Terms & Conditions

The Medical Concierge Group (TMCG) is a digital health company that provides remote healthcare services to its subscribed members through an integrated brand and model called “Rocket Health” which includes tele-consultations, laboratory sample pick up, medicine deliveries and a telemedicine clinic. TMCG runs a 24/7 telehealth contact center, a 12/7 mobile pharmacy and laboratory run by licensed medical doctors, pharmacists, lab technologists and a 14/7 telemedicine clinic.

TMCG has established effective strategies to ensure great clinical outcomes and exceptional client experience at every touch point. Some of these strategies include but are not limited to post care follow up, real time client experience surveys, continuous medical education for all health workers and staff training.

The telehealth services are made available to all subscribed members to the extent of what the package subscribed to entails. All TMCG’s subscription packages offer an individual benefit. As a member, it is mandatory to abide by the terms and conditions stipulated in this document.

1.1 The subscription contract between TMCG and a client is concluded when the latter successfully completes registration, agrees to TMCG’s terms of service, data protection and privacy policy and successfully completes payment.

1.2 The subscription contract confirmation can be accessed via the website, in hard copy or by SMS.

2.1 All subscription contracts are valid for 12 months from the time a member receives confirmation of payment for the subscribed healthcare plan and  signs or agrees to TMCG’s terms of service and data privacy and protection policy.

2.2 TMCG may amend these terms of service during the subscription contract period and members will be notified of the updates.

2.3 The subscription contract ends after the 12 months or when the contract is cancelled. The events that may lead to the cancellation of the contract are highlighted in section 3.0 of this document.

3.1 A member in breach of contract will result into a subscription contract cancellation as deemed fit by TMCG.

3.2 Two subscription contract cancellation notices will be shared with the member prior to terminating the contract either in writing or via a phone call.

3.3 A member will be in breach of contract when one engages in prohibited acts as stipulated in section 7.0 of this document.

4.1 All the subscription packages are inclusive of Value Added Tax.

4.2 The payments for the packages can be made via Mobile Money, debit/credit card payments, Electronic Fund Transfers (EFT) and cash. In each, subscription payments are made in advance.

4.3 For EFT payments, the membership starts after the TMCG bank has confirmed receipt of funds. The Mobile Money payment option currently only caters for MTN and Airtel Money.

4.4 An individual that has made a part payment of a subscription package does not qualify to be a member until a full amount is made.

5.1 The Subscriber reserves the right to withdraw this subscription and to terminate its obligations hereunder at any time they deem fit.

5.2 Consequences of withdrawal include:

5.2.1 If a member withdraws from the subscription contract, they will not receive any refunds for payments made prior or benefits unutilised.

5.2.2 In the event that a subscribed member is dissatisfied with the service delivery, TMCG advises that the member logs in a complaint with our customer relationship management team by calling the toll free line 0800 100 700 or sending an email to info@tmcg.co.ug between 9am and 5pm, Monday to Friday.

5.2.3 Subscriptions are non-transferable. Under no circumstances is a subscription transferred from one exiting member to another aspiring new member.

6.1 Subscription renewal alerts via SMS and email will be sent out to our members during the last three months of the subscription contract.

6.2 Renewal for a subscription is allowed to be made at any time during the running subscription contract period. It is important to note that long term prepayment discounts are not currently available.

7.1 An unsubscribed member accessing or utilising the benefits of a subscribed member.

7.2 A member fails to adhere to any of the terms of service shared herein.

7.3 Sharing the dedicated telehealth center contact details with non-members.

7.4 Receiving or charging money, favours or other consideration on behalf of TMCG for allowing a non-member to use or access the services offered to subscribed members.

7.5 Providing false medical information that jeopardizes the clinical decision making of our medical team.

7.6 Transferring a subscription to another individual.

Note:
All of the above will be collectively referred to as “prohibited acts”.

We reserve the right to use any means available to us and within legal limits to monitor that you are complying with these terms.

8.1 TMCG offers various products and services to the public and is involved in various corporate social investment activities.

8.2 You agree that additional terms and conditions may apply to the purchase of products and/or subscription to services including contests, promotions, campaigns, offers or similar features, and that you will be bound by those additional terms and conditions to the extent that you make purchases from TMCG or participate in contests, promotions, campaigns, offers or similar features.

