Clinical responsibility and scope

• All clinical decisions and prescriptions are made by appropriately qualified, registered clinicians.
• Remote care is provided only where it is judged clinically appropriate; otherwise patients are sign-posted or escalated to in-person services.
• The platform is designed primarily for non-emergency conditions. We repeatedly sign-post emergency routes (999, A&E, urgent care, NHS 111) where needed.

Data protection and security

• Patient, clinician and pharmacy data are handled using modern, security-focused cloud tooling with access controls and encryption in transit.
• Role-based access control ensures users only see information needed for their role (patient, clinician, pharmacy, admin).
• Key actions (such as triage outcomes, prescribing events and access to sensitive records) are logged for audit purposes.

For full details, please see our Privacy Notice and Patient Terms.

Responsible use of AI

• AI is used to support, not replace, human decision-making (for example, structuring symptom descriptions or drafting summaries).
• AI tools do not independently diagnose conditions or decide whether medication is appropriate.
• Clinicians are trained to critically appraise any AI-generated outputs and must not accept them uncritically.
• AI usage is logged where relevant so that its impact on care can be reviewed and audited.

Patients are informed when AI-supported features are used, and disclaimers make clear that these tools cannot provide a diagnosis or replace urgent medical assessment.

Quality, feedback and continuous improvement

• Consultation outcomes, complaints, incidents and near-misses can be recorded and reviewed via the governance and quality dashboards.
• Patterns in prescribing, triage outcomes and escalations can be analysed to identify training and system improvements.
• Patients and partners (such as pharmacies) are encouraged to report concerns so that NHO can investigate and improve.