processing of your personal data, you can contact us at hello@superdoc.bg.

8. Recording the online consultation

The online consultation may be recorded (audio and/or video) only if you have explicitly given consent for this. When initiating a recording, your consent will be requested immediately before the session begins, and you will be informed about:

• the purpose and basis for making the recording
• the type of recording and the scope of the processed personal data
• the method and retention period, and who has access to it
• your right to withdraw consent to the recording at any time

9. Your rights

As a patient receiving remote medical care, you have the right to:

1. receive clear and accessible information about your health condition and treatment methods
2. refuse or terminate the online consultation at any time, without having to justify your refusal
3. request a second medical opinion
4. receive a copy of the medical documentation issued during the consultation
5. file a complaint with the Executive Agency “Medical Supervision” or with the Commission for Personal Data Protection
6. receive medical care without discrimination on any grounds

10. Your obligations

In order for the medical specialist to help you effectively and safely, you must:

• provide complete and accurate information when taking your medical history
• share information about current illnesses, medications taken and risk factors
• provide the available medical documents, tests and imaging diagnostics
• immediately notify the specialist if your health condition worsens during the consultation

The responsibility for the remote medical care provided lies entirely with the medical specialist you have consulted.

11. Price of the online consultation

All online consultations through the Healee platform are paid services. Payment is made either as your expense or as an expense for an insurer under a valid medical insurance policy that you have. The price of each online consultation is visible before booking the appointment. It is determined entirely by the medical specialist at their discretion.

As of the date of this document, the cost of the remote medical care provided is NOT covered by the National Health Insurance Fund.