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Important Information

Intellectual Property

Echo takes ownership of its intellectual property very seriously and we’ve outlined some key information below:

Legal advisor

Our legal advisor is Olswang LLP, 90 High Holborn, London, WC1V 6XX.
We are part of their startup programme – equIP – and Olswang's partners have directed us on our end-user agreements, patent applications and design rights.

Patent

Our core technology has been developed 100% in-house and is a custom built product, which is now patent-pending.

Copyright

Our parent company (Metabolic Healthcare Ltd) owns all the copyright to the information, copy, logos and designs displayed on this website, the Echo app and any other digital/offline media.

Trademark

Echo is a registered trademark of Metabolic Healthcare Ltd (classes 09, 35, 42 and 44).

If you have any further IP related questions, please write to us at hello@echo.co.uk and if necessary, we will pass on your request to our solicitors.

Partner Pharmacies

Echo works with leading NHS community pharmacies to manage the dispensing process. These pharmacies are registered with the General Pharmaceutical Council and fully comply with NHS, UK and EU regulation.

Our partners are responsible for contacting your GP and preparing your prescription, using a secure NHS system called the electronic prescribing service. Once dispensed, you can opt to have your medication delivered via Royal Mail free of charge.


You can find out more about the NHS electronic prescribing service by visiting this link. If you have any questions please write to us at hello@echo.co.uk.

For pharmacists

If you are a community pharmacy and would like to learn more about how Echo’s technology can help improve workflow management and medication adherence then please email us at partners@echo.co.uk. Please note that we are currently processing a large number of requests and may not be able to get back to you immediately. 

Terms & Conditions

These terms apply to your use of Echo sites, apps and services delivered by Metabolic Healthcare Ltd, a company incorporated in England and Wales under company number 09668487 whose registered office is 21 Dartmouth Street, London, SW1H 9BP (“we”/“us”/“our”), as described below (“Service”). If you do not accept these terms then you should not use Echo.

What is Echo?

Echo is neither a GP practice nor a pharmacy and we do not offer medical advice. Echo is a digital service enabling you to request a repeat prescription from your NHS GP to be transmitted to and fulfilled by an independent pharmacy selected by us (“Pharmacy Partner”). Our process utilises the NHS Electronic Prescribing Service (“EPS”) if your GP is EPS enabled, otherwise makes use of traditional paper prescriptions. Your contract with us is only to provide this intermediary/facilitation service.

By using Echo, you agree that we can nominate a Pharmacy Partner on your behalf as your NHS Electronic Prescription Service pharmacy (“Nominated Pharmacy”). This means that all prescriptions issued electronically will be sent to Echo's Pharmacy Partner for dispensing.

You agree that Echo will create a nomination certificate with your electronic signature (as described in the Echo app), which may be shared with your GP practice, your nominated pharmacy, a Pharmacy Partner, the NHS or any regulatory body.

You agree that the pharmacist responsible for your order you can view your NHS Summary Care Record if clinical and/or safety information is needed and if the GP is not otherwise contactable. This permission is granted only for when you have a current order with us. All access is automatically logged and recorded by the NHS for audit purposes.

Finally, you agree that once a prescription is available that our pharmacy team can dispatch your medication if no other details are required. 

Please note that all prescriptions issued by your NHS GP will be automatically sent to your Echo partner pharmacy. If you cannot wait for delivery we can transfer the prescription to your nearest bricks and mortar pharmacy. If at any point you want to remove your nomination, please contact us via hello@echo.co.uk and we will update your preference in no later than two working days.

How does the Echo work?

You will need to register and complete a prescription request through Echo. We then forward your prescription request to your GP and it is then up to your GP to issue a prescription. Your GP may want to speak to you before prescribing so your request may not be processed immediately. If you consult with your GP either over the phone or face-to-face, you should inform them that you would like your prescription to be sent electronically to your nominated pharmacy. Your GP may be delayed in issuing a repeat prescription. Echo and it’s Pharmacy Partners have no control over these delays and we will direct you to contact your GP directly if there are any notable issues when obtaining your prescription. Echo is not to be used for emergency supplies.

Once your prescription has been issued by your GP, your GP will notify your Nominated Pharmacy and provide your Nominated Pharmacy with the prescription in order to dispense and dispatch your medication.

Who is liable if something goes wrong?

You: are responsible for the prescription orders you place, the information you provide and for checking and taking any medication correctly. You are responsible for complying with these Terms.

Your GP: is responsible for issuing your prescriptions and providing you with medical advice. Please note that all prescribing decisions are made by your GP, not Echo staff.

Our Pharmacy Partner: is liable for fulfilling and dispatching your prescription correctly and in accordance with all General Pharmaceutical Council standards and guidelines. Your items will be delivered by Royal Mail.

Echo: is responsible for providing the Service. We accept liability for death or personal injury caused by our negligence and we do not seek to exclude liability for fraudulent misrepresentation. You have certain legal rights. These include that we will provide the Service with reasonable skill and care and within a reasonable time. You have certain legal remedies if we breach any of these rights. Nothing in these Terms is intended to affect these legal rights or other rights to which you may also be entitled. For more information on your legal rights contact your local Citizens Advice Service.

We are not responsible for any failures or delays caused by you, your GP, Pharmacy Partners or Royal Mail. In the event of an issue you should contact us in the first instance and we may direct you to contact your GP, Nominated Pharmacy or Royal Mail as appropriate. We are not responsible for losses not caused by our breach, indirect losses or a failure to provide the Service due to any cause beyond our reasonable control which prevents us from fulfilling our obligations including but not limited to fire, storm, riot, civil disturbance, war, nuclear accident, terrorist activity and acts of God.

