1. OneHealth is a Specialized Clinics that provides world-class medical care services, enabling a high-quality and unique healthcare journey for customers in Egypt, intending to change the healthcare experience to a more convenient and seamless one whether that is within branches located throughout Cairo or through the available medical services via phone and video.

1. AXA OneHealth is committed to protecting patient privacy by maintaining the privacy of patient health information and providing the patient with these Privacy Policy practices.
2. AXA OneHealth uses or discloses patient health information and follows the privacy practices described in this policy that are most protective of your privacy rights.
3. AXA OneHealth has the right to change the privacy practices described in this policy at any time and this applies to all health information. AXA OneHealth will publish the new notice on its website and/or make it available to the patient.

1. Providing information to the patient about how his personal information (which includes his health information) is collected and used in practice and the circumstances that may necessitate the exchange of that information between AXA OneHealth and other parties.

1. Collection of Personal Information:
2. AXA OneHealth needs to collect patient personal information to provide healthcare services and manage the patient’s health affairs and use it for directly related matters such as claims, financial/insurance payments, auditing, accreditation, and business matters (such as staff training).

1. Names, date of birth, addresses, and contact information (mobile phone number and email)
2. Medical information including medical history, medications, allergens, clinical complications, prevention, social history, family history, and risk factors.
3. Laboratory samples or x-rays for examination and diagnosis
4. Insurance number (if available) for identification, claim, and insurance-related information provided by you or your insurance company.
5. Medical record number, health care identifiers
6. Some places within medical centers are monitored with surveillance cameras for security purposes. These places do not include examination rooms. Tapes are kept securely for 3 months to be used when needed by the appointed persons in the security team. Video recording is normally used in case of incidents investigation like, stealing, fraud, client complaints, … etc.

1. At the first time of service, AXA OneHealth employees collect the patient’s personal and demographic information.
2. Information may be collected while downloading, activating, or using the Applications through the Applications.
3. During the provision of medical services, AXA OneHealth may collect further personal information, or medical data, to examine and diagnose the condition.
4. While visiting the AXA OneHealth website, sending an SMS, calling the helpline, making an appointment online, or communicating through other means.
5. Sometimes information is collected from other sources.
6. The guardian and the person are responsible.
7. Other healthcare providers involved such as specialists and relevant health professionals.
8. Hospitals and providers of community health services, diagnostic analysis, and diagnostic radiology services.
9. The insurance company, employer, or service provider if the service is provided by them.

1. With third parties who work with AXA One Health as an insurance provider, healthcare provider, or service provider, including but not limited to:
   
   1. Pay Mob
   2. AlMokhtabar or any laboratory contracted with AXA One Health
   3. Yodawy Platform for medication delivery.
2. Knowing that there is a contract with all third parties with whom data is shared ensures the protection of data confidentiality.

1. Patient personal information may be stored at AXA OneHealth premises in various ways such as electronic records, paper records, audio, visual, or video recordings. AXA OneHealth stores all personal information securely as it requires all its employees and contractors to comply with the provisions of confidentiality agreements, so access to personal information is only available to individuals authorized by AXA OneHealth.
2. AXA OneHealth has implemented technical, physical, administrative, and organizational safeguards to protect collected information from loss, misuse, unauthorized access, disclosure, modification, and destruction. 
3. The patient should take steps to protect against unauthorized access to their password, phone, and computer in multiple ways, including logging out after using a shared computer, choosing a strong password that no one else knows or can easily guess, and keeping the login and password confidential. AXA OneHealth is not responsible for any lost, stolen, or compromised passwords or for any action taken through the patient’s account due to password trading.
4. All credit/debit card details and personally identifiable information will not be stored, sold, exchanged, or rented to any third parties.
5. Patients’ personal and medical information and call recordings are kept under what is stipulated in Egyptian laws & Regulations, starting from 3 months and up to a maximum of 10 years according to the type of data and the purpose of processing. Once the specified retention period expires, the data is completely securely deleted so that it cannot be accessed again.

1. The patient has the right to request access to and correction of his personal information.
2. Information in the patient’s records shall not be released to anyone outside the clinic.
3. The patient has the right to submit a request to access his medical record and correct his personal data. In this case, AXA OneHealth requests that the patient submit this request in writing addressed to the relevant department via email, and AXA OneHealth will respond accordingly within 30 days of receiving the request.
4. The patient may be responsible for paying the necessary fees for providing this information to him.
5. AXA OneHealth takes reasonable steps to correct patient personal information when the information is inaccurate or is updated from time to time. AXA OneHealth advises the patient to verify the accuracy of his or her personal information stored in a system.
6. The patient may also request that AXA OneHealth correct or update his information through a written request submitted to the competent authority.
7. AXA OneHealth doesn’t encourage WhatsApp communication between doctors and patients and it’s not part of patient accepted rights within one health. The security of data communicated via this channel does not depend on OneHealth, and we cannot provide any guarantees regarding the security measures implemented by Meta.
8. If the patient gives certain consent to process his data, he may withdraw or amend his consent at any time by contacting customer service.

1. When providing the service for the first time, the patient agrees to enable AXA OneHealth to transfer the necessary information related to his personal or medical data.
2. With third-party medical diagnostic institutions when additional medical examinations and analyses are needed.
3. When required or authorized by law.
4. When it is necessary to reduce or prevent a serious threat to the patient’s life, health, safety, or public health or safety, or when it is difficult to obtain patient consent.
5. In the event of a medical emergency where a patient’s identifying information may be disclosed without his or her prior consent.
6. When helping to locate a missing person.
7. If a just claim is established, presented or defended.
8. In the case of confidential dispute settlement.
9. When there is a legal requirement that requires the exchange of certain personal information (for example some diseases require mandatory notification such as Covid-19).
10. For quality audit purposes, the patient’s identity is removed when his data is released outside AXA OneHealth. Access to information is provided about persons to whom patient data is necessary. AXA OneHealth will not share patient personal information with any third party without the patient’s consent except in the cases mentioned above and when the provision of medical care services warrants it as described in this policy.
11. By using our services, you as a default accept that AXA OneHealth may communicate with you to announce new services or offers. If you wish not to receive these messages, you can opt out of this easily by contacting the Call Center on 15292.

1. All AXA One Health patients must sign consent as per the policy (General Consent)
2. General consent is obtained when the patient registers for his visit to the clinic, through online registration or on a Mobile Application.

1. Submitting a privacy complaint, and how to handle the complaint in our clinic:
2. AXA OneHealth takes complaints and privacy-related inquiries seriously. Therefore, the patient must express any privacy concerns in writing and notify us through our email customerfeedback@one-health.com. AXA OneHealth hereby attempts to deal with the issue in accordance with the procedures stipulated in this regard.

Yodawy Digital Pharmacy Policy:

To activate the Yodawy Digital Pharmacy Service, note that certain personal data will be shared such as your name, phone number, address, diagnosis, and prescription.

Upon obtaining consent, please note that The Digital Pharmacy Service is then applied to all encounters, you will be given the option to confirm or decline delivery for that encounter/day. If you have several different encounters on the same day, confirmation of the service will apply to all the encounters of that day.

If you would like to opt out of the service at any time, please call 15292.