Privacy Policy for MAIRE Health Ltd
Version: 4.25 | Last Updated: 3 April 2025
Introduction
MAIRE Health Ltd provides AI-driven receptionist services to GP surgeries across the UK. We handle patient telephone calls, securely collecting and processing personal data strictly on behalf of GP surgeries. This policy describes how we manage and protect your personal data in compliance with UK General Data Protection Regulation (UK GDPR), Data Protection Act 2018, and NHS clinical safety standards (DCB0129, DCB0160).
Information We Collect
- Full Name
- Gender
- Date of Birth
- Telephone Number
- Postcode
- Reason for Call
- Call Transcript and AI-generated Summary
Purpose of Data Collection
- Verify your identity
- Enable GP surgeries to triage and manage your calls efficiently
- Ensure precise communication of your healthcare needs
- Improve our AI systems using anonymised data
- Resolve technical or service issues
Legal Basis for Processing
- Article 6(1)(e) & (f), UK GDPR: To assist GP surgeries in delivering healthcare services efficiently (public interest and legitimate interests).
- Article 9(2)(h), UK GDPR: For the provision of healthcare services.
Data Sharing and Disclosure
Your personal information, including call summaries and transcripts, is shared exclusively with the relevant GP surgery. We never share personal data with third parties unless legally required.
Data Storage and Security
Personal data is securely stored on AWS servers within the UK, safeguarded with encryption and robust security controls. We follow NHS guidelines, applying rigorous measures including role-based access and regular audits.
Data Access by Engineers Outside the UK
Our engineers might be located outside the UK and may access data only to maintain and improve system performance. This access is strictly controlled, employing Standard Contractual Clauses (SCCs) and rigorous security protocols in full compliance with UK GDPR.
Data Retention
- Personal Data: Immediately deleted after secure transfer to your GP surgery.
- Anonymised Data: Retained securely for a maximum of 12 months solely to improve service quality.
Your Data Subject Rights
- Access and request a copy of your data
- Correct inaccuracies
- Request data deletion (subject to legal and contractual constraints)
- Object to processing
Please contact your GP surgery primarily for such requests. MAIRE Health Ltd will support your GP surgery as required. MAIRE Health will not store your personal data after transferring them to your GP surgery.
Automated Decision-Making
Our AI system does not make clinical or administrative decisions independently; it simply acts as a non-clinician GP surgery receptionist to aid GP staff by transcribing and summarising calls.
Complaints Procedure
We handle complaints seriously. Please write to:
MAIRE Health Ltd
Apartment 103, 31 Abell House, John Islip Street,
London, SW1P 4FE, UK
Email: [email protected]
You also have the right to escalate complaints to the Information Commissioner's Office (ICO):
Website: www.ico.org.uk
Phone: 0303 123 1113
Policy Updates
Updates will be communicated clearly to GP surgeries and published on our website. Please review this page periodically for the latest information.
Maire Health Privacy Policy (Australia)
Current as of: 14/04/2025
The objective of this privacy notice is to provide you, our patient, with clear information on how your personal information is collected and used within the practice. Occasionally we also need to share your personal information to involve others in your healthcare and this policy outlines when, how, and why we share your information.
1. Who can I contact about this policy?
For enquiries concerning this policy, you can contact Nathan Riseley – Maire Health Operations.
2. When and why is your consent necessary?
When you register as a patient of a practice engaged with Maire Health, or a facility using one of our services, you provide consent for the GPs, practice staff and Maire Health to access and use your personal information to facilitate the delivery of healthcare. Access to your personal information is restricted to practice team members who require it for your care. If we ever use your personal information for purposes other than healthcare provision, we will obtain additional consent from you.
It is important to us that as our patient, you understand why we collect and use your personal information.
3. Why do we collect, use, store, and share your personal information?
The practice (and Maire Health, through the use of our service models) collects, uses, stores, and shares your personal information primarily to manage your health safely and effectively. This includes providing healthcare services, managing medical records, and ensuring accurate billing and payments. Additionally, we may utilise your information for internal quality and safety improvement processes such as practice audits, accreditation purposes, and staff training to maintain high-quality service standards.
4. What personal information is collected?
- Names, date of birth, addresses, contact details
- Medical information including medical history, medicines, allergies, adverse reactions, immunisations, social history, family history, and risk factors
- Medicare number (where available) for identification and claiming purposes
- Healthcare identifier numbers
- Health fund details
5. Can you deal with us anonymously?
You can deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.
6. How is personal information collected?
Maire Health and the practice(s) using our service models may collect your personal information in several different ways:
- When you make your first appointment, the practice team will collect your personal and demographic information via your registration.
- We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment, or communicate with us using social media.