9.1 You agree that TMCG may collect, process, use, store and transfer across borders a member’s de-identified data in accordance with applicable data protection and data privacy laws. The Privacy Policy sets out the details of the personal and other information which TMCG and members of TMCG collect, process and/or store. The Privacy Policy is accessible at https://www.tmcg.co.ug

9.2 If you have any questions about the information TMCG or members of TMCG collect, use, process or transfer when you use this digital platform or the content, you can contact TMCG by email at info@tmcg.co.ug

10.1 The failure by any member of TMCG to exercise or enforce any right or provision of these terms shall not constitute a waiver of such right or provision.

10.2 These terms and any additional terms make up the whole agreement between you and TMCG relating to the access and use of the services offered under the healthcare plan subscribed to.

10.3 If you have any questions or queries please contact us on 0800 100700 or info@tmcg.co.ug Subscribe to any of our healthcare plans, by signing up on our website https://.tmcg.co.ug or sending the word JOIN to 8080.

11.1 Introduction

The following terms and conditions constitute the User Agreement (“the Agreement”) between you (the “Customer”) and The Medical Concierge Group (the “Company”), who is the owner and operator of Rocket Health Clinic. This Agreement governs your use of the services offered by the Company and your use of the clinic. Please take the time to read and understand our Data protection and Privacy Policy. By using the services offered by the Company and by using the clinic you confirm that you agree to comply with and be bound by all the terms and conditions contained in this Agreement and with the Company’s personal data practices described in the Data protection and Privacy Policy.

11.2 Contact

The https://rockethealth.africa/ website is owned and managed by The Medical Concierge Group, a company established under the laws of Uganda.

E-mail address: info@tmcg.co.ug

Telephone: +256 417 747 000

11.3 Scope

Access to the telemedicine clinic is granted for members subscribed to Rocket Health Advantage Plans namely Access, Plus, Supreme and Ultimate Advantage.

The Medical Concierge Group telemedicine clinic uses a digital health based approach for improving clients’ health care outcomes and the experience when seeking health services.

At the telemedicine clinic, clients will physically interact with licensed medical professionals. Medical doctors are available to interact with the client over a video call initiated at the telemedicine clinic.

The services provided at the telemedicine clinics include but are not limited to:

  • Medical Consultations
  • Physical assessments including technology enabled Eye and Ear examination, skin examination, mouth exam, Blood Pressure check up, pulse oximetry.
  • Antenatal
  • Laboratory sample collection services
  • Prescriptions filling and medicine purchases
  • Pharmacy services
  • Minor surgeries
  • Antenatal services
  • Family Planning services
  • Nutritional counselling
  • Back to school medical exam and form completion
  • Pre-employment medical assessments
  • Foreign Travel health checks, vaccinations and medicines
  • Minor surgeries like wound dressing, incision & drainage, medical male circumcision, corn removal, foreign body removal from ear/nose/eyes etc.
  • Medical reviews of patients with chronic illnesses, notably hypertension and diabetes.
  • We also offer health care packages for patients with chronic illnesses, notably hypertension and diabetes

The clinic does not handle cases of medical/surgical emergencies and if you require emergency medical assistance you should go directly to the nearest hospital emergency room.

11.4 Procedure

Once you have made contact with the Rocket Health Clinic, you will be asked to provide certain information, to enable us to book an appointment for you based on your location, language and medical requirements. The clinic will select a suitable medical professional and proceed to book the appointment. You will be notified of your booking details via email and you will be asked to click on a link to confirm your appointment date and time. This is important because it enables us to keep the doctors’ appointment calendars accurate and shows us the real availability for other customers who depend on our service. If you are not able to receive an email, we will confirm the appointment by sms or voice call.
Please remember that you have the right to consent or refuse consent to any proposed treatment, test or therapeutic course and you should discuss any questions or concerns directly with the medical professional.

11.5 Personal Data & The Medical Concierge Group (TMCG) Account

To set-up your account you will need to provide an email address and create a password (these are called your credentials). You are responsible for keeping your password confidential and for notifying us if your password has been compromised or stolen. The Patient History Record is added to your electronic medical record. Once you have set-up your account, you will also be able to add any pertinent medical data to your electronic medical record.
Important – when you register as a customer and/or set-up your Rocket Health Clinic account to access your electronic medical record, you must provide true, correct, up-to-date and complete information. You also agree not to post, publish, transmit or communicate messages that might involve a criminal offence or that could be detrimental to the Company.

