PRIVACY POLICY

Last updated 24 August 2020

This Privacy Policy sets out the basis which True Medical Clinic Tampines West Pte Ltd & True Medical Clinic PLQ Pte Ltd (“True Medical”, “we”, “us”, or “our”) may collect, use, disclose or otherwise process personal data of our customers or patients in accordance with the Personal Data Protection Act (“PDPA”). This Privacy Policy applies to personal data in our possession or under our control, including personal data in the possession of organisations which we have engaged to collect, use, disclose or process personal data for our purposes.

If you are not agreeable to our Privacy Policy and Terms and Conditions, please do not use our website or any of our products & services.

PERSONAL DATA 

1. As used in this Privacy Policy:

“customer” or “patient” means an individual who (a) has contacted us through any means to find out more about any goods or services we provide, or (b) may, or has, entered into a contract with us for the supply of any goods or healthcare services by us.

“personal data” means data, whether true or not, about a customer or patient who can be identified: (a) from that data; or (b) from that data and other information to which we have or are likely to have access.

“website” means any page related to the company’s website located at truemedical.sg.

2. Depending on the nature of your interaction with us, some examples of personal data which we may collect from you include:

  • Your name, identification numbers such as NRIC, Passport Number, FIN, residential address, email address, telephone number, nationality, gender and date of birth.

  • Personally-identifiable medical and health-related information which you provide to us (including information or records relating to your medical or health history, medical claims, health status, laboratory testing results, diagnostic images);

  • Billing information that you provide us (e.g. credit card or online payment system account information);

  • Information about the computer or mobile device you are using;

  • Geographical location or address; or

  • Other information which you may input into the website or related services.

3. Other terms used in this Privacy Policy shall have the meanings given to them in the PDPA (where the context so permits).

 

COLLECTION, USE AND DISCLOSURE OF PERSONAL DATA 

4. We generally do not collect your personal data unless (a) it is provided to us voluntarily by you directly or via a third party who has been duly authorised by you to disclose your personal data to us (your “Authorised Representative”, which could include your employer or your insurer if they process your claims for medical care) for the purposes set out in this Privacy Policy, or (b) collection and use of personal data without consent is permitted or required by the PDPA or other laws. We shall seek your consent before collecting any additional personal data and before using your personal data for a purpose which has not been notified to you (except where permitted or authorised by law).

5. We may collect and use your personal data for any or all of the following purposes:

  • performing obligations in the course of or in connection with our provision of the goods and/or services requested by you;

  • verifying your identity;

  • responding to, handling, and processing queries, requests, applications, complaints, and feedback from you;

  • managing your relationship with us;

  • processing or facilitating the processing of your claims;

  • processing payment or credit transactions;

  • improving the quality of medical or healthcare services through the performance of quality reviews and similar activities;

  • sending you marketing information about our healthcare services, including notifying you of our initiatives, services and products, and other promotions;

  • complying with any applicable laws, regulations, codes of practice, guidelines, or rules, or to assist in law enforcement and investigations conducted by any governmental and/or regulatory authority;

  • converting the personal data to anonymised data for the purposes of analytics and market research;

  • any other purposes for which you have provided the information;

  • transmitting to any unaffiliated third parties including our third party service providers and agents, and relevant governmental and/or regulatory authorities, whether in Singapore or abroad, for the aforementioned purposes; and

  • any other incidental business purposes related to or in connection with the above.

6. As you use the website, services, or purchase or arrange for the delivery of products, certain information may be passively collected:

  • Site Activity Information: We may keep track of some of the actions you take on our website, such as the content of searches you perform;

  • Access Device and Browser Information: When you access the website from a computer or other device, we may collect anonymous information from that device, such as your Internet protocol address, browser type, connection speed and access times;

  • Cookies (i.e. small pieces of information that a site sends to your browser while you are viewing a website): We may use both session Cookies (which expire once you close your web browser) and persistent Cookies to make the website and services easier to use, to make our marketing initiatives better, and to protect both you and True Medical. You can instruct your browser, by changing its options, to stop accepting Cookies or to prompt you before accepting a Cookie from the websites you visit. We presently do not honour “Do Not Track” requests across all parts of our website.