- In some circumstances, personal information may also be collected from other sources, including:
- Your guardian or responsible person
- Other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services, and pathology and diagnostic imaging services
- Your health fund, Medicare, or the Department of Veterans’ Affairs (if relevant)
- While providing medical services, further personal information may be collected via:
- Electronic prescribing
- My Health Record
- Online appointments
- Photos and medical images: These can be taken using personal devices for medical purposes, following the guidelines outlined in our guide on using personal devices for medical images. While these may be taken and used by a practice using a Maire Health facility, Maire Health will not collect or store images of you or your likeness.
7. When, why and with whom do we share your personal information?
We sometimes share your personal information:
- With third parties for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy
- With other healthcare providers (e.g. in referral letters)
- When it is required or authorised by law (e.g. court subpoenas)
- When it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent
- To assist in locating a missing person
- To establish, exercise or defend an equitable claim
- For the purpose of confidential dispute resolution process
- When it is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
- When it is provision of medical services, through electronic prescribing, My Health Record (e.g. via Shared Health Summary, Event Summary)
Only people who need to access your personal information will be able to do so. Other than providing medical services or as otherwise described in this policy, the practice will not share personal information with any third party without your consent.
We do not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
8. Will your information be used for marketing purposes?
The practice using Maire Health’s service models will not use your personal information for marketing any goods or services directly to you without your expressed consent. If you do consent, you may opt out of direct marketing at any time by notifying the practice in writing. Maire Health will not use your personal information for marketing any goods or services directly to you without your expressed consent. If you do consent, you may opt out of direct marketing at any time by notifying the practice in writing.
9. How is your information used to improve services?
Maire Health and the practice(s) using Maire Health Service Models may use your personal information to improve the quality of the services offered to patients through research, analysis of patient data for quality improvement and for training activities with the practice team.
We may provide de-identified data to other organisations to improve population health outcomes. The information is secure, patients cannot be identified, and the information is stored within Australia. You can let reception staff know if you do not want your information included.
10. How are document automation technologies used?
Document automation is where systems use existing data to generate electronic documents relating to medical conditions and healthcare.
Maire Health uses document automation technologies to create documents such as referrals, which are sent to other healthcare providers. These documents contain only your relevant medical information.
These document automation technologies are used through secure medical software. Best Practice Software.
All users of the medical software have their own unique user credentials and password and can only access information that is relevant to their role in the practice team.
The practice complies with the Australian privacy legislation and APPs to protect your information.
All data, both electronic and paper are stored and managed in accordance with the Royal Australian College of General Practitioners Privacy and managing health information guidance.
11. How are Artificial Intelligence (AI) Agents used?
Maire Health offers AI tools for practice usage, the practice(s) use(s) a Maire Health AI Reception Agent to support practice bookings and reception based administration tasks (taking messages and booking appointments).
- AI Reception Agents do not share information outside of Australia
- Destroy the audio file once the transcription is complete
- Retain sensitive, personal identifying information as part of the transcription
The practice(s) using Maire Health Service Models will only use data from our digital service to provide healthcare to you.
12. How is your personal information stored and protected?
Your personal information may be stored in Australia using Amazon Web Services, with data storage on-shore in Australia.
The practice(s) using Maire Health Service Models store all personal information securely.
13. How can you access and correct your personal information at Maire Health or the practice(s) using Maire Health?
You have the right to request access to, and correction of, your personal information. Maire Health and the practice acknowledges patients may request access to their medical records.
Maire Health and the practice(s) using Maire Health Service Models will respond to any requests to access or correct your personal information within 28 days.
Maire Health and the practice(s) using Maire Health Service Models will take reasonable steps to correct your personal information where the information is not accurate or up to date. Sometimes, we will ask you to verify your personal information held by the practice is correct and current. You may request we correct or update your information. To do this please contact via the practice you routinely visit for medical services.
14. How can you lodge a privacy-related complaint, and how will the complaint be handled at Maire Health and the practice(s) using Maire Health Solutions?
We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have.
If you do not feel we have resolved your issue, you may also contact the Office of the Australian Information Commissioner. The Office of the Australian Information Commissioner will require you to give them time to respond before they investigate. For further information visit www.oaic.gov.au or call the OAIC (Office of the Australian Information Commissioner) on 1300 363 992.
15. How is privacy on the website maintained?
At Maire Health, any personal information you share with us through website, email, and social media, is handled securely and confidentially. This practice uses analytics and cookies.
16. Policy review statement
Our privacy policy is regularly reviewed to ensure compliance with current obligations.
- They will be reflected on the website.
- Significant changes may be communicated directly to patients via email or other means.
Please check the policy periodically for updates. If you have any questions, feel free to contact us.
