Terms and Conditions
1. GENERAL
  • 1.1 

    e-Health is a virtual consultation service with your Consultant of choice using video conference/voice calling consultation accessible through the domain www.gleneaglesehealth.com.my('Website') and https://gleneagles.ehealth.com.my ('Web Portal').

  • 1.2 

    The following terms and conditions govern all the transactions with respect to the access and usage of e-Health through the Website, the Web Portal and/or through its authorized third-party websites. These Terms & Conditions form an integral part of e-Health and anything that is directly related to the e-Health including and unlimited to all the promotional platforms i.e. prints, digitals, on-air, online and other related platforms.

  • 1.3 

    e-Health does not in any way constitute an invitation or recommendation or intended in any ways to be a substitute for face to face consultation with your chosen Consultant.

  • 1.4 

    The users are advised to make independent assessment in respect of its accuracy, usefulness and/or suitability prior to making any decision and reliance.

  • 1.5 

    For the purpose of these Terms & Conditions, wherever the context so require the terms:

    • a) 

      'user' / 'you' / 'your' hereafter refers to the user both registered and unregistered who is using and/or browsing through the Website, its Web Portal and/or through its authorized third-party websites.

    • b) 

      'patient' hereafter refers to the user receiving or registered patient for the consultation with the chosen Consultant through the e-Health.

    • c) 

      'we' / 'us' / 'our' hereafter refers to the Hospital.

    • d) 

      'services' hereafter refers to the online consultation with your Consultant of choice using audio, visual and data communications through Website and/or Web Portal.

    • e) 

      'e-health' hereafter refers to the e-Health Video Consultation.

  • 1.6 

    By using, browsing, downloading the Website and/or the Web Portal, you are bound by these Terms & Conditions and any other terms or policies (which may be amended from time to time) as decided and published by the Hospital. Anyservices provided by the Website and/or Web Portal which do not require registration do not absolve you of the contractual relationship established by this Agreement.

2. USAGE
  • 2.1 

    The usage of the Website and/or Web Portal is restricted to those above 18 years of age and is only accessible to minors or medically/mentally/legally incompetent person who possess legal parental/guardian consent or legal spouse/parent/relatives or who are in a position so as to be fully able and competent to enter into the terms, conditions, obligations, affirmations, representations, and warranties set forth in these Terms & Conditions, and to abide by and comply with these Terms & Conditions.

  • 2.2 

    You are solely responsible for protecting the confidentiality of your username and password and any activity under the account will be deemed to have been done by you. In the case that you provide us with false and inaccurate details, we hold the rights to suspend your account and/or terminate this Agreement without being held liable for the same.

  • 2.3 

    You are solely responsible for the personal information, medical, health and other health related data you provide in the Website and/or the Web Portal. The advice of your chosen Consultant will depend upon the information you provide in the Website and/or Web Portal and the consultation session.

  • 2.4 

    User discretion is advised while submitting and/or uploading your required personal and clinical information on the specified secured place on the Website and/or the Web Portal and selecting your chosen Consultant for seeking appropriate advice related to your condition as patient. This information shall include patient's details including contact details, medical history, testing/investigations results/reports, prescriptions, card holder name and other relevant details.

  • 2.5 

    If the information provided by you is false/deceptive/inaccurate or misleading, we reserve the right to cancel your appointment without assuming any liability whatsoever.

  • 2.6 

    The information provided by you may be used by for the purpose of services including analysis, research, training and disclosure (where required) to affiliates, agents and government authorities of the Hospital without revealing your identity.

3. AVAILABILITY, APPOINTMENT, RESCHEDULING AND/OR CANCELLATION
  • 3.1 

    e-Health shall be available for multi specialties.

  • 3.2 

    e-Health from your Consultant of choice shall be available subject to the Consultant’s availability/willingness/discretion. Confirmation of your appointment with your chosen Consultant based on his/her availability, shall be sent to you via SMS and/or email. The Consultant and the Hospital reserves the right to reschedule or cancel an appointment without any prior notice.

  • 3.3 

    The time provided for consultation to you is indicative and actual consultation time may change depending on your chosen Consultant's discretion.

4. EQUIPMENT AND CONNECTIVITY REQUIREMENT
  • 4.1 

    The services available on the Website and/or the Web Portal shall be provided to you via video conference/voice calling consultation. Please ensure that you are equipped with proper video conference equipment and internet connectivity as mentioned or is relevant for the service you want to avail. In case of inadequate video conference equipment, technical error or defective internet connectivity we reserve the right to reschedule or cancel your appointment without any notice.

