Legal
Patient Thread is a secure app that connects you with the clinic looking after you. It is provided by Patient Thread Ltd and is available in a web browser and as an iPhone app. These terms apply to patients, and to the clinicians and staff who use Patient Thread in their practice. By creating an account or using the app you accept these terms and our privacy policy.
Patient Thread Ltd. Registered in England and Wales, company number 17167409. Registered office: Aston Park Farm, Stringers Lane, Aston, Hertfordshire, SG2 7EF. ICO registration ZC223090. Contact: chris@patientthread.com.
If you also use Results Checker, its own terms apply to that service.
Patient Thread Ltd supplies the software. Your clinic and its clinicians provide your medical care, decide what goes into your clinical record, and are responsible for it. Anything a clinician tells you through the app (messages, letters, results, appointments, video consultations) comes from your clinic, not from Patient Thread Ltd. Nothing in the app creates a doctor and patient relationship between you and Patient Thread Ltd.
Consultation fees, any discount your clinic offers on them, appointment availability and how quickly a clinic replies are matters between you and your clinic. Where the app describes a plan benefit that your clinic delivers (for example a yearly review or priority appointments), it is provided by your clinic and is subject to availability.
Do not use Patient Thread if you need urgent help. Messages are not monitored around the clock and may not be read for several days. Reply targets shown in the app are targets, not guarantees. If you feel very unwell call 999, or contact NHS 111 or your GP.
Health information, risk scores, charts and reminders in the app are there to support the care your clinic gives you. They do not replace advice from your clinician, and you should not change or stop any treatment because of something you see in the app without speaking to your clinician first.
Patient accounts are for people aged 18 or over who have been invited by a clinic. Give accurate details, keep your password to yourself, and tell us or your clinic straight away if you think someone else has used your account. One account is for one person.
Information you add yourself (for example home blood pressure readings, medications or uploaded results) is shown to your clinic for review. It is not part of your confirmed record until a member of the clinic team has checked it, and sending it does not mean anyone has seen it yet.
Essential is free. Connected and Complete are paid monthly plans that add features such as secure messaging and uploading results. The features of each plan and its current price are shown on the plans page before you buy.
If you subscribe on our website, payment is taken monthly in advance by our payment provider, Stripe. The plan renews automatically each month until you cancel, which you can do at any time from the manage subscription page. You keep the plan until the end of the period you have paid for.
If you subscribe in the iPhone app, the purchase is made through the App Store and is billed by Apple to your Apple ID. It renews automatically each month unless you cancel at least 24 hours before the end of the current period. You manage or cancel it in your iPhone Settings under your Apple ID, Subscriptions. Refunds for App Store purchases are handled by Apple under its own terms.
You only need one subscription. If you already have a paid plan, the app will not offer you a second one.
Your right to cancel. If you are a consumer you have 14 days from the day you subscribe to change your mind under the Consumer Contracts Regulations. If you ask us to start the plan during those 14 days and then cancel, we may charge for the days used and will refund the rest. For website subscriptions email us; for App Store subscriptions ask Apple.
We may change prices. We will tell you by email at least 30 days before a change affects you, and you can cancel before it does. If a payment fails we may move the account to Essential until it is put right; your record is not deleted.
Clinics and clinicians subscribe under the practice plans shown on our pricing page, billed by Stripe on the same monthly terms.
Use Patient Thread only for your own care, or as a member of a clinic team for the care of that clinic's patients. You must not try to see another person's information, test or overload the service, upload harmful files, send abusive messages, or copy or resell the service. Clinic users must use it in line with their professional duties and their clinic's policies. We may suspend an account that breaks these terms, and we will tell the clinic concerned.
Your clinic is the data controller for your clinical record. Patient Thread Ltd processes it on the clinic's instructions and is the controller for account, subscription and support information. Our privacy policy explains what is held, where, for how long, and your rights. Clinical records are kept for the periods the law requires of your clinic, so closing your app account does not delete your clinical record; ask your clinic about that.
Where your clinic offers video consultations, they run inside the app. Your clinic will tell you if a consultation is being transcribed to help write your clinic letter, and you can say no. You must not record a consultation yourself without your clinician's agreement.
We work to keep Patient Thread available at all times but cannot promise it will never be interrupted. We may add, change or withdraw features, giving reasonable notice where a change takes something away from a plan you pay for. If we ever withdraw the service we will give at least 60 days' notice.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that the law does not allow us to limit. Your legal rights as a consumer are not affected.
Subject to that: we are not responsible for the medical care, advice or decisions of your clinic; we are not responsible for loss caused by using the app in an emergency instead of calling for help; and our total liability to you in any 12 months is limited to the amount you paid us for your plan in that period, or 100 pounds if that is more.
We will post changes here with a new version number and date, and email account holders about important changes before they take effect.
These terms are governed by the law of England and Wales and the courts of England and Wales have jurisdiction. Consumers in Scotland and Northern Ireland may also bring proceedings in their local courts. If something has gone wrong, email chris@patientthread.com and we will reply within 10 working days. Concerns about your medical care should go to your clinic.