  • Real-Time Location: Certain features of the website use GPS technology to collect real-time information about the location of your device so that you can be connected to a healthcare professional/treatment provider near your location.

  • Device information: We may also collect non-personal information from your mobile device or computer. This information is generally used to help us deliver the most relevant information to you. Examples of information that may be collected and used include how you use the application(s) and information about the type of device or computer you use. In addition, in the event our application(s) crashes on your mobile device we will receive information about your mobile device model software version and device carrier, which allows us to identify and fix bugs and otherwise improve the performance of our application(s).

  • Web Analytics: We may use third-party analytics tools such as Google Analytics to help analyse how users use the website. Such third-party tools use Cookies to collect information such as how often users visit the website, what pages they visit, and what other sites they used prior to coming to the website. We use the information we get from Google Analytics only to improve our website and services. Google Analytics collects only the IP address assigned to you on the date you visit the website, rather than your name or other personally identifying information. Although Google Analytics plants a persistent Cookie on your web browser to identify you as a unique user the next time you visit the website, the Cookie cannot be used by anyone but Google. Google’s ability to use and share information collected by Google Analytics about your visits to the website is restricted by the Google Analytics Terms of Use and the Google Privacy Policy.

7. We may disclose your personal data where such disclosure is required for performing obligations in the course of or in connection with our provision of the goods and services requested by you:

  • To our subsidiaries, related companies, affiliates, or partners;

  • To the relevant parties who may process your claims for your medical care. For the avoidance of doubt, we will not disclose any confidential medical diagnoses to such parties unless your consent is provided to us separately in writing;

  • As required by law, which can include providing information as required by a court order;

  • When we believe in good faith that disclosure is necessary to protect your safety or the safety of others, to protect our rights, to investigate fraud, or to respond to a government request;

  • To any other person or organisation disclosed by us when you provide the information.

8. By signing up for the website newsletter or providing your contact information via any of True Medical’s services, you give us consent to receive information about the services offered by True Medical Clinic Tampines West Pte Ltd & True Medical Clinic PLQ Pte Ltd, including (but not limited to) offers, promotions and information about new goods and services, via the following channels: newsletters, email, text message and/or phone call. We may periodically send you free newsletters and e-mails that directly promote our services, and that we believe may be of interest to you. When you receive such promotional communications from us, you will have the opportunity to "unsubscribe". 

9. We may have accounts on social media platforms through which we may post information or conduct promotional activities. If you use social media to follow us or interact with us, we may collect Personal Information you choose to share with us. Please understand your use of the social media services may result in the collection or sharing of information about you by those social media services. We have no control over, and decline all responsibility for, the use of your personal data by these third parties. Your use of social media, including your interactions with us on social media, are at your discretion. We encourage you to review the privacy policies and settings on the social media services with which you interact to make sure you understand how your information may be collected, used, and shared by those social media services.

10. This Privacy Policy applies only to information we collect through the True Medical website, social platforms, or any related services via our physical locations. This policy does not apply to information collected by any third party. When you click on links on the website, you may leave our site. We are not responsible for the privacy practices of other sites, and we encourage you to read their privacy statements.

 

WITHDRAWING YOUR CONSENT

11. The consent that you provide for the collection, use and disclosure of your personal data will remain valid until such time it is being withdrawn by you in writing. You may withdraw consent and request us to stop collecting, using and/or disclosing your personal data for any or all of the purposes listed above by submitting your request in writing or via email to hello@truemedical.sg.

12. Upon receipt of your written request to withdraw your consent, we may require reasonable time (depending on the complexity of the request and its impact on our relationship with you) for your request to be processed and for us to notify you of the consequences of us acceding to the same, including any legal consequences which may affect your rights and liabilities to us. In general, we shall seek to process your request within fourteen (14) business days of receiving it.