  • 4.2 

    You understand and acknowledge that there will not be any physical examination involved and the consultation services shall be provided remotely. The opinion delivered by your chosen Consultant shall solely be based on the video conference/voice calling communication between your chosen Consultant and the patient and other information provided/uploaded by you on the Website and/or the Web Portal.

  • 4.3 

    We and your chosen Consultant shall not be liable for misdiagnosis/ faulty judgment/ interpretation error/ perception error/ adverse events/ inefficacy of prescribed treatment or advice/ validity of the advice or prescription provided by your chosen Consultant/ unavailability of the recommended or prescribed treatment or medication under any condition or circumstances. You are advised to use your discretion for following the advice obtained post consultation from your chosen Consultant.

  • 4.4 

    e-Health is not meant for emergency and life-threatening conditions. It is advisable to take the patient to the nearest hospital in such cases.

5. COOKIES
  • 5.1 

    e-Health uses "Cookies". Cookies are small data files that the Website and/or the Web Portal on your web browser. These are used for the purpose of storing your preferences previous activities browsing activities, profiling and tracking behaviour on this Website. By visiting the Website and/or Web Portal you acknowledge, accept and expressly authorize the hospital for the placement of Cookies on your web browser.

6. PAYMENT & REFUND
  • 6.1 

    In the event you use the Website and/or the Web Portal for a payable services such as consultation with your chosen Consultant, you shall be required to pay for the consult as stated in the payment page.

  • 6.2 

    While availing any of the payment method(s) available on the Website and/or the Web Portal, we shall not be responsible or assume any liability in any manner whatsoever in respect of any loss or damage arising directly or indirectly to you due to:

    • a) 

      lack of authorization for any transaction(s), or

    • b) 

      exceeding the present limit mutually agreed by you and 'Bank(s)' or financial service provider, or

    • c) 

      any payment issues arising out of the transaction, or

    • d) 

      decline of transaction for any other reason(s), or

    • e) 

      incorrect or inaccurate credit / debit card details provided by you for making the payment of consultation charges, or

    • f) 

      use a credit/ debit card which is not lawfully owned by you, or

    • g) 

      if you permit a third party to use your password or other means to access your account.

  • 6.3 

    e-Health shall keep the aforesaid information confidential at all times and shall not utilize and share the same with any of the third parties unless is an authorized third party website and / or required by law regulation or court order.

  • 6.4 

    Refunds may be made in case a request is raised by the user by clicking the cancel button in the user dashboard.

  • 6.5 

    Refunds will only be made against genuine and trackable cancellation requests generated by you by clicking on the cancellation button provided in the user dashboard in your account. Refund request against delays, nature of advice obtained, efficacy of treatment, health outcomes of consultation will not be entertained.

  • 6.6 

    Refunds may be processed within 15 working days from the receipt of a request from you. All communications with regards to refund should be sent to respective Gleneagles hospitals:

    Hospital Contact Details
    Gleneagles Hospital Kota Kinabalu [email protected]
    Gleneagles Hospital Kuala Lumpur [email protected]
    03-4141 3709
    Gleneagles Hospital Medini Johor [email protected]
    Gleneagles Hospital Penang [email protected]
  • 6.7 

    We reserve the right to modify / implement a new pricing structure at any time prior to billing you for your initial payment or for future payments

7. USE OF CONTENT & COPYRIGHT
  • 7.1 

    The Hospital owns and where applicable the license for the Website and the Web Portal as well the intellectual property contained thereon including all programs, processes, designs, software, technologies, trademark, trade names, inventions and materials therein. You shall not use the content available on the Website or the Web Portal without our prior written permission.

8. PRIVACY AND SECURITY
  • 8.1 

    We use secure encryption technology to keep your information safe and secured at all time. We are committed towards maintaining the privacy of the information uploaded by you on the Website and the Web Portal and complies with the industry standard security safeguards for the purpose of securing the Website and the Web Portal and the information provided/uploaded by you.

  • 8.2 

    We use all reasonable endeavours to ensure the integrity of the online payment facility's security. Despite our endeavours, breaches of security and confidentiality could occur. You acknowledge that we are not liable for any loss suffered by you as a result of any breaches in security.

