Privacy Policy

1. Introduction

SETHRIDA SMARTCARE (“we”, “our”, or “us”) is a Ghana-based digital healthcare organisation that uses technology to improve access to healthcare services and support informed health decisions.

Through our website, web application, and related services, we facilitate virtual healthcare consultations, homecare services, health information and wellness services, and health data analytics solutions for healthcare organisations and other authorised clients.

We recognise that your personal information, particularly your medical and health information, is private and must be handled responsibly. This Privacy Policy explains how we collect, use, store, disclose, and protect your personal information when you visit our website, register on our platform, book a service, consult a healthcare professional, or otherwise interact with us.

We are committed to protecting your privacy and handling personal data in accordance with applicable laws in Ghana, including the Data Protection Act, 2012 (Act 843), and other applicable legal and professional obligations.

By using our services, you acknowledge that you have read this Privacy Policy. Where consent is required by law, we will seek your consent separately and appropriately.

2. Scope of This Policy

This Privacy Policy applies to:

Patients and individuals using our Virtual Clinic services.
Customers booking homecare or other healthcare-related services.
Healthcare professionals registered or applying to join our platform.
Visitors to our website and users of our digital applications.
Individuals who contact us through our website, email, telephone, or other communication channels.
Healthcare organisations and authorised representatives who engage us for health data analytics and related services.

Where we process personal data on behalf of a hospital, healthcare organisation, or other client, our responsibilities will depend on the applicable agreement and whether we act as a data controller, data processor, or in another legally recognised capacity.

3. Personal Information We Collect

The information we collect depends on the services you use and your relationship with SETHRIDA SMARTCARE.

3.1 Personal and Contact Information

We may collect:

Full name.
Telephone number and email address.
Date of birth or age, where relevant.
Residential address or service location for homecare bookings.
Emergency contact information, where necessary.
Account login and profile information.

3.2 Health and Medical Information

When you use our healthcare services, we may collect health information necessary to facilitate appropriate care, including:

Symptoms and reasons for seeking medical attention.
Medical and surgical history.
Current medications and known allergies.
Relevant diagnoses, clinical notes, and consultation records.
Relevant laboratory results, reports, and medical documents.
Information about physical activity, wellness, or other health concerns.
Information provided during video, audio, or text consultations.
Prescriptions, referrals, and follow-up recommendations generated through our services.

We treat health information as particularly confidential and restrict its use and disclosure to authorised purposes.

Please provide only information that is relevant to your care or the service you request.

3.3 Healthcare Professional Information

For healthcare professionals who apply to join or provide services through our platform, we may collect:

Full name and contact information.
Professional qualifications and certificates.
Registration PIN or professional registration number.
Professional licence and registration status.
Verification information obtained from the relevant regulatory body.
Identification and other KYC documentation where required.
Professional experience, areas of practice, and service availability.
Payment and settlement information necessary for remuneration.
Records relating to professional conduct, complaints, and service delivery.

We use this information to verify professional eligibility, manage provider accounts, support service delivery, and meet applicable legal and contractual obligations.

3.4 Payment Information

Payments for services may be processed through Paystack or other payment providers we may use.

We may receive transaction references, payment status, amount paid, transaction dates, refund information, and other relevant payment records.

Payment card or other sensitive payment credentials are handled according to the applicable payment provider's systems and policies. We do not operate customer or healthcare professional wallets for storing transferable balances on our platform.

We do not intend to collect or store complete payment card details directly unless a specific authorised arrangement requires it and appropriate safeguards are in place.

3.5 Technical and Usage Information

When you use our website or application, we may collect certain technical information, such as:

Internet Protocol (IP) address.
Browser type and device information.
Operating system.
Pages visited and interactions with our platform.
Access dates, times, and diagnostic logs.
Cookies and similar technologies, where implemented.

We use this information to maintain the security, functionality, and performance of our services and to understand how users interact with our platform.

3.6 Organisational and Analytics Data

Where healthcare organisations engage us for data analytics, reporting, or business intelligence, we may receive datasets containing clinical, operational, administrative, or service utilisation information.

Where possible, we encourage clients to provide aggregated, anonymised, or appropriately de-identified information.

Where datasets contain personal or identifiable health information, we process them only for authorised purposes, under appropriate contractual arrangements, and subject to applicable data protection requirements.

4. How We Collect Personal Information

We may collect personal information:

Directly from you when you register or complete a form.
When you book or receive a healthcare service.
During consultations or communications with healthcare professionals.
From healthcare professionals who are authorised to provide information relating to your care.
From relevant professional regulatory bodies to verify healthcare practitioners.
From payment service providers regarding transactions.
From healthcare organisations or authorised clients that engage us to provide services.
Automatically through website logs, cookies, and similar technologies, where enabled.