13. Whilst we respect your decision to withdraw your consent, please note that depending on the nature and scope of your request, we may not be in a position to continue providing our goods or services to you and we shall, in such circumstances, notify you before completing the processing of your request. Should you decide to cancel your withdrawal of consent, please inform us in writing in the manner described in clause 11 above.

14. Please note that withdrawing consent does not affect our right to continue to collect, use and disclose personal data where such collection, use and disclose without consent is permitted or required under applicable laws.

 

ACCESS TO AND CORRECTION OF PERSONAL DATA

15. If you wish to make (a) an access request for access to a copy of the personal data which we hold about you or information about the ways in which we use or disclose your personal data, or (b) a correction request to correct or update any of your personal data which we hold about you, you may submit your request in writing or via email to hello@truemedical.sg. Such a request shall include the details of the requestor, description of the personal data being requested and the date and time range the personal data was believed to be collected.

16. Please note that a reasonable fee may be charged for an access request. If so, we will inform you of the fee before processing your request.

17. We will respond to your request as soon as reasonably possible. In general, our response will be within fourteen (14) business days. Should we not be able to respond to your request within thirty (30) days after receiving your request, we will inform you in writing within thirty (30) days of the time by which we will be able to respond to your request. If we are unable to provide you with any personal data or to make a correction requested by you, we shall generally inform you of the reasons why we are unable to do so (except where we are not required to do so under the PDPA).

 

PROTECTION OF PERSONAL DATA

18. To safeguard your personal data from unauthorised access, collection, use, disclosure, copying, modification, disposal or similar risks, we have introduced appropriate administrative, physical and technical measures such as up-to-date antivirus protection, encryption, and disclosing personal data both internally and to our authorised third party service providers and agents only on a need-to-know basis.

19. You should be aware, however, that no method of transmission over the Internet or method of electronic storage is completely secure. While security cannot be guaranteed, we strive to protect the security of your information and are constantly reviewing and enhancing our information security measures.

 

ACCURACY OF PERSONAL DATA

20. We generally rely on personal data provided by you (or your authorised representative). In order to ensure that your personal data is current, complete and accurate, please update us if there are changes to your personal data by informing us in writing or via email at the contact details provided below in clause 24.

 

RETENTION OF PERSONAL DATA

21. We may retain your personal data for as long as it is necessary to fulfil the purpose for which it was collected, or as required or permitted by applicable laws.

22. We will cease to retain your personal data, or remove the means by which the data can be associated with you, as soon as it is reasonable to assume that such retention no longer serves the purpose for which the personal data was collected, and is no longer necessary for legal or business purposes.

 

INTERNATIONAL TRANSFER OF PERSONAL DATA OUTSIDE OF SINGAPORE

23. We generally do not transfer your personal data to countries outside of Singapore. However, if we do so, we will obtain your consent for the transfer to be made and we will take steps to ensure that your personal data continues to receive a standard of protection that is at least comparable to that provided under the PDPA. If you are located outside Singapore and choose to provide your Personal Information to us, please note that we may transfer your Personal Information to Singapore or another country where our service providers are located, and such countries may not provide the same data protection. Those who choose to access and use our services outside Singapore do so on their own initiative, at their own risk, with this understanding.

 

FEEDBACK

24. You may contact us at hello@truemedical.sg if you have any enquiries or feedback on our personal data protection policies and procedures, or if you wish to make any request regarding your personal data or our personal data protection policies.

 

EFFECT OF PRIVACY POLICY

25. This Privacy Policy applies in conjunction with any other notices, contractual clauses and consent clauses that apply in relation to the collection, use and disclosure of your personal data by us.

CHANGES TO PRIVACY POLICY

26. We may revise this Privacy Policy from time to time without any prior notice. You may determine if any such revision has taken place by referring to the date on which this Privacy Policy was last updated. Your continued use of our services constitutes your acknowledgement and acceptance of such changes.