// Legal

Telehealth Service Consent

Effective date: 1 January 2025 · Last reviewed: January 2025

In compliance with DOH Administrative Order No. 2021-0001 (Guidelines on Telemedicine Practice in the Philippines), RA 2382 (Medical Act of 1959), and RA 10173 (Data Privacy Act of 2012).

Part A — Informed Consent for Telehealth Service

This explains the nature, benefits, and risks of receiving medical care through a digital platform, before you agree to receive care this way.

1. What is telehealth?

Telehealth is the delivery of healthcare services using information and communications technology, where you and your physician are not in the same physical location. Through Vive Medical, you will communicate with a licensed PRC physician via our secure online platform — submitting a written medical assessment and, where necessary, engaging in follow-up messaging or a video consultation. This may include electronic transmission of your health information, photos, or data between you and your physician, and use of output data from connected devices where applicable. An in-person alternative is always available to you, and you may choose it at any time — discuss this with your physician.

This service is intended for elective weight-management and metabolic-health treatment in otherwise healthy adults. It is not intended for the diagnosis, treatment, or management of acute illnesses, emergencies, or complex chronic disease requiring in-person care.

2. Nature of the consultation

Your assessment will be reviewed by a physician licensed with the Professional Regulation Commission (PRC) of the Philippines. The physician will:

• Review the health information you have submitted
• Assess whether treatment is clinically appropriate for you
• Either issue an electronic prescription, request additional information, or decline to prescribe
• Provide instructions, dosage guidance, and any relevant clinical caveats

3. Anticipated benefits

• Easier, faster access to physician-reviewed care without an in-office appointment
• Ability to consult and receive treatment on a schedule that works for you
• Ongoing check-ins with your care team as your treatment progresses

4. Potential risks & limitations

You understand and acknowledge that telehealth has inherent limitations compared to in-person clinical consultation, including:

• The physician cannot physically examine you, auscultate, palpate, or perform any clinical procedure.
• The physician relies entirely on the accuracy and completeness of the information you provide — incomplete or inaccurate information may result in adverse drug interactions, allergic reactions, or other judgement errors.
• Laboratory results, imaging, and other diagnostic tests cannot be ordered or reviewed in real time.
• Technical failures — including internet interruptions, platform outages, or equipment issues — may delay your consultation or require a follow-up.
• Electronic systems and security protocols, while safeguarded, cannot be guaranteed 100% secure; in rare cases data transmitted electronically may be subject to unintended disclosure.
• In rare cases, a telehealth-based assessment may miss findings that would be apparent in an in-person exam.

Possible risks and side effects also vary by the specific medication prescribed. Detailed information on these is provided with each prescription. By proceeding, you acknowledge that the personal information you have provided is accurate and complete, that you understand the risks described here and those specific to your treatment, and that you agree to follow your physician's instructions. If the physician determines that an in-person evaluation is necessary, they will inform you and may decline to issue a prescription until such evaluation is completed.

5. Your responsibilities

• Provide truthful, complete, and accurate information in your assessment, including all current medications, supplements, allergies, and medical conditions
• Disclose any prior adverse reactions to similar medications
• Inform us immediately of any change in your health status that may affect the safety of continued treatment — including pregnancy, suspected pregnancy, or breastfeeding
• Follow the dosage and administration instructions provided by your prescribing physician
• Not share your prescription or medication with any other person
• Seek in-person medical care if you experience an adverse reaction, worsening symptoms, or any medical emergency

6. Prescription discretion

A prescription is not guaranteed. The physician's decision to prescribe — or not to prescribe — is based solely on their independent clinical judgement after reviewing your assessment. Vive Medical does not and cannot influence the physician's prescribing decision. If your prescription is declined, you will not be charged for medication, and you may request a brief explanation from the reviewing physician via the platform.

7. Emergency disclaimer

Vive Medical is not for emergencies. If you are experiencing a medical emergency — including chest pain, difficulty breathing, signs of stroke, a severe allergic reaction, or suicidal ideation — do not use this platform. Call 911 or go to your nearest emergency room immediately. Our platform has no on-call emergency physicians and cannot coordinate emergency services on your behalf.

Part B — Explicit Consent for Data Processing (DPA Consent)

This asks for your specific, informed permission to process your personal and sensitive health information, in accordance with the Data Privacy Act of 2012 (RA 10173).

8. Purpose of processing

We process your data to provide you with telehealth consultations, facilitate electronic prescriptions, coordinate dispensing and delivery of your medication, and securely store your medical history for your continued use of the platform.

9. Data collected

We collect your personal details (name, contact information, delivery address) and your sensitive personal information (health history, body metrics, current medications, consultation notes, and prescriptions).

10. Data sharing

Your prescription data is shared only with our contracted physicians and our partner pharmacy, strictly to deliver your care and medication. We do not sell or share your health data for marketing purposes. Full details of who we share data with are in our Privacy Policy.

11. Data retention

In compliance with Department of Health regulations, your medical records are securely stored for a minimum of ten (10) years from your last consultation, after which they are destroyed in a manner that prevents further processing, unauthorised access, or disclosure.

12. Your rights as a data subject

Under the Data Privacy Act, you have the right to be informed, to object, to access, to rectify, to erasure or blocking, to damages, to data portability, and to file a complaint with the National Privacy Commission (NPC). See our Privacy Policy for how to exercise these rights.

13. Right to withdraw consent

Your participation in telehealth consultations through Vive Medical is entirely voluntary. You may withdraw consent at any time by not proceeding with your assessment, or by contacting us at support@vive.ph to close your account. Withdrawing consent does not affect the lawfulness of any prior processing or consultation already conducted. Medical records will be retained for the minimum legally required period even after account closure.

14. Physician identity & credentials

All physicians reviewing your assessment on Vive Medical are licensed by the PRC and hold valid Certificates of Registration. You have the right to request the name and PRC license number of the physician who reviewed your case by contacting support@vive.ph.

15. Complaints & feedback

If you have concerns about the quality of your telehealth consultation, contact us at support@vive.ph. You also have the right to file a complaint with the Professional Regulation Commission, the Department of Health, or the National Privacy Commission if you believe a physician has acted improperly or your data has been mishandled.

By checking the consent checkbox during your assessment, you confirm that:

• You have read and understood this Telehealth Service Consent document, both Part A and Part B
• You understand the nature, benefits, limitations, and risks of telehealth consultations
• You expressly consent to the processing of your personal and sensitive health data as described
• You voluntarily agree to participate in this telehealth service
• You are 18 years of age or older

Also see our Privacy Policy and Terms & Conditions.