Where we obtain information from another source, we will handle it in accordance with applicable law and our responsibilities to the individuals concerned.

5. How We Use Personal Information

We use personal information for legitimate and specified purposes, including:

Creating and managing user accounts.
Facilitating Virtual Clinic consultations and healthcare appointments.
Coordinating homecare services and communicating with patients.
Supporting clinical assessment, continuity of care, and appropriate follow-up.
Processing payments, cancellations, and refunds.
Verifying healthcare professionals and managing provider accounts.
Responding to enquiries, complaints, and service requests.
Maintaining clinical, operational, and transaction records.
Providing authorised health analytics, reporting, and business intelligence services.
Improving the functionality, safety, and reliability of our platform.
Detecting fraud, unauthorised activity, and security incidents.
Meeting applicable legal, regulatory, accounting, and professional obligations.
Sending service-related communications and, where permitted, marketing communications.
Protecting the rights, safety, and legitimate interests of patients, healthcare professionals, and our organisation.

We will not use personal information for purposes that are incompatible with the purposes for which it was collected unless we have an appropriate legal basis or other authorisation under applicable law.

6. Lawful Basis for Processing

We process personal information only where an appropriate legal basis applies.

Depending on the circumstances, this may include:

Your consent, where consent is required or relied upon.
Taking steps at your request before entering into a contract or performing a contract with you.
Providing or coordinating healthcare services and maintaining relevant care records.
Complying with legal and regulatory obligations.
Protecting vital interests where legally applicable.
Other lawful grounds recognised under applicable Ghanaian law.

Health information may be subject to additional legal protections. Where processing requires explicit consent or another specific authorisation, we will obtain or establish the required authorisation before proceeding.

You may withdraw consent where consent is the applicable basis for processing. Withdrawal will not invalidate processing lawfully undertaken before withdrawal, and it may affect our ability to provide certain services.

7. Confidentiality of Medical Information

SETHRIDA SMARTCARE understands the sensitive nature of medical information.

We apply confidentiality safeguards to health records and restrict access to personnel and healthcare professionals who are authorised and have a legitimate need to access the information for the relevant service.

Healthcare professionals using our platform are expected to comply with applicable professional confidentiality requirements and relevant legal obligations.

We will not disclose your medical information to unrelated third parties for their independent marketing purposes without an appropriate legal basis or authorisation.

However, confidentiality is not absolute. Information may be disclosed where required or permitted by law, where necessary for authorised healthcare delivery, or where legally justified to protect a person's vital interests or safety.

We may share personal information only where necessary and appropriately authorised, including with the following categories of recipients:

8.1 Healthcare Professionals

We may share relevant patient information with the healthcare professional providing or coordinating your consultation, treatment, or homecare service.

8.2 Payment Service Providers

We may share relevant transaction information with Paystack or another payment service provider to process payments, investigate transaction issues, and administer refunds.

8.3 Technology and Service Providers

We may use authorised providers for hosting, secure storage, communication, video consultations, software maintenance, analytics, and technical support.

Such providers should be given access only to the information necessary to perform their authorised functions and should be subject to appropriate confidentiality and security obligations.

8.4 Healthcare Organisations and Business Clients

Where we provide analytics or related services to hospitals, healthcare organisations, or other clients, information will be disclosed or processed according to the relevant service agreement, permissions, and applicable law.

We will not assume that a client's possession of a dataset automatically authorises every possible use of that data.

8.5 Regulatory and Public Authorities

We may disclose information to courts, regulators, law enforcement agencies, or other competent authorities where legally required or otherwise lawfully justified.

8.6 Business Transfers

If our business undergoes a merger, restructuring, acquisition, or similar transaction, personal information may be transferred where legally permitted and subject to appropriate confidentiality and data protection safeguards.

We do not sell personal information or medical records to third parties as a commercial product.

9. Artificial Intelligence and Automated Technologies

Where artificial intelligence or automated tools are implemented in our services, they may assist with functions such as preliminary symptom assessment, service navigation, administrative support, or analysis of health information.

Any AI-assisted feature will be used within its defined purpose and subject to appropriate safeguards.

AI-generated information is not a substitute for professional medical judgement. Users should not rely solely on automated outputs to make urgent or high-risk healthcare decisions.

We will not introduce high-impact automated decisions involving personal information without assessing the applicable legal requirements and implementing appropriate safeguards.

Where required, we will provide relevant information about the use of automated processing and the available means of obtaining human review.

10. Cookies and Similar Technologies

Our website may use cookies or similar technologies to support essential functionality, maintain user sessions, improve security, understand website performance, and remember user preferences.

Where non-essential cookies or similar tracking technologies are used, we will provide appropriate information and obtain consent where required by applicable law.