If we do breach these terms we shall only be liable for losses which are a reasonably foreseeable consequence of such a breach. Losses are foreseeable where they could be contemplated by you and us at the time of entering this Agreement.

Can I use Echo?

Yes, provided you are at least eighteen (18) years of age and hold a valid UK credit or debit card in your name and you are currently registered with an NHS England GP practice.

What are my obligations?

We reserve the right to suspend or terminate your access to Echo at any time without notice if we have reasonable grounds to believe that you have breached any of these terms.

How does payment work?

Can I cancel my order?

You can cancel your order at any point until the medication is dispensed by a Pharmacy Partner and you will receive a full refund with the same method of payment. Unfortunately, due to the nature of prescription medications, once your items have been dispensed, you will be unable to cancel your order, return the medication or receive a refund (unless you are returning them because they are damaged or have been dispatched in error). Any unwanted medicines must be disposed of by returning the medication to a pharmacy or to any authorised location.

When will I receive my medication?

Medications are sent via Royal Mail and orders dispatched before noon on Monday to Friday should arrive within 48 hours from the time the order is dispatched by a Pharmacy Partner. We cannot guarantee the exact time and day of arrival – please allow for up to three working days for your medication to arrive. You understand that once your item is passed to Royal Mail by our Pharmacy Partner, it becomes their responsibility. Royal Mail terms and conditions apply to your order. These can be accessed here: http://www.royalmail.com/terms-and-conditions.

These Terms are governed by the laws of England and Wales and any dispute, question or remedy shall be determined exclusively by the courts of England and Wales. These Terms are only available in the English language.

If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.

How can I contact you?

Please email us at help@echo.co.uk in the first instance. Alternatively, you can write to Metabolic Healthcare Ltd, 228-230 Uxbridge Road, London W12 7JD. Should you wish to file a complaint please contact us via the methods listed above. We aim to acknowledge complaints within two working days.

Privacy Policy

Introduction

In order to deliver this service we need you to provide us with personal information. We take our responsibilities as custodians of this data very seriously and will never use or share it without your explicit consent. This privacy policy explains what information we need, how we use it and how you can control this.

You may have heard of the ‘Data Protection Act’, which sets out the laws about how we treat your information. There is also another set of guidelines called the ‘Caldicott principles’, specifically designed to ensure that UK patient data remains confidential. We have developed our systems and processes to ensure that we meet or exceed the standards set out in both documents.

Who controls your information?

Echo is a trading name of Metabolic Healthcare Ltd, a company based at 21 Dartmouth Street, London SW1H 9BP. Echo takes overall responsibility for managing your data, and is what is legally known the ‘data controller’ – you can read more about our responsibilities by visiting our page on the Information Commissioners Office’s website (Registration Number ZA140346). Echo works with NHS community pharmacies, all of which are registered with the General Pharmacy Council and follow strict data protection protocols. Your information will be passed securely to our pharmacy partners in order to fulfil your prescription requests but no one else will have access to your medical data.

What information do we need and how do we use it?

There are some essential pieces of information that we require in order to process your prescriptions. We’ve outlined the main types of information that we handle below:

Due to the sensitive nature of the information required to process prescriptions we do not allow for the integration and/or transfer of information to any other mobile apps on your device.

We use email, push alerts and in-app notifications in order to communicate. Occasionally these communications may contain personal information - if you are uncomfortable with these methods of communication please do not use this service.

If you give us permission, we will use the information that we collect in order to offer you carefully selected products and services that we believe will be of benefit to you. We will never share your information with any third parties for marketing, advertising or any purposes other than fulfilling your order as specified above.

Please note that we are obliged to share information as necessary to comply with any legal process within the UK.

How your data is kept secure

We use SSL encryption to transfer your information between your phone, our servers and to our NHS partner pharmacy. Access to this information is restricted to our authorised personnel and your data will never be transferred outside of the European Economic Area.

Your data, your choice

If at any point your change your mind about using this service or just want to update your profile, please contact us by emailing help@echo.co.uk and we will process your request within three working days. Please note that we retain data for 6 years from deletion of your account in order to comply with our legal responsibilities (in accordance with the Data Protection Act 1998).

From time to time we may need to update these terms in order to comply with changes in legislation so suggest that you check this page periodically.

If you would like a copy of any personal information we hold about you, you can request this by writing to Metabolic Healthcare Ltd, 228-230 Uxbridge Road, London W12 7JD. Please note that there will be an administrative charge for processing this request.

Cookies Policy

Echo uses a technology called ‘cookies’ across all of its websites in order to deliver the best possible user experience. Cookies are files that are stored on your device every time you visit a website and enable us to understand your preferences and habits.

Cookies do not contain person-identifiable information such as medical information, credit/debit card or personal contact details.

Our websites are set to ‘allow cookies’ and if you browse our sites you consent to this. If you would prefer to deactivate cookies, you can do so by updating your browser settings. Please note that disabling cookies will limit the service that we can provide. For more information on how to update your settings, visit https://ico.org.uk/for-the-public/online/cookies/

Echo uses three types of cookie:

Session cookies: These enable us to track your movement across our websites and save information to make life easier. For instance, a session cookie might save an item to your shopping basket, without which you would be forced to order each item separately.

Persistent cookies: These enable us to remember your preferences and settings each time you visit our websites. This makes using the site faster and reduces the need to re-enter data.

Third party cookies: These enable us to track user activity outside our websites and better optimise campaigns and analytics.

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