9. INDEMNITY
  • 9.1 

    You agree to indemnify, defend and hold harmless the Hospital and your chosen Consultant from and against any and all losses, liabilities, claims, damages, demands, costs and expenses (including legal fees and disbursements in connection therewith and interest chargeable thereon) asserted against or incurred by us that arise out of, result from any breach or non-performance of any representation, warranty, covenant or agreement made or obligation to be performed by you pursuant to these Terms & Conditions, or your violation to the use of the Website and/or the Web Portal.

10. DISCLAIMER & LIMITATION OF LIABILITY
  • 10.1 

    The Website and/or the Web Portal, services and other materials are provided by this Website and/or the Web Portal is on an "as is" basis without warranty of any kind, express, implied, statutory or otherwise, including the implied warranties of title, non-infringement, merchantability or fitness for a particular purpose. Without limiting the foregoing, we make no warranty that:

    • a) 

      your requirements will be met or that services provided will be uninterrupted, timely, secure or error-free;

    • b) 

      materials, information obtained and results will be effective, accurate or reliable;

    • c) 

      any errors or defects in the Website and/or the Web Portal, services or other materials will be corrected.

  • 10.2 

    We will have no liability related to user content arising under intellectual property rights, libel, privacy, publicity, obscenity or other laws. We also disclaim all liability with respect to the misuse, loss, modification or unavailability of any user content.

  • 10.3 

    In no event shall the Hospital be liable for any direct, indirect, punitive, incidental, special or consequential damages or any damages whatsoever including without limitations, damages for loss of use, data or profits, arising out of or in any way connected with the use of the e-Health services.

  • 10.4 

    Hospital shall not be liable for any losses, damages or expenses sustained by individuals or by any other person in consequences of any delays in delivery, if such delays are at request of the individuals, or owing to the inability or refusal of the individuals or those present at the address at the time of attempted delivery, to take delivery of the medication order, whether by reason of lack of reasonable access to the address or place of delivery or otherwise, or to causes beyond the control of the hospital or delivery personnel.

  • 10.5 

    Your rights and obligations under these terms and conditions may not be assigned either in part or in whole without prior written consent from hospital. However, hospital reserves the right to assign its obligations and rights under these terms and conditions. Any delay or failure on our part to take action against any breach of these terms and conditions by individuals does not constitute a waiver of any kind of our rights, now and in the future, under this agreement.

11. USERS UNDERTAKING
  • 11.1 

    You understand that the Website and/or the Web Portal is a platform that users utilize to locate their chosen Consultants and make appointments for chat, phone or video consult. All of the Consultants who deliver the consultation through e-Health are independent Consultant solely responsible for the services each provides to you and that it is the sole responsibility of your chosen Consultant to obtain the patient’s informed consent. We shall not be liable for any professional advice you obtain from your chosen Consultant via the e-Health.

  • 11.2 

    You acknowledge that you understand and agree with the following:

    • a) 

      your chosen Consultant may determine that the e-Health services are not appropriate for some or all of your treatment needs, and accordingly may elect not to provide e-Health services to you through the Website and/or the Web Portal;

    • b) 

      we are not privy to all communication between your chosen Consultant and you. We do not have any control over such information and play no determinative role in the finalization of the same and hence do not stand liable for the outcomes of such communication;

    • c) 

      the content on the Website and Web Portal is general in nature and summarized and is provided for informational purposes only. The content of the Website and Web Portal, including without limitation, text, copy, audio, video, photographs, illustrations, graphics and other visuals, is for informational purposes only and does not constitute professional advice, or recommendations of any kind. Reliance on any content provided on the Website and/or the Web Portal or any links is solely at your own risk. We reserve the right to change or discontinue, at any time, any aspect or feature of the Website and/or Web Portal.

    • d) 

      Any audio, video and/ or digital recording of the e-Health services and consultation session with your chosen consultant are prohibited.

  • 11.3 

    Consent to Use and Disclosure of Personal and Sensitive Information

  • 11.3.1 

    You authorize the Hospital to collect, use, process, retain for a long term period, disclose, release and/or destroy the medical information and records that you have provided through the Website and/or Web Portal which may include the patient's personal and sensitive data ("Medical Information") including and unlimited for the foregoing purposes:

    • a) 

      for the purpose of providing the services and other reasonably related purposes, such purposes are set out in the Pantai Data Privacy Policy, accessible at https://www.pantai.com.my/Privacy-Policy.

