Last updated 13 October 2020

By approving this Agreement, you are consenting to the content of the communications we send on your behalf as shown on the Content Workflow page. Communications and screening questions are not customisable

This license grants you access to a patient communications platform to manage post-treatment communications in a scalable manner and identify patients in need (Post-Treatment Monitoring) and generate patient feedback both privately (NPS) and publicly (Online Reviews).

Communications and screening questions are not customisable, though multiple templates are available and selectable from the app. Current versions can be found in the Patient Communications section.

Patient Information and Visits can be manually entered into the FollowApp platform, except for the Integrated version of the platform with selected PMS providers (ie. automation of patient, doctor and procedure import).

Post-Treatment Monitoring enables the clinician to provide quality postoperative care for patients and better triage to minimize complications during recovery. The goal is to increase customer retention and new customer acquisition through higher customer satisfaction. It includes the following functionalities:

  • Automated and personalised SMS/email linking to health checks for post-treatment follow up of patients. 
  • Health checks are automatically sent out on specific intervals according to the procedure (i.e. Surgical Extraction – Days 1,2, and 4)
  • Health checks collect information such as: pain scores, pain relievers taken, discomfort, etc.
  • Automated Net Promoter Score (NPS) collection at the end of the patient’s aftercare journey with your clinic (i.e. How likely is it that you would recommend Dr ______ to a friend or colleague?)
  • Patients are sent an NPS survey following aftercare procedures for internal feedback
  • Promoters are offered a link to your clinics Google Reviews page for public feedback.

The set of messages sent to patients as part of Post-Treatment Monitoring have been defined in accordance with existing medical protocols and customers’ feedback. These questions may be revised. The latest available version can be found in the Patient Communications section.

FollowApp is offering a limited Free Trial Period promotion. The Service shall commence on the date of the digital approval of this agreement and, for first time users, also after the approval of Terms of Service and successful card payment registration. Considering the date of commencement of Service as ‘day 1’, it shall run for a limited Free Trial Period of 30 days (“Free Trial Period”). At the end of the Free Trial Period, this Agreement shall automatically be renewed for a month following the pricing scheme below, unless cancelled by the customer by the 30th day of Service, completing this cancellation form.
A license fee per office per month will be charged according to the pricing table below. Additionally, we will charge per SMS sent. All fees are shown in local currency and are exclusive of all taxes, levies, or duties imposed by taxing authorities, and you shall be responsible for payment of those. Promotional pricing and free trials cannot be combined with other offers.
 United KingdomEuropeUnited States
License fee per office per month79 GBP79 EUR109 USD
Charge per SMS sent0.08 GBP0.08 EURIncluded in license fee
Some features of the Service may only be accessed and used upon the payment of applicable fees (“Fees”). Fees may vary depending on usage (e.g. number of clinics, users, patients and/or SMS) in accordance with our current pricing policy. Pricing reviews are anticipated to be conducted annually, with you receiving no less than 90 days’ notice of any changes to fees.
Your FollowApp subscription will automatically renew each month, with payments collected for the previous month at the end of each term by charging the card on file. In the case of a change in the subscription plan, we will update the billing with the new payment and frequency. In the case of one-time product/service, it will be added to the cart as a one time sale and billed at the time of the checkout regardless of the current subscription plan frequency.
You can cancel your User Account at any time by completing this this cancellation form. An email or phone request to cancel your User Account is not considered cancellation. If you cancel your User Account before the last week of your current prepaid subscription period, your cancellation will take effect at the end of it, and you will not be charged again. If the cancelation comes within the last week, you will also be charged the next subscription period. Please note that we do not provide refunds for unused time in the last billing cycle.
License FollowApp Safety Protocol aims to help protect both clinical staff with automated pre and post visit check-ins. it includes the following functionalities:
  • Patient information can be manually entered into the FollowApp platform and a Visit can be set up to start Pre-Screen monitoring
  • SMS/email sent to patients linking to health check-in questions (according to local guidelines) for patients to respond to 
  • Health checks collect information such as: potential COVID symptoms, recent contacts, etc.
  • Two available “Pathways” to choose from: 
    • One with a Pre-Screen health check the day before the patient’s appointment
    • The other Pathway including one Pre-Screen health check the day before patient’s appointment, followed by a reminder message the day of the appointment, then one message with a general health check the day after the appointment, finally one message 14 days after the appointment 
    • Note: Content and timing of Pathways may be updated according to the latest guidelines
  • Any responses that would elicit further attention (ie. if the patient answers with symptom ‘fever’) will automatically trigger an Alert to the Clinic Manager/Receptionist via a Notification email 
  • All patient responses and Alerts are viewable and accessible via the FollowApp platform
  • Option to chat back and forth with the patient straight from the platform
Equipment requirement: A computer running Windows 8 or greater and a broadband internet connection. We highly recommend Software to run on Chrome. As for communications to patients, FollowApp System functions with both SMS and E-mail, though SMS is suggested as the primary communication channel.

Training: Online training materials will be made available in the form of online videos.

Support hours: It covers 09:00-17:00 (UK time) or 4:00-14:00 (US EST time), Monday to Friday. Email: help@followapp.care

Service level agreement: FollowApp will use commercially reasonable efforts to make the FollowApp Services available with an Aggregate Monthly Uptime Percentage of at least 99.5% during any monthly cycle. Monthly Uptime Percentage is calculated by subtracting from 100% the percentage of minutes during the month in which FollowApp was unavailable. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any FollowApp SLA Exclusion. 

Incident response time 
SLA LevelResponse TimeRemote Diagnosis TimeLevel Description
12 hours8 hoursAccess to the System is unobtainable or severely limited (or is deemed unusable).
24 hours1 working dayThe System is malfunctioning but is still accessible and a workaround is not available.
312 hours3 working daysThere is disruption to the operation of the System for which a workaround is available so that the User is able to fulfil its obligations to stakeholders.
424 hours5 working daysIntermittent and minor operational inconveniences which do not affect the User’s ability to fulfil its obligations to stakeholders.
  • Initial Logging Time means the time at which the User reports a Service Failure to the Supplier;
  • Remote Diagnosis Time means the elapsed time between the Initial Logging Time and the time at which the Supplier either (i) recommends Rectification Action or (ii) confirms that it is unable to diagnose the Service Failure and/or recommend Rectification Action remotely;
  • Response Time means the elapsed time between the Initial Logging Time and the time at which the Supplier provides a unique job reference number to the User.
Exclusions: The Service Commitment does not apply to any unavailability, suspension or termination of the FollowApp Service, or any other FollowApp Service performance issues: (i) Caused by factors outside of our reasonable control, including any force majeure event, Internet access, or problems beyond the demarcation point of the FollowApp network; (ii) That result from any actions or inactions of you or any third party; (iii) That result from the equipment, software or other technology of you or any third party (other than third party equipment within our direct control); (iv) That result from failures of FollowApp Services not attributable to Unavailability; or (v) That result from any Maintenance; (vi) That result from a suspension or Remedial Action, as described in our standard terms.
To read the full Terms of Service for this Agreement, click here. If you have any questions please contact help@followapp.care
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