You may be able to manage cookies through your browser settings or any cookie preference tool we provide. Disabling certain cookies may affect some website functions.

Details of any third-party analytics or tracking technologies will be provided where applicable.

11. Data Security

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration, disclosure, or destruction.

Depending on the system and the information involved, safeguards may include:

Access controls and role-based permissions.
Password protection and appropriate authentication measures.
Encryption where appropriate and supported.
Secure hosting and data transmission.
Staff confidentiality obligations and data protection training.
Security monitoring, backups, and recovery procedures.
Vendor assessment and appropriate contractual safeguards.
Procedures for responding to suspected data breaches.

No electronic system or internet transmission can be guaranteed to be completely secure. Nevertheless, we work to reduce risks and respond appropriately when security incidents occur.

Where a personal data breach triggers a legal notification obligation, we will notify the relevant authority and affected individuals as required by applicable law.

12. Data Retention

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, meet applicable legal or regulatory requirements, maintain appropriate clinical and financial records, resolve disputes, and protect legitimate interests.

Retention periods may differ according to the type of information, the nature of the service, and the applicable legal or professional requirements.

When personal information is no longer required, we will take appropriate steps to securely delete, destroy, or anonymise it, subject to any applicable retention obligations.

Requests to delete information may be limited where we are legally required to retain particular records.

13. International Data Transfers

Some technology, hosting, communication, or payment service providers may process or store information outside Ghana.

Where personal information is transferred internationally, we will take appropriate steps to ensure that the transfer is lawful and that suitable data protection safeguards are in place, as required by applicable law.

We will consider the location of the recipient, the nature of the information, the purpose of the transfer, and the safeguards available.

14. Your Privacy Rights

Subject to applicable law and any relevant limitations, you may have the right to:

Request access to personal information we hold about you.
Request correction of inaccurate or incomplete information.
Request deletion or destruction of information where legally appropriate.
Object to or request restriction of certain processing activities where applicable.
Withdraw consent where processing is based on consent.
Ask how your information is collected, used, or shared.
Raise concerns about the handling of your personal information.
Seek assistance or lodge a complaint with the relevant data protection authority.

To exercise these rights, contact us using the details in Section 19. We may need to verify your identity before responding.

We will respond to requests in accordance with applicable law. Certain rights may be limited by legal obligations, clinical record requirements, or the rights of other individuals.

15. Children's Privacy

Our services are intended to be used in accordance with applicable age requirements and healthcare consent rules.

Where a child requires healthcare services, we will handle the child's information in accordance with applicable law, including requirements relating to parental or guardian consent, the child's best interests, and confidentiality.

We will take reasonable steps to ensure that information about children is collected and processed only for appropriate and authorised purposes.

If you believe a child's personal information has been collected unlawfully, please contact us so that we can investigate.

16. Marketing and Communications

We may send you communications relating to bookings, consultations, service updates, account security, payments, and other matters necessary for the delivery of our services.

Where permitted by law, we may also send health education materials, service announcements, or promotional communications.

You may opt out of non-essential marketing communications using the unsubscribe method provided or by contacting us directly. Opting out of marketing will not prevent us from sending essential service or legally required communications.

We will not use confidential medical information to target unrelated advertising without an appropriate legal basis and authorisation.

17. Third-Party Websites and Services

Our website or platform may contain links to third-party websites, applications, payment services, or communication tools.

These services may operate under their own privacy policies and terms. We encourage you to review those policies before providing personal information to third parties.

We are not responsible for the independent privacy practices of third-party services, although we will take reasonable steps when selecting and managing service providers acting on our behalf.

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, legal requirements, or data protection practices.

When we make material changes, we will update the “Last Updated” date and provide additional notice where required or appropriate.

The updated policy will be published on our website. Where a change requires renewed consent or another specific legal step, we will take that step before implementing the relevant processing.

19. Contact Us

If you have questions, concerns, or requests relating to this Privacy Policy or your personal information, please contact:

Website: https://www.sethridasmartcare.com

Email: info@sethridasmartcare.com

Telephone: +233 538 891 546

Location: Accra, Ghana

Please include “Privacy Request” in the subject line of your email so that we can direct your enquiry appropriately.

Where you believe your personal information has been handled in violation of applicable data protection law, you may also contact the Data Protection Commission of Ghana through its official website at https://dpc.gov.gh.

20. Our Commitment

SETHRIDA SMARTCARE is committed to maintaining the confidentiality, integrity, and appropriate use of personal information entrusted to us.

We believe that privacy, trust, and responsible data management are essential to delivering accessible, patient-centred digital healthcare.

We will continue to review our policies and practices as our services develop, with the aim of protecting individuals and supporting responsible healthcare innovation in Ghana.