The data in your record may include:

  • Personal data such as name, age, address and other contact details.
  • Any clinically relevant information such as smoking, alcohol consumption and weight.
  • Information about appointments made on your behalf such as date, time, location, name of medical professional and/or medical entity etc.
  • Consultation notes which the medical professional takes during an appointment unless these are subject to professional privilege and the medical professional decides against disclosing them to the Company.
  • Treatments received and/or ongoing treatments.
  • Medicines taken and/or medicines that have been prescribed and any known reactions to medications in the past.
  • Information about allergies and/or chronic conditions.
  • Medical test results such as blood tests and x-rays.

The Company confirms that all personal data including sensitive personal data that it collects on you throughout the course of this Agreement, is kept strictly confidential and will not be sold, reused, loaned or otherwise disclosed unless clearly indicated when collected or in the case that you have given your explicit written consent.
You have the right to apply to see, or have a copy of your medical records and all other data the Company holds on you, at any time. This is called a Subject Access Request. A detailed explanation about your rights and how the Company safeguards your personal information is given in the Data protection and Privacy Policy.

11.6 Fees/Charges

The clinic charges you a fee of 50,000 Ugx for booking services it offers. In addition, Rocket Health Clinic also offers you the possibility to subscribe to additional paying servicesat will.
By signing this agreement you understand and accept that you will assume all the costs of all the medical care and health services you receive and the Company will in no case cover any
costs, charges or fees on your behalf.

If you are covered by an insurance policy which can intervene to cover some or all of your costs, you must inform Rocket Health clinic. It is also highly recommended that you inquire with your insurance prior to the appointment about the procedure for making a medical claim.

11.7 Cancellations

The Company will not be liable for any cancelled or otherwise unfulfilled appointments and the clinic has the right to charge a cancellation or no-show fee if the booking is not cancelled at least 24 hours prior to the appointment time. To cancel an appointment you must email rockethealth@tmcg.co.ug. Since no-shows disrupt the efficiency of our services and the availability of the medical professionals to the detriment of the other customers, we will resend you an appointment notification by email and/or sms/ or voice call 24hrs before the scheduled appointment time. This message will also include a reminder of our cancellation procedure.

11.8 Feedback

The Company encourages feedback because it ensures that the services offered by Rocket Health clinic are constantly improved upon. If you wish to share your views and experiences about the services offered by Rocket Health Clinic, simply complete the Review section in the schedule an appointment section of the website. We strongly suggest that you discuss any concerns relating to the medical services received, directly with the provider of the service at the clinic during your appointment.

11.9 Limitations of liability

The clinic works as an independent healthcare providing facility however, in the provision of services it may cooperate with various medical professionals, clinics and hospitals to render its services to its customers. There is however no partnership, joint venture, employer/employee, principal and agent or any similar relationship between the clinic and the other health service providers. By signing this User Agreement, you confirm that you shall hold harmless and indemnify the clinic, its officers, directors, successors and employees from and against any and all liabilities, costs, damage expenses, and lawyers’ fees of any kind, character or nature resulting from or attributable to any and all acts and/or omissions committed by the medical professional, clinic or hospital in the course of providing his/her/its medical services to you, the Customer.

Moreover, under no circumstances shall the clinic or any of its officers, directors, successors, employees, affiliates or third parties with whom it cooperates, be liable for any direct, indirect, incidental, special or consequential damages resulting from the use of or the inability to use the website and/or any of the Company’s services or for the cost of procurement of substitute services or resulting from unauthorized access to or alteration of your data.

11.10 Copyright

The Medical Concierge Group owns or has licences to the intellectual property rights to all components of https://rockethealth.africa/. This website may be used only for personal use and customers/users may not sell, re-distribute or otherwise use the information therein contained for commercial purposes. Any infringement or violation will be prosecuted to the full extent of the law.

11.11 The subscribed members will have the telehealth center as their first point of contact for any health inquiries via phone/video call or chat platform (contacts of these platforms are to be provided at the time of signing up for the membership services).

Note: A contact that is not provided during the sign up will not be registered to access the telehealth center.

11.12 Access to the telemedicine clinic will be on appointment basis upon referrral as set by the telehealth professional.

11.13 In the event that a subscriber (with the exception of an Access Advantage subscriber) chooses to access the telemedicine clinic without an appointment set by the telehealth professional, the latter will receive the service at a consultation fee of twenty thousand Uganda shilling only (20,000/=).