    • b) 

      the release and receive of documentation of services by any registered medical practitioners including your chosen Consultant or other healthcare staff(s) and made in accordance with the Private Healthcare Facilities and Service (Private Hospitals and Other Private Healthcare Facilities) Regulations 2006 on the patient to the healthcare professional attending to the Patient (including consenting to the healthcare professional having access, inspecting and making relevant copies of the Medical Information);

    • c) 

      the disclosure of the patient's Medical Information whenever and to whomever the law or a court order may require and relevant name and details to the supplier of the Hospital if it is required by the law and/or authorities that the end-user consuming the medicine/ drug/ equipment must be recorded;

    • d) 

      so long as any part of cost remains unpaid, you consent and authorize the Hospital to make use of, to disclose and/or publish any information relating to the debt in such a manner and to such extent as the Hospital shall from time to time consider necessary, without further notification to you to any parties including credit reporting agencies / credit data management company operating in Malaysia, the auditors, solicitors and other professional advisors of the Hospital, any third party if required by law, regulation or by-law, subpoena, court order or other legal process;

    • e) 

      to enable the Hospital to respond to the request for Medical Information which may include the personal data and sensitive information of the patient in accordance to the Hospital's internal policy and practices which shall be in compliance with the Personal Data Protection Act 2010 and its regulations;

    • f) 

      to release your personal data including but not limited to your name, age and contact details if required to do so by the Hospital including the company that the Hospital has engaged to conduct any survey on the performance of the Hospital's services. You understand that that the survey company may contact and proceed to enlist your feedback on areas of service and quality received.

    • You could withdraw your consent for the aforementioned purposes at any time you wish by notifying the Hospital in email to: [email protected]; or in writing to Privacy Officer, Level 6, Block A, Pantai Hospital Kuala Lumpur, 8, Jalan Bukit Pantai, 59100 Kuala Lumpur. You agree to discharge and release the Hospital of any liability whatsoever and reimburse and indemnify the Hospital against any action, claim, suit or proceedings which may be brought by any person or third party against the Hospital releasing the Medical Information to the recipient in accordance with the authorization herein.

  • 11.3.2 

    You further confirm that all personal data that you have provided are all true, up-to-date and accurate. Should there be any changes to any of your personal data, you shall notify us immediately.

12. TERMINATION
  • 12.1 

    This Agreement may be terminated by either party at any time, with or without cause, nonetheless the Hospital reserves the rights to claim for any due payments.

  • 12.2 

    Without prejudice to our other rights under these Terms & Conditions, we have the rights to take any action as we deem appropriate if you do not comply with these Terms & Conditions. We may terminate the Agreement or restrict, suspend or terminate your access to the Website and/or the Web Portal at our sole discretion without notice at any time or if we determine that your use of the Website and/or the Web Portal violates the Agreement, is improper, substantially exceeds or differs from normal use by other users, or otherwise involves fraud or misuse of the service or harms our interests or those of another user of the service or of a third-party.

13. MODIFICATION
  • 13.1 

    The Hospital may at any time, without any prior notification to you, modify these Terms & Conditions.

  • 13.2 

    Please review the latest version of the Terms and Conditions before proceeding to avail the service of e-Health. If you continue to use the service, it shall be deemed that you agree and abide by the modified terms and conditions

14. MISCELLANOUS
  • 14.1 

    This Agreement shall be governed by and construed in all respects in accordance with the laws of Malaysia and the Parties hereto submit to the jurisdiction of the Courts of Malaysia.

  • 14.2 

    If any provision or terms of this Agreement is found to be void or unenforceable then it shall be severed to the extent of such invalidity or unenforceability. Severance shall not affect any other provision of this Agreement.

  • 14.3 

    Our failure to insist upon or enforce your strict compliance with the Agreement will not constitute a waiver of any of our rights.

  • Your acknowledgement and acceptance will be required when you subscribe to the e-health virtual consultation described above at the relevant Website, the Web Portal and/or through its authorized third-party websites If you have any queries or need any clarification or assistance, please contact respective Gleneagles hospital at:

    Hospital Contact Details
    Gleneagles Hospital Kota Kinabalu [email protected]
    +6088 518 888
    Gleneagles Hospital Kuala Lumpur [email protected]
    Gleneagles Hospital Medini Johor [email protected]
    +607 560 1000
    Gleneagles Hospital Penang [email protected]