Your consent matters.

Where consent is the appropriate legal basis, the platform presents a clear choice before the relevant action. Consent must be affirmative, specific, informed, and freely given; silence or a pre-selected box is not treated as permission.

Different actions require different choices.

• Telemedicine consent covers the limits and practical risks of video, voice, or chat consultations.
• Record-sharing consent controls which provider may receive selected documents, prescriptions, or laboratory results.
• Service and fulfilment consent covers sharing necessary information with a pharmacy, laboratory, equipment vendor, or home-care provider.
• Optional communication consent covers non-essential product news or marketing and is separate from care notifications.

The platform records the user, action, wording or policy version, date, time, and relevant care context. These records are protected as sensitive account information and retained for audit, care continuity, dispute handling, and applicable legal periods.

Optional consent may be withdrawn through account settings or support. Withdrawal applies to future processing and does not invalidate lawful actions already completed. Some information may still be retained where clinical, legal, fraud-prevention, or contractual obligations require it.

A parent, guardian, or authorised representative may provide consent only where they have legal authority. As a child develops legal capacity, the consent model and access to records should reflect applicable law and the child’s rights.

Providers must confirm the patient, explain material information in understandable language, respect refusals, avoid unnecessary access, and document consent required for clinical or fulfilment actions. Platform consent does not replace professional informed-consent duties.

MyDoctor24 is not an emergency service. In a genuine life-threatening situation, a healthcare professional may process necessary information without prior consent only where applicable law permits and the action is needed to protect vital interests. The reason must be documented and access limited to what is necessary.

Use the contact page to request an explanation, review a consent history, or report a choice that appears incorrect. Identity verification may be required before a record is disclosed or amended.