11.14 Access Advantage subscribers will access services offered at the telemedicine clinic at a consultation fee of twenty thousand Ugandan shillings only (20,000/=) irrespective of a TMCG telehealth professional setting up an appointment for them or not.

11.15 Non-subscribers can access the services at the telemedicine clinic at a consultation fee of fifty thousand Uganda Shillings only (50,000/=)

11.16 Payments at the telemedicine clinic can be made via a Point of Sale (POS) terminal, debit/credit card, Mobile Money or Cash.

11.17 No service will be offered at the telemedicine clinic before the consultation fee is paid unless the subscriber is eligible for the services on appointment by the telehealth professional.

11.18 Clinic appointments can be set by the telehealth professional or by a client via the TMCG websites https://tmcg.co.ug and https://rockethealth.shop

TMCG offers mobile laboratory services to both subscribers and non subscribers. TMCG’s laboratory technicians will pick up laboratory samples from a client’s location of choice within our operational geographical coverage or at the telemedicine clinic.

12.1 All specimen collection, transportation and processing is done by a qualified and licensed laboratory technician or technologist.

12.2 All specimen collection, transportation and processing at the site of collection is performed with the highest level of technical precision and best practices.

12.3 TMCG telehealth professionals will avail all information regarding preparation guide before taking the test, the price and the turnaround time to the client.

12.4 All information regarding the specimen collection process and results dissemination shall be handled privately and with confidentiality.

12.5 TMCG Medical Doctors will be responsible for providing lab result interpretations and subsequent recommendations.

12.6 TMCG shall not be held liable for any unfavourable laboratory test outcome unless it can be demonstrated that such outcome is attributable to negligence or omissions or breach of any of the terms that are provided in this agreement.

12.7 The client(s) shall be expected to cooperate with TMCG, within determined reasonable limits, in relation to the provision of this service.

12.6 Specimen samples collected, depending on test requested shall be stored for a designated amount of time post-analysis as indicated in the specimen retention standard operating procedure. No specimen shall be stored for longer than 20 days.

12.7 You can access the laboratory service from the websites https://tmcg.co.ug or https://rockethealth.shop or contacting TMCG laboratory directly on 0800 100 700 or by contacting the telehealth doctor for subscribed members.

TMCG offers convenient medicine delivery service to  your home, office or any convenient place for you. Here is what you need to know about the service:

13.1 You can access the medicine delivery service from the websites https://tmcg.co.ug or https://rockethealth.shop or contacting TMCG pharmacy directly on 0800 100 700 or by contacting the telehealth doctor for subscribed members.

13.2 The information and advice provided by TMCG Pharmacy when you use the service is based on the information you have provided to the telehealth professional. It is the client’s responsibility to ensure this information is accurate.

13.3 Failure to avail accurate information (whether intentionally or not) will affect the information and advice offered, the medicines supplied and, as such, may have consequences for which TMCG will not be responsible for.

13.5  A customer purchasing prescription only medication requires a written prescription that will require verification at the time of delivery. Absence of a prescription will require a teleconsultation with TMCG telehealth professionals at a fee of ten thousand shillings (10,000shs) for non-subscribers only payable via mobile money or POS.

13.6 All medicine prices are in Uganda shillings (UGX) and include value added tax (VAT) unless expressly stated otherwise.

13.7 TMCG ensures that all pricing information is accurate. In the event that an error occurs, and the price charged is different, all the affected clients will be identified and provided a refund in case an excess was charged.

13.8 Delivery fees and any other service fees are charged on each pharmacy orders (consisting of one or more medicines). The fees are included in your final total amount payable.

13.9 At the point of delivery, TMCG’s pharmacy technician will inspect the condition of the delivery and rule out all possible causes of returns. You can return any unwanted items within 7 days of receipt for a refund or replacement. Please inform us of the item to be returned item via email at info@tmcg.co.ug or call 0800 100 700.

13.10 Products of a cosmetic or personal nature cannot be returned.

13.11 Medicinal products can be returned guided by Uganda legislation governing the sale and supply of medicines in Uganda.

Note:

  • The return costs and tracking of returned items are the responsibility of the customer.
  • Items should be returned in person to prevent further dismay.
  • Returned item(s) must be undamaged, unopened and in their original packaging.
  • TMCG Pharmacy reserves the right to decline a refund in such instances.
  • To cancel your order please call the pharmacy on 0800 100 700 at the earliest instance.

13.6 Your refund will automatically be processed within 3  to 5 working days but in some cases, can take up to 